I admit online transactions are convenient and fast; and who doesn’t want fast and convenience service?

However, what happens when something goes wrong with your online transaction? Naturally, you call the company’s hotline and ask for assistance. Fine. But what happens next is a little worrisome. This is what happened.

I booked a couple-friend a Cebu Pacific Air flight to Cebu early last week. The online booking went smoothly. However, when I printed the e-ticket, I noticed a typographical error in the last name of the husband. A little panicky, I called the airline’s hotline. I got connected to Ms. Ala in Cebu.

Ms. Ala told me what to do, and then said something like it would be the discretion of the check-in counter to honor the correction. I hesitated and asked, “You mean there’s a chance they won’t accept the correction and refuse the passenger?” Then she repeats, “It’s the discretion of the check-in counter guys. But I’m sure they will.” They should, I thought to myself!

Anyway, I complied with Ms. Ala’s requirements, that is to email/fax two valid IDs of the husband. She gave me two email addresses of Cebu Pacific and a fax number. The fax didn’t go through because after the fax tone was an error message. I tried twice. Same error message.

A few hours after, I called their hotline again to check if they got my emails and if I got the correct fax number. I couldn’t get through. I wasn’t able to try again that day, because after 5 tries and still failed, I had to attend some pressing matters in the office. I was getting worried because the couple was set to fly the following day.

In any case, I prayed that Cebu Pacific got the emails because they didn’t return anyway. But the thing is, there was not even a reply to that email as some kind of acknowledgment. No word, nothing. What I did, I just gave the wife a copy of what I submitted to Cebu Pacific, just in case.

So, the following day, I was jolted from sleep early because of worry. The couple was set to take the 10:10AM flight. I prayed that everything would be ok. From 7AM to to 12NN, I was a bundle of worried nerves. Then at around 12NN, the wife sent me a text message saying they landed Cebu and were now being ushered out by Plantation Bay well-wishers. “Very nice!” she said. I heaved a sigh of relief and thanked the heavens!

That’s not the end of the story. In the afternoon of that day, the two emails I sent Cebu Pacific returned with the message, “Delivery to the following recipient failed permanently…”

My suggestion: If you have an online business (e-commerce), please make sure that your emails and contact numbers are working well as support.

I’m writing this so that other customers will be guided. There had been not so-good experiences with Cebu Pacific already. I hope they shape up.

*Image from Stock.Xchng