The Overseas Workers Welfare Administration (OWWA) has clarified guidelines on the use of OFW Lounges at Ninoy Aquino International Airport for returning overseas Filipino workers (OFWs) with connecting flights.

"In relation to the experience shared regarding the OFW Lounge at NAIA Terminal 3, we sincerely apologize for the exhaustion and emotional distress it caused our fellow Filipino upon their return home," OWWA said in a statement.

OWWA Administrator Patricia Yvonne Caunan, together with the OWWA management, personally visited the OFW Lounge at NAIA Terminal 3 to check the actual operations, listen to the OFWs, speak with frontline personnel, and ensure that clarifications and improvements will be implemented clearly and smoothly.

OWWA has clarified the following guidelines:

• A returning OFW arriving from an international flight with a confirmed domestic connecting flight within 24 hours of their actual international arrival may use the OFW Lounge.

• A maximum of six hours per lounge visit will remain to ensure fair access and provide more OFWs the opportunity to use it.

• The 24-hour period is the basis for eligibility and does not mean a continuous 24-hour stay in the lounge.

• An extension may be considered based on available capacity and verified special circumstances, such as medical needs, senior citizen status, disability, and other situations requiring additional assistance.

Every day, an estimated 4,000 to 6,000 OFWs depart from NAIA. Meanwhile, the seating capacity of the OFW Lounge is limited to 216 at Terminal 3 and 140 at Terminal 1. The six-hour limit is important to allow more OFWs to maximize the use of the facility, especially those whose flight times are approaching.

OWWA also has an online, real-time OFW Lounge Management and Monitoring System to track the number of users and the available seating capacity in each lounge.

Before entering, OFWs will also see on the display outside how many slots are still available. Through this, the actual situation in the facility is immediately known, overcrowding is avoided, and the use of the lounge is better managed.

When the lounge is full, OWWA personnel will implement an orderly waiting or queuing system. The current occupancy, expected waiting time, and available assistance will also be clearly communicated to the OFWs.

OWWA also reminded all frontline personnel on the correct implementation of the clarified guidelines.

Beyond compliance with rules, frontline personnel are expected to treat every OFW with understanding, utmost patience, respect, and compassion, especially those who are exhausted from long travels or have special needs.

They will continue to be trained, guided, and provided with regular feedback to ensure consistent, calm, and organized service.

The OWWA officer on duty is also on standby to provide immediate clarification and help with any concern or situation requiring further assistance.