CUSTOMER CODE OF CONDUCT

Guided by our corporate philosophy, “We are creating a new world of voyaging: freeing and deeply considered,” we aim to provide every guest with a cruise that is safe, secure, and genuinely relaxing. We take all opinions and requests seriously and respond to them in good faith. At the same time, to preserve a safe and healthy environment for both guests and employees, we have established this Policy on the Prevention of Customer Harassment.

1. Definition of Customer Harassment
Based on the Customer Harassment Countermeasures Corporate Manual (February 2022) published by Japan’s Ministry of Health, Labour and Welfare, the Company defines customer harassment as follows:
“Conduct by a customer (including business partners) that harms the working environment of employees through unreasonable demands, or through means or manner of pursuing demands that are socially unacceptable (such as abusive language, violence, or intimidation).”
2. Conduct Constituting Customer Harassment
The principal examples of customer harassment include, but are not limited to, the following:
  • • Abusive language, insults, threats, discriminatory remarks, excessive demands for apology, and acts of violence or damage to facilities that intimidate or alarm others.
  • • Sexual harassment, such as inappropriate physical contact or covert photography, and acts that violate the personal information or dignity of employees, such as unauthorized photography or recording, or defamation on social media.
  • • Unreasonable demands, such as demands for services outside the scope of the contract or the coercion of refunds, compensation, or upgrades; demands for excessive responses to situations arising from the customer’s own failure to declare health information in advance; and attempts to compel assistance or medical acts that the Company has not agreed to provide.
  • • Conduct that occupies employees for extended periods, such as refusing to leave, occupying the premises, or making excessive demands for phone support.
  • • Persistently repeating demands even after a reasonable explanation has been given, or repeatedly raising unfounded claims, in a manner that obstructs business operations.
3. Response Where Customer Harassment Is Identified
Where the Company determines that conduct constitutes customer harassment, we will explain this to the customer and, as necessary, issue a caution or warning. Depending on the circumstances, we may suspend the provision of services or decline future use of our services. In cases judged to be malicious, we will contact the police or other external authorities and take appropriate action.
4. Internal Initiatives
The Company maintains a response framework and provides ongoing education and training for all employees so that customer harassment can be addressed appropriately.
To protect the physical and mental health of our employees, we have also established consultation and support systems and strive to create a workplace where they can work with peace of mind.
5. A Request to Our Guests
We are committed to offering our guests a comfortable and welcoming environment. To protect the safety and comfort of all guests, and the dignity of the employees working on board and ashore, we ask for courteous communication and for your understanding of, and cooperation with, onboard rules and safety instructions during your voyage.