1. Jetstar Japan Basic Policy on Customer Harassment
At Jetstar Japan, we are committed to our vision of “making your world more accessible” by providing safe and enjoyable air travel at low fares. The safety of our customers and employees is our first priority and so we do not tolerate any disruptive behavior, including verbal or physical abuse, harassment or any conduct that could be harmful, in the working environment of employees.
2. Definition of Customer Harassment
Customer Harassment can include the following actions by customers or third parties (including business partners, etc.) :
- Words or actions that take advantage of a superior position.
- Any actions that constitute or may lead to acts that impede flight safety or other illegal acts as defined in the Civil Aeronautics Act, as well as actions that are not obligatory or that exceed the scope of socially accepted norms.
- Any actions that harm the working environment of employees.
3. Criteria for Judgement
- Abusive language, aggressive tone, insults, discrimination, slander
- Any words or actions that make customer or employees feel threatened
- Excessive or unreasonable demands
- Assault
- Actions which disrupt our business operations including prolonged detention, excessive repetition of requests or complaints
- Unpermitted entry to our workplace
- Deeds which deceive our employees
- Slander against the company or our employees including on social media and the internet
- Sexual harassment including voyeurism, obscenity, obscenity remarks, stalking
4. Measures for Customer Harassment
To ensure the safety of our customers and employees, we have recently updated our Customer Harassment policy to strengthen our internal processes and provide additional training to employees to respond to any form of harassment. Our employees are trained to handle disruptive passengers and will take appropriate measures depending on the situation. In serious cases, employees may refuse boarding or use of our service and may report the incident to the police. In cooperation with The Scheduled Airlines Association of Japan and other related organizations, we will continue to promote customer harassment initiatives to ensure the safety and wellbeing of our customers and employees.
Jetstar Japan remains committed to providing safe, affordable and enjoyable air travel to more customers.