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Tokyo looks to protect service staff from customers who are not so cool

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Tokyo will become the first part of Japan to ban customer harassment of service workers amid a perceived worsening of consumer behaviour that some analysts say is linked to the return of inflation.

Officials in the Japanese capital are drawing up guidelines to accompany the new ordinance, which was passed by the metropolitan assembly last week to tackle customer nastiness known by the abbreviation “kasu-hara”.

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The regulation, which will take effect in April next year, declares a blanket ban on customer harassment and calls on society as a whole to join in the effort to prevent abuse.

In doing so, it strikes a hefty blow at the mantra of corporate Japan that “the customer is God”.

Economists say companies’ reluctance to upset customers by raising prices was one of the reasons the Japanese economy had spent so long mired in deflation. Now that sustained inflation has returned, senior executives in the restaurant, hospitality and retail sectors say customers are unhappy.

Jesper Koll, a veteran Japan economist and director of the securities group Monex, said worsening customer behaviour was an unintended consequence of Japan’s switch from its long battle with falling or stagnant prices to the current inflationary environment.

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“During the decades of deflation, customer satisfaction and happiness was built in. Now that prices are going up — and going up not just once but more or less consistently — Japanese feel cheated. Under deflation, the customer was always king. Under inflation, they are taken for a fool,” said Koll.

Over the past few years, a rising drumbeat of media reports of incidents of staff suffering everything from screamed rebukes to menacing online abuse has made the customer seem less like God and more of a spoiled child.

Surveys of workers in the service sector give the impression that the highly demanding but once generally polite Japanese consumer has become more cantankerous, plaintive and liable to erupt in rage.

The UA Zensen, a labour union that represents workers across multiple sectors of the economy, in June released a report based on responses from over 33,000 members that found 46.8 per cent had experienced some form of kasu-hara in the past two years.

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The private sector has been hastily enacting measures to prevent abuse of staff — a critical challenge for businesses as the country confronts a shrinking workforce and ever more acute labour shortages.

Transport and utility companies have strengthened mechanisms for reporting kasu-hara incidents and some taxi firms have introduced emergency kasu-hara buttons that allow the driver to start video-recording difficult passengers.

Earlier this year, the major convenience store chain Lawson stopped insisting staff display their full names on uniform badges to prevent them being targets for online abuse, while rival chain FamilyMart began allowing workers to use pseudonyms.

The practical force of Tokyo’s ordinance has yet to become clear: there is no punishment for those who break the ban and it appears chiefly intended to promote greater awareness of the problem.

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Even more critically, it does not yet come with a comprehensive definition of what counts as kasu-hara. Guidelines drawing the boundaries between abuse and legitimate complaint will not be revealed until December.

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Can the French make good wine in California?

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The first French wine producer to set up shop in California was Georges de Latour, who founded Beaulieu Vineyard in the Napa Valley in 1903. Since then, French wine producers have played a part in the state’s viticulture. But why have so many flocked to buy American wine estates since 2013?

The modern wave began in 1973 when Moët & Chandon chose Napa Valley as the location of its second non-French sparkling wine facility, the first being in Argentina. Three years later, the Judgment of Paris blind tasting demonstrated that California was producing wines that France’s wine gurus preferred to their own top wines — a moment that passed with surprisingly little comment at the time, but which has since been judged seismic. One of the tasters, Aubert de Villaine of world-famous Domaine de la Romanée-Conti in Burgundy, quietly started joint venture HdV with a Napa grape grower the following year.

Then in 1979 came the shock announcement that Baron Philippe de Rothschild of Bordeaux first growth Ch Mouton-Rothschild, no less, was going into business with Robert Mondavi of Napa Valley to produce a California wine in the image of red bordeaux. (It would eventually become known as Opus One.) The fact that the Dewavrins, who ran the eminent Bordeaux château La Mission Haut-Brion, decided to buy a wine property in Napa Valley in 1980 eventually led to such a rift in their family that La Mission was put up for sale the next year.

Another wave of French investment in California came soon after François Mitterrand became president in 1981 and his Socialist policies spread doom and gloom in the French business community, especially among those producing champagne. Louis Roederer, Mumm and Taittinger all established sparkling wine outfits in northern California, and Bordeaux’s Christian Moueix laid the foundations of his Dominus Estate in Napa Valley.

