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Cebu Pacific

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50 views

Cebu Pacific

Rating CP

Uploaded by

alyaaldaba
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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CEBU PACIFIC AIR

Our Mission
Our mission is to provide passengers with safe, affordable, reliable, and fun-filled flights. We do
this through the following service guarantees:

● Safety is our top priority in everything we do.


● We commit to provide trademark low fares.
● We will provide the widest network of flights in the Philippines and continue to expand
our international footprint.
● We will be accessible to customers 24/7 and will respond to concerns quickly.
● We will exert all efforts for flights to depart on time.
● We will be upfront with available choices, if we make changes to flights.
● We will keep our customers informed by providing regular updates.
● Customers will fully receive the product or service they purchased, according to its
advertised features and benefits.
● We will serve with the Best of the Filipino Spirit by having a positive attitude towards
work and our customers.
● We welcome customer engagement and encourage customer feedback as a path
towards continuous improvement.

Our Vision
Cebu Pacific is internationally renowned as the most successful low-cost carrier in the
Asia-Pacific region.

Our Commitment
To fulfill CEB’s mission, we will follow these service operating principles:

● CARE. We will treat every customer as our partner who we would like to care for and
build relationships with, for the long term.
● ANTICIPATE. We will anticipate the needs of our customers and follow-through on our
promises.
● UNDERSTAND. We will listen carefully to understand our customers’ needs in order to
better respond and serve.
● DELIGHT. We will seek opportunities to delight customers in every interaction.
● RESOLVE. We will resolve the customer’s concern at first contact.

5 Negative Feedbacks
1. Hidden fees and charges
2. Poor customer service
3. Flight delays and cancellations
4. Safety concerns
5. Baggage handling is unreliable, leading to lost luggage.
Solution or Policies
1. Hidden fees and charges
● Transparent Pricing: Advocate for clear and upfront pricing on the
website and during booking processes to avoid surprises.

● Review Booking Details: Before confirming a booking, carefully review


all charges and fees listed to ensure transparency.

● Contact Customer Service: If you encounter unexpected fees, reach out


to Cebu Pacific's customer service for clarification and resolution.

● Share Feedback: Provide feedback to Cebu Pacific about any hidden


fees experienced during your booking process.

● Check Terms and Conditions: Familiarize yourself with Cebu Pacific's


terms and conditions regarding fees and charges to avoid
misunderstandings.

2. Poor customer service


Cebu Pacific Air offers solutions for poor customer service through its 24/7
customer care. Customers can reach out via Charlie the Chatbot on their
website, Facebook Messenger, or mobile app. Additionally, they can submit
feedback through the guest feedback form.

3. Flight delays and cancellations


A multifaceted strategy including several stakeholders, such as airlines, airports,
regulators, and passengers, is needed to address aircraft delays and
cancellations.
In order to minimize traffic and increase efficiency, start by improving the
infrastructure. Work with the relevant authorities to finance improvements to the
airport, increased runway capacity, and updated air traffic control systems. The
second is operational efficiency, which is achieved by implementing streamlined
procedures for crew management, maintenance, and flight scheduling. This will
improve performance and reduce disruptions. Weather forecasting comes in
third: improve your forecasting skills and create thorough backup plans to lessen
the impact of bad weather on aircraft operations. The fourth is Proactive
Communication: Establish effective channels of communication to warn travelers
in advance of delays and cancellations, and to offer support and clear
instructions for rebooking. Lastly, there's Regulatory Compliance and
Collaboration, which involves making sure that aviation rules are strictly followed
and encouraging cooperation with authorities in charge of air traffic control,
industry partners, and regulatory organizations in order to solve shared issues
and raise system performance overall.

4. Safety concerns
As stated on the Mission of Cebu Pacific Air, “safety is our top priority in
everything we do.” Thus, it is very important for them to provide safe, affordable
and reliable air travel for everyone.
To address the safety concerns of the passengers, here are the initiatives
or policies Cebu Pacific Air may implement to enhance their safety protocols:
● Invest in Training Programs: Provide training programs for pilot, cabin
crew, and ground staff. This will help in ensuring the strict adherence to
safety protocols. This includes emergency drills, regular simulations and
inspections.
● Enhanced Maintenance Practices: Implement thorough maintenance
schedule and procedures for aircraft. This will ensure that the aircraft are
in best condition for safe operation.
● Compliance with Safety Regulations and Standards: Work closely with
regulatory authorities and ensure compliance with safety regulations and
standards. This will help them to identify areas for improvement and will
ensure the alignment with the industry requirements or standards.
These initiatives will help them in fulfilling their mission and maintaining the trust
and confidence of their customers.

5. Baggage handling is unreliable, leading to lost luggage.


To address situations where passengers' luggage may be mishandled,
leading to lost or delayed baggage, it is crucial to implement new procedures and
technologies. These initiatives aim to enhance baggage handling efficiency and
reduce the occurrence of lost luggage.
To improve baggage handling efficiency and reduce the incidence of lost
luggage, Cebu Pacific Air could implement several specific procedures and
technologies, including:
● Baggage Tracking System: Implement a comprehensive baggage
tracking system that allows passengers and staff to track the location of
luggage throughout the journey, reducing the risk of lost luggage.
● Improved Baggage Sorting: Use automated baggage sorting systems to
ensure that luggage is quickly and accurately transferred to the correct
flights, reducing the risk of mishandling.
● Baggage Reconciliation: Implement rigorous baggage reconciliation
procedures to ensure that all checked baggage is properly matched with
passengers on each flight.

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