Sunday, May 18, 2008

Complaints About Cebu Pacfic

Cebu Pacific
By Melanie T. Lim

IF the problems of Cebu Pacific continue, it is not only because their airline service is unreliable, their customer relations is equally untenable. It is ridiculous for Cebu Pacific Corporate Communications Manager RG Orense to dismiss the complaints of the public. “We can’t respond to complaints based on speculations because people have the tendency to generalize. Complaints must be specific and the person complaining must be identified.” (The Freeman, 05/13/08). What is Orense trying to say? That the public is making up all these stories about getting bumped off because they have nothing better to do? Would Cebu Pacific prefer that these aggrieved parties organize themselves and document their complaints so they can file a class suit against Cebu Pacific? Would these make it real for Orense? Orense further says that the company is open to dealing with customer complaints but suggests that instead of going to the media, passengers should instead fill out a customer service form which they can do online through their website. (Sun.Star Cebu, 05/13/08). I don’t know if I should laugh or cry over this suggestion. Fill out a customer service form? Might Cebu Pacific act on this in this lifetime? Their customer service hotlines don’t even pick up. And in person, we can’t even get the help we need with an “actual” Cebu Pacific employee facing us. About a month ago, I bought tickets online. Because of a booking mistake, I had to get in touch with Customer Service. It took me days to get through and still, no resolution. Alarmed, I visited the Cebu Pacific office to talk to an “actual” employee. I was shocked at the sight that greeted me. People were packed like refugees all the way to the door. It took me ten days to straighten things out. Then, three days ago, I got a call from my bank. I was told that my credit card had been exposed to security risk and that it had to be cancelled immediately. I was informed that my last transaction was online with Cebu Pacific. Perhaps, there are more risks to flying this airline than we think. In a letter to me, VP for Marketing & Product Candice Iyog says, “On the concerns you have raised, we can only respond to those with specific details.” It is this condescending attitude, seemingly company-wide, that continues to raise the ire of an aggrieved public. Instead of seeking to appease aggrieved passengers, Cebu Pacific responds with astonishing arrogance saying unless complaints are specific, they are speculative. Unless you identify yourself, you are a liar. The message is crystal clear. Cebu Pacific DOES NOT CARE about its customers. Or why else would passengers have to prove themselves simply to be heard? Any other corporate entity would jump at the chance to know what they’re doing wrong so they can do right. Well, apparently not Cebu Pacific. Until Cebu Pacific ACCEPTS, APOLOGIZES and ADDRESSES the concerns raised by the riding public, the complaints no doubt will continue to rise. Where corporate responsibility ends, consumer advocacy must begin. This is why media has to step in. (sunstarcebucolumnist@yahoo.com)

2 comments:

antiSosyal said...
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antiSosyal said...
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