The TPC Mark of Ed Vergado (PAL Senior International Ticket Representative)

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.

Investments in Life

Investments in Life

By Apolinario B Villalobos

 

 

Investments in life are made in stages:

 

1. When a man and a woman meet, they invest TRUST and LOVE to each other with a hope that these shall develop into a wise decision to get married, hence, give them a reason to settle down as a couple.

 

2.  As a couple, they invest PATIENCE and DILIGENCE into their lives in order to earn money and raise a family.

 

3.  The couple invests the MONEY in a home of their own and things for their coming offspring.

 

4.  The couple invests MONEY for the food, supplements and medicines for their offspring so that they will grow healthy. As they grow, more MONEY is invested for their education with a hope that they will have a bright future later on. When the offspring leave home to make their own investments, the couple is left alone. This is the last stage of their investment. They are back to each other’s arms – alone.

 

Unfortunately, SOME couples forgot to invest for their COMFORTABLE retirement. It is only later they learned that social security retirement (in the Philippines), is not enough to cover supplements, medicines, regular medical check ups, and salary for caregiver – expenses  that come with old age.

 

Worse, SOME very unfortunate couples found out that their children whom they nurtured with love since birth and already have families of their own, develop amnesia, causing them forget that somewhere in a province or a depressed residential area in a city, are two aging persons, living in a crumbling house…aging persons who could not even help themselves in going to the toilet or in taking a bath.

 

Not ALL offspring are kind enough to SHOW love to their parents who smothered them with love when they came into this world. SHOWING love to the parents is not paying them back for what they have done. SHOWING love to a person is a SPIRITUAL obligation, be he or she is a kin or a stranger.

 

LOVING parents do not bother themselves with a seemingly wasted investment such as mentioned above. They know, it is their obligation to raise their children decently, properly, complete with love…with affection.

 

Indeed, investment is always shaded with risks that should be accepted what they may be.