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But the major wave of French investment has come in the past 11 years. In the vanguard was Artémis Domaines, which made an out-of-the-blue approach to buy Araujo Estate in Calistoga, renaming it Eisele Vineyard. Biodynamic techniques were already firmly established at the California property, while they were still in their infancy at Artémis’s French properties.

Another of Bordeaux’s best-financed wine producers, the owners of luxury fashion house Chanel, acquired St Supéry in 2015, entailing quite a step up the ladder of glamour for this Napa winery. Since then, French investment has come thick and fast, including from the giants of Champagne.

Champagne Louis Roederer went on a buying spree, adding Merry Edwards of Sonoma in 2019 and terroir-driven Diamond Creek Vineyards in 2020 to its initial sparkling wine investment in Roederer Estate. Similarly, LVMH added a majority stake in Napa Valley’s luxurious Colgin Cellars in 2017 and then bought Joseph Phelps in 2022.

So why has there been such a transfer of funds from l’Hexagone to the golden state? According to Christian Seely of AXA Millésimes, it decided in 2016 that it wanted to buy in Napa because, “It’s rather logical and quite interesting to see somewhere else that makes great Cabernet but is very different.”

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And transatlantic transactions have not been restricted to northern California. Several Burgundy producers, including Drouhin and Louis Jadot, have invested in Oregon, intrigued by the challenge of applying their expertise in Pinot Noir and Chardonnay to the west coast. More recently, Étienne de Montille, from one of Burgundy’s most famous families, decided that “having another hectare of a [Burgundy] Premier Cru would not move us forward. So [we thought] let’s go outside of our comfort zone.” They looked all along the west coast of the US, eventually plumping in 2017 for Sta Rita Hills in one of the coolest parts of Santa Barbara County for their impressive Racines label.

But experimentation, and the realisation that France may not have a monopoly on fine wine production, are far from the only drivers of the current phenomenon. French wine producers, especially those in Bordeaux, are becoming increasingly frustrated by their distance from their end consumers. Not only does this mean they don’t know enough about them, it also involves handing over part of their potential income to intermediaries. The California model of selling wines direct to consumers, via wine clubs, mailing lists and preferably on allocation, has become increasingly attractive to them.

Furthermore, owning an American wine producer gives them the precious right to sell their French wines direct to American consumers.

The most recent purchase, by France’s powerful Bouygues family, has been on the east coast. Lost Mountain, a small but successful venture in Virginia, is the latest recruit to a wine group now known as Eutopia Estates. General manager Pierre Graffeuille explained to me over email why they are so pleased to have a foothold in the American market. “Owning a vineyard in the US gives direct access to one of the largest wine markets in the world. Moreover, US wineries have a great expertise in ‘direct to consumers’ through their wine club and hospitality programmes which can be inspiring.”

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And it goes without saying geographical diversification is particularly useful when the weather is increasingly unpredictable.

Recently, I attended a daring tasting in London hosted by one of these new arrivals. Florence Cathiard of Ch Smith Haut Lafitte, which has owned Cathiard Vineyard in Napa Valley since 2020, invited 10 of us to a blind tasting of their 2021 vintage. Their two wines were up against eight stars of the Napa Valley Cabernet firmament, including Screaming Eagle and Scarecrow ($2,450 and $824 a bottle, respectively).

The group ranking is in the box, but it differs slightly from mine. I chose the least expensive wine, Founding Brothers from the Cathiard Vineyard, as my favourite, as did Anthony Rose of The Independent, who has been writing about wine for almost as long as I have.

Florence, who also tasted the wines blind, was mightily relieved to see Cathiard Vineyard’s principal wine do so well. Her husband, Daniel, less convinced by the tasting exercise and possibly nervous about the outcome, stayed at home.

But the tasting, and my experience of the produce of virtually all of the names mentioned, seems to suggest that French wine producers are capable of making excellent wine in the US, while being able to sell their French wines more profitably to millions of American consumers.

Referring to the traditional sales system for Bordeaux wines, the Place de Bordeaux, Florence Cathiard admitted that she and her husband had “made our small fortune in wine thanks to the Place, but now that interest rates have risen, the Place is sick”. She mimed slashing her throat. “My niece is now running our Napa boutique, selling our wines at the same price as the Place but at a much higher margin.”

