Passport gets 'stuck', damaged by machine: Cathay Pacific asked to explain 'punit' passport incident at Mactan-Cebu International Airport

Manila: Hong Kong-based Cathay Pacific has been ordered by the Philippine Department of Transportation (DOTr) to provide an official explanation following an alleged passport "mishandling" incident at Mactan-Cebu International Airport (MCIA), which prevented a 64-year-old passenger from boarding her flight.

In a statement, the DOTr called out the airline to clarify the circumstances surrounding the incident involving Maeveline Ann Sulib, who missed Flight CX948 to Dubai on April 24.

The agency shared the information on social media about Sulib, who had planned to celebrate her birthday overseas with her children.

Sulib told the daily SunStar Cebu that the "mishap" occurred during the check-in process when an airline staff member allegedly tore her passport.

'Passport damaged by machine'

The damage reportedly happened as the passport got stuck in a machine, according to the explanation provided by the on-duty Cathay Pacific manager and agency supervisor.

The experience caused Sulib distress, leading to her hospitalisation days later on April 30.

Travel plans disrupted, verbal assurance

She expressed frustration and disappointment over the disruption of her travel plans.

Sulib's daughter, Faith, told reporters that while the airline paid for her mother’s passport replacement, it offered only verbal assurances of a flight rebooking—without any written confirmation or official documentation.

Airport authorities have since launched an investigation.

Mactan-Cebu International Airport General Manager Julius Neri Jr. told local media that measures would be implemented to prevent similar incidents in the future and protect passenger welfare.

Cathay Pacific has been given until Thursday (May 1, 2025) to submit its formal response. As of press time, the airline has not issued a public statement on the matter.