I first saw the complaint in Facebook about Cebu Pacific crew; a mother and a kid were being stopped to board on the plane because the passport of the kid as what the manager said it was damaged. The mother begged to have them board on the plane because the kid have a check-up appointment in Vietnam and they need to be there for the child’s health. The manager shouted at them and said he have the right to stop them because he was the manager. The mother went to the Airport Authorities to file a complaint and to check if the passport can really not be accepted, but the Airport Authorities told them to go to DFA, the DFA then told her that it was not damaged. The Cebu Pacific investigated the incidence and suspended the said manager.
Yes, we are concern about our passengers safety as the Cebu Pacific said that the staff just want to make sure if the Vietnam airport will accept them or not. But we don’t have the right to yell at any passenger even if they have faults or not, customer service should still imply even if the customer is already mad at you. Be nice even you are in the authority.