Cebu Pacific Air
Reviews and Complaints

I called the hotline of Cebu Pacific (Singapore) around 1020pm (14/12/17) after a numerous attempts, a certain CJ (guy) answered the call (waited for almost half an hour since my call was actually put on hold and at times Singtel informing me that the number 315 80808 was not in use). I gave him the necessary details for the rebooking since my reason for calling was for the payment of the terminal fee Pph550 in order to push through the reservation and to save the preferred flight sched as per adviced from the previous representative named Christine. Cj, gave me the most unpleasant experience calling in your hotline, first he gave me the wrong information about ADDITIONAL CHARGES which is the call center fee of 750 something due to "manually decline" the whatsoever he's trying to tell me which is the previous rep didn't mention anything about that, she only specified the TERMINAL FEE which is the 550php, and CJ LITERALLY GAVE ME THE WRONG INFO if you could listen to the recording he stated the additional fee is due to additional baggage WHICH I DID NOT REQUESTED ANY.. He apologised and put me on hold, Instinctively, I already have this feeling that he might do something. Lo and behold the line was breaking up when he get back on me, I'm not surprised at all, and he released the call, wow! the nerve! Please do something about that. He is representing your company, I fervently hope that he will not breed, he is a liability to Cebu Pacific.. To be specific that CJ has a voice of a "gay person", not implying that he is.

Disappointed Customer,
-Rica (sister of the passenger)

My husband was booked for a flight last dec 6, 2017 1pm flight pagadian to cebu. His flight was cancelled for unknown reason and was transferred to ozamis for a 4pm flight. After travelling for 2hours to ozamis, he noticed that cebu pacific personels were roaming around asking anybody to give up their flight tickets in exchange for 3000 pesos and a free rountrip ticket. Nobody wanted to give up because they all had theur reasons that they should arrive to cebu on that day. Solution? Well, cebu pacific cancelled the entire flight! And so all were supposed to fly again the following day 6am (dec 7) ozamis cebu. But, it was then delayed to 835am. And then, now its been delayed again and moved to 935am.
Cebu pa ific, pls, you better shut down your business. The filipino people doesnt deserve this kind of treatment. If we only have another option we would never fly with you. WORST airline in the history of mankind. People have matters to attend, important ones.

I would like to share our horrible experience with Cebu Pacific Air. My name is Vicky Cruz and our family is based in Singapore. My parents in Manila, both senior citizens, were scheduled to fly to Bali from NAIA (QFTH9N and SIL8PH) early morning today, 5th December 2017. A week ago when they learned about Bali's Volcano situation, they already called your office requesting for your consideration to rebook their flight without any applicable charges. They were told that their request will have to go through management approval. No update was given to our parents during that week. Yesterday, when my mum again called to follow up on the request, she was surprised to find out that the only option available to them is to either push through with the original flight booking or to rebook the flight with additional charges. She then requested if she could reroute the flight and pay additional charges as needed. She was again told that her request will be sent for management approval. My mother's blood pressure spiked while coordinating with your airline about this change. She got very upset because she did not want to disappoint us, because we (her children) had paid for their airfare. I was informed by my sister from Manila of what happened, so I decