KNT-CT Group Basic Policy on Customer Harassment
KNT-CT Group Basic Policy on Customer Harassment
The KNT-CT Group operates its business primarily in the travel industry, and its mission is to provide safe, secure and comfortable services to customers. However, maintaining the safety and working environment of employees is also important, and in order to realize a society in which the human rights of all stakeholders are respected, we have established the "KNT-CT Group Basic Policy on Customer Harassment."
*Employees include all employees working for the KNT-CT group and service providers during the trip (tour conductors, guides, facility staff, etc.).
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- Basic Policy
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The KNT-CT Group will humbly accept the opinions and requests of customers (including business partners, etc.; the same applies below) and respond to them sincerely and sincerely. On the other hand, customer harassment such as assault, threats, abusive language, and unreasonable demands against employees is a factor that damages the dignity of employees and leads to a decline in the quality of service. In order to protect the physical and mental safety of employees and provide high-quality service to all customers, we will take appropriate action if we determine that such behavior is inappropriate according to social standards.
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- Our Group's definition of customer harassment
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The words, actions, attitudes, and behavior of customers that make requests etc. that are inappropriate, or that, in light of the appropriateness of the content of the requests etc. made through these means and methods of fulfilling them, are socially inappropriate, thereby harming the working environment of employees.
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- Examples of potential target actions within our Group
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Physical or mental attacks (assault, injury, threats, slander, libel, insults, verbal abuse, demands to kneel down)
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Threatening behavior such as shouting, banging on the table, kicking, etc.
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Threatening behavior, such as recording or filming the conversation and providing it to the media or threatening to post it online
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Posting or spreading defamatory remarks about our group or individual employees through social media, reviews sites, online video distribution, etc.
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Continuous, persistent behavior
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Restrictive behavior (refusal to leave, staying put, confinement)
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Numerous persistent calls (including silent calls), long phone calls
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Discriminatory or sexual behavior
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Remarks and actions that suggest ties to antisocial forces
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Unreasonable or excessive service requests
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Forcing services that are not included in the contract
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Changing reservations without a valid reason, waiving cancellation fees, requesting monetary compensation, or requesting an apology
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Making excessive demands or making harassment towards employees, guides or tour conductors (including taking unauthorized photographs, stalking or waiting outside the venue, and requesting the disclosure of private contact information)
*The above are examples and are not limited to these.
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- Attitude towards customer harassment
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If the Group determines that a customer's words, actions, behavior, etc. constitute customer harassment, the Group may issue a warning or discontinue the service to protect its employees. If a travel contract has been concluded with the customer, the Group may cancel the travel contract or refuse to provide travel services to the customer in accordance with the travel agency terms and conditions. In addition, the Group may report the case to the police or take legal action if necessary.
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- Our Group's Initiatives
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We will develop procedures for dealing with customer harassment.
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We will provide our employees with education and training on how to respond to customer harassment, and will also educate our employees not to commit customer harassment against business partners, etc.
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We will establish a reporting and consultation system within our Group for customer harassment and strive to provide mental care for our employees.
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Our group will strive to provide fair and safe services to all customers, and will thoroughly implement measures based on this policy to protect an environment in which employees can work with peace of mind.
