Cebu Pacific Air
Reviews and Complaints

August 18, i arrived in the airport 4:15am for my 5:20am bound to BXU flight from MNL. It took me few minutes in the line going in, Went directly to your kiosk to check in. 1st kiosk was not working. Tried 3 times and even tried 3 more kiosk. So it took me another few minutes before i was told to go to the counter. When i went there. The staff told me that i was already late and could not let me in. On there record. I approached the counter 4:39am. And im supposed to be there 4:35am... I was 4 minutes late. Because of your dysfunctional machines.. Tried to explain what happened and even beg to consider it. They said all they can do is to re-book my flight 6hours after and pay 4, 600 pesos the penalty. I ask for the amount. I can get a new ticket for such amount.. What kind of penalty is that knowing that you guys are notorious in giving lates/delayed flights..
So after i waited nearly 6hours. And paid the penalty.. Finally. I was in the boarding gate.. For the re-booked 11am flight. 10:15 boarding time. But we were able to board 10:35am.. Again finally, All aboard. The supposed 11am flight took nearly an hour before we were able leave.. The flight was 57 MINUTES LATE. And all they said was. "we apologize for the inconvenience "
They made me pay almost 5 thousand pesos for less that 5 minutes late.. And just a little announcement in your PA system for your 1 HOUR DELAYED FLIGHT! NOT FAIR
NOT FAIR!

Name: Joyce P. Garcia
Address:47 F.T.I Road Central Signal Vill. Taguig City
Agency: Mindanao State University-Sulu
Cp #: [protected]
Email ad: [protected]@gmail.com
Flight date: April 21, 2019
Destination: zamboanga to manila
5J-850

Ticket: I7UI8L
Code: I7UI8L

Sir/ma'am:

Greetings!

I would like to request for an electronic copy of my boarding pass which I lost last April 22, 2019 after my arrival at Manila International 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,

Joyce P. Garcia

Dear Cebu Pacific,

Due to the recent protests in Hong Kong that started from March 2019 and is still on-going, we are requesting for a rebooking of our flight this coming 07:10, 24 October 2019 (Manila - Hong Kong) and 22:15, 27 October 2019 (Macau - Manila) preferred departure is on 0710, 16 January 2020 (Manila - Hong Kong) and 22:15, 19 January 2020.

Please consider this request for the following people:
1. Ace Sta. Maria
2. Ceriza San Juan
3. Ann Patrycia Labaguis
4. Abigail Tumala
5. Jeffrey Felipe
6. Lydell Cortez
7. Bonnie Dumapi
8. Perlito Nuqui
9. Myra Lalaquil
10. Ruthie Dela Cruz
11. Maria Almavie Llamas
12. Jobette Dayawon

Also, we are hoping that this request should be made free of charge. Please take note that we already requested for rebooking (without charges) with all of the hotels that we booked and all of them agreed to it, hoping that you could do the same. If this request should not meet the reason for re-booking, we will request your office to shoulder for all the re-booking charges or any fees.

We are hoping for your favorable response. Thank you in advance!

Best Regards,

Ace Sta. Maria

Sir/ Maam, can I request for a copy of my boarding pass for the flight I took under your airline last July 10, 2019 from MNL to ZAM and on July 12, 2019 ZAM to MNL, 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. Just email me at patrick.[protected]@gmail.com. Hoping for the positive response. Thank you and God bless.

Booking Reference Number: SGRPJT
Passenger Name: Patrick Ryan D. Lauirna
Route: MNL-ZAM (5J840) (July 10 2019/ 4:10H)
ZAM-MNL (5J860) (July 12, 2019/ 12:15H)

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

Respectfully,

Patrick Ryan D. Laurina

Airlines Cebu Pacific Air Cus
Name: Marian A. Ortega
Address: Poblacion, Sebaste, Antique
Agency: Department of Agriculture, Regional Field Office 6, Parola Iloilo City
Cp #: [protected]
Email ad: [protected]@gmail.com
Flight date: August 5, 2019
Destination: Iloilo City to Cagayan de Oro
5J695

Ticket: G93RGL
Code: G93RGL

Sir/ma'am:

Greetings!

