The Office for Transportation Security (OTS) has partnered with the Department of Tourism (DOT) to train its personnel in customer service, aiming to improve passenger experience at airport checkpoints.
“The objective of the training is for us to provide a pleasant overall passenger experience in security screening checkpoints,” said OTS spokesperson Kim Marquez in an interview with the Philippine News Agency on Friday.
She emphasized the importance of easing travelers’ anxieties during security checks, noting, “We balance passenger convenience without sacrificing their security.”
The first DOT-led training was held on May 15 at the OTS main office in Pasay City, with 49 airport security staff—mostly from Ninoy Aquino International Airport (NAIA)—taking part. The OTS plans to expand the program nationwide through coordination with DOT regional offices.
According to a Facebook post by the agency, the training focused on effective communication, professionalism, and cultural sensitivity—skills vital for delivering quality service to both domestic and international travelers.
“Nawa ay mas maging mahinahon at propesyunal tayo sa pag deliver ng ating serbisyo sa tao,” said OTS Administrator Arthur Bisnar.
