Picture for illustrative purposes only. EXPAT MEDIA

A 64-year-old Filipina bound for Dubai missed her flight after her passport was allegedly damaged by a Cathay Pacific staff member during check-in at the Mactan-Cebu International Airport (MCIA). The incident occurred on April 24, just days before Maeveline Ann Sulib was set to reunite with her children in Dubai and celebrate her birthday on May 6. According to Sulib, her passport initially failed to scan three times at the check-in counter. After a staff member took it for further inspection, it was returned visibly torn at the section showing her photo. “She went to immigration, so we waited. When she returned, she said, ‘Call your child because you won’t be able to fly.’ That’s when I broke down,” Sulib told SunStar Cebu. Cathay Pacific staff reportedly explained that the damage occurred when the passport got stuck in the machine. Both the staff member and the airline’s manager apologized and cited a scanning machine malfunction. The incident sparked an investigation by the Department of Transportation (DOTr) and the Civil Aeronautics Board (CAB), who ordered Cathay Pacific to submit an official explanation. Meanwhile, the Mactan-Cebu International Airport Authority (MCIAA) has requested an incident report and launched its own inquiry. “We are assessing and will make proper corrective actions,” said MCIAA General Manager and CEO Julius Neri Jr., who added that they have already contacted the Department of Foreign Affairs to fast-track Sulib’s passport renewal. “To prevent similar incidents, we are looking into staff retraining, equipment evaluation, and exploring the use of more reliable tools,” Neri said. “There could be a lot of factors involved… What we determined is, it was not intentional.” Sulib’s daughter, Faith, who is based in Dubai, said the incident ruined their plans to celebrate her mother’s birthday. It also caused her mother “pain and anguish,” leading to her hospitalization on April 30 due to high blood pressure. “It is concerning and alarming if they simply say it was unintentional and do nothing about it,” Faith said. While the airline reportedly promised to cover the cost of a new passport and rebook the flight, Faith said they have yet to receive formal documentation or confirmation from Cathay Pacific. Transportation Secretary Vince Dizon urged all airlines to treat travel documents with utmost care and to exercise authority “responsibly and respectfully.” ICA/Expat Media ALSO READ: NAIA bans security staff from handling passports
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