Oriental Land, the operator of Tokyo Disney Resort (TDR), announced on April 18, 2025, the establishment of a basic policy to address customer harassment, commonly referred to as "customer harassment" or "カスハラ" in Japanese. This new policy aims to protect both employees and guests from inappropriate behavior and outlines the potential for banning customers who engage in such conduct.
The policy, detailed in a four-page document, defines customer harassment based on guidelines set by the Ministry of Health, Labor, and Welfare. It includes actions that are deemed socially unacceptable, such as unreasonable requests or demands that are unrelated to the services or products provided by TDR. Specific examples of targeted behavior include prolonged seating or phone calls, intimidation or stalking of employees, and defamation on social media against group companies or employees.
According to the announcement, if a customer's behavior is classified as harassment, they may be denied access to facilities and services. The company has made it clear that they will take necessary actions, including reporting incidents to the police and pursuing legal measures if required. This decision reflects a growing concern for the safety and well-being of both cast members (employees) and guests.
A representative from Oriental Land commented, "There have been instances where cast members have struggled to handle certain situations. The policy was established to ensure the safety and security of both cast members and guests, as well as to enhance the overall experience value." This sentiment is echoed in the document, which emphasizes the importance of maintaining a pleasant environment for all visitors.
In the wake of the announcement, social media reactions have been mixed but generally supportive. Comments such as "I think it's good to ban rude people!" and "There's customer harassment even in the world of dreams and magic" highlight the public's recognition of the need for such measures. Others expressed that it is acceptable to treat frequent guests differently, suggesting a nuanced view of customer service expectations.
The policy also outlines the company's commitment to engage in rational dialogue with customers. It states, "We will strive to build better relationships by engaging in rational dialogue to find reasonable solutions to customer opinions and requests." This approach aims to foster a more respectful and constructive interaction between guests and staff.
As customer expectations continue to evolve, the implementation of this policy signals a proactive step by Oriental Land to address the challenges posed by customer harassment. The company hopes that by clearly defining unacceptable behavior and establishing consequences, they can ensure a safer and more enjoyable experience for everyone at Tokyo Disney Resort.
In conclusion, the introduction of a comprehensive policy to combat customer harassment at Tokyo Disney Resort reflects a growing awareness of the importance of maintaining a respectful environment in hospitality settings. As the world of customer service adapts to new challenges, measures like these are essential for creating a positive experience for both employees and guests.
