MACTAN CEBU INTERNATIONAL AIRPORTMACTAN CEBU INTERNATIONAL AIRPORT(Under the Management of MCIAA)(Under the Management of MCIAA)
R. A. 9485, Anti Red Tape Act of 2007R. A. 9485, Anti Red Tape Act of 2007
Republic of the Philippines
Department of Transportation and Communications
MACTANMACTANMACTANMACTAN----CEBU INTERNATIONAL AIRPORT AUTHORITYCEBU INTERNATIONAL AIRPORT AUTHORITYCEBU INTERNATIONAL AIRPORT AUTHORITYCEBU INTERNATIONAL AIRPORT AUTHORITY
Lapu-Lapu City, Cebu PhilippinesTel. No. (+63 32) 340-2486 Telefax No. (+63 32) 340-0228
To enhance transparency and accountability in government
service, the Mactan-Cebu International Airport Authority has crafted its Citizen's Charter in accordance with the
provisions of RA 9485, otherwise known as “Anti-Red Tape
Act of 2007” which will cut red tape and reduce corruption in
government processes. This will form part of the solution to end complaints on laborious, lengthy procedures and to
bring to the fore pleasant, reliable and dependable
engagement with our clients. It furthermore promotes
transparency in Government Operations which reinforces the need for and awareness of
public accountability.
In order to meet the expectations and help sustain the declared State Policy “to promote
integrity, accountability, proper management of public affairs and public property as well
as establish effective practices aimed at the prevention of graft and corruption in
Government.” I hereby cause the publication of a Citizen’s Charter, a quick guide to the
frontline services and provides basic information on the Authority and on some of its exclusive services. I am optimistic that this Citizen’s Charter will pave the way for a
more efficient delivery of services as well as enhance public esteem in our operations at
MCIAA, which we are promoting as a major airport hub in the Asia Pacific Region and an
international gateway to the country’s economic prosperity.
With this Charter comes our earnest desire to change values and attitudes of those in the
public service sector in general.
The theory and logic behind our guidelines and procedures in obtaining our Airport
processes are not all available in this Citizen’s Charter. Our clientele and the general
public are encouraged to call or meet with our responsible officials or visit our website www.mciaa.gov.ph for a deeper and better understanding of our services.
Issued on 30 November 2012 at the Mactan-Cebu International Airport, Lapulapu
City, Philippines.
F O R E W O R DF O R E W O R D
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P R O F I L EP R O F I L E
Mactan-Cebu International Airport Authority (MCIAA) is a
creation of Republic Act 6958 otherwise known as its corporate charter.
The MCIAA is a government-owned and controlled corporation and is
an attached agency of the Department of Transportation and
Communication. RA 6958 was approved on July 31, 1990 but the
Authority started to operate on December 18, 1990.
The corporate powers of the Authority is exercised by and
vested in a Board of eleven members, which is composed of a
Chairman, a Vice Chairman and nine members.
Primary Purpose and Objectives:Primary Purpose and Objectives:Primary Purpose and Objectives:Primary Purpose and Objectives:
The Authority shall principally undertake the economical,
efficient and effective control, management and supervision of the
Mactan (Cebu) International Airport in the Province of Cebu, and other
airports established in the future. Its objectives are:
a. To encourage, promote and develop international and
domestic air traffic in the Central Visayas and Mindanao regions as a
means of making the regions centers of international trade and tourism,
and accelerating the development of the means of transportation and
communications in the country; and
b. To upgrade the services and facilities of the airports and
to formulate internationally acceptable standards of airport
accommodation and service.
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V I S I O NV I S I O NV I S I O NV I S I O NV I S I O NV I S I O NV I S I O NV I S I O N
______________________________________________________________________________________
actanactanactanactanactanactanactanactan –––––––– CebuCebuCebuCebuCebuCebuCebuCebu International Airport Authority (MCIAA)International Airport Authority (MCIAA)International Airport Authority (MCIAA)International Airport Authority (MCIAA)International Airport Authority (MCIAA)International Airport Authority (MCIAA)International Airport Authority (MCIAA)International Airport Authority (MCIAA) is a dynamic is a dynamic
corporate entity operating a major airport hub in the Asia Pacifcorporate entity operating a major airport hub in the Asia Pacific Region ic Region
manned by professionally competent and widely experienced men anmanned by professionally competent and widely experienced men and d
women committed to provide quality and efficient service to its women committed to provide quality and efficient service to its
clients.clients.
