Senate probe on booking glitches, offloading complaints vs Cebu Pacific sought  

 
Senator Nancy Binay on Tuesday, April 4 called for a Senate inquiry into the alleged complaints from airline passengers and customers regarding overbooking, offloading nightmares and booking glitches against budget local carrier Cebu Pacific airlines. 
 
Binay said she will file a resolution calling for a full inquiry on Cebu Pacific after passengers shared their bad experiences being offloaded without any verifiable cause or valid reason.
 
“For a family with kids in tow who have a confirmed booking; who are already at the airport at least four hours ahead of time; giving up sleep; negotiating the traffic; and enduring the long queues, only to be denied boarding and sent back home—that, for me, is unacceptable,” Binay said in a statement.
 
The senator said it is imperative for the government to ensure that the Air Passenger Bill of Rights is strictly implemented.
 
She also said it is high-time the government looks into the practice of airlines to overbook, noting that while the Air Passenger Bill of Rights allows air carriers to overbook certain flights, it also states that offloading should be done in a voluntary manner.
 
“Sa dami ng mga reklamo ng mga pasahero, maiisip mo agad na parang napaka-hassle mag-travel sa Pilipinas lalung-lalo na kapag peak seasons (With the number of complaints from passengers, you can immediately imagine that traveling in the Philippines is a hassle, especially during peak seasons),” the senator stressed.
 
“Siguro (Maybe) during peak periods like Holy Week, Christmas season and during summer, we can implement a ban on overbooking in domestic and international flights—and should there be 'no-show' passengers—airlines can be transparent and offer the available seats to 'chance passengers' just like the usual practice,” she pointed out.
 
“We have to uphold public convenience and service. Amid the prevailing public outrage against Cebu Pacific, we have to check if local airlines do observe the five percent allowable overbooking set by the CAB (Civil Aeronautics Board),” the senator pointed out.
 
She said Section 10.1.b of DOTC-DTI Joint Administrative Order No. 1 states that whenever a flight is overbooked, “the air carrier shall announce that the flight is overbooked, and that it is looking for volunteers willing to give up their seats in exchange for air carrier compensation.”
 
But overbooking and offloading issues have always been a never-ending talking point with Cebu Pacific, “not to mention the online booking nightmares, and a number of very public meltdowns under its wings,” she said.
 
“Travelling in the Philippines has become incredibly frustrating. It's no longer a pleasant experience,” Binay noted.
 
“Sobrang dami na actually ng mga issue sa atin dito sa Pilipinas (There have been so many issues here in the Philippines) which have not only inconvenienced local and foreign passengers but have also drove away tourists,” she pointed out.
 
“Any bad experience just wipes out the nice memories of a good holiday and a great time in the Philippines,” the lawmaker lamented.
 
Aside from the bad airline experiences, she noted passengers have to deal with technical- and personnel-driven fiascos oftentimes of epic proportions such as long queues, flight delays and cancellations, ground traffic, lost luggage, mobile app glitches, unnecessary security checks, lengthy immigration interviews, airport operation issues, etc.
 
"We understand what budget travelling is like, and the promos that go with it. Whether or not you paid 'piso' or the regular fare, it's not about the price,” she stressed.
 
“It's actually the case of the airline being truthful, upfront and transparent to its customers and passengers. Hindi 'yung kung anu-anong dahilan ang sasabihin sa pasehero at basta na lamang iiwanan sa ere (Not just come up with so much excuses and just telling passengers off and leave them unattended),” Binay argued.
 
The senator also stressed that being offloaded without alternative flight options not only has a direct impact on someone's travel plans, but also reflects how airlines treat customers and tourists.