Showing posts with label airline. Show all posts

Michael Villaflor, Jr.: Profile of Diligence and Humility

…another “unsung hero” of Philippine Airlines

By Apolinario Villalobos

When Michael Villaflor, Jr, or “Mike” to his friends and family was looking for a job after graduating from Mapua Institute of Technology with a Management Engineering course, the country was in its economic and political healing stage after Ferdinand Marcos was successfully ousted by the “People Power” which saw the installation of Corazon Aquino into presidency.  It was during this uneasy period when Mike initially tried his luck for a job in San Miguel Corporation. Unfortunately, the company was giving priority to applicants who graduated from the University of the Philippines and Ateneo. He went through similar discouraging experience when he applied at Philippine Airlines which was giving priority for applicants from the two aforementioned universities, as well as, the De La Salle University.

His persistence, however, in following up his application with PAL paid up when he was finally given the chance to undergo an interview and a series of written exams which he passed with flying colors. For assignment, when he visited the Office of the Metro Manila Sales in March 1986, headed by Milagros Limgenco, without much ado, he was sent to the Escolta Ticket Office to immediately render duty as Information Clerk. Due to his remarkable good performance, in less than a year, he was promoted as Cash Custodian, then, as Domestic Ticket Representative in the same ticketing office. In 1988, he was further promoted as Integrated Ticket Representative, a job which required him to compute international fares, as well. Unfortunately, on that same year, the Escolta Ticket Office was closed which caused his transfer to the Makati (Greenbelt) Ticket Office.  A little later of that same year he was transferred to the Taft Ticket Office, located on the ground floor of the Philippine Women’s University.

In early 1989, he retraced his steps to the Metro Manila Sales Area, but this time, with a new appointment as Sr. Market Planning Analyst under Marcial Zamora. His fast journey along the path of his corporate career brought him the following year, to the position of Staff Assistant for Luzon Sales Area which was merged with Metro Manila Sales by the VP-Sales and Services, Avelino Zapanta. This time, he worked under Teresita Al Luna.

While the career of Mike was gaining momentum, the general economic situation of the country was at its crucial that resulted to a slow down. Meanwhile, the management of the airline changed hands from Eduardo Cojuangco to Lucio Tan. In addition to the airline’s struggle to keep afloat, there were also problems that had to be dealt with – those of  PALEA (Philippine Airlines Employees Association) and the ALPAP (pilots’ and flight attendants’ association), which finally resulted to the temporary closure of the company in 1998. During the time, Mike was under Danny Lim who was at the helm of the Metro Manila and Luzon Sales.

When Philippine Airlines resumed its operations, Mike was transferred to its “flagship” office located at S & L building along Roxas Boulevard as Staff Manager in place of Atty. Cris Pascual, to work under Enrique Javier, the Country Manager for Philippines and Guam. Later, all PAL offices at S & L building were transferred to the airline’s Learning Center along Padre Faura, where he worked under different Country Managers such as Marilla Revilla, Genaro Velasques, and Dina May Flores.  When the San Miguel Corporation took over the company, it installed Salvador Britanico, Jr., as the Country Manager, and it was during this time that finally, Mike got his biggest break when he was appointed as Area Sales Manager for Luzon and Metro Manila.

When the Lucio Tan Group of Companies took over PAL from San Miguel Corporation in September 2014, Mike retained his job to work under his current boss, Harry Inoferio, who is virtually on a “home coming” stint, for he had spent a good number of years with PAL until he resigned to work with other airlines. Mike is doubling his effort, especially, at this critical moment of the airline industry under the shadow of the “open air policy” which is characterized by the cutthroat competition posed by locally- based airlines, as well as, foreign carriers that offer attractive fares. Despite the challenge, according to him, PAL is unfazed because its on-time departure reliability aside from its overall excellent service, have always been traditional trademarks that keep it flying with pride. Many passengers, especially the finicky, learn the lesson that a low fare can never replace an excellent service which is equated with comfort all the way of the flight, especially, long haul ones, hence, they go back to PAL after a “sad experience”.

