That VIP feeling

“Those who refresh others will themselves be refreshed” – Proverbs 11:25

A week ago today, I happen to pass through Terminal 3 at NAIA and again last Friday, I did the same. On both occasions, I was blessed to observe two things I never ever saw, heard or experienced at NAIA.

As I entered the departure area, I passed by the OFW Lounge and I felt grateful for the fact that our OFWs are now being given the respect and recognition at NAIA.

It was not so long ago that OFWs would be found bunched up on cold steel benches and floors like modern day refugees. While they were given the lip service title of “Bagong Bayani,” the send offs and reception at the NAIA did not honor them or the sacrifice they make for family and country.

When the New NAIA Infra Corporation or NNIC took over only a year and a half ago, their first big accomplishment was not just to put up an OFW Lounge, but to make sure that it would be an ongoing concern and not merely for show. They certainly continue to do so.

I’m glad to report that when I passed through immigration a week ago, I heard someone say something that really caught my attention.

A male immigration officer was guiding OFW passengers towards a special or dedicated lane while saying: “Dito po kayo sa lane ng OFW. Dito po kayo, dahil kayo ay mga VIP.” (Please pass through the OFW Lane, because you are VIPs.)

It was not an attempt to flatter or put on appearances. The officer named “R. Mateo” consistently mentioned those words for the benefit of every OFW passenger. It is clear that the recognition and acknowledgement of OFWs has spread from the NNIC OFW Lounge to the immigration area.

Some people may not think much of the lounge and the VIP treatment, but for someone about to leave family, some comfort and encouragement matters.

Still on the topic of “that VIP feeling,” readers might recall that once upon a time, Filipino travelers leaving or returning to the Philippines often have to go through long, slow lines at immigration while foreigners and VIPs with escorts whizzed by.

I still remember that second-class feeling but last Friday upon our arrival, things were different. My daughter and I passed through the Electronic Passport scanner at NAIA for local residents and went through in minutes, while the foreigners in our group only caught up with us after 30 minutes.

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During the departure/arrival passage at NAIA T3, our group observed a number of things that will have to be dealt with by the Bureau of Immigration, the Office for Transport Security (OTS) as well as NNIC.

We regularly hear complaints about how jampacked the immigration counters get or that the processing is slow. When we left Manila, I observed that local travelers were not mindful of signs, lane assignments and rules.

A number of self-entitled or disrespectful or “bastos” passengers would pass through the lanes for PWD/wheelchair bound/ pregnant/or children’s lane with husband, yaya, sibling, most of whom had no “special” condition.

The immigration bureau should place bigger signs and declare that those who disobey the rules or jump the lanes or disrespect officers will be escorted off the line by OTS uniformed-armed personnel to discouraged agitators and whiners causing a commotion.

I witnessed a couple of people arguing with BI officers over rules, while some were late for their flight and verbalizing their agitation. Many passengers usually think only about check-in and departure time but forget to factor in processing time at immigration counters.

Many Filipino travelers, myself included, are not proficient with online check-in, not observant or compliant with number of luggage or carry-ons and weights, filling up departure/arrival forms, and all these compound to delay travelers at the immigration counter.

If there is a consultative group among NNIC-OTS-BI, score and evaluate the efficiency of immigration officers while at the counters, similar to the practice of call centers that monitor, record and score how many customers an agent handles, how efficient they are and if customers are satisfied with the service they received.

Even at the area for seniors/PWD/pregnant women, I ended up in the slowest line. To amuse myself, I watched which counter processed more, who were more thorough (women) and what problems came up.

No offense meant but I managed to single out who were the chattiest BI officer, overly engaging, mechanical and the slowest. Let’s keep in mind that immigration officers are the first and last encounter of passengers.

The obvious cause of problems is the fact that passengers come in droves. If it’s possible, can NNIC and BI set up a holding area with seats for passengers as a pre-immigration counter waiting area or pre-screening?

That would improve the optics on congestion and reduce stress at the counters. Speaking of counters, a tourist complained that not all counters are visible, and they had to tap other passengers or signal them when counters were open, unlike abroad where personnel physically directed passengers to open counters.

The good news is that travelers are on the move and people appreciate the changes at the NAIA. Given San Miguel Corporation’s culture of excellence, Filipinos can look forward to even better things at the NAIA under NNIC.