Cebu Pacific Air
Reviews and Complaints

On July 9, 2019 I requestested my nephew (who happens to work in the airline industry) to book and purchase me a ticket online via Cebu Pacific through Cleartrip, from Hongkong to Manila. He was able to do so of the date and time of my choice (July 13, 2019 11AM flight Hongkong Manila. While in the process of payment mode where he was required for card verification and auth#, there was some technical problem and he was again asked for the verification code and auth# which he obligedly submitted thinking that the first details did not go through. To our dismay, I received a notification from my designated bank twice. I was double charged- same passenger, same amount and same booking details.
Please do the needful and reimburse the necessary amount for which I was doublecharged, be it with Cebupac or with cleartrip fault and kindly revert soonest.
Thanking you in anticipation.

Regards
Joyce Nuñal Calma
+[protected]
[protected]@gmail.com

Dear Sir/Mam, I would like to request for an electronic copy of my boarding pass which I lost last July 7, 2019, after my arrival at Butuan city airport I badly needed the electronic copy for my travel expense voucher claim in my office.

Name: JUNRIE B. MATIAS
Address: block 15 lot 16 Regatta East Village Ampayon Butuan City
Cp #: [protected]
flight date: June 07, 2019
Destination: Manila - Butuan

Flight details:
June 07, 2019
Manila to Butuan 5J 789
BOOKING NO: WI2I7A

Thank you very much and hoping for your kind consideration.

Sincerely yours,

JUNRIE B. MATIAS

Flight date: June 29, 2019
Reservation code: FBFRMC
Flight no: 5J 569 MNL-CEB
Name: Mary Angelic Liu

Hi there,

I would like to request for a compensation for my damaged/destroyed bag. Cebu pacific is refusing because they said I did not file an incident report. I was not able to file it upon arrival because of the ff reasons:

1. the rep from CEBU info desk at the airport informed me to file it online.
2. i have another trip, a boat ride at 10 pm. The flight was delayed for 2 hours and I don't have enough time to look for their baggage counter because again, I have a 10pm boat trip for an 8 hour travel to my hometown. I still have to take a cab from the airport to the pier which would take approx 45 mins without traffic. We got off the plane at around 8pm plus because again, the flight was delayed for 2 hours.

I need a compensation for my damaged bag but the airline won't help. One of the wheels was detached/broken so I had to carry my luggage all the way out of the airport to the cab and from the cab to the pier to the boat. I can never use this bag again because of the missing wheel. Attached are the pictures.

Please help me get a compensation.

Thank you,
Angelic L

Dear sir/mam,

This is not actually a complaint but rather a request. I would like to request for an electronic copy of my boarding pass which i unintentionally lost last week after my arrival in Butuan City last June, 16, 2019. I badly needed the electronic copy for my travel expense voucher claim in my office.

Name: JENNIFER REJUSO JOVITA
Address: DepEd Surigao City Division, Surigao City
Cp #: [protected]
flight date: JUNE 16, 2019
Destination: Butuan City

Flight details:
Departing : MNL Manila, Sun June 16, 2019, 11:00 AM
Arriving : BXU Butuan, Butuan Terminal-Butuan Airport, Sun June 16, 2019, 12:45 PM
Booking ID : FMNPH30N2E7821
Booking Date : June 7, 2019
PNR : AJSZ4E
E-ticket : AJSZ4E
Flight : 5J-793

Thank you very much and hoping for your kind consideration.

Sincerely yours,

JENNIFER R. JOVITA

you can email me at jennifer.[protected]@deped.gov.ph

Hi i have been trying ever possible way to contact your hotline and also your office in pasay but its impossible to get through as i would like to make a refund because you charge me twice to my booking that i made on May 20 with booking refference number OH3RMD flight number 5J 608 CEBU TO CLARK for Ms. TESITA CAYANAN. I used two cards which one was decline and the other was successfully went through to your system and upon recieving my CC statement today i was charged with both cards. Pls i need you to do something regarding this matter as soon as possible

Shiela Marie Cayanan
Shielamarie.[protected]@gmail.com
[protected]

date of incident - june 16, 2019,
Client Number - 7278000 loc. 552

My father's is a senior his flight scheduled yesterday june 16, 2019 04:35AM bound to roxas they check in around 2 am their boarding gate 117, they wait for the boarding but he & my sister ( minor) said he did not hear that their gate are open for boarding they ask the guard regarding this they found out that the plane left them. I ask why your flight attendant did not assist them or find them at the boarding gate. i ask what happend to ticket that we purchase? it is possible to refund because they cannot took the flight ?
Booking reference #MBQKYF.

