Reference no: EM133089485

Direction 1: Five Reasons to Avoid Cebu Pacific Air

Read the story of Cebu Pacific Air and answer the questions below it.

Being the most preferred airline in the Philippines when it comes to cost-effectiveness and value, Cebu Pacific has earned a name for itself in the industry. However, overseas Filipino workers or OFWs should caution themselves before taking a flight.

There are a number of bad tales that may spur you to pay the extra cost just to stay safe and get to your destination on time. Here are some reasons to avoid the Philippines ' largest airline.

Flights get delayed

There was a time when passengers choose Cebu Pacific flights because of their on-time flight pledge. But that's history. A growing number of flights are now delayed due to several factors, including lengthy security checks and weather disturbance. There are plenty of times when flights get delayed due to several reasons like problems in the aircraft systems and equipment, too many airplanes from the company scheduled for the day, and booking problems. For OFWs with limited time and who wish to get to destinations promptly, this is a cautionary tale.

People can have their flights delayed by a few hours or completely canceled. Cebu Pacific needs to improve the way it accommodates too many passengers. Since the airline and its investors may be more concerned about volume ticket sales, schedules can get compromised. OFWs have limited time to be with family and delayed flights are among the last things we want to experience.

Safety concerns

High-profile mishaps like the June 2 flight in Davao and another one in Manila two weeks later exposed safety concerns when flying this airline. Authorities are looking at human error as the cause of these accidents. For OFWs whose lives are already at risk as they venture out of their comfort zones and are exposed to illegal recruiters, human traffickers, and corrupt airport staff, flying in an airline with questionable safety record perhaps due to overworked flight crew or lack of maintenance checks is an insult to injury. If we look back in history, its 15 years since that ill-fated Cebu Pacific flight 387 that crushed Mt. Sumagaya and killed 99 passengers and crew members, questions still remain.

Non-existent Legroom

The seats in Cebu Pacific airplanes have been readjusted to accommodate more passengers, so only those near the existing as well as the front rows enjoy adequate legroom. It is very. Tall people usually hit their knees on the seat in front of them and others feel very claustrophobic throughout the flight. While passengers may endure this for a short while on domestic flights, we can only hope that wide-bodied aircraft will be used for long-haul flights in the Middle East. For OFW, who wish to treat themselves a comfortable ride, maybe this is not the way to go.

Poor customer support

In the aftermath of the 5J971 flight whose plane skidded off the runway at Davao's Francisco Bangoy International Airport, there was an apparent lack of coordination from the flight crew, ground staff, and overall crisis management team, if the airline has one. Passengers were not informed of what's going and flight attendants were allegedly unable to advise passengers what to do. And when weary folks inside the cabin were able to get off the plane help from the airline was virtually non-existent. Passenger Menard Dacono, 26, a business development manager working in Singapore, said when they reached the airport, not one official from Cebu Pacific faced them.

Customer support should not only be extended to people who buy tickets or rebook their flights. They also include miss flights because of delays and passengers who suffer for what's been identified as errors of the carrier. We can only guess Cebu Pacific is more of style than substance when it comes to customers and its infamous dancing flight attendants were good enough only for a show and a total failure during times when they're expected to perform their duties.

On and by the way, just because you're enjoying the Piso fare doesn't mean you're getting the flight on the cheap. You have to pay for snacks, luggage and if you're careless when booking online, you'll have to pay for your seat or make an unintended donation.

Overbooking

Many OFWs experience getting bumped off from the flights because they were never informed that they were only booked as chance passengers. Many discounted tickets have a clause hidden in the fine print, giving the airline the right to remove passengers if the plane gets overcrowded. The problem starts from the time the company books more people than what the aircraft can accommodate to ensure that all flights are full. Even when there's government order, a defiant Cebu pacific vowed to appeal the decision and threatened to raise its fares if it fails to get a positive outcome

Questions:

1. What are some of the reasons OFWs avoid taking their flights using Cebu Pacific airline? Explain your answer.

2. What particular dimension/s in service quality is lacking in Cebu Pacific Airline? Discuss them. 

3. What improvements will you recommend to Cebu Pacific Airline to become saleable to OFWs? Describe your recommendations.