The TPC Mark of Ed Vergado (PAL Senior International Ticket Representative)
Posted on Monday, 12 October 2015
The “TPC”
Mark of Ed Vergado
(PAL
Senior International Ticket Representative)
By Apolinario Villalobos
“TPC” stands for Total Passenger Care, a
trademark of PAL during its Golden Days under Roman Cruz, Jr. As a “total
care”, even inquiring callers and walk-ins were given utmost attention, because
they are already considered customers, though with “prospect” status. Most
often, though, because of the care given, they eventually, become a full-pledge
customer.
The mark of PAL’s excellent service, was
again shown by Ed Vergado, a senior International Ticket Representative of
Philippine Airlines assigned at the NAIA Terminal 2 ticket office. I witnessed
how he offered his cellphone to a passenger, Arturo Albulario, who was in a
quandary while trying to contact a friend who was supposed to meet him upon his
arrival from Los Angeles. He was taking
a connecting flight to Cebu that morning and the meeting with his friend was
very crucial, as time was running out.
With a smile that put Mr. Albulario at
ease, Ed even offered to dial the number of the former’s friend for him. In
just a few minutes, the friend who was finally contacted rushed inside the
ticket office. Both were profuse in showing their gratitude to Ed. The
passenger tried to show his apprehension by leaving a substantial amount to
refund the consumed load for the call made, but which Ed vehemently refused. I
witnessed the incident as I was inside the ticket office killing time while
waiting for the arrival of a friend from Davao.
Ed began his airline career in Virac
station (Catanduanes Island) as a ticket clerk, moving on to Laoag station
(Ilocos Sur) with the same position. Recurrent trainings afforded him knowledge
in other responsibilities such as ramp handling, counter handling (check-in),
cargo handling, reservations, and manual computation of load (passenger,
baggage and cargo). His expertise in the line was such that every time new
stations were opened, he was among those assigned which happened when Busuanga
station in Palawan was made operational to boost the tourism-related effort of
the province.
With the onset of developments in the
company, Ed was transferred to NAIA Terminal 2, to handle checking in of
passengers for which he was well-prepared, thanks to his experience and
trainings. Lately, he is now at the ticket office of the same terminal, but
this time, preparing international tickets, as a Senior International Ticket
Representative (Senior ITR), a supervisory position that he more than deserves.
The more than 30 years of service in PAL,
made Ed a seasoned customer-oriented employee, and developed in him a sharp
perception on how to make customers satisfied. He does not hesitate in sharing
what he has gained with his new co-employees every time he has a chance, as
what I had observed also that morning. As there was a lull in the influx of
customers, Ed was entertaining questions and voluntarily sharing information
about their responsibilities with the rest of the counter staff.
Philippine Airlines can encourage acts similar
to what Ed did, by giving deserving employees due recognition through
commendation. The emulation by other employees can create a chain reaction that
can definitely add more life to the consistent excellent service of the
company.
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