Cebu Pacific Air
Reviews and Complaints

Hello,

This is a follow up of the lost/stolen baggage last October 7, 2018 Flight, last flight from Manila to Bacolod, departure was 9:30 arrival was 11:50 (Cebu Pacific) the bagggage was put under the name of my son Benedict James Vargas. The red trolley was there but 1 Multi-colored Roxy bag was pulled out of the red trolley. In that Roxy bag there were three face creams from Vine Vera (Resveratrol Ski Care). the trolley was not locked so it was east to get the things out of it. We just noticed something is missing when we put the things out of the red trolley so we did not know about the missing bag at the Silay Airport. At midnight we were tired and just wanted to go home immediately. At Midnight, who are we going to complain to if we have problems with our baggage?

Than you.

Passenger Leny Vargas
[protected]@yahoo.com

Incident happened last Oct 4, 2018. Purchased 4 tickets for flight 6113, 6:20 am bound for Naga from Manila. 3 Seniors and 1 PWD. 2 (Seniors) of the 4 passengers arrived terminal 4 around 4:00am. Me and my mom around 5:00 am I think. I asked the online counter crew if my Uncle and Aunt has checked in, was told YES. I looked for them before boarding time but they never showed up. I was really worried... they checked in as per the crew in the counter. Was there an emergency? A medical emergency maybe? I couldn't call as I seem to have left my phone at home or in the car. When we landed in Naga, first thing I asked my cousin was if they heard anything from our Aunt or Uncle. Imagine my shock when he told me they were outside. Turned out, my uncle and aunt couldnt find their luggage so they went to cebu pac window to inquire. Twas discovered then they boarded the wrong flight. Now their luggage that was in the 2nd flight was offloaded as they they were a no show in that flight! So now not only were they in the wrong flight, they dont have a luggage as well! Wow! The luggage has been traced and will arrive next day. Please note that these 2 passengers are 83 and 82 years old. Meanwhile, my cousin had called up my sister asking where my mom and I were as only uncle and auntie showed up. Of course my sister was nearly hysterical with fright as she saw us leaving the house driven off to the airport. Only to realize my cousin is calling around 7am when we land at 7:40am. So it now dawned on them that our uncle and auntie was in the wrong flight all along! My goodness! If this didnt happen to us, i wouldve thought this is from a movie. Where is the security here? What happened to having a boarding pass? Because My uncle and auntie said theirs were not scanned. What happened here? I hope you guys will look in on this. Can you imagine, if those flights had an emergency, there will be 2 passengers in that first flight thats not accounted for right? The worries all around and the inconvenience of the luggage, we even had to purchase underwear and toiletries for them. The least you can do is give us and explanation.
(booking ref # MIGKFK)
talked to Shenna Sanciangco & Mars Cometa of terminal 4
Dabon, Daniels - inside Terminal Mgr Room

Booking date:august 14, 2018
Reference number:vf55vg
Book id:[protected]
Amount:14, 327.92
I need it to be removed from my credit card charges because it was declined. The booking never got through that why I used another credit card. But when I got my soa cebu pacific still charged it, I called my credit card company and they said that I should contact or mail cebu pacific, upon calling their hotline they wont even answer.

I made a booking oct 01, 2018 for 3 persons...2 adults and 1 child early in the morning.

At around 9: 00 am I went to nearest bpi branch and paid mnl to tacloban flight cebupac booking ref [protected], transaction id# [protected] with bpi receipt -[protected].. Total amount= php8, 052.48 cebupac cash for october 6, 2018 saturday flight.

Tacloban to mnl flight cebupac booking ref. [protected], transaction id# [protected] with bpi receipt-[protected].. Total amount=php8, 417.88

How can I encode my payment... Why our status is "on hold" when I have already paid it in bpi bank - blvd. Navotas city, mm branch.

What are ways to ensure that our paid booked cebupac airticket is valid?

Thanks,

Samelito
Sammaglinte. [protected]@gmail.com

Name: lyra tabar
Address: blk.4 lot 24 sitio manga punta princesa, cebu city
Agency: sports commission, cebu city division
Cp #: [protected]
Email ad:[protected]@gmail.com
Flight date: sept. 12, 2018; sept. 22, 2018
Destination:cebu to manila; manila to cebu
5J 562; 5J557

booking referrence: GIS72U

Sir/ma'am:

Greetings!
I am one of the cebu city delegates for batang pinoy national championship 2018 held in baguio city.
I would like to request for an electronic copy of my ticket and boarding pass which I lost last sept. 22, 2018 after my arrival at mactan cebu international airport. I badly needed the electronic copy for my liquidation in city hall of cebu-sports commission office.

