Naia employees urged to deliver new brand of service

With the rehabilitation of the Ninoy Aquino International Airport (Naia) Terminal 1 almost done, the head of the airport authority urged employees to focus on service and give travelers a hassle-free journey.

Speaking at Monday’s flag-raising ceremony, Manila International Airport Authority (MIAA) General Manager Jose Angel Honrado used the term “journey orchestration” to give employees an idea of the kind of service needed to complement the “new look” of Naia Terminal 1.

“You notice Terminal 1 looks cleaner, brighter, wider and cooler. Gone are the days of falling parapets, leaking pipes, rising temperatures and cramped and congested spaces,” he said.

LOOK: ‘World’s worst airport’ Naia 1 gets facelift

Honrado urged employees to adopt a new brand of airport service.

“Let us build on our current successes and seize this opportunity to press on reforms, otherwise we lose our chance to be great,” he said.

Need to march forward

Improvements at Naia Terminal 1, according to Honrado, involve three “S”: Structure, service and systems.

The physical improvements are 85 percent complete and this should be followed by taking service to the next level.

“Service involves the front line,’’ he said. “They are the contact points from the moment the passenger disembarks from the plane up to the time he takes a cab and from the moment he disembarks from the cab up to the time he boards the plane.”

Honrado spoke of “journey orchestration”—a concept used in a conference he attended in Vietnam.

“A passenger’s journey can be orchestrated and it can be personalized to make the travel seamless and hassle-free,” he said.

Honrado also said there was a need to streamline the various airport processes.

“No one should be left behind as we march forward,’’ he said.