1.

The article has given five main reasons why OFWs avoid taking flights from Cebu
Pacific Air. To begin with, delays in flights are the topmost reason for this. OFWs,
especially those who are from provinces in Visayas and Mindanao, often take
connecting flights so if their first flight with Cebu Pacific would be delayed, there
is a high risk that they won’t be able to catch up with their second flight. For
OFWs, whose time are always limited, delayed flights would be the last thing that
they would want to experience. Another reason is the safety concerns. For OFWs
whose health and life are the assets for their jobs and who has already been
exposed to too much risk as they venture abroad, flying in an airline with
questionable safety records should not be one of their options. Their safety
should be the topmost priority of the airlines. Aside from that, comfort should be a
priority in flights, especially in long ones. The non-existent legroom is another
downside. In addition to that, their poor customer support adds to the burden of
the OFWs. Base on the narrative, Cebu Pacific is more of style than substance
as they can only offer dancing flight attendants but not good customer support.
Lastly, overbooking passengers, which often times leads to overcrowding the
planes, is the main reason why OFWs experienced getting bumped off in the
next flights.
2. Responsiveness and Reliability are the topmost service dimensions that Cebu
Pacific airlines lacks. Responsiveness is when they provide prompt service with
willingness which the airline clearly lacks. This can be gauged from the fact that
the help from the plane was virtually-nonexistent during a minor accident. As
what the passenger stateted, there was not one official from Cebu Pacific who
has explained what has happened nor did the staffs even faced them. Similarly,
they also lack reliability as they do not adhere to their promised service. They
pledge on-time flight yet they announce delays and cancellations later on. They
promote piso fare yet there would be hidden charges for luggage and snacks.
They also do not fully disclose that some passengers are only booked as chance
passengers and just bump them off afterwards.
3. I recommend for them to prioritize the welfare of their passengers rather than just
focusing on their revenue and personal gains. As an airline company, they should
focus on offering quality services. In the dimension of tangibles, they should do
their best to make sure that their aircrafts are always in good condition to avoid
mishaps and accidents. Aside from that, leg rooms must also be improve to
ensure comfort. Furthermore, in the dimension of reliability, they should gain
back the trust of their customer and clients by fulfilling their promise in terms of
scheduled take-off and avoiding delayed or cancelled. Additionally, in terms of
responsiveness, the airlines should be able to give prompt services and good
customer support. In times of crisis, such as when the plane skidded off, the
staffs and cabin crew should be well-oriented on what to do and how to support
the passengers. Similarly, they should enhance their service quality by improving
their assurance dimension. It is a must to provide courtesy for the passengers,
especially after a crisis. They should learn to face and explain what has
happened to inform the customers. Lastly, they must enhance their service in the
dimension of empathy by caring towards their customers rather than their
revenues. They must stop overbooking, and in times where they needed to
bump-off passengers to the next flight, they must ensure a hassle-free
transaction.