Major airline companies in Japan join forces to tackle staff harassment; JAL, ANA launch guidelines to protect employees

Japan Airlines and All Nippon Airways aircraft are seen at New Chitose Airport in Hokkaido in October 2023. - Photo: Yomiuri Shimbun file

TOKYO: ANA Holdings Inc. and Japan Airlines Co. have jointly developed guidelines to help protect employees from unreasonable customer demands, the two companies announced on Friday (June 28).

The airlines say they have mapped out a basic policy to make it easier for the industry to respond to what has become known as “customer harassment” by providing a clear, common definition and classification of the term.