On June 28, ANA and JAL jointly formulated a policy against customer harassment, clearly stating the framework and definitions.
As social attention increasingly focuses on the issue of harassment and how to deal with it, including mental and physical exhaustion of employees and deterioration of the work environment, there is a growing need for airlines, which have many opportunities for face-to-face contact at airports and on board flights, to take action. In addition, the presence of other customers at the scene of harassment may cause inconvenience to passengers, such as making them feel uncomfortable or preventing them from receiving the services they are supposed to be provided.
Therefore, both companies have clarified their stance and approach by defining “what constitutes harassment” and organizing examples of such conduct and posting them on their respective websites.
At the conference, Ms. Yoshiko Miyashita, General Manager of CS Promotion Department, CX Promotion Office, ANA, and Ms. Rika Uetsuji, General Manager of CX Promotion Department, Customer Experience Division, JAL, who both have experience serving customers in the field, took the stage to explain the “basic policy (framework)”, “definition” and “examples of applicable actions”.
We will always be close to our customers and aim to provide high quality services in order to deliver safe and comfortable air travel. To this end, we will respond to customers’ opinions and suggestions sincerely and faithfully.
On the other hand, we will take firm and systematic action against customer harassment, such as verbal abuse, assault, and other extreme disruptive behavior (customer harassment), as it is harmful to employees’ human rights and the working environment.
Definition of Customer Harassment
Harming the working environment of employees by “acts in violation of the Civil Aeronautics Act or other relevant laws and regulations” and “acts that could lead to such acts” or “acts that are not obligatory or require responses that exceed the scope of socially accepted norms” by taking advantage of their superior position from customers or third parties (including business partners, etc.).
Examples of conduct that constitutes customer harassment
Ranting, shouting, insults, discriminatory remarks, slander, etc.
Words and deeds that are threatening.
Excessive demands
Assault
Conduct that interferes with business operations (e.g., prolonged detention, multiple claims, etc.)
Access to business space
Deceiving employees
Actions that discredit the company or its employees (e.g., SNS postings)
Sexual harassment (voyeurism, obscenity, comments, following, etc.)
ANA/JAL Customer Harassment Policy
The above definition of harassment has been confirmed in each division of both companies, and in FY2023, there were approximately 300 cases at both companies. In particular, assaults have been reported at airports and in-flight facilities where face-to-face service is provided, and the companies are concerned that future leaders may leave their workplaces due to such cases.
Mr. Miyashita and Mr. Uetsuji explained that the two companies have been working on kasuhara measures themselves for some time, and that the two companies’ desire to promote industry-wide measures has led them to the stage where they are now jointly formulating a policy on the issue.
Until now, it has been difficult for employees themselves to draw a line between what constitutes harassment and what is harassment, even when faced with harassment.
On the other hand, while there is a sense that cussing has been increasing in recent years, the reasons for this increase are not yet known. However, it is possible that the rise of various social networking services, smartphone camera apps, and other technological backgrounds that facilitate the diffusion of photos and videos have made it easier to come to the surface.
© Source travel watch
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