Senators urge airport customer service improvement

The senators on Tuesday told the airport authorities to fix their customer service so as not to add to the hardships of passengers who are in need every time there are delayed flights and other complaints.

During the Senate’s discussion of the P214.2-billion budget of the Department of Transportation (DOTr) and attached agencies, Senate Majority Leader Joel Villanueva and Sen. Ronald Dela Rosa both talked about their “sad experiences” at airports.


Dela Rosa said he got hot when he talked to the airport official when he returned home to Davao.

“Sabi ko puwede magtanong? Pag may complaint dito sa inyo, saan niyo dadalhin ang complaint? Sabi [niya], ‘Bakit may complain ka ba?’ Sabi ko wala wala akong complaint magtatanong lang ako sa proseso ba… [Sabi niya] wala ka palang problema eh anong ano pang kwan mo dyan?” the senator said.

According to Dela Rosa, he wanted to hurt the said employee out of annoyance, but he just held back.


“Nabwisit na talaga ako…. Sabi ko: ‘Ganoon pala kayo magharap sa taong may problema dito’,” he added.

According to Villanueva, he was at an airport in another country when he was told their flight was suddenly moved to 7 pm from the scheduled 9 p.m. without notice.

Senators urge airport customer service improvement

“Saan ho kami pupunta noon? Ang masama ho noon, may in between na flight, pwedeng bumili pa. May isa sa amin, nakita namin sa airport, nakakuha siya ng flight in between. Sabi namin, bakit hindi kami doon nilagay? E kasi binebenta pa pala iyon. Tapos wala kang mapag-complainan sa air carrier.”


Exec is ready. Dir. Carmelo Arcilla of the Civil Aeronautics Board (CAB) to remove “incompetent” personnel.

They also have high standards for hiring employees, and there are always trainings and seminars.

CAB is the government agency with jurisdiction over air carriers, air sales agents and freight forwarding services.

“Nalulungkot din po ako na despite po the very high standards that we maintain in terms of the quality, responsiveness, and competence of our people in the airports e meron pa po mga bad eggs din… Rest assured po that we will weed them out,” said Arcilla.

Other senators also pleaded with the DOTr to give the airline companies more slots on the runway so that more planes can fly, providing more flights for passengers.

Lawmakers are also looking into the high price of tickets for local flights.

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