This year, I must have logged a personal record-breaking air mileage due to various commitments. I do feel guilty about the increased carbon footprint, and try to lessen it by planting seedlings, minimizing purchases and letting go of wants.
How I wish we already have commercialized renewable jet fuels for aviation purpose. Meanwhile, we are left with no choice but to decide wisely which common carrier has our safety, convenience and welfare foremost in its agenda.
The frequency of the travel has exposed me to best, and unfortunately, also to bothersome practices of some airlines in terms of service and efficiency.
The business of transporting people and goods from one destination to another, although operated for profit, is imbued with public interest. We all should be aware that the principal obligation of a carrier is to transport its passengers safely and comfortably to the agreed destination, whether through air, land and water. It is subject to the laws of the land and regulations of government agencies.
Definitely the convenience and welfare of the citizens should be factored in and rightfully the prime consideration in every decision made especially in cancellation of flights which leave schedules in disarray for many.
In the age of technology where communication can be sent in an instant, why can’t airlines send email or SMS messages in advance when flights are delayed or worse, cancelled? My son had deem it his responsibility to record his complaint with an air carrier when he noticed that his boarding time reflected in the boarding pass was much later than the estimated time of departure of the flight. He was not even informed beforehand nor during check-in about the delay.
From my experience and those of friends as well, when a flight is delayed or worse, cancelled, there is not only a lack of prior notification, but also the absence of a transparent and straightforward declaration from the carrier why it is so.
Some ground personnel have admitted to overbooking, a practice which should not even be tolerated.
With the chaotic haggling and rescheduling of departures, the passenger has to wiggle for a free meal, and wishing badly one is not reduced to begging for something which should have already been considered by the carrier.
Let me share with you what happened to me last week. When I started what was intended to be a day trip to Dipolog to speak about the need for stakeholders to collaborate and contribute to improving our marine ecosystems and implementation of our laws, the farthest expectation was to be a victim of callous mishandling of the feelings of a traveler.
When the flight cancellation was announced, after we have checked in, my companion, Dr. Deng Palomares of the University of British Columbia’s “Sea Around Us” Center, and I opted to make the side trip to Iloilo and Cebu, respectively to reach Manila. We both had pressing commitments that awaited us the morning after and could not possibly stay a night in Cagayan de Oro. While Deng was able to fly to Iloilo, and she had skirmishes as well on the handling of her carry on bag, I was assured that I could take the flight to Manila via Cebu, and given the last flight out, despite my request to take the morning after plane for me to have time to rest. Then, as suddenly, I was told that I had to stay the night in CDO as I could not be accommodated in the plane to Cebu. It was only when I threatened to sue the airline that I was given the boarding pass for that flight to Cebu. Lo and behold when I came in, the plane had several empty seats.
I waited five hours at the Mactan airport, instead of going home, choosing to lessen my already overloaded carbon footprint, and suffering at the extremely cold temperature at Mactan airport, another practice which does not augur well for energy efficiency and reducing greenhouse gas emissions. Then, the announcement of a delayed flight and to wait until 11:30 p.m. for the next update came.
As I was already exhibiting signs of allergy, I decided to confront the manager and demanded for a morning flight which was my original request in the first place. It was immediately given, knowing perhaps the rage boiling within and the tired appearance of its customer. That is not even the end of the story.
Common carriers should not forget that the reason the business exists is to provide utmost standards of care and diligence to the passengers. I cannot help but remember how it was to be at Changi airport, said to be the world’s most awarded airport, where service to clients is a top priority. Personnel are available to be of help to passengers. Likewise, there is an electronic performance monitoring device where customers just press the feedback button in evaluating the standards of service.
Why can’t we have the same feedback mechanisms, when RA 9485, the Anti Red-Tape Act of 2007, an empowering but grossly taken-for-granted statute, requires it from all government agencies?
Another law wilting in the sidelines?
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