I sent two bags from manila to tacloban
I sent on 26th of may. It costed me 2000 peso as fees

When i went to receive it on 3rd of June
( my previous experience with them it takes one week to reach tacloban)
They asked me to pay about 4000 peso more to release my baggage. As holding fees
While infact they didnot notify me the baggage has arrived.( they showed me a printout fron their system showing that they sent me arrival notificarion, but actually i didnot receive anything)
I submitted a complaint at tacloban office two times but the reply from an employee from manila called Kevin is that i should pay the holding fees.

Till now the baggage is at Tacloban cargo.
Because i am not convinced to pay double the amount i payed for freight to receive my baggage

Good day Sir/Maam!

I would like to request for a copy of boarding pass of MS. BETTY F. LAMBAN for her flight from Puerto Princesa to Manila and Manila to Legazpi City last March 28, 2019, or any proof from your office that she boarded for the said flights. This will be used for the reimbursement of the airfare and other travelling expenses.

Name: BETTY F. LAMBAN
Booking Reference Number: EIG3JK
Route: Puerto Princesa( March 28, 2019 10:00AM) to Manila (11:30AM) Flight 5J 638; Manila (March 28, 2019 3:25PM) to Legazpi (March 28, 2019 4:40PM)Flight 5J 329

I look forward to your response. Thank you

Respectfully,

Betty F. Lamban

Hi Cebu Pacific,

I am very disappointed with the service I got with Cebu Pacific while in vacations in the Philippines. Although it was only a half an hour flight, we lost a whole day just going from Manilla to Cebu and on the way back we had to cancel the flight because you moved it 7 hours ahead without any notice in useful time.

On the 24th April our flight was scheduled to leave from Manila at 4.15pm and when we arrived the airport was a total chaos with many delays and cancellations. We did not receive any notice that there were disturbances in the flights. We only departed from Manilla airport at 6.30pm and we arrived in Cebu at 8pm (when we were supposed to arrive at 5.50pm). It's unconceivable that and hour an half flight takes up a whole day in 2 week vacation…

But I would be ok if it was only that… In the meantime, we had scheduled another flight to return to Manila on the 4th May at 0.30am. As we knew that there were disturbances (not by any Cebu Pacific notification), we were paying attention to the app and website, so that we could make sure we could return to manila and get our flight back to Lisbon. That's when on the 25 April I get a notification that "there was an unauthorized access to a GetGo application server which has now been secured" and that "all GetGo online channels will be unavailable". So, at this point may data was not safe and I was not able to check if my flight on the 3rd would be ok. Ny the way, I need an update on this point and I will need a confirmation that all may data is erased after my refund (more details explained below).

I contacted Cebu Pacific helpdesk in April 26 (Customer Care Reference Number: 3024939) trying to understand if everything was ok with my flight and reservation. They answered only 2 days after saying that the reservation was ok but not referring to any flight. Again, I asked for the specific flight on the 4th May at 0.30am (since the reservation reference was the same than the one on our previous flight - DDNLSZ) and I only got an answer from the help desk on the 1st May at 1:48 PM (more details explained below).

In the meantime, on the 1st May, first thing in the morning, as I knew that the check in was now available, I got into my Cebu Pacific web account to check the status. I was deeply surprised when I got in to my account on the website and was finally able to see that my flight had been moved from 0:30 am to 6.00am (4th May). Again, no previous notification. And I asked the helpdesk. And I only receive an email giving me notice on this change on 2nd May at 9:54 AM.

