Giving Form To Customer Feedback

Tokyo International Air Terminal Corporation

We are working every day to improve our services according to thevaluable opinions and requests we have received from our customers.
Here you will find some examples of improvements we have made byacting on the feedback we received from our customers.
We will continue our efforts to enhance our services to be a passenger
terminal building that our customers would want to come back again.

We Renewed the Displays for Waiting Times atthe Departure Security Checkpoints
Customer Feedback■ We would like to know how crowded the departure areas are.
■ We would like you to let us know the waiting times at the security checkpoints in theterminal building.

We installed monitors at multiple locations in the terminal building so that you would
know the waiting times at the departure security checkpoints.
(From September 2019)

We Renewed Our Kids’ Spaces
Customer Feedback■ We would like you to enhance your facilities for children to play.
■ We would appreciate it if there are spaces for our children to play while we wait forthe connecting flight.

We renewed our kids’ spaces on the north side and the south side, replacing theirplayground equipment with new one.
(From September 2019)

We Now Allow More People to Use the Priority
Entrances
Customer Feedback■ I was not allowed to use the priority entrances.
■ Why are there no priority lanes at security checkpoints for business classpassengers?

■ We now allow more people to use the priority entrances at the departure security
checkpoints so that passengers that need assistance and business classpassengers can use them.
(From October 2019)■ We now allow you to use the priority entrances
if you are a senior card member in the samealliance.
(From March 2020)

We Have Provided Communication Tools(POCKETALK)
Customer Feedback■ We would like you to increase the number of staff that speak English and/or Chinese.
■ We would like you to have staff that are able to respond in various languages.
■ In addition to giving our staff English and Chinese language training, we haveprovided our merchandise sale stores, restaurants, and service stores withPOCKETALK, an AI voice translation device, in order to smoothly meet the increasing
demand for services in foreign languages. (From October 2019)

We Added Three New Elevators in the EntranceLobby
Customer Feedback■ The elevators that go from 1F to 3F are crowded.
■ We would like you to increase the number of the elevators.

We did expansion work and put three new elevators in the Entrance Lobby on 1F on
the north side of the terminal building.
(From January 2020)

We Created Webpages for Restaurants andStores That Offer Special Meals, etc.
Customer Feedback■ We would like to know which restaurants and stores offer halal food and vegetarianmenus.

We integrated our websites for domestic and international flights and createdwebpages for restaurants and stores that offer special meals (halal, vegetarian), etc.
(From March 2020)

We Opened Shower Room Annex on the North Sideof the Arrival Lobby on 2F
Customer Feedback■ We would like you to increase the number of shower rooms as they are always
crowded.
■ There are too few private shower rooms. We would like more of them.

In addition to the existing shower rooms, we opened
Shower Room Annex on the north side of the Arrival
Lobby on 2F.
(From March 2020)