Cathay Pacific Under Scrutiny After Passport Gets Damaged at Cebu Airport, Ruining Passenger’s Travel Plans

The Philippine Department of Transportation (DOTr) has demanded a formal explanation from Cathay Pacific Airways following a troubling incident in which a 64-year-old woman’s passport was reportedly damaged by a check-in machine at Mactan-Cebu International Airport (MCIA)—ultimately causing her to miss her flight and derailing her travel plans.

The passenger, Maeveline Ann Sulib, had been scheduled to fly to Dubai on Cathay Pacific Flight CX948 on April 24 to celebrate her birthday with her children. Instead, her journey ended at the check-in counter, when her passport was allegedly torn by airport equipment during the documentation process.

'Punit Passport' Mishap Sparks National Attention

The mishandling of Sulib’s passport has sparked widespread attention in the Philippines, with local media and social platforms referring to it as the “punit passport” incident—the Filipino term “punit” meaning torn or ripped.

According to SunStar Cebu, Sulib stated that her passport was damaged during check-in by an airline staff member. Airport officials later reported that the passport had become stuck in a machine, which led to the damage.

The incident left Sulib visibly distressed. According to her family, she required hospitalisation on April 30, just days after the ordeal, due to stress-related health complications.

Verbal Promises, No Paper Trail

Sulib’s daughter, Faith Sulib, told reporters that while Cathay Pacific covered the cost of a passport replacement, the airline only gave verbal assurances regarding rebooking her mother’s flight—without any written confirmation or formal documentation.

“It was heartbreaking. She had looked forward to this trip for months,” Faith said. “The lack of accountability has only added to our frustration.”

DOTr and Airport Authorities Respond

In an official statement, the Department of Transportation called on Cathay Pacific to submit a detailed explanation by Thursday, May 1, regarding the incident. The agency has also warned airlines and airport service providers that any form of passport mishandling could lead to sanctions, citing the critical importance of protecting personal identification documents.

Meanwhile, MCIA General Manager Julius Neri Jr. confirmed that an internal investigation is underway, and promised that new preventive protocols will be implemented to ensure that similar incidents do not happen again.

Airline Yet to Issue Public Response

As of Friday evening, Cathay Pacific had not released an official statement regarding the incident or the DOTr’s request for clarification. The lack of communication has only intensified public scrutiny and raised questions about the airline’s passenger service standards and accountability.

This latest case has further fueled debate over passenger rights and the responsibilities of airlines when handling critical travel documents. The incident also comes amid growing pressure on airport and airline staff to balance speed with care, especially in busy international hubs.

Wider Implications and Passenger Awareness

In light of the event, airport security procedures across the Philippines are also being reviewed, particularly regarding the handling of passports by check-in and security personnel. Several domestic carriers, including Cebu Pacific, have issued reminders that damaged passports—even minor tears—can lead to denied boarding and canceled trips.

For now, the Sulib family is left waiting—not just for answers, but also for a resolution that ensures accountability and safeguards future travelers from similar setbacks.