Dear Jaime Bautista, with all the due respect I take this opportunity to write you about what happened today at the airport in Manila, after our flight had to return to Manila due to bad weather at Busuanga (USU) airport. Ground staff send us to Counter E23 and 24 with the option to reschedule our flight to Sunday, 27th or get refund. When we arrived at the counter the staff said there are no available seats and that a replacement flight would not be provided. There where roughly 80 people on this flight, most of them tourists with already paid bookings on the Island. In our case since we are four people there were earliest seats available on Tuesday, which in the end we took out of no other options. 1. Your staff lied about the wheather forecast, we checked and the wheather forecast was fine for the next day. They said there will be no flights going out on Sunday 2. they said there are no flights at other airlines, just because they did not want us to help to rebook to other airlines. we found out that other passengers got flights at other airlines on SUnday 3. When we asked for a print out to confirm the rescheduling of our seats to tuesday they refused, they said they have no printer - finally after really getting upset, the lady got up went to the office corner and got a print out. 4. there was no assistance for finding hotels or place to stay overnight. our kids are 6 and 10 and we did not expect to need a hotel, so we hurried to get a hotel for the night, so we do not have to spend the night at the airport.
We understand that wheather is not controllable sometimes, but what your staff was doing to us, was mainly ruining the start of vacation and also costing us a lot of money, since we now loosing three nights already paid at the hotel, plus the nights we have to pay for hotel in Manila. This will sum up to a financial loss of roughly 1500 Euro. You let your customers pay the price that you are not willing to pay, not even share!!!!! Imagine I would have been willing to pay a little extra for a flight the next day to try to go to Busuanga instead of beeing stuck in a big city and your stuff could have given us a solution instead of half of the time ignoring us.
The service attitude of your staff was an embarrasement for your airline and of the country. we have always been treated to nicely and welcome and now this. Thanks for your kind time and consideration
