JAL Group Customer-Oriented Management Policy
In 2011, the JAL Group established the JAL Group Corporate Policy and the JAL Philosophy to guide its activities.
This policy sets out our commitment to further enhance customer satisfaction and to develop products and services that reach the hearts of every customer on a JAL Group-wide basis under the Customer-Oriented Management Policy.
* The JAL Group declares customer orientation under this policy.
JAL Group Corporate Policy
The JAL Group will:
Pursue the material and intellectual growth of all our employees;
Deliver unparalleled service to our customers; and
Increase corporate value and contribute to the betterment of society.
Our Approach
The JAL Group follows five key approaches to pursue customer satisfaction and deliver unparalleled service that reach the hearts of every customer.
- 1. We will implement a customer-oriented management that ensures corporate governance.
- 2. We will develop a corporate culture where all executives and employees think and act from the customers’ perspective.
- 3. We will carefully review customer feedback to develop and improve products and services.
- 4. We will deliver safe, secure, and sustainable products and services that meet the diverse values of our customers and society.
- 5. We will engage in two-way communication with our customers by providing clear and understandable information to ensure a safe experience with peace of mind.
1. We will implement a customer-oriented management that ensures corporate governance.
- Customer feedback, evaluations, and expectations from society are shared and discussed during management meetings, including board meetings, to continuously enhance customer satisfaction.
- Important matters related to customers are promptly reported and shared with the management team, while products and services are continuously developed and improved through cross-functional collaboration.
2. We will develop a corporate culture where all executives and employees think and act from the customers’ perspective.
- All customer feedback and requests are managed and analyzed, creating a system where every staff member, including the management team, can directly access and gain insights into our customers' perspectives.
- A culture and mindset that drive future improvement initiatives are developed by sharing examples of improvements inspired by customer feedback through internal newsletters and portal websites.
3. We will carefully review customer feedback to develop and improve products and services.
- Customer experiences will consistently remain valuable through collaboration among business divisions and collective efforts across the JAL Group.
- Customer feedback and evaluations at each touchpoint are managed and analyzed to capture customer needs in a timely manner and to utilize them in driving development and improvement initiatives.
* The JAL Group takes great care in handling customer feedback and personal information. For more details, please refer to the following.
4. We will deliver safe, secure, and sustainable products and services that meet the diverse values of our customers and society.
- A sustainable and better future will be created by working with our customers and society as social challenges will be solved by the unique business operations and approaches of an airline group.
- All products and services we provide to our customers are prepared in compliance with the regulations of each country and provided under strict quality control in partnership with our suppliers to ensure safety and peace of mind.
- Our products and services are designed to meet the diverse needs of customers by taking into account allergy requirements as well as religious and health considerations.
- Customers will feel safe and comfortable as efforts will be maintained in an accessible environment and services.
5. We will engage in two-way communication with our customers by providing clear and understandable information to ensure a safe experience and peace of mind.
- Considering the needs of all customers, efforts will be made to communicate with our customers to ensure information is dispatched responsibly.
- Various media will be used to communicate information quickly and clearly on flights, products, and services.
- Information on irregularities or safety-related incidents will be disclosed promptly and inquiries will be responded in a timely manner.
- Communication on sustainability will be made to our customers to build a brighter future.