Hope to hear from you the soonest.

Thank you very much and hoping for your kind consideration.

Sincerely yours,

lyra tabar

Name: lyra tabar
Address: blk.4 lot 24 sitio manga punta princesa, cebu city
Agency: sports commission, cebu city division
Cp #: [protected]
Email ad: [protected]@gmail.com
Flight date: sept. 12, 2018; sept. 22, 2018
Destination:cebu to manila; manila to cebu
5J 562; 5J557

booking referrence: GIS72U

Sir/ma'am:

Greetings!

I would like to request for an electronic copy of my ticket and boarding pass which I lost last sept. 22, 2018 after my arrival at mactan cebu international airport. I badly needed the electronic copy for my liquidation in city hall of cebu-sports commission office.

Hope to hear from you the soonest.

Thank you very much and hoping for your kind consideration.

Sincerely yours,

lyra tabar

good afternoon

I booked a returning flight today, september 25, 2018 for manila-gensan for dates october 5-october 11, 2018 amounting to 8, 852.36 php or AED647.73 since I am currently based in UAE... The booking was cancelled because he payment was unable to process...However, the total amount of the tickets was deducted to my debit card...REFERENCE NUMBER R8FM7L under my name KYRA MARGLYN PEREZ

Hopin for your reply

you may contact me on my email [protected]@gmail.com or pls contact me at +971 [protected]

I booked a flight you issued ticket with name incorrect...you refused to correct it in time for my flight
i booked second ticket got correct name...same day same flight i now have 2 two tickets one with wrong name..but you did not get it wrong on my credit card...now you cancelled both flights and refuse to refund any money...what is your problem? Is it just your nature to steal from people?...is this how you make your money?...

I made a booking from the online site however, there was an error "forbidden" there was no confirmation and your system just shuts down.So I tried to book again, then the booking went smooth and I was able to booked. But when I checked my email, the bank charged me twice..the first booking which was forbidden without confirmation has a charge and took the money from my credit card, how would I know it was successfully booked when there was no confirmation from the online booking because at the time I was trying to pay but it didn't showed confirmation but just "forbidden was the message " and I could not do anything because your systems stopped.Please, I need a refund...obviously I will not booked twice on the same time and day of flight...Here are the bookings made on the same day an interval of only one hour...

EE17XJ & A9L9WV Sept.21, 2018 GetGo ID [protected] contact# [protected]

I will be using the booking EE17XJ and Please refund the other booking A9L9WV..
This is your system's mistake and I demand for my full Refund.No one needs two bookings at the same time ...I am your regular customer, I've been travelling with your airlines for many years so please I hope you will do the necessary action.

Appreciate much of your immediate action..Thank yo

SEPT.12, 2018 Morning around 8-10am.
[protected]
I booked a ticket on that day using my RCBC credit card but your system declined it. di din kayo ng send ng itinerary to me to confim my booking so i assume hindi nga pumasok yung booking ko. But then when i received my SOA today my ng reflect. Amounting to P 1, 954.48.
Passenger Name : Abigail Caneda & Rod Jevon Caneda
i think the date i book it is around Sept.2019.
I already called the office of my credit card and they said that the merchant should be the one to reverse the payment or refund. Thanks.
I REQUEST A REFUND . Tahnk You.

Hi, I would like to file a complaint regarding the charged booking last Sep. 7 (cagayan to cebu route) in which it wasn't supposed to go through because of an 404 error message in your website after I made a payment online. I thought the booking did not go through, however, when I checked my bank account, it shows that the ticket has been charged. There wasn't even an email sent by Cebu pacific regarding my booking! Please let me know whom I can address this issue and how I can get my compensation back..your response is very much appreciated! Attached are the file charges.

I have been calling several times already regarding a refund request and until now it has not been resolved! What a lousy service from cebu pacific accounting department! I was assured that the refund process would take 10 to 15 days but it has been more than a month and still no resolution! I need to escalate this to the higher management and finally gets this crap fixed once and for all!