In the office, Mike is ably supported by his equally diligent secretary, Melle San Jose Artillaga, who like him is equally meticulous in carrying out her job. And, at home, he is supported by his wife, Madeline and children, Mara Louise, Michael III, and Louise who understand his coming home late due to meetings. With all the challenges that he enjoys and the compassion of people around him that lightens his burden, he considers himself lucky and successful, yet feels at the same time, that he could still do more for the company.

To date, with a contented smile, he looks back to the day he was given a great opportunity by PAL which put him on the best career path, more than reason enough for him to continue doing his best. He also considers the short administration of the San Miguel Corporation as a good karma because it was during such time, while working with Salvador “Bud” Britanico, that he became a full-fledged manager.

But, most especially, for what he is now, Mike thanks his parents, Remy and Michael Sr. They molded him into a humble person who can work with utmost diligence and patience under pressure. Admirably, both parents who were supervisors of PAL then, did not try to use their influence when he was applying for a job in the company, as they wanted him to prove his worth on his own. Michael Sr. was a Ticket Office Supervisor (later on, a Manager), while Remy was a Desk Supervisor (later on, a Manager) of the Reservations Department.

Isang Kending Hinati, at iba pang Kuwento

Ni Apolinario Villalobos

Malaking bagay ang pag-uusap kung minsan ng magkakaibigan upang sumariwa ng mga nakaraan. Nangyari ito nang magkita kami nina Del Merano, mag-asawang Mona at Reuben Pecson na isinama ang tinuturing kong “miracle baby” nila noon, at ngayon ay binata na, si JR. Ibinuntis ni Mona si JR nang panahong mayroon siyang malaking cyst sa sinapupunan, subalit sa awa ng Diyos, nakaraos siya sa pagbuo nito hanggang maipanganak bilang isang malusog na sanggol. Ngayon si JR ay isa nang piloto. Pananalig sa Diyos ang naging kasangkapan ni Mona sa pagkakaroon ng isang matagumpay na ngayong anak na Piloto.

Sa mga kuwentuhan namin, lumabas ang pinakatago-tago sigurong kuwento ni Del tungkol sa kending hinahati pa niya upang magkasya sa maghapon niyang pagsi-sales call noong kami ay nagtatrabaho pa sa Philippine Airlines (PAL). Isa si Del sa mga pinagkakatiwalaang Account Officers ng PAL. At, dahil sa kanyang pagka-single mom, tipid na tipid ang ganyang gastos. Nagulat daw ang kasama naming kasabay niya sa pag-sales call nang ilabas niya ang kalahati ng isang kendi at isinubo bilang miryenda. Ang natirang kalahati ay kanyang itinabi para sa hapon naman.

Ikinuwento rin niya na sa pagpipilit na makapasok sa PAL ay halos nanikluhod sa nagbibigay ng typing test na bigyan siya ng ilang pagkakataon na umabot sa pang-apat hanggang abutin niya ang standard na bilis sa pagmamanikilya. Mangiyak –ngiyak siya nang makalusot sa test. Ang unang trabaho niya ay sa Accounting Office subalit napansin siya ng namumuno ng Internationals Sales Department na si Manny Relova, kaya on the spot ay sinabihan siyang mag-report sa opisina nito upang mag-issue ng mga tiket na pang-international. Dumaan siya sa masusing pag-aaral ng iba’t ibang pamasahe sa eroplano, kasama na ang sa iba pang airlines. Dahil sa kagalingan niya, mabilis ang kanyang promotion hanggang sa ma-assign sa iba’t ibang international station bilang District Sales Manager.

Naalala ko noon ang kuwento niya nang ma-assign sa San Franciso (USA). Ang tinirhan niya ay walang kagamit-gamit kaya sa sahig siya natutulog nang kung ilang araw. Kahit bago sa America ay malakas ang loob sa paglibot kaya sandali lang ay dumami na ang kanyang kontak at mga kaibigan na nakatulong ng malaki sa kanya bilang District Sales Manager.

