JAL and ANA Strengthens Stand Against Unruly Behavior

The last thing you would want is to fly with an unruly passenger. While we expect good service as passengers, some individuals get out of hand and abuse the airline crew. In aviation, not everything can be given to the passenger, especially when it compromises safety. However, some passengers become so unruly that it feels uncomfortable flying with them. Some airlines have had enough, and fortunately, Japan Airlines (JAL} and All Nippon Airways (ANA) are stepping up against unruly passenger behavior.

As airlines face increasing challenges from unruly passenger behavior, JAL and ANA have outlined strict policies to address and mitigate such incidents. These measures aim to protect their employees and ensure a safe and pleasant flying experience for all passengers.

JAL’s Approach to Handling Misconduct

JAL defines harassment as any words or actions that exploit a superior position, impede flight safety, or harm the working environment of employees. Examples of harassment include:

• Abusive language, aggressive tone, insults, discrimination, slander
• Threatening staff
• Excessive or unreasonable demands
• Physical assault
• Actions that disrupt business operations (prolonged detention, excessive repetition of requests or complaints)
• Unauthorized entry to workplaces
• Deceptive behavior towards employees
• Slander against the company or employees on social media and the internet
• Sexual harassment

JAL outlines measures to handle such situations, including involving the police and legal professionals if necessary.

ANA’s Policies on Passenger Misconduct

The ANA Group has defined customer harassment as behavior that exploits a superior position, involves illegal activities, or harms the working environment of employees. Specific examples include:

• Verbal abuse, yelling, insults, discriminatory remarks, defamation
• Threatening or intimidating behavior
• Excessive demands
• Physical violence, property damage, or other aggressive behavior
• Actions that disrupt business operations (prolonged detention, multiple complaints)
• Unauthorized access to workspaces
• Deceptive behavior towards employees
• Actions that damage the company’s or employees’ credibility
• Acts of voyeurism, stalking, indecent behavior, obscene remarks, or sexual harassment

ANA emphasizes that passengers exhibiting such behavior will first be dealt with politely. If the situation escalates, the airline may refuse service to the passenger and report the incident to authorities.

Rising Incidents of Unruly Behavior

In recent years, there have been numerous cases of unruly passenger behavior worldwide, ranging from verbal abuse and physical assault to attempts to approach the cockpit door. These incidents have prompted airlines and aviation authorities to implement stricter policies and enforcement measures.

The Federal Aviation Administration (FAA) in the United States has adopted a zero-tolerance policy for such behavior. The FAA has introduced a toolkit that includes airport signage and public service announcements to warn against disruptive actions. The FAA states, “Dangerous passengers put everyone at risk. Threatening or violent behavior can distract and disrupt crewmembers from their primary responsibility – to ensure the safety of all passengers. If you disrupt a flight, you risk not only substantial fines from the FAA, but also federal criminal prosecution and jail time.”

These policies and measures by JAL, ANA, and the FAA highlight the importance of maintaining a safe and respectful environment on flights. I just hope other airlines, especially in the Philippines, follow suit. Filipinos have a habit of taking videos of the crew without permission and exposing them on social media. Airlines have already warned passengers that such actions can lead to legal actions in violation of the Data Privacy Act in the Philippines.

Source: Simple Flying