Cebu Pacific airlines ground staff Mark Rotanal refused to board a 12-year-old boy with a congenital disease due to a damaged passport. The boy was set to have an operation in Vietnam the next day. Cebu Pacific has since re-booked the boy’s flight free of charge. Screengrab from Facebook user Richell De Guzman’s account.
MANILA, Philippines – Budget carrier Cebu Pacific said it would grill its ground staff who was hit on social media for blocking a sick child passenger going to Vietnam for an operation.
In a statement on Monday, Cebu Pacific said it would ask ground staff Mark Rotanel to give an explanation according to the airlines’ procedures.
“(Cebu Pacific) is still looking into this and it will give him the opportunity to reply as due process requires,” the statement read.
Cebu Pacific would also “take all necessary actions in accordance with findings.”
Cebu Pacific issued the statement after a viral Facebook status bared that Rotanel on Saturday night blocked a sick child passenger for having what he thought was a damaged passport. The 12-year-old boy, who had a hollowed chest, was set to be operated in Vietnam the next day.
The airlines drew flak from netizens who shared and commented on the Facebook post.
The Facebook user who posted the status called Cebu Pacific “heartless” for refusing to accommodate a sick child.
The boy’s mother Regin De Guzman Palileo filed a complaint before the Manila International Airport Authority-Customer Relations Center over the incident.
The issue was referred to the Department of Foreign Affairs which said the passport has no defect. The DFA then issued a temporary passport for the boy on Sunday. The three left for Vietnam Sunday night with Cebu Pacific waiving rebooking charges.
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