JAL Group Basic Policy on Customer Harassment
Basic Policy on Customer Harassment
JAL Group is committed to enhancing “safe and secure” and “comfortable” flights for all our customers as we strive to improve our services. We listen sincerely to our customers’ opinions and suggestions and respond to them earnestly.
However, we will not tolerate any verbal abuse, assault, or nuisance, as we consider such behaviors to be harmful to our staff and will act accordingly to protect the safety of our employees.
Internal Measures
- To ensure that our staff have the necessary knowledge of handling customer harassment properly, we provide them with the necessary training.
- To protect our employees from customer harassment, including malicious behavior, we have established manuals to make prompt and appropriate judgments and responses in the event of an incident.
- For a more appropriate responses, we collaborate with external organizations such as the police and lawyers.
- We have also established aftercare support for our staff’s physical and mental health.
External Measures
- We will take firm actions against customer harassment and issue warnings and cautions.
- Depending on the situation, we may take appropriate measures, such as reporting the incident to the police.
- We may refuse boarding or use of our services, or take any other action deemed necessary, such as requiring the submission of a consent form.
Request to Our Customers
- We will continue to strive to provide all customers with “safe and secure” flights. We appreciate your ongoing understanding and cooperation as we promote our efforts to prevent customer harassment in compliance with laws and regulations.
Definitions and Criteria (9 items)
We consider below as customer harassment from customers or third parties (including business partners, etc.):
(1) Any words or deeds that take advantage of a superior position;
(2) Any actions that constitute or may lead to acts that impede flight safety or other illegal acts as defined in the Civil Aeronautics Act, as well as actions that are not obligatory or that exceed the scope of socially accepted norms;
(3) Any actions that harm the working environment of employees.
Criteria for Judgment
① Abusive language, aggressive tone, insults, discrimination, slander, etc
② Any words or deeds that our staff feel threatened
③ Excessive or unreasonable demands
④ Assault
⑤ Deeds which disrupt our business operations (prolonged detention, excessive repetition of requests or complaints etc.)
⑥ Unpermitted entry to our workplace
⑦ Deeds which deceive our employees
⑧ Slander against the company or our employees on social media and the internet
⑨ Sexual harassment
