A netizen has filed an online complaint against a well-known airline after her 78-year-old father was denied boarding a flight to Bali, Indonesia. According to Diana Natividad, they went through travel tax and immigration smoothly, and immigration staff confirmed that her father's passport was still valid even though it had a small tear.
When they arrived at check-in counter A19, the ground staff noticed the tear and said they needed to send it to immigration in Bali to see if it would be accepted. They were kept waiting for a few minutes, and while asking questions, they received a bad and seemingly emotional answer: “If I lose my job, what will I feed my child?”
Despite the tension, his father got a boarding pass from the senior citizen counter. But while waiting at Gate 102, there was no notice that it had been moved to Gate 111, so they ran there. Upon arriving at the new gate, his father was not allowed to board even though he had a boarding pass and had already cleared immigration.
Because of this, he was no longer able to travel with her. He was left alone and went home disappointed. According to Diana, immigration confirmed again that the passport was valid and there was nothing to worry about. The Cebu Pacific supervisor even called the gate to allow her father to board, but the staff still refused.
In her post, Diana emphasized that the flight might have been overbooked and that the tear was just an excuse. So she reminded everyone: “Take care of your passport. Always take clear photos of each page and don't let anyone leave it. Even if you pass through immigration, the airline staff can still refuse you boarding.”
