Cebu Pacific Air
Reviews and Complaints

Complaint about Ground Staff named "Fi". She was very rude to us and thought she was better than everyone else. I tried to politely ask for her name but all she can say was her name was Fi. She said, going in front of the cue did not make a difference, of course it didn't I would have even given her 10 mins of my time, if only she was respectful and polite. But she was this arrogant of a person who thought she was better than anyone else.

I would like to file a complaint against your staff named Lakmali Dinusha who works in Cebu Pacific Air as ground staff. While we were checking in, she was treating us as if we are not customers. She has a strong hate for Filipinos. It is discriminating and she is a racist. I even heard what she said with her colleagues "Firipinjin kirai" which means she hates Filipinos. And We could see and feel that because of how she speaks. She has a bad attitude and she is very rude. I could not believe Japan has a staff who has that kind of attitude. As far as I know, Japan has a very high standard for hospitality and service and other passengers including me do not think she deserves to be working as a Ground staff in Japan. No matter which airline you are, people in Japan has values and that woman does not have value or respect. She could not even explain the information in a proper way. She rolls eyes, and tell me to do things like she is my boss? Why can't she tell me in a nice way? Do you tolerate employees like this? I have been traveling to Cebu Pacific many times going to Philippines from Japan. And I have seen her many times and this is the only time I'm submitting a complain because her attitude is too much. She deserves to be kicked out or fired as a Ground staff or even in Cebu Pacific. She does not deserve to be working in A filipino airline if she hates filipinos because it is common sense that your customers will be filipinos if you work for a filipino airline. It is unacceptable. I am disappointed with the service of your staff. In the philippines, we take pride and the staff of Cebu pacific air are very nice. I could not believe a country like Japan would hire a staff as rude as Lakmali Dinusha.

Name: DIOSAFEL C. DIAZ
Address: BUHANGIN, DAVAO CITY
Agency: DEPARTMENT OF SOCIAL WORK AND DEVELOPMENT
Cp #: [protected]
Email ad: foxikc.[protected]@gmail.com
Flight date: november 4, 2019
Destination: davao to manila
Flight date: november 10, 2019
Destination: MANILA to DAVAO

BOOKING REF: DDNJHM

Sir/ma'am:

Greetings!

I would like to request for an electronic copy of my boarding pass which I lost last november 10, 2019 after my arrival at DAVAO airport. I badly needed the electronic copy for my liquidation in my office.

Hope to hear from you the soonest.

Thank you very much and hoping for your kind consideration.

Sincerely yours,

DIOSAFEL C. DIAZ

Dear Sir/Ma'am

May I request for an electronic copy of the ff. boarding pass/travel records which was lost after arrival at NAIA from Tuguegarao, Cagayan last October 06 2019. We badly need a copy for our travel expense voucher claim in our institution, Research Institute for Tropical Medicine.

Name: IRINEO RAYOS
Address: Civic Drive, Filinvest City, Alabang, Muntinlupa
Contact Number: [protected]
Flight Date:October 06, 2019
Destination: Tuguegarao Cagayan To Manila

FLIGHT DETAILS
DATE: October 06, 2019
TIME: 10:40 AM
CGY-MNL via 5J505
seat 26D
TransID: [protected]
Booking Reference Number: X9P65L

You can email me through [protected]@yahoo.com
Thank you so much for your kind consideration.

Warmest regards,

Edrienne Myenna Magat

Sir/ Maam, can I request for a copy of my boarding pass for the flight I took or any proof from your office that I boarded for the said flights. This will be used for the reimbursement of the airfare and other travelling expenses.

Booking Reference Number: YKKQJK
Passenger Name: Joniryl V. Cabiting
Route: DVO-CEB (5J 602) (Sept. 3, 2019, Tue / 11:10 AM)
CEB-DGT (DG 6519) (Sept. 3, 2019, Tue / 06:10 PM)

Booking Ref. Number: IF6P3G
Passenger Name: Rosendo R. Campos
Route: DVO-CEB (5J 602) (Sept. 3, 2019, Tue / 11:10 AM)
CEB-DGT (DG 6519) (Sept. 3, 2019, Tue / 06:10 PM)

Booking Ref. Number: HM9QVR
Passenger Name: Rosendo R. Campos & Joniryl V. Cabiting
Route: DGT - CGY (DG 6537) (Sept. 6, 2019 / 06:15 PM)

I am hoping for your consideration on this matter. Thank you very much

Respectfully,

JONIRYL V. CABITING

Dear Sir/Ma'am,

I just want to ask for a copy of my boarding pass with the following details.

