AS if the New Year’s Day country-wide airport “glitch” was not enough, the sad state of Philippine airports was again exhibited on Monday at the Lio Airport in El Nido, Palawan. An inbound AirSWIFT flight experienced tire failure upon landing in the regional airport (ENI) on January 9. The busted tire scraped and got stuck in the airport’s runway pavement. The accident resulted in the temporary closure of the obstructed runway.
However, instead of immediately towing the disabled aircraft away from the runway, Lio Airport authorities decided to put everything on hold and wait for the arrival of Civil Aviation Authority of the Philippines (CAAP) officials, who were all coming from Manila. Airport ground personnel said they would have to wait for the CAAP officials to conduct their investigation before they could remove the AirSWIFT airplane and patch the runway pavement. Estimated date for the full reopening of the runway was set not later than January 14 — or a span of five long days.
Meanwhile, hundreds of passengers, both local and foreign tourists, were inconvenienced and left to fend for themselves.
Aircraft can simply be towed by tow tractors (usually referred to as “tug”) away from the runway. Does Lio Airport even have tow tractors? Why wait for CAAP officials and prolong the agony of the stranded passengers? Is there no protocol in place for this kind of event?
AirSWIFT’s failed handling
Passengers leaving El Nido on the afternoon of January 9 were not even advised of their flight cancellations. They were surprised when they arrived at the airport, supposedly for the intended flight, and then and there learned that the flights had been canceled. Moreover, many passengers missed their scheduled connecting flights somewhere else. Those who were in a hurry and with prior commitments to catch were advised to go to the Puerto Princesa International Airport (PPS) to avail of possible flights there. Note that land travel from El Nido to Puerto Princesa takes a grueling four to five hours.
Passengers from the January 9 canceled flights were rebooked for January 10 “chartered” flights at PPS. “Chartered” here is not really chartered but “insertions” in other airlines with available seats.
A firsthand account from a passenger revealed that their AirSWIFT flight to Manila was originally scheduled for January 9, 1 p.m. That flight was canceled and then rebooked on a “charter” flight for January 10, 2 p.m.
The January 10, 2 p.m. flight became 5:20 p.m. Subsequently, the 5:20 p.m. flight was canceled and rescheduled to 7:30 p.m., then to 8:40 p.m. Finally, the said passenger was able to board a Manila-bound Philippine Airlines flight at 9:30 p.m.
But, that is not the end of the story. During their hours-long stay at PPS, they were not even provided with bottled water to quench their thirst. Passengers ranted and complained at the AirSWIFT desk before they were provided with food and bottled water. Allegedly, most of the foreign passengers were really loud and some were cursing AirSWIFT’s failed handling of the situation.
To make the situation worse, AirSWIFT did not apprise the travelers of their rights as air passengers. They were just told to get their ticket refunds and book their own flights somewhere else. Those who were not in the know were left on their own and spent substantial amounts of money in order to get out of Palawan.
Some frustrated foreigners even swore that they would never come back to the Philippines.
Chaos was not confined to the Palawan airports. Back at the NAIA Terminal 3, passengers were likewise up in arms against AirSWIFT for the canceled flights bound for El Nido. A certain Jut Phan commented, “F**k AirSwift, poor management skills and no communication whatsover [sic].” Robin Poppins said, “My flight goes this evening too. They won’t respond to emails or calls.” Pete Malupete replied “Fyi the AM flight passengers are still in Belmont Hotel with no word from Airswift.”
One Hochi Abaya was direct to the point. “Awful. Not a single AirSwift official on the ground at NAIA 3. Flight at 2pm and we were told to be at airport 3 hours before. So we arrived at NAIA even before any Air Swift employee did. Worse is when an Air Swift representative did show up they were completely clueless of the situation and offered no help. The supposed manager wasn’t even around till late.” He added: “Horrendous service. Why tell us our replacement flight is at 2pm when you will wait for the the [sic] rest of the passengers to check in beyond 3pm!!!!!”
Air passenger bill of rights
At present, there is no law that governs the rights of airline passengers. Though there are pending bills before the House of Representatives, the one in effect is the Joint DOTC-DTI Administrative Order 1, Series of 2012, known as the “Air Passenger Bill of Rights.” One of the major rights of passengers covered under said issuance is the right to compensation (Chapter IV thereof).
In case of flight cancellations attributable to the carrier, the passenger has the following rights: a) to be notified of the fact of cancellation; b) be provided with sufficient refreshments, hotel accommodation, transportation from airport to the hotel, free phone calls, texts or emails, and first-aid, if necessary; c) be reimbursed of the value of the fare; (d) be endorsed to another air carrier without paying any fare difference; and e) be rebooked on the next flight with available space without additional charge.
If the flight is delayed at least six hours after the estimated time of departure (ETD), the flight is considered canceled for the purpose of making available to the passenger the rights and amenities provided for in case of actual cancellation. Also, the passenger shall receive additional compensation equivalent to at least the value of the flight sector delayed. The affected passenger can also board the flight if he or she has not opted to rebook and/or refund.
In cases of tarmac delay of at least two hours after the ETD, reckoned from the closing of the aircraft doors, the airline should provide the passengers on board with sufficient food and beverage.
Did AirSWIFT respect these rights of the passengers? Well, the CAAP and the Department of Trade and Industry (DTI) should probe this matter at the very least. The Department of Tourism should likewise join the investigation.
Media silence
These chaotic situations at ENI, PPS and NAIA 3 were not even reported in the mainstream media. Are these happenings becoming the norm and everyone is ignoring it? What is CAAP doing about these situations (if they are doing anything at all)?
Mr. President, please do something about this. Or, will you just allow AirSWIFT and CAAP to diminish the potential of tourism in Palawan?
source: manilatimes