CEBU CITY — The Civil Aeronautics Board (CAB) has directed Cathay Pacific to formally explain an incident involving the alleged mishandling of a passenger’s passport that led to a denied boarding at Mactan-Cebu International Airport earlier this month.
According to the CAB’s official incident report, a 65-year-old passenger was scheduled to board Flight CX948 for Dubai when, during the check-in process, the airline staff allegedly tore the passenger’s passport. The damage rendered the travel document invalid, barring the passenger from boarding the flight.
The passenger further claimed that Cathay Pacific staff failed to provide an explanation or immediate assistance, reportedly proceeding to serve other passengers instead.
In response, the CAB issued a formal directive to the airline to submit a written explanation of the incident no later than today, 1 May 2025.
Transportation secretary Vince Dizon underscored the government’s commitment to upholding passenger rights and safeguarding travel documentation. “All airlines must ensure that no intentional tampering or negligent handling of passports occurs at any point in the check-in process,” Dizon said, adding that airline personnel must exercise their authority “with responsibility and respect.”
The DOTr reaffirmed that safeguarding passengers’ rights remains a central pillar of its aviation oversight policy, particularly in the context of increasing international travel.
