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Cebu Refusal of check in for a flight from Cebu to Hong Kong

Discussion in 'Surrounding Areas' started by RR_biker, Apr 16, 2016.

  1. RR_biker

    RR_biker DI Senior Member Veteran Marines

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    On Saturday, April 9, last I had a flight reservation for a Cebu Pacific flight from Cebu to Hong Kong.
    In Hong Kong I had a flight reservation for a connecting flight to my final destination i.c. my home country in Europe.
    On that Saturday I arrived @the check in desk around 5am, so in time to catch the HKG flight with a departure of 6:15am.
    I could not believe my own ears when I was told they (Cebu Pacific) will not check me in for their flight.
    Reason my passport has not the minimum validity of 30 days that is required for HKG.
    I start to explain to the Cebu Pacific check in desk employee, I was not entering Hong Kong but only a transit passenger who will stay within the airport terminal on the air side to go to the transfer desk where I should check in for my connecting flight, get a boarding card and then just wait for boarding. So going through Immigration was completely irrelevant.
    Secondly I told them when I fly back to my home country, the validity of my passport has no minimum requirement of a number of days, as long as it is still valid.
    Second argumentation of Cebu Pacific for their refusal, we have no transit facilities there sir.
    What the f*ck, I don't need transit facilities, I have only one piece of carry on luggage, so after arrival of your flight @the gate I will walk on my own two feet to the transit desk for check in of my connecting flight.
    This discussion went on for more than 45 min. I stayed calm, but inside I was almost exploding for so many stupidity of airlines staff @a check in counter of an international airport. They have no idea what is the meaning of a transit passenger.
    No matter how many times I repeat the situation, they just refuse me, even after calling Manilla.
    So I went to the ticket office of Philipines Airlines in the airport building and buy me another ticket for a flight to Hong Kong operated by Cathay Pacifiv and of course upon check in I was not refused coz Cathay Pacificknows exactly the rules with respect to transit passengers.
    What to do when I will be back in the PH next month May?
    Start complaining again on Cebu airport @the check in counter, showing my boarding pass to HKG for the Cathay Pacific flight and the 2 boarding passes for my connecting flights from HKG to Europe.
    Or better go to the city office of Cebu Pacific in the Robinson Mall @Fuente Osmena.
    Or go straigh to a lawyer to sue Cebu Pacific. After all the new one way ticket I was forced to buy cost me another 22000 peso. So I want Cebu Pacific to refund me that amount because they a have couple of idiots working @their check in desk who has not the vainest idea of rules about international travelling by air.
    Any advice or maybe other members who did face this problem as well will be very welcome.
    One thing is loud and clear the lack of competent staff member and adequate knowledge about intentional rules for transit passengers. working within Cebu Pacific.
     
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    Last edited: Apr 16, 2016
  2. Rye83

    Rye83 with pastrami Admin Secured Account Highly Rated Poster SC Connoisseur Veteran Army

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    I'm guessing that you spoke with a manager and they gave you the same answer? Have you tried calling Cebu Pacific main office yourself about the issue/refund? (Not that I think that will do much of any good.)
     
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  3. robert k

    robert k DI Forum Patron Highly Rated Poster Veteran Army

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    RR_Biker, that really sucks and I would be pissed. I would consider whether it was worth my time to sue CP or if I would be out time and aggravation as well as money.

    If you think it is a matter of principle all I can say is go get them tiger and give you my thanks because this could happen to any of us.
     
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  4. ChMacQueen

    ChMacQueen DI Forum Patron Highly Rated Poster Showcase Reviewer Veteran Army

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    Question. Generally when you book here through a cebu pacific office or a travel agency you need to present your passport. Did you book that way and present your passport and more so potentially book through an in person cebu pacific ticketing office? If so they are very much legally liable. I would first though contact the main office as the ticketing offices and their managers are always clueless. I would also contact their HK office and if their is an HK airport liason or complaint office contact them as well even though you were stopped in the Philippines. But potentially if you get the right person in HK at their airport and say it the right way about Cebu Pacific defrauding the airports customers (after all you were a customer through the airport) that may have a more negative effect on Cebu Pacific wanting to clear up the issue rather then have another negative mark on a major flight destination.

    Cebu Pacific has been hit with temp bans with other countries including the US before because of customers complaining on cebu pacific service pretty much defrauding customers and not just for safety issues which is the usual story people assume.
     
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  5. Jack Peterson

    Jack Peterson DI Forum Luminary Highly Rated Poster SC Connoisseur Veteran Air Force

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    Hmmmmmm so can we take it you will have a new passport when you return in MAY?
    I ask only, that if you do not have the Minimum of 30 days on this Passport for HK now and If you Don't have a new Passport to come Back in On in May, you won't be coming in as it is a Minimum of 6 months validity After your intended stay for Entry to the PI
    It is a weird one I know but I have been caught out at departure Airports before on the Expiry date of my Passport.

    Just Hope it all gets Sorted .
     
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  6. OP
    OP
    RR_biker

    RR_biker DI Senior Member Veteran Marines

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    I did not call the main office of Cebu Pacific, given the fact the answer I got from the supervisor after he did call Manilla and nothing changed the situation as only keep on refusing me from check in.
    I made that reservation on line so no agency or ticket office involved.
    I know pretty well what are the requirements with respect to the validity of a passport.
    Same I did 5 years ago when my passport was also about to expire within a few days from the date I flew from Manilla to Europe.
    No problem of course, but it was not with Cebu Pacific I flew out of MNL
    That's why I opt for this opportunity again because I rather renew my passport while being on holidays in my home country than all the hassle of a domestic flight from Dumaguete to Manilla vice versa, staying overnight in an hotel, local transport from hotel to embassy and more. All in all more cost involved than simply do it @home. Though now that Cebu Pacific refused me another story he he....!!
    While still in the PH, I made an advance appointment on line to renew my passport and already done by Friday last, so when going back to the PH next month I have a new one or else it was impossible even get out of my home country on check in.
    The suggestion to go to the Cebu office in HKG when I will be there next month is worth trying to hear what they will say.
     
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  7. Robboy

    Robboy DI New Member

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    That changed back in July for most. :1cheers:
    Request Rejected
     
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  8. Jack Peterson

    Jack Peterson DI Forum Luminary Highly Rated Poster SC Connoisseur Veteran Air Force

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  9. Robboy

    Robboy DI New Member

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    I put a link to the source but the system blocked it.

    Added image, more countries than shown but the normal ones allowed without a visa. passport info.jpg
     
    Last edited: Apr 17, 2016
  10. Dave_Hounddriver

    Dave_Hounddriver DI Forum Patron Highly Rated Poster

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