Travelers head to their boarding gates at NAIA Terminal 2 on March 8, 2024. Jekki Pascual, ABS-CBN News 

MANILA — The Department of Transportation, through the Civil Aviation Authority of the Philippines and Civil Aeronautics Board, is urging airline staff to perform their duty to check the validity and integrity of passports without abusing their authority to do so.

This comes after a traveler flying to Bali in Indonesia decried Cebu Pacific's decision to bar her father from boarding due to a slight tear in a page of his passport.

The airline explained that the decision was based on supposed advice from the immigration office in Bali that they would not let the senior citizen into Indonesia.

Damaged passport may cause flight denial: Cebu Pacific responds to viral Facebook post

DOTr said the coordination and verification with immigration authorities in Bali was according to protocol but that it has reached out "to validate if they indeed made an assessment that the passenger’s passport would not be accepted."

In a Facebook post, the traveler who complained about the incident said her father may have been refused boarding because the flight may have been overbooked.

She also said that staff may have deliberately tampered with the passport.

"Both CAAP and CAB have likewise been instructed to investigate other allegations of deliberate tampering of passports in some airports," the DOTr said, adding this would not be tolerated if found to be true.

Cebu Pacific has clarified in a Teleradyo Serbisyo interview that it did not mean to spoil the family's vacation and only followed Bali immigration office's instructions. It added that any tear, marking, or damage to one's passport can cause travel issues.

The DOTR also reminded passengers to ensure that their passports are always in good state.

"When in doubt, especially on minor tears, passengers are advised to consult in passport centers of the Department of Foreign Affairs, or with airport authorities," it said.

After viral flight denial, CAAP shares tips on avoiding passport issues

In an interview with ABS-CBN News, CAAP spokesperson Eric Apolonio said passengers must hold on to their passports even when traveling in groups.

He also suggested taking photos of the passport’s condition before handing it over to airline staff or to immigration officers.