Customer Harassment Policy
1. Purpose
AirHost ("the Company") provides SaaS solutions to support accommodation operators and works closely with its customers on a daily basis.
We believe that a relationship based on mutual respect between our customers and our team members is essential to delivering high-quality services and creating long-term value.
This policy sets out AirHost's basic stance on customer harassment, with the primary goal of maintaining and strengthening positive, constructive relationships with our customers. It is not intended to be overly defensive, but rather to clearly communicate the standards of conduct expected in our interactions.
2. Definition of Customer Harassment
The Company defines customer harassment as behavior including, but not limited to, the following:
• Shouting, yelling, or using intimidating language or tone
• Insulting, mocking, or making derogatory remarks that deny a person's dignity or character
• Excessively aggressive, coercive, or unreasonable demands that go beyond socially acceptable norms
• Repeatedly making the same accusations or complaints in a persistent and confrontational manner
• Any behavior that causes psychological distress to our team members
Such behavior is not justified under any circumstances, even if it is triggered by a system malfunction, service failure, or fault on the Company's side.
3. Our Basic Approach
AirHost is committed to:
• Responding sincerely, fairly, and promptly when system issues or service problems occur
• Listening carefully to customer feedback and using it to improve our services
• Protecting the dignity, well-being, and safe working environment of our team members
We believe these principles must coexist, and that one should not come at the expense of another.
4. Our Response to Customer Harassment
If behavior deemed to constitute customer harassment is identified, the Company may take the following steps:
1. We will request calm, respectful, and fact-based communication.
2. If no improvement is observed after such a request, we may limit or suspend support responses or restrict communication methods.
3. If the behavior continues despite these measures, we may, with regret, refuse to continue providing the service.
In such cases, the Company may request termination of the customer's account in accordance with Article 16 (Termination by the Company) of the AirHost Terms of Service:
https://airhost.jp/terms-of-service
5. Examples of Applicable Conduct (Non-Exhaustive)
The following are examples only and are not exhaustive:
• Yelling at or verbally threatening support staff
• Using insulting expressions such as "incompetent" or "useless"
• Exploiting one's position to force excessive or unreasonable demands
• Refusing calm explanations or alternative solutions while continuing one-sided accusations
6. A Message to Our Customers
AirHost aims to be a partner that works alongside its customers to solve problems together.
If you experience issues or dissatisfaction, we ask that you contact us calmly and based on factual information. We will make every reasonable effort to investigate and respond appropriately.
We appreciate your understanding and cooperation in helping us build a respectful, trust-based relationship and a better service together.
7. Review of This Policy
This policy may be revised as necessary in response to changes in social conditions, laws, or the Company's services.