Mobility and Other Facilitation Initiative Plan 2021

II.

Measures to facilitate mobility, etc.

①

Measures necessary to ensure that passenger facilities and vehicles comply with the public transportation mobility facilitation standards

Applicable passenger facilities and vehicles	Plan Contents (Plan period and main contents of the project)
1. Equipment Updates	All 16 aircraft owned by our company comply with the standards for facilitation of mobility, etc., and we will continue to introduce aircraft that comply with the standards for facilitation of mobility, etc., when we update our aircraft in the future.
2. Ladder etc.	Consider deploying vehicles with elevators and passenger steps in a more practical manner. Increase deployment of passenger step vehicles with lifts For the newly installed passenger step vehicles with lifts, fluorescent tape will be attached to make the edges of the stairs more noticeable as a measure to prevent customers from falling off. In addition, an automated voice guidance system (talk navi) will be installed to prevent customers from falling off the stairs when going up or down.

②

Measures necessary to comply with the standards prescribed by the competent ministerial ordinances in Article 8, Paragraphs 2 and 3 of the Law regarding the method of providing services using passenger facilities and vehicles, etc.

countermeasure

Plan Contents (Plan period and main contents of the project)

1. Ladder etc.

At airports where elevator-equipped passenger step vehicles are introduced, familiarization training will be conducted before the vehicles go into operation. In addition, a standard operating procedure (SOP) will be created and operation training will be conducted. At airports where lift-equipped passenger step vehicles are introduced, passengers will undergo training to familiarize themselves with how to operate the vehicles based on existing standard operating procedures (SOPs).

③

Assisting elderly people, people with disabilities, etc. when boarding and disembarking public transportation, providing guidance at passenger facilities, and other support

countermeasure

Plan Contents (Plan period and main contents of the project)

1. Easy to understand Guidance and guidance

The following initiatives will be implemented to improve visibility: Nagoya Airport: Revision of signage (digital signage) content Shizuoka Airport: Introduction of signage Hanamaki Airport: Introduction of electronic monitors In conjunction with the update of the self-service check-in machines (KIOSK), we will review their operability. Revise the information printed on boarding passes to make them more visible At Shizuoka Airport, low counters will be installed that will enable wheelchair users to be served face-to-face. Deploying qualified service attendants at airports operated independently by our affiliated companies

④

Providing information necessary for elderly people, people with disabilities, etc. to travel using public transportation

countermeasure

Plan Contents (Plan period and main contents of the project)

1. Provision of information

The initiatives for fiscal 2021 are as follows: We will further improve the information provided on our website and in print so that a wide range of customers can use our services with confidence. Improve easy-to-understand displays, guidance, and announcement techniques at airports Consider introducing highly convenient tools to ensure smooth communication with customers. Braille safety guides will be provided on all aircraft to continuously provide information to visually impaired passengers. We will continue to offer a "Fax Reservation Service" that can be used by customers with hearing or speech disabilities, and will announce this on our website (advance discount fares, including "disability discount fares," can be reserved *Web-only fares are not included). The company has set up a dedicated page on its website called "Assistance" for customers with disabilities and elderly customers. Inquiries can be made via telephone and the website, and a dedicated fax number is also available for customers with hearing or speech disabilities.

⑤

Necessary education and training to facilitate smooth movement, etc.

countermeasure	Plan Contents (Plan period and main contents of the project)
1. Improving customer service skills at the airport	The initiatives for fiscal 2021 are as follows: Deploying qualified service attendants at airports operated independently by our affiliated companies and providing training to them to provide services that meet the needs of the times and the wishes of customers. For new and annual regular training, passenger service staff will receive lectures and practical training based on the service attendant textbook from qualified service attendants. This education will also be expanded to airport staff other than passenger service staff, in an effort to educate employees and improve the quality of service. In the indirect departments of the airport division, we will promote the acquisition of new service assistant qualifications and lead the improvement of education and services at all airports.
2. Improving in-flight emergency response skills	We will continue to provide support education to employees in indirect departments, and strive to improve their knowledge and skills in providing assistance to elderly and physically disabled people in the event of an emergency.

⑥

Public relations and awareness-raising activities for users of passenger facilities and vehicles regarding the appropriate consideration required for the smooth use of facilities for the elderly and disabled by the elderly and disabled

countermeasure	Plan Contents (Plan period and main contents of the project)

III.

Measures to be taken in conjunction with II to promote smooth mobility, etc.

The CS Promotion Office, which was newly established at the end of fiscal year 2019, will take the lead in carrying out the following initiatives:

• Share "customer feedback" with relevant internal sections, including our affiliated companies, to raise awareness of barrier-free access and reflect it in training programs.
• We will listen to opinions from external customers and disability organizations, provide opportunities for feedback within the company, and consider providing services that meet the diverse needs of our customers.
• Establish an internal system for promoting barrier-free environments

IV.

Changes from the previous year's plan

Target passenger facilities, vehicles, etc. or measures	What's changed	reason

V.

How to publish the plan

The information will be published on the official website and made available for viewing at any time.

VI.

Other matters related to the plan