I wonder how many more French vignerons are currently scouting westwards.

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Class of 2021: Cathiard’s Napa Cabs vs some of the neighbours

At the blind tasting, the 10 tasters were asked to rank the wines from one to 10. The list shows the average ranking of each wine, with Continuum being the highest-ranked overall. For the tasting, Florence Cathiard chose 2021s that had already been released and had garnered especially high scores from critics.

Tasting notes, scores and suggested drink dates on Purple Pages of JancisRobinson.com. International stockists on Wine-searcher.com

Follow @FTMag to find out about our latest stories first and subscribe to our podcast Life and Art wherever you listen

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Tickets for one of the UK’s best Christmas grottos are already on sale – here’s everything you need to know

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Tickets to Hamleys Santa's Grotto are already on sale

TICKETS for Hamleys Santa’s Grotto went on sale yesterday, but families will have to act fast to avoid disappointment.

As one of the oldest and most famous toy stores in the world, tickets to Hamleys Santa’s Grotto in its flagship store on Regent Street are expected to sell out quickly, especially for weekend dates.

Tickets to Hamleys Santa's Grotto are already on sale

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Tickets to Hamleys Santa’s Grotto are already on saleCredit: www.hamleys.com
The Santa's Grotto at Hamleys is considered to be one of the best in the country

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The Santa’s Grotto at Hamleys is considered to be one of the best in the countryCredit: www.hamleys.com

The Santa’s Grotto at Hamleys is widely regarded as one of the best Christmas experiences in the country, with specialist family websites like Parent News and Secret London including it in their round-up of the country’s best.

Travel blogger Museum Mum also included it in her article on London’s best Christmas grotto experiences.

Tickets to the attraction went on sale yesterday (October 10, 2024), with potential visitors encouraged to head to the website promptly.

The “enchanting Christmas experience” will run from November 23, 2024 until December 24, 2024.

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Read More on Christmas Travel

At the event, visitors can meet Father Christmas as well as his merry elves inside their enchanting elf workshop.

The experience starts at the Hamleys Regent Store entrance where one of Santa’s elves will greet visitors before being guided into the Christmas grotto.

While the festive experience has been designed for children aged between two and eight years old, the whole family can join the festive fun.

There are three ticket pricing structures for 2024:

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  • Entry for three people who visit between November 20 until December 15 costs £55, with additional guests costing £15 per person.
  • Entry for three people who visit on November 25 and 26 and December 2, 3, 9 and 10 will cost £70, with additional guests costing £17.50 per person.
  • Entry for three people who visit between December 21 until December 24 will cost £100, with additional guests stumping up £20 a pop.

Children will be given a treat to take away on the day

Hamleys Santa’s Grotto

*If you click on a link in this boxout we will earn affiliate revenue

Book Santa’s Grotto from Saturday 23th November – Tuesday 24th December 2024 – BUY TICKETS HERE

Discover Scotland’s Top Christmas Markets of 2024!

Families will be able to take their own photos, with the option to purchase an additional photo package also available.

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One adult is required per booking, with each session able to accommodate up to six people.

Tickets are already on sale, here.

Previous visitors have raved about Santa’s Grotto at Hamleys with one person writing on TripAdvisor: “Santa was amazing as were the elves.

“The goodie bag from Santa was very generous, there was ample time with Santa, the elves did loads of entertaining, and the biscuit decorating was a nice activity.”

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Located on Regent Street, Oxford Circus is the nearest tube station to Hamleys.

The Victoria Line directly links Oxford Circus to stations like London Kings Cross and London Victoria.

Earlier this month, Sun reporter Laura McGuire tested all the Christmas toys at Hamley – here’s what she thought.

Other Christmas grottos to visit in the UK

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HERE are some of the best Christmas grottos to visit in the UK…

  • LaplandUK
  • Santa Breaks at Aviemore Resort
  • Father Christmas at The Eden Project
  • Santa’s Zipmas Grotto at Zipworld
  • Santa in the Sky at Brighton i360
  • Santaland at Winter Wonderland
  • Noir Kringle – The Black Santa’s Grotto Experience
  • Winter’s Tail at Chessington World of Adventures
  • Father Christmas storytelling at Fortnum & Mason

In the meantime, here is Butlin’s ‘ultimate Christmas holiday weekend’ launching this year.

