Task Performance

In
Legal Aspects in Tourism and Hospitality

Camela Joyce B. Gacusan

Christian John Dela Cruz
Jessica Malaque
Jomarie Mahinay
Michaella Pineda
Vallerie Kate Tan

Submitted To:
MR. MC ROZZI AGDEPPA
Two company airlines
1. Cebu Pacific
2. Philippine Airlines

° Cebu Pacific – one of the policies of Cebu Pacific in delivery of baggage on time in case of irregularity in
terms of lost, delayed and damaged baggage is the following.

Delayed – Passengers must immediately file a Property Irregularity Report (PIR) within the premises of the
arrival station, if baggage did not arrive in the same flight as the passenger. CEB will provide Php2,000
compensation to the passenger for every twenty-four (24) hours of delay. We will also provide a first need
compensation, if passenger is not a resident at the destination.

Damaged Baggage – Passengers must immediately file a Property Irregularity Report (PIR) while still at the
airport premises of the arrival station, if the baggage was damaged. If damage is proven not to be caused
by regular wear and tear, we will compensate based on the Philippine Air Passenger Bill of Rights or the
Montreal Convention.

Lost Baggage - Baggage that is not found within seven (7) days from date of arrival will be considered lost.
CEB will provide Php2,000 compensation to the passenger for every twenty-four (24) hours of delay until
baggage is considered lost. Compensation is based on the Philippine Air Passenger Bill of Rights or the
Montreal Convention. We will make every effort to return mishandled baggage within twenty-four (24)
hours and will reimburse affected passenger for any fee charged to transport a bag.

° Philippine Airlines
LOSS, DELAY OR DAMAGE NOTIFICATION – Receipt by the person entitled to delivery of baggage without
complaint is evidence that the same have been delivered in good condition. The passenger must report to
the Carrier any lost, delayed or damaged baggage before leaving the airport.
Philippine Airlines is not responsible for any damage due to normal wear and tear such as minor cuts,
scratches, and broken zippers including fragile items and musical/sports equipment; damage to or loss of
protruding parts, including straps, pockets, pull handles, hangar hooks, wheels, external locks, security
straps, or zipper tabs; damage due to improper or over packing; baggage accepted under the conditions of
the Limited Release Tag – including items retrieved or confiscated by airport authorities or security
personnel . If you noticed that your baggage was damaged upon arrival, immediately approach the Baggage
Assistance Counter located at the arrival area and file a report.
Which of the two (2) airlines have a better way of handling such cases
- Between the two airlines I think Cebu Pacific has the best in handling such cases because they give a
compensation that can help passenger to feel at ease at least in the meantime but that all feel the same. They
are also quick to respond in such case so I think that Cebu Pacific has a good approach in handling irregularity
such as lost, damaged and delayed luggage.
Recommendations and Solutions
- My recommendation, for me what I recommend for irregularity is they should immediately verify and confirm
what the case of the travellers and respond quickly because the person who has the case is impatient so in
order to make that person wait, they should give them an assurance that within 7 hours or less they already
know about the lost, damage and delayed luggage they should treat them with care. And last, I think they
should notify the passenger every then and now to ensure that they are doing all they can in order to solve
the case.
- Solution, the solution that I think for such case like lost baggage they should carefully check and tract every
luggage of their passenger in order to avoid this kind of case. And for the damage baggage they should put the
luggage bag in the safe area and make sure that the bag is sealed with protection like a plastic. In case the
luggage bag is damage they should quickly resolve it by repairing it and reimbursement. And for the delayed
luggage they should update or notify the person immediately and compensate for delayed.

Reference:
https://www.cebupacific.com/pages/travel-info/customer-service-plan