Cebu Pacific is working to resolve technical issues with the baggage handling system at Ninoy Aquino International Airport (NAIA) Terminal 3, which has caused delayed bags and inconvenience to passengers.
The airline is collaborating closely with the New NAIA Infrastructure Corp. (NNIC) to address the technical challenges and restore normal operations as soon as possible.
“We are working closely with the NNIC, which is also exerting every effort to resolve the technical challenges as quickly as possible and restore normal operations,” said Cebu Pacific in a statement.
According to the budget airline, a dedicated team has been established to manage the situation, offering passengers options to have their bags delivered to their destination or picked up at the airport for domestic flights. For international flights, passengers can choose between having their bags delivered or picking them up at the airport, with delivery services available for those with onward destinations.
However, passengers have voiced their frustration regarding the lack of communication and proactive measures taken by the airline. Pauline Karen Macaisa-Concepcion, a passenger arriving on October 21, described her experience on Cebu Pacific flight 5J-561, noting the unreliability of provided contact numbers, extended wait times, and the lack of response from management. She emphasized, “Their inefficiencies have inconvenienced not just me but a lot of people. Ang dami naming ganito ang case. The Cebu Pac people themselves said that this has been the case for 4 days now. Hundreds have been affected na.”
Hannah Obal, another passenger on flight 5J-581 on October 21, echoed similar concerns about the lack of communication. Obal stated, “What annoyed me the most: The lack of communication. Utterly disgraceful. Passengers were left in the dark, with zero warnings about the risk of missing or left bags. No advisory online and they didn’t even bother to inform us at the counter during check in about it.” She highlighted the hours spent waiting for updates and the conflicting information received from Cebu Pacific staff.
Cebu Pacific has not yet provided a timeline for when the technical issues at NAIA Terminal 3 will be resolved. As of now, the airline continues to manage the situation and asks for passengers’ patience during this period.
The San Miguel-backed NNIC took over operations of NAIA since mid-September.
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