Considering that our flight back to Lisbon was at 7.15 am in Manila on the 4th May, this 6am flight from Cebu to Manila was definably not an option for us. I tried to change to a previous flight but there were no options, so I just gave up and cancelled and asked refund.

I had to schedule a whole new fight with other air company for 2 people, with only 2 days in advance, that costed double that we had previously booked with Cebu Pacific. Our flight with Cebu Pacific was 116€, and the new one costed us twice as that. And by the way, we did not get a refund yet. And it passed already one month since the cancelation. I will neeed a status update on that also.

After having all sorted out (old flight cancelled, new flight booked in other company) I finally get an email back from the helpdesk (at 1st May 1.48pm) saying that they noticed the flight I was asking about was already cancelled and asked for refund (big help! :S ). And I only get a notice from Cebu pacific saying that our flight was moved (at this point it there was no flight in my booking anymore…) on the 2nd may at 9.54am.

I had my booking set on a two way ticket/round trip and scheduled on 13th of June to 28th of June. But then I have to re-book my flight for an earlier trip, 30th June I did the re-booking to schedule my flight on 2nd June to 7th June.

I was so shocked when I saw the price came up more than double of what I payed before, so I change my mind. But then when I was trying to change the date I couldn't go back from my previous booking. There is no option for me to go back or change the date as the message showing "Please settle your amount due first".

Called directly the customer service and the agent explained that my booking was confirmed, if I want to change again the booking I have to pay first the amount due. I was even begging the agent if they can put back my original flight and all they can say is "sorry there is nothing we can do because it is restricted and if you will not pay the ticket it is considered forfeited." Agent told me to write a complain thru their website when I have only 1 day left to my flight and not to consider that my call is international that cost me a lot of penny.

First of all customer services definitely not helpful. This is insane! your policy/rules, settling the amount before I can proceed with another booking. How can you confirm a booking if the customer did not pay. This is my first time to try Cebu Pacific, I am very disappointed and I will never recommend this airlines.

Dearest Cebu Pacific Management,

Good Day! I am Ms Selmer Ann Ledama, an OFW from Kingdom Of Saudi Arabia. My friend ask me to book a ticket for her and her family bound for Puerto Prinsesa, she did not pay me and tell me that the ticket that i booked has not been used. How to verify if the booked ticket for a friend being used or not? Please see attached photo for verification.
Should you need more clarification, please contact me in my email address [protected]@rocketmail.com

Thanks a lot and God speed.
Selmer Ann Ledama

Sir Madam,

I visited your ticket office dated 20May at terminal 3 and met Mr. Joshua Andrew Lariosa 5ea boarding pass and ticket were handed over to him for claim of terminal fees. He asked for bank termination of credit card which later provided thru email. however up to this date no receipt of confirmation been received.

follow-up will be made tonight.

would like to request your good office to assist for this claim.

respectfully yours,
Romeo Dela Paz, Jr.

Hi Cebu Pacific,

I lost the copy of my Boarding pass with booking referece: IE9R5G and our office is asking for it as a proof of travel for liquidation purposes. With this, would like to ask a copy of the pass or a travel certificate from your good office.

Airline: 5J 995
Departure Date: January 27, 2019 - MNL - GES
Passenger: Seychelle Mae Villanueva

Hope I can get a response from you. Thank you for your support.

They have charged me for $2, 847.95 for the rebooking when in fact it could only cost $400 something with the quote i had via phone. The get go page is very confusing. Never wanted to pay what shown online coz it was expensive. But unfortunately they are very inconsiderate with my case. GETGo page is a trap for someone like me who is not good with computers

Can you help me regarding on the flight that I incorrectly booked online?
I was looking for a cheapest flight then suddenly I am unaware that I already purchased and booked the flight on MAY 18 at 8:30am.
The flight was confirmed at 7:36am on MAY 18.
that moment I just got home frustrated and tired because of my cancelled flight. my ticket was forfeited due to showing up late on the gate the reason why is emergency and family matters.
I was going to cancel my bookings but on the application says that you can only rebooked a flight within 4hrs before the flight.
I panicked because i know what it cost.
I called the cebu pacific customer service.
The first thing they said" my flight will be forfeited "
even though I explained my reasons hundred times. I only ask is to request some consideration.
you know money is not easy to earn.
thats my last savings . i need my flight before MAY 20. it will be my job interview.
please have some faith.
not only the money you will take away from me
but also my future and my dream job will be gone !