I would like to request for an electronic copy of my boarding pass which I lost last August 05, 2019 after my arrival at Laguindingan 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,

Marian A. Ortega

8May19 - Ticket to Bohol Philippines 8
- 11 Aug booked/confirmed (QFCLXJ).
Hotel booked.

11Jun19 - informed via email flight schedule to Bohol changed from midnight 130 flight to 650pm. (1day delay). To arrive in Bohol on the 9th instead of 8th Aug.
Email hotel for the changes.

19Jun19 - called Cebu Pacific ticketing office to change my return (leave approved) from 11Aug to 12Aug to cover the 1day loss due to the delay. Confirmed!
Email hotel for the 1day extension.

7Aug19 - via email...return flight delay to 13Aug! No joke!AGAIN!

Called ticketing office...no HELP!

Trip had cancel!

Emailed to cancel hotel, called local telco to cancel travel data.

THANK YOU CEBU PACIFIC... FOR ALL THE INCONVENIENCE AND DISAPPOINTMENT CAUSES.

Martin Oon
Singapore

I travel all the way from London Heathrow via PAL and cached the last flight of Cebu Pacific at domestic flight 5J467 to Iloilo.
The most annoying part and something is not right
when my luggage weights 28kg only at international flight and turns out at Cebu Pacific domestic flight of 35kg. I bought prepaid of 32kg and hoping 28kg is just right for my domestic flight, perhaps I showed my luggage ticket stated only 28kg. I need to dig out my stuffs and move out to my hand luggage
Also hand luggage weights 7kg you can only carry and no other personal bag, another hell, I've been travelling all my life and this is the first time I've encountered. For this I will never fly at Cebu Pacific anymore. Very bad service and I hope there's no delay will happen this evening. Hoping the service will get better in future to make passenger travel comfortably cos no one wants a stress.

June 25 2019

I am really disappointed with the services of cebu pacific. We should be taking the flight 5J 567 at 7.40am from Manila to Cebu on that day and we did our check in and were waiting in the original scheduled gate 119 around 7am. However we did not realize the gate had been changed to 134A and we were waiting in the gate 119. We ended up missing our flight and cost us more to repurchase a ticket to Tagbilaran. Maybe there was announcement to make final call boarding but there was too many people and too noisy and we were most probably misheard that. The staff should patrol in the original scheduled gate 119 with the board writing "5J 567 to cebu" to make sure all the passenger are aware of the gate changed and urge unaware passenger for final call boarding. They should also do their best effort to ensure all the check-in passenger are on board.I will learnt a lesson from this incident and I am writing this complaint to suggest cebu pacific to take into my advice when dealing again with this issue as I know many of the passenger on that flight had missed their flight too because of the unaware gate changed.

Good day!

I have my flight schedule last July 25, 2019 at 12:45noon. When I checked in the crew said it's delayed for four hours. I waited 4 hours but around 5:30pm the staff declared that it is cancelled. I went down to check in area to ask my assistance for another flight. They said they will take me to Philippine airlines at 9:20 flight so I said yes. After another 4 hours they said they will take me via manila then first flight from manila to Cebu. After whole day waiting they let me have the Philippine airlines at 9:20 pm. It was very tiring because I arrived 11pm in my hotel.

