Response to Customer Harassment | Creating a Comfortable Working Environment | Society | Sustainability

Basic policy

We aim to provide a service with a higher level of satisfaction by meeting the trust and expectations of our customers, through our involvement in airport operations. And thus, we respond to our customers with sincerity. However, customer harassment may damage the character and dignity of employees and disrupt the working environment. We will respond firmly and systematically to such words and actions to respect the human rights of each and every employee.

Definition of customer harassment

We define customer harassment as any complaint or remark made by a customer or business partner, etc., in which the means or manner of achieving the request is considered inappropriate considering the validity of the request, and the working environment of the employee is harmed by such means or manner.

Applicable Conduct

Physical violence	Physical attacks: Assault and battery
Verbal attacks	Psychological attacks and intimidating behavior: Verbal abuse, shouting, insults, and slander Discriminatory behavior: Based on nationality, gender, appearance, etc. Sexual harassment Repeated or persistent behavior Physical attacks: Assault and battery
Interference by action	Restraining behavior: Refusing to leave, staying in place, or making prolonged complaints Unauthorized entry: Into business areas such as counters and offices
Attacks on individuals	Attacks on or demands made to individual employees Obtaining personal information: Such as photographs of employees and posting or publishing this information on social media
Unreasonable demands	Unreasonable demands: Demands that go beyond legal responsibility, demands, that are not related to the services provided by the company, or lack validity Excessive demands

The examples of behavior above are based on the “Customer Harassment Countermeasures Company Manual” published by the Ministry of Health, Labor and Welfare. The examples are for illustrative purposes only, and customer harassment is not limited to these examples. The examples also include behavior that constitutes a criminal offense.