The Tokyo Metropolitan Government filed a complaint against Japanese budget carrier Skymark Airlines and the Consumer Affairs Agency requested that it remove the notices, which informed passengers that Skymark would not accept complaints during flights. Instead, passengers were told to direct any complaints to public consumer centres.
Hirohiko Fukushima, the head of the Consumer Affairs Agency, said in Tokyo, “We cannot condone an attitude of directing complaints about a company’s services to public organisations.”
Skymark’s eight-point “Service Concept” guidelines were introduced aboard its aircraft in mid-May and stated that cabin staff would not help passengers stow their bags, that attendants were not required to use “polite language” when talking to customers and that the crew’s primary task is not to attend to passengers but to serve as safety personnel.
The notice added, “We will not accept any complaints made on-board. In case a passenger does not understand that, we will ask the person to leave so that we can take off as scheduled. If passengers have complaints, we urge them to contact our customer service centre, the National Consumer Affairs Center or other related agencies.” On Wednesday, the airline gave in to the pressure and said it would revise the notices.
(Excerpt) Read more at telegraph.co.uk …
