Fulfilling our mission as a transportation infrastructure even amid the COVID-19 pandemic: Behind the scenes of JAL's infection prevention measures

Airplanes as an essential lifeline amid the COVID-19 pandemic

JAL has been reducing or suspending international flights since February when the COVID-19 infection began to spread around the world. We have also been reducing domestic flights, and since the state of emergency was declared, we have been operating at a reduced number of flights to 20-30% of normal levels.

"With the movement of our customers being significantly restricted, we have the option of ceasing operations. However, there are medical workers and other customers who need to fly for various reasons. As a lifeline for these people, we recognize that it is our responsibility to maintain operations. We apologize for the inconvenience caused by the partial reduction and suspension of flights, but we will continue to operate as much as possible, taking into consideration the situation on each route."

These are the words of Kenji Furukawa of the Route Business Strategy Department, who is in charge of COVID-19 countermeasures. What is required of us now is to alleviate even a little of the anxiety of customers who use JAL Group flights and provide them with peace of mind and safety.

To keep our lifelines running, we are taking thorough infection control measures from the airport to the aircraft.

First of all, basic infection control measures are being implemented thoroughly. For example, disinfectant is placed at key locations such as the check-in counter, security checkpoint, and boarding gate, and ground staff wear masks.
Furthermore, Takashi Yamamoto, who coordinates with each department in the Product & Service Planning Division, continues:

Yamamoto: "Since entry restrictions were implemented before the state of emergency was declared in Japan, various measures were put in place ahead of other international flights. As for domestic flights, the number of passengers boarding the planes has dropped significantly, and we have been implementing additional, more effective measures since before Golden Week."

Social distancing measures are in place on board

Currently, our cleaning staff disinfects every corner of the aircraft. Our cabin attendants also wear masks and gloves on board. We ask for your cooperation through in-flight announcements, and we are also working on ways to provide meals and towels.

Yamamoto: "We find issues from the many comments we receive from our customers. For example, we have implemented measures based on customer feedback such as, 'I don't want to touch shared parts,' or 'The plane is empty, but there is someone sitting next to me.'"

The air inside JAL aircraft is constantly freshly taken in from outside the aircraft, and is completely replaced every 2-3 minutes. In addition, all aircraft are equipped with high-performance air filters * (see this article for details). However, this time, in addition to that, with even more consideration for customer safety, some seats are not eligible for seat assignment until the end of June, so that customers can have more space between each other.

[Applicable period]
Domestic flights: Wednesday, April 29, 2020 to Tuesday, June 30, 2020
International flights: May 10, 2020 (Sun) - June 30, 2020 (Tue)
It will end on June 30, 2020.

Furukawa: "While airlines around the world are taking various measures, we are taking inspiration from European and American airlines, who are taking particularly advanced measures. Since the latter half of April, we have been taking measures to limit the number of seats available for sale so that customers can have as much space as possible between each other on board. There are very few airlines that are strictly enforcing social distancing on board.
However, we are taking thorough measures, such as limiting the number of seats available for sale to about 100, even though the Boeing 737 seats 165 people. We are individually asking customers who have already made reservations to change their seats to aisle seats, etc. Although this may cause inconvenience, we are doing this in the hope of creating an environment in which our customers can travel with as much peace of mind as possible."

We prioritize speed in our measures and work with our customers to create a safe environment.

Under normal circumstances, these kinds of operational changes would be carefully prepared over time with each department working together, but this time we are taking an unusual approach.

Furukawa: "With a crisis right in front of us, we can't afford to be leisurely. We introduced it early with the idea that we would carry out thorough consideration in a short period of time before the start, and then move forward while thinking up solutions to any issues that arise after the start. Safety is our number one priority. We are tackling this issue with a sense of determination, with speed being our number one priority."

None of these measures can be implemented by JAL alone. We believe that peace of mind and safety are something that we build together with our customers.

I dream of the day when the power of travel will bring smiles to people's faces all over Japan. I will do my best to tackle what needs to be done now.

In addition to these safety measures, JAL has been providing support to prevent the spread of coronavirus, including providing emergency transport of medical supplies.

Furukawa: "Even if the spread of infection subsides, we recognize that hygiene measures will be essential going forward. I feel that there is still much that the JAL Group can and must do. Although there will be some inconveniences for the time being, we would like to work together with our customers to continue to fly with peace of mind and create an environment in which the power of travel can once again invigorate the whole of Japan."

Yamamoto: "I feel that customers who fly today have a variety of circumstances. In a situation where air travel is necessary, the most important thing is how we can provide safety and security. We place importance on speed, but we are also constantly thinking about what concerns our customers currently have and what they are thinking, and we are considering our options."

The impact of COVID-19 is affecting our daily lives, and we are still unable to travel or go on business trips freely. In this environment, we are constantly exploring what we can do as JAL to provide safety and security, and will continue to implement thorough measures. We look forward to the day when we can once again welcome many customers to the airport and on board our aircraft.

*High-Efficiency Particulate Air (HEPA) Filter captures more than 99.97% of particles with a size of 0.3 μm.

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