MANILA, Philippines - The Civil Aeronautics Board (CAB) is investigating the complaints of Ninoy Aquino International Airport Terminal 3 (NAIA 3) passengers for the delayed and overbooked flights on Christmas day.
"We are still looking at the confusion yesterday and today. We are still looking at the facts," CAB Executive Director Carmelo Arcilla said.
The long lines at the check-in counters of a local airline caused some passengers to miss their flights, according to a report aired on television.
Some passengers who bought plane tickets in advance were not allowed to board.
Airport decongestion and inclement weather a day before Christmas resulted in flight cancelations, according to an airline official.
Arcilla noted that the industry practice on overbooking flights is around 10 percent but some airlines overbook because of passengers who do not show up.
According to the rules of CAB, passengers are entitled to 100 percent value of their ticket, on top of the new ticket, once a flight is canceled.
"A passenger who is overbooked and cannot be accommodated has to be offered certain compensation," Arcilla added.
The CAB is looking into issuing an order to prohibit overbooking during peak periods such as Christmas holidays.
"Overbooking is not an everyday practice. Like during the holiday season, there's no reason to overbook because your hands are already full. On what we know, airlines would hardly overbook during peak periods," Arcilla explained.