Nag-resign siya nang bilhin ng San Miguel ang PAL, subalit nang bilhin uli ito ni Lucio Tan ay inimbita siyang bumalik na malugod naman niyang tinanggap dahil iba daw na challenge ang nararamdaman niya bilang kawani ng nasabing airline. Iniwan niya ang isang managerial job at ang malaking suweldo mula dito. Bumalik siya sa kumpanyang nagbigay sa kanya ng magandang pagkakataon upang mabago ang kanyang buhay, lalo pa at siya ay single mom. Ipinakita ni Del na ang pagtanaw ng utang na loob ay nakakagaan ng damdamin. Ngayon si Del ay District Sales Manager na uli ng San Franciso (USA).

The Indefatigable Esperanza (Inday) Hilado

…friend, sister, mother, secretary, Sales Executive

By Apolinario Villalobos

For most people who know her, she was “Inday”, although, her other nickname was “Pancing”. She was a centenarian, having reached the age of 100 years last July 22, 2015, for which she was honored with a certificate given by the Quezon City government.  She died peacefully just when 2015 was bidding 2016 goodbye, particularly on January 14, at exactly, 11:15 AM. The tragic information that I received came from Gel Lagman and Mona Caburian-Pecson, former colleagues in Philippine Airlines.

Inday came from the well-to-do clans of Fontanilla and Hilado of Negros Occidental in the Visayas region of the Philippines. Her parents were Paz Fontanillla and Ignacio Hilado, and she came third in a brood of seven, such as, Clarita, Florita, Hermenia, Gloria, Enrique and Godofredo. Inday chose to stay single her whole life.

According to Tessie, Inday’s niece, who at 74, looks more like a little more than 50, she immediately came home when informed about the demise of her aunt, as she knew that with her were only her trusted caretakers, Rudy Lopez and his wife,  Muding (Modesta). Rudy was her loyal driver since 1975, and got married in 1992 to Muding who in no time treated the former like her own mother. Since the first day of her arrival, Tessie practically did everything with the help of her assistants that she brought from America, as well as, Rudy and Muding.

My fondest memory of Inday was our working together as part of the International Sales-Philippines (ISP) Team of Philippine Airlines (PAL) based at the S&L Building along Roxas Boulevard, in Ermita, Manila. We were under Rene Ocampo and later, Archie Lacson, as the Regional Vice-President of the Philippines and Guam Region. However, due to our well-defined function as members of the Sales Team, we were directly under Dave Lim, Assistant Vice-President of the ISP. Inday was handling the special account of manning agencies for seafarers and despite her age, being the most senior in the team, she proved to be just very effective. She reported to the office before eight in the morning, prepared her itinerary for the day and persistently made follow ups on previously requested bookings for her clients. I also used to help her with her weekly and monthly sales reports by typing them for her. She even stayed late when there were social functions to fete our clients, particularly, the travel agents and manning agencies.

The job of Inday was very critical as PAL fares were comparably higher than those offered by the other airlines for the seafaring segment of the airline industry. But motherly insistence and affectionate cajoling of travel agents worked almost all the time. To show her gratitude to her clients, during Christmas she would give them her own personally-purchased gifts, aside from the standard “give-away” items from our office that included calendars. Being in-charge of the Region’s administration, I would give her extra calendars and “give-away” items.

We were close to each other, such that we sat side by side during most of our Monday Sales Meeting. It was this literal closeness that gave her the opportunity to offer me her share of snacks served during the meeting. She was also very conscious about her health, as she ate only small portions of food during mealtime at the canteen. One time, however, during a party, I admonished her for eating plenty of “lechon” (roasted pig).

A terpsichorean in her own right, she would sashay with graceful cha-cha and tango moves around the dance floor during our parties. She admitted to me though, that she was really fond of ballroom dancing, and even confided the information about the pre-war public dances that she attended at Luneta (Rizal Park) every December, when she was young. Her love for life could have given her the vigor that kept her going even at an age beyond seventy which was the last time I saw her when I left Philippine Airlines.

Inday may no longer be around, but she left a legacy founded on love, as well as, diligence and dedication to job. She was unquestionably unselfish and indefatigable in many ways. She also proved that goodwill indeed works, as her staying “single” did not deprive her of families because of her altruistic ways. She had her colleagues in PAL, and who gave her love in return for her motherly and sisterly affection….they, who have become her family until she left the company. Rudy Kong whom she served with utmost loyalty as secretary in PAL, took her in as part of his own company when she finally left the airline. She also had Rudy Lopez, her loyal driver, and his wife, Muding, who stood by her side till she drew her last breathe. She loved them all, and they all loved her… and, just as what the popular adage says… love begets love.

