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Cebu Pacific's manager denied a young boy's chance to have an operation in Vietnam

While browsing my Facebook feeds, a post regarding a boy who was supposed to be flying to Veitnam yesterday March 15, 2014 via Cebu Pacific for an operation, was unluckily denied boarding by a certain Mark Rotanel. According to the post, this guy was a manager of the said airline. I read the entire letter and anger suddenly crept in. But I remember, there are always two sides in every story - so it is unfair to right away believe the words of A without hearing the words of B. However, if this story is true I wish he won't see another day with Cebu Pacific anytime soon. His words were uncalled for and very degrading. You can read the entire letter below exactly as it was first posted by Richell de Guzman in her Facebook account.
Mark Rotanel: Photo by Richell de Guzman



CEBU PACIFIC, HAVE A HEART

I just want to rant: Tonight, March 15, 2014 9:40pm. Manager (Mark Rotanel) in front of the counter in manila just shouted at 3 passengers that were going to Vietnam to have their kid operated. Mother was very frustrated because the manager of Cebu pacific shouted that he's the manager and he has the right not to make them fly because he found some defect in the kids p
assport. But the passport looks ok and has little fold. How can that manager be so heartless knowing that the kid will be operated the next day. The mother was pleading if one of the adult be left behind and allow the kid to fly. But the manager just yelled at them and made them move in the side and let other passengers go ahead? then he also said that since the passport has little defect, its not cebu pacific's fault and their tickets will be forfeited because its a promo ticket. what kind of service was that? this is insane and inhuman. I hope those family are ok now. Anyone from Cebu pacific, have a heart!

10:40pm Kid is still outside crying, Manager checked in the mother and she's confused on what to do. This is really what i call power tripping. How can a fellow filipino do this to another weak fellow filipino. Instead of finding ways to solve the problem, the manager cause more problem for the family to be stressed.

10:50pm She tried to ask the manager to rebook since she was denied to enter. but the manager said, since she was already booked and her kid isn't, the carrier thinks she already flew so Cebu Pacific Air can't rebook their flight. What kind of answer was that. Manager's name is Mark Rotanel. Carrier has the right to refuse whoever flies, but i hope not in this manner.

Passport Picture:

I hope that Mark Rotanel learns to be more understanding. He reported Vietman that the passport was detached. is it?? its still fixed. so Vietnam didn't allow them to fly. So the mother asked why did you put detached, do you know the meaning of detached? Manager said "Sorry i don't know how to speak english" making the mother more frustrated because he was being sarcastic. Thank you Cebu Pacific Air for showing us that you will not defend your passenger, even if your passenger will be operated for his life. Soooooooo heartless!

I have video's of how the manager shouting at them. here's his picture.

How's his doctor's appointment now? Will the doctor in Vietnam still entertain them for not showing up? How about the reserved hotels and other things paid in advance? How can someone be so heartless to kill a kids hope to be better.

The manager said to the mother, hindi ka ba murunong magbasa? look at the reminders behind your passport. So confused and shocked the mother didn't check and weakly said "ok". after the incident she checked, It says at the back of all our Philippine passport. "Alteration, addition, or destruction of contents is strictly prohibited. Any unauthorized change will render this passport invalid" -- Now, how can the passport, posted earlier, be invalid if there was no alteration, addition or destruction of content? The passport was clearly usable and is just loose because its owned by the kid. We all know kids could be clumsy, but still the passport is still intact and not altered for bad use.

Please share, maybe one Cebu Pacific officer will have the heart to allow the kid to go to his operation and rebook his flight. And the management will not allow this to happen again, because it could happen to you, to me or to anyone who is helpless like a kid that will be operated.

So there you go, folks. Waiting for the manager's words if he would like to defend himself on this matter. Let's listen to him. He might have reasons as to why he did that.
 

