December 12, 2024
Kansai Airports has formulated our “Approach to Customer Harassment” with the aim of providing all customers using the airport with a safe, secure and comfortable experience, as well as ensuring that our employees can work in a secure environment.
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.
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.
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.
We will continue to work towards creating better airports for our customers, both domestic and international, and we will also work with the relevant organizations to take a firm stance against customer harassment.