PLDT Bags PAL Reservations

April 23, 2010

Telecom giant Philippine Long Distance Telephone company (PLDT) subsidiary ePLDT Ventus, has won the bid to provide reservations and call center service requirements of Philippine Airlines (PAL) which the airline earlier announced to be outsourced as part of the company’s restructuring and cost-cutting, program.

PAL president Jaime Bautista and ePLDT Ventus president Maulik Parekh signed the agreement yesterday. The contracts key feature is the provision for ePLDT Ventus to extend job offers to all affected employees of PAL’s reservations sales units in Manila and Cebu, and Mabuhay Miles Center, which will be phased out on June 1, 2010. Affected staff of PAL’s reservations sales and Mabuhay Miles Center will be given first priority in filling the approximately 600 agent positions at ePLDT Ventus.

The agreement calls for ePLDT Ventus to provide a dedicated team of call-center agents on a 24-hours-a-day, seven-days-a-week basis to service the broad range of PAL’s requirements.

These functions include reservations and ticketing, including schedule and fare inquiries, flight booking, change or cancellation of booking, issuance of tickets, and advance seat reservation; general inquiries, including flight arrival and departure information, inquiries about routes and destinations, documentation requirements, and journey-related information; and tour bookings, including inquiries and booking of the Swingaround and PALakbayan tour products.

Also outsourced to Ventus are the following functions: Mabuhay Miles services, including program information and member benefits, membership inquiries, profile updates, account status, award flight booking and ticketing; disruption handling, including notification of passengers in cases of flight schedule changes; fulfillment, including back-office services; and special services, including coordination of group bookings, arrangement of special passenger handling (medical cases, special meal requests, etc.), and email handling.

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