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Cebu Pacific required to suspend new business rules following customer complaints

18-Mar-2010 11:07 AM

Philippines Civil Aeronautics Board ordered Cebu Pacific to suspend the implementation of its new “business rules”, which were launched in Dec-2009, as it considers complaints filed by passengers related to the rules (Philippine Daily Inquirer, 17-Mar-2010).  The rules involve stricter procedures on late arrivals and changes on flight plans by passengers. The most common complaint related to the policy of the LCC not to accept passengers who arrive 30 minutes before a flight leaves and to forfeit the tickets of passengers who miss their flights. Cebu Pacific stated that if it is required to remove its business rule, the same should also be applied to other LCCs operating in the Phillipines, particularly Tiger Airways and Air Asia.