THE MRT-3 management has apologized to a passenger whose laptop was damaged while being scanned by its x-ray machine. But the agency said it will not pay for losses or damages incurred by the commuter.

“The signage also reminds passengers that MRT-3 will not be liable for any baggage losses or damages incurred while the x-ray scanner is in operation and also while the passenger is inside MRT-3 premises,” says the public apology posted on Facebook.

On Monday, March 20, MRT-3 commuter Allana Columbres posted her ordeal on Twitter, detailing how her laptop, which her OFW father bought for her birthday, got damaged while it was inside MRT Taft’s x-ray scanning machine.

According to the commuter, she laid her bag flat on the conveyor belt to protect her laptop, but the passenger next to her “forcibly” pushed his bag, causing hers to be re-aligned vertically.

“[…] When it was my turn to put my bag inside the scanner after long minutes of queuing, I made sure to lay it flat. Then, the guy behind me forcefully pushed his bag inside the scanner which caused my backpack to be pushed vertically upright,” she wrote.

She also noted that there are no available plastic trays that are supposedly used to separate the gadgets and be safely scanned in the machine.

Because of this, her bag got stuck inside the machine, causing it to break with a loud snap.

Columbares said that the security personnel present during the incident did not push the emergency stop button nor helped her. She claimed that the guards in the train station ignored her and avoided her gaze.

“The guards just watched, no emergency protocol whatsoever. They just watched as I struggled to reach for my bag,” she continued.

“We all know that the scanner has an emergency stop button pero hindi ko pa rin talaga maintindihan kung bakit hindi nila pinindot yun kahit hindi na umaandar yung conveyor belt,” Columbres added.

https://twitter.com/allanamarieco/status/1637490788614524931?s=20

The management, however, refuted the passenger’s narrative on how the incident transpired, debunking claims that there is an absence of plastic trays for gadgets like laptops near the x-ray scanning machine.

In its version of the story posted on Facebook, the MRT-3 management said that based on the CCTV footage, Columbres bag was already in an “upright position when she placed it on the conveyor belt.” 

More so, the assigned machine operator has immediately stopped the machine when the jam was registered in the monitor.

“There was also an adequate space between her bag and that of the passenger who was next in line to her,” MRT said in the statement.

The train management also argued that there is a tarpaulin signage on both the Northbound and Southbound entries of MRT-3 stations that reminds commuters about the train’s policy about damages and loss incurred inside the premises.

Additionally, MRT-3 also said that Columbres did not inform the guard about her laptop since it is the train’s policy that “electronic gadgets such as laptops, tablets, and iPads, is to have the passenger put them in a separate tray before the tray is placed on the conveyor belt for scanning.”

But the commuter’s electronic gadget was not placed inside the tray before it was put in the conveyor belt. These trays are said to be found in a pile beside the actual machine.

Nonetheless, the MRT-3 administration has reached out to Columbres and apologized for her unfortunate experience.

It also apologized for its staff lack of compassion towards her. 

“It is MRT-3’s policy for the employees to extend utmost courtesy and tolerance to all passengers at all times,” it said.

In line with this, the management has vowed to provide a series of customer service training for all security personnel.

“The MRT-3 assures the public that  necessary steps will be taken to bring about improvements in MRT-3 employees’ handling of passenger complaints,” the rail line added.