The Senate said it would tackle grievances regarding low-cost airline Cebu Pacific amid growing concerns on social media.
Cebu Pacific Air has been facing a wave of criticism on social media due to complaints about its alleged subpar customer service, flight delays, technical system issues, and other travel-related problems.
The Senate’s official website announced the hearing this week, which was prompted by Senate Resolution No. 575 filed by Senator Nancy Binay, Chairperson of the Committee on Tourism, in April. The resolution calls for an inquiry into the public’s complaints against Cebu Pacific Air, which include concerns over “overbooking, offloading, and booking glitches.” It further urges the Department of Tourism and the Civil Aeronautics Board to address these issues and explore measures for compensating affected customers.
The notice has been sent to the joint panels of tourism and public services, and the Senate hearing is scheduled today.
Numerous recent travelers have shared their experiences of flight cancellations by Cebu Pacific, even when they were already checked in and waiting at the boarding gate.
Others reported changes to their flight details without their consent.
Passengers, accustomed to enduring delays, expressed dissatisfaction with the airline’s ground personnel and their alleged poor customer service. Michael Kevin Gox Goco, another Facebook user, criticized the reported “lack of empathy” displayed by Cebu Pacific staff towards passengers, particularly the elderly and individuals with disabilities.
Social media platforms have been inundated with stories and rants, highlighting issues such as alleged overbooking problems, rebooking at higher fares, and inadequate compensation for inconvenienced passengers.