M I S S I O NM I S S I O NM I S S I O NM I S S I O NM I S S I O NM I S S I O NM I S S I O NM I S S I O N
____________________________________________________________________________________
We are dedicated to operate an airport using the optimum We are dedicated to operate an airport using the optimum
standards of aviation to ensure safety, security, and comfort ofstandards of aviation to ensure safety, security, and comfort of all airport all airport
users and stakeholders.users and stakeholders.
We are socially responsible organization that cares for people aWe are socially responsible organization that cares for people and nd
environment while promoting tourism and business development.environment while promoting tourism and business development.
We commit to achieve synergy among all stakeholders to build a We commit to achieve synergy among all stakeholders to build a
lasting culture of excellence, service and profitability.lasting culture of excellence, service and profitability.
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FRONTLINERS COMMITMENT TO SERVICEFRONTLINERS COMMITMENT TO SERVICEFRONTLINERS COMMITMENT TO SERVICEFRONTLINERS COMMITMENT TO SERVICEFRONTLINERS COMMITMENT TO SERVICEFRONTLINERS COMMITMENT TO SERVICEFRONTLINERS COMMITMENT TO SERVICEFRONTLINERS COMMITMENT TO SERVICE
We the Frontliners at the Mactan-Cebu International Airport Authority, commit to:
� Provide quality and efficient service to our clients with utmostcourtesy from Mondays to Fridays, 8:00 a.m. to 5:00 p.m. at our offices and from Mondays to Sundays, on a 24/7 basis at our Public Information Assistance Counters;
� Strictly adhere to our service standards and perform our duties in accordance with the values of honesty, integrity and diligence;
� Promptly respond to complaints, comments and suggestions about our services through our Public Information and Assistance Office and take corrective measures;
� Be transparent and provide access to our clients on information regarding our policies, procedures, rules and regulations, fees and charges, activities and services through our website at ( www.mciaa.gov.ph ) and trunklinenumber at tel. no. (032)340-2486
All these we commit,
because YOU deserve no less.
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Please let us know how we have served you by doing any of the
following:
� Accomplish our Passenger Feedback Form and/or
Complaints/Suggestion Form available at the Public Assistance and
Complaints Counters and at the Public Affairs Office and kindly give the
same to the Public Affairs Staff.
� Send your feedback through any of the following:
• https://www.twitter.com/cebuairport
• www.facebook.com/cebuairport
� Talk to the Information Officer at the Public Assistance and Complaints
Counter
If you are not satisfied with our service, your written/verbal complaints
shall immediately be attended by the Information Officer at the Public
Assistance and Complaints Counter.
Thank you for helping us continuously improve our services.
FEEDBACK and REDRESS MECHANISMFEEDBACK and REDRESS MECHANISMFEEDBACK and REDRESS MECHANISMFEEDBACK and REDRESS MECHANISMFEEDBACK and REDRESS MECHANISMFEEDBACK and REDRESS MECHANISMFEEDBACK and REDRESS MECHANISMFEEDBACK and REDRESS MECHANISM
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TABLE OF CONTENTSTABLE OF CONTENTSTABLE OF CONTENTSTABLE OF CONTENTSTABLE OF CONTENTSTABLE OF CONTENTSTABLE OF CONTENTSTABLE OF CONTENTS
Foreword ---------------------------------------------------------------------------------------- i
Profile -------------------------------------------------------------------------------------------- ii
Vision/Mission --------------------------------------------------------------------------------- iii
Frontliners Commitment to Service ------------------------------------------------------ iv
Feedback and Redress Mechanism ----------------------------------------------------- v
PROCESSES:
Application for the On-the-Job Training -------------------------------------------- 1
Installation of Welcome Banners and Streamers -------------------------------- 3
