Japan Airlines and All Nippon Airways aircraft are seen at New Chitose Airport in Hokkaido in October 2023. - Photo: Yomiuri Shimbun file
Under the guidelines, customer harassment is specified as “actions by customers that take advantage of their superior position to commit illegal acts or make unreasonable demands, harming the work environment of employees.”Specific actions in the guidelines are classified into nine categories, including verbal abuse, assault and sexual harassment.
“Sexual harassment” includes acts such as taking unauthorised photographs, indecent acts and following employees around.By clarifying the definitions of unreasonable acts, front-line workers will find it easier to determine whether a passenger’s words or actions constitute harassment.