“Maliit na bagay…”: bagong kasabihan ng Presidente ng Pilipinas

(tungkol sa mga isyu ng “tanim-bala” at “Maguindanao Massacre”)

Ni Apolinario Villalobos

Ayon sa matalinong presidente ng Pilipinas, maliit na bagay lang daw ang isyu tungkol sa tanim-bala sa airport at pinalaki lang ng media. Para sa kanya, maliit palang bagay ang mga sumusunod na ilan lang sa mga nangyari dahil sa eskandalong ito:

-          Ang mawalan ng trabaho sa ibang bansa ang isang pasaherong hindi nagbigay ng suhol kaya pinigilang sumakay sa kanyang flight.

-          Ang halos ikamatay ng isang matandang pasahero ang ginawang pagbintang na nagbibitbit siya ng bala.

-          Ang kahihiyang idinulot ng pagposas agad sa isang may katandaan nang pasaherong babae dahil lang sa iisang balang nakita daw sa kanyang bagahe.

-          Ang mapagtawanan ang Pilipinas ng buong mundo dahil pati ang inosenteng bala ay ginawang kasangkapan sa pangingikil, kaya ang kahihiyang ito ay ginawan pa ng isang TV show sa Japan.

-          Ang maalipusta ng mga banyaga na ang tingin sa Pilipino ay hindi mapapagkatiwalaan.

-          Ang masira ang imahe ng bansa pagdating sa turismo dahil pati mga banyagang turista ay hindi pinatawad ng mga nangingikil sa airport.

-          Ang maungkat uli ang literal na mabahong amoy sa mga airport dahil sa mga sirang gripo, baradong inuduro at tadtad ng mantsang mga lavatory o lababo, kaya hindi na nawala ang black eye ng tourism industry ng bansa na hindi na nga nakakasabay kahit lang sa mga kapit-bansa na kasapi sa ASEAN.

Pinsan ng pangulo ang nakaupong General Manager ng MIAA, na tahasang nagsasabing wala siyang pakialam sa pangkabuuhang operasyon ng airport sa kabila ng ipinakita na sa kanyang responsibilidad na nakapaloob sa isang kauutusan. Bakit hindi na lang siya mag-resign upang mapalitan ng talagang may kaalaman sa pagpapatakbo ng airport? Kung may pagmamahal siya sa pinsan niyang matalinong president, dapat umalis na siya upang mabawasan naman ang bigat na nakapatong sa balikat nito – mga problemang siya rin ang may gawa.

Ang Maguindanao Massacre na ilang araw lang ang nakaraan ay umabot na sa ika-anim na taon ay malamang “maliit na bagay” lang din para sa matalinong pangulo. Nakalimutan yata niyang isa ito sa mga pinangako niyang matutuldukan noong siya ay nangangampanya pa lang. Nakakatawa pa sila sa Malakanyang dahil ngayong araw na ito lang, November 24, nagbigay ng “reminder” sa Department of Justice na “bilisan” kuno ang pagpausad sa gulong ng hustisya para sa mga namatayan!

Maliit din sigurong bagay ang pag-appoint niya ng mga kakilala, kaeskwela, at kung ano pang kakakahan sa mga sensitibong puwesto sa iba’t ibang ahensiya. Mabuti na lang at kahit paano ay nabistong ang palagi niyang sinusumbat na cronyism kay Gloria Arroyo ay ginagawa din pala niya – mas matindi pa! Bumaba man siya sa puwesto, hindi siya makakalimutan ng mga Pilipino dahil sa pagduduro niya ng isang daliri kay Gloria, samantalang ang tatlo pa ay nakaturo naman sa kanya!

Para sa isang taong hindi nakadanas ng kahirapan, lahat ng bagay sa mundo ay maliit dahil malamang, iniisip niyang lahat ito may katumbas na pera!...o hindi kaya dahil lang sa talagang ugali niyang walang pakialam sa kanyang kapwa?

