Basic Approach
The HIS Group believes that ensuring the safety and peace of mind of our customers is a critical responsibility as we provide a wide range of services both domestically and internationally. We have established guidelines and manuals, and we are working diligently to instill these principles in our employees and business partners through training and other initiatives, with the aim of providing even better service.
Furthermore, we will continue to leverage technology to provide services that offer greater convenience and peace of mind to our customers.
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Safety and Quality Management
Customer safety is the highest priority in all of our business activities. As our business domains expand through global development and the introduction of new mobility services, we cooperate not only within our company but also with partners worldwide to operate and audit our unique safety standards. By applying preventative quality control and governance against evolving risks, we will continue to provide an environment where customers can enjoy their travels with peace of mind. Furthermore, we strive to improve quality based on customer feedback.
Safety Management System
1. Basic Approach and Governance Structure
In the first item of the "HIS Group Code of Conduct," titled "Providing Products and Services Useful to Society," the HIS Group declares its commitment to paying full attention to security and safety. Based on this policy, the "Risk / Compliance Committee", which reports directly to executive management, oversees the risk management system for the entire Group, including service safety.
2. Safety Assurance Processes in the Supply Chain
To ensure the quality and safety of the services provided to our customers, our specialized department, the "Ii-Tabi Research Institute," takes the lead in thoroughly executing the following processes.
3. Crisis Management System in Times of Emergency
In preparation for unpredictable accidents, disasters, terrorism, and other incidents, we have developed a sophisticated crisis management system to place the highest priority on the safety of our customers' lives and physical well-being.
・Establishment of the Accident Response Headquarters
If a serious accident or disaster occurs, we will immediately establish the "Accident Response Headquarters" at the head office, headed by the Representative Director. The "Crisis Management Manual" stipulates and executes a system to promptly collect information, rescue customers, respond to families, and coordinate with relevant organizations in cooperation with local response headquarters.
・24/7/365 Support System
By leveraging our global network and collaborating with branches around the world, we have established a system that can provide swift safety confirmation and support across time zones and language barriers.
・Establishment of the Accident Response Headquarters
If a serious accident or disaster occurs, we will immediately establish the "Accident Response Headquarters" at the head office, headed by the Representative Director. The "Crisis Management Manual" stipulates and executes a system to promptly collect information, rescue customers, respond to families, and coordinate with relevant organizations in cooperation with local response headquarters.
・24/7/365 Support System
By leveraging our global network and collaborating with branches around the world, we have established a system that can provide swift safety confirmation and support across time zones and language barriers.
4. Ensuring Effectiveness Through Internal Audits
The independent "Internal Audit Department" conducts audits to verify whether these safety management processes are being operated properly. Audit results are reported to the President and Representative Director as well as the "Audit & Supervisory Committee". If any deficiencies are found,
corrective measures are taken immediately to execute continuous improvement (PDCA) of the safety management system.
corrective measures are taken immediately to execute continuous improvement (PDCA) of the safety management system.
Annual KPIs
Number of serious accidents: 0
Number of serious accidents: 0
Specific Initiatives
・ Formulation of various guidelines and dissemination to business partners
・ Overseas guide training and vehicle checks
・ Tour safety inspections via mystery shopping
・ Online training and e-learning for planning personnel
(Premium and Representation Regulations, intellectual property rights, safety/quality management, Travel Agency Act and Terms & Conditions, Subcontract Act, etc.)
・ Formulation of partner selection criteria
・ Formulation and dissemination of the Crisis Management Manual
・ Conducting customer questionnaires
・ Accepting inquiries via telephone and email through the Customer Relations Office
・ Overseas guide training and vehicle checks
・ Tour safety inspections via mystery shopping
・ Online training and e-learning for planning personnel
(Premium and Representation Regulations, intellectual property rights, safety/quality management, Travel Agency Act and Terms & Conditions, Subcontract Act, etc.)
・ Formulation of partner selection criteria
・ Formulation and dissemination of the Crisis Management Manual
・ Conducting customer questionnaires
・ Accepting inquiries via telephone and email through the Customer Relations Office
Cultivating Trust Through Data Security
Within the HIS Group, which aims to create new experience values through data utilization (DX), we believe that information security and privacy protection are extremely important for building relationships of trust with our customers. To respond to increasingly sophisticated cyberattacks, we are strengthening technical countermeasures through specialized departments. Concurrently, under the leadership of the newly established "Governance Administration Headquarter," we are thoroughly instilling education and compliance awareness among employees. Under a robust information management system, we will protect our customers' precious information.
Annual KPIs
・Information security e-learning training attendance rate: 100%
・Personal information protection training attendance rate: 100%
Specific Initiatives
・ Responding to cyberattacks utilizing IT asset management tools and EDR
・ Constructing secure network systems
・ Developing monitoring systems operated by security analysts
・ Introducing systems to detect fraudulent credit card transactions
・ Implementing personal information protection training
・ Implementing information security e-learning
Safety of the Services for Customers
HIS utilizes its branch network expanding across 54 countries overseas as a "travel safety net," establishing a Japaneselanguage support system available 24 hours a day, 365 days a year during travels. In addition, to ensure that our guests can enjoy their trips--both before and after--with peace of mind and complete satisfaction, we are committed to improving service quality through employee training and our in-house certification program, as well as developing new services.
