Manila International Airport Authority General Manager Eddie Monreal on Monday appealed to air travelers to report first to the proper authorities when problem arises at the airport before posting their complaint to social media to avoid false accusations from the public and put the government and the country in a bad light.
He also asked the passengers to be more mindful and make sure about circumstances surrounding the loss of their personal belongings inside the four terminals of Ninoy Aquino International Airport.
“Posting one’s experience in social media even before seeking help will not solve the problem, especially if the complaint pertains to tampered bags or belonging. The issue must be reported right away to the airline and there should be no reason for the airline not to act on it,” said Monreal.
He said MIAA also has security and police desks in the terminals that people can approach for assistance.
“While we understand the importance of social media, engaging in it also requires responsibility. False accusations against people or organizations are sometimes promoted through this venue. One example is the video where a baggage handler was forcibly opening bags inside the bulk compartment of an aircraft. Many are reposting it as if it happened in our country when it is not true. That incident did not happen in the Philippines,” said Monreal.
“We should realize that in the end, our country’s and our Filipino people’s reputation are at stake” the airport chief further added.
Last Sunday, a passenger from Cebu arrived at the NAIA Terminal 3 and reported that his shoulder bag containing his Philippine passport, cash money and assorted items was missing.
The male passenger said he placed his shoulder bag on top of one of the pushcarts while organizing his personal belongings in his baggage at the arrival area. After noticing that the pile of pushcarts were gone, he reported the matter to the airport police department.
Airport Police Officer (APO1) Perfecto Sagun accompanied the passenger to the CCTV (closed-circuit television) room to review footages and help find leads to the missing bag. Authorities found out that the passenger was not carrying the bag when he was going down from the a elevator coming from the 4th level.
A Few minutes later, a lady security guard said the bag was recovered at a convenient store located at the 4th floor of the terminal and was turned over to the Lost and Found Section (LFS) after failure of the owner to appear despite several paging announcements made.
The passenger claimed his bag and thanked the lady guard, who found and returned the item.
Monreal asked the passengers and the other airport users to be more careful of their belongings even when in a rush.
“I am happy that the culture of honesty has become viral among airport workers reason why we have increasing number of returns. I commend the people involved in this recovery,” he said.
The airport chief further said that unattended baggage will be retrieved by airport security and will be subject to rigid inspection.
On the issue of baggage theft, Monreal said MIAA is committed to putting an end to pilferage incidents with the recent security enhancement measures they have adopted.
He encouraged passengers to read their Contract of Carriage (ticket) with the Airline, so they will know their rights as passengers.
Air Passenger Rights includes right to compensation for damaged or lost luggage, but with limited insurance coverage, depending on their airline ticket. For valuables beyond the regular insurance coverage, additional insurance premium may have to be paid to cover valuables declared.
Air travelers should also file a written report regarding their complaints directly with the Airline concerned, immediately while still in the conveyor area, or within seven days from arrival date. The Airline will then investigate on the report, and will reply to the passenger as soon as possible.
