Cebu Pacific Air
reviews and complaints

On 18 February, my helper was supposed to be on a Scoot Flight to Clark, Philippines. We didn't realize that the flight was at 4.30 am. We misread the flight timing to be 4.30 pm. As my helper had missed the flight, I approached the counter staff for help and was directed to go to T4 Cebu Pacific counter. We rushed there by taking the bus transfer at T1. When we arrived at Cebu Pacific counter at T4, I approached a counter staff by the name of Hafiz. I explained to him the situation and that it was important for my helper to be on the next Cebu Pacific flight to Clark. He told me to book online as the ticket would be cheaper but as my cell phone could not connect well to the Wi-Fi, I told Hafiz to help me to book online on his laptop. Without hesitation, he obliged. He helped to book the flight leaving at 4.45 pm and even booked the 20 kg baggage weight. Hafiz was extremely helpful, Throughout the process, he was very efficient and calm. I really want to compliment Hafiz for his kind gesture and timely assistance. We need more counter staff like Hafiz. He really made my day. If it was not for him, I just could not imagine how disappointed my helper would be for not being able to go back to visit her family. Hafiz, well done!

I have flown across the world over the past 3 years with luggage and a guitar. This includes flights with yourselves. The general rule is that it is fine to have a guitar and rucksack as long as they are both within the weight allowance. Today that was not the case and I ended up paying 1,680 pesos at Manila airport to take my guitar (hardly worth that) on a domestic flight. That can’t be right & I would ask you to review both for this flight and my upcoming flight from Palawan to Cebu on March 9

Good day Cebu Pacific;

Sir/ Maam, can I request a copy of my boarding pass which I lost for the flight I took under your airline last October 8, 2023 (12:45 AM Tacloban - Manila ) and October 15, 2023 (10:30 AM Manila - Tacloban) with Booking reference number HIMRXG and CLYTJK respectively, or any proof from your office that I boarded for the said flights. This will be used to reimburse the airfare and other traveling expenses in our company. Thank you and I'm hoping for your kind consideration

Heres my personal details:

Name: Jonathan Bormate

Email address: [protected]@gmail.com

name/traveller: Louela Jane Masanit, born 6/17/1997 Jasper Pilegro, born 3/4/1996 flights NOVEMBER 26 2023 Davao-Manila-Caticlan flights NOVEMBER 29 2023 Caticlan-Manila-Davao canceled flights REFUND REQUEST Davao-Manila NOVEMBER 26 2023 flight 5J 964 Manila-Caticlan NOVEMBER 26 2023 flight DG 6245 Caticlan -Manila NOVEMBER 29 2023 flight 5J 920 Manila-Davao NOVEMBER 29 2023 flight 5J 977 Booking reference ENWVVE Dear Ma'am/Sir, pls refund my flight Booking No. ENWVVE (Fare, Taxes and Fees: PHP 8,400.00) to my gcash account number [protected] This was requested by the Cebu Pacific officer to cancel the flights because of the wrong time that Cebu Pacific gave to us. Kindly help us to get this refund, please give us feedback immediately. Kind regards Louela Jane Masanit

This is the 2nd time that I encountered this kind of cancellation with Cebu Pacific. I booked a 12nn flight today in Naga City/Pili Airport so that I can attend a 4 PM event in Manila after my 9 am appointment in Bicol. I received an email of cancellation at exactly 9:06 AM on my way to the airport. What makes the matter worse is that the departure airport is in Legazpi City which is 3 hours away from Naga City. They gave me no other option! Not only I can no longer make the 4 PM appointment, but I also have to spend money on gasoline to travel to a very far airport.

Cebu Pacific needs to be sanctioned for doing this to their passengers. Their customer service is probably the worst in the entire airline industry.

Good morning Cebu Pacific,

Dear Sir/ Ma'am,

May I request for a copy of my boarding pass for the flight I took in your airline last October 28, 2023 from MLA to CGY from your office. This will be used for the reimbursement of the airfare and other travelling expenses.

Booking Reference Number: 5J391

Passenger Name: James Dela cruz Laureto

Route: MLA to CGY(October 28, 2023/ 03:25 PM)

I am hoping for your kind consideration regarding this matter. Kindly send it to my [protected]@gmail.com. Thank you very much, I'll be waiting for your response.

Respectfully,

James D Laureto

I just want to complain about the Cebupac Taiwanese employee at check-in counter 2, who treated us rudely and arrogantly on our check-in flight on October 25, 2023. On October 26, 2023, we were scheduled to depart from Taipei Terminal #1 airport on aircraft number 5J311 from Taipei to Manila at 0130H Gate A3#. She is a Taiwanese Cebupac employee who is between the ages of 25 and 35. Regrettably, I was unable to capture a photo of her, even though, at the time, there were only 4 Cebupac employees, consisting of 2 men and 2 women. I’m hoping you’ll take the necessary action about it so as not to victimize other Filipino tourist and not to affect the integrity of Cebupac services to your customer. Thank you

I am getting in touch with you regarding the ₱4,353.79 missing refund from Cebu Pacific. According to the Cebu Pacific support staff, the money was returned to my Gcash account on May 1, 2023. I've been waiting for this refund for more than five months, and it hasn't arrived yet.

