Angry, hungry, tired people--all of them. What could have been done differently? We could have been informed--properly and forthrightly -- about the delay, from the moment they knew it would happen. Someone should have come out with a megaphone because the paging system in that departure area is not efficient at all and is mostly drowned out by the deafening noise of humanity and the television sets. Cebu Pacific officials should have ensured that everyone on that flight was kept abreast of what was really happening so that we could have made choices early on. We should have been given options. There were many who were still travelling on from Iloilo to places like Antique. Could they have been accommodated on other flights? Could any of us have been? We waited 6 hours. Surely something could have been done for us in that time. What they don't realize is the manner in which they DIDN'T handle the situation is at the crux of everyone's animosity. We weren't treated like human beings. Though I don't blame the harried airport "runners" who must be so used to this sort of ranting from irate customers but who are also not equipped to handle them (they were already fighting among themselves from the tension), it would have helped if they faced us squarely and told us the truth. Instead, they stopped looking at us. One counter girl just ignored us until Mae said, "Look. They don't even look at us. They don't even bother to listen to us." Then she made an effort to look. But that was all she could do.
They treated us like we were the biggest, sharpest thorns on their sides. No. We were all paying passengers. When they started handing out travel vouchers, others were saying all they needed was a plane to get to Iloilo. "Stop trying to buy us and give us the service we paid for and deserve, " was the message everyone wanted to shout. My heart went out to the mothers and their children who had been there for hours, each child getting whinier, their mothers getting both worried, angry and irritable. At the heart of this issue is a huge question about truth and service--a question that hovers above and beneath our beloved country.
2 comments:
So sorry for this horror story. I hope Cebu Pacific realizes and act constructively on the amount of disappointment and frustration you've experienced with them. And I hope your trip to Baguio will erase the anger and stress. See you soon.
Hi Grace. Ako din. When I read my entry nga, grabe ang galit ko. I wish I could be less that, but there was a baby behind us whose mother had only brought enough milk for a 2 hour delay. Can you imagine? People have become so used to bad service that they make allowances for it. But in this case, it wasn't even enough. I just feel it is no way to treat people. Can't wait to be in Baguio! Whoo!!!
Post a Comment