I was reminded tonight of something that happened about 20 years ago. My wife and I had booked a flight to the Philippines. Because we were traveling together, we naturally booked seats next to each other. I would think that’s pretty common. We booked the seats together on the same order, at the same time.
When we got to check-in, we were told that one of our seats was no longer available and we wouldn’t be able to sit next to each other during the flight. Mind you, we had selected our seats during booking. They were guaranteed seats. I argued with the check-in clerk for a few minutes but eventually we didn’t want to delay our flight and wound up taking the flight sitting separately.
That was the last time we flew Cebu Pacific.
When you guarantee seats on a flight to your customer, you should honor that. Ten years later, I would still never book a flight on that airline again.
Some things stick with you. When you promise a customer something, you should deliver on that promise. Amazon comes to mind. You order something and you get it. If it doesn’t arrive or it arrives broken, they refund you with little to no questions, so they get happy customers and repeat business. Cebu Pacific promised us something and then told us to get fucked, so we will never use their airline again.
