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| Photo credit to Cebu Pacific and Lyanne Kristoff Jover | Facebook |
Minsan hindi talaga maiiwasan ang pagkakaroon ng problema sa mga flights, domestic man o international. Kadalasang reklamo ng mga pasahero ay mga suliranin sa bagahe, flight delays at cancellations.
Marami na ring pasahero at netizens ang nagpaabot ng kanilang mga reklamo sa social media at ito ngang huli ay mayroon na namang viral post mula sa isang pasahero laban sa sikat na airline na Cebu Pacific Air.
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| Photo credit to Smile Magazine | Cebu Pacific |
Ang passenger at netizen ay si Lyanne Kristoff Jover, na nagbahagi ng kanyang hinaing sa nasabing airline ukol sa diumano ay abalang kanilang naranasan noong nakaraang linggo.
Kwento ni Kristoff, sila ay na-offload at naiwan ng eroplano sa kanilang 3PM flight ng hindi man lang nasabihan. Nakapagchecked-in at nakatanggap na diumano sila ng boarding passes ngunit dahil limited lang ang upuan sa kanilang assigned gate sa pre-departure, nag-antay na lamang sila sa isang area kung saan may malapit na flight information board, upang mamonitor na rin ang status ng kanilang flight.
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| Photo credit to Lyanne Kristoff Jover | Facebook |
Doon nga ay kanyang napansin na na-moved ng 3:20PM ang flight nila at ng lumapit siya sa assigned personnel upang tanungin ang tunay na estado ng flight ay sinabi nito na offloaded na sila at kailangan ng mag-rebook at magbayad ng 'fare difference'.
Narito ang buong kwento ni Kristoff:
Cebu Pacific Air Horror Story
Aug 11, 2022
Arrived at NAIA T3 two hours before our 3pm flight, checked in and received our boarding passes by 1:30pm, proceeded to pre departure area and decided to stay in the area infront of Cinnabon since our assigned gate had limited seats and was already crowded. The area we chose not only had enough seats to accommodate us but also had a flight information board nearby so we can monitor the boarding status of our flight.
At 2:32pm, I noticed from the information board that our flight time was moved to 3:20pm and only had the status - check in counter closed, no explanation whatsoever. I immediately called my wife informing her to delay her plans accordingly so no time would be wasted.
To my surprise, the personnel Mr. Jesus simply told me that we were OFFLOADED after making 2 final calls and the doors of the plane were already closed and set to depart. He quickly worked on his computer to arrange offloading of our baggages.
I asked how did this happen? When all the while I was closely monitoring the boarding status of our flight on the flight information board we had in front of us.
He explained that the flight information board was only system generated and was not in sync with the actual decisions that they make in the gates, that I should have waited for announcements in our actual boarding gate (despite having limited seats), that they did not have speakers for their announcements in that area we chose to stay, and ultimately, I would have to rebook my flight and pay for fare differences.
I was directed to Ms. Rotchie, the manager from the information center near the check in counters. I told her about what happened, and she immediately offered me free rebooking for this inconvenience but also said that it was the most that they can offer since at some point I was negligent, as she slightly puts it. Since it was expected that all passengers should be at the boarding gate before the flight. She confirmed that that the flight was indeed moved to 3:20pm, which was updated in the flight information board because of their forecast but since the airplane arrived sooner than expected and was ready, they decided to push through the original schedule of 3:00pm. She also said that she would talk to her subordinates to better handle customers. I agreed to her offer, and decided to go home and wait for my flight tomorrow.
On my way home, napaisip ako, bakit hindi ako nagalit? Bakit hindi ako nagwala? Bakit?
Siguro dahil may pambayad ako ng taxi, may uuwian akong bahay na walang bayad, maiintindihan ng asawa ko ung nangyari, wala akong connecting flight from gensan, wala akong mamimiss na important event or business meeting, in short walang madadamay na iba, ako lang. Ako lang sasalo nung abala.
Ang tanong, pano ung iba? Paano ung walang pambayad ng taxi, walang extra money, may scheduled connecting flight or trip from gensan, may mamimiss na important event or business meeting, may madadamay na ibang tao dahil sa inconvenience na ito.
Mas naging maikli ba ung time na pinili nilang idelay ung flight para hanapin sa cargo at ioffload ung gamit namin (7 bags) than reopening the door and letting us in?
Display lang ba talaga ang purpose ng mga flight information board natin sa terminal 3?
Tama bang despite nagaannounce nang flight delay to 3:20pm, itinuloy ung flight ng 3pm dahil biglang napaaga ung eroplano? Hindi ba dapat iupdate sa board yon? Hindi ba dapat hanapin lahat ng mga checked in na pasahero lalo sa area na hindi pala covered ng speaker system nila? Bakit nagagawa ng PAL? Standard lang ba nila yun? Or mandate ng gobyerno?
