The Cebu Pacific Air is looking into the reported pilferage involving a female passenger who claimed that she had lost computer laptop and other belongings upon arrival at the Ninoy Aquino International Airport over the weekend.
Airline officials refused to reveal the name of the passenger but said that “we are investigating the baggage incident involving a passenger who flew via Cebu Pacific Flight 5J113 (Hong Kong-Manila) last April 14, 2018.”
Reports showed that the passenger flew via another airline from London to Hong Kong, where she retrieved her luggage prior to checking in for Flight 5J 113.
“As such, we are coordinating with ground handlers at the Hong Kong International Airport to trace the handling of the passenger’s baggage from the time she arrived in Hong Kong,” the Cebu Pacific Air said in a statement.
The airline said that after checking in for Flight 5J113 in Hong Kong, the passenger’s baggage was placed inside a Unit Load Device or baggage container and secured aboard the aircraft.
“CCTV security footage showed that the ULD arrived Manila intact, with the passenger’s baggage inside. CCTV footage further showed ground personnel loading the baggage on the carousel with the lock still in place,” it stated.
The incident went viral with more than 70,000 shares on social media.
The government recently appealed to air travelers to report first to the proper authorities when problem arises at the airport before posting their complaint to social media to avoid false accusations from the public and put the government and the country in a bad light.
It also asked the passengers to be more mindful and make sure about circumstances surrounding the loss of personal belongings inside the four terminals of the airport.
“Posting one’s experience in social media even before seeking help will not solve the problem, especially if the complaint pertains to tampered bags or belonging. The issue must be reported right away to the airline and there should be no reason for the airline not to act on it,” said MIAA general manager Eddie Monreal.
He said the MIAA also has security and police desks in the terminals that people can approach for assistance.
“We should realize that in the end, our country’s and our Filipino people’s reputation are at stake,” the airport chief added.
Monreal asked the passengers and the other airport users to be more careful of their belongings even when they are in a hurry.
On the issue of baggage theft, Monreal said MIAA is committed to putting an end to pilferage incidents with the recent security enhancement measures they have adopted.
He encouraged passengers to read their Contract of Carriage (ticket) with the Airline, so they will know their rights as passengers.
Air Passenger Rights includes right to compensation for damaged or lost luggage, but with limited insurance coverage, depending on their airline ticket. For valuables beyond the regular insurance coverage, additional insurance premium may have to be paid to cover valuables declared.
Air travelers should also file a written report regarding their complaints directly with the Airline concerned, immediately while still in the conveyor area, or within seven days from arrival date. The Airline will then investigate on the report, and will reply to the passenger as soon as possible.