Binay wants probe into complaints vs airline; ban on overbooking eyed

MANILA, Philippines — Senator Nancy Binay is eyeing a Senate probe on recent reports of overbooking, offloading, and online booking glitches by a local carrier, citing a “string of complaints” from passengers reaching her office.

The head of the Senate committee on tourism also suggested a possible ban on overbooking during peak travel seasons.

READ: DOTC eyes ban on overbooking of domestic flights during peak season

Binay said she plans to file a resolution calling for a full inquiry on Cebu Pacific after passengers shared their bad experiences of 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,” the senator said in a statement on Tuesday.

The government, she said, should “step in” to ensure transparency in the practice of overbooking by airlines and the strict implementation of the Air Passenger Bill of Rights.

Binay pointed out that while air carriers are allowed to overbook certain flights as provided for under the Air Passenger Bill of Rights, it also states that offloading should be done voluntarily.

The senator also cited a joint administrative order where an air carrier is mandated to announce if a flight is overbooked and that it is looking for volunteers willing to give up their seats in exchange for air carrier compensation.

“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,” Binay lamented.

“Siguro, 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 then said.

“We have to uphold public convenience and service,” she stressed.

Also noting what she described as “prevailing public outrage against Cebu Pacific,” Binay said there is a need to check if local airlines observe the 5% allowable overbooking set by the Civil Aeronautics Board.

Binay further lamented that this issue of overbooking and offloading has 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.”

“Travelling in the Philippines has become incredibly frustrating. It’s no longer a pleasant experience. Sobrang dami na actually ng mga issue sa atin dito sa Pilipinas which have not only inconvenienced local and foreign passengers but have also drove away tourists. Any bad experience just wipes out the nice memories of a good holiday and a great time in the Philippines,” she said.

“We understand what budget traveling 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. 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,” the senator also said.

READ: Cebu Pacific, PAL brace for ‘revenge travel’ on Holy Week 2023