I reached out Gcash support app but ended up closing my ticket without providing a response or a resolution.

Please see below information:

Cebu Pacific Refund Reference #: CPD-[protected]-1M

Refunded date: May 1, 2023.

Gcash #: 09*****5263

Account Name: Lovely Pearl Amorganda

This a hard-earned money, hoping this will return back to me. The response from Cebu Pacific online assistance is always the same. They have refunded it; Cebu Pacific have known issues for refunding funds to the different accounts mistakenly. I am afraid, this may happen in my case.

I have been patience, but it's not yet resolved until this time.

Hi Good day!

I just want to report I book a flight yesterday Sept 5, 2023 (Tuesday) at 7:45pm here at G Business hub, 728 Shaw Blvd. Wack Wack Mandaluyong City for flight from bacolod to manila. when I process it already payment deducted but I don't received any confirmation or reference number from my booking from Cebu pacific almost half hour when the payment is done and yet I don't received any email of confirmation of booking or reference number of booking until now Sept 6, 2023. My email address is mylen.[protected]@cibeslift.com you can direct email me.

Please see attached picture of deduction from my account.

regarless 30 mins ahead the onboarding is the actual flight time

This happened today. 8/30/23

Flight 6.00 am. We arrived 30 minutes early but they say the flight is already close and we did not checked in online. And we cannot get any refund as its good as flyed already

There is no sense of urgency to help get their customer to get in their flight. No effort on their end to assist maybe because we are not VIP. But we paid for this and because of that we have to make another payment to rebook for a flight.

I booked on this airline together with my Mom on Oct 5 2023 Thursday.

All is set including hotels, transport and itinerary then this airline suddenly changed the date to Oct 7 - Saturday. When I opted to cancel my flight - WOW from 137 AUD to 97 AUD refunded!

This is a SCAM! They were trying to EARN the very easy WAY from hard earned money in other words this is a HOLD UP in BROAD DAYLIGHT!

I can clearly understand if the reason of booking is EMERGENCY and CALAMITY!

I was travelling in plane from Manilla to Melbourne On August 13th. First I was shocked to see that there were few staff members who were going through your bags with bare hands, no gloves, no masks, not any other barriers. Then I was body searched and was asked to disposed off sealed water bottles which I bought from airport after security check in. I was told that water will be provided inside the place, free of cost. But I was never given any water or any food inside the place. Also where I was sitting on Seat 45b, We had access to 4 toilets but two were out of order the moment I wanted to use it. Later I wanted to donate 300php FOR CHILD foundation. So Air crew member Jocelline came up with donation bag and asked me to place money inside. THIS is not the first time I was donating money so I knew what to expect. She didnt seat the bag or didnt write anything on it. How do I know if this donation has gone to right hands? I find the whole incident very upsetting as you are denying me to take water on board after security check in, then you are focing me to pay for water as my flight is 8 hours plus it was late then you give me faulty toilets and lastly you dont even seat the donation bag?

Earlier from flight on August 4th was delayed by 0030 to 0440hrs but no one could help me sort out my connecting flight issue. Even at 8pm call center didnt know that flight has been delayed. At airport in Melbourne couldnt do much and in Manilla no one could help me inside the airport, so I had to leave secure area, to find out service desk, had to fight with security guard to get in and then to sort out my later flight at 1500 which was again delayed. Original flight was 0900. Non compensation was offered by any staff member.

I tried to booked a flight last July 7, 2023, but I did not receive the itinerary ticket.

Because I did not receive the itinerary ticket, I assumed that the booking was not successful. I booked again a ticket on July 17, 2023, and I received the itinerary ticket with BOOKING REFERENCE NO.WN4IHX, and my credit card was charged with Php 7,680.96

When Credit card billing arrived, I found that my credit card was charge with an amount of Php8,776.32 on the booking of the ticket that I did not received.

I currently have three reservations under my name with the following PNRs: CWDGYB, UL64JN, and DHPPPG. The passengers listed are WEI JIA CHENG and LI CING LIOU.

I'm encountering a few issues that I'd like to bring to your attention:

The bookings were made through different websites. However, only the DHPPPG reservation is visible in my account associated with the email [protected]@gmail.com. Your system appears to require me to log in using the third party's email, which unfortunately I don't have access to.

Regarding the CWDGYB booking, I received a notification about a change in the flight schedule, along with a request to confirm the change. Initially, I was able to make changes to the departure date using the PNR and my last name while logging in as a guest. I successfully adjusted it to SEP/05. Despite my attempts, I haven't received confirmation for this change, and subsequent attempts to log in as a guest have been unsuccessful. I've attached a screenshot for your reference. As of now, I'm uncertain about the precise departure date.

