Japan Airlines (JAL) and All Nippon Airways (ANA) have introduced strict new guidelines to prevent and counter the rising issue of customer harassment in the sector.
As shared by the South China Morning Post, the guidelines outline behaviors that constitute harassment, including sexual harassment, abusive language, physical assault, and other unreasonable demands.
ANA's policy further addresses indecent behavior, stalking, and voyeurism, aiming to protect staff both in flight and on the ground.
Harassment in Japan Airlines
This initiative comes as a response to increasing incidents of harassment reported by service industry workers across Japan.
According to a recent survey by the UA Zensen union, nearly half of these workers have faced customer harassment in the past two years, leading to stress and, in some cases, the need for counseling.
The aviation sector has not been immune, with reports of unruly and sometimes violent passengers on the rise.
In one notable incident, an ANA flight had to return to Haneda International Airport when an intoxicated passenger bit a cabin attendant. Another case involved a passenger on a China Airlines flight who became aggressive when addressed in Chinese, demanding to be spoken to in Japanese.
ANA's vice-president of customer service promotion, Yoshiko Miyashita, stated that they respond to customer harassment through cooperation and, sometimes, understanding their customers.
These measures are designed to create a safer and more comfortable environment by also allowing airlines to refuse boarding to passengers who harass staff and to seek police assistance if necessary.
While some industry experts believe the measures might seem excessive, they acknowledge the necessity given the increasing aggression towards airline staff globally.
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