Application for Restricted Area Badge --------------------------------------------- 4
Issuance of Concession Vehicle Permit to Delivery/Cargo
Service Vehicles ------------------------------------------------------------------------- 6
Issuance of Concession Permit for Transportation Concessions ----------- 7
Response to Queries/Concerns/Information/ Directions/
Complaints/Suggestions – Walk – in ----------------------------------------------- 9
FORMS:
Waiver ------------------------------------------------------------------------------------- 10
Affidavit of Waiver ----------------------------------------------------------------------- 11
Endorsement Form --------------------------------------------------------------------- 12
OJT Completion Form ----------------------------------------------------------------- 13
Order of Payment - --------------------------------------------------------------------- 14
Vehicle Inspection Report Form ---------------------------------------------------- 15
Vehicle / Concession Permit --------------------------------------------------------- 16
Official Receipt -------------------------------------------------------------------------- 17
Vehicle Sticker -------------------------------------------------------------------------- 18
Complaint/Suggestion Form --------------------------------------------------------- 19
Passenger Feedback Form ---------------------------------------------------------- 20
Lost & Found Items Form ------------------------------------------------------------ 21
APPLICATION FOR ON-THE-JOB TRAINING
Schedule of Availability of Service:Monday – Friday8:00 a.m. - 5:00 p.m. without noon break
Who May Avail of the Service:Students endorsed by their respective schools to undergo an On-the-Job Training
What are the Requirements:1. School Endorsement2. Application Letter and Resume’3. 2 pcs 1x1 ID picture4. MCIAA Safety and Security Orientation5. Organization Safety and Security Orientation
Duration: One (1) hour and thirty-five (35) minutes
How to Avail of the Service:APPLICANT/ SERVICE PERSON
STEP CLIENT PROVIDER IN CHARGE FEES FORM
1 Fi les appl ication
letter to GM’s
Offi ce
Receives the
appl ication letter and
endorses to HRMD
5 minutes GM’s Offi ce
in-charge
2 Submits school
endorsement and
resume’ to HRMD
Receives/reviews
documents submitted
2 minutes HRMD/Admin
s taff in-
charge
3 Accompl i shes
waiver form
Advices appl i cant to
have the accompl i shed
waiver form to be
notari zed at Lega l
Offi ce or any other
notary fi rm, after which,
form to be submitted
back to HRMD.
2 minutes HRMD/Admin
s taff in-
charge
Waiver Form
4 Accompl i shes the
Persona l His tory
Statement form for
ID purposes
Prepares endorsement
of appl icant to
Intel l igence & ID/Pass
Control Divis ion for
is suance of OJT
temporary pass
5 minutes HRMD/Admin
s taff in-
charge
Persona l
His tory
Statement
Form
Signs the endorsement 2 minutes OIC, Admin.
Dept.
Endorsement
5 Goes to ID/Pass
Control Divi s ion
for the i s suance of
the temporary
pass
Issues Temporary Pass
duly s igned by ID/Pass
Control Divis ion
Manager or hi s
authori zed
representative
5 minutes ID/Pass
Control
Divi s ion In-
Charge
Persona l
His tory
Statement
Form
6 Presents
temporary pass to
HRMD
Schedules OJT
Orientation
1 minute HRMD/Admin
s taff in-
charge
DURATION OF
ACTIVITY
STAGE 1 : Evaluation of Application
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7 Attends
Orientation
Conducts
Organization’s Sa fety
and Securi ty
Orientation
1 hour HRMD/Admin
s taff in-
charge, and
Safety and
Securi ty
Officer
Attendance
Sheet
8 Prepares
endorsement of
appl i cant to the
Department/Divis ion/
Offi ce he/s he wi l l be
as s igned
3 minutes HRMD/Admin
s taff in-
charge
Endorsement
Signs the
endorsement
2 minutes OIC, Admin.
Dept.
Department/
Divi s ion In-
Charge
10 Goes to HRMD
after the number
of hours needed
for OJT is
complete
Prepares Certi fi ca te of
Completion bas ed on
the endors ement from
the
Department/Divis ion/
Offi ce the OJT was
as s igned
3 minutes HRMD/Admin
s taff in-
charge
Certi fi cate of
Completion
Signs the Certi fi cation 2 minutes OIC, Admin.
Dept.
