Acting on Customer Feedback

Customer Satisfaction Activities

We at the JAT Group adhere to a customer satisfaction philosophy of “Peace to Those Who Enter, Happiness to Those Who Depart” (PAX INTRANTIBUS, SALUS EXEUNTIBUS). We use customer feedback and requests as a valuable resource for enhancing our services.
Here, we showcase some of our efforts in response to our customers’ valuable feedback and requests.

Install the Free Menstrual Pad Service “OiTr”

[Customer Feedback]

When I traveled through Haneda Airport, menstrual products were hard to find.In addition, the selection was very limited, and I had to walk a long distance while feeling unwell.I hope it can be improved in the future.

We have installed “OiTr,” a service that provides free menstrual pads, in some women’s restrooms located after security in Terminals 1 and 2.

Convenience stores have opened in the public and security areas of Terminal 1

[Customer Feedback]

・I’d like to see more stores, such as convenience stores.
・It would be helpful to have a convenience store that stays open late after security screening.

Two convenience stores have opened simultaneously in the public and security areas of Terminal 1.
①FamilyMart Haneda Airport Terminal1 Arrival lobby store
②FamilyMart Haneda Airport Terminal1 Departure Gate Store

Buisiness hours may change without notice.
Please check our official website for the latest information.

Introduced "iino" a multi-passenger automated mobility vehicle

[Customer Feedback]

・The distance from the main Terminal 2 building to the north satellite is long and difficult to walk for both arrivals and departures.
・Terminal 2, with its long walking distances, places a heavy burden on users with heavy luggage.

[Improvement]

The "iino," a multi-passenger automated mobility vehicle that can be used by anyone, has been introduced near boarding gates 52-47 of Terminal 2.

[Feedback after improvement]

・I thought it was a very good initiative because the airport is very huge and it is very difficult to walk around. I hope it will spread more and more.

・Walking the distance can be boring, but riding it made enjoyable. I also liked the tree-themed design.

・I often travel alone with my three children to visit my family, so Haneda Airport used to be quite challenging for us.
Having this would make the trip much easier.

Dedicated cab stand for app-dispatched and reserved cabs

[Customer Feedback]

It is difficult to know where to get a cab dispatched by the app.Haneda Airport only has cab and hire car stands, but there should be a stand for app-dispatched taxis.

Dedicated boarding areas for app-dispatched and reserved cabs have been set up on the second floors of Terminals 1 and 2.

Addition of universal chairs

[Customer Feedback]

There is a lack of chairs to sit on in the terminal, and we would like to see more chairs installed. We would also like to be installed more chairs that pregnant women can sit comfortably in and chairs that older people can use with ease.

Universal chairs with high seating surfaces have been added to the area inside the departure gate to make it easier for pregnant women and the elderly to stand and sit.

Priority signs posted in elevators for people using strollers, etc.

[Customer Feedback]

A person using a stroller attempted to board the elevator located in the center of Terminal 2 but was unable to board it and missed it twice. As the terminal operator, we request that you make it known to passengers, such as by displaying priority signage for stroller users.

Priority signage has been installed to encourage consideration for customers with baby strollers, etc.

Improving the visibility of restroom signage

[Customer Feedback]

The signage above the men's restroom near Gate 48 in Terminal 2 also includes a pictogram for a women's restroom located further ahead, which can be misleading. I’ve seen women mistakenly walk into the men’s restroom, so something needs to be done.

To avoid confusion, only the men’s restroom pictogram is displayed on the sign. The women’s restroom entrance is clearly outlined in red for better visibility.

Addition of large coin-operated lockers and payment methods

[Customer Feedback]

I went to use a coin locker for my large suitcase, but all the large ones were full. It would be helpful to have more lockers that can fit large luggage. Also, if the lockers don’t support IC cards, please make sure they accept the new banknotes.

Based on usage trends, we have reduced the number of small lockers and increased the number of large and extra-large lockers.In addition, payment functions for new banknotes, transportation system IC, credit cards, and QR have been added.

Install signs indicating “in use” and “Available.” in the calm-down and cool-down spaces.

[Customer Feedback]

The Calm Down/Cool Down Space can be used by individuals and their families with peace of mind. However, since it is difficult to tell from outside whether the space is in use, it may be a good idea to install a board indicating “In Use” or “Available.”

Usage status information displays are installed in the calm-down/cool-down space.

Install international flight signs on the upper deck of the 3rd floor in Terminal 2.

[Customer Feedback]

When using the international flights at Terminal 2, I got off the elevator on the south side at the 3rd floor but couldn't figure out which way to go for international flights. I would like to request the installation of international flight direction signs at the location where the elevator arrives on the 3rd floor.

We have installed a sign for 'International Flights' directly in front of the elevator exit located on the 3rd floor (central south side) of Terminal 2.

Installation of information displays at bus ticket vending machines in the purchase line

We have set up kids’ corners in the general areas.

[Customer Feedback]

The lack of information on how to get in line to purchase bus tickets from the ticket vending machines made it difficult to find the line and caused congestion.
Please provide information on how to get in line.

Stickers with footprint marks indicating how to line up for purchase have been placed on the floor in front of the ticket vending machines. Additionally, signage above the ticket vending machines has been installed to provide information on how to get in line.

Installing information signage for Terminal 2 International

[Customer Feedback]

I took a taxi to the international terminal at Terminal 2, but I had to walk a long way from where I got out of the taxi to the international departure lobby. I would like to see the international flight information displays installed in the right place.

We have installed highly visible guidance signs on the walls of the bridge connecting Terminal 2 and the parking lot.