Anong pwedeng maimprove on your end para maiwasan itong mga ganitong inconvenience? Remember your values, nasa website po ninyo iyon - service, integrity, trust, courage and best of filipino spirit.
Galingan naman natin konti, Pilipinas kong mahal.
#truestory
Source: Lyanne Kristoff Jover | Facebook
Narito ang buong kwento ni Kristoff:
Cebu Pacific Air Horror Story
Aug 11, 2022
Arrived at NAIA T3 two hours before our 3pm flight, checked in and received our boarding passes by 1:30pm, proceeded to pre departure area and decided to stay in the area infront of Cinnabon since our assigned gate had limited seats and was already crowded. The area we chose not only had enough seats to accommodate us but also had a flight information board nearby so we can monitor the boarding status of our flight.
At 2:32pm, I noticed from the information board that our flight time was moved to 3:20pm and only had the status - check in counter closed, no explanation whatsoever. I immediately called my wife informing her to delay her plans accordingly so no time would be wasted.
 |
| Photo credit to Lyanne Kristoff Jover | Facebook |
Around 2:58pm, I decided to ask the personnel in our assigned boarding gate of the real status of our flight, how further delayed would it be or etc, so we could better manage our expectations (having in mind that Cebpac, unfortunately, has this notorious reputation of having delayed flights especially in their afternoon schedules, atleast to and from Gensan).
To my surprise, the personnel Mr. Jesus simply told me that we were OFFLOADED after making 2 final calls and the doors of the plane were already closed and set to depart. He quickly worked on his computer to arrange offloading of our baggages.
I asked how did this happen? When all the while I was closely monitoring the boarding status of our flight on the flight information board we had in front of us.
He explained that the flight information board was only system generated and was not in sync with the actual decisions that they make in the gates, that I should have waited for announcements in our actual boarding gate (despite having limited seats), that they did not have speakers for their announcements in that area we chose to stay, and ultimately, I would have to rebook my flight and pay for fare differences.
Feeling frustrated that our conversation were running around in circles and unproductive, I asked if it was in his capacity to offer better solutions. He said it was beyond his authority. I understood. So I calmed myself and ask for his immediate supervisor.
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| Photo credit to Lyanne Kristoff Jover | Facebook |
The supervisor came, Ms. Carlyn, and listened to my agitation. She quickly responded nothing more than what Mr. Jesus had said, and mentioned that they are just following procedures, thus her hands were tied as well for a better solution. She even tried to invalidate the flight changes I saw in the information board by asking if I had taken a photo of what I saw in the flight information board at 2:32pm so I could use as evidence. To my mind, who in the world would take pictures of the flight information board as possible future evidence for contention. But again, I calmly asked for somebody higher than her who could possibly resolve this issue fairly.
I was directed to Ms. Rotchie, the manager from the information center near the check in counters. I told her about what happened, and she immediately offered me free rebooking for this inconvenience but also said that it was the most that they can offer since at some point I was negligent, as she slightly puts it. Since it was expected that all passengers should be at the boarding gate before the flight. She confirmed that that the flight was indeed moved to 3:20pm, which was updated in the flight information board because of their forecast but since the airplane arrived sooner than expected and was ready, they decided to push through the original schedule of 3:00pm. She also said that she would talk to her subordinates to better handle customers. I agreed to her offer, and decided to go home and wait for my flight tomorrow.
On my way home, napaisip ako, bakit hindi ako nagalit? Bakit hindi ako nagwala? Bakit?
Siguro dahil may pambayad ako ng taxi, may uuwian akong bahay na walang bayad, maiintindihan ng asawa ko ung nangyari, wala akong connecting flight from gensan, wala akong mamimiss na important event or business meeting, in short walang madadamay na iba, ako lang. Ako lang sasalo nung abala.
Ang tanong, pano ung iba? Paano ung walang pambayad ng taxi, walang extra money, may scheduled connecting flight or trip from gensan, may mamimiss na important event or business meeting, may madadamay na ibang tao dahil sa inconvenience na ito.
Mas naging maikli ba ung time na pinili nilang idelay ung flight para hanapin sa cargo at ioffload ung gamit namin (7 bags) than reopening the door and letting us in?
Display lang ba talaga ang purpose ng mga flight information board natin sa terminal 3?
Tama bang despite nagaannounce nang flight delay to 3:20pm, itinuloy ung flight ng 3pm dahil biglang napaaga ung eroplano? Hindi ba dapat iupdate sa board yon? Hindi ba dapat hanapin lahat ng mga checked in na pasahero lalo sa area na hindi pala covered ng speaker system nila? Bakit nagagawa ng PAL? Standard lang ba nila yun? Or mandate ng gobyerno?
Anong pwedeng maimprove on your end para maiwasan itong mga ganitong inconvenience? Remember your values, nasa website po ninyo iyon - service, integrity, trust, courage and best of filipino spirit.
Galingan naman natin konti, Pilipinas kong mahal.
#truestory
Source: Lyanne Kristoff Jover | Facebook
