Amended Guidelines on the Management of Transport System at NAIA Terminals

March 9, 2017

MIAA MEMORANDUM CIRCULAR NO. 02-17

 

I. GENERAL

1. The Manila International Airport Authority (MIAA) by virtue of its Charter thru Executive Order No. 778, as revised by Executive Order No. 903, is mandated to promulgate rules and regulations for the efficient and effective management of airport operations. In this connection, a well-organized land transport service for passengers and airport users shall be implemented and maintained at the Ninoy Aquino International Airport Authority (NAIA) Terminals.

II. PURPOSE AND SCOPE

2. This Memorandum Circular (MC) defines the policy and prescribes the guidelines and procedures for the orderly and organized operations of the land transport service duly accredited by MIAA at the NAIA Terminals.

3. It shall cover MIAA-accredited land transport service providers operating Metered/Coupon Taxis and Rent-A-Car service vehicles.

III. DEFINITION OF TERMS

4. For purposes of this Memorandum Circular, the following terms shall be construed to mean:

a. Airport Metered Taxi — is a yellow colored taxi duly accredited by MIAA and the Department of Tourism (DOT) covered with metered device/receipt taxi services franchise servicing passengers and airport users in NAIA Terminals with rates depending on the actual distance and time covered.

b. Anonymous Complaint — is initiated by an unknown person which can only be entertained if there is obvious truth or merit to the allegations therein or supported by documentary or direct evidence, in which case the person complained of may be required to comment.

c. Apprehending Officer — is a MIAA official or authorized personnel to apprehend erring MIAA accredited public transport drivers and employees.

d. Coupon Transport Service Taxi — is a white colored taxi duly accredited by DOT and MIAA covered with tourist coupon transport service franchise servicing passengers and airport users in NAIA Terminals charging pre-determined rates.

e. Dispatch Slip — is a slip issued at the transport counter to the passenger and driver of the service vehicle containing the name of passenger, time and date, destination, number of baggage, prescribed rate (for coupon taxi), plate number of vehicle and name of transport company.

f. Hotel/Travel Agency Back-up Vehicle — is a rent-a-car service vehicle duly accredited by a Hotel or Travel Agency which service their respective guests and clients.

g. Loitering — is an instance when a transport employee is outside of the designated areas without valid reason or authority.

h. Rent-A-Car Transport Service — is a luxury vehicle/car (limousine, sedan, van) duly accredited by DOT and MIAA covered with rent-a-car service franchise servicing passengers and airport users in NAIA Terminals with rates based on the agreement of passenger and the transport service.

i. Rowdy or Boisterous Behavior — is an act of soliciting by transport personnel thru shouting and/or waving of hands offering transport services to would be passenger/s.

j. Solicitation — is an act of soliciting or offering transport services to arriving passengers outside the designated counters.

k. Transport Airport Operations Assistant (TAOA) — is a Curbside Management Service personnel assigned at the Transport Service Counter to maintain the orderly queuing and loading procedures at the Transport Loading Area and issues Dispatch Slip to passengers and drivers.

l. Transport Loading Area — is a designated area where transport service vehicles are queued and passengers are loaded.

m. Transport Queuing System — is a system that requires the pre-positioning and queuing of a number of service vehicles in a designated loading area of NAIA Terminals for orderly and easy access of passengers and other airport users.

n. Transport Representative — is an employee of transport company designated to man the counters provided by the Authority to transact with passenger/s availing transport services.

o. Transport Service Counter — is a counter situated at the Transport Loading Area or at a designated area where dispatch slips are issued to the passengers before loading a service vehicle.

p. Transport Service Provider — is a company or transport operator duly accredited by Department of Tourism (DOT) and MIAA with appropriate Land Transportation Franchising and Regulatory Board (LTFRB) franchise that provides transport services in all NAIA Terminals.

IV. STATEMENT OF POLICY

5. Land transport service at the NAIA Complex must be regulated and organized, hence, there must be a Transport Board to regulate and oversee the operations of the Transport Service Providers.

6. The grant of access privilege within the NAIA Complex is not a matter of right but rather a concession which may be revoked/cancelled anytime provided there is a valid cause.

