MANILA, Philippines — The Manila International Airport Authority (MIAA) denied claims that its former VIP service allowed individuals to skip airport processes for a fee of P800.
The MIAA emphasized that its VIP service, particularly its Meet-and-Assist Service (MAAS) at the Ninoy Aquino International Airport (NAIA), strictly adhered to Customs, Immigration, Quarantine, and Security (CIQS) procedures and airline and government regulations and sought to improve overall passenger experience.
“Historically, the service was a privilege given by MIAA free of charge, primarily in the name of public service, to uphold reciprocity arrangements with counterpart agencies and foreign governments. It was subsequently offered to private individuals for a fee under the terms and stipulations set forth under MIAA Memorandum Circular No. 5, Series of 2013 entitled “Airport Courtesies and Accommodation,” the MIAA said in a statement.
According to MIAA, the passenger facilitation process was further developed and formalized through Service Level Agreements (SLA) with border control agencies operating at the NAIA who, together with MIAA, were integral members of the NAIA Quality Management System.
MIAA further said that these agreements ensured a unified approach to enhancing passenger experience while enforcing the mandates of airport agencies involved in providing courtesies at the airport.
In order to prevent abuse or misuse of the MAAS, the following safeguards were implemented by MIAA:
1. The entirety of the process, including the very forms used in the MAAS, were enrolled in the NAIA Quality Management System (QMS);
2. Clients were made aware from the very beginning that CIQS policies and procedures were strictly to be complied with and would not be circumvented even with their availment and payment for the MAAS;
3. As a matter of policy, all MAAS were duly coordinated and recorded with Immigration and Customs officers without exception;
4. The rates for the service were duly approved and regulated by the MIAA Board of Directors and were transparently published in the official gazette, ensuring accountability and public awareness; and
5. Sanctions were provided under MC 5 in case of abuse, misuse, or misrepresentation, among others.
“Through the years, the MAAS has been repeatedly recognized for its professionalism, courteous personnel, prompt and efficient service, and the great part it has consistently played in the airport reception of delegates to various government-hosted events held in the Philippines,” MIAA said.
“Now, as MIAA transitions into its new role as an airport regulator, it remains steadfast in its commitment to uphold the highest standards of safety, security, and professionalism across all its services,” MIAA added.
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