The Department of Transportation (DOTr), through its attached agencies, has recently opened Malasakit Help Desks (MHDs), a one-stop shop for passenger assistance in airports, seaports, train stations, and land terminals. It serves as a convenient and accessible nexus for various government services in public transport.
As an integrated assistance center, the DOTr Malasakit Help Desk can receive or handle airport/seaport/terminal-related inquiries and complaints, provide road-related assistance (example: booking TNVS/taxi rides), facilitate the refund of terminal fees, provide attestation of cause of trip cancellation or delays, deliver emergency medical assistance, accept reports of possible security threats, and extend other forms of assistance to passengers or commuters.
DOTr Secretary Arthur Tugade explains how the Filipino word ‘malasakit’ captures the essence of compassionate public assistance the DOTr wants to deliver to Filipinos.
“Malasakit means “concern” or “care” beyond duty or requirement. For the DOTr, it means going over and beyond the basic services a transportation hub is established for. At our Malasakit Help Desks in airport terminals, for example, you can inquire about road-related services, or connectivity with other local airports. This kind of public assistance – the kind that takes the extra mile – truly springs from the spirit of ‘malasakit’ to our fellow Filipinos and our visitors,” explained Tugade.
At present, the Manila International Airport Authority (MIAA) has established MHDs in all four NAIA terminals. Meanwhile, the Civil Aeronautics Board (CAB) has set up 28 MHDs in other commercial airports in the country.