V. GUIDELINES AND PROCEDURES

7. Airport Coupon and Metered Transport Service

a. Accredited Airport Coupon and Metered Taxis shall adhere to a Transport Queuing System to be implemented by the concern Curbside Management Services (CMS) and the number of vehicles to queue at the loading area depends on the space provided for at the Terminal.

b. Transport Loading Areas shall be provided with counters to be supervised by one (1) Transport Airport Operations Assistant and backed up by one (1) designated representative from duly recognized transport association to monitor the queuing of the transport service vehicles.

c. The Curbside Management Service shall come up with the lay-out of all designated Coupon and Metered taxi service counters and loading areas to be approved by the Terminal Manager.

d. The duty Transport Airport Operations Assistant at the Transport Service Counter shall issue dispatch slip to passengers availing of a transport service vehicle distributed as follows:

Original copy — Passenger

Duplicate — Driver

Triplicate — TAOA for recording and reference purposes

e. The rates of fare prescribed by LTFRB for coupon taxis to include the use of Toll ways shall be furnished to Business Development and Concessionaire Management Department (BDCMD) and APD for reference and likewise be displayed conspicuously at their respective Transport Service Counters. If passenger/s opt to use the toll way, payment of toll fees shall be cleared with the passenger by both Metered and Coupon Taxis.

f. Only the passenger and/or driver can load the baggage into the vehicle and the driver shall report to the passenger and Transport Airport Operations Assistance as to the number of baggage loaded. That upon arrival to the destination, the driver shall ensure that no baggage and other belongings of the passenger are left behind.

8. Rent-A-Car Transport Service

a. Rent-A-Car service providers shall have one (1) representative at any time to man their respective Transport Service Counters.

b. The Curbside Management Service shall come up with the lay-out of all designated Rent-A-Car service counters and loading areas to be approved by the Terminal Manager.

c. The representative of the service provider shall turn over and load passengers/guests through on-call basis to the driver at the designated loading areas.

d. The service providers shall provide daily pre-booked guest lists to the office of Curbside Management Service for reference.

e. Only the passenger and/or driver can load the baggage into the vehicle. The Transport Airport Operations Assistant shall record on the dispatch slip the number of baggage loaded. That upon arrival to its destination, the driver shall ensure that no baggage and other belongings of the passenger are left behind.

f. The service providers shall submit fare rates duly approved by LTFRB to BDCMD, Curbside Management Service and APD for reference and it shall be displayed conspicuously at their respective Transport Service Counters.

g. If service provider is accredited or authorized as back-up by a Hotel/Travel Agency, the service provider shall submit a certification from the concerned Hotel/Travel Agency to BDCMD and APD for reference.

9. MIAA Transport Board (MTB)

a. The MIAA Transport Board shall regulate and oversee the transport service operations within the NAIA Complex. It shall have its own Secretariat to maintain its records and operations.

b. The regular members shall meet on a quarterly basis or as deemed necessary by the Chairman of the Board especially dung exigent situations that require immediate action. Owners or representatives of Transport Companies may be invited during the meeting when their area of exposure or concern is needed.

c. It shall hear and decide appeals and complaints from the MIAA-accredited transport providers.

d. All decisions of the MTB is subject to the approval of the General Manager, MIAA.

VI. STATEMENT OF RESPONSIBILITIES

10. Transport Service Providers shall:

a. Be allowed with one (1) representative each to manage and supervise the company's administrative and operational interests at the NAIA terminals.

b. Be responsible and accountable at all times for the actuations, conduct and demeanor of their representative within the NAIA complex, including drivers en route to/from the destination of the passenger.

c. Ensure that their employees and drivers are competent, mentally and physically fit and capable to perform their respective duties and functions.

d. Ensure that all airport-based employees shall attend seminars on effective customer service given by DOT prior accreditation — (Values Formation and Gender and Development) and by MIAA on security awareness and other security uniform related matters.

e. Ensure that all personnel follow the airport dress code, well-groomed and neat at all times while on duty and submit to MTB a photo of respective company uniform for reference.

Dress Code for Authorized Representative:

1. Authorized company uniform (with international operations)

2. Polo shirt with company logo and printed/embroidered name

3. Black pants/skirts

4. Black shoes and socks

5. MIAA-approved vests

Dress Code for Drivers:

1. White polo shirt with company logo and printed/embroidered name

2. Black pants (No Khakis, Chinos, Maongs and the likes)

3. Undershirt (plain white t-shirt or sando)

4. Black shoes and socks

f. Ensure that all personnel shall wear and display conspicuously at all times their issued MIAA access passes and valid company ID while on duty within the NAIA complex.

g. Ensure that this MC and all other related existing rules and regulations, MIAA policies and programs have been properly explained, disseminated and understood by their employees and strictly complied.

h. Extend cooperation to any duly constituted airport authorities in the conduct of investigations, particularly with regards to any incident directly or indirectly involving transport operations.

