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An apology goes a long way.
“Cebu Air Inc. president and CEO Lance Gokongwei on Wednesday, January 21, apologized for the widespread flight delays and cancelations of Cebu Pacific over the holidays and agreed that the budget airline should be fined,” reports Kathryn Mae P. Tubadeza on GMA News Online.
The report noted: “The Civil Aeronautics Board (CAB) imposed a PHP52-million fine against the Gokongwei-led airline for operational lapses and a disproportionate number of delayed and canceled flights over the Christmas holidays.”
During the hearing on Wednesday, Gokongwei told a House Transportation committee this: “Last Christmas, we let (passengers) down and I’m profoundly sorry that we failed them.”
Gokongwei added, “We are waiting the final legal advice as to whatever basis of amount discussed, because of the serious precedence it may set for other issues in the previous past, as it affects the entire industry. But certainly we do agree there should be a penalty in place.”
Gokongwei further explained, “Our ground handling agent failed to meet manning and service level commitments. There was a shortfall of “promised domestic check-in agents on the afternoon and evening of 25th. By the early morning of 26th, we were faced with unprecedented absenteeism which created chaotic situation at our check-in counters.”
In conclusion, Gokongwei said, “In hindsight, we should have been more aggressive in pursuing remedial measures including increasing number of frontline staff and being more vigilant in supervision of ground handler.”
He assured everyone that they have already “taken initial steps to prevent a recurrence of the massive flight delays and cancellations over the Christmas holidays.”
Photo: FlightGlobal.com