This is not actually complaint about the airline, rather than 2 staff whos acting like officer in immigration, july 27 2019. I have flight with cebu pacific at 4pm goin to dubai, flight Dj 14 . Iam very dissapointed sa inyong staff na nsa D21 counter kung ano man name mo, you are acting like an officer in immigration the way you approached, first i was begging her to give exemption for not providing a return ticket for my son coz he is visit visa and im residence already, but shes insisting that she will never give me a boarding pass if i i dont have copy of return ticket for my son, even though she made print out already my boarding pass together with my son, after nyang maprint ang bording pass saka nya sasabihin na hindi nya ibbigay ang boarding pass if ever na d ako makapag provide ng return ticket at the same time ? And bumalik nlng daw ako sa counter nya if ever i got booked for return ticket, helllo, i am the mother and i can get book a ticket anytime i want, Grabe as is!terrible staff, instead she talk or get some advice with her manager shes keep talking with her collegue next with her, that guy or gay was asked her related on that issue then i answered, u know what he told me ? "Hindi kita tinatanong" mr gay thanks for your being polite, very arrogant di ba? Wala nmn akong sinabing masama, infact kung may time pa ako kakausapin ko ang manager in person to file a complaint pero inubos nila oras ko, Ganyan ba ang staff ng cebu pacific mga walang alam at walang manners. And then kung di ko pa sinabi sa staff na i would let her to pay my ticket and return ticket of my son if ever icancel ang flight namin dahil sa pagka arrogante nya that time only she call her manager, kulang sa briefing or attitude talaga, i am sory to cebu pacific airline that you keep some staff who cannot able to handle everything and being arrogant attitude, shes really want to waste my time and she attached some writren on my boarding pass mentioned" after completing your check in process, please proceed to the immigration, guest who are not at the boarding gate after 3pm ticket will be considered used." So in short thers a intention behind, she want to waste my time, since 2011 i had flight 2x a year, but this happened was terrible experienced, with 2 staff of cebu pacific. Still have time to manage your behaviour guys, just give the right treatment not to act such the owner of airline or airport. Just focus on your job, so many passager i encountered on that time, they coulnt enter on immigration without immigration page for fill up, that you guys who are responsible to distribute to every passager, dont waste the time of every passanger, magkaroon kayo ng konsiderasyon..

Cebu pac never fails to disappoint passengers. We were suppose to board 6:50pm but unfortunately, we boarded around 7:44pm. They allowed so many passengers inside the bus going to the plane where we are supposed to board. However, it took us an hour already but we still did not board the plane. We were stuck inside the bus without informing us what happened. After some people who already complained, they informed us that they will change the aircraft scheduled for us. They said we will use the aircraft which just arrived. This is really so frustrating. Please cebu pacific give what is due to your customers.

This airline is actually a joke. Firstly we were delayed, then we boarded our flight and after waiting for three hours in the plane we were told there were issues with the engine and were told to leave the aircraft. Still with no actual information we waited around the airport for hours, for then finally we were told our flight was rescheduled for the next day. They said they will provide us with stay but the line was way too long and we had been at the airport for almost over 8 hours already so we had to pay for a uber back to our home. Lucky we had a house to stay in melbourne. Some other travelers would have had to wait four hours to get to the hotel that was arranged. The next day our flight was scheduled for 5 from memory, off we went again (also this ruined all our hotel and flight schedule in the philippines which we had to pay for out of pocket) we got to the airport, and our flight was delayed about 3 times, so we ended up flying around 11 oclock that night. No information was given, we were treated like [censored] and honestly I can no express the frustration. After like two weeks we received an email apologizing and giving us a one way ticket voucher only to be used with cebu pacific, which will never ever happen again. The people who work in there customer service team are horrible and do not understand one word of english, also refuse to allow you to speak to any sort of manager. This is the most horrible experience of my life, and I have never felt so ripped off in my life. Dont spend a cent on this airline! You will regret it.

