The ANA Group and the JAL Group have jointly formulated a policy against customer harassment.
As customer harassment is increasingly recognized as a societal problem, it has also become a problem in the airline industry, affecting the working environment of employees. It not only causes discomfort to the employees dealing with such harassment but also to those around them, potentially hindering the proper provision of services. By establishing this policy and posting it on their corporate websites, both companies have clarified their stance on this issue.
Customer harassment is defined as “Acts that harm the working environment of employees through the misuse of a superior position by customers or third parties (including business partners), including but not limited to actions against the aviation law, other relevant regulations, actions that could lead to such violations, demands that exceed societal norms or are unreasonable, and require a response outside of one’s duties.” Examples of such conduct include verbal abuse, shouting, insults, discriminatory remarks, slander, behaviors causing a sense of threat, excessive demands, assault, actions impairing business operations (such as prolonged detention or repeated complaints), trespassing into operational areas, deceiving employees, actions that damage the company or employees’ reputation (such as social media posts), and sexual harassment (voyeurism, obscene acts, remarks, stalking, etc.).
Going forward, each company will provide care for employees who have experienced customer harassment and educate them on how to properly address it. Additionally, regular exchanges of ideas will be held across the industry to aim for an improvement in handling customer harassment within the aviation sector.
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