10 airport ‘injustices’ we are getting used to

AIR passengers are getting used to just tolerating, and forgiving the air travel experiences that are causing unnecessary inconvenience and in some degree is equivalent to injustice. The irregularities are becoming normal and airline passengers have become passive and quiet victims through learned helplessness. As customers of these airlines, that are generating good business, and airports, that we are paying good money for, we deserve better. Besides, air passengers have rights!

 

Good billion airline business

Global airline industry revenues are expected to reach $803 billion in 2023. An inventory of 34.4 million flights is expected to be available in 2023. Passenger revenues are expected to reach $546 billion (IATA).

The domestic market is dominated by the Cebu Pacific group (61 percent market share), followed by the Philippine Airlines group (29 percent), followed by AirAsia (9 percent). Cebu Pacific did not compete with PAL. It used a blue ocean strategy that made “Every Juan Fly” instead of taking ferries.

Philippine Airlines ended 2022 on a high note, reporting an operating income of $297.2 million and a total comprehensive income of $196.9 million for the year ending Dec. 31, 2022. PAL flights achieved an average passenger load factor of 72 percent and flew a total of 9.3 million passengers in 2022.

For this, PAL president and COO Capt. Stanley K. Ng commits to “make good use of our resources to improve our services for the benefit of our valued customers and even more determined to upgrade our fleet, build more connections to key markets and offer improved products and services.” PAL is certified as a 4-star airline for the quality of its airport and onboard product and staff service.

Cebu Pacific Air Inc., (CebPac), while still recovering from pandemic losses, generated gross revenue of approximately P57 billion during the 2022 fiscal year. CebPac returned to profitability and booked a net income of P1.08 billion in the first quarter of 2023. During the period, Cebu Air Inc. tripled its revenue to P20.88 billion.

In 2022, CebPac flew 14.84 million passengers. To amass its 57 percent market share, the airline carried nearly 13.5 million domestic passengers, while international passengers totaled 1.3 million. From January to March this year, the budget airline flew more than 4.8 million passengers.

From bad to worse

If airlines are making billions, why are the air passengers suffering?

This writer is a frequent traveler whose voice, whenever he expresses a complaint, is lost in the wilderness. Here are just some of the unnecessary inconveniences, arranged based on the commuters’ journey, which authorities must address:

– Overcrowded check-in counters operated by outsourced personnel who are not enough in numbers to serve booking volume and lack systematic efficiency and are incapable of quality customer service. Digitalization is not friendly enough to contribute to efficiency and customer engagement.

– Noisy power-tripping “barkers” in terminals who instruct commuters by shouting as if commuters are illiterate morons. It is plain noise pollution and cheap.

– The habitual change of departure gates, which is disturbing to an already overcrowded pre-departure areas. The poor sound system is drowned by the ambient public noise in a poor acoustic setting. This is contributory to delayed departure of a “warm cabin whose temperature will be adjusted when aircraft gain altitude,” as usually announced. This system flaw victimizes senior citizens and physically weak passengers, including parents with children.

– Delayed flights which have become a new normal without explanation is better than “delay of the turnaround aircraft.” Where is justice when a minute of delay in check-in will inconsiderately cancel your reservation in favor of wait-listed passengers in their overbooked flights? But they can make you wait for hours for their delayed flights!

– Poor and delayed meal provisions for delayed flights. The passengers are like beggars queueing for the “ayuda” meal pack, which is not commensurate with the wasted time.

– The single-baggage hand-carried and check-in policy of an airline is sickening. An airline will argue that this is to minimize handling, but when you are willing to pay for another baggage, they are most willing.

– The frequent announcements about the call for checked-in passengers who would be willing to barter their seats for some perks is proof of inefficient overbooking mechanism motivated by greed.

– Non-use of tube access to and from aircraft which makes airline passengers ride an overcrowded bus. Reliable source claims that this is due to cost considerations.

– Mishandling of checked-in luggage, which destroys bags and packages due to obvious irresponsible handlers. And even for travelers of priority class, baggage will come late or slow, and frequently in mixed-up carousels.

– Sanitation issues in security trays, trolleys and poorly maintained comfort rooms.

Passengers have rights

The Philippines has an “Air Passenger Bill of Rights.” This bill of rights is mandated by the Civil Aeronautics Board. Here is an overview of the Air Passenger Bill of Rights in the Philippines based on the Joint DoTC-DTI Admin Order 1:

Air passengers have three major rights, namely, right to be provided with accurate information before purchase; right to receive the full value of the service purchased; and right to compensation.

Air passengers shall not be denied check-in if within the carrier’s cordoned area at least one hour before published estimated time of departure. Check-in counters must be open two hours (international), one hour (domestic), and one counter for passengers needing special assistance. A passenger cannot be denied the right to board aircraft without his consent.

Cancellation at least 24 hours shall notify the passenger and be rebooked or reimbursed at passenger’s option. If less than 24 hours, passengers are entitled to amenities (which may include food and drinks, and hotel accommodation), reimbursements, endorsement to another airline or rebooking without additional cost on the passenger. Reimbursement of the full value of the fare is guaranteed.

Delay of at least three hours entitles the passenger to refreshment or meal, free phone calls and option to rebook or be endorsed to another carrier. Terminal delay of at least six hours attributed to the carrier entitles the passenger to avail rights and amenities for the actual cancellation, additional compensation equivalent to at least the value of the sector delayed.

There are also provisions for offloading, damage and loss of baggage, or in case of death or bodily injury to passengers.

The airway is the gateway to our archipelago. Air travel experience should give Filipinos and tourists more reasons to love the Philippines. As airlines make billions in profits, may they provide convenience that their customers rightfully deserve. And may our government have the willpower to propel change.