The Consistency of PAL-Davao in Maintaining the Airline's High Quality of Service Standards
Posted on Friday, 16 December 2016
The Consistency of PAL- Davao in
Maintaining
The Airline’s High Quality of Service
Standards
By Apolinario Villalobos
Davao station of Philippine Airlines is
considered as the hub of its operation in Mindanao and lately, its scope
extends to the neighboring Asian countries. As I have worked with the said
company for a little more than twenty years and left it during the early years
of the new management’s take over, I can very well say that I have an idea of
what had been and what are being done as regards the customer satisfaction
which fortunately has been maintained due to the consistency of the airline’s
high standards.
According to Mr. Vic Suarez, the new Head
for Mindanao Sales Area, the airline will not compromise its high standard by
scrimping on other aspects of operations as some sort of an offsetting, most
especially, by offering low fares, except the seasonal promos. High quality of
service can only be assured if there is enough manpower that can attend to the
requirements of customers. As can be observed, all ticketing offices and the
check-in counters at the airport terminals are adequately manned by equally
vibrant personnel of Macro-Asia. Mr. Suarez is supported by Ma. Leana Sanga,
Secretary; Edgardo Ramos, Staff Assistant; and Ricardo Ambrosio, Sr. Market
Planning Analyst.
If international cuisine has its “fusion”
dishes concocted based on different cultural influences, PAL has its “fusion
service”. It is my own terminology and I came up with it in view of the
harmonious co-operation of service providers and the held-over organic PAL
employees. As in Manila, this unique and harmonious fusion of effort is also
found in the operation of PAL in Davao. The ticketing office at the Davao
airport is manned by the organic PAL employees, while the check- counters, load
control, and the Mabuhay Lounge are manned by the young staff of Macro-Asia.
Behind them, such as the Airport Service Manager, Ms. Ludy Bagares and the
Customer Service Officers are all organic PAL employees. Helping them out in
the overall operation is Excellent, the manpower agency that provided the
aircraft cleaning crew, janitorial and porter service.
The Customer Service Officers who have
spent a good number of years with PAL are Leonilo Abella, Ernie Adrias, Archie
Batu, Karlo Respicio, Marlon Rosales, Allen Dizon, Art Migalben, and Anthony
Paradela, with the last four mentioned also handling Cargo.
The Macro-Asia Supervisors are Charlie Erojo, Erwin Tongco, Dennis Tiamson,
Rommel Covarubias and June Dalisay. The Passenger Services Agents is Ruben
Maglaya; and Cargo Service Agents, Ben Arcayan and Julbert Nolasco. The ramp
area is handled by the Ramp Service Agents, Ruel Catao, Cyril Pollaris and Joel
Montales, while the Ramp Equipment Repairman is Lambert Lazaro.
Ms. Bagares expressed that so far, their
operation is smooth and without any hassle as the traditional and high PAL
standards are maintained to ensure that the customers get the commensurate
worth of what they paid for to reach their destination safely.
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