Cebu Pacific Air Official Statement to “Cebu Pacific Have A Heart” Letter
It’s been all over the internet and the news. Just in case you’re wondering what the hulabula is all about, first, here is the official response and statement of Cebu Pacific Air below. Also, sources say that the family has been re-booked to fly and upgraded to business class.
But in case you’re wondering what this is all about, the full details are below as well.
Original post below from Richell de Guzman on Facebook:
CEBU PACIFIC, HAVE A HEART
I just want to rant: Tonight, March 15, 2014 9:40pm. Manager (Mark Rotanel) in front of the counter in manila just shouted at 3 passengers that were going to Vietnam to have their kid operated. Mother was very frustrated because the manager of Cebu pacific shouted that he’s the manager and he has the right not to make them fly because he found some defect in the kids passport. But the passport looks ok and has little fold. How can that manager be so heartless knowing that the kid will be operated the next day. The mother was pleading if one of the adult be left behind and allow the kid to fly. But the manager just yelled at them and made them move in the side and let other passengers go ahead? then he also said that since the passport has little defect, its not cebu pacific’s fault and their tickets will be forfeited because its a promo ticket. what kind of service was that? this is insane and inhuman. I hope those family are ok now. Anyone from Cebu pacific, have a heart!
10:40pm Kid is still outside crying, Manager checked in the mother and she’s confused on what to do. This is really what i call power tripping. How can a fellow filipino do this to another weak fellow filipino. Instead of finding ways to solve the problem, the manager cause more problem for the family to be stressed.
10:50pm She tried to ask the manager to rebook since she was denied to enter. but the manager said, since she was already booked and her kid isn’t, the carrier thinks she already flew so Cebu Pacific Air can’t rebook their flight. What kind of answer was that. Manager’s name is Mark Rotanel. Carrier has the right to refuse whoever flies, but i hope not in this manner.
I hope that Mark Rotanel learns to be more understanding. He reported Vietman that the passport was detached. is it?? its still fixed. so Vietnam didn’t allow them to fly. So the mother asked why did you put detached, do you know the meaning of detached? Manager said “Sorry i don’t know how to speak english” making the mother more frustrated because he was being sarcastic. Thank you Cebu Pacific Air for showing us that you will not defend your passenger, even if your passenger will be operated for his life. Soooooooo heartless!
I have video’s of how the manager shouting at them. here’s his picture.
How’s his doctor’s appointment now? Will the doctor in Vietnam still entertain them for not showing up? How about the reserved hotels and other things paid in advance? How can someone be so heartless to kill a kids hope to be better.
The manager said to the mother, hindi ka ba murunong magbasa? look at the reminders behind your passport. So confused and shocked the mother didn’t check and weakly said “ok”. after the incident she checked, It says at the back of all our Philippine passport. “Alteration, addition, or destruction of contents is strictly prohibited. Any unauthorized change will render this passport invalid” — Now, how can the passport, posted earlier, be invalid if there was no alteration, addition or destruction of content? The passport was clearly usable and is just loose because its owned by the kid. We all know kids could be clumsy, but still the passport is still intact and not altered for bad use.
Please share, maybe one Cebu Pacific officer will have the heart to allow the kid to go to his operation and rebook his flight. And the management will not allow this to happen again, because it could happen to you, to me or to anyone who is helpless like a kid that will be operated.
Again, Cebu Pacific Air’s official statement and response was posted above.
So what do you think of all this? Do you think there is a possible reason behind not letting the family board? Or is this just poorly trained staff? Or something else?