Cebu pacific, have a heart

**Monseratto** · March 17th, 2014 10:29 AM

From FB...

https://www.facebook.com/photo.php?f...9005012&type=1

I just want to rant: Tonight, March 15, 2014 9:40pm. Manager (Mark Rotanel) in front of the counter in manila just shouted at 3 passengers that were going to Vietnam to have their kid operated. Mother was very frustrated because the manager of Cebu pacific shouted that he's the manager and he has the right not to make them fly because he found some defect in the kids passport. But the passport looks ok and has little fold. How can that manager be so heartless knowing that the kid will be operated the next day. The mother was pleading if one of the adult be left behind and allow the kid to fly. But the manager just yelled at them and made them move in the side and let other passengers go ahead? then he also said that since the passport has little defect, its not cebu pacific's fault and their tickets will be forfeited because its a promo ticket. what kind of service was that? this is insane and inhuman. I hope those family are ok now. Anyone from Cebu pacific, have a heart!

10:40pm Kid is still outside crying, Manager checked in the mother and she's confused on what to do. This is really what i call power tripping. How can a fellow filipino do this to another weak fellow filipino. Instead of finding ways to solve the problem, the manager cause more problem for the family to be stressed.

10:50pm She tried to ask the manager to rebook since she was denied to enter. but the manager said, since she was already booked and her kid isn't, the carrier thinks she already flew so Cebu Pacific Air can't rebook their flight. What kind of answer was that. Manager's name is Mark Rotanel. Carrier has the right to refuse whoever flies, but i hope not in this manner.

I hope that Mark Rotanel learns to be more understanding. He reported Vietman that the passport was detached. is it?? its still fixed. so Vietnam didn't allow them to fly. So the mother asked why did you put detached, do you know the meaning of detached? Manager said "Sorry i don't know how to speak english" making the mother more frustrated because he was being sarcastic. Thank you Cebu Pacific Air for showing us that you will not defend your passenger, even if your passenger will be operated for his life. Soooooooo heartless!

How's his doctor's appointment now? Will the doctor in Vietnam still entertain them for not showing up? How about the reserved hotels and other things paid in advance? How can someone be so heartless to kill a kids hope to be better.

The manager said to the mother, hindi ka ba murunong magbasa? look at the reminders behind your passport. So confused and shocked the mother didn't check and weakly said "ok". after the incident she checked, It says at the back of all our Philippine passport. "Alteration, addition, or destruction of contents is strictly prohibited. Any unauthorized change will render this passport invalid" -- Now, how can the passport, posted earlier, be invalid if there was no alteration, addition or destruction of content? The passport was clearly usable and is just loose because its owned by the kid. We all know kids could be clumsy, but still the passport is still intact and not altered for bad use.

Please share, maybe one Cebu Pacific officer will have the heart to allow the kid to go to his operation and rebook his flight. And the management will not allow this to happen again, because it could happen to you, to me or to anyone who is helpless like a kid that will be operated.

With permission to repost from original uploader, Richell de Guzman.

**Monseratto** · March 17th, 2014 10:32 AM

Reply............

Cebu Pacific Air
CEB Advisory - Mar 17, 2014, 12am:

To those inquiring about JR Pajaro's post, CEB's Guest Services team has already contacted the affected passengers this morning and provided all necessary assistance so they could push through with their flight. We have also contacted Vietnam immigration authorities and arranged for the rebooking of the passengers. We pray for her son's successful operation.

We are looking into what happened and will follow due process. At the same time, we will be in touch with the affected passengers to ensure that their concerns are properly addressed. We sincerely regret the inconvenience this has caused them.

The Cebu Pacific Team

**CLAVEL3699** · March 17th, 2014 10:33 AM

taena nito... Huwag na huwag sana ako makaranas nyan.

**marky0910** · March 17th, 2014 10:42 AM

Passport problems and being allowed to fly is the prerogative of immigration, not the airline. Ang lakas mag trip netong mga to.

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**romeocharlie** · March 17th, 2014 10:45 AM

I hope cebu pacific gets sued again for millions for moral damages..

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**jhnkvn** · March 17th, 2014 12:39 PM

Originally Posted by marky0910

Passport problems and being allowed to fly is the prerogative of immigration, not the airline. Ang lakas mag trip netong mga to.

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If my memory is still right after those sleepless nights... immigration gives you the clearance but whether you may board the plane is the prerogative of the airline carrier and they reserve the right to forfeit your ticket.

Saw the story sa FB, but unless there's the other side of the story, simply judging the other party based on just one point-of-view is a short-sighted cause and it's what you call cyber bullying. Just because the passport "looks okay" doesn't mean it isn't tampered with.

**jodski** · March 17th, 2014 12:53 PM

Nag reply na nga Cebu Pac so it means may kagaguhan talaga si manager? Wait and see how this turns out...

**K.I.L.L.** · March 17th, 2014 12:54 PM

Cebu Pacific is my last choice for flying out. I have flown with them a few times and each time, I found their ground staff to be a bit rude though their rudeness is not really directed at me.

**confused shoes** · March 17th, 2014 02:16 PM

Maraming nagsasabi na poor ang service ng PAL but the Cebu Pacific is really worst. I won't fly with them even it means I will wait for a Cathay Pacific the following day.

Nasigawan ko na one time ang check-in counter nyan. Di na ako umulit, since then.