Mobility and Other Facilitation Initiative Plan 2022

II.

Measures to facilitate mobility, etc.

①

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

Target passenger facilities and Vehicles etc.	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 making extensive use of vehicles with elevators and passenger steps, and deploying them in a way that is practical. Consider deploying a passenger step vehicle with a lift in a way that suits its practicality. 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.
3. Facilities, etc.	Consider installing low counters at airports scheduled for renovation.

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.

Familiarization training will be conducted at airports where elevator-equipped passenger step vehicles have been introduced. For airports where they have not yet been developed, standard operating procedures (SOPs) will be created in preparation for future deployment, and operation training will be conducted. SOPs will be revised to reflect regular equipment inspections and repairs, and operation training will be conducted. At airports where lift-equipped step vehicles are introduced, operation is carried out after familiarization training on how to operate them 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. Reduce the burden of travel	Provide transportation measures that can reduce the emotional burden on not only the elderly and disabled, but also their companions.
2. Easy-to-understand guidance and Induction	The following initiatives will be implemented to improve visibility: Nagoya Airport: Continuous review of signage (digital signage) content Shizuoka Airport: Introduction of signage Hanamaki Airport: Introduction of electronic monitors Kumamoto Airport: Introduction of electronic monitors Introduction of equipment and forms with improved operability and visibility Automatic KIOSK Boarding pass Receipts and various forms At airports where facility renovations are planned, we will consider installing low counters that will enable face-to-face service for customers who remain in wheelchairs. Continue to assign qualified service attendants to self-operated airports.

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 2022 are as follows: Improve easy-to-understand displays, guidance, and announcement techniques at airports Consider introducing and updating 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. Create an entry for "Assistance" on the company's website, and within that create dedicated pages for "Customers with Disabilities" and "Elderly Customers." Update the content of these pages as necessary. The company will set up a page on its website introducing the "elevator-equipped passenger step vehicle" and distribute announcements and also introduce the vehicle in its in-flight magazine. In addition to the usual telephone inquiries, we will also accept inquiries by email. In addition, we will continue to accept inquiries by fax for customers with hearing or speech disabilities. We will further improve the information we provide through our website, social media, and printed materials so that a wide range of customers can use our services with confidence.

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

At self-operated airports, we will assign qualified service assistants and provide training to them so that they can 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, promote the acquisition of new service assistant qualifications and lead the improvement of education and services at all airports.

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.

Together with the CS Promotion Office, we will implement the following initiatives:

• We will take up barrier-free-related matters from "customer feedback" and reflect them in our training programs, as well as introduce and update equipment.
• We will listen to the opinions of external customers and 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
• We will continue to provide support training to employees in both airport indirect departments and other departments, and strive to improve their knowledge and skills in providing assistance to elderly and physically disabled people in the event of an emergency.

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