AirAsia Zest Logs Highest Number of Passenger Complaints

Low-cost carrier AirAsia Zest has recorded the highest number of complaints filed at the Civil Aeronautics Board from airline passengers in the first quarter of 2014.

Copyright Photo: Angelo Agcamaran/PPSG

According to data from the Civil Aeronautics Board, a total of 199 complaints were filed against local airlines in the first quarter of this year. The complaints follow the establishment of the Air Passenger Bill of Rights that was implemented in December 2012. 

In the first quarter of this year, 87 complaints were filed against AirAsia Zest, followed by 29 complaints against Cebu Pacific, 24 against Philippine Airlines, 18 against PAL Express, and 15 against Tigerair Philippines.

Last year, Zest Air was re-branded as AirAsia Zest, representing its new strategic alliance with AirAsia. The carrier originally operated as Asian Spirit.

The types of complaints received against air carriers included cancelled flights due to network re-alignments, delayed refunds, delayed flights, lost baggage, poor customer service, damaged baggage, and re-bookings. Cancelled flights and delayed refunds were the most frequent complaints. 

The Civil Aeronautics Board is currently working on amending guidelines in the Air Passenger Bill of Rights to address loopholes that have been encountered in the bill's implementation. According to Wyrlou Samodio, Head of CAB's Legal Division, the provisions that require amendment have already been identified. 

"We're going to coordinate with agencies like the Departments of Trade and Industry and of Transportation and Communications and present to them our recommendations to amend the Air Passsenger Bill of Rights," said Samodio. He added that the major areas for amendment would include delays and cancellation of flights where airlines created "excuses."

The Air Passenger Bill of Rights was created in 2012 to protect the interests and consumer welfare of passengers.