The Department of Transportation (DOTr) has ordered Cathay Pacific to submit an official explanation following an alleged passport mishandling incident at the Mactan-Cebu International Airport, which reportedly led to the denial of boarding of a senior passenger.

According to a report by the Civil Aeronautics Board (CAB), a 65-year-old passenger was scheduled to board Cathay Pacific Flight CX948 bound for Dubai on 24 April 2025.

During check-in, the passenger’s passport was allegedly torn while being handled by an airline staff member, rendering it invalid for international travel.

The passenger also claimed that the airline’s ground personnel offered no explanation or immediate assistance following the incident and instead proceeded to attend to other passengers.

In response, the CAB ordered Cathay Pacific to provide a formal explanation of the incident by Thursday, 1 May.

Transportation Secretary Vince Dizon reiterated the government's directive for airlines to prevent any intentional tampering with passengers’ travel documents. He also reminded airline personnel to exercise their duties with “responsibility and respect,” especially when verifying the validity of passports.

The DOTr continues to monitor the case and has committed to upholding passenger rights amid growing concerns over airport service standards.