2 Japan airlines issue guidelines to tackle customer harassment as complaints surge

Japan Airlines and All Nippon Airways have united to draw up guidelines on travellers’ behaviour, in a bid to stamp out the increasing problem of “customer harassment” faced by the two carriers and other local companies.

The two airlines unveiled the new guidelines last Friday, with their websites identifying a range of actions that would constitute harassment of staff on board aircraft, at airport check-in counters or during phone conversations.

The list includes the use of language that is abusive, aggressive, insulting or discriminatory, physical assault of a member of staff, unreasonable demands and sexual harassment.

The ANA policy also identifies voyeurism, stalking and indecent behaviour as breaches of its new code of passenger conduct.

In June, a professional pianist from Tokyo was arrested for allegedly stealing a cabin attendant’s apron from an ANA aircraft in Okinawa in April. Kazuya Saito, an award-winning musician, admitted the theft, Kyodo News reported, with police quoting him as saying, “Collecting women’s uniforms is my hobby. I smelled it and wore it myself.”

In its announcement, JAL said staff would undergo mandatory harassment training and be issued with manuals detailing how they were expected to deal with inappropriate or threatening behaviour from others.

Both airlines said that customers would initially be issued with a formal warning for harassment of their staff. They could also refuse to allow errant passengers to board their aircraft or request help from police.

“We will firmly respond to customer harassment with the understanding and cooperation of our customers,” said Yoshiko Miyashita, vice-president of ANA’s customer service promotion division, in a press conference in Tokyo.

“By doing so, we will