2. Basic Policy

The Company’s corporate philosophy is to create a new form of airport shops to provide the very highest in customer satisfaction. The Company aims to pursue and provide products and services that can satisfy our customers and to always do so from the customer's point of view.
On the other hand, we are discovering incidents involving the harassment by customers of our employees in which a very small minority of our customers, as well as our business partners, etc., commit acts that damage our workplace environments, such as behaving cruelly or making excessive and unreasonable demands. (Such acts are called “customer harassment” in this policy.)
The Company will respond firmly and systematically to acts of customer harassment to respect each employee’s human rights.

3. Company Definition of Customer Harassment

“Customer harassment” is defined as a case in which a customer makes an unreasonable demand through a complaint or their behavior, or the means or mode in which the customer makes the relevant demand is inappropriate in light of social standards, and such means or mode damages the working environment of the employees responding to such demand.

4. Acts Considered to Constitute Customer Harassment

The following are only examples of customer harassment and do not exclude other acts of customer harassment:

• Shouting, using violent, insulting or defamatory language, making discriminatory statements, etc.;
• Coercive or threatening behavior;
• Excessive demands;
• Unreasonable demands;
• Acts of violence, including hitting objects;
• Abusing our staff’s personal information or making demands of or attacking them as individuals;
• Sexual harassment;
• Acts that interfere with our business operations; and
• Unauthorized entry into employee-only areas.

5. Response to Customer Harassment

If any incident of customer harassment occurs, we will respond firmly and warn the relevant customer, etc. to stop their behavior. However, if the customer, etc. does not stop, we may prohibit him or her from entering our shops and other locations, or may refuse to sell products or provide services to him or her in accordance with applicable laws and regulations, the rules for use and management of the airport, and other rules provided by the Company. We will strictly and appropriately respond to malicious behavior or criminal acts after consulting with the police, external experts (lawyers, etc.), or other competent organizations.

We ask for your understanding with regard to this Policy.