Cebu Pacific Air
Reviews and Complaints

Booking ref#gkusfr, dated 10 jan 2019.
I purchase additional seat selection so that I could arranged the seat seats of my group according to the needs. Because there were 3 children with us. And the charge was mop 210. But when we are already checking in. Our seats has been mixed up and the selection was not followed. It was so upsetting that the children has to seat with someone else and our family were seated far apart.in this regard, we request to avail for the refund of the mop 210 since it was not followed and it has caused so much inconvenience in our part.

We are on flight number 5j902 caticlan to manila flight and as per usual arrived at the airport 3 hours before the flight. However, the flight got delayed for 3-5 hours and no notice beforehand. We were only informed when we came to the gate to ask why the boarding haven't commenced yet. This is not acceptable at all, we could've stayed longer in the hotel and planned our day better and also I am connecting to dubai with another airlines once in manila and now I have to rebook my flight which will cost me money. Kindly look further into this and might as well inform whether through e-mail or any means, us, passengers when the flight is delayed for 3-5 hours. I would understand a 1/2 hour delay but not this long without notice.

There's no comforts come from cebu Pacific airline even though my flight was delayed 5 hours for the hell reason I didn't know, all I could is just kept waiting on my seat and didn't know how much longer it's gonna delay, there was no exact time being told from the staff or the broadcast, buy the dealy gets longer while I was waiting, all of those seem to be so unprofessional

april 12, 2019 (friday)
client no. : [protected]
resolution : return/reversal of payment
cebupacific booking : kypkxv
rebooking procedure/amount/total cost of the transactions
I want to complain the ticket fees charged on my credit card total of P57, 251.42, They did not explain the breakdown and it would cost total of P57, 251.42. I was not informed that except on my first payment of 27, 729.08 last april 1, They will charged an additional P29, 522.34 on my card, it was generated by their Customer service agent Ms. Cai.

I can't afford to pay that, I am hoping to reverse this charged on my card as soon as possible.

I am hoping for your help and immediate actions.

Thank you !

JEAN ROSE IGNACIO
[protected]

My mother-in-law took a flight with Cebu Pacific today (04/15/2019), 9:45 am. At the check in counter, she requested assistance with boarding. She's 70 years old, and has recently been feeling weak/disoriented due to a UTI (urinary tract infection) and antibiotics, along with ongoing blood pressure/blood sugar problems. This should have been simple. She's a senior citizen, asking for assistance. Unfortunately, when she listed her medical problems to the two check in assistants, they found her UTI to be amusing. They visibly laughed about it with each other. When confronted by nanay, they denied laughing about it. The attendants had not been engaged with each other as she walked to the counter, and there was no ongoing conversation between them that she might have been interrupting. Nor were the attendants chatting with each other during her check in. It was only when the UTI was mentioned that one of them turned to the other and they both began to laugh. They did not apologize for their behavior. Even if it was something else, and not the UTI, they still should have understood nanay's reaction, and apologized for their perceived insensitivity. But they did not address it at all, they just continued to ignore her very obvious embarrassment and pain. And, it was only later, after she was able to rest privately for a few minutes, that she was able to calm down, stop shaking, and for the tears to finally stop. Please remember, she has BP issues, and this brought her measured pulse to over 100, which for her is dangerous.

Hello, sir/ma'am! Good evening. I'd like to request for an electronic copy of my boarding pass for my Cebu-Bcd trip last February 23 2019 with a booking reference number of XC5P9C. Passenger name is Anna Bernadette Gatuslao. I really need the said copy for liquidation purposes at work. This is urgently needed, so if you can get back to me asap, the better. Thank you!

Your Crew Male, I dont know the name later I will send it, Knocking me for 3x continously . I been Using the restroom after all the passenger in, it's a call of nature & sudenly he knock the door hard eventhough I told him from the inside of the restroom that just wait in a while, I get out the restroom and he told me that please be seated because your doing your demo? I cant understand your rushing your passenger in using comfortroom? untill now we are stock in this plane almost an hour delay from the original flight, what the hell, I dont fell comfortable in this flight . 5J703 fligth to dipolog. please your restroom is to dirty & smell bad

I am patiently waiting for my final boarding at gate 119 as mentioned in my gate boarding pass. But I noticed that in airport tv screens for air flight details our supposed gate is 132. So I approached the in charge crew at gate 119 if what is really the assigned gate for us to validate. But this crew named hannah bolido was been so sarcastic to answer "kaya nga po upo lang kayo at mag antay muna kayo." I ask very nicely so I dont understand why she has to respond on a different tone. I believe that there are good ways of saying words. I submit to cebu pac to kindly approach your staff on this matter.