I've encountered consistent issues with your website's functionality. Pages either don't respond or display as blank, causing significant inconvenience. Even Chatbot Charlie seems to repeatedly ask for my name and email address without providing any substantial assistance.

It's important to note that we will be entering your beautiful country on three separate occasions within a 30-day period. Any inaccuracies in the arrival dates could potentially invalidate our visas.

Could you kindly assist me in linking the CWDGYB and UL64JN reservations to my account under the email [protected]@gmail.com?

Thank you for your prompt attention to these matters.

Feel free to contact me via mobile phone at +[protected].

Dear sir/mam,

I would like to request for an electronic copy of my boarding pass or certification that I have actually travelled on that date which I lost last February 14, 2023 after my arrival at Manila International Airport, Pasay City. I badly needed the electronic copy or certification for my travel expense voucher claim in my office.

Name: NATALIA M. BRILLANTES

Address: BRGY. LANUTAN

Cp #: [protected]

flight date: FEBRUARY 14, 2023

Destination: ILOILO-MANILA

Flight details:

1. FEBRUARY 14, 2023

ILOILO-MANILA

BOOKING NO: RYZYQR

Thank you very much and hoping for your kind consideration.

Sincerely yours,

NATALIA M. BRILLANTES

July 26, 2023 Flight from Bangkok to Clark PI

Captain would not turn off seat belt sigh for the last 2 hours of the flight. The Flight Attendant would not allow the use of toilet. Cause an embarrassing accident. And made a mess on the seat where I was sitting. Do not fly Cebu Pacific ever. terrible service. terrible attitude. worst flight I ever had after 20 years of flying.

My flight was delayed by over 14 hours and we were kept inside the airplane the whole time. The cabin crew and ground crew alike informed me that we will certainly receive an email within 24 hours after our flight regarding compensation, almost 48 hours since that incident no such email has reached me yet.

We were inside the plane and on the tarmac / runway since around 9pm in the evening until we actually departed at 7:49am in the morning! We were inside that airplane overnight with barely any rest and only dewberry biscuits to eat..

Here's what happened...

Storm delay-> boarding & refueling of aircraft> 6th in line to take off> air traffic congestion before take-off due to resumption of flights post storm delay > apparently the plane is at the legal threshold of fuel required before takeoff therefore take off was aborted (WE REFULED BEFORE DEPARTING HOW'D THIS HAPPEN)> plane proceeds to the wrong gate (domestic instead of international) after idling in the middle of the tarmac for around 90 minutes > an apparent engine issue / safety inspection is announced & conducted once we reach the (wrong) gate > we were asked to deplane for the checks to occur but the pilot retracted the request> actual refueling occurs soon as safety inspection is complete> announcement that maximum legal working hours for crew has been reached causing yet another major delay> plane transfers to correct gate (international) awaiting the new crew> hours pass waiting for the swap of the crew -> actual swap of the crews occur -> Preflight checks are conducted & we finally depart at 7:49am, roughly 12 hours since we were originally scheduled to depart! Add this to the fact that my luggage was damaged during handling (scratches on my otherwise pristine bag) and the whole experience was a nightmare. Everything from safety concerns to poor communication to lack of food and rest.. How was any of that okay?

My request to be taken to another flight in other airlines were not honored & when the delays continued until the sun rose, I really began to push to be moved to an earlier flight. To which they said was only available later that evening, and that another airline would not be possible unless it was at my own risk! Meaning I pay... the gall!

My name is Edwin Schaff and am a resident of Pensacola, Florida and would like to ask some assistance concerning a Cebu Pacific travel fund from August 2021. I and my Filipina spouse traveled to the Philippines back in August 2021 and right before we left the United States we were notified by Cebu Pacific that our flight from Manila to Naga had to be cancelled due to the COVID19 problem. I was told that my funds would be put into a travel fund which I could USE op to two years later. Thats OK since we found other transportation to Bichol and completed our travel.

The problem is in Early June 2023, I made some new reservations to travel again roundtrip on Cebu Pacific from Manila to Naga and I did this on their website. In my booking I indicated I wanted to USE that same travel fund for a part of this travel. I selected my "Travel fund" to be used and the difference would be taken from my bank card. About three days after the booking, I got a reminder email from Cebu Pacific and it said that my Travel fund was going to expire in AUGUST 2023 and that I could still take advantage of those funds for travel with Cebu Pacific. WELL I was surprised that my travel fund was STILL INTACT and it was never taken for partial payment. That travel fund amounts to about 7600 PHP, But because of a website malfunction on their part I stand to lose that money. Thats NOT right.. I also understand that Cebu Pacific is under some kind of investigation within the Philippines and would like your assistance if you can help me. It is virtually impossible to contact them by email or telephone. I started trying to email Cebu Pacific over a year ago and never get any response from them, Their entire communications system is by AI a human never is involved.

If you can assist me I will provide specific flight information and copies of emails I sent them, if I can retrieve them. Since I originated them inside their website MY Gmail account does not have any records as SENT messages.

Thank You for your time,

Edwin Schaff