Specific Initiatives
・Providing 24/7/365 Japanese-language support during overseas travel
・Providing services via in-destination apps at travel destinations (Hawaii, Australia)
・Providing services via LINE while traveling (Guam, Bali)
・Tour Guide Recognition Program
・Certification Program for Travel Consultants
・Various destination training programs for travel consultants
・Online training on universal tourism for travel consultants
・"Cancellation Support Insurance" to compensate for travel cancellation fees
・ "TAViCA," a credit card bundled with security support during overseas travel,
such as remote medical consultations in Japanese at travel destinations
・Providing services via in-destination apps at travel destinations (Hawaii, Australia)
・Providing services via LINE while traveling (Guam, Bali)
・Tour Guide Recognition Program
・Certification Program for Travel Consultants
・Various destination training programs for travel consultants
・Online training on universal tourism for travel consultants
・"Cancellation Support Insurance" to compensate for travel cancellation fees
・ "TAViCA," a credit card bundled with security support during overseas travel,
such as remote medical consultations in Japanese at travel destinations
Providing Accessibility and Inclusive Travel
HIS aims to realize a society where everyone can encounter experiences that spark excitement, regardless of age, the presence of disabilities, or family structures. In addition to our specialized "Universal Tourism Desk," we implement health questionnaires and training at all retail stores to propose travel plans that closely align with the situations and requests of our customers. Furthermore, we are expanding our systems to meet diverse needs, such as the "Papa-Mama Consultation Desk," which addresses the specific anxieties of families traveling with small children.
By removing not only physical mobility restrictions but also psychological anxieties, we continue to create services aiming for an environment where anyone can freely connect with the world at any time. These initiatives represent a growth strategy for HIS to open up diverse customer segments while simultaneously resolving social issues.
By removing not only physical mobility restrictions but also psychological anxieties, we continue to create services aiming for an environment where anyone can freely connect with the world at any time. These initiatives represent a growth strategy for HIS to open up diverse customer segments while simultaneously resolving social issues.
Specific Initiatives
・ "Video Chat" travel consultation service utilizing video calls
・ Confirming health conditions before travel through health questionnaires at all
retail stores
・ Implementing Universal Tourism training for consultants at all retail stores (Held 4
times in FY2025)
・ Planning and providing products through the specialized Universal Tourism Desk
・ Establishment of the "Papa-Mama Consultation Desk" to resolve anxieties
regarding travel with children
・ Providing experiences to connect with the world at any time through "Online
Experience Tours"
・ Confirming health conditions before travel through health questionnaires at all
retail stores
・ Implementing Universal Tourism training for consultants at all retail stores (Held 4
times in FY2025)
・ Planning and providing products through the specialized Universal Tourism Desk
・ Establishment of the "Papa-Mama Consultation Desk" to resolve anxieties
regarding travel with children
・ Providing experiences to connect with the world at any time through "Online
Experience Tours"
Universal Tourism
To ensure that people with physical disabilities or health concerns can enjoy travel, HIS conducts health questionnaires when reservations are made at its domestic branches and provides appropriate travel recommendations. The company also leverages its global network to establish support systems at travel destinations.
At our specialized "Universal Tourism Desk" locations, staff with expertise in nursing care and welfare provide support ranging from travel consultations to accompanying customers on their trips, ensuring they can enjoy their travels without any concerns.
We also offer overseas tours departing from and returning to local destinations designed for wheelchair users. In popular tourist cities where it can be difficult to arrange independent travel for wheelchair users, we provide a safe and comfortable travel experience that includes Japanese-speaking guides, barrier-free accommodations, and sightseeing tours in wheelchair-accessible vehicles.
At our specialized "Universal Tourism Desk" locations, staff with expertise in nursing care and welfare provide support ranging from travel consultations to accompanying customers on their trips, ensuring they can enjoy their travels without any concerns.
We also offer overseas tours departing from and returning to local destinations designed for wheelchair users. In popular tourist cities where it can be difficult to arrange independent travel for wheelchair users, we provide a safe and comfortable travel experience that includes Japanese-speaking guides, barrier-free accommodations, and sightseeing tours in wheelchair-accessible vehicles.
Online Tour
Travel the world anytime, anywhere
Our online experience tours feature a wide variety of content from around the world, ranging from sightseeing and shopping to fortune-telling. Since the service launched in 2020, we have offered more than 15,000 courses in total, with over 300,000 participants.
In addition to pre-recorded content, we also host special events that leverage HIS's global network--such as 24-hour live tours and tours to witness the world's first sunrise of the year--providing opportunities for people who find it difficult to travel abroad to easily connect with the world.
In addition to pre-recorded content, we also host special events that leverage HIS's global network--such as 24-hour live tours and tours to witness the world's first sunrise of the year--providing opportunities for people who find it difficult to travel abroad to easily connect with the world.
Other "Society" Information
事例紹介
Case Study