On our flight, 5j289, from guanzhou to manila, at 1:55am, july 21, the chinese operations manager of cebu pac, forced us to pay additional weight allowance that we previously tried to buy while attempting to check on line. The transaction did not push through as our credit card requires a one time pin sent through cel sms. As wifi/internet/ signal is bad in china, we didnt get the otp on time and the transaction hung and the purchase didnt push through. At the boarding gate, in front of the queue of passengers, we were told to pay up. I argued that i refuse to pay something i didnt get nor purchase. The operations mgr was adamant, and the scene is causing me great embarassment. We paid up because if we dont, we will not be allowed to board. We werent even issued an official receipt and i had to demand from him a letter that i was forced to pay. He sent an email saying that i paid without his signature. Cebu pac, you violated our rights!

 Dubai United Arab Emirates,  United Arab Emirates

Worst day,  

I would like to file a complaint regarding about my television, I came from dubai bound to philippines NAIA manila, we brought a brand new Ultra hd hisense 50 inch TV and had it check in and by the time we opened it when we reach home the LCD was totally broken! I would like to ask for this serious matter as per travel law, you should by means replace it. I have my flight details and my baggage receipt and also the television receipt with me. I also took some evidence like pictures of the televisions damage. I will attached it here along with the receipt and along with my full passenger details. I hope and wait for your quickly action. My email address is [protected]@yahoo.com

Ria
date of the incident-July 18, 2019
manila to Cebu flight number 5 j 565
contact details [protected]
dear Cebu pacific,
i never complain on paying additional four thousand three hundred pesos for re booking fee because i came in at the airport around 4 am and my next flight schedule was suppose to be 11:05 am but we left in manila around 1 pm already. We, your passengers pay for additional feel if we came in late but if Cebu pacific (delayed flight) never gave us anything. I've cancelled my 3 appointments this morning because of the incident and what irritates me is when i saw my luggage that was unlocked and probably forced by your staff to open it.

I booked a flight with CEBU on 28/01/2019 (Booking reference/order number [protected]) (Confirmation number WKJPWX). They canceled my flight twice asking me to change it. I had a planned activity and they had no suitable flights.
10/06/2019 I requested that my flights be refunded. I was told this had been processed and would receive payment in 15-20 bank days. It has now been 29 bank days and no refund has been returned to my account. I contacted them 17/07/2019 to ask where my refund was. I was told it was processed 17/07/2019 and no further information. They have not looked into the matter further and have given me no indication as to when this will be paid. I want to know when I will be refunded. I have all emails and receipts to evidence this. I have asked for this to be escalated and have had no response. This is terrible customer service. Their vague responses offer no support or interest in the matter. I feel robbed.

Urgent message!
Our flight was cancelled by cebu pacific last february 15, 2019 and it has been five (5) months since we requested refund. We were told that we will get an email regarding the refund and within few days our refund will be credited to our account. Unfortunately upto now, we still don't get the email that was promised and the refund that is definitely our concerned issue. We've been sending messages to cebu pac thru twitter but they just keep on telling us that the refund has been sent last february 27th. We checked our bank if the credit has been received but unfortunately none! What is the delay? It wasn't our fault that the flight has been cancelled. We need that money right away! Our booking number is ok51ph, under sergio ramon amante and maria vina b amante. Our email address is [protected]@rogers.com
Five months waiting is unacceptable. Please do something!

I was hoping someone will address my inquiry with ur customer service a live person.. Theres a lady called me at my number and she was claiming that she is an employee of cebu pacific under customer seevice department.. Named lenny rivera and assigned at cs cebu international airport and as per her this peraon which I just recently knew informed me that he was held at the airport cia this certain peraonnel that im talking about I just want to verified if theres a person under that name lenny rivera whose using your company name coz shes asking money

Dear sir/mam, i would like to request for an electronic copy of my boarding pass which i lost last June 6, 2019 after my arrival at NAIA terminal 3 i badly needed the electronic copy for my travel expense voucher claim in my office.

Name: JAY MCLAIN Q. DIGAMON
Cp #: [protected]
flight date: JUNE 6, 2019
Destination:Manila

Flight details:
1. June 6, 2019
Cagayan de Oro to Manila
BOOKING REF: QIV45K

Thank you very much and hoping for your kind consideration.