Hello,

I've been experiencing so much inconvenience by this Airline Company who's not doing their job well. I paid a regualar rate for a local flight. And then I found I book the incorrecy dates which I paid a rebooking fee which I understand. After a few days of booking, I found out that they have to make some changes with my flight which they gabe me options if I wish to modify, get a credit, or full refund.

I opted for a full refund and was asvised that it would take 10 working days to reflect back into my account. I Waiting until 10 working days and called them since the funds is still not showing in my credit balance. I was advised that the 10 working days is the processing time for it be escalated to their refund team and once they receive it, they'll be the one release the funds. I was advised to wait for another 10 working days for my bank to see the refund to my bank account. I called again, saying that it's been morethan 10 working days & I ask where's my refund. They said thay it should be on it's way now and was told to go to my bank tomorrow. I went to my bank they said there is no pending refund. Called the customer service again and was advised that they requested for a depository number so that I provide it to my bank. The request would take another 20-48 hrs, and asked me to callback to get the reference number.

WHAT KIND OF PROCESS IS THE #CEBUPACIFCIC doing. I AM VERY MUCH DISGUSTED WITH THEIR SERVICE SINCE THEY ARE PROVIDING ME DIFFERENT INFORMATION. Such a shame that they charge your card right away, and when you ask for the refund which is their fault, they don't give it to you right away and would takw 2 months.

I'm sharing this so that everyone is aware of how aweful the service of this Airline Company. 🤬🤬🤬🤬

Good day Ma'am/Sir

May I request an electronic copy of my boarding Pass for the travel that I have completed last March 6, 2019 from Manila to Cagayan de Oro City. My booking reference Number is GCBZ3M with the surname of Baguio. I seem to have misplaced the boarding pass that I have. I am hoping for your response on this Matter. Thank you!
You may email the boarding pass to our office email: malaybalay.[protected]@deped.gov.ph.
Thank you!

Hi! I'm having difficulties in reaching persons from the company who can help and assist me in getting a copy of my boarding pass for a previous flight or a certification that I got on the said flight. Their call center hotline and any other contact number provided are not accessible to assist me in my concerns. Kindly provide the necessary information of any person from the company that can help me.

Our flight was last february 20, 2019, from taiwan to manila. When we arrived in the airport, everything went well. Fall in line. The check in. All the luggages were weighed. Then suddenly here comes my luggage, they weighed it and it was just less than 12kls. The night before the flight, we weighed that luggage, and it is 9kls, but we assumed its not accurate so it is just the base weight to be sure in airport. So, after it was weighed in the airport, they gave me my boarding pass with stickers for baggage attached. When we arrived in manila airport already, pick up for baggages, we waited for how manyyyyyy minutes for my luggage. When it was already there, I saw that there was a sticker on the side, it says over 21 kg. But as I said earlier, it was just less than 12 kls. How come it became heavy as seen in the sticker. Then when we got home, I removed the luggage dust cover first then removed the sticker. The suddenly I saw the cracks on the side. That sticker was just used to cover the cracks and damages in my luggage. How sad and disappointing. Regarding that matter, I will wait for your reply and action asap. Porters or whatever you call the one who handles baggages should be disciplined to handle baggages of passengers with 100% care!

Name: Michelle Joy Guiang Lacuna
Address: Barangay 2 San Mateo Isabela
Agency: Digitel Mobile Philippines Incorporated
Email address: [protected]@digitel.ph
Flight date: February 17, 2019/ February 20, 2019
Destination: from Cauayan to Manila 5j-197/ from Manila to Cauayan 5j-196

Sir/ma'am:

Greetings!

I would like to request for a copy of my boarding pass which I lost. I needed the copy of my boarding pass as soon as possible because I've only given 15 days to accomplish my liquidation in my office.

Hope to hear from you the soonest.

Thank you very much and hoping for your kind consideration. God Bless

Sincerely yours,

Michelle Joy G. Lacuna

Good day CebuPac!

Sir/ Maam, can I request for a copy of my boarding pass for the flight I took under your airline last January 30, 2019 from Zamboanga to MNL and 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: WY6WSY
Passenger Name: Aldrin Brylle Penaflor
Route: ZAM-MNL (5J 850) (January 30, 2019/ 1400H (12:PM) ). I am far away from the airport

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

Respectfully,

Aldrin Brylle D. Penaflor

Name: Vanessa Pamplona
Address: Koronadal City
Agency: PLGU SOUTH COTABATO
Flight date: FEBRUARY 1, 2019
Destination: MANILA to GENSAN
5J 993

Ticket: MG9N5Q

Sir/ma'am:

Greetings!

