In recent times, there has been a disturbing trend of travelers verbally or physically abusing airline staff. This has prompted Japan Airlines and All Nippon Airways to update their websites with new „customer harassment“ policies. This move comes in response to an increase in frontline worker abuse across various industries in Japan, highlighting the need for stricter measures to protect airline employees.
Both Japan Airlines and All Nippon Airways have outlined specific behaviors that constitute „harassment“ under their new policies. These include abusive language, aggressive tone, insults, discrimination, threats, unreasonable demands, assault, disruptive deeds, unauthorized entry, deception, slander, and sexual harassment. ANA’s policy goes even further to include voyeurism, stalking, and indecent behavior. These policies are aimed at providing clear standards for employees to handle customer interactions more effectively, reducing the burden on them and preventing cases where staff are forced to take leave due to harassment.
Japan Airlines has mandated that its staff undergo harassment training to equip them with the necessary skills to handle malicious behavior from customers. Additionally, employees will be provided with manuals on how to respond quickly and appropriately to such situations. The airline has also established aftercare support for the physical and mental well-being of its staff. Similarly, All Nippon Airways has taken steps to ensure that its employees are adequately prepared to address customer harassment cases.
Both airlines have made it clear that travelers who engage in harassment towards their employees will face consequences. These consequences range from warnings to denial of boarding and even police involvement if necessary. This zero-tolerance approach is essential in maintaining a safe and respectful environment for airline staff to carry out their duties efficiently.
While air rage incidents have been on the rise globally, particularly in the United States, where incidents increased significantly during the pandemic, Japanese airlines have not been immune to such behavior. Despite Japan’s reputation for politeness and respect, there have been instances of customer harassment on Asian carriers, necessitating the implementation of strict policies by airlines and local authorities.
Recent incidents, such as a passenger causing a delay after berating airline staff for not speaking her language, highlight the challenges faced by airline employees in dealing with unruly customers. In another case, an intoxicated passenger bit a flight attendant, underscoring the need for stringent measures to protect airline staff. Municipalities and companies are taking steps to safeguard their employees, such as removing personal information from name tags to prevent online harassment.
The introduction of customer harassment policies by Japan Airlines and All Nippon Airways is a crucial step towards ensuring the safety and well-being of airline staff. These policies provide clear guidelines for employees to handle difficult situations effectively, backed by training and support. By enforcing consequences for harassing behavior, the airlines are sending a strong message that such actions will not be tolerated. As the airline industry continues to face challenges posed by unruly passengers, it is imperative for airlines to prioritize the safety and security of their employees.
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