END OF TRANSACTION
Endorsement
STAGE 2 : Processing of Certificate of Completion
9 Reports for Duty Receives
endorsement and
orients appl icant on
the tasks of the
Department/Divis ion
3 minutes
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INSTALLATION OF WELCOME BANNERS/STREAMERS
Schedule of Availability of Service:Monday to Friday 8:00 a.m. – 5:00 p.m. without noon break
Who May Avail of the Service:1. Government Agencies2. Private Companies / Individuals
What are the Requirements:1. Letter Request2. Payment of Fees and Charges
Duration: Thirty Five (35) minutes
How to avail the service :
APPLICANT/ SERVICE PERSON
STEP CLIENT PROVIDER IN FEES FORM
CHARGE
1 Submits letter
request to GM’s
Office
Receives/reviews letter
request and forward to
PAO
5 minutes GM’s Office
in-charge
Forwards the letter
request to BDCD
Checks for available
schedule of
installation
Advices requesting
party to go to BDCD for
their streamer
inspection and
stamping
Inspects and stamps
streamer
Issues Order of
Payment
Refers the client to the
Collection Cashier
4 Proceed to
Collection Cashier
for payment
Issues Official Receipt 5 minutes Collection
Cashier
Php
134.40/day/
s treamer
Order of
Payment
Form
5 Installs Welcome
Banner/Streamer
Assists during the
installation of
Welcome
Banner/Streamer
15 minutes PAO staff in-
charge
DURATION OF
ACTIVITY
2 5 minutes
END OF TRANSACTION
PAO staff in-
charge
3 Brings the
streamer/banner
to BDCD
5 minutes BDCD staff in-
charge
Order of
Payment
Form
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APPLICATION FOR RESTRICTED AREA BADGE (RAB)
Schedule of Availability of Service: Monday to Friday8:00 a.m. – 5:00 p.m. without noon break
Who May Avail of the Service:1. Government Agencies Operating in the Airpor2. Regular Concessionaires3. Airline Concessionaires 4. Non-Government Personnel Transacting at the Airport
What are the Requirements:1. Letter Request duly endorsed by the head of office of his/ her authorized representative2. Security Clearance: PFD Clearance/Barangay Clearance/PNP Clearance/NBI Clearance3. Payment of Fees and Charges
Duration: Thirty four (24) minutes
How to avail the service:
APPLICANT/ SERVICE PERSON
STEP CLIENT PROVIDER IN FEES FORM
CHARGE
1 Submits written
request, duly
endorsed by head
of office or
his/her authorized
representative to
GM’s Office
Receives letter request
and forwards to IIPCD
documents duly
approved by the GM
5 minutes GM’s Office-
in-charge
2 Receives/reviews letter
request from GM’s
Office
2 minutes ID/Pass
Control staff-
in-charge
3 Submits the
Accomplished
Personal History
Statement (PHS)
and other
pertinent Security
Requirements
Interviews client
primarily based on the
information given in
the PHS
2 minutes ID/Pass staff
in-charge
Personal
History
Statement
(PHS)
Records RAB Control
Number in the Control
Logbook
Takes picture of
applicant
Lets cl ient sign over
his/her printed name
Issues Order of
Payment
Refers cl ient to proceed
to Collection Cashier
DURATION
OF ACTIVITY
4 10 minutes ID/Pass staff
in-charge
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5 Proceeds to
Collection
Cashier for
payment
Issues Official Receipt 5 minutes Collection
Cashier
Php 300.00 Order of
Payment
Form
6 Waits for
releasing of RAB
at ID/Pass Control
Division
Laminates and
conducts initial
briefings and releases
RAB to cl ient
10 minutes ID/Pass staff
in-charge
END OF TRANSACTION
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ISSUANCE OF CONCESSION VEHICLE PERMIT TO DELIVERY/C ARGO SERVICE VEHICLES
Schedule of Availability of Service :Monday to Friday8:00 a.m. – 5:00 p.m. without noon break
Who May Avail of the Service :1. Concessionaires2. Cargo Forwarders3. Other Entities Transacting Service Business at the MCIA Cargo Area 4. Suppliers of Concessionaires
Requirements :1. Photocopies of the following:
a. Official Receipt (O.R.)b. Certificate of Registration (C.R.)c. Business Permit
2. Company Tax Identification Number (TIN)3. Payment of Fees and Charges
Duration : Sixteen (16) minutes
How to avail the service:APPLICANT/ SERVICE PERSON
STEP CLIENT PROVIDER IN FEES FORM
CHARGE
Receives and evalua tes
submitted documents
Encodes appl icants
data to the Concess ion
and Lessee System
Approves and i ssues
computer generated
Conces s ion Permit duly
Signed/Approved by
BDCD Manager
Issues Order of
Payment
Refers cl ient to
Col lection Cashier
Issues Vehicle Sticker
No.
