Cebu Pacific (CEB) is actively responding to passenger concerns over baggage delays caused by technical issues at Ninoy Aquino International Airport (NAIA) Terminal 3. The airline is working closely with the New NAIA Infrastructure Corp. (NNIC) to resolve the problem and restore smooth operations as quickly as possible.
According to an NNIC press release issued tonight, both NNIC and Cebu Pacific have significantly increased manpower to expedite manual baggage handling. In addition, alternative systems and protocols have been activated to minimize the impact on travelers. A key part of the long-term solution involves replacing the outdated 20-year-old baggage handling system. NNIC has already procured a new, advanced system, with additional redundancy measures planned to prevent future disruptions and enhance operational efficiency.
During our recent visit to the NAIA Terminal 3, we observed that Cebu Pacific’s check-in counters have been moved from Islands D & E to A & B, which were previously used by foreign airlines. According to an airport insider, this relocation was prompted by NNIC, who suggested that Cebu Pacific’s previous check-in locations near the first door of the terminal’s departure area were contributing to traffic jams at the entrance to the Departure Level. Despite the change in check-in counters, traffic jams leading to NAIA Terminal 3 persist, particularly during peak and rush hours.
An airport insider also revealed that a defective x-ray machine in the baggage handling area underneath Terminal 3’s Arrival section is the main cause of the baggage build-up. This issue has been present even before NNIC took over operations on 14 September 2024, but has worsened in recent weeks.
Earlier today, several legitimate news outlets published online photos of luggage crowding the baggage handling system at NAIA Terminal 3. Later, some online news outlets posted a video, claiming it was provided by NNIC, which indicated that the overcrowding had already been “resolved.” We wonder if that video was taken after the airport’s peak operating hours earlier.
Cebu Pacific has established a dedicated team to assist affected passengers. Domestic travelers are being given the option to either collect their baggage at the airport or have it delivered to their destination. For international passengers, particularly those with onward flights, similar services are available, including delivery to their next destination.
Cebu Pacific appreciates passengers’ patience during this challenging period and remains committed to resolving the issue as swiftly as possible. For any baggage-related concerns, passengers are advised to contact the airline directly for assistance.