Name of Passenger: Ms Jennifer C. Gonzales
Booking Reference: IFS1YW

1. Manila to Cagayan de Oro City
September 22, 2019
Flight 5J 391

2. Cagayan de Oro City to Manila
September 24, 2019
Flight 5J 348

You can send it thru email [protected]@gmail.com

Hoping for your positive and immediate response to this request

Thank you.

Sincerely,
JENNIFER C. GONZALES

These guys let my wife and I come into the country with a total of 14 kg carry on... 10 for me and 4 for my wife. But when leaving they insisted that we make the bags equal weight, even though my wife has severe scoliosis... They made a big scene out of it with security and all, knowing full well that we're just going to shift the weight back after passing security. It was a lot of commotion over nothing and very frustrating.

Dear sir/mam,
I would like to request for an electronic copy of my boarding pass. I badly needed it for my liquodation of my travel as demanded by my office.

NAME: NICHOLE LUISE ALAMILLO
CONTACT NO.: [protected]
NAME: JOSEFINO TORBELA JR.
CONTACT NO.: [protected]
FLIGHT DETAILS:
BACOLOD TO CEBU MARCH 5, 2018 18:00
CEBU TO BACOLOD MARCH 7, 2018 16:40
BOOKING NO.: XEY7MJ

Thank you very much and hoping for your kind consideration.

Sincerely yours,
Nichole Luise A. Alamillo

Our company called Cebu Pacific Customer service to ask for some information possibly to re-route the flight of Pamela Comia, Mike Comia, Dennis Dante and Leonara Dante they are originally booked from Naga to Manila and we plan to change it to Legaspi to Manila, we called your customer service to look for the best option for them, Our Secretary was the one handling the phone call talking to your customer service guy but and I was there beside her listening and also giving instructions. he gave marose some options, schedules and for the one we picked he informed that there will be an additional cost for the re-booking, upon learning on this I told marose to inform your customer service guys to hold it first because we will ask first for the approval from Pam and her company since that is an additional Php 16, 000 plus to pay for the re-routing so we called Pam and informed her about the additional fee for the re-routing, while I was talking to Pam over the phone your guy was telling Marose the additional payment can be paid thru credit card and Marose even ask if it can be paid thru bank deposit and you guy informed Marose yes as long as the bank deposit will be paid and settled before 11am that day, he even gave Marose a reference number for the re-routing just in case it push thru but after my conversation with Pam we informed your customer service guy that we will NOT continue with the re-routing and will stick with original flight which is from Naga to Manila at 11am since it will be expensive to add Php 16, 000 just for the re-routing, but to our surprise when Pam and her company was trying to board for the said flight, they were informed that their scheduled flight was re-routed to Legaspi and the flight that was scheduled earlier already left the airport so they didnt make it, Our complain is first we clearly mentioned to your customer service guy that we will not pushed thru with the re-routing since its to expensive he DID NOT MENTIONED during the conversation with marose that he already change the flight schedule and new schedule must be followed we clearly emphasis that we will stick with original flight so All the while we thought and we knew the original flight was still active first because we clearly informed your customer service guy that we will not continue with the re-routing and second we did not pay for the additional Php 16, 000 for the re-routing thru credit card or bank deposit clearly we did not make the 11am CUT-OFF as mentioned by your customer service guy. And now we need to pay a new booking for Naga to Manila paying additional Php 29, 000 form the original flight which Pam, mike and friends just they can go back here in Manila and loosing their Money in the original flight

I travelled from Siargao to Manila.

As we were about to board our flight on the 24th October, the guy said that they needed to take my carry on luggage as the flight was full. He reassured me that my luggage will be ready for pick up in Manila and that we didn't need to do anything in cebu.

Flight number: 5J582
Flight reference number: TK3CHK
Passenger details: Benjamin Morrison & Krystal Kate Tancinco
INTERCEPTED TAG #: [protected]

I have been calling 02 8556 4687

I have been speaking to numerous people yet they weren't able to give me much information about my luggage, they claim they have been calling me, but my phone hasn't been ringing at all, ( I suspected that they don't know how to contact my international number)

I have been advised today that CARLO MANALILI did not approve my delivery request, i am in awe that i even had to request my luggage to be dropped off to where we are staying.

This has disappointed me, and i will definitely not be recommending cebu pacific, we are flying 130 people from australia to manila for our wedding in march next year, i can assure you we will make sure not to fly with your company. This has truly been an appalling service!

