Philippine Passport Processing

Philippine Passport Processing — Agent SOP

Step 1 — Gather Applicant Information

Before discussing the package, collect:

A. Application Type

• New Application

• Renewal

B. Number of Applicants

• Number of applicants who will process their passports

C. Applicant Type

• Regular Adult

• Minor

• Senior Citizen

• Student

• OFW

• Other applicable category

D. Applicant Contact Information

• Full Name

• Contact Number

• Email Address

Suggested Agent Conversation

“Before we proceed po, may I get a few details so we can check the correct passport requirements and appointment process for you?”

“Is this for a new passport application or renewal?”

“How many applicants po?”

“May I also know if the applicant is a regular adult, minor, senior citizen, student, or OFW?”

“Lastly, may I have the applicant's contact number and email address for appointment and processing updates?”

Step 2 — Explain the Jetliner Express Passport Package

A. New Passport Application — ₱2,400

The package includes:

• Assistance in securing the earliest available appointment at the appropriate/nearest DFA office

• Assistance in completing the passport application form

• Screening and compilation of requirements

• 24/7 support before, during, and after the DFA appointment

B. Passport Renewal — ₱1,999

The package includes:

• Assistance in securing the earliest available appointment at the appropriate/nearest DFA office

• Assistance in completing the passport application form

• 24/7 support before, during, and after the DFA appointment

C. Check Current DFA Requirements

Before sending the final requirements to the applicant, the agent must check the latest requirements according to:

• Application type

• Applicant category

• DFA location

• Special circumstances, if applicable

Use the official DFA passport website:

passport.gov.ph

Agent reminder: The Jetliner Express service fee should be clearly distinguished from any DFA government fees or other charges that may apply.

Step 3 — Provide the Correct Requirements

Do not automatically send the entire internal checklist to the client.

First:

1. Review the current DFA requirements.

2. Identify which documents are required from the applicant.

3. Identify which items will be prepared or assisted by Jetliner Express.

4. Send the applicant only the documents they need to provide.

Important Agent Check

Before requesting documents from the applicant, verify the latest DFA requirement for their specific application type.

This prevents clients from submitting unnecessary documents.

Step 4 — Collect Payment

Advise the applicant of the available payment options, such as:

• BPI Bank Transfer

• GCash: 0917 113 2609

For your internal process, the current payment arrangement is:

50% down payment upon submission of the requirements
Remaining 50% once Jetliner Express successfully secures the DFA appointment.

The agent should clearly explain this before accepting the initial payment.

Step 5 — Validate Payment & Issue Acknowledgement Receipt

After receiving the payment:

1. Verify the payment.

2. Confirm the amount received.

3. Identify the applicant connected to the payment.

4. Issue the acknowledgement receipt through Jetliner Express — Bayad Express.

https://www.jetlinerexpress.com/admin/dashboard/?bayad_express

Branch access code: V36665
Password: Jetliner@2026

Important security note: I recommend keeping the Bayad Express login credentials inside your internal staff SOP or password manager, rather than including the actual password in a broadly distributed SOP.

Step 6 — Bayad Express Receipt Process

Internal Process

6.A. Open the Bayad Express section.

6.B. Select the Passport service.

6.C. Select:

• New Application, or

• Renewal

6.D. Enter all required information.

6.E. Click Add Now to generate the receipt.

Step 7 — Save / Print Receipt

Once the receipt is generated:

• Screenshot the receipt, or

• Download the receipt and print a physical copy.

Provide the acknowledgement receipt to the applicant.

Payment Reminder

The agent should make sure the applicant understands:

50% payment is collected upon submission of the requirements. The remaining 50% is collected once Jetliner Express successfully secures the DFA appointment.

Step 8 — Prepare the Applicant's Documents

Once the requirements are complete and the required payment has been received:

1. Review all documents one final time.

2. Confirm that the application form and supporting documents are complete.

3. Organize the documents properly.

4. Place them inside a long brown envelope.

5. Put the applicant's full name on the back of the envelope.

6. Do not handwrite the applicant's name; use a properly printed label.

Final Document Check

• ☐ Correct applicant

• ☐ Correct application type

• ☐ Complete requirements

• ☐ Application form checked

• ☐ Appointment details confirmed

• ☐ Documents properly arranged

• ☐ Applicant's full name printed on envelope

Step 9 — Pre-Appointment Reminder

Call or message the applicant one day before the DFA appointment.

