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Japan Airlines is planning to vastly improve service to Chinese clients in response to complaints from dozens of Chinese passengers angered by unsatisfactory treatment during an unplanned layover in January.
Changes could include new emergency supply rules in addition to already announced increases in hiring Chinese flight attendants and Chinese-speaking ground service personnel, said Aoyama Tomohide, vice-president and regional manager for China.
Aoyama met yesterday with representatives of Chinese passengers in Beijing, the second round of talks seeking an amicable resolution to the dispute.
The official heard complaints from Beijing passengers of the flight at the meeting.
Aoyama apologized to Tianjin-based passengers from the flight in Tianjin earlier this month after the first round of talks on the incident.
"We have issued a proposal on how to further improve our service, especially to Chinese passengers," Aoyama said.
The company already said earlier this year it would hire more Chinese flight attendants and Chinese-speaking ground workers at major airports.
Now the airline is prepared to plan on having 1,000 blankets, maps and lists of hotels available to passengers in case of inclement weather, Aoyama said.
Wang Shaohua and Li Nan, two Beijing-based passengers, said they hope Japan Airlines will improve not only their service materials but also the staff training.
The parties are expected to reach a final agreement by the end of this month, Chinese Consumers' Association is presiding over the case.
(eastday.com 07/20/2001)
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