- Airlines / All Nippon Airways / ANA / Cool / Facebook / Hospitality / Japan / Luggage / Omotenashi / Service / Suitcases / YouTube
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Although sometimes overstated, Japanese omotenashi, a concept of prioritizing kindness and hospitality towards guests and customers, is often cited as a reason for the near-universal praise of the country's service industry. Many of the small everyday conveniences and considerations made for guests can be subtle and go underappreciated, while others, such as apologetic letters for one minute internet stoppages and emergency toilet paper supplies have a tendency to be a little jarring to those from outside of Japan.
While many have probably become accustomed to not having their luggage extended the same level of courtesy as it is unloaded from an airline, it can always be a bit concerning to even see "fragile" marked suitcases tossed lackadaisically about by baggage handlers. Passengers on Japanese airlines, or at least ANA (All Nippon Airways), however, apparently have little to worry about in that regard. A video posted to Facebook page Nihongo Wakaranai shows Japanese airport luggage handlers unloading bags with very gentle care with the comment "caught on film at the airport in Japan shows how the Japanese really treat your suitcase... often better than yourself."
Although not indicative other airline baggage handlers and services being the opposite, the video does demonstrate the extra care and attention that many workers in Japan have garnered a reputation for, as well as attracted praise from those around the world (presumably those who have experienced a less gentle touch with their bags being handled). Among the praise in the comments, which focused on attention to fine detail and quality customer service, was the contrast of some poorer service such as seen in the below video from Bristol Airport.
Sometimes, the meticulous and by-the-manual way in which Japanese staff interact with customers can be frustrating, but in instances like this, it's easy to appreciate the extra bit of concern that goes into delivering as convenient an experience as possible for others.