THE Department of Transportation (DOTr) has ordered Cathay Pacific to explain an alleged passport mishandling incident at Mactan-Cebu International Airport (MCIA) that left a 64-year-old passenger unable to board Flight CX948 to Dubai.
In a Facebook post, the DOTr called on the private airline to submit an official explanation by Thursday, May 1, 2025, regarding the incident that disrupted the travel plans of Maeveline Ann Sulib, who was set to celebrate her birthday with her children.
Sulib, in a phone interview with SunStar Cebu on Thursday, recounted that the incident occurred during the check-in process, when her passport was allegedly torn while being handled by a member of the airline staff last Thursday, April 24.
The senior citizen expressed deep concern over missing her flight, revealing that the stress from the incident led to her hospitalization on Wednesday.
The initial explanation provided by the attending Cathay Pacific manager and agency supervisor at the time of the incident was that the passport became stuck in the machine, which caused it to tear.
Despite the incident occurring a week ago, Cathay Pacific has not issued any official clarification on how or why her passport was allegedly damaged during the check-in process.
Faith, the daughter Maeveline, said that the airline covered the cost of her mother's new passport and offered only a verbal assurance of flight rebooking with no formal documentation or confirmation provided.
In a separate interview, MCIA General Manager Julius Neri Jr. said that airport authorities are investigating the incident and will implement measures to prevent similar occurrences from affecting other passengers in the future.
Cathay Pacific has yet to release an official statement as of press time. (DPC)