I sent cargo from davao to manila thru cebu pacific cargo, but the cargo did not arrive at sa assigned plane. After i call the cargo hotline they said that the cargo transfer to another plane and it will arrived at 09:45 pm so by 10:30 pm to 11: 00 pm the cargo is ready to pick up . The person who will claim the cargo arrived at manila cargo to get it at 08:00 pm until 03:00 am the next day. The person travel from cavite and not practical to travel back again. The good are PERISHABLE (Durian and Tuna panga. Until now the cargo did not claim. Please action this! We're not happy with your service.

Im Clarisse Jimenez, Last sept. 8, 2018 i had 3 passengers 1-60yrs, 1- 28yrs, 1-11yrs. bound from manila to bacolod with schedule flight of departure 0910H. We arrived at terminal 3 at 0730H, they went to counter for check-in but due to machine defects they were asked to transfer to another counter and at last they check-in at boarding pass was issued and time of boarding was 0840H. We were inside the airport already and they didnt page/ call any passengers name despite that they were checked in ang they were in the master list of passengers bound to bacolod for the said flight. At that time they reached the boarding gate 134-B at 0850H and the cebu pac agent told them that the plane left them already. The boarding time was 0840H and its only 0850H so for only 10mins they told my family that plane was gone, the agent never assisted the 3 passengers especially to think that there was a child and senior citizen.
So my sister called me to come back to fix their problem so we decided to ask help from ticket office inside the terminal 3 but they didn't help us. So we went to passengers help desk but we didn't get any help from them since they are insisting that it was passengers fault that why they was left by the plane because they were not in the boarding gate at 0840H, but to think that they were there at 0850H, so what i knew that 0840H will be the starting time to let the passengers enter the plane and its very impossible at a matter of 10mins only all passengers were inside the plane and plane left already at 0850H as verbalized by the agent in the boarding gate 134-B.
My question is what is the procedure of the airline if the passengers where being left behind?
What if the passengers doesn't have any money to rebook their flight?
My concern is i want the refund of my 3 passengers ticket since i rebook on the same day since for me its not the customer fault only there was a fault also from the management of the airline since they didn't follow the said etirinary and the said boarding time they issued. I paid again 7k plus for the rebooking.
I want to hear a feedback from you, you can send email to my email address: [protected]@gmail.com.
Thank you

My family and I were supposed to fly from san francisco to manila on sept. 5 oj a different airline. Our tickets were all purchase ahead of time to get a better deal. I think 3 weeks before our flight to manila my husband had a really bad back problem that he could hardly walk and do his daily routine. He was taken off by his doctor from work for a week. As anticipated husband tried his best to feel better before the flight but unfortunately still suffering from pain off/on and now including his legs and having problem. I canceled the flight and ask for a refund due to husband medical issues. Husband never had nor complain of pain like this before so I know it was really legit and he needed some medical attention. Cebu pacific ask to complete requirements that were not applicable here in the states and we still tried our best to complete it. Some were really common sense as noted on the doctor's note on my husband restrictions ex. Sittong/ standing/lifting etc was specified. I ask my husband if he can tolerate sittibg for long hours from pur flight from sfo to mnl and he said no. Cebu pacific stated the note says he can go back to work on full capacity this was before our flight but husband had follow up check up with his doctor on the day of our flight with cebu pacific. Cebu pacific asked for a medical certificate revision that he wasn't fit to fly. Now my question to them is that if we push to take our flight and something happen are they going to take the liability? Cebu pacific is truly full of [censored].

We provided all the requirements to refund but gave me a hard time still. This is the worst customer service ever!

Hi cebupacific, May concern sana ako na kailangan ma fix. Ng book po kasi ako ng flight sa inyo today Sept. 12.. I paid the booking via bdo debit card..but there were two transactions deducted from my debit account. the descriptions are : POS W/D SV CEBU AIR - PASAY MC PHIL [protected] and the other one was POS W/D CEBU AIR - PASAY MC PHIL [protected]. and My booking is only one with booking reference number RK1TMH flight #5J980 amounting to P1, 984.48.

Could you please credit back the another P1, 984.48 to my debit account as soon as possible. I hope you would be able to fix my concern kasi unfair din naman on my part na isa lang yong booking ko tapos dalawang beses na deduct sa account ko.

Thank you and Godbless.