I have been waiting for a call from the 24th of october, it's now the 27th!

We are on holidays from australia and leaving on saturday, you better deliver my luggage TODAY!

You need to call me as soon as possible on +[protected] as i will be taking this to social media by the end of today.

Krystal & Ben

oct 16, 2019
between 11:30am to 12:00 pm
reference FC8YYS
i called the customer service line because of the card getting turned down, which i understand coz of possible fraud. i just wanted some help in making sure what i was sending was right and complete so i can continue booking using the corporate card coz i book all flights of all our employees using the CFO's credit card
but i had the worst experience with your
customer service rep named
TONY
he is not helpful at all
very mean
very rude
very unprofessional
and very disrespectful
i know the company doesnt want to be reflected with these kind of rude employees
please make sure this is reviewed and this employee gets coached properly.

Dear sir/mam, I would like to request for an Electronic Copy of my Boarding Pass which I lost last September 14, 2019 after my arrival at Iloilo City International Airport.

I badly needed the electronic copy for my travel expense voucher claim in my office.

Name: Edward Joseph L. Reyes
Address: Zone 3 Calumpang Molo, Iloilo City 5000
Cp #: [protected]
flight date: September 14, 2019
Destination: Legazpi-Manila & Manila-Iloilo (Connecting Flight)

Flight details:

1. September 14, 2019
Cebgo Flight 6194 (Legazpi-Manila)
Cebu Pacific Flight 455 (Manila-Iloilo)

BOOKING REFERENCE NUMBER: VLDESH

Thank you very much and hoping for your kind consideration.

Sincerely yours,

Edward Joseph Reyes

My first complaint concerns the website. I wished to book package for 1 out of 3 passengers. Naturally i chose "flight and baggsge" rather than "flight only". I did not want flight only so that was not an option.
Despite this, I was given no option to choose which passengers required luggage and was given no option to choose 1 person baggage only. The site charged me for 3 persons baggage despite never asking me.
I called customer service and spoke to Ruby. She refused to give her surname. She refused to give any identifying information. I asked her to assist in fixing the booking problem . She stated that she was unable to help and i asked to speak to her supervisor. After almost an hour, it became clear that no supervisor would not be called . She then stated that she was unable to help and stated that she had escalated the call she ended the call.
I called back and spoke to MJ. She initially indicated that she would try to help but it became clear that, like Ruby, she would not be able to do so as it was against Cebu Oacific policy. She escalsted the call also. i asked for reference number for the escalation and was refused. I asked for reference number for the call to MJ and was refused. I was told that providing such details was against company policy.
I asked to speak to MJ's supervisor and was eventually put tthrough to Renz. I tried, repeatedly to explain to Renz what the oroblems were but he insisted on continually interrupting me. He was rude and even complained that i stopped him interupting me. I becane angry and voices were raised. After 2 hours wasted in which i was not listened to, i had had enough.
It was clear that Renz was not able to do his job. He showed no empathy nor any interest in listening to me.
I am surprised that any company operating in this manner is allowed to operate in Australia. Hopefully Cebu Pacific will act to resolve this matter before the matter is referred to Consumer Affairs Victoria.

Cebu Pacific canceled my flight from Hanoi to Manila. with the new proposed flight, I would miss my connecting flight from Manila to Busuanga. cebgo performs this flight and is booked separately. cebgo is a subsidiary of Cebu Pacific, right? Can you then rebook the cebgo flight so that I can reach the flight? The customers care is unable to answer any questions or questions will not be asked.

Hanoi-Manila With Cebu Pacific Air 5J745
Reference code : G86N3L
10 jan 2020 01:20 AM - 05:40 AM

Manila-Busuanga with Cebgo DG6043
Reference code : IJRQJX
10 Jan 2020 10:50 AM - 12:10 PM

I hope now I can finally be helped. Greetings Daniel Bode

[protected]@yahoo.com

I am Gabena E. Caacoy, adult (Jan 30, 1994)

