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JAL Apologizes, Promises Better Services
President of Japan Airlines (JAL) Kaneko Isao Monday said in Beijing that his company attaches great importance to the Chinese market and will further accelerate steps to improve services to its passengers.
"Our goal is to make every effort to win high praise from our Chinese customers," said Kaneko.
Kaneko made the remarks at a meeting Monday to mark the amicable resolution of the airline service dispute, including a formal settlement which was signed Sunday in Beijing.
"We will learn lessons from the dispute this time," said the president.
On January 27, Flight JL782 left Beijing for Tokyo but was forced to land in Osaka in the evening due to heavy snow in Tokyo. After spending an unpleasant night in the waiting hall all 90 Chinese passengers submitted a written complaint to the China Consumers' Association in February.
"I am glad JAL changed its attitude to accept our complaints and adopt effective measures to improve the service quality," said Li Hao, a Tianjin-based passenger representative, Monday.
JAL delivered three investigation reports in March responding to the Chinese passengers' complaints, but continued to receive strong objections from the Chinese passengers.
The passengers even prepared to bring a group suit against the Japanese company at that time.
Meanwhile, the commercial dispute attracted governmental attention as spokesmen from the Chinese Ministry of Foreign Affairs urged JAL to reach a satisfactory solution to the dispute in February and March.
After months of mediation and communication, a joint statement was issued early this month marking the amicable settlement of the dispute.
Opened in 1974, Japan-China air routes now connect six Chinese cities, including Beijing, Tianjin and Hong Kong SAR, to Japanese cities.
Sources: China Daily
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