“The goal is to bring the government close to the people, to make public service available at the fingertips of the stakeholders, not only the passengers but also the airlines,” CAB executive director Carmelo Arcilla said in a speech during the recent launch of version 2 of the Air Passenger Bill of Rights (APBR) mobile application.
He noted that full access to information through the mobile application allows passengers’ concerns to be addressed and facilitated better.
The mobile application is part of CAB’s digitization initiative that started years ago with the aim of taking advantage of technology in providing public service.
Arcilla noted that “modesty aside, the CAB is at the forefront of digitization, integrating digital technology in public administration.”
The first version, launched on October 4, 2018 and developed by Dynamic Outsource Solutions 1, Inc., included these features: the complete text (both English and Filipino versions) of the APBR, information on the Rights to Compensation on Cancelled and Delayed Flights, CAB APBR contact details and secondary numbers of the Passenger Rights Action Desk (PRAD), and the 24/7 chat box.
Version 2 now includes flight information and a direct link to airlines’ websites, allowing the public to view flight information using just one platform. While flight information for all airlines operating in the Philippines can be viewed, the direct link to airlines’ websites currently includes only those initially participating. These include Air Juan, AirAsia, AirSWIFT, Asiana Airlines, Cebgo, Cebu Pacific, EVA Air, Philippine Airlines, Royal Brunei Airlines, and Skyjet Airlines. Arcilla said more airlines are going to join and that hopefully all airlines will be on board the program.
Through the mobile application, users can also contact CAB or the various PRADs at all Civil Aviation Authority of the Philippines (CAAP)-operated airports in the country, and chat directly with an APBR agent. Using the application, which can be downloaded through Google Play Store, requires internet connection, however.
Moving forward, Arcilla said, the goal is to integrated CAB and sister agencies CAAP and Manila International Airport Authority on a one stop-shop platform.
Aside from launching version 2 of the APBR mobile application, CAB last December 21 also celebrated the sixth year anniversary of the APBR, which provides passengers full, clear and accurate information of the services offered by air carriers and the terms and conditions of the contract of carriage, protection from being bumped off, and right to compensation in case of cancelled or delayed flights.