Japan Airlines, 'moving' warning after Tokyo crash: a lesson for all companies
The very first investigations into the January 2 evening incident at Tokyo Haneda Airport, based on conversations between the tower [...]
Japan Airlines
Oneworld
HND
Japan
The very first Investigation into the incident on the evening of Jan. 2 at Tokyo Haneda Airport., based on conversations between the control tower and the two aircraft involved in the disaster, would show that the Japanese Coast Guard Dash 8, 'overwhelmed' by theJapan Airlines Airbus A350 On runway 34R, he was not supposed to be there.
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Talks between the air traffic controller and the two crews in the minutes before the accident would be unequivocal: the control tower had cleared flight JAL 516 for landing., while he had Asked Dash 8 pilots not to enter the runway, but to stop at the holding point called C5. It remains to be understood why the Coast Guard plane was instead on the runway, ending up being run over by the A350 that had just landed.
One clear element would emerge from these preliminary findings: The absence of any responsibility on the part of the two Japan Airlines pilots in what could have turned into one of the worst tragedies in commercial aviation history.
Nevertheless, on the evening of Jan. 3, 24 hours after the incident, A notice appeared on the Japanese airline's website and social channels. in which it is explained that "in view of the impact of this incident, We will accept requests for booking changes or full ticket refunds without penalty for all our customers who purchased or booked a flight before January 2. Applications may be submitted by Wednesday, March 31, 2024".
The notice goes on to specify that requests may be submitted by passengers who have a reservation or ticket to fly with All JAL Group airlines or for code-share flights, i.e. operated by other companies but also having a flight number beginning with 'JL'. For international flights, requests for changes or refunds can even be made up to three hours before the departure of the flight, on the special page made available by the airline on its website. E the possibility of requesting a flight change is extended until April 20, 2024.
Now, If there was a title of 'company of the year' disregarding any usual assessment related to in-flight service or flight punctuality, should rightfully go to Japan Airlines. Because, not enough of the fact that, likely, no responsibility of its pilots in the crash will be established, the cabin crew managed the feat of evacuating a burning plane with 367 passengers on board in a very few minutes without any fatalities or any serious injuries, with only three emergency exits available (the others were unusable due to the flames). And 48 hours later, while having no responsibility in the accident, it allows anyone to request a change of reservation or ticket refund without penalty.
The latter element gives an idea of the consideration and respect the Japanese airline has for its customers, who may have been so impressed by the images of the A350 on fire on the runway at Haneda that they wanted to postpone or cancel a trip. A consideration that goes beyond any 'normal' evaluation of customer service or customer care and that it has some moving. And it should give those in charge of those departments of so many emblazoned European and North American airlines pause for thought....
