Alerts Sign-up
Japan Airlines (JAL) and All Nippon Airways (ANA) have issued new guidelines to address unruly passenger behavior, aiming to protect their employees. Both airlines have defined customer harassment and outlined various actions that harm the working environment of their staff. They may refuse service and report passengers to authorities for severe misconduct.
Airlines often face passenger complaints, but employees sometimes endure badly behaved passengers. Japan's two largest carriers have now introduced specific guidelines to handle such situations.
As skies become turbulent not only from weather but also from unruly passengers, JAL and ANA are taking a stand against these incidents. The ANA Group defines customer harassment as behavior that exploits a superior position, involves illegal activities or actions that harm employees' working environment. Examples include verbal abuse, threats, excessive demands, physical violence, property damage, business disruptions, unauthorized workspace access, deceptive behavior towards employees, credibility damage to the company or staff, voyeurism, stalking, indecent behavior, obscene remarks, or sexual harassment.