12 comments

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Anonymous
AUTHOR
March 16, 2014 at 10:23 PM delete

Just wondering why the video wasn't uploaded. She did say that she has videos. Why upload just the pic if you have videos?

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Anonymous
AUTHOR
March 17, 2014 at 12:55 AM delete

Well even if the story has 2 sides best of luck to to Mark and the company he represents. He should have not acted that way if it was true. All things can be sorted and should be sorted in a proper way and not by shouting and insulting other people. Having the loudest voice does not mean you are always right. And for the family, prayers and hoping everything will be ok. God bless.

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Anonymous
AUTHOR
March 17, 2014 at 8:27 AM delete

from Cebu Pacific FB page:

CEB Advisory - Mar 17, 2014, 12am:

To those inquiring about JR Pajaro's post, CEB's Guest Services team has already contacted the affected passengers this morning and provided all necessary assistance so they could push through with their flight. We have also contacted Vietnam immigration authorities and arranged for the rebooking of the passengers. We pray for her son's successful operation.

We are looking into what happened and will follow due process. At the same time, we will be in touch with the affected passengers to ensure that their concerns are properly addressed. We sincerely regret the inconvenience this has caused them.

The Cebu Pacific Team

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March 17, 2014 at 9:48 AM delete

Dapat pinapasok nila baka Organ Donor ang Bata... uso panaman bentahan ngayon..

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JBenliro
AUTHOR
March 17, 2014 at 12:00 PM delete

She's probably saving the best for last. Let's just wait.

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JBenliro
AUTHOR
March 17, 2014 at 12:02 PM delete

You're exactly correct on this matter. He could have asked them to step aside for the time being while talking to them nicely. But that never materialized.

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JBenliro
AUTHOR
March 17, 2014 at 12:04 PM delete

It's good Cebu Pacific didn't play deaf this time. Here's my follow up post.

http://www.khonphilippine.com/2014/03/cebu-pacific-provided-all-necessary.html

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Anonymous
AUTHOR
March 17, 2014 at 12:26 PM delete

You guys hire incapable people. Dinaig niyo pa IMMIGRATION s pagdecide wether passengers can travel or not. Sinong trainer niyang hayop na yan? Dapat pati un nag train diyan sibakin. Dahil kung ano ang alam niyang pag manage sa company niyo un ang na orient sa kanya... Ganyang klase ng empleyado ang sisira sa pangalan niyo.

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Anonymous
AUTHOR
March 17, 2014 at 3:32 PM delete

I hope this Mark Rotanel will have a dose of his own medicine. If his children needs medical attention and this happens to him, then that would be the best example of KARMA

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Anonymous
AUTHOR
March 17, 2014 at 5:29 PM delete

Kahit naman na walang medical attention... ang masama he's pretending to be an immigration officer... mas malala pa yung itsura ng passport ko dyan, what if magCEBUPAC ako, they will refuse me to be onboard... I think CEBUPAC need to send him back for training and right conduct... baka may balak syang magapply as immig officer...

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Jeffrey
AUTHOR
March 18, 2014 at 1:37 AM delete

yan ang hirap sa mga kababayan nating nanunungkulan at nagbibigay serbisyo...akala nila na kapag may nangangailangan sa kanila e akala nila ay mga amo na sila at mga alipin ang kausap nila...d ko nilalahat pero karamihan sa atin ito...kakahiya tayo kc sa ating mga kababayan ay ganito ang trato pero kapag nakakita sila ng puti or foreigner e kulang nalang sambahin nila...mga PWE !!!

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Jeffrey
AUTHOR
March 18, 2014 at 1:38 AM delete

yan ang hirap sa mga kababayan natin...inaalipusta ang sariling kababayan pero kapag foreigner eh halos sambahin nila...PWE !!! makarma sana kayo !!!

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Khon Philippine

I'm a full time travel and tourism lecturer at a university in the north who also loves blogging during my spare time. I blog about news particularly in Thailand, personal travel stories, and anything under the sun.