Providing Hospitality from the Customer’s Perspective
For All of Our Passengers
Shiori Teraguchi
Airport Training and Support Center, Station Operation Planning
Japan Airlines International Co., Ltd.
I provide training as a Care-Fit instructor. In order to obtain the Care-Fitter qualification, participants undergo two days of practical training, including a role play in which the trainee experiences what it feels like to be a special-needs customer. Through this training, participants obtain the skills to serve seniors and those with disabilities. However, the most important thing they learn is how to put themselves in the customer’s shoes, while developing a strong commitment to hospitality.
The JAL Smile Support service helps seniors, passengers who are pregnant or traveling with infants, and young children traveling on their own, without requiring any prior arrangements.
In recent years, getting onto a flight has become a lot more convenient through online reservations and ticketing, and automated check-in procedures. The JAL Group has made various improvements to airport display monitors and seat comfort based on the basic principle of universal design (UD). In this way, JAL is seeking to make its services easier to understand and use. In March 2007, the check-in counters at Haneda Airport were redesigned based on UD, followed by the counters at Narita Airport in August.
While increased automation at the airport has realized better customer convenience, passengers are now, more than ever, seeking personalized services. The JAL Group is aiming to provide hospitality that meets the needs of every customer including seniors and those with disabilities. As part of this effort, JAL staff are working on obtaining Care-Fitter Level 2 qualification*1. In fiscal 2007, 61 JAL Group employees acquired this qualification, bringing the total to 308 staff at 42 airports in Japan. Not only qualification holders, but all JAL Group employees, are seeking to improve their hospitality awareness and skills. In order to achieve this, JAL has implemented Airport Priority Guest Service Training using in-house instructors at each airport. As of fiscal 2007, 156 instructors have been trained.
Airport Renovations Based on Universal Design
New Support Counter at Narita Airport
In December 2007, support counters were installed in the middle of the check-in area at Narita Airport for passengers requiring special assistance. It was located in the center of the check-in area to make the whole process of departure convenient for customers — from arriving at the airport, to checking in, to departure inspection. The counter height was designed to be lower than usual, and chairs, handgrips, and cane holders have also been provided. Every aspect of the installation is based on universal design.
Large display monitors have been installed above all the check-in counters including the support counter. The visibility of other signboards has also been increased through the use of pictograms, colors, and large print. As a result, JAL passengers are able to find their way around the airport more easily and with more confidence.
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