“Work Hard in Your Youth”…a Wise Reminder

From Manny Relova, PAL’s Hardworking “Salesman”

By Apolinario Villalobos

This blog is about a guy who propelled his way to success by working hard since his younger days. The name may not be familiar with other viewers, especially, those who were not connected with Philippine Airlines. What I would like to impart here, however, is his philosophy in life which is worthy of emulation, in the face of the prevailing attitude of today’s youth.

Manny Relova worked his way up the corporate ladder of Philippine Airlines which he joined after leaving his job at the Elizalde Publications, as Circulation Manager. The said company was known for their Evening News and Bulaklak Magazine. The job honed his expertise in operation and handling of people, a responsibility that he held as a young man and which became useful when he joined the country’s flag carrier.

In 1970, he joined the Marketing and Sales- International Department of Philippine Airlines which brought him to Sydney where he had a stint for two years, followed by a three-year assignment in Honululu, and one year in Bangkok. He was later recalled back to Manila to head the Sales Force, located at the S and L Building Extension Office, along Roxas Boulevard, which was considered as the “flagship” for sales of Philippine Airlines. The “S&L”, as what travel agents, corporate accounts and government offices, referred to, was so strategically located, being within the tourist belt, as well as the community of travel agents.

When Manny Relova set foot on “S&L”, he could have felt the opportunity offered by such location that he immediately embarked on the enhancement of the various services of the PAL offices at the said site. In the process, special desks were set up to serve the specific needs of the various segments of PAL’s clientele, through its “retailers” – the travel agents, as well as, the government agencies.

Aside from the regular domestic and international ticketing offices, other service outlets were Government Travel Ticket Office (GTTO), the desk for Middle East market, and, Special Services Unit (SSU) which was tasked with the computation of special fares that involved connecting flights with other international airlines. These “special sales desks” were the important sinew or muscle that made the Sales Force formidable, in the face of cutthroat competition from other foreign airlines that had the temerity of offering “bargain fares”, to undermine the effort of Philippine Airlines.

Discipline was instilled in the mind of the Sales Force, composed of young Account Officers who were trained to persuade even the most inflexible travel agents to allow their clients to savor the PAL hospitality, this despite the almost give-away fares offered by other airlines.  The exquisite PAL service that speaks of Filipino hospitality has always been the selling point of the “flagship” at S&L, and which stiff competitors and trying times failed to erode.

During the incumbency of Manny Relova, PAL enjoyed the “golden years” of international sales and marketing, such that, many thought that the office along Roxas Boulevard where the Sales Office was located, was the entire PAL itself. Those years brought to fore personalities who became synonymous with “PAL sales”, such as Rene Ocampo, Archie Lacson, Dave Lim, Danny Lim, Harry Inoferio, Elsie Enriquez, Noel Abad, Millie Braganza, Dichay Gonzales, Ruby Precila, Tesi Ona, Ginny Gotamco, Ging Ledesma, Lou Bengzon, Mona Pecson, and Jaime Lucas.

The legacy of hard work was passed on to Rene Ocampo when Manny Relova was assigned to San Francisco and London. The tradition of discipline was so instilled among the young Account Officers that it strengthened their salesmanship in the airline industry. A few years later, most of them have been promoted to higher positions such as managers and vice-presidents. 

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.

Fun and Fulfillment in Switching Jobs

…just don’t be choosy

By Apolinario Villalobos

This is about enjoying any kind of job that comes our way. I am sharing my actual experiences which may not apply to new snooty graduates, especially, those from exclusive schools and universities, who expect managerial position in their first job.

Contractualization is a big labor issue today as it smacks of exploitation. It practically douses the job applicant’s quest for job security. While all labor groups are moving heaven and earth to convince the government and employers to scrap it, those looking for jobs, in the meantime should not sulk, but instead, try to make do with any job that they may find, albeit, temporarily. They should console themselves with the thought that somehow, the stint could fill the space on their bio-data that asks for work experience.

