Acting on Customer Feedback｜Japan Airport Terminal Co., Ltd.

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 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.

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

[Customer Feedback]

I wish there was a kids’ corner in the general area where children can play.

Kids’ corners, previously only located within the departure lounges, have been set up in the general areas as well. This makes them accessible to customers visiting the airport or those seeing off passengers.
[Locations]
Terminal 1: North side of 2nd-floor departure lobby (near security checkpoint G)
Terminal 2: Central area of 2nd-floor departure lobby (near KIN NO TSUBASA)

Airline logos have been added to boarding gate information signs.

[Customer Feedback]

Please indicate airline names with the respective gate numbers on the boarding gate sign above the security checkpoint.

As the departure security checkpoint in Terminal 1 has separate entrances for each airline, we have added airline logos to gate numbers on the boarding gate information signs.
[Locations]
Terminal 1: 2nd-floor departure lobby
Signs at departure gates A to G (6 locations in total)

Child-friendly toilet seats are now available.

[Customer Feedback]

Please have child-friendly toilet seats available as the regular adult seats are too large.

To ensure even small children can use the restroom in comfort, child-friendly toilet seats are now available in all multipurpose toilets in Terminals 1 and 2.

Directional pictograms for restrooms

[Customer Feedback]

The signs for the restrooms in the departure lobby on the second floor of Terminal 1 are difficult to understand because they are flat against the wall.

We have added directional pictograms to help customers find the men’s and women’s restrooms at the end of the corridor more easily.

ATM line indicators

[Customer Feedback]

The indicators on the floor for the ATM in the second-floor lobby that showed where to wait are no longer there. Now I don’t know where to line up.

We have marked where to line up with blue footprints and arrows to make it more apparent.

Nursing room signage

[Customer Feedback]

You should clearly indicate that both men and women can use the nursing room.

We put up signage that makes it clear that both men and women are welcome to use the nursing room.
Also, we have renovated the nursing room so that it’s even cleaner and more user-friendly for moms, dads, and kids.