I already sent you a request letter last week September 23, 2019 and until now i haven't received yet your reply from my request. I've been waiting since then.
I am requesting for a copy of my boarding pass and/or list of passenger during my travel on September 3, 2019 from NAIA MANILA TO BACOLOD CITY. As I've said we have the same seat number with my colleague Ms. Judith Paredes and we consulted the Flight Attendant about it, the flight attendant got our boarding pass trying to resolve after few minutes unfortunately she only returned the boarding pass of Ms. Paredes because she carelessly lost mine.
Upon arrival, we approached the Cebupacific ticketing office to reprint us a copy of boarding pass but was referred to check-in counter and they cannot provide me a copy and yes it caused us delays and inconvenience considering that it wasn't my fault.
I would like to favorably ask again the management to help me retrieved my boarding pass as soon as possible and provide me a list of passenger because this is very important to support my travel liquidation to LGU - Ormoc City.
Let me put here my flights details for you references;
Name of PassEnger: GABENA E. CAACOY
Date of travel: Tue 03 Sept 2019, 11:55
Destination: Manila-Bacolod
Flight 2, 5J-487,
Reference no. HE2FTM
Please reach me out thru my email [protected]@yahoo.com.
Hoping for your positive and immediate action for my concern. Thank you and God bless Cebu Pacific.

Hi Ma'am,

I would like to request for certificate of travel for the following persons:

1. Manalo, Diomedes B. (MNL-DVO, DVO-MNL)
2. Santos, Lee Robin A. (MNL-DVO, DVO-MNL)
3. Pelagio, John James N. (MNL-DVO, DVO-MNL)
4. Macayan, Christian R. (MNL-DVO, DVO-MNL)
5. Baylosis, Arche T. (MNL-DVO, DVO-MNL)
6. Dexy Manalo (MNL-DVO, DVO-MNL)
7. Justin Delos Santos (MNL-DVO, DVO-MNL)
8. Hermogenes de Jesus (MNL-DVO, DVO-MNL)
9. Fiona, Joyce Abanilla (MNL-DVO, DVO-MNL)

Their flight took place last August 2018. The Certificate is a additional requirement to be submitted to The City Government of Davao.

Kindly send it to my email account. [protected]@gmail.com

Thank you very much!

-Laica Mallorca

Maelody Layne Yap
Getgo #[protected] (original) and #[protected] (dummy)
Bday 03-19-97

I had a problem with changing my email so I signed up another dummy account with getgo. Unknowingly, it also created another getgo no. So when I booked a flight, the points were in the dummy account and I did not received an email in my original email account. This was what happened to my booking no DK9QQH. The problem is I forgot the email and password coz it was just a dummy one. I can't access my itinerary so there would be no way for me to know in case of any changes in flight schedule. I also need to add baggage for the other passenger.

For now, I want your company to merge these accounts to my original email which is [protected]@yahoo.com. Please reply as to how this will be reconciled.

The incident happen when we arrive In iloilo international airport this October 1, 2019 at around 9:15 in the morning. Me and my boyfriend who's a local in iloilo decided to ask a staff in cebu pacific airlines what are the things needed to do if we decided to bring an animal on our departure date, since we have already booked a flight with the same airline. The exact scenario happen is my boyfriend ask the female staff in the cebu pacific in the sliding window. She just replied in a rude manner "sa kbilang building sa cargo". Then my boyfriend left and he told me what the staff told him. I decided to ask her again knowing that I can get concrete answer. I ask her again "miss, naka book na kasi kame ng ticket sa cebu pacific and magdadala kame ng animal". The. She replied with upward rolling of her eyeball and told me in a irritated manner "ma'am sa cargo nga di mo sya pwede i check in". Then I just smiled at her at said thank you. I won't step down on her level even she showed me that attitude, since i'm a tourist here I will just do it in a proper way by complaining her. Please do action here. This may not be the first time she did it.

Good day...

May i ask if the ticket of three passenger from manila to ilolo with ref number VYP9JY for passenger Pradip Singha, Philip Nherie Singha, Francis Daniel Singha . Nerissa Singha only Nerissa Singha can take the flight 3 of them was not able to take their flight schedule Mla Ilo Sept 12 at 11pm due to unavoidable circumstances.. we try to cancell or refund the ticket but the mgt didnt allow... Is this possible that the ticket can be coverted to Ms Nerissa flight from Ilo to Manila?.. we already paid the ticket and airlines was informed prior to flight schedule thank you...

Hello Mam/Sir,

This is to complain our flight right now going to Cebu with flight details:
Name: Marisol Palma & Jeffrey Ellorza
Date of Flight: September 11, 2019
Time of Flight: 5:00am
Reference#: ZB1UMY

We arrived and check in as early as the departure time but suddenly they announce a delay of our flight. Actually, nakasakay na kami sa shuttle pero pinabalik due to technical repairs. Ok lang po sana if 30mins to 1hr lang ang delay, but 2hrs and more is already disappointing. Super late na nga po kami sa meeting eh. We're expecting kahit complimentaries from your end.

Hoping for your favorable response immediately.