I would like to request for an electronic copy of my boarding pass which I lost last February 1, 2019 after my arrival at General Santos City 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,

VANESSA D. PAMPLONA

Dear Sir/Ma'am

May I request an electronic copy of my boarding pass/travel records which I lost after my arrival at Clark, Pampanga last January 26, 2019. I badly need my copy for my travel expense voucher claim in my school.

Name: LARRAH MAE L. ASOR
Address: Cagape Street, San Jose Digos City, Davao del Sur
Contact Number: [protected]
Flight Date: January 26, 2019
Destination: Clark International Airport, Pampanga, Philippines

FLIGHT DETAILS
DATE: JANUARY 26, 2019
TIME: 16:10
DVO-CRK via 5J986
seat 10A seq 132

You can email me through larrahmae.[protected]@deped.gov.ph.
Thank you so much for your kind consideration.

Respectfully yours,

Larrah Mae L. Asor

I would like to address my concern about one of your crew I just encountered in Macau International Airport who was very rude. During our check in, we asked her politely if we could get a middle seat because my mother is claustrophobic. At the beginning she was not already acting like how she should be welcoming passengers. And then she repeatedly asked my father if we want a sit in the middle and my father mistakenly said a front row seat and in a rude tone she replied "harap? Akala ko bang sa gitna bakit ngayon harap naman" (non-verbatim). And then I answered her in the tone on how she talked to my father and repeatedly told her that we need seats in the middle because my mother was claustrophobic. And then she answered me, "wag kayong magalit bakit kayo nagagalit" (non-verbatim) and started murmuring. Your employee is very rude. I've been traveling with my family for a long time and this is the first time I experienced this. Her name is SARAH AQUINO. She was one of your check-in crews during our flight to Clark from Macau International Airport (Jan. 29, 2019). I already gave her a non satisfactory rating at the tab placed at her corner. I hope you can address this. This is the first time somebody talked to us like this.

Booked a flight at Cebu Pacific through Travelight tours and travel based in Cabanatuan City for a Rotary International conference of District 3770 on Jan.24-28, 2019 to Ho Chi Minh City, Vietnam with Sofitel hotel and resorts as venue.
Everything went well until our arrival on the morning of Jan.28 when upon our deep dismayed and consternation, we saw our brand new luggages with numerous scratches and the outside layers torn off.
Our luggages might be in the mid- price range but for us hardworking citizens, we considered that as investments and the best we can afford.
I was advised by my friend with a similar experience such as mine that before we unnecessarily elevate this to legal court, your company takes swift actions and with utmost concern to address the issue to both parties satisfaction. Taking his cue, we pray that Cebu Pacific will take swift and just action for this untoward incident.
Please see attached pictures and other documents.
I trust that as always, you will regard this issue with top priority.
Past District Governor Yolanda Wycoco/ PDG Frederic Wycoco - Rotary International
District 3770
# 78 Donya Encarnacion Ave. Kapt. Pepe Subd. Cabanatuan City, Nueva Ecija

On 22 January 2019, my wife and I were passengers of Cebu Pacific Airlines with Flight No. 5J 804. Our travel from Singapore back to the Philippines was scheduled at 3AM-7AM. After boarding the plane, we went to our assigned seats located at the left side of the 7th row. While the plane was already in mid-air and the seat belt sign has been turned off, we requested from a flight attendant if we could transfer to the front row. Reason for the transfer was that it is closer to the lavatory and that my wife is feverish that time and the area where we used to seat was cold. For my wife's convenience and comfort, the flight attendant positively accommodated our request.

Thereafter, we decided to transfer to the right side of the front row. While carrying two bags, my wife quickly walked to the front row passing the middle aisle where the said Singaporean was seated. My wife noticed that the said Singaporean, who was seated on the middle-right front row, had his legs fully stretched and made to rest against the walls which blocked the passage of the aisle and prevented my wife to pass thru. My wife kindly asked the said Singaporean if she could pass. However, the Singaporean denied her request and furiously uttered the words "NO! You turn around!" and shooing her away through hand gestures. Embarrassed, my wife explained that the distance is farther if she would turn around whereas the seat she intends to transfer to is just few steps away. Because of the rude and inconsiderate action of the Singaporean, my wife was compelled to turn around the cockpit while carrying two bags just to finally reach the other side of the aisle where we intended to transfer.

My wife diligently justified to the Singaporean that she is a senior citizen and that he should give proper respect to her because this is an important trait of everyone (regardless of race) especially in the Filipino culture. Also, a simple favour of letting her pass wouldn't bother him that much. Instead of apologizing to my wife, the Singaporean shouted angrily at her and uttering chinese words which we could not understand.