3 Proceeds to ID and
Pass Control
Divis ion Office
Presents OR &
Sticker Control
Number
Issues Sticker 3 minutes ID and Pas s
Control
Divis ion Office
Staff In Charge
Vehicle Sti cker
1 Bus iness Devt
& Concess ion
Div. (BDCD)
s taff in cha rge
Collection
Division Staff
In Charge
P 3,321.92
inclusive
of taxes
Official Receipt
Computer
generated
Concess ion
Permit with the
Order of Pa yment
duly
s igned/approved
by BDCD Manager
2 Proceeds to
Collection
Division
Issues Official Receipt 3 minutes
DURATION OF
ACTIVITY
Submits
Documentary
Requirements and
Relevant
Information to
BDCD
10 minutes
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ISSUANCE OF CONCESSION PERMIT FOR TRANSPORTATION CO NCESSIONS
Schedule of Availability of Service :Monday to Friday 8:00 a.m. – 5:00 p.m. without noon break
Who May Avail of the Service :1. Hotels2. Transportation Companies3. Travel & Tour Agencies/Companies4. Language Schools and Dive Shops
Requirements :1. Photocopies of the following :
a. Official Receipt (O.R.)b. Certificate of Registration (C.R.) bearing the name of the applicant/companyc. LTFRB Franchise (Tourist)d. DTI/SEC Registration and Business Permit
Note :All original documents must be presented for authentication purposes
2. Notarized Deed of Undertaking3. Certification and Accreditation from the Department of Tourism (DOT) for Hotel and Travel Agencies
Note : For Language Schools and Dive Shops, DOT Accreditation and Certification are not required
4. Payment of Fees and Charges
Duration : Thirty Six (36) Minutes
How to Avail of the Service:
APPLICANT/ SERVICE PERSON
STEP CLIENT PROVIDER IN FEES FORM
CHARGE
1 Submits
Documentary
Requirements and
Relevant
Information to
BDCD
Receives and evaluates
submitted documents
and issues inspection
form
10 minutes Business Devt
& Concession
Div. (BDCD)
staff in
charge
Inspection
form
2 Proceeds to
MCIAA Vehicle
Inspection
Committee (MVIC)
Inspects vehicles as to
Authenticity of
Documents and
Worthiness of Vehicle
Unit
8 minutes PFD/HETD/ID/
Pass staff in-
charge
Encodes applicants
data to the Concession
and Lessee System
(CALS)
Issues Vehicle Sticker
Control No. duly
approved / signed by
BDCD Manager
Issues Order of
Payment
Refers cl ient to
Collection Cashier
DURATION OF
ACTIVITY
Computer
Generated
Concession
Permit and
Order of
Payment
3 Proceeds to BDCD 10 minutes BDCD staff in-
charge
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Van - P 5,180.00
Car – P 5,124.00
inclus i ve of
taxes
5 Proceeds to ID &
Pass Control
Division and
presents Official
Receipt & Sticker
Control No.