i. Allow regular and periodic inspection of their service vehicles, including on-the-spot or random inspection by MIAA-authorized representatives.

j. Ensure the strict implementation of orderly service vehicle lineup and queuing at the loading or dispatching area, and at the staging/parking areas.

k. Ensure that representatives do not resort to passenger solicitation or offer services and loiter outside their respective designated counters or in unauthorized areas.

l. Require all drivers to display the official LTFRB ID with name and cellphone number to be conspicuously displayed inside the vehicle for passenger/s identification and reference.

m. Ensure that each service vehicle used for conveyance is covered at all times with a valid Passenger Accident Insurance Coverage (PAIC), expanded Third Party Liability, Philippine Accident Managers, Inc. (PAMI) issued by the insurance company duly registered and accredited by the Insurance Commission and LTO. A certified true copy of the insurance policy shall be furnished to the BDCMD, MIAA not later than end of January of every year.

n. Require all employee/driver applicants to secure clearance from the office of the AGMSES that same are not included in the stop list (no derogatory or delinquent record)

o. Provide the APD, PCO and Curbside Management Services (CMS) their respective company address, email account, contact number and updated list of employees every first week of the month. Any terminated/resigned employees including replacements should be reported in writing within twenty four (24) hours to APD and CMS for reference.

11. Representatives and Drivers of Transport Service Providers shall:

a. Be courteous, honest and considerate to the passenger/s, the public and Airport/MIAA employees by providing service with abiding concern and high regard for the good name of their Company and of MIAA.

b. Observe utmost impartiality in the acceptance of passengers regardless of sex, nationality, religion or creed, social standing, or destination.

c. Cooperate and extend assistance at all times in order to promote passenger comfort, convenience safety and security.

d. Ensure that they do not resort to passenger solicitation or offer services and loiter outside respective company designated counters or in unauthorized areas.

e. Ensure that receipts are accurate and issued to the passenger and if passenger fails to get the receipt same shall be turned over to the duty Transport Airport Operations Assistant at the Transport Service Counter upon return to the loading area.

f. Wear prescribed airport dress code for employees and drivers as enumerated in paragraph 10-e and valid MIAA access pass and company ID at all times be worn while on duty within the NAIA complex.

g. Ensure that the official LTFRB/MIAA ID with name and cell phone number is displayed in the rear view mirror of the vehicle for passenger/s identification and reference.

h. Ensure that left behind items shall immediately turn over to MIAA Lost and Found Section for safekeeping.

i. Comply with MIAA rules and regulations, traffic rules and regulations and other pertinent laws.

12. MIAA Officials and Personnel:

a. The following are designated to compose the MIAA Transport Board:

Regular Members:

1. Manager, APD-Chairman

2. Manager, BDCMD-Vice Chairman

3. Manager, IAMD

4. Terminal Managers 1, 2, 3, 4

5. Manager, Legal Office

Provisional Members:

6. CMOs Terminal 1, 2, 3, 4

7. MIAA Action Officers

8. Chiefs, Terminal 1, 2, 3, 4 Police Divisions

9. OIC, Landside Police Division

b. The Terminal Manager shall be responsible for the overall implementation of this MC in their respective area of responsibility.

c. The Chief, Curbside Management Service shall be primarily responsible for monitoring the activities of the Transport Service Providers and their personnel/employees and shall maintain a record of each violations.

d. The Manager, IAMD thru ID/PCD shall be responsible for the issuance of access passes to all transport personnel in accordance with Memo Circular No. 14-H, series of 2010, and on the implementation of penalty on cancellation and/or suspension of access pass privileges. Likewise, maintain a data base of all transport personnel for easy monitoring, validation, status of employment and shall hold issuance of access pass if with derogatory record, included in the "Stop List" and delinquent in payment.

e. The Chief, Terminal Police Division shall be primarily responsible in the apprehension of violators of this MC in respective Terminals supported by the enforcement team of the APD.

f. The APD investigators shall be responsible for the investigation of all transport violations and shall maintain all records related to transport matters. A monthly summary report of violations after the investigation shall be submitted to the Terminal Managers copy furnished OIC, Terminal Police Division, MIAA Transport Board and General Manager, MIAA.

g. The Manager, Accounting Division shall be responsible for the issuance of billing statements/instructions on the penalties imposed on Transport Companies based on the approved Summary Investigation Report (SIR) forwarded by APD.

h. The Collection Division shall be responsible for the collection of payments and issuance of official receipts.

i. The General Manager, upon recommendation of the Manager, BDCMD shall be responsible for the approval of accreditation of transport concessionaires and its transport service vehicles and on the cancellation of Transport Concessions Contract/Agreement.

