Wednesday, March 19, 2014

Cebu Pacific: No excuse for supervisor's behavior


MANILA, Philippines — Cebu Pacific on Tuesday said it imposed sanctions on its ground supervisor who prevented a sick 12-year-old boy from boarding a flight to Vietnam last Saturday.
"We recognize that in Mr. Ratonel’s discussion with the passenger’s mother, he may have been too firm in explaining the matter to the family," Cebu Pacific said in a statement.
"There is no excuse for this behavior and CEB has taken administrative action against him for this. Details of the administrative action are confidential as a matter of policy and cannot be made public," it added.
The company, however, also recognized that Ratonel followed standard procedures in disallowing a passenger possessing an allegedly damaged passport from entering another country.
The supervisor sent a notice and a photo of the passport to Vietnam immigration to inquire whether it will allow the boy's travel documents. Vietnam replied that the passport could not be accepted, Cebu Pacific explained.
"Mr. Ratonel believed that had he allowed Mr. Palileo to board the flight that evening, he would have been deported by the Vietnamese immigration authorities. This was confirmed when the family arrived in Vietnam last Sunday, with CEB personnel assisting them all the way from arrival until immigration," the statement added.
The airline also upheld its staff's decision, but said that his handling of the issue was not acceptable.
The boy, accompanied by his mother and grandmother, was scheduled for an urgent medical treatment in Vietnam. He is suffering from a congenital deformity.
"Moving forward, we will remind all our front liners and the CEB family in general to always be at their best in any situation. We aim to serve and this incident will inspire us to be even better," Cebu Pacific said. - Camille Diola

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