AirAsia, DOT take Filipino brand of service excellence to next level

In an effort to elevate the Filipino brand of service excellence and augment it with the airline's world-class brand of service, AirAsia Philippines announced on Monday its collaboration with the Department of Tourism.

AirAsia Phl is the first airline in the country to collaborate with the DOT under the special program to strengthen the 7 Ms of core Filipino values: Malikhain (creative), Makatao (humane), Makakalikasan (nature lover), Makabansa (nationalistic), Masayahin (happy), May bayanihan (helping each other), and May pag-asa (full of hope).

"While we continue to level up our digital customer experience, we still see to it that we provide the best person-to-person customer service. This activity is also an important refresher as we expect more guests to head to the airport for the holidays," AirAsia Phl CEO Ricky Isla shared.

Accolades such as "Asia's Leading Low-Cost Airline" from the recent World Travel Awards and "World's Best Low-Cost Airline" for the 14th consecutive year from Skytrax are testament to AirAsia's commitment to delivering the highest quality of service to its guests. While the way industries handle their customers might have changed, Isla explains that incorporating the 7 Ms into AirAsia's front-facing daily operations will make a big difference, as it will make local and foreign guests feel more welcome and will eventually fuel their desire to travel more.

DOT-NCR Director Sharlene Zabala-Batin said that they are proud to have AirAsia Phl as their first airline partner for the FBSE program. They are so happy to include the airline Allstars in the growing family of FBSE experts. This training is important and relevant to the work that they do and will greatly impact the AirAsia ecosystem.

In addition to the FBSE initiative, AirAsia Phl and the DOT exchanged best practices to improve the airline's customer response via the GUEST technique and the heart of service recovery.

AirAsia Phl is also reminding its guests to allot at least three to four hours before their flight schedule to facilitate the smooth processing of check-in procedures. Guests are also advised to regularly check their mobile phones and e-mail or visit the AirAsia Superapp, the AirAsia website, and AirAsia social media channels for the latest travel advisories.