I earned my first salary as a laborer in a home-based “factory” where I washed empty bottles to be filled with soy sauce and vinegar. When I was in first year college, I was a working student (today, student assistant), assigned to clean eight rooms and a playground. While in third year college, I was hired as a contract employee by the Department of Social Welfare and Development. I did the various jobs wholeheartedly – with fun. They became my strong foundation when I was hired by an airline company, as they prepared me physically, emotionally, and mentally.

I did not think twice when I was told that my assignment as a ticketing/freight clerk was in the far-flung Tablas island of Romblon. My colleagues in the batch of new hires were assigned either in Davao, Manila, Legazpi and Zamboanga. I did no stay in Tablas for long because I was relocated to Manila to edit our department’s black and white travel magazine. From that job, I moved on to do field sales. Much later, I was moved to another job, this time administrative management in nature, assisting the Vice President of the whole Philippines and Guam Region.

I accepted all assignments without complaint, not even scared despite my limited course which was Bachelor of Arts in English and History. I just enjoyed what I was doing and did my best in learning whatever was necessary to enhance my performance every time a new assignment was given. After leaving the company, I switched again to other jobs to keep me going. I developed operations and training manuals, packaged tours for travel agents, did editing and translation, composed poems posthaste for special occasions, wrote speeches, and accepted commitments as resource person in tourism seminars.

But the ultimate joy I feel is in doing a special kind of “field work” - in slums that some people fear to visit. Proudly, I can say that those I meet in these places which for some are God-forsaken, made me realize more, that indeed, life is like a book filled with diverse and colorful stories of struggle. I am not asking others to do the last mentioned that I am doing, though.

Each one of us has a different kind of advocacy in life which we can enjoy if we treat it as a continuing process and just have fun in what we do.

The  Admirable Stewardess was an educator

…Ms. Ana Perpetua Ignacio of PAL

By Apolinario Villalobos

The crew that serves the passengers on board an airplane is generically called Flight Attendants, although, for gender distinction, she could be a stewardess or he could be a steward. The job of the flight attendant is no joke – demonstrating the use of different safety gear for passengers even while the plane has just made its unsteady ascent, as well as, enduring a sudden jolt due to an unexpected turbulence while serving coffee.

When I took the first flight PR1809 of PAL to Davao on June 17, one of the F/As was a look-alike of Alicia Alonzo, a 70’s Filipino actress who also had a stint as stewardess of Philippine Airlines. I first noticed her at the pre-departure area, because of her smile, although, the airline is supposed to require its F/As to always smile. But hers was different, as it forms naturally on her lips while she spoke.

Inflight, she was so professional in carrying out her duties – checking on the seat belts and putting to upright position reclining seats as necessary. I thought all the while that she was on the job for a long time, as she breezed through the routine checks with much ease, without a bit of self-consciousness. I was surprised to learn later that she had been flying for just three months! I was even more surprised that she was a former prep-school teacher. No wonder, she had a distinct almost flawless diction when she spoke either in Pilipino or English. Her story brought to my mind that of Princess Diana’s, who was also a prep-school teacher before she became a Princess of Great Britain.

When asked what prodded her to join PAL instead of other airlines that proliferate the industry, even the international ones which I was sure would be glad to hire her because of her alluring personality, she told me that she wanted to be part of the country’s flag carrier. It’s PAL for her, nothing else, she emphasized with a smile. Of course, she added that financial security was secondary and next was her love for travel. When she excused herself to do her other chores, I admired her tenacity in proving her worth as a deserving crew of the flag carrier –  with her quick movements coupled with ginger sureness of her every step.

Philippine Airlines has a high standard when it comes to hiring its personnel, especially the flight crew – pilots and flight attendants. During trainings, emphasis is given on the aspect of customer service. But for the customer-contact jobs, such as ticketing, and passenger handling on board, much emphasis is on courtesy that should be enhanced with a sincere smile. High intelligence is of course, a must, as the employee is exposed to the different kinds of people with varied characters and mindset. Observing Ms. Ignacio made me conclude that PAL is back to its former high standards. As if by coincidence, Ms. Ignacio joined the airline just when the former Chairman, Lucio Tan, took over the airline from San Miguel Corporation. Both of them seem to be trying to show that the “new” PAL now boosts of fresh energetic and young crew, and is back to its former reliable service with the “Kapitan” at the helm.

