Cebu Pacific crew defends self against angry passenger

A member of the Cebu Pacific ground crew defended herself against an angry passenger who made her the reason why he didn't catch his flight.


In a Facebook post dated October 5, Kimby Cabanilla explained her side after a certain Zigcarlo Dulay demanded on Twitter that she be fired from her job. The traveler complained that he was unable to attend a screening in Isabela.

Cabanilla, a customer service agent at Cebu Pac's airport terminal kiosk, said she followed procedures and did everything she can to get Dulay on board the plane, which includes calling the flight controller to ask for permission.

She said the passenger approached at 0906h (9:06 a.m.), just 14 minutes before the departure of Flight 5J 196 at 0920h (9:20 a.m.).

Clause 1 (numbers 6 and 7) of Cebu Pac's "General Terms and Conditions of Carriage of Passengers and Baggage" state that:

“Check-in deadline” refers to the point in time before the published ETD on or before which a passenger must present himself to the airline check-in counter not less than forty-five (45) minutes before such ETD. The check-in deadline shall be determined by the Airline and may be changed from time to time.

“Check-in period” is the time when the airline’s check-in counters open to accept and process passengers checking in for their flights and closes not less than forty-five (45) minutes, before such ETD. The check-in period shall be determined by the Airline and may be changed from time to time.

Dulay has deactivated his Twitter account.