What are the rights of Filipino senior citizens when they travel?
Airlines commonly provide traveling senior citizens with special privileges to ease their journey, with wheelchair assistance and dedicated lanes among them. There are times, however, when these benefits aren't always given.
A social media user recently shared on Facebook how his 69-year-old mother travelled alone to Manila for her connecting flight to Japan, but she allegedly wasn't given wheelchair and transit assistance in Manila despite his request for both.
What are the rights and privileges of senior citizen passengers when they travel?
Equal access
According to the Civil Aeronautics Board, which regulates commercial air transport in the Philippines, the Air Passenger Bill of Rights has provisions specifically created to ease air travel for senior citizen passengers.
"Air carriers are required to designate at least one check-in counter that prioritizes senior citizens, persons with disabilities, and persons requiring special assistance or handling," Maria Elben SL. Moro, officer-in-charge in the CAB Office of the Executive Director, told PhilSTAR L!fe.
"When the designation of a dedicated counter is not practicable, the air carrier must provide priority handling and processing," she continued, citing Section 10.2 of the APBR.
The same section calls for air carriers "to coordinate with the appropriate airport authorities regarding the use of available equipment, entryways, and aerobridges to facilitate the movement, boarding, and disembarkation of senior citizens, persons with disabilities, and persons requiring special equipment," Moro added.
Per CAB, senior citizens are also to be given boarding priority "when an overbooked flight does not have enough volunteers willing to give up their seats."
There are also discounted compassionate or bereavement fares for domestic flights taken due to the death of an immediate family member. While CAB's Ad Referendum Resolution No. 01 (s. 2019) is not exclusive to senior citizen passengers, it allows a senior citizen who is also qualified for a compassionate fare to avail of either the 20% senior citizen discount or the 25% compassionate fare discount provided by the Resolution.
Required support
Numerous airlines extend wheelchair assistance and priority services to senior citizens.
Passengers may request a wheelchair and assistance from Philippine Airlines during booking. They have to fill out the Disability Assistance Form available on the PAL Help Page. The request has to be made at least 48 hours before the flight.
PAL allows each senior passenger one companion in its Special Courtesy Check-in counters. The airline also provides senior passengers access to special immigration lanes, courtesy waiting areas and seats at the pre-departure area and near boarding gates, as well as priority boarding.
Cebu Pacific gives free wheelchair assistance if a request for it is made no later than four hours before a flight. Only one wheelchair per person will be free of charge, and additional wheelchairs have to be checked in according to checked baggage guidelines.
The airline also offers dedicated lanes for seniors who have requested assistance online either while booking their travel or via the Cebu Pacific app at least two hours before their flight.
AirAsia provides wheelchair service, which passengers can request while booking. It comes with a fee, except for guests holding a valid disability card. The wheelchair assistance can be requested under "Purchases" on the AirAsia app. Arrangements have to be made with the airline's bot assistant AskBo at least 48 hours before departure.
The airline waives the counter check-in fee for seniors.
According to the New NAIA website, passengers needing assistance, such as a wheelchair, should reach out to their airline, which will secure help for the passenger from check-in to the gate. Additionally, upon arrival in Manila, passengers will be met by their airline's ground staff, who will guide them to the Transfer Desk.
Fare discounts for senior citizens are also mandated by law.
"Under the Expanded Senior Citizens Act of 2010, senior citizens are entitled to a 20% discount and exemption from Value-Added Tax, if applicable, on the actual transportation fare for domestic air transport services, sea shipping vessels, and similar modes of transportation, based on the actual fare and advance booking," Atty. Carlo John Pascual told L!fe.
"In addition, senior citizens are entitled to express lanes in all commercial and government establishments," he added. "In the absence of an express lane, priority shall be given to senior citizens."
What if seniors are denied their special travel privileges?
Moro advises aggrieved senior citizen passengers to first forward their complaints to the airline concerned.
"If the concern remains unresolved, they may seek assistance from the CAB Passenger Rights Action Desk at the airport or file a formal complaint with the Board through the Online Passenger Complaint Form at legal@cab.gov.ph or through APBR@cab.gov.ph," Moro told L!fe. Make sure to attach relevant documents, such as tickets, receipts, a copy of the senior citizen ID, and documented correspondence with the concerned airline.
Passengers may also relay their complaints to CAB through its public assistance hotline at 165-66.
The Office for Senior Citizens Affairs division in the city or municipality where the airline's headquarters is located may also receive complaints. If there is no OSCA representative available, senior citizen passengers may elevate their complaints to the Office of the Mayor.
Alternatively, or in addition, senior citizen passengers can also pursue a few legal pathways if the appropriate discounts are denied.
Denial of discounts and tax exemptions can be a violation of the Expanded Senior Citizens Act of 2010. According to Pascual, a senior citizen passenger who is disallowed a fare discount may pursue criminal prosecution.
"A civil action for damages may likewise be filed against the erring establishment or entity," Pascual told L!fe.
Remember to document everything when booking travel with a senior citizen just in case an incident arises where complaints have to be made. Assertions supported by documents present a more complete picture.
