Cebu Pacific, through its representatives at a recent Senate hearing, acknowledged that its website causes customers to be charged rebooking fees without approval. The air carrier claims it was a “user experience design issue” and has also vowed to fix the problem by the end of July.
The hearing conducted by the Senate tourism and public services committees comes after complaints from passengers piled up due to recent flight cancellations.
Cebu Pacific Website Woes
During the hearing, the Cebu Pacific officer said they were ‘aware‘ of the complaints by the rebooking incidents and claim that it was a ‘user experience design issue‘.
“There is a part of the flow where if a passenger clicks proceed, it commits the changes even before the passenger pays. We recognize that and we are taking that feedback as well,” said Candice Iyog, Cebu Pacific’s Chief Marketing and Customer Experience Officer.
“Depending on when it’s ready, we’re looking at possibly end of July that we will be able to implement this change in the user experience,” Iyog added.
Senator Risa Hontiveros mentioned in the hearing that one passenger was paid PHP 16,000 worth of add-ins after claiming the air carrier’s rebooking option. Meanwhile, some passengers who tried to rebook were made to pay before they could confirm the purchase.
Iyog mentioned that its customer service agents were recently reminded to allow passengers to get back to their original flight or remove accidentally added add-ons.
Ram found his love and appreciation for writing in 2015 having started in the gaming and esports sphere for GG Network. He would then transition to focus more on the world of tech which has also began his journey into learning more about this world. That said though, he still has the mentality of "as long as it works" for his personal gadgets.