The flight attendant attempted to pacify the situation. We explained to the flight attendant the rude actions the Singaporean committed against my wife. While explaining to the flight attendant, I saw the Singaporean holding up his phone and took a picture of my wife. In defense of my wife, I promptly confronted the Singaporean and told him that he has no right to take my wife's picture without her permission. The flight attendant also advised the same to the Singaporean.

Uncertain whether the Singaporean deleted my wife's picture in his phone, my wife and I complied with the advice of the captain pilot and flight attendant to try to stay calm during the remaining hours of our flight.

Thereafter, we saw the Singaporean stretching again his feet against the wall of the plane preventing passengers to pass the aisle. Because of his rude behaviour, other passengers were intimidated by his actions and are uncomfortable to use the lavatory near him.

Upon arriving the Ninoy Aquino International Airport (NAIA), Terminal 4, my wife and I reported the incident to an Immigration Officer. When we were asked about the name of the Singaporean, the flight attendants of the said airplane refused to disclose the same. The latter rather advised us to file the necessary complaint in Cebu Pacific Office in order to pursue the investigation and disclosure of the Singaporean's name. Hence, this complaint.

From the foregoing, it is worthy to emphasize that it was never our intention to cause a commotion or disturbance during the said flight. However, the acts exhibited by the Singaporean such as yelling at my wife, disrespecting her and making her walk afar despite being a senior citizen, greatly humiliated her. Likewise, the illegal act of taking my wife's picture without her consent is a violation of her right to privacy and a violation of women's right.

The Singaporean claims that my wife interrupted his sleep and that he is allowed to stretch his legs against the wall because he paid for his seat are unacceptable and incorrect. When my wife was about to cross the said aisle, she saw the Singaporean was awake. If he was asleep, my wife will definitely not bother him. Nevertheless, this does not give him the right to disrespect and harass us. In fact, my wife and I are also very tired from our trip in Singapore and we just want to rest. The purpose of our travel in Singapore is to buy my wife's medicine which will be used for her chemotherapy. And because of her health condition, being seated to the most accessible lavatory is necessary for my wife's comfort and convenience.

As to having the right to prevent passengers from crossing his "claimed leg room" is not in consonance with any policy of the plane. Passengers are allowed to cross any aisle as long as they do not cause any disruption to other passengers. Most importantly, front row seats were never intended for any passenger to stretch their legs against the wall. Due to his misbehaviour, it was actually him who was causing disturbance and intimidation to the flight attendants and other passengers.

It is worthy to note that under Republic Act No. 9257, as amended, otherwise known as the "Expanded Senior Citizens Act of 2003", it is the duty of every individual and/or corporation to protect and support the welfare of every senior citizen and that priority shall be given to them. Further, giving preference to senior citizens and providing assistance and care is not only a nationwide obligation of every individual, it is also a duty recognized and signified internationally.

In contrary, we were bullied by the actions of the Singaporean and the same gravely offended our rights as senior citizens. So, we felt the need to defend our dignity as senior citizens and most importantly as Filipinos. Thus, such acts of the Singaporean constitute a ground for considering him a persona non grata.

Further, my wife is not just a senior citizen. She is also a person with disability by reason of breast cancer. With that, the way she was treated by the Singaporean caused her stress, anxiety and moral damages, which is a dreadful factor that will aggregate her sickness.

Clearly, the actions done by the Singaporean against us is a blatant and foul disregard of our rights as senior citizens, person with disability and eventually was an attacked to our well-being.

In view of the foregoing, we respectfully pray for the disclosure of the name of the said Singaporean to aid us in filing the necessary legal action against the said Singaporean and that appropriate action be taken against the said Singaporean in order to protect the welfare of other senior citizens and Filipinos who may encounter him in any flights of Cebu Pacific or any other airlines.

I booked a flight online dated January 10, 2019 from Manila to Cebu City. Date : May 1, 2019 one way for 3 persons. But when it went to the process of payment thru my credit card and I gave my OTP, the server went off/error that never got my booking reference number.

So I went to the nearest Cebu Pacific Office here in Cebu City, Robinson and the staff informed me that my transaction were declined. They even gave me a printout copy (reference number FL9DFB) and advised me to call my bank.

When I called Metrobank last Saturday, Janury 19, 2019 the Custormer Service Representative informed me that the transactions pushed thru and that Cebu Pacific gave them the Transaction Reference Number 087246, which means that this amount of P6, 060.96 is debited in my credit card and posted in my next billing statement.

Hoping for an immediate response and action on this matter.

Hoping for an immediate response to these