Mother of Child on the Autism Spectrum Expresses Gratitude to SM City Iloilo Security Guards

ILOILO CITY — A simple act of assistance and care brought immense relief to a mother who became worried after being separated from her child, who is on the autism spectrum, at SM City Iloilo. In a letter sent on October 11, 2026, the mother expressed her gratitude to two security guards, SG Jomar Bautista and LG Lee Joy Panoy, who assisted her child after the latter became separated from her inside the mall.

According to the information shared by the mother, her child approached the guards after getting lost and realizing that his cellphone had been left behind. The guards immediately lent the child a cellphone so they could contact the mother. Their assistance did not stop there. They also stayed with the child and ensured her safety and well-being while waiting for the mother's arrival. For any parent, not knowing the whereabouts or condition of their child can be an extremely distressing experience. However, through the prompt assistance and attentive care of the two guards, the mother found relief upon confirming that her child was safe. Through the letter sent to SM Customer Care, the management of SM City Iloilo learned about the incident and the exemplary service demonstrated by the guards. Although their actions may have seemed simple, they reflected a deeper meaning of service: respecting every individual, understanding their circumstances, and providing assistance with compassion and dignity. It can be noted that SM City Iloilo also regularly conducts seminars for its security and maintenance personnel, together with its tenants, to reinforce awareness and provide guidance on how to appropriately assist and care for customers with special needs.