Japanese airlines clamp down on abusive travelers

[reader]

from CNBC Travel

Japan’s two largest commercial airlines are toughening their stances against travelers who verbally or physically abuse airline staff.

Japan Airlines and All Nippon Airways updated their websites Friday with “customer harassment” policies, in the wake of rising instances of front-line worker abuse occurring across industries in Japan.

Using similarly worded language, the two airlines cited nine behaviors that constitute “harassment” under the policies, including:

1. Abusive language, aggressive tone, insults, discrimination, slander
2. Threatening words or actions
3. Excessive or unreasonable demands
4. Assault
5. Deeds which disrupt business operations (prolonged detention, excessive repetition of requests or complaints)
6. Unpermitted entry to workplace
7. Deeds which deceive its employees
8. Slander against the company or its employees on social media and the internet
9. Sexual harassment

ANA’s customer harassment policy also includes voyeurism, stalking and indecent behavior — a jarring reminder of the situations that airline employees can face in an industry that often sees travelers behaving at their worst.  

[Riobard]

Yeah but what’s Nippon’s follow thru rate for that clamping?

[unicorn]

22 hours ago, reader said:

...Slander against the company or its employees on social media and the internet...

Hmm. I would think that slander is something which must be determined in the courtroom. Will passengers be banned because they post bad reviews and/or travel vlogs? Sounds like a dangerous precedent, if they get to unilaterally decide that a negative posting constitutes "slander" which can lead to action against passengers. 

[tm_nyc]

I agree.  I don't think that threatening customers for posting complaints on social media is a great business strategy.

[unicorn]

The policy hides the truly malicious item as #9/10, lumping it in with a bunch of other items with which everyone would agree. Obviously, action must be taken against verbally or physically abusive passengers. However, comments about negative experiences on "social media" or "the internet" should not result in adverse action. Negative comments could be taken constructively--to help the airline identify areas for potential improvement. Too bad JAL/ANA don't see it that way.