Denied boarding over torn passport was standard procedure — CebPac

Cebu Pacific has addressed a now-viral social media post alleging travel mismanagement after an elderly passenger was barred from boarding a flight to Bali, Indonesia, due to a torn passport.

In an interview with dzBB on Thursday, 24 April, Cebu Pacific spokesperson Carmina Romero clarified that the airline had followed standard protocol and stressed that there was no intent to ruin the passenger’s vacation or deny boarding without reason.

“Hindi siya panghaharang. Ito ay parte ng normal process ng pag-check ng travel documents,” Romero explained, referring to the incident involving a passenger who was denied boarding due to a small tear on his passport.

(“It’s not a blockage. This is part of the normal process of checking travel documents.”)

The controversy began after Facebook user Diana Natividad posted on 22 April that her father was not allowed to board Cebu Pacific Flight 5J279 bound for Bali on 15 April. She said the family was blindsided when the ground staff flagged a barely noticeable tear on her father’s passport, ultimately stopping him from flying.

“It was a tiny tear, barely noticeable, likely just from normal wear and tear due to frequent traveling,” Diana wrote. “This whole ordeal caused emotional stress, unnecessary expenses, and ruined what was supposed to be a special family trip. We are calling for accountability. Cebu Pacific needs to do better.”

Romero, however, said that checking the condition of travel documents is now part of the airline’s responsibility following guidance from the Bureau of Immigration.

“Immigration has transferred their responsibility of checking passport and visa validity to the airline. That’s why, upon initial check-in, we assess if the passport is active, not near expiration, has the proper visa if required, and is physically in good condition,” she said.

Romero also shared that the Bali immigration authorities had already flagged the passenger and instructed Cebu Pacific not to allow him to board.

“Even if a passenger clears local immigration, once the destination country says ‘not okay to board,’ we have to follow that directive,” she added.

“Sabi sa kanila, sandali lang at iche-check namin, but based on her account, lumipat sila ng counter. Eventually, the Bali authority identified them and reaffirmed that boarding was not allowed,” she said.

(“They were told, ‘Just a moment, we’ll check,’ but based on her account, they moved to another counter. Eventually, the Bali authorities identified them and reaffirmed that boarding was not allowed.”)

Romero emphasized that this was not the first time a damaged passport has caused issues at boarding.

“This is not a first time. Nangyari na ito kasi maraming nadadali na sa damaged passport,” she said. “Wala kaming intensyon na manira ng bakasyon. Kaligayahan namin ay maidala sila nang maayos kung saan sila pupunta and we do this out of concern for our passengers.”

(“This is not the first time. This has happened before because many people get caught with damaged passports,” she said. “We have no intention of ruining anyone’s vacation. Our happiness comes from getting them safely to their destination, and we do this out of concern for our passengers.”)

Romero also noted that the airline has not yet been contacted directly by the passenger involved, making it difficult for them to verify all the details of the viral post and respond officially.

“Hanggang ngayon, hindi pa rin nakikipag-ugnayan sa amin ‘yung pasahero kaya rin hindi kami makapaglabas ng statement,” she said.

("Up until now, the passenger still hasn't contacted us, which is why we can't release a statement.")