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Greetings from the Narita Airport email newsletter editorial office.
I do hope you are all well. Despite the hay fever, spring is my favorite time of year, so my spirits are rising as the days get gradually warmer!
Following on from our article on the baggage handling ground staff last month, for this month's article we interviewed a member of the ground staff who looks after baggage carts.
I hope you read it through to the end. |
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The Professional Cart Organizers! No.18 in Our Series Showcasing the Jobs of Airport Staff! |
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Changes in Operation of Shuttle Buses between Terminals 2 and 3 |
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Temporary Closure of the Access Corridor to Terminal 3 |
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About Amazon package pickup for those who will quarantine when entering Japan |
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Important: Notice Concerning COVID-19 (Subject to continuing changes) |
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Monthly Traffic Statistics (February 2022) |
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Terminal 3 is expanded and becomes more convenient!! |
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The Professional Cart Organizers! No.18 in Our Series Showcasing the Jobs of Airport Staff! |
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Most people have had the experience of loading their baggage onto the big silver carts when they get to the airport and move their way through the passenger terminals. The carts can be found in various places around the terminals, but have you ever wondered who puts them there?
We interviewed one of the staff who is responsible for retrieving the carts from around the airport. In fact, that person is also a customer service professional who won the CS Award 2021 Grand Prix*! We heard how passionate that person was for looking after Narita Airport's customers so please read through to the end.
* This is a system that awards airport staff for outstanding service to our customers and who have contributed to improving customer satisfaction at Narita Airport. Seasonal CS Awards are given each quarter with the CS Award Annual Grand Prix given to the most outstanding staff member for the year.
This is who I spoke to. |
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WORLD ENTERPRISE CORPORATION
Mr. Takuji Fujiwara |
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| Tell us what is involved with retrieving baggage carts. |
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The carts are left in various places in the airport, so we return them to the baggage cart pools in the terminals. Basically, I retrieve the carts in Terminal 2 and I patrol my assigned area each day. For example, the arrivals area in Terminal 2 comprises the 1st and 2nd floors, the railway station, car parks and domestic arrivals floor. Responsibility for the 1st floor is divided into the north and south ends and we are assigned to either one. Of course, if I am assigned to the south end and hear that there are a lot of carts at the north end, I go there to help out too.
In recent times, I move two to three hundred carts a day and walk around 30,000 steps! |
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| What sort of things do you have to be careful about when you are working? |
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Safety, of course is the most important thing. I move up to six carts at once but even that makes up a long train, so I have to be careful when I am pushing them around. Also, there is a lot to take notice of at the airport, so a lot of customers are distracted as they walk around. So, it's important to call out "Excuse me" and "Thank you" as I am passing through so that I can get people to notice the carts. We put LED lights on the carts when we are working so that people notice them moving through. |
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| What are some of the difficult aspects of your job? |
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| Communication between staff is the most difficult. Staff use mobile phones to stay in touch but because of the sheer size of the airport, it is difficult for cart retrieval staff to communicate as we patrol the various locations. For example, if there are a lot of carts at the south end of Terminal 2 and we have to collect them quickly, staff at the north end cannot easily notice that. In situations like that, I would like to be able to contact other staff and have the means for smoother communication so that we could collect the carts more efficiently. |
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As we mentioned at the beginning, Mr. Fujiwara is a customer service professional who won the CS Award 2021 Grand Prix. In this interview, we asked him about his feelings toward customers.
Information on Mr. Fujiwara's award can be seen here (Japanese): |
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| Tell us about your feelings when you won the CS Award Grand Prix 2021. |
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| I think that what makes people become fans of Narita Airport is not only the differences in the facilities and the airline services, but also the small things like how staff respond to people who need help. My main task is to return carts to a convenient location and collect them from where they have been left to preserve the image of the airport. But if you were to ask me why, I would probably say that the basic reason is to encourage customers to come back and enjoy being at the airport. |
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| This is my motivation and when I assisted the customer for which I received the Grand Prix award, my act was based on giving the customer an experience in which they remember not just missing their flight, but missing their flight and being helped with kindness by a member of the staff. My hope is that service like that creates fans and encourages people to use Narita Airport! |
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| Do you have a message for our newsletter readers? |
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| The airport offers excitement and lifts your spirits just by being here. We have great restaurants, shops with aircraft goods like flight tags, and we also have Anime Deck in Terminal 2. There is a lot more to enjoy than just the aircraft. Come on out to Narita Airport and explore! |
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| [ From Our Editorial Staff ] |
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What did you think? Baggage carts weight around 41 kg and I think it is amazing that cart retrieval staff move hundreds of these each day. I was also impressed when Mr. Fujiwara mentioned the importance of customer care in creating Narita Airport fans and it reminded me again of the role that our staff play in supporting Narita Airport.
I should also mention that Mr. Fujiwara loves his food and gave me a lot of useful information about the restaurants in the airport. It seems that this love of dining has been useful for recommending restaurants to customers. I really felt that it was wonderful that he could incorporate the things he likes into his work.
Thank you Mr. Fujiwara for a wonderful interview. |
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Changes in Operation of Shuttle Buses between Terminals 2 and 3 |
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From Tuesday, April 5, 2022, the operating intervals of shuttle buses between Terminals 2 and 3 and the departure times of the first and final buses will be changed.
Please note that buses will run every 5 to 7 minutes from April 5 onward.
It is also possible, as in the past, to travel between Terminals 2 and 3 on foot.
*Details |
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Temporary Closure of the Access Corridor to Terminal 3 |
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As of Tuesday, April 5, 2022, along with the expansion of Terminal 3, a new access corridor between Terminal 2 and Terminal 3 will be opened.
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The new corridor will shorten the walking distance to Terminal 3, and widen the passageway, making it easier to walk. |
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As pedestrian and vehicle routes are completely separated through grade separation, the new corridor is a safe passageway with no pedestrian crossing. |
Luggage carts, which have been temporarily unavailable during the construction period, can be used in the new access corridor.
Terminal shuttle buses will continue to operate. Please use them as necessary.
*Details |
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About Amazon package pickup for those who will quarantine when entering Japan |
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Those who will quarantine at a government secured accommodation can pick up your Amazon package at Narita Airport before moving to the accommodations when you enter Japan.
*Details |
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Important: Notice Concerning COVID-19 (Subject to continuing changes) |
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The Ministry of Justice, the Ministry of Health, Labor and Welfare and other government agencies are working in conjunction with airport companies to detect and stop the spread of the virus at Narita Airport.
When coming to the airport, please observe and cooperate with the following.
*Details |
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| I hope you enjoyed our March edition. We learned a lot about Mr. Fujiwara's attitude to his work. We will introduce more about the wonderful staff at our airport, so we look forward to bringing you next month’s edition of the Narita International Airport Email Newsletter! |
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