On July 18, 2024, Solaseed Air and StarFlyer announced their new ‘customer harassment policy’ amid increasing awareness about the issue of customers’ unreasonable complaints and bad behavior. Both Solaseed Air and StarFlyer’s policies define ‘customer harassment’ in a similar way, which is based on guidelines provided by the Ministry of Health, Labour and Welfare.
According to the airlines, ‘customer harassment’ occurs when a customer, business partner, or other third party takes advantage of its superior position; does what is or can lead to an illegal act or makes unfair demands beyond what can reasonably be expected; and causes harm to employees’ working environment. The policies list the nine examples of such behavior including verbal abuse and unauthorized access to workspaces.
StarFlyer policy says that “If any incident that constitutes customer harassment occurs, we warn the person to stop and take appropriate other actions, such as consulting with a lawyer, reporting the incident to the police, or refusing to provide service to the person in the future.”
Solaseed Air’s policy is similar: “If any incident that constitutes customer harassment occurs, we may refuse providing services to the person in the future. Additionally, we will take strict action against malicious behavior and criminal acts while seeking advice from the police and lawyers.”
The two airlines’ policy is also similar to ANA and JAL’s jointly developed policy announced late last month.
