INTERVIEW

We receive the baton from reservations (WEB) and sales, and perform a wide range of duties, such as checking-in passengers and baggage at check-in counters, making boarding announcements and guiding passenger through departure boarding gates, welcoming arriving passengers, and assisting passengers with their connecting flights.

The main feature of airport passenger service is that much of our work requires coordination with other sections. For example, if special care is required for a customer using a wheelchair, we share the information with flight crew, cabin attendants and ground handling staff. If a customer requests a special meal due to a food allergy, we verbally confirm the information with cabin attendants. To make the best baton pass, we avoid vague expressions and convey information clearly and accurately for everyone to understand. We concentrate on the job at hand with an awareness that each task leads to a safe, secure and comfortable travel experience.

We also do our best to meet personal needs of customers. We improve our sensitivity so that we can detect individual needs from the customer's words or behavior, such as a customer in the lounge who says, "I want to work quietly" or a customer at the check-in counter who says, "I'm in a rush." We devise ways to add a special touch. Especially for customers who use JAL for the first time, we do our best to let them feel, "JAL's service is great. I want to use JAL again."

We think and act from the customer's standpoint so that customers can put their confidence in our flights and enjoy unparalleled service through our airport passenger service. To assist the increasing number of international visitors, we would like to express our gratitude and welcome them in their native languages, and thereby extend Omotenashi (Japanese warm hospitality) beyond language barriers. We hope they enjoy their stay in Japan.