Japan Airlines Cuts Cantonese Support, Sparks Outcry
Airline’s decision to cease Cantonese customer service in 2025 ignites debate on language preservation.
Japan Airlines is set to discontinue Cantonese customer service next year, a move that has ignited discussions among Hong Kong residents about the future of their native language.
Customer Service Overhaul
In an effort to enhance service quality and operational efficiency, Japan Airlines Group announced that its customer service center will no longer offer support in Cantonese starting September 9, 2025. Passengers will be required to communicate with representatives in either English or Mandarin.
Public Reaction Divides
The announcement has met with mixed reactions from the public. Some netizens expressed understanding, citing a declining number of Cantonese speakers compared to Mandarin and English speakers, and the potential difficulty in hiring staff. One commenter noted, “the person who knows Cantonese is very much less compared to Mandarin and Mandarin. If you can’t hire people, they can’t be cut, so they have to preserve Cantonese and disappear in Cantonese, in addition to their identity In addition to recognition, the loss of culture, Japanese aviation very few Hong Kong people ride, everyone chooses Cathay Pacific or UO, from the business perspective is absolutely no problem. Japanese aviation main languages are Japanese, and in Chinese, Mandarin and Cantonese ratio are too bad.”
However, others voiced disappointment, with one individual stating, “self-a Japanese airline, I have default it has Japanese and English.”
The decision has raised concerns about the erosion of cultural heritage and language diversity.
Broader Context of Language Shift
The shift away from Cantonese customer service by a major international airline comes as demographic changes and evolving communication preferences influence language use. Globally, while major languages like English and Mandarin continue to dominate international business communication, there’s a growing recognition of the importance of preserving minority languages. For instance, UNESCO emphasizes the critical role of language in cultural identity and supports initiatives for language revitalization worldwide, noting that “languages are the most vital component of the human identity.”
Japan Airlines stated its commitment to continuing to provide professional and considerate services in the languages it supports. The airline’s decision underscores the complex challenges faced by businesses in balancing operational needs with cultural considerations in an increasingly globalized world.