Issues Sticker 5 minutes ID/Pass staff
in-charge
Vehicle
Sticker
Collection
Cashier
Official
Receipt
END OF TRANSACTION
4 Proceeds to
Collection Cashier
Issues Official Receipt 3 minutes
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RESPONSE TO QUERIES/CONCERNS/INFORMATION/ DIRECTIONS/ COMPLAINTS/ SUGGESTIONS – WALK-IN
Schedule of Availability of Service :Monday to Friday5:00 a.m. – 9:00 p.m. without noon break
Who May Avail of the Service :1. Departing/Arriving Passengers2. Meet/Send Off Party3. Well Wishers4. Concessionaires
Requirements :None
Duration : Ten (10) minutes
How to Avail the Service:
APPLICANT/ SERVICE PERSON
STEP CLIENT PROVIDER IN FEES FORM
CHARGE
Provides reply to
simple queries
Form 1-
Passenger
Feedback
Form
Form 2 - Lost
and Found
Form
Form 3 -
Complaints/
Suggestions
Form
PAO staff in
charge at the
Public
Assistance
and
Complaints
Counter
DURATION
OF ACTIVITY
1 Goes to the
Information
Counter
10 minutes
For complex
queries/concerns,
requests client to
fi l l-out Passenger
Feedback Form
and Advises
him/her that the
matter will be
referred to the
appropriate office
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WAIVER
I, _________________________, Filipino, of legal age and student of ________________________________________;
1. That I hereby binds myself not to hold MACTAN CEBU INTERNATIONAL AIRPORT AUTHORITY and its officer from any liability for such injury or damage that I might suffer resulting from any accident which occur during the period of my aforementioned training;
2. That further hereby voluntarily renounce and waive my rights to demand any monetary consideration granted under and during the said training;
3. That this Affidavit is hereby executed to establish the foregoing facts and for whatever legal purpose this may serve.
IN WITNESS WHEREOF, I have hereunto set my hand this _____ day of ______________, 2011 at _______________________, Philippines.
_____________________OJT
SUBSCRIBED AND SWORN TO BEFORE ME this _____ day of ______________ 2011 at _________________________, Philippines.
Notary Public
E X A M P L E F O R M SE X A M P L E F O R M S
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Republic of the Philippines)City of ) S.S.
AFFIDAVIT OF WAIVER
We, _________________, ____________________, ___________________, ______________________, ___________________, _____________________, _________________________, _____________________, and ______________________, Filipinos, of legal ages and students of ________________________;
1. That we hereby bind ourselves not to hold MCIAA and its officer from any liability for such injury or damage that we might suffer resulting from any accident which occur during the period of our aforementioned training;
2. That further hereby voluntarily renounce and waive our rights to demand any monetary consideration granted under and during the said training;
3. That this Affidavit is hereby executed to establish the foregoing facts and for whatever legal purpose this may serve.
IN WITNESS WHEREOF, we have hereunto set our hands this _____ day of ______________, 2004 at _______________________, Philippines.
SUBSCRIBED AND SWORN TO BEFORE ME this _____ day of ______________ 2003 at _________________________, Philippines.
Notary Public
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Republic of the PhilippinesDepartment of Transportation and Communications
MACTAN-CEBU INTERNATIONAL AIRPORT AUTHORITYLapu-Lapu City, Cebu Philippines
Tel. No. (+63 32) 340-2486 Telefax No. (+63 32) 340-0228
EndorsementDate
Respectfully endorsed to ___________________________________________,
_________________________________, __________________________________________ of
________________________________________________________________.
He will undergo on-the-job training in MCIAA starting ____________________ until the ___________ hours requirement of his school will be completed.
It is understood that after the duration of his training, the same will be endorsed to HRMD for issuance of certification of OJT.
Thank you.
JOSE ROLAND Q. PINOOIC, HRMD
Name of Dept/Division Head
Name of Dept/Division Name of Student
Name of School
Start Date# of hours
Republic of the PhilippinesDepartment of Transportation and Communications
MACTAN-CEBU INTERNATIONAL AIRPORT AUTHORITYLapu-Lapu City, Cebu Philippines
Tel. No. (+63 32) 340-2486 Telefax No. (+63 32) 340-0228
Date__________________
TO : VERONICA S. ORDOÑEZOIC, Administrative Department
FROM: _____________________________Dept. / Division Head
RE : OJT Completion
___________________________________________________________________________________
Respectfully submitting herewith to your office the punch cards and details of the OJT’s assigned at Corporate Planning Division of the Mactan-Cebu Inter national Airport Authority (MCIAA) , to wit;
Name of School : _______________________________________Course : _______________________________________
Date Date No. of hoursName Started Completed
Rendered Evaluation==============================================================================
_____________________________Dept. / Division Head
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