Amid increasing awareness about the issue of customer abuse, i.e. unreasonable complaints and bad behavior from customers toward staff, ANA and JAL jointly developed a ‘customer harassment policy’ outlining examples of what constitutes ‘customer harassment,’ as well as the potential repercussions for customers that abuse the airlines’ staff.
Both of the companies posted the policy on their website, explaining that “We strive to always understand the customers’ viewpoint and provide service that exceeds their expectations. … On the other hand, when it comes to harassment from customers which harms the rights and working environment of our employees, we take a firm and resolute stance as an organization.”
The two airlines define customer harassment as behavior from customers or third parties such as business partners that “takes advantage of a superior position,” constitutes or may lead to illegal activities or “actions beyond obligations or societal norms,” and “actions that harm the working environment of employees.”
According to the policy, “If customer harassment occurs, we clearly but politely ask the individual to refrain from the problematic behavior once it has been recognized as customer harassment. If the problematic behavior unfortunately continues, we may refuse the use of our services in accordance with our Conditions of Carriage, applicable regulations, or other company rules. Furthermore, for malicious behavior and criminal acts, we will consult with the appropriate authorities such as the police, and take strict measures.”
The policy refers to the Ministry of Health, Labour and Welfare’s “Customer Harassment Countermeasures Company Manual,” which was published amid the increasing recognition of customer harassment as a societal issue, for examples of what constitutes such actions. Example actions highlighted include:
- Verbal abuse (yelling, insults, etc.)
- Threatening and intimidating
- Excessive demands
- Physical violence toward staff or property
- Actions that disrupt business operations
- Unauthorized access to workspaces
- Deceptive behavior toward employees
- Actions damaging the company’s or employees’ credibility
- Sexual harassment and other indecent behavior
Customer harassment is the latest area in which the two major Japanese airlines cooperate. Recently, amid issues with securing enough ground staff, the two airlines also started recognizing each other’s ground staff qualifications.