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.