transcription blog

This is another blog contribution by MJCTJ, narrating his traveling experience with an airline in the Philippines.

…we should not fall as mere prey to low cost airlines’ poor service and lack of consideration.

On the day of the supposed “surprise,” I alongside my nephew and friends went to the CP Airline airport terminal early to check-in and since we had so much time to spare prior to departure, we lounged around the coffee shop to kill time.  A few minutes prior to departure time, we saw a ground crew with a sign board, doing a last call for our flight.  So we stood up and followed her to the pre-departure area which wasn’t far from where we were at.  Upon presenting our boarding passes, we were stunned when they advised us that we cannot board the plane anymore as it is already less than 15 minutes before departure time . . . to be more specific, we were there about 13 minutes prior to departure time.  We told them that we were just in the vicinity but the ground staff argued that what we say do not matter any more as it is company policy that they close pre-departure doors 15 minutes prior to departure time.  She did not let us in even if the departure exit towards the plane is just a stone’s throw away and had she opted not to argue, we could have been on the plane in less than 2 minutes.  As this transpires, we saw the plane closing its doors and taxied along the tarmac then took off.  We ended up having had to pay for no-show penalties and to pay for much higher fares for the next flight out. And worse, my planned surprise was ruined.  My family arrived there earlier and upon check in, the resort staff advised them of our party coming in later than expected, ergo my family ended knowing that I was there.  As if this is the last of my adverse experience with CP airlines.  On my second trip home, I again booked for a flight with this airline because of its price and arrived at its terminal 4 hours prior to departure time as my plane from Saudi arrived much earlier than expected.  There was an earlier flight available and I asked if I can take this to save time.  Instead of finding ways to accommodate my request, I was told instead to go to the ticketing office to purchase new tickets and cancel my current booking.  Afraid of taking chances considering my past traumatic encounters with this airline, I opted to just wait for my flight.  At this instance, I even made a verbal suggestion on the way terminal fee coupons were stapled on boarding passes i.e. covering the 15 minute notice prior to departure, which caused my first mishap.  Instead of being appreciative of my suggestion, I was told by the ground crew that it really does not matter.  She said that the notice is posted in some areas of the terminal enough to keep the people informed.

Point in question, are fares for low cost airlines too low that the price does not include customer service anymore?  Does paying cheap mean that you have to contend with them foregoing to hear reason and just take whatever their “company policy” imposes to you?  Is paying less means being restricted from deserving more than what is written in your e-ticket?

I say no matter how much or low we pay, we cheapskates still have the right to demand for good service.  Good service comes with having to deserve respect, reasons heard, to be given consideration if the situation allows etc.  It is quite sad that consumer rights are not as pronounced in the Philippines as in other countries but if we assert our rights individually – things may get better.  Besides, these service companies thrive because of what we pay them – no matter how discounted they make it appear.  In hindsight, I have thought for a while that they impose these strict policies to take advantage of people’s minor complacencies i.e. make them pay for slightest mistakes to recoup the cost of the “discounts” they offer.

Low cost fares are offered here and there nowadays and it is inevitable for people to opt for the cheapest, again, amid these economically trying times.  But we should not fall as mere prey to low cost airlines’ poor service and lack of consideration.  We are still paying customers, if they opt to offer it cheap – then that’s their call but it should still come with good service.  Besides, good service does not entail so much cost as respect, reason, and consideration are all intangibles.

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Contact Information:  Not available.

Personal Background: MJCTJ is a bank executive of one of the local banks in Saudi Arabia for the last eight months.  He writes diaries of his experiences during his free time (which is quite rare lately).