JAL is the only Japanese airline to receive the highest triple rating in the COVID-19 health and safety assessment standards of both the UK airline rating agency SKYTRAX and the US non-profit organization APEX. Although JAL has been recognized as an airline with world-leading health and safety standards, JAL staff reflected that they wanted to aim even higher for the safety and security of their customers.
In addition to trial and error on-site, a professional cleaning manual is needed
"We have been thorough in our hygiene measures, such as applying antiviral and antibacterial coatings at all touch points. However, we are not experts. We have developed hygiene standards by benchmarking other airlines and consulting with experts, but we wanted to take an approach that goes a step further."
Onishi: "We have formulated guidelines for COVID-19 prevention measures at airports and have been implementing them at all airports. Meanwhile, cleaning work to maintain cleanliness is carried out according to manuals established by each airport, but we felt the need to formulate a cleaning manual that is common to all airports and backed by specialized knowledge."
Park Nahye of the CX Strategy Department and Onishi Yasuharu of the Airport Planning Department look back on the situation. They then approached Kao, a major manufacturer of daily necessities and a leading hygiene company whose history began with soap and has led the way in beauty in Japan. Tomita Akio of Kao Professional Services' Regional Distribution Department looks back on the situation.
Tomita: "Originally, our company mainly focused on proposing food hygiene for restaurants and ready-made meals, as well as infection control for hospital facilities. However, during the COVID-19 pandemic, we expanded our scope of activities to the field of environmental hygiene. When Japan Airlines contacted us, we started this initiative with the hope that we could be of some help to public transportation."
Cabin cleaning by flight attendants has been improved, focusing on the lavatories
Kao, which was developing a service that was a godsend, was approached for cooperation. They supervised the cleaning manual for the cabin and airport facilities. Fuyui Uchida of Kao Professional Services' C&S Planning and Development Department, who was in charge of the cabin cleaning, explains:
Uchida: "First, we had to confirm the procedures and contents. In addition to visual inspections and interviews, we used equipment that quantifies dirt and performed ATP swabs. We also monitored various areas in the restrooms on board, using black lights that make urine splashes glow white when shone under the light. JAL had a detailed cleaning manual and was working with a high level of awareness, but we found that there were small details that had been overlooked."
Matsumoto: "Until now, we've never been able to visualize dirt. I think it's a big advantage to be able to provide evidence that can be used to communicate on-site."
Yuka Matsumoto of the Cabin Staff Division was present at the monitoring and was also involved in formulating the cleaning manual. For example, protective gowns are worn during cleaning, but to prevent dirt from getting on the gowns or on the areas that have already been cleaned, a procedure was added to the way they are taken off.
Tomita: "Our approach was to review the existing manuals. We focused on the important points, and we also advised on creating an explanatory video about the in-flight lavatories."
Matsumoto: "We have just under 7,000 cabin attendants. We conducted the training remotely, and it was well received by the staff. Previously, training was basically passed on to staff, but we received a lot of feedback that the training, along with the procedures, has become clearer. For example, we were surprised at the importance of cleaning places that crew members had not previously been aware of, such as the importance of cleaning the ventilation openings in the restrooms."
Through careful monitoring, we aim to become a clean airport that is recognized worldwide
Meanwhile, efforts were also being made on the ground at the airport. Yoshifumi Murata of Kao Professional Services' C&S Planning and Development Department, who was in charge of the project, thoroughly monitored not only the counters and lounges used by customers, but also the back-of-house areas used by staff.
Murata: "The areas where customers come into contact with each other are the areas that require the most attention, but we also need to prevent infection between employees. We carried out monitoring just like on the plane, and it was actually cleaner than we had imagined, thanks to frequent cleaning. However, we did overlook places that were out of sight, like doorknobs and microwave handles."
Onishi: "I felt that making the dirt visible was very effective. By quantifying the dirt, the staff took cleaning more seriously."
In addition, we have updated cleaning manuals for airports across the country.
