MANILA, Philippines - Light Rail Transit (LRT) lady guard Sharon Mae Casinas made the first move to apologize to a passenger who berated her at the Santolan station of the LRT Line 2 on Tuesday afternoon.
Casinas, in a statement issued by the Light Rail Transit Authority (LRTA), is apologizing for whatever she did that was deemed offensive by the female passenger.
The passenger concerned was caught on video by a fellow passenger while speaking to Casinas in a very loud voice.
The video has gone viral.
LRTA investigation showed, however, that Casinas merely requested the female passenger to put her bag at the conveyor of the x-ray machine for scanning but the latter somehow missed the procedure and hurriedly entered the station.
"It is one of our policies that station and security personnel refrain from making side comments and facial expressions that may be offensive to our passengers. Ms. Casinas displayed the right attitude expected of a security guard, that is, to be courteous and tolerant in spite of the embarrassment she got from the irate passenger," LRTA officer-in-charge Emerson L. Benitez said.
He noted the LRTA has a standing order for its security personnel to implement the “No inspection, No entry" policy to ensure the safety and security of passengers.
"It is inevitable that during the implementation of security measures, passengers encounter inconveniences. They should understand that the Authority cannot compromise the safety and security of the riding public," said Benitez.
He said all LRT security personnel have undergone a seminar on Quality Customer Service Delivery before their deployment and are given refresher courses semi-annually.