NEW AIRLINE POLICY: COMPLAIN AND GET KICKED OUT OF THE PLANE

Skymark Airlines, a budget carrier in Japan, has introduced an eight-point “Service Concept” guideline aboard flights warning passengers that they are not to complain to airline staffers, under threat of being kicked off the plane.

According to Skymark’s guidelines, the main explanation is that first and foremost, the crew’s job is to address safety issues. Tending to the needs of passengers is above and beyond the call of duty, apparently. It’s a distraction, especially if one has to do so in a cordial manner.

It told passengers that there’s no chance airline attendants would help them stow bags in overhead bins. Attendants are also not required to use “polite language” when addressing passengers. And if you’ve got a complaint on the flight? Save your breath.

“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.”

Obviously not satisfied with the part that aspect of the policy concerning complain, the head of Japan’s Consumer Affairs Agency said that it was improper to tell customers to direct their complaints to public organizations, and requested that Skymark change the policy. Under pressure, Skymark recently agreed to revise at least the part of its guidelines regarding complaints.