Cebu Pacific Air review: Rude conduct by the direct supervisor at cebpac iloilo, and management’s repeated failure to take corrective action

I filed a formal complaint against Mr. Mark Jason Mandilag, Duty Supervisor at Cebu Pacific–Iloilo, for unprofessional, intimidating, and disrespectful conduct toward my mother, OFW passenger Decerie Bornales, and her companion Remelyn Cablas during check-in for Flight 5J468 (Iloilo–Hong Kong) on January 22, 2026.

My mother and her companion politely requested to be seated together despite having separate bookings and expressed willingness to pay if required. Mr. Mandilag allegedly responded dismissively, ignored follow-up questions, spoke in a belittling and mocking manner, and deliberately separated their seats. His conduct caused humiliation and distress, particularly given my mother’s urgent and emotionally difficult circumstances involving a critically ill parent.

In addition, Mr. Mandilag failed to collect my mother’s OEC during check-in, a required procedure that was only corrected later by another staff member.

Mr. Mandilag denied the allegations, disputed the quoted statements, claimed the seats were automatically assigned by the system, and stated that policies were properly explained. His written responses were defensive and accusatory, questioned my credibility, and showed no empathy, accountability, or acknowledgment of passenger impact.

I clarified that the complaint is not about exact wording or dialect but about the tone, manner, and impact of the interaction. I emphasized that his continued lack of ownership and professionalism in his written replies reinforces the original concern. I also stated that this is not an isolated incident but raises concerns about a pattern of behavior that appears to be known internally.

I formally requested an independent and impartial investigation, including CCTV review, an evaluation of Mr. Mandilag’s conduct and suitability for a supervisory role, appropriate disciplinary or corrective action, and a formal apology. I made it clear that I will not withdraw this complaint, will not engage in further direct exchanges, and am prepared to pursue regulatory or legal remedies if the matter remains unresolved.