Specific Initiatives 1：Integrity in Customer Communications
In accordance with the JTB Group Code of Conduct, our personnel must ensure that all advertising and promotional material issued by our organization is free of false or exaggerated claims. Our Code of Conduct particularly requires that we furnish accurate and reliable information in the context of wildlife and cultural events. We administer periodic in-house Comprehension Checks in order to develop workforce awareness about Code of Conduct requirements.
JTB is keen on using feedback to continuously improve the customer experience. Our new survey feedback system allows us to review, analyze and share results from Sales Team Surveys and Posttravel Questionnaires across our organization more rapidly. Post-Travel Questionnaires completed by customers following tour completion serve as a particularly valuable source of insight. Information is promptly shared with relevant team(s) whenever any feedback received from a customer requires an immediate response. This survey feedback mechanism enables us to use customer input to improve service delivery more quickly and effectively. Our customer experience (CXM) team leaders also meet monthly to discuss and implement solutions across departmental lines.

Specific Initiatives 2：Sustainability Partnering
The JTB Group works closely with its business partners to promote sustainability. We invite our partners to participate in sustainability surveys in order to better understand their sustainability challenges and initiatives and identify opportunities for sustainability collaboration.
The JTB Group New Year Partnership Meeting is an annual networking event that brings together leaders from across the JTB Group with hundreds of public and private sector partners, including hotel operators, transportation operators and tourism authorities.
As part of our efforts to enhance the quality of the services we provide and to promote sustainability across our supply chain, the JTB Group makes a wide array of training opportunities available to its suppliers and vendors. The training menu offered by our Hotel & Ryokan Management Training Academy includes the following courses:

Specific Initiatives 3：Listening to Community Concerns
The JTB Group provides local residents with a direct channel for voicing concerns to our organization.
Our Customer Service Office is available not only to customers but also to members of the community.

Specific Initiatives 4：Declaration of Cooperation in Partnerships for Sustainable Tourism
In June 2024, the JTB Group and the JTB-Affiliated Ryokans & Hotels Federation* entered into a Declaration of Cooperation in Partnerships for Sustainable Tourism. This Declaration is a clear manifestation of our organization's desire to grow our business while contributing to sustainability in alignment with the SDGs.
Through this Declaration, JTB and the Federation aspire to work together to foster sustainability awareness across the domestic tourism sector and to promote compliance, corporate social responsibility, economic sustainability, cultural preservation, and environmental protection in alignment with global sustainable tourism standards.

* With a membership of approximately 3,600 hotels and ryokans, the Federation is actively involved in a wide range of human resource development, training and R&D activities aimed at promoting the development of Japan's domestic lodging industry.

Specific Initiatives 5：〈 Supporting Our Colleagues 〉JTB Group Code Hotline
As part of our efforts to create a safe and equitable workplace environment, the JTB Group Code Hotline provides an in-house whistleblowing mechanism that enables JTB Group personnel to anonymously report genuine concerns about improper conduct and compliance violations without fear of retaliation. Concerns reported to the Hotline are subject to objective investigation and appropriate follow-up by specialized personnel.

Schematic Representation

Specific Initiatives 6：〈 Supporting Our Colleagues 〉Labor Union
The JTB Group's labor union has an enrollment of 70.4% (FY2024).
Monthly shop meetings by management and labor representatives are focused on improving the workplace environment and enhancing workforce wellbeing