Cebu Pacific goes viral after canceling a passenger's flight twice in three weeks

Photo by: Maki Van Eker

One of the top low-cost airlines in the Philippines, Cebu Pacific, recently found itself at the center of controversy when a passenger's flight was canceled twice in just three weeks. Maki Van Eker, a passenger going from Dumaguete to Manila to sit for her dental board test, posted about her frustrating experience on social media, and it soon gained popularity. 

Van Eker vented her frustration and resentment with Cebu Pacific in a Facebook post that received a lot of attention. She recounted that three weeks earlier, her trip had been canceled, virtually costing her the opportunity to take her crucial board exam. Given the early time of her exam, the airline had warned her that the subsequent trip was several days away. Van Eker blasted the airline for having no suitable replacements and emphasized how uncomfortable it made her during a vital time.

Van Eker said that a Cebu Pacific customer service agent had informed her that even the subsequent flight she had booked, planned for May 2, was not assured due to anticipated cancellations, which only made matters worse. She chose to take the chance in spite of this, only to be let down again. This time, to ensure she arrived at her location in time for her board exam, her aunt had to purchase a costly PHP14,000 trip for her.

The traveler expressed her displeasure that Cebu Pacific appeared to prioritize travelers who were prepared to pay more for their tickets because of crises or pressing circumstances while inconveniencing those who had reserved their flights months in advance. "The audacity to bump off passengers who booked their flights MONTHS ago only to sell them to people who are willing to pay more due to emergencies or in my case... My board exam!" she criticized the airline's behavior.

Sadly, Van Eker's ordeal was not over yet. On May 20, her unannounced return flight to Dumaguete, which had been confirmed with a boarding card in hand, was canceled. She asked, "IS THIS A JOKE?" after hearing that her flight would be postponed until six days later. She was in a state of shock.

Van Eker contacted the counter workers, voicing her displeasure and asking how Cebu Pacific could treat paying customers in such a way, postponing flights twice in the course of just three weeks. The counter personnel was unable to help Van Eker when she inquired about financial support for her prolonged stay in Manila, leaving her to handle the problem on her own.

If an airline cancels a flight within 24 hours of takeoff, passengers are entitled to a full refund of their ticket price, per the passenger rights policy. Additionally, they are able to seek a free transfer to another airline or a free rebooking of their tickets. When a passenger's flight is canceled while they are already at the airport, they have the right to request hotel accommodations close to the airport. They should also be given free meals, refreshments, and calls and messages, as well as free transportation from the airport to the hotel.

Although Cebu Pacific's conduct may have infringed on the rights of passengers, it is unclear how the airline will handle the incident and make amends for the inconvenience. The story serves as a reminder of the value of maintaining customer satisfaction and keeping promises, particularly in urgent situations like emergencies or exam periods. Airlines must put the comfort and safety of their customers first, making sure that their travel plans are not interfered with without justification and that fast replacement services are offered.

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Originally posted: DailyPedia | Story by Charles Teves • Yesterday 1:49 AM | URL