VII. PROHIBITED ACTS AND PENALTIES

13. Prohibited acts pertaining to the transport system at the NAIA complex are classified as Grave, Less Grave and Minor Offenses, to wit:

Grave Offenses:

a. Dishonesty to passengers:

1) Overcharging fee

2) Car Pooling (Double Charging)

3) Presenting fake fare rates (tariff)

4) Deliberate failure or attempt not to turn-over Left behind Items

5) Issuance of falsified Official Receipt

6) Non-issuance of Official Receipt

7) Use of fast tampered meter, old meter seal and/or "batingting"

8) Not flagging down or not turning meter on

9) Shortchanging or not giving the exact change

10) Misrepresentation of transport classification and fare rates (i.e., Coupon as Rent-a-car, Rent-A-Car as Hotel/Travel Agency/Taxi, Rates does not include drivers fee)

11) Deliberate deviation from the usual route, dillydallying or prolonging the route to destination to increase fare rate

b. Contracting of passengers

c. Refusal to convey passengers or trip cutting

d. Driving without driver's license, using fake driver's license or using fake vehicle plate number

e. Without MIAA-issued vehicle sticker or using unauthorized and/or invalid MIAA-issued vehicle stickers

f. Without MIAA access pass

g. Assault on MIAA Officials, employees, passengers and airport users

h. Corruption of Public Official (Bribery) — influencing or offering emoluments to a public official in exchange for a favor

i. Extortion/mulcting/solicitation/asking tip, either cash or in kind

j. Alarm and Scandal

k. Gambling activities either with or without cash involved

l. Possession of illegal firearms and any deadly weapon

m. Under the influence of alcohol, illegal drugs and/or possession or selling of illegal drugs/controlled substance within the NAIA premises

n. Use of the vehicle in the commission of a criminal offense

o. Using falsified MIAA access, or using access pass of another person, or allowing the use of one's access pass or counterfeited access pass (like photocopy/scanned)

p. Using of vehicles with expired, revoked, suspended or without valid certificate of public conveyance

q. Hiring of employees with derogatory records or included in the MIAA Stop list

r. Violations of MIAA Transport Concessions Contract

s. Rowdy or boisterous behavior at the airport premises

t. Solicitation of passengers

Less Grave Offenses:

a. Arrogance and discourtesy in line with the performance of duty in dealing towards MIAA Officials, employees, passengers and airport users

b. Violation on Access Limitation

c. Loading/Unloading or picking-up of passengers at the non-designated or unauthorized queuing or loading areas

d. Failure to secure clearance from the Office of the AGMSES and to submit same to the current Transport Service Provider

Minor Offenses:

a. Improper parking and queuing of vehicles

b. Improper display of MIAA-prescribed access pass

c. Failure to properly display conspicuously a MIAA-prescribed access pass

d. Non-compliance to Airport Dress Code while on duty

e. Loitering

f. Violation of No Smoking Policy

g. Offering use of cell phone for a fee

h. Failure to return unclaimed Official Receipt to the Duty TAOA upon return to the Loading area

i. No display or hiding/covering the display on the taxi meter device

j. Littering and improper decorum at the parking areas or designated areas

14. Commission of any of the foregoing prohibited acts shall be penalized as follows:

GRAVE ACTS	PENALTIES
Violations	Provider	Employee/Driver
1st Offense	Php2,000	Confiscation and cancellation of access pass of concerned employee and driver
(inclusive of VAT)
2nd Offense	Php3,000
(inclusive of VAT)
3rd Offense	Php4,000
(inclusive of VAT)
4th and succeeding Offenses	Php5,000
(inclusive of VAT)

 

 

LESS GRAVE ACTS	PENALTIES
Violations	Provider	Employee/Driver
1st Offense	Php1,000	Confiscation and fifteen (15) days suspension of access pass of concerned driver and employee
(inclusive of VAT)
2nd Offense	Php2,000	Confiscation and thirty (30) days suspension of access pass of concerned driver and employee
(inclusive of VAT)
3rd Offense	Php3,000	Confiscation and sixty (60) days suspension of access pass of concerned driver and employee
(inclusive of VAT)
4th and succeeding Offenses	Php4,000	Confiscation and cancellation of access pass of concerned driver and employee
(inclusive of VAT)

 

MINOR ACTS	PENALTIES
Violations	Provider	Employee/Driver
1st Offense	Warning	Confiscation and One (1) week suspension of access pass of concerned driver and employee
2nd Offense	Php500	Confiscation and fifteen (15) days suspension of access pass of concerned driver and employee
3rd Offense	Php1,000	Confiscation and thirty (30) days suspension of access pass of concerned driver and employee
4th and succeeding Offenses	Php1,500	Confiscation and cancellation of access pass of concerned driver and employee

 

15. In addition, the Transport Service Provider upon accumulation of certain number of violations for each nature of offenses shall have corresponding sanctions. The coverage for the accumulated violations shall be the date of commission of the offense within the calendar year and per classification of transport such as metered, coupon, and rent-a-car.

