The Overseas Workers Welfare Administration has issued guidelines clarifying that returning overseas Filipino workers with domestic connecting flights may use its airport lounges, days after a vlogger’s account of being nearly turned away at Ninoy Aquino International Airport Terminal 3 drew attention online.
In a statement, OWWA apologized for the exhaustion and distress the experience added to the traveler’s homecoming, saying every complaint is a chance to review its policies and improve service. The agency did not name the OFW involved.
Under the clarified rules, a returning worker who arrives on an international flight and holds a confirmed domestic connecting flight within 24 hours of actual international arrival may use the OFW Lounge. OWWA stressed that the 24-hour window is the basis for eligibility and does not mean a continuous 24-hour stay. The maximum stay per visit remains six hours to keep access fair and allow more workers to use the facility.
The agency said extensions may be considered based on available capacity and verified special circumstances such as medical needs, senior citizen status, disability, or other situations requiring additional assistance.
OWWA Administrator Patricia Yvonne Caunan personally visited the Terminal 3 lounge with agency management to observe operations, speak with OFWs and frontline personnel, and ensure the clarified guidelines are carried out properly.
The agency reiterated the constraints behind the policy: an estimated 4,000 to 6,000 OFWs depart NAIA daily, while the Terminal 3 lounge seats 216 and the Terminal 1 lounge 140. It said the six-hour limit is meant to let more workers benefit from the facility, particularly those whose flights are near.
OWWA said it operates an online, real-time OFW Lounge Management and Monitoring System that tracks the number of users and available seats at each lounge, with a display outside showing remaining slots before workers enter. When a lounge is full, personnel will implement an orderly queuing system and inform OFWs of current occupancy, expected waiting time, and available assistance.
The agency said it reminded frontline staff to apply the guidelines correctly and to treat every worker with understanding, patience, respect, and care, especially those tired from long journeys or with special needs. It added that staff will continue to receive training, guidance, and regular feedback, with an officer on duty available to address concerns on the spot.
OWWA also said it would coordinate with New NAIA Infra Corp. to study steps for improving operations and addressing the lounges’ limited capacity.
The agency appealed for mutual respect and understanding, urging the public to avoid passing personal judgment on both the OFW who shared her experience and the frontline personnel who continue to serve. It said feedback, policy clarification, and service improvement can be pursued without hurting or belittling anyone.
OWWA directed OFWs needing feedback or assistance to its hotline 1348 or the email owwacares@owwa.gov.ph.
