Airport complaints hotline eyed

The Manila International Airport Authority (MIAA) will set up a hotline to ensure instant response to passenger complaints at the country’s premier airport.

MIAA general manager Ed Monreal said the agency is batting for a three-minute response time to concerns the public may face while at the Ninoy Aquino International Airport (Naia).

These complaints may range from rudeness to extortion on the part of MIAA workers or employees from other Naia-based agencies and from overcharging to theft by transportation services.

At present, the MIAA has two phone lines to receive passenger complaints and other concerns: Txt NAIA 09178396242 and 8230669 for the Customer Relations Center.

Monreal said the Naia has long been receiving strong criticism from passengers, some of whom have been victimized by unscrupulous persons, treated shabbily or have expressed displeasure over the facilities at the airport.

Because of these criticisms, the Naia has been ranked among the world’s worst airports.

“To me, this is very alarming.  It is already embarrassing that we are receiving a lot of negative feedback,” Monreal said.

He said the hotline would be for the one-stop airport security center which would facilitate coordination among all security forces and government agencies at the Naia.

According to Aviation Security Group Director Senior Supt. Mao Aplasca, the revival of the airport security center is a welcome development.

Aplasca said the hotline number was designed to duplicate the 911 infrastructure used in Davao City.

Meanwhile, the officials of  the Civil Aviation Authority of the Philippines (CAAP) met with representatives of international and local airlines to iron out operational kinks at the country’s airports, including the Naia.

CAAP Director General Antonio Buendia Jr. on Tuesday consulted the members of the Airport Operators Council (AOC) on the possible improvements the agency can undertake to ensure smooth air operations.

The AOC is comprised of some 40 members, including international and domestic airlines, low-cost carriers and ground handlers. With a report from Janine Perea/TVJ