Details of airport notificationFormulation of Basic Policy on Customer Harassment at Narita Airport
Release Date
:2024-10-28
The Narita Airport CS Council formulated the Basic Policy on Customer Harassment at Narita Airport. See the following for details.
Introduction
We aim to be the world's top-level international hub airport. Companies in Narita Airport are endeavoring to provide better services in an integrated manner, always from the viewpoint of customers, with the aim of improving the value of their experience in the airport.
However, if we find any behavior from customers making excessive demands, which is categorized as customer harassment, such as verbal abuse or violence against airport staff, unreasonable demands for money or goods, photographing without permission, and threats, we will take strict measures in accordance with this Basic Policy on Customer Harassment.
As many visitors from overseas use Narita Airport, the awareness of customer harassment may differ by nationality or cultural background. Therefore, by clearly presenting our basic policy, we intend not only to secure the safety of airport staff but also to provide safety and security to airport users and provide even better services.
Our View on Customer Harassment
We consider all claims and behavior from customers the details of which are judged inappropriate and the means and modes for which are judged unreasonable based on social norms and which would harm the working environment of airport staff physically or psychologically, as customer harassment.
Concrete Examples of Customer Harassment
*The following are simply examples and customer harassment is not limited to these.
i.Yelling, verbal abuse, discrimination, defamation, etc.
- Persistently yelling at a staff member and blaming them for a problem
- Insulting behavior, such as discriminating against a staff member by job type or making fun of their personal appearance
ii.Threatening or intimidating behavior
- Remarks suggesting legal action or posting on SNS
iii.Excessive demands
- Excessive demand for services
- Demand for preferential treatment taking advantage of social status
iv.Inappropriate demand
- Demand for monetary compensation or an apology unrelated to the relevant company's goods or services
v.Physical violence and other destructive behavior
- Grabbing a staff member's arm, hitting or kicking them, or throwing something at them
vi.Demand staff personal information or attack individuals
- Persistently demanding the disclosure of an attending staff member's personal information
- Taking a photo, or a visual or audio recording of a staff member and posting it on SNS without consent
vii. Sexual harassment
- Specifying that attending staff be a specific gender
- Indecent behavior, obscene remarks, stalking, etc.
viii.Act that disrupts business operations
- Prolonged detention of staff (face-to-face, by phone or by mail, etc.)
- Persistently repeating the same claim
ix.Unauthorized access to workspaces
- Entry into workspaces (counter, etc.) without permission
Efforts by the Airport
Airport staff will take strict measures in cases falling under customer harassment under this Basic Policy.
We will endeavor to further improve service levels and continue promoting efforts against customer harassment in close collaboration with companies in the airport.
Basic Policy on Customer Harassment at Narita Airport Full Text (Download PDF)
View PDF of “Basic Policy on Customer Harassment at Narita Airport” here.