I asked the permission of Ms. Ignacio to write something about my impression of the flight and their service with special mention of her name and the other crew, to which she gladly conceded, thinking perhaps that I would be doing a typical critique to improve their service. She gave me the names of the rest of the crew as: Chito Archie Sunga, Gerald Chester Perez, Myra Lorelie Villar, and Ana Francesca Arrida.

When we touched down at the international airport of Davao, as expected, it was smooth. Unfortunately, I failed to take note of the pilot’s name and his co-pilot when he introduced himself over the PA system while we were on our halfway inflight cruise toward our destination.

By the way, as added information, the delays in departure and arrival of PAL flights are due to the heavy traffic of almost simultaneous arrival and departure of aircrafts at the airport in Manila, especially, in the afternoon. They are not the fault of Philippine Airlines. The blame should be on the lone runway of the Ninoy Aquino International Airport (NAIA)…and perhaps, the government for not coming up with a solution about this problem until now.

Ang Cebu Pacific at Philippine Airlines

Ni Apolinario Villalobos

Ang mga kaibigan ko na nakadanas ng serbisyo ng Cebu Pacific ay hindi makaiwas sa pagbanggit na walang binatbat daw ito pagdating sa kalidad ng serbisyo, lalo na sa pag-asikaso ng mga pasahero kung ihambing sa Philippine Airlines. Sa sakit ng mga pagmumura nila sa Cebu Pacific ay ako ang parang nanliliit dahil may mga kaibigan akong nasa payroll ng nasabing airline. Tulad ko, sila ay galing din sa Philippine Airlines. Yong mga nakakaalam tungkol dito ay nagtataka kung bakit wala man lang daw halos kapirasong sistema ng PAL na ginaya para sa kapakanan ng magandang serbisyo.

Personally, ang unang napuna ko sa Cebu Pacific noon pa man ay ang paggamit nila ng deceptive an advertisement dahil sa pag-anunsiyo nila ng mga pamasahe na wala pang isandaang peso, pero pagpunta ng pasahero sa ticket office ay saka sila sasabihan na may babayaran pa palang iba, kaya lumalabas na halos regular tiket pa rin ang nabili nila. Sa Philippine Airlines, malinaw na sinasabi ang pamasahe kaya kung bumaba man ay naikukumpara agad sa regular na pamasahe, at pagpunta ng pasahero sa ticket office para bumili ay hindi sila inaatake sa puso sa pagkabigla tulad ng nadadanasan sa Cebu Pacific. Ang sabi ko naman, yong walang panlilinlang na pag-anunsiyo ng PAL ay totoo, pero yong tungkol sa atake sa puso, baka hinimatay lang ang pasahero pagkatapos niyang magmura.

Noong sa Davao ako, at habang nagtsi-check in sa counter ng PAL, natanaw ko sa hindi kalayuang counter ng Cebu Pacific ang isang babaeng inobligang tumuntong sa timbangan ng mga bagahe upang malaman ang kanyang bigat. Nagulat ako. Ang alam ko, napakaselang bagay ang  bigat ng babae…ni hindi dapat pag-usapan. Sa tagal ng pagtrabaho ko sa PAL, wala akong nalamang pagtimbang sa  pasahero. Ang mga eroplano ngayon, hindi tulad ng mga sinaunang pampasaherong eroplano, ay may “allowance” o kaluwagang inilalaan para sa mga inaasahang extrang bigat ng mga pasahero at para sa computation ay may nakalaang “constant” na bigat nila batay sa dami ng mga upuan. Sa ginawa ng taga-Cebu Pacific, naisip ko tuloy na baka may balak silang magsiksik ng mga bagahe at cargo na magreresulta sa overweight, kaya bilang paniguro ay tinitimbang pati ang mga pasahero. Naawa ako sa mga pasaherong tinimbang dahil nagmistula silang baboy na binibenta sa katayan! Bakit kasi hindi na lang singilin ng excess baggage…

Pumutok noon ang isyu sa pagwala ni Raymart Santiago at Claudine Barreto sa airport ng Manila pagdating nila mula sa Boracay. Hindi daw naisama sa nai-check in nilang mga bagahe ang isang bag kung saan ay inilagay nila ang mga gamot at iba pang gamit ng kanilang mga anak. Hindi daw sila sinabihan sa Boracay na io-off load ang nasabing bag, dahil kung sinabihan sila, malamang ay pinalitan nila ng iba ang nasabing bag, o di kaya ay nagbayad na lang sila ng excess baggage.  Sa pagreklamo nila, walang manager o supervisor na humarap, hanggang napasok sa eksena si Tulfo. Sa Philippine Airlines, SOP na pag may reklamo, supervisor agad ang haharap dahil may mga desisyong kailangang gawin agad-agad.

