CebuPac questioned over lack of wheelchair assistance for senior

“CEBU PACIFIC, ANO PO ANG NANGYARI?” he began.

His mother was originally booked on Cebu Pacific flight 5J 320 from Legazpi to Manila, scheduled to arrive at 7:20 p.m. She was supposed to connect to Japan Airlines flight JL0078 from Manila to Tokyo at 11:25 p.m.

The Cebu Pacific flight, however, was diverted to Cebu due to weather conditions. It later continued to Manila but, according to Bachiller, arrived at around 11:30 p.m.—after his mother’s international flight was scheduled to depart.

“I completely understand that weather disruptions happen, and I am not blaming Cebu Pacific for the diversion. If the weather is unsafe, safety should always come first,” he wrote.

His concern, he said, was “what happened AFTER the diversion.”

Bachiller said he repeatedly informed Cebu Pacific personnel that his mother was 69, traveling alone, required wheelchair assistance, and was carrying two checked bags weighing 24 kilograms each plus a carry-on.

He also asked the airline to coordinate with its Manila team and, if possible, endorse his mother’s situation to Japan Airlines.

A screenshot accompanying the post shows a Cebu Pacific chat support response confirming that “a wheelchair assistance request has been added to the passenger’s booking” and that airport personnel would be available to assist her.

But Bachiller claimed that when his mother reached Manila, the promised assistance was nowhere to be found.

According to his account, she was told that she could request a wheelchair after getting off the airport shuttle bus.

“Pero paglabas niya, WALANG WHEELCHAIR. WALANG CEBU PACIFIC STAFF NA NAG-AABANG. WALANG NAG-ASSIST SA KANYA,” he wrote.

Afraid of being left alone, his mother reportedly followed the other passengers to baggage claim, where Bachiller said fellow passengers eventually helped her with her luggage.

She later found chairs where she could sit and get some sleep while waiting at the airport.

“Imagine this: A 69-year-old woman, traveling alone, exhausted, carrying two 24kg bags plus a carry-on,” he wrote.

His mother also missed her Japan Airlines flight. Bachiller said that when the family contacted the airline the following morning, they were informed that her ticket had been classified as a no-show and was non-refundable under its conditions.

The family consequently purchased another last-minute ticket to Japan.

Bachiller said he was in Bicol at the time and ultimately booked a 6 a.m. flight to Manila himself so he could assist his mother, along with a return flight to Legazpi later that day.

He is now asking Cebu Pacific to explain why wheelchair assistance was allegedly unavailable despite the family’s prior requests and why there appeared to be no coordination upon his mother’s arrival. He also questioned whether Japan Airlines had been properly informed about the disruption.

“Ang kinukuwestyon namin ay ang lack of assistance, coordination, and proper handling after the diversion, especially for a 69-year-old senior citizen traveling alone,” Bachiller wrote.

“My mother deserved better.”

Cebu Pacific has since responded to Bachiller’s post, saying it was reviewing the incident with the relevant team.

“We understand your concerns, especially regarding your mother’s experience while traveling alone,” the airline wrote in a comment.

“Please be assured that we are already looking into this matter with our relevant team to review the details and assistance provided.”

Cebu Pacific added that a member of its team would contact Bachiller “shortly to discuss the matter and provide further assistance.”

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