I want to complaint your staff who is in the entrance going to immigration, the ladies wearing light blue polo shirt, they are very rude while talking to passenger. Im finish with the check in and one who check in allowed me to bring my bagpack and my luggage inside and then when im going to immigration they didnt allowed my bagpack because they said its bulky, i told them its only snacks thats why. The lady whos wearing light blue polo shirt told me "YOU REMOVE THE AIR" in a rude voice and I become irritating because the way she said. So I immediately go to check in counter again and pay for the excess. While Im going to immigration I saw one guy who remove the excess food in his bag just to enter. I go to the lady security who is the one who said to remove the air in my bag. I asked them why you dont tell me to remove excess in my bag instead paying P1700. She said she told me already, I told her you just tell me to remove the air in my bag and I walk away. Im very disappointed the way they treat the passengers, they treat us idiot. I dont deserved to pay P1700, you dont know how hard for us OFW to earned money and your staff will just treat us that way. We dont deserved it.

I would like to claim a refund for my plane ticket with booking reference EKTDWR. I was unable to take the flight 5J 777, Manila-Pagadian on 1 September 2018 as a result of the check-in counter officer's, Leslie Ann Marteniano manning counter E-11, refusal to check-in my principal's booking (reference no. YD7CXP). Consequently, my principal missed his flight.

I was on an official travel order to accompany my principal on the same flight to Pagadian. He was scheduled to represent Department of Agriculture to an event. Without my principal, I had no purpose going to Pagadian.

Details of complaint and reason for claim for refund

My ticket was checked in by a Cebu Pacific ground attendant named JC, without my approval. I was at the Terminal 3 about 2 hours before our scheduled flight. I requested him to assist me in checking in my principal, a senior citizen, at the priority lane. He got my principal's and my name and proceeded to the priority counter for senior citizens. I specifically asked to check us in together, and be seated together.

He came back with only my boarding pass. JC was able to check me in the priority counter even without presenting my ID. You can validate in your computer that no ID was presented. He told me that it is the procedure of the Cebu Pacific Air that a senior citizen has to present himself/herself at the counter to be checked in. That was strange because the procedure we know, because we have been done it so many times, is that the senior citizen can be checked in advance but the boarding pass will be given upon presentation of the senior citizen ID.

I was in front of the priority lane when last call for check-in was announced. My principal was already at the entrance of the airport at the time. The counter check-in officer still refused and would not even listen to reason, she insisted that my principal had to be in front of the counter. I already asked that they could hold the boarding pass until he arrived to present his senior citizen card. I was told instead to check in through the kiosk, saying "baka umabot ka pa." It was contradictory to their original premise that my principal had to be right there in front of her to be checked in. But because the officer kept on shoving back to me the copy of my principal's passport and electronic copy of plane ticket, I ran to the kiosk in my desperate need to get my principal on the flight. We learned later from a Cebu Pacific official that the kiosk is closed one hour before the flight. Yet, Ms. Marteniano gave me that option when she could have just done it at the counter. I lost precious minutes because she kept on suggesting different options instead of just doing it herself.

While I was away from counter E-11 my principal arrived and did not see me there, so he did not approach Ms. Marteniano. Had I not been sent away by Ms. Marteniano to try other ways to check in which apparently, she knew would not work, my principal could still be checked in.

Given the above details, I am asking for a refund which I deserve because the reason I missed the flight was caused by Cebu Pacific personnel.

Booking reference number: D9WIVC

Flight details: May 02, 2018/5J561 Manila-Cebu departure 10:15AM arrival 11:45AM May 06, 2018/5J570 Cebu-Manila departure 6:10PM arrival 7:40PM.

Passengers name:
Jayare Reyes
Ma. Krisidra Maruzzo

Contact details:
Mobile number:[protected]
Email ad: [protected]@yahoo.com

Refund is istill not processed with Citibank Credit card. Cancellation of flight is done on April 2018. Thank you!

Good day CebuPac!

Sir/ Maam, can I request for a copy of my boarding pass for the flight I took under your airline last August 29, 2018 from Manila to Tuguegarao and on August 31, 2018 Cauayan to Manila, 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: PF6FUW
Passenger Name: Julius C. Rama and Neil Ernest Mercene
Route: Manila to Tuguegarao (5J504) (August 29, 2018/ 08:05H)

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

Respectfully,

Julius C. Rama