On April 18, Oriental Land, the company that operates Tokyo Disney Resort (TDR), announced its official policy regarding “customer harassment” (known as kasuhara in Japanese). The policy, detailed across four documents, makes clear that individuals deemed to have engaged in customer harassment may be refused service or entry to the resort facilities.

The announcement explicitly lists the types of behavior that will be considered harassment. These include demands unrelated to the resort’s products or services, such as insisting on personal apologies like kneeling (dogeza), requests for special treatment, and demands for free items, refunds, or discounts. It also specifies that defamatory statements made on social media will be regarded as harassment.

Despite its firm stance, the company also emphasized its commitment to open communication:

“We will strive to build better relationships through rational and respectful discussions regarding feedback and requests from our guests.”

However, it continued,
“If a guest’s behavior or demands are deemed customer harassment, we will, in principle, refuse further service and deny access to facilities operated by the OLC Group.”

In addition, the policy states:
“When necessary, we will take appropriate actions, which may include reporting the matter to the police and pursuing legal measures.”

The announcement has sparked reactions across social media, with many users expressing support:
“It’s only right that severely disruptive guests should be banned.”
“Even the world of dreams and magic has to deal with kasuhara, huh?”
“I think this is fair. There are some guests who really cross the line…”

By setting firm boundaries, Tokyo Disney Resort is aiming to maintain a safe and enjoyable environment for all guests and staff, while addressing the growing issue of abusive customer behavior.

Source : ORICON NEWS