Hi,

I would like to to file a complaint about this agent named Yumi under ID no. 3198368. I called around 9pm here in Sydney 16 May 2019 and Yumi answered it and helped me with my rebooking. I clearly told her that I want to rebook it on July 19, 2019 where I paid extra $200. But when I received my itinerary, it's dated on June 19, 2019. Now, she's asking me to pay for another extra fee for it. What kind of customer service is this?
I look forward to hearing from you.

Kathleen C.

I need to settle the June 11th flight but cebupac kept on declining my HSBC card. I already called HSBC and they told me there's no problem on their end and I need to contact Cebupac. tried calling the hotline but unfortunately, it's always BUSY and NEVER had a chance to receive a call even if I already provided all the info using your CHAT. Now when I checked the app cebupac's asking me to add additional 1068 MOP wow! Just wow! I already you guys when I booked May 28th and I am just rebooking! Can someone call me? I tried to contact you several times already and you kept on telling me you cannot access my account? You're overcharging me now I cannot see the May 28th flight because you're asking me to pay the June 11th flight!

Hi! I made a call earlier today, May 9, 2019 at around 10 in the morning and there was an agent who cannot even process a payment properly or send an itinerary on my xorrect gmail account. I was in the phone for more than an hour just for 2 issues. Onset of the call I was not even mad but as the call progresses the agent was not getting my issue and can't answer my simple question right away. I made a payment for my transfer of seat and ask her to send me even jist a confirmation and I have waited for hours but still I wasn't able to receive any. She kept on asking me to repeat the things that I've said even if I have already repeated it twice. I was in hurry that time and I even asked for a supervisor or manager to save my time beacause I need to go for a business meeting. I asked for it cluple of times but it was not granted at all. at the end of the I handed it to my parter who happens to be the person I'm flying with tonight. I am absent now in our business meeting for I am late for morethan an hour. This is so frustrating and annoying that things could have been done efficiently. The agent was based in Cebu for I ask her location and she confirmed it and even heard her talking in Bisaya. Please validate out call with this agent named Ivy with her employee 3242636. I am very mad and frustated with the service the agent gave. She didn't disclose the call properly with even just one answer to my multiple concerns. I am toally upset with this kind of service amd now I am calling again the hotline to repeat my issues and to clarify wheter she charged my card properly or not. I AM NOT A SATISFIED AND HAPPY CUSTOMER eventhough me together with my friend and sibling always pick Cebu Pacific as our first choice when flying to different destinations. Can you compensate us with this kind of service or atleast do something about this? We were absent in a very important meeting because of this lame customer service assistance. 😏

you can reach me out on my gmail account.
[protected]@gmail.com

Thanks,

Malek D. Porquido

Kindly trace the following lost items:

1. (1pc) body armor (vest) used for combat sport, color black, size 2
Ms. drew soriano (owner/passenger)
Athlete of muntinlupa city, pencak silat
Mnl [protected]

2. (1pc) cellular phone, j2 prime samsung model
Mr. edison c. enerlas (owner/passenger)
[protected]
Sdo muntinlupa supervisor (deped)

Flight details:
5j390 davao - manila, 6:40pm
Eta 8:56pm

Please contact me, alvin dimaculangan @ [protected] (globe) [protected] (smart)

Thank you very much!

Dear CEBU PACIFIC,

Good day!

Please improve your service due to my super delayed flight. My schedule was April 27, 9:55pm and the plane took off April 28, 2am.
Moreover, I would like to complain your cabin crew KIRBY & KAN for being inconsiderate and noisy all throughout the flight from CDO 5J 378 to Manila. Around 2am ‘til 3:46am, the two cabin crew members were chatting nonstop. The passengers, including myself, could not nap nor take a rest because of their noise. I was seating at seat 27A. May I request that they get suspended for hindering the weary passengers from resting.