Senate probes overbooking, offloading complaints vs Cebu Pacific

MANILA, Philippines — The Senate on Wednesday began its public inquiry into the barrage of passenger complaints against budget carrier Cebu Pacific.

The investigation by the chamber’s tourism and public services committees was prompted by a resolution filed by Senator Nancy Binay, calling for a probe into the airline company’s alleged overbooking, offloading, and glitches in booking flights.

Cebu Pacific Chief Commercial Officer Alexander Lao are among those confirmed to be present in the hearing, according to the guest list provided by the Senate.

Representatives from the Philippine Airlines and Air Asia will likewise be in attendance.

READ: Cebu Pacific called out for consumer plaints

According to Binay, the probe aims to enjoin the Department of Tourism and Civil Aeronautics Board to address the affected passengers’ concerns and come up with measures to compensate them.

“There were complaints that travelers were offloaded by Cebu Pacific, without any verifiable cause or valid reason, due to the airline’s overbooking,” Binay’s Senate Resolution No. 575 reads.

She also cited customers’ complaints of being charged multiple times during the airline’s Super Pass sale due to errors in its website.

Cebu Pacific aircraft. Photo from Cebu Pacific

READ: BIZ BUZZ: D-Day for Cebu Pacific

“Affected travelers and customers complained that Cebu Pacific has not provided immediate assistance or support regarding their concerns despite seeking help from the airline’s customer service hotlines and in-person help desks,” the resolution states.

Noting the high volume of passenger complaints, Binay lamented the state of traveling in the country which “has become incredibly frustrating.”

READ: Law to toughen air passenger bill of rights needed – commuter group

“It is no longer a pleasant experience. Aside from the bad airline experiences, 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, and airport operation issues.”

Cebu Pacific had welcomed the move to conduct the investigation, noting that this would give them a “venue to put into perspective certain reports relating to passenger experience and the measures that we’ve put in place in support of our passengers.”

“As the airline industry recovers and grows its operations, we aim to work closely with our lawmakers so that the industry can contribute its share to the overall effort in accelerating tourism and economic growth,” it said in a statement released earlier.

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