 

Prohibited Acts	Accumulative and sanctions for the 1st Year	Accumulative and sanctions for the 2nd Year
Total	Sanctions	Total	Sanctions
Grave	20	1 month suspension	10	Termination of Contract
Less Grave	25	15
Minor	30	20

 

16. The following MIAA Officers are authorized to apprehend violators of the prohibited acts:

a. General Manager (GM)

b. Senior Assistant General Manager (SAGM)

c. Assistant General Managers (AGMs) and Terminal Managers (TMs)

d. Duty Manager, Terminal Duty Officers and On-duty MIAA Action Officers

e. Manager, Intelligence & Access Management Department

f. Manager, APD and Division Chiefs

g. Terminal Police Section Chiefs

h. APD Staff Duty Officer

i. APD personnel on duty

j. IAMD personnel on duty

k. Manager, Intelligence Division

l. Manager, ID/Pass Control Division

m. Curbside Management Officers

17. Disposition of violations/offenses shall be conducted without strict recourse to the technical rules of procedure and evidence applicable to judicial proceedings.

a. For violation of prohibited acts which are caught "in flagrante", the Apprehending Officer shall confiscate the MIAA access pass and issue a Violation/Confiscation Receipt to the violator. The confiscated access pass shall be turned over to the ID/PCD.

b. In the event that the respondent/violator has no MIAA access pass the company ID used in violating the provisions of this Memorandum shall be confiscated and issue a confiscation/violation receipt.

c. An incident/apprehension report shall be submitted by the Apprehending Officer to APD Manager with attached Confiscation/Violation Receipt, Photocopy of confiscated MIAA Access pass, Company ID and other pertinent documents for appropriate action.

d. If the violator refuses to sign the confiscation receipt and objects or contests the same, the Apprehending Officer shall record such refusal and recommend for the non-issuance of a daily access pass to the concerned violator in the submitted report.

e. If the complaint is initiated by the offended party either thru CRC complaint form, TEX NAIA, email, written or the like the investigation shall proceed based upon direct or circumstantial evidence or by principle of anonymous complaint. The respondent shall be given a chance to be heard and explain his/her side within a reasonable time either personally or other forms of communication otherwise it will be decided based on the available information.

f. If the complainant cannot be contacted during the conduct of the investigation and the veracity of information cannot be verified, the complaint will be resolved in favor of the respondent.

g. The Summary Investigation Report (SIR) shall be forwarded by the Manager, APD for approval of AGMSES.

h. Once approved, a resolution of the case duly signed by AGMSES shall be furnished to BDCMD, Finance Department, concerned TM, Pass Control Office, Transport Provider and APD Manager.

i. The party adversely affected by the decision may file a Motion for Reconsideration (MR) with the AGMSES within ten (10) days from the receipt thereof. A motion of extension of time to file a MR is not allowed and only one MR shall be entertained. The MR if not acted upon within thirty (30) days without any valid reason, the decision shall be considered approved.

VIII. EXEMPTING PROVISIONS

18. Nothing contain in this circular shall be construed or interpreted as a modification substitution and/or repeal whether express or implied of the laws rules and regulations of the National Government, and/or Local Government Units regulating land transportation services and facilities, such as those impose by the LTO, LTFRB, MMDA Cities of Pasay and Parañaque Traffic Units.

19. This disciplinary action/s and the imposition of the corresponding penalties specified in this circular shall not be hindrance to the imposition of any penalty to the accredited Transport Service Provider, its officers and employees for any violation of the laws, rules and regulations of the National Government and/or Local Government units regulating the conduct of land transportation services and facilities or vice versa.

20. The MIAA management reserves the right to introduce, revoke change or amend any provisions of this MC with proper notice as deemed necessary.

IX. SUPERSEDING CLAUSE

21. All MIAA issuances in conflict with this MC are hereby suspended or modified accordingly.

X. EFFECTIVITY

22. This MC shall take effect immediately after due publication.

(SGD.) EDDIE V. MONREAL

General Manager

Published in The Philippine Star on March 9, 2017.