Incoming DOT Undersecretary laments poor service from a customer service crew in a viral post

Those manning the check in counters should always bear in mind that they are considered the front liners of their airline company. A passenger’s experience could be pleasant or bad depending on the front liner’s treatment.

That’s how the incoming Department of Tourism undersecretary opened her post today to decry the poor service the airline’s supposedly front line staff accorded to her as she was checking in to fly somewhere out of Manila.

Ms. Kat de Castro, the newly-appointed undersecretary of DOT continued the narration of her recent airport woe in a Facebook post and wrote:

An hour ago, I had to endure waiting in front of a check in counter as a lady mindlessly chatted away with her co-workers about having to wake up early for her shift.

Nonplussed, the female passenger customer service crew tried her best to extricate herself out of an embarrassing moment by acting as if nothing happened with this dialogue and quote:

Di ba ikaw yung lumalabas sa TV?!

Ms. Kat de Castro, the incoming DOT undersecretary could only murmur to herself and quote:

Teh, hindi ako si Sadako.

She ended her post with a reasonable demand from the airline and read:

Hay. Hopefully airlines will always train their people with proper passenger/customer service on a weekly or monthly basis.

Let us read how netizens react on Kat de Castro’s post.

Lars Agatep-Barria wrote:

Totally agree with you. Sometimes we get lucky and get someone with a pleasant personality but usually i just wanna get my markers and draw a happy face on them.

Jinkee Adriano Alivio wrote:

that’s it! you said it ms Kat! customer service is what lacks in most of our “service-oriented” jobs in our country.

Jeferson Aquino wrote:

Tumpak. Standard customer service dapat.

Jimboy Garcia wrote:

hmmm… ngayon po incoming DOT undersec kana alam ko pong isa yan sa irerekomenda niyong isaayos mam kat para yung mga tourista pagtapak palang sa airport natin ay maimpress na agad sila… gudluck po and more power…

What are your thoughts on this? Please comment below if you have similar experience with Ms. De Castro.

Source: Kat de Castro


  1. Sam Villanueva June 25, 2016
  2. Rosario Lejarzo June 25, 2016
  3. samuel lasay June 25, 2016
  4. Felix June 25, 2016
  5. Josefino Ortigoza June 25, 2016
  6. Rolina nollen June 25, 2016
  7. Sam Villanueva June 25, 2016
  8. Helix June 26, 2016
  9. Tom June 26, 2016

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