Report on Efforts to Facilitate Mobility, etc. 2020

I.

Status of implementation of the previous fiscal year's plan for facilitating mobility, etc.

⑴

Status of implementation of measures to facilitate mobility, etc.

①

Measures necessary to make aircraft conform to the public transport facilitation standards

Applicable aircraft	Contents of the current plan (Plan period and main contents of the project)	Status of implementation in the previous fiscal year
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.	No new equipment was introduced, but all existing equipment complies with the standards for facilitating mobility, etc.
2. Ladder etc.	Two passenger step vehicles with elevators will be introduced in fiscal year 2020 (Kumamoto Airport, Shizuoka Airport) At Kumamoto Airport, an assist stretcher has already been deployed to support passenger step vehicles with elevators.	Two passenger step vehicles with elevators were introduced in 2020 (Kumamoto Airport, Shizuoka Airport)
	One passenger step vehicle with lift will be introduced in fiscal year 2020 (Matsumoto Airport)	One passenger step vehicle with lift was introduced in 2020 (Matsumoto Airport)
	In order to prevent customers from falling off our passenger step vehicles, we will attach fluorescent tape to make the edges of the stairs more noticeable, and we will install automated voice guidance systems (talk navi) on all models to raise awareness and prevent customers from falling off the steps (FY2020).	Fluorescent tape was applied to make the edges of the stairs more visible, and an automated voice guide (TalkNavi) was installed.

②

Measures necessary to comply with the standards prescribed by the competent ministerial ordinances under Article 8 Paragraphs 2 and 3 of the Law regarding the method of providing services using aircraft.

countermeasure	Contents of the current plan (Plan period and main contents of the project)	Status of implementation in the previous fiscal year

③

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

countermeasure	Contents of the current plan (Plan period and main contents of the project)	Status of implementation in the previous fiscal year
1. Easy to understand Guidance and guidance	At Nagoya Airport, a trial will be conducted in fiscal 2020 to improve visibility by using digital signage and introducing pictograms, with the aim of expanding this to all airports in service from fiscal 2021 onwards.	The introduction of signage and pictograms at Nagoya Airport has been postponed until fiscal 2021 due to the impact of the spread of COVID-19.
	We have staffed airports operated independently by our affiliated companies with certified service assistants, and we strive to improve the quality of customer guidance and direction while providing training to airport staff.	At airports independently operated by our affiliated companies, we provided training to airport staff by qualified service assistants.

④

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

countermeasure	Contents of the current plan (Plan period and main contents of the project)	Status of implementation in the previous fiscal year
1. Provision of information	For customers with hearing or speech disabilities, we also accept reservations by fax, and will inform you of this on our website (as a general rule, only "disability discount fares" can be reserved).	We have revised the content on our website to make it easier to understand.
	Improve easy-to-understand displays, guidance, and announcement techniques at airports	For measures related to COVID-19 countermeasures, which were particularly prone to revision and change, we created a health check "guide sheet" and used illustrations to provide highly visible guidance.
	Promote the use of various tools such as writing boards and Pocketalk that are installed at all airports. Also, consider introducing more convenient tools to further facilitate smooth communication with customers.	Due to the spread of COVID-19, the event will be postponed to 2021.
	Braille safety guides will be installed on all aircraft to provide information to visually impaired passengers.	Braille safety instructions were provided on board

⑤

Necessary education and training to facilitate smooth movement, etc.

countermeasure	Contents of the current plan (Plan period and main contents of the project)	Status of implementation in the previous fiscal year
1. Improving customer service skills at the airport	At the 13 airports that have been made self-operated by our affiliated companies, we will assign at least one person with a service attendant qualification and encourage employees to obtain the qualification.	At least one person qualified as a care-giver was appointed to the 13 airports that were made self-operated by our affiliated companies, and the qualifications were renewed.
	Passenger service staff undergo both classroom and practical training in their new and annual regular training, with instructors who are certified as service attendants. In addition, this training will be expanded to airport staff other than passenger service staff in an effort to educate employees and improve the quality of their service.	In new and regular training for passenger service staff, qualified service assistants served as instructors and conducted classroom and practical training.
	Three people with service assistant qualifications will also be assigned to the airport division's indirect department, and they will take the lead in improving education and services at all airports.	Three certified service assistants were also assigned to the indirect department of the airport division, and these staff played a central role in proactively collecting information from public institutions and disseminating it to the airport.
2. Improving in-flight emergency response skills	We will continue to provide employee assistance education, and strive to improve knowledge and skills regarding assisting the elderly and physically disabled in the escape of emergency personnel.	Due to the impact of the COVID-19 pandemic, employee assistance training was suspended, but efforts were made to improve the skills of crew members in assisting elderly and physically disabled people in evacuation.

⑥

Public relations and educational activities for aircraft users regarding the appropriate consideration required for the elderly, disabled, etc. to smoothly use facilities for the elderly, disabled, etc.

countermeasure	Contents of the current plan (Plan period and main contents of the project)	Status of implementation in the previous fiscal year

⑵

Status of implementation of measures to be taken in conjunction with (1) in order to promote smooth mobility, etc.

⑶

How the report will be published

Published on the official website.

⑷

Others