I had personally clocked less than a thousand hours of flying — as an airline passenger and I had never experienced having a flight cancelled; though I am a “veteran” of delayed ones.
Yesterday, my worst fear came into life: Zest Air’s license to operate was suspended by the CAAP (Civil Aeronautics Authority of the Philippines) over several safety concerns — and we’re on our way to Cebu (from Manila) via Zest Air.
Me and my team were supposed to take Zest Air flight Z2388 Manila bound for Cebu (MNL-CEB) with ETD 1820H. Since it was a Friday, our team made was at the NAIA Terminal 4 as early as 1500H to avoid the traffic jam. After going through the usual check-in procedures, we proceeded to the Pre-Departure area to have some snacks.
Moments later, the Public Address (PA) System announced that Zest Air flight to Tacloban (TAC) is cancelled. This was followed by a group of passengers bound for TAC were angrily questioning the Zest Air Representative at the Pre-Departure area on why their flight is being cancelled. Then someone from our team overheard that all Zest Air flights are being called — prompting me to check on my mobile for the latest news. Indeed, ALL ZEST AIR FLIGHTS ARE BEING CANCELLED!
First things first: being part of the aviation industry, situation like this should be taken calmly yet seriously. For the part of the airline, they must first prove to the passengers that everything is in order and they are still in control of the situation. Well, I guess in this part, Zest Air (Air Asia Philippines) FAILED … big time!
The airline failed to inform the passengers on what is going on. We are just relying on the Social Media and on the interwebs on what happened to our flights. I calmly lined-up to the counter where we checked-in hours ago, hoping that they will be making an announcement of sort. Well, what the counter staff just did was to take note of the passengers based on the issued (thermal paper) Boarding Pass. I asked what will happen next, and nobody can give me a definite answer. I remained calm. Flight is still not officially cancelled not until six (06) hours after the scheduled ETD (Estimated Time of Departure).
I thought of buying MNL-CEB tickets for the team from Cebu Pacific Air (5J) or Philippine Airlines (PR/PAL), but they will cost me an arm and a leg. So scrap that idea and wait for further instructions from Zest Air.
In a very disorganized manner, passengers at the check-in counter lobby of the NAIA Terminal 4 (T4) were handed with Air Asia Cafe stuffed pandesal (which were cold — temperature abuse!) and a “get your own” system for the bottled water.
Hours had passed. Then came members of the media. Some passengers became unruly and became attention-grabbing monsters in front of the flashing cameras. There was even an old woman shouting that Zest Air is a “scammer” — just cannot comprehend these people. Yes, I know that you badly need to fly and reach your destination, but who wants this to happen without any warning?
Then, just minutes before midnight (and before the six-hour period after our ETD lapses), I got an SMS from Zest Air:
I know that if I will call the number indicated in the SMS, I will just have to frustrate myself more. I just calmly went to the check-in counter and asked for the Duty Manager. Instead, a young lady (looks like an OJT in her late teens or early twenty’s wearing a stick-on MIAA Access Pass) showed herself. I asked where the Duty Manager is, and she replied that she “is” the Duty Manager.
Well … I told her that we’re five (05) in the group and that we’re attending a conference the following morning at 0900H. We need to be in Cebu by 0800H or else, we will have to cancel the event — as we all five (05) are the speakers of the conference, as well. With a serious look on my face, I told her that if we’re to cancel the event, I will have to charge Zest Air all expenses that we had so far incurred in organizing the conference: hotel accommodation, hotel ballroom rental, etc.
She hurriedly called someone wearing an airline shirt, looks more an Airline Supervisor to me. This lady then told me that they will “try” to transfer me and my team to the first available flight of PAL. Looks good. But I “demanded” that our names be written in the manifest in front of me — making sure that she will be true to her promise. The airline staff complied and wrote our names in the manifest, which was later one handed over to PAL at the NAIA Terminal 2. We were then asked to take a seat and wait for our names to be called for our transfer to the PAL Terminal.
Less than an hour later, while I was roaming around the busy terminal, I heard the counter calling out our names. We called their attention to acknowledge the call, and we were advised to proceed at the T4 Exit door. From there, we were taken by Zest Air personnel to the NAIA T2 onboard the “ramp car” (that’s what we normally call service vehicles) together with two (02) more passengers (a mother and her child). At the NAIA T2, we were endorsed to the PAL Counter Supervisor on-duty. Too bad, the first available flight is full already. We had to take the next flight, which departs MNL for CEB at around 0600H.
Finally, we were able to take the 0600H PAL flight to Cebu. Landed in our destination an hour later; checked-in at the hotel, took some shower then proceeded to the conference venue. What an experience!