Remind the applicant:

• Arrive at the DFA office at least 30 minutes before the scheduled appointment.

• Bring all required original documents and copies as applicable.

• Follow DFA's current dress and identification requirements.

• Avoid slippers, shorts, sleeveless clothing, and other inappropriate attire.

• Keep hair neat and make sure the entire face is clearly visible.

• Avoid anything that could interfere with the applicant's photograph or biometric capture.

Important: Avoid adding requirements such as "no jewelry" or "no makeup" as absolute DFA rules unless they are confirmed in the current DFA instructions. The safest wording is to advise clients to follow the current DFA photo/appearance requirements.

Step 10 — After Biometrics

Once the applicant has completed the DFA biometric process:

Ask the applicant for the transaction/claiming slip provided by DFA.

This is important because the information on the DFA-issued slip can be used to help monitor the passport application and claiming information.

The agent should:

1. Request a clear photo/copy of the slip.

2. Save it in the applicant's folder.

3. Record the relevant tracking/transaction information.

4. Update the applicant's processing record.

Step 11 — Passport Status Monitoring

After the DFA appointment and biometric capture:

1. Monitor the passport application status.

2. Begin checking based on the applicable processing timeline.

3. Provide the applicant with updates.

4. Inform the applicant once the passport is ready for collection/delivery, based on the applicable DFA process.

Client Update

Instead of promising that the passport will be available exactly after five working days, use:

“We will continue monitoring your passport application and provide you with updates. Once DFA releases the passport or provides the applicable claiming information, we will immediately inform you.”

This avoids presenting a processing estimate as a guaranteed release date.

Internal Payment Instructions — DFA Passport Appointment

Step 1 — Confirm Applicant Payment

Once the applicant's payment has been successfully validated, the assigned agent may proceed with the internal payment required to secure the DFA appointment.

Do not proceed with the internal payment until the applicant's payment has been verified.

Step 2 — Use the Authorized UnionBank Credit Card

Use the authorized UnionBank credit card for the DFA appointment payment.

The required card details should be accessed only through the authorized Jetliner Cebu Operations Google Drive → Finance folder.

Security reminder: Access to payment credentials should be limited to authorized staff only.

Step 3 — Enter Payment Details

When completing the DFA appointment payment, enter the required authorized payment information:

• Credit card number

• Cardholder/account name

• Expiration date

• Security/CVV number
  

OTP Verification:

The OTP required to authorize the payment will be sent to the Jetliner Express authorized mobile number: 0917 113 2609.

Never save or store the credit-card information on the DFA website or browser.

Do not:

• Save card details in the browser

• Save the card to the DFA account

• Take unnecessary screenshots of card information

• Send card details through WhatsApp or other unsecured channels

• Store card information in the applicant's folder

Use the card only for the authorized transaction.

Step 4 — Use Jetliner Express Contact Details

When creating or processing the DFA appointment, always use the authorized Jetliner Express email address and contact number designated for passport appointments.

Do not use the applicant's personal Gmail account or phone number for the agency-managed appointment unless the current DFA process specifically requires applicant-owned credentials.

This keeps agency-managed appointments centralized and accessible to the authorized team.

Step 5 — Record the Transaction

After successfully completing the appointment payment:

1. Open the Jetliner Cebu Operations Google Drive.

2. Go to the Finance folder.

3. Open the Accounts Payable Sheet.

4. Record the transaction details.

Include the appropriate information such as:

• Applicant name

• Transaction/service

• DFA appointment/payment date

• Amount paid

• Payment method

• Reference/receipt number

• Assigned agent

• Other required finance information

Step 6 — Report to Finance

After completing the transaction:

1. Report the payment in the Finance WhatsApp group.

2. Provide the required payment details and reference.

3. Process the corresponding internal payment/reimbursement to the designated UnionBank account according to the company's finance procedure.

4. Keep the official DFA payment receipt and related transaction records for safekeeping.

Do not send or post full credit-card numbers, CVV/security codes, or other sensitive card information in the Finance WhatsApp group.