Marami pang mga hindi daw makataong ugali ang mga taga-Cebu Pacific, sabi yan ng mga kaibigan ko…pero sabi ko, hindi naman siguro. Subalit nang magkaputukan ng sunud-sunod na bulilyaso tulad ng flight cancellations at flight delays nila noong nakaraang bisperas ng pasko 2014…sabi ng iba pang nakadanas ng mishandling din, sobra na daw ang pagkagahaman nila sa pera dahil sa ginawang overbooking.  Inaakala daw ng Cebu Pacific na “maluwag” ang gobyerno sa kanila kaya sila nakakalusot, kaya ganoon na lang ang wala nilang pakundangan sa pag-overbook ng mga flights. Ibig sabihin, malakas ang loob nila…matapang. At, wala rin daw silang common sense dahil alam nang peak season ay bakit kukunti ang mga tao nila sa mga check- in counter. Sabi ko hindi naman siguro….ayaw kong maghusga dahil may mga balita naman sa diyaryo, TV at radyo na naririnig, kaya bahalang maghusga ang iba. Alam naman ng mga tao kung ano ang ugaling sakim sa salapi, mukha na singkapal ng tabla, at pusong singtigas ng bakal!

Basta ang alam ko, sa PAL, tutok ang mga supervisor kung peak season at hindi talaga bumibitaw sa mga problema hangga’t hindi nabibigyan ng solusyon. Wala silang pinapabayaang umiiyak na pasaherong naiwanan ng flight. Nagbibigayan din ang mga front liners ng PAL, o yong assigned sa mga check-in counter at ticket offices, sa pagbakasyon kung peak season upang masigurong hindi nawawalan ng mag-aasikaso sa mga pasahero.

Malaki daw talaga ang kaibahan ng Cebu Pacific sa Philippine Airlines. Sa pangalan daw kasi, ang dala lang ng Cebu Pacific ay “Cebu”, kaya kesehodang mabulilyaso ang mga serbisyo nila, dahil Cebu at mga Cebuano lang naman ang mapupulaan. Pero sa Philippine Airlines, buong Pilipinas at lahat ng Pilipino ang dala, kaya ingat na ingat ito. Sabi ko hindi naman siguro…yon nga lang, sa PAL, bahagi na ng tradisyon nito ang “total passenger care”…kaya walang kaplastikan ang serbisyo nito sa kabuuhan.

Sa lahat ng bagay na ating ginagawa, palaging mayroon tayong pagkakataon upang mamili para sa ating kapakanan. Sa pagpili, mayroon tayong sinasakripisyo. Halimbawa, tulad ng murang bigas na hindi mabango at hindi maalsa, at kung minsan ay malabsa kung hindi maingat ang pagkasaing. Sa pagbili ng murang damit, huli na natin nalalaman na umuurong pala ang tela, maliban pa sa kulay na nanghahawa kung mabasa. Meron ding pagkaing bangketa na mura nga ay barubal naman ang pagkaluto kaya nagreresulta sa pagkakaroon natin ng hepataytis. Ang gumagabay sa paggawa natin ng desisyon ay mga kaibigan batay sa kanilang karanasan, at sarili mismo nating katinuan batay na rin sa ating karanasan.

Ngayon, sa kabila ng mga sariling karanasang kahindik-hindik at mga kuwentong nakakarindi ng utak, ay uulitin pa rin natin ang paggawa ng isang bagay….ayaw ko na lang banggitin ang isang salita na aangkop sa katigasan ng ating ulo! Marami namang pagpipilian…..ganoon lang.