BATON 02
Reservations and Sales
We serve customers
at the start of their journey.
ABOUT
Customers purchase JAL Group flight tickets and travel products through various channels, such as JAL's website, Call Centers, airports, corporate salespersons and travel agents.
Staff in each of these sections put themselves in the customers' position to assure a comfortable and reliable journey and have them choose JAL again on their next trip.
INTERVIEW
As the sections in charge of domestic and international ticket reservations, ticket issuance, information, and such, we are the first touch point for customers who use JAL. We serve them courteously to ensure a smooth travel experience from reservations to boarding. Reservations, sales, airports and cabin attendants divisions work together to provide customer with customized and unparalleled service. For example, if a customer requests a wheelchair at the airport when booking a flight, we contact airport staff in advance so that a wheelchair is ready and the customer is not kept waiting. If we find out that it is a customer's birthday or anniversary, we coordinate with cabin attendants so that they may congratulate the customer onboard.
We think positively and follow three keywords to provide the finest service possible: first, offer "high quality" service instead of merely working by the book; second, "empathize" with the customer and propose a satisfying alternative when we are unable to meet a request; and third, provide speedy and "timely" action and information. We would like customer to feel reassured when using JAL and enjoy smooth procedures on the day of departure; therefore, we respond flexibly and offer hospitable service which only JAL can provide. We value customer feedback from surveys to further improve our service.
We believe that there are as many types of service as there are customers. We do our best to provide service that customers would appreciate and have them say, "I'm glad I used JAL!", "I want to use JAL again!"
PASS THE BATON
OFFICE
CALL CENTER
We receive many queries by phone from customers, who seek detailed service and information. Our mission is to support the safe and comfortable travel experience of every customer by meeting individual requests, proposing ideas, providing information on destinations, and such. The range of questions is expansive, such as information on reservations, ticketing, airports, immigration, baggage and inflight meals.
Corporate Sales
We grasp the needs of our corporate clients when they use our domestic and international flights, offer the best proposal available, and conclude corporate agreements.
We coordinate with their Secretary Office and travel agents as well as their contract department, and make the best baton pass to our airports and cabin attendants division to ensure that our clients enjoy a comfortable flight. To increase familiarity with JAL, we visit corporations and hold JAL events all year round.
WEB Sales
We plan and operate JAL's corporate website, smartphone site, and applications to fulfill our mission of maximizing JAL Group's revenues. In addition to improving online usability and purchasing, we utilize web features to carry out various activities. They include one-to-one marketing, such as putting up banners according to customer needs, and introduction of JAL's services over digital media.
Priority Guest
We provide consultation to customers with disabilities, illness or injury to ensure that they enjoy a safe and secure flight. We also make necessary arrangements for advanced medical transportation, such as transporting infants with medical needs or patients undergoing a heart transplant overseas in coordination with specialized medical institutions.
