Of paradise and perdition: our ordeal flying with Zestair.

UPDATE: I sent this to CAAP, CAB, DTI, DOTC and Mr. Tony Fernandes
I am thankful for the immediate response of all the government agencies I sent this to.
Mr. Tony Fernandes also responded to the complaint.
It was resolved 2 weeks after I lodged my complaint letter.
Zestair thru Airasia called me to apologize for the stress they have caused and even offered to give us roundtrip tickets to any local destination which I refused and never accepted. The apologies made via the phone call and thru email were enough.

Of paradise and perdition, our ordeal flying with Zestair.
This is a complaint letter against Zestair that I would like to share with you.

To give you a backgrounder, I booked a flight via Air Asia Philippines but was diverted to Zestair.
Air Asia is known as a good budget airline company and I have flown with them years ago so I was just happy to book with them again.
I was just surprised that their local flights are via Zestair. I thought the service will be the same if not better.
But it was the worst.

We unfortunately flew with Zestair for the first time last August 14-17, 2013 and we super regret it.
Our flights are as follow: Aug 14 Wed Z2 308 Manila-Kalibo 940AM
Aug 17 Sat Z2 301 Kalibo-Manila 1225 PM

First off, our flight Manila-Kalibo was supposed to leave at 940AM, there was no rain at all but it was moved to 1020AM due to 'aircraft situation'.
We were asked to board the plane at around 1020 AM but left Manila at around 230 PM.
We were inside the aircraft for almost 4 hours. According to the pilot, there was an air traffic in Kalibo.
We were asked to board the plane already, isn't it a cue that any moment we can already fly?
I can accept a 30-minute delay but 4 hours! Inside the plane? That's just plain reckless.
What if something happens outside and we're trapped inside the plane.

And given that situation and since there was no commitment from Kalibo to land our plane,
Zestair should have at least provided food and water but no they didn't provide any.
They said it's not their fault. There should be accountability to the passengers in this case regardless if it's the airlines' fault or whoever's fault.
We're all at the receiving end despite paying on time and in full.
The Koreans were already demanding food and they requested and pleaded to let them go out since they have kids who are hungry already but Zestair did not budge.
We were left with no choice but to wait inside the aircraft until we can. Famished and thirsty at that.

That was just the first ordeal.

Going back, they were already suspended by CAAP for numerous violations.
So on our return flight Kalibo-Manila, all flights have been cancelled.
They sent us a message at an ungodly hour of 1130 PM informing us of the cancellation of our flight while we're having our dream vacation in Boracay.
They gave us a number to call but no one is answering. We left a message on their facebook account but no one is answering.
What can we do at 1130PM? In a place not familiar to us.

We went to the airport earlier because we know that there will be chaos and glad we did.

Since all flights are cancelled, we were transferred to Iloilo airport to fly via PAL or Cebu Pacific.
That was our understanding. No one is quite in charge. There was no explanation or instructions.
We were left alone to check or to ask for what will happen to us. Lines were piling up.
We asked someone from the check in counter about the situation and she said that we will be transferred to Iloilo.

When the bus arrived, they just herded us like cows in front of the Kalibo airport. No explanation again as to who will be the first to ride the bus. A fellow passenger even said that we have to group ourselves into 12 so that we can ride the bus or whatever. Because no one was in charge, we were left hanging in limbo. After what felt like years, we were asked to board the bus (Southwest).

It was a 4-hour bus ride going to Iloilo. We were confident that since they already know the suspension and since they know they have passengers booked with them, they have at least rented/chartered planes or make arrangements with other airlines for the passengers affected and since they have managed to book us a bus to go to Iloilo airport, they have at least already arranged our flight out.
But no! When we arrived at the Iloilo airport, there was no system at all. Foreigners and locals are complaining.
The check in counter was even manned by OJTs at this critical hours!

They listed our names just before we left Kalibo.
So we were at least confident that they would just call our names and bring us to either PAL or Cebu Pacific for booking but again they failed.
They just keep calling our names, lining us up again and again but no arrangements have been made.
We weren't able to eat a good meal because they might call us again.
We had to resort to complaining and voices had to be raised before anything can be arranged.
Imagine from 10 AM until 6 PM, no food or water or anything served to us.
We were dead tired and irritated already but they just ignored us. There are kids and infants. And they don't have any system.
We asked why we were almost last to be booked even if our names are way up ahead. They don't have any explanation just that there are people before us.
We insisted that we came in together and that the list will serve as the priority list since we lined up at Kalibo just before we were transferred here but to no avail.

We just want to be home with our baby. That's what we paid for.
We got our flight via PAL Express only after really demanding and raising our voices that we got our flight out at that time.

Clearly, they have violated our air passenger's right.
First, the right to receive the full value of the service purchased
Second, the right to compensation and amenities in case of cancellation of flight
Third, the right to compensation and amenities in case of flight delay

We didn't get the full value of the service we purchased. We were dead tired, famished, thirsty, drained, stressed.
We lost precious time waiting and waiting and waiting when it could have been spent enjoying our vacation with our families.
We lost money since we had to buy our own food and water which are much more expensive at the airport.
More importantly, the unnecessary stress it has brought us when it could have been prevented if only Zestair would be efficient and competent.
And a little more decent. The last thing we need at that time is incompetent people manning the counters.
The least they can do for tormenting us is to offer at least water or even a pack of cheap peanuts.

Manila-Kalibo: We were cranky by the time we arrived at Boracay at around 6PM when we should have arrived 4 hours earlier.
We were just saved by the amazing beauty of God's creation that is Boracay.
This was supposed to be a stress-free vacation, our 3rd anniversary but Zestair made it like hell.

Kalibo-Manila: We were dead tired when we arrived in Manila.
The thought of seeing and hugging our kid again just saved the day for us.

We worked really hard for the money to buy the airfare so that we can enjoy without the hassle of this kind.
We were never late at the airport. We followed their rules and procedures.
We have the right to enjoy the full benefit of what we paid for.

There has to be justice in this kind of bad treatment and unfair practice from this airline.
There has to be one right?