Photo/Illutration Oriental Land Co. operates Tokyo Disneyland in Urayasu, Chiba Prefecture. (Asahi Shimbun file photo)

The operator of Tokyo Disney Resort has joined a growing number of businesses taking steps to protect employees from customer abuse and aggression.

Oriental Land Co. announced its new policy against "kasu-hara" (customer harassment) on April 18 that allows the company to refuse service to guests who are deemed to have engaged in such behavior.

This could potentially end in a customer being permanently banned from its theme parks.

“There have been instances in the past where our employees struggled to deal with difficult guests,” a company spokesperson said. “This policy was created to ensure the safety and well-being of both staff and guests, as well as to enhance the overall customer experience.”

Oriental Land runs Tokyo Disneyland and Tokyo DisneySea, two of the country’s most popular theme parks.

The company’s definition of kasu-hara is based on guidelines issued by the labor ministry, including demands or behaviors that are deemed socially unacceptable or unreasonable.

Examples cited include refusing to leave the premises, making excessively long phone calls and stalking or secretly filming staff. Making defamatory posts about employees on social media was also included.

If such behavior is identified, Oriental Land may take further action that could include contacting law enforcement or pursuing legal measures.

The move highlights a broader societal push in Japan to formally address and curb abusive behavior toward workers across various service sectors, including transport operators, restaurants, hotels and retailers.

Related News