NNIC: Setting the record straight on alleged luggage pilferage at Naia Terminal 3

We are writing to provide additional context regarding the alleged incident of luggage pilferage involving a passenger of Cathay Pacific flight CX 901 at Naia Terminal 3, as mentioned in Mr. Ambeth Ocampo’s article, “Naia woes,” published on Jan. 15, 2025.

To give a clearer picture, the passenger flew from Madrid to Hong Kong on Cathay Pacific flight CX 372 on Dec. 17, connecting to flight CX 901 to Manila on Dec. 18. Upon arrival in Manila, she reported that her baggage arrived late and was unlocked. Later, at home, she claimed that some items were missing and found others that did not belong to her in the bag.

On Dec. 26, the passenger shared her personal account of the incident with the New Naia Infra Corp. (NNIC). In response, we conducted a thorough review of the baggage handling process at Naia and coordinated with Cathay Pacific to conduct a parallel investigation.

As part of our review, we examined CCTV footage, capturing the entire process—from unloading the luggage from the aircraft to its placement on the baggage carousel. The footage confirmed that all procedures were properly followed, security protocols were strictly enforced, and no irregularities or unauthorized access occurred.

The timeline of operations further supports these findings. The aircraft landed at 11:20 a.m., the first bag reached Carousel 4 by 11:45 a.m., and all 320 pieces of luggage—transported in 17 unit load devices (ULDs)—were delivered by 12:17 p.m. The entire process was closely supervised by Cathay Pacific security and NNIC personnel, making it highly unlikely that pilferage occurred during baggage handling at Naia.

Naia has strong security measures to protect luggage, including close monitoring by airline and airport personnel as well as strict anti-tampering protocols. Staff are also prohibited from carrying personal items like bags or phones in ramp areas and must wear uniforms without pockets to minimize opportunities for misconduct and prevent unnecessary suspicion.

Given these, it would be extremely difficult for anyone to tamper with or steal items from a secured ULD within the limited time between the aircraft’s arrival and the baggage being placed on the carousel.

Cathay Pacific, for its part, has taken steps to address the passenger’s concerns. The airline facilitated the passenger’s review of the CCTV footage, which confirmed that no pilferage occurred during luggage unloading in Manila. Cathay’s security team also assisted the passenger in filing a formal report with the Airport Police Department.

Based on the absence of irregularities in Manila and the close monitoring of the process by both airline and airport personnel, the evidence suggests that the tampering likely occurred before the luggage arrived in the Philippines. The case is now under investigation in Madrid, where the passenger first departed. While Cathay Pacific was unable to access CCTV footage in Hong Kong due to local restrictions, its Customer Care Team continues to review all submitted documents and remains in contact with the passenger.

We would also like to take this opportunity to address references in the article to deficiencies at Naia, such as the lack of inter-terminal shuttle buses, inadequate baggage carts, and disorganized transport services.

Since assuming the management of Naia in September 2024, NNIC has introduced operational improvements to enhance passenger experience. These include a new fleet of vehicles to provide efficient inter-terminal transfers, eliminating the need for private arrangements. We have also deployed 2,500 new baggage trolleys across terminals, ensuring passengers have access to reliable equipment. To improve connectivity and address long-standing issues with transport services, we established a dedicated transport hub and implemented a more efficient system for metered taxis, providing passengers with safer and more reliable options.

These are not “praise releases,” but tangible improvements that passengers can already experience.

We understand that opinions may vary, but we hope this provides a clearer understanding of the situation. Transforming Naia is no small task, but thanks to the dedication of our 3,500-strong direct and indirect NNIC workforce and the support of our stakeholders, we have made meaningful progress in just a few months. While there is still much to be done, we remain fully committed to delivering even greater improvements in the months ahead. Thank you.

ANGELITO ALVAREZ
general manager,
New Naia Infra Corp.