Customer Harassment PolicyCustomer Harassment Policy

Introduction

AirX has set "AirX Unleashes Human Potential" as its mission and "Delivering new landscapes to people around the world" as its vision, and aims to dramatically transform how the sky is used through air mobility, including helicopters.

We will continue to sincerely address the opinions and requests of our customers and business partners, and strive to provide even better services. At the same time, we will respond firmly, as an organization, to customer harassment that harms the dignity of our employees and undermines an environment where they can work with peace of mind.

Believing that ensuring an environment where each and every employee can work with peace of mind leads to the stable provision of high-quality services to our customers, we have established and published this policy.

Definition of Customer Harassment

Based on the "Customer Harassment Countermeasures Manual for Companies" published by the Ministry of Health, Labour and Welfare, we define customer harassment as follows.

• Complaints or conduct by customers and others in which, in light of the validity of the complaint or demand, the means or manner used to realize the demand is socially inappropriate, and which harms the working environment of our employees.

Examples of Customer Harassment

(1) Demands lacking validity

• Demanding monetary compensation or refunds even though no fault or defect is found in the services provided
• Making demands unrelated to our services, including flight products
• Pursuing the cause of a problem or demanding apologies beyond what is socially acceptable

(2) Socially inappropriate means or manner

• Physical attacks (assault, injury)
• Psychological attacks (threats, verbal abuse, insults, defamation)
• Intimidating behavior or demands to kneel and apologize
• Persistent or repeated complaints (repeated phone calls, emails, etc.)
• Detaining employees for long periods or refusing to leave
• Discriminatory or sexual remarks and behavior
• Photographing, filming, or recording employees without their consent
• Defaming employees on social media, the internet, or in the press, or threatening to do so

Our Response

We will respond sincerely to requests from our customers and strive for reasonable discussion. However, if we determine that a demand or conduct constitutes customer harassment, we will take the following measures.

• Suspending or declining the provision of services and support
• Suspending or revoking membership
• Reporting to public authorities and taking legal action

References

Ministry of Health, Labour and Welfare, "Customer Harassment Countermeasures Manual for Companies" (Japanese)