Suggested Public Statement of Cebu Pacific
Dear Mr. Entredicho,
We at Cebu Pacific Air are deeply sorry to hear about the distress and inconvenience you and your family experienced during your recent travel with us. We understand that the situation you faced was far from the high standard of service we strive to provide our passengers.
We acknowledge that the delays and subsequent missed connections have caused significant disruption to your travel plans, especially concerning the non-refundable bookings for USJ and hotel accommodations. We sincerely apologize for the frustration and emotional distress this has caused, particularly to your mother.
Please know that we are taking your feedback seriously and are conducting a thorough review of the circumstances that led to these service failures. We are also examining our internal processes to ensure that our staff is better equipped to handle such situations and provide timely resolutions.
As a gesture of our commitment to customer satisfaction and as part of our service recovery, we would like to offer compensation for the inconveniences suffered. This includes reimbursement for the unused portion of your travel and additional compensation for the non-refundable expenses incurred. Furthermore, we will provide additional training to our staff to improve our service and prevent a recurrence of such an event.
We would appreciate the opportunity to discuss this matter further with you and explore how we can make amends. Our customer relations team will be reaching out to you directly to address your concerns and facilitate the compensation process.
Once again, we extend our heartfelt apologies and hope to regain your trust in Cebu Pacific Air.
Sincerely,
Public Relations Specialist
Cebu Pacific Air
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