And here are some affordable December city breaks you can still book.

Tickets are expected to sell out fast

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Tickets are expected to sell out fastCredit: www.hamleys.com

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Will Republicans take back the Senate?

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Both chambers of the US Congress are like the country they represent: narrowly divided. But while Democrats currently hold a one-seat Senate majority, Republicans are increasingly confident that they’ll take back control of the chamber after the election next month. The FT’s Washington bureau chief, James Politi, and the Cook Political Report’s Senate and Governors editor, Jessica Taylor, join this week’s Swamp Notes to explain why this year’s Congressional map looks so good for Republicans.

Mentioned in this podcast:

Joe Manchin will not seek US Senate re-election in blow to Democrats

Donald Trump-backed US Senate candidate clinches Republican nomination in Ohio

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Sign up for the FT’s Swamp Notes newsletter here

Swamp Notes is produced by Ethan Plotkin, Sonja Hutson, Lauren Fedor and Marc Filippino. Topher Forhecz is the FT’s executive producer. The FT’s global head of audio is Cheryl Brumley. Special thanks to Pierre Nicholson.

Read a transcript of this episode on FT.com

View our accessibility guide.

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Pink Snow 2024: a winter sports special

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From Arctic adventure in Svalbard to the high life in Verbier — plus where to ski right now

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KLM’s 105th Delft House is a national monument

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KLM’s 105th Delft House is a national monument

For this year’s Delft House, KLM has chosen Het huis aan de drie grachten (house on three canals) in Amsterdam

Continue reading KLM’s 105th Delft House is a national monument at Business Traveller.

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British Airways AXES flights from major UK airports due to plane shortages as hundreds of trips cancelled

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BA has grounded planes after finding issues with Rolls Royce engines

BRITISH Airways has axed flights around the world cancelling hundreds of trips after it was hit by engine issues.

The flag-carrier grounded aircraft after finding maintenance issues with some of its Rolls-Royce jet engines.

BA has grounded planes after finding issues with Rolls Royce engines

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BA has grounded planes after finding issues with Rolls Royce enginesCredit: Alamy
A whopping 11 routes have already been cancelled

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A whopping 11 routes have already been cancelledCredit: Reuters

New routes to Malaysia have been canned, while the frequency of flights to Qatar has been halved.

Some services have also been suspended between Gatwick and JFK in New York.

Thousands of flyers will have been affected by the changes and hundreds of craft halted.

The airline has already scrapped 11 routes because of the issue, the Telegraph reports.

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BA said the issue is with the Trent 1000 engines used on its fleet of Boeing 787 Dreamliner jets.

There is excessive wear and tear on them and Rolls-Royce has been unable to supply enough replacement engines and parts.

BA has grounded five planes or 15 per cent of the fleet.

Boeing 777s have been used to pick up the slack, but those too also need to be repaired every so often.

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The launch of a Heathrow to Kuala Lumpur route will now be delayed from November to April 2025.

One of the two daily trips to Doha has been canned, while flights between Gatwick and JFK will be suspended for winter from December.

Passenger jet captain suddenly dies mid-flight forcing plane to make emergency landing while flying from US to Turkey

A BA spokesperson said: “We’ve taken this action because we do not believe the issue will be solved quickly, and we want to offer our customers the certainty they deserve

“We’ve apologised to those affected and are able to offer the vast majority a flight the same day with British Airways or one of our partner airlines.

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“We continue to work closely with Rolls-Royce to ensure the company is aware of the impact its issues are having on our schedule and customers, and seek reassurance of a prompt and reliable solution.”

BA has contacted customers whose flights have been cancelled and offered alternative travel arrangements.

They said: “Unfortunately, Rolls-Royce, our engine supplier for our fleet of Boeing 787 aircraft, is experiencing challenges,” it said.

“We’re not the only airline experiencing this issue and are doing all we can to work with Rolls-Royce to resolve the situation.”

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A Rolls-Royce spokesman said: “We continue to work with British Airways and all of our customers to minimise the impact of the limited availability of spares due to the current supply chain constraints.

“Unfortunately, this is an issue affecting the whole aerospace industry.”

Rolls Royce said the issue was affecting the whole aerospace industry

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Rolls Royce said the issue was affecting the whole aerospace industryCredit: Getty

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