Cebu pacific, have a heart

[Monseratto]

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]

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]

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

[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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[jhnkvn]

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]

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

[romeocharlie]

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


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[K.I.L.L.]

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]

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.

[_Cathy_]

^I will NEVER fly Cebu Pacific. I don't travel often so I choose a decent airline when I do so. They have no respect for their passengers talaga.

[Red Advent 04]

sana ay mag karon din sha ng matinding sakit at pahirapan din sha makasakay ng eroplano. tapos mag crush eroplano nya para diretso sya sa impyerno..

[kapitan88]

my take:

the airline has the right to refuse boarding for a lot of reasons, (physical irregularity in passport is 1). If for some reason na pinatuloy sila makalipad, pag dating sa destination country, makita ang irregularites, ano gagawin nila? syempre refuse entry din, so balik sila sa Pinas, sakay ulit ng cebupac, pahirapan pa maka singil si cebupac, (so sugal lang yun, kaya yung move ng airline is for both their protection at ng passenger). Now I've also read, na nag open ang office ng DFA on weekend, just to accomodate this, dahil ipinasa ng cebupac ang case sa DFA, and DFA issued a temporary passport for the kid. So, if tama yung report na walang unusual sa passport ni bata, why the need to issue temporary passport? they can just say, hey cebupac, its valid passport, they can board, But they did not, and instead issued a temporary passport, para saan? sa destination country.

this i think is cyber bullying dun sa taong ginagawa ang trabaho nya. dahil na hassle yung ibang tao. With this, kudos sa DFA for immediately acting on the problem kahit off office, sa cebupac, baka may magawa pa improvement; sa nanay na dapat nag ingat ng passport, ingat din sa mga mahalagang papeles, kahit alam na nating tuliro dahil sa problem sa anak nya.

[automot0]

are those airline check-in ground crew trained on how to check a legit or faked passport?

[radz15]

Loko loko talaga mga manager ng ceb pac. Yung friend kong koreana sinigawan din nung nagkamali ng lane na pinilahan.

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[e2romo]

That's how budget Airlines survive, they cut on frills at quality of workforce. You would only want to go this route kung tipid lang habol mo, hindi worry free travel.

Sent from my mind using Telepathy 2

[2lits17]

yan hirap sa Cebu Pak. kala nila lahat ng pasahero nila walang pera kasi promo fare, budget fare un ticket nila. eh d sana wag na sila mag pa promo kung papamukha nila sa mga pasahero nila na naka promo ticket sila pag nagka aberya. bakit if the passenger get a non promo fare will the treatment be different compare to passengers na naka promo fare?

iba pa jan ang delay nila. pag na delay un flight maghintay kayo hanggang mamuti mga mata niyo ni pa softdrinks wala. kasi budget airlines daw ang cebu pak.

[shadow]

I've been saying this never ever fly Cebu Pac or any low budget airlines. Mabwibwisit ka lang.


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#retzing

[glenn_duke]

Yung last flight ko sa Cebu Pacific early this year maayos naman ang experience ko. Actually excess baggage ako, may binili akong mabigat na hindi pwedeng i-hand carry, it should cost me 6k for the baggage but the girl at the counter shaved off almost 2k from the amount I should pay, by under weighing my baggage, shes nice, very rare attitude for a Cebu Pac ground personnel.

My bad experience with Cebu Pac ground staff is when they are still at the old domestic terminal, lost my temper several times inside their ticketing office, just to claim my prepaid ticket (no e-ticket yet those time).

Budget airline or not , proper courtesy and politeness to customers is not a cost center that will bankrupt Cebu Pacific if implemented properly. It boils down to company culture, maybe the owners are as rude as their employees (except for that sweet girl at the excess baggage counter Naia-3)

[Monseratto]

Mag linis na lang sa kubeta ng eroplano si power tripper...

The Civil Aeronautics Board (CAB) ordered airline Cebu Pacific to explain why a sick child who was flying to Vietnam for a chest operation was allegedly prevented from boarding the flight because of a defective passport.

“Nag-issue na kami ng show cause order directed to Cebu Pacific to comment on the complaint,” CAB Legal Division Chief Atty. Wyrlou Samodio said in a Monday report on GMA 7's “24 Oras”.

The child's mother, Regin Palileo, had filed a compliant with the Manila International Airport Authority (MIAA) Customer Relations Center against a certain Mark Rotanel, station supervisor of Cebu Pacific at the Ninoy Aquino International Airport (NAIA).

The MIAA had then endorsed the case to CAB.

According to Palileo's complaint, their family was set to board Cebu Pacific flight 5J-751 Saturday night for Vietnam where her 12-year-old son would have a chest operation.

But Rotanel allegedly barred them from boarding the plane after finding that her son's passport had “folds.” De Guzman said Rotanel scolded them, despite their courteous pleading.

The mother and son, as well as another family member, were able to board a flight Sunday night after the DFA issued the boy a temporary passport.

Samodio said that an airline company has the right to implement strict rules of procedure but it should be courteously and thoroughly explained to the passengers.

“Yung airline kasi medyo maingat din pagdating sa ganyang bagay. Kasi nga pag may nakalusot na isang pasehero na may isang depektibong passport at posibleng ma-deny naman dun sa bansang pupuntahan niya, may multa ho yung airline. Siguro nage-exercise lang din sila ng caution para hindi rin ma-hassle pagdating dun sa receiving country,” Samodio said.

But he said the alleged rude behavior of the Cebu Pacific supervisor had to be investigated, and if found guilty, the erring official would be held accountable.

“Kung sakali man ho siguro na may nilabag na company policy ang isang empleyado, nararapat lang na siya ay parusahan o yung kaniyang employer ay may gawin para ma-correct at ganung klase ng behavior,” Samodio said.

Cebu Pacific ordered to explain why sick child was prevented from traveling | News | GMA News Online

[IMm29]

I wonder what "courteous pleading" and "rude behavior" were in actuality. Obviously there was a problem with the passport because the DFA issued a temporary replacement, but I wonder how the conversation went.