Tomita: "In response to this, we visited several airports. Hub airports like Haneda have a large number of staff, so we appointed a few leaders to ensure that everyone is aware of the instructions. Regional airports with a limited number of staff members clean thoroughly between takeoffs and landings, and we have devised ways to operate efficiently and in line with the local situation."
Onishi: "Due to the COVID-19 pandemic, cleanliness at airports has become an important issue. JAL is promoting the digitalization of airports through initiatives such as SMART AIRPORT, and staff are shifting from traditional procedures to customer concierge duties. This shift in work content has increased the amount of time available for cleaning work, so I think this initiative was launched at an opportune time. I think we have the foundations in place to further improve the cleanliness of airports."
Introducing Kao's professional-quality cleaning tools
In addition to reviewing the cleaning manual, we also introduced excellent cleaning tools developed by Kao. This not only improved work efficiency, but also enabled us to welcome customers to a cleaner, more beautiful space.
Tomita: "Up until now, cabin attendants had to bend down to wipe the floor when cleaning the lavatories on board, which meant there was a risk of getting dirt on their uniforms. Taking into consideration the risk of infection and work efficiency, we now use Quickle Mini Wipers, which allow you to wipe even the small toilet floors without bending over, and we have adopted Toilet Quickle Deodorizer Strong, which can disinfect and clean at the same time, for the seats. Finally, we finish by spraying a disinfectant and deodorizer called Lysol Deodorizer Strong."
Both of these products are commercially available, but are effective enough for professional use as well. Similarly, we have updated the cleaning tools at our ground facilities.
Tomita: "At the airport, we are using the 'Clinkeeper for Medical Facilities,' which can clean and disinfect at the same time and is also used in hospitals and other medical facilities."
Onishi: "To be honest, I hadn't realized that cleaning is just as important as sterilization. During the COVID-19 pandemic, we only focused on removing bacteria and viruses, but looking ahead to the post-COVID era, I realized that maintaining cleanliness by cleaning away dirt is also important."
Let the power of beauty take flight. To ensure that all staff have a high level of hygiene awareness.
JAL and Kao have come up with the slogan "Put the power of beauty on your wings" to commemorate this series of initiatives.
The concept was conceived by Akira Matsumoto, head of the Business ESG Promotion Department in Kao's Consumer Products Business Division.
Akira Matsumoto: "At every meeting, I felt the atmosphere of 'one step forward' in both companies. I thought we needed a slogan that would resonate with all JAL staff so that they would have this mindset. Of course, I hope that it will be known more widely, not just within each other's companies."
Kao's multifaceted approach to hygiene has led to partnerships, such as its proactive commitment to the SDGs.
Akira Matsumoto: "We have set a vision for a sustainable society called the Kirei Lifestyle Plan. The Kao Group's motto is hygiene and cleanliness, so from that perspective, we have a strong desire to prevent the spread of infection and contribute to society by helping JAL improve hygiene and cleanliness."
Hygiene quality improves with every use. An invisible but important service
This series of projects, entitled "Putting the power of beauty on your wings," is still ongoing.
Park: "Continuous efforts are essential. We will continue to share the results within the company, verify them, and further improve the accuracy of our work."
Tomita: "Until now, it was a process of putting things into a manual. However, to change behavior, it is important for each staff member to understand and agree. We have a certified infection control nurse at our company, and we plan to hold seminars for JAL employees in the future."
With the Kao Group's vision of "Cleanliness in the Heart, in the Future" as our new aspiration, JAL will strive to improve our services through ongoing collaboration with Kao. Hygiene efforts are invisible, but they are an important factor in ensuring the safety and security of our customers. With JAL's ongoing efforts to improve hygiene quality, we are sure to see even greater improvements in cleanliness every time you fly with us.
The JAL corporate website, "JAL Group Spirit," also introduces the JAL x Kao initiative, "Put the power of beauty on your wings." It is summarized in an easy-to-understand video, so please take a look at it.
JAL Group Spirit
https://www.jal.com/ja/jal-group-spirit/220314/
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The contents published are accurate at the time of publication and are subject to change.
