Security personnel at Ninoy Aquino International Airport (NAIA) have been instructed to stop handling passengers’ passports during terminal entry and screening procedures, following reports that damaged travel documents have allegedly caused some travelers to miss their flights.

“To better protect your travel documents and reduce unnecessary contact, all NAIA security personnel have been instructed not to touch passports during terminal entry and security verification,” NAIA said in a statement released Tuesday. “Passengers will simply be asked to show their valid ID or travel document by holding it up themselves.”

The directive was prompted by a viral social media post from a passenger claiming that her elderly father was barred from boarding a Cebu Pacific flight to Bali, Indonesia, on 15 April. Airline personnel reportedly noticed a small tear on the personal information page of the man's passport.

Although the incident occurred at an airline check-in counter at Terminal 3, and not during security screening, NAIA clarified that there had been no reports of mishandling involving its security personnel. Still, the new protocol is being implemented as a preventive measure to avoid similar disputes.

“We are working closely with our airline partners, the Department of Transportation (DOTr), and the Bureau of Immigration (BI) to strengthen procedures and make sure incidents like this do not happen again,” NAIA said.

The Department of Transportation and the Civil Aeronautics Board have also launched an investigation into complaints that some travelers were refused boarding due to passport defects.

NAIA emphasized that while airport security officers typically inspect passports and boarding passes at terminal entry points, the revised procedure seeks to eliminate unnecessary handling to both protect documents and enhance passenger experience.

“As the airport operator, and in the spirit of teamwork with all stakeholders, we continue to take proactive measures to ensure the safety and security of all passengers,” the NNIC said.