Japan Airlines President: Customer experience is top priority

Ms. Mitsuko Tottori is currently the President and CEO of Japan Airlines (JAL). She is the first female leader in the airline's 73-year history.

Ms. Tottori, 60, started working at Toa Domestic Airlines in 1985, which merged with Japan Airlines in 2001. By 2015, she was Senior Director of the Cabin Crew Division and has been steadily rising through the ranks. Unlike her predecessors, Ms. Tottori’s career path did not begin in engineering or as a pilot. And it is rare in the industry for a former flight attendant to rise to the top.

Competent and compassionate leader

Of the last 10 presidents of Japan Airlines, seven have graduated from the prestigious University of Tokyo. Tottori, meanwhile, attended Kwassui Women's College in Nagasaki, one of the top educational institutions for women. Her predecessor had a background in aviation maintenance, while the previous president came from a pilot background. Japan Airlines justified its decision to appoint Tottori by noting her deep understanding of flight operations and aviation safety. She also made important contributions during the Covid-19 pandemic to maintaining the airline's safe operations. Tottori's rise to the top is a rarity in Japan, where women still face many barriers in their careers. Japanese companies have traditionally been male-dominated, with women accounting for less than 1% of senior leadership positions. The figure reflects Japan's slow progress in promoting gender equality among corporate leaders.

Ms. Mitsuko Tottori

Tottori’s leadership style is different from Japan Airlines’ tradition. Unlike her predecessor, who did not come from a financial or operational background, her strength lies in her deep understanding of people. She places special emphasis on departments such as flight attendants and customer service, promoting a corporate culture that prioritizes passenger experience and employee well-being. As a leader, she aims to create an environment where all employees can thrive. She believes that a positive work environment is crucial to providing good service.

Tottori’s leadership is defined by a strong understanding of aviation operations and a commitment to safety. Her tenure has coincided with pivotal moments in Japan Airlines’ history, including the recent fatal incident at Haneda Airport. Despite the challenges, she has remained steadfast in her commitment to putting safety first and enhancing operational procedures.

Tottori’s character has been further strengthened by the unprecedented challenges of the Covid-19 pandemic. As Senior Vice President of the Cabin Crew Division in 2020, she spearheaded initiatives to support cabin crews during turbulent times. Her ability to lead the team through the crisis while maintaining a focus on employee safety and well-being has not only helped Japan Airlines stay afloat, but has also cemented her reputation as a competent and compassionate leader.

"No two flights are alike"

When asked what has kept her with Japan Airlines for decades, Tottori explained that in Japan, it is common to develop expertise within a single organization. For her, being a flight attendant has never been boring, as each flight brings new experiences, opportunities to learn and interact with passengers. It is this dynamism that makes time pass without feeling heavy. "As a former flight attendant, I realized that no two flights are exactly the same. Every day there are new discoveries , lessons and conversations with customers. So I never really realize how many years have passed," Tottori shared. With diverse experiences, from in-flight service, teaching - training, to working in flight safety and customer experience departments, she has built a solid foundation based on two core elements: safety and service.

When it comes to gender diversity in the airline industry, Tottori credits Japan Airlines with significant progress. With a 50:50 gender balance across the company and around 30% of management positions held by women, she sees Japan Airlines as a diverse workplace. As a pioneer in promoting inclusiveness, she actively supports initiatives that expand career opportunities for women. While flight attendants were previously predominantly female, female leaders are now seeing more and more men joining the industry. Meanwhile, the number of female engineers and pilots is also increasing, reflecting positive changes in the industry.

Mitsuko Tottori’s journey from flight attendant to the top of Japan Airlines is a testament to perseverance and dedication. Her story is an inspiration to anyone who dares to dream big and work tirelessly to create positive change.

Source: https://phunuvietnam.vn/nu-chu-cich-japan-airlines-trai-nghiem-cua-khach-hang-la-uu-tien-hang-dau-20250402145123657.htm