PAL says sorry to Magsaysay

By RG Cruz, ABS-CBN News

Posted at Jan 18 2011 01:04 PM | Updated as of Jan 19 2011 10:13 AM

MANILA, Philippines - Local carrier Philippine Airlines (PAL) has apologized to a party-list lawmaker who had a rift with one of its employees.

In a letter dated December 23, 2010 addressed to Mrs. Attala Magsaysay, PAL Customer Management Officer Remigio C. Alina apologized to the family, and distanced the company from Sara Bonnin Ocampo’s complaints against her husband.

The customer service agent said Alliance of Volunteer Educators Party-list Rep. Eulogio Magsaysay called her a “menopausal bitch” when she declined a request that he be seated beside his son. Ticketing had seated them apart.

“On behalf of Philippine Airlines, please allow us to convey our sincerest regrets for the disappointment you and your family may have felt,” the letter read.

Furthermore, PAL management also blamed Ocampo for the fallout from the incident.

“While it is true that our ground staff does not have any authority to change seats of passengers, we believe that our staff should have exercised appropriate and effective customer relations as regards to the subject query. The incident happened quickly that the supervisor assigned at the gate did not have time to intervene,” PAL said.

PAL also effectively stressed that management eventually addressed Magsaysay’s request to be seated with his son.

In the same letter, PAL also disowned Ocampo’s complaints over the media.

“Certainly the CSA’s [Customer Service Agent] act of going to the media is beyond the control of Philippine Airlines and her personal acts and sentiments are not reflective of  the position of Philippine Airlines,” the company said. 

The letter ended with assurances that Ocampo’s case has been brought to the appropriate office for action by management.