Air Do becomes fifth Japanese airline to publish ‘customer harassment’ policy

Air Do 767-300
Air Do operates a fleet of 767s and 737s on flights between Hokkaido and the rest of Japan.

On July 26, 2024, Air Do became the latest Japanese airline to publish their ‘customer harassment’ policy outlining the repercussions of unreasonable complaints and bad behavior by customers amid growing awareness about the issue.

“Recently we received abusive language, derogatory remarks, violent acts, and other acts of extreme nuisance from customers that violate the dignity of our employees, and these acts are also factors that lead to a deterioration of the work environment,” said Air Do’s statement.

“If any incidents that constitute customer harassment occur, we will ask the customer to stop. Unfortunately, if the problematic behavior continues, we may refuse to allow the customer to use Air Do flights. Furthermore, we will take strict action against malicious behavior and criminal acts, seeking advice from the police and lawyers,” says Air Do’s ‘customer harassment’ policy.

The policy follows guidelines established by the Ministry of Health, Labour and Welfare (MHLW) and is similar to the policies introduced by ANA and JAL at the end of last month and Solaseed Air and StarFlyer earlier this month.

MHLW defines ‘customer harassment’ as a situation in which a customer, business partner or other third party takes advantage of their superior position; does an illegal act (or something that can lead to it) or demands beyond what can reasonably be expected, and causes harm to the working environment. The ministry provides nine examples of such behavior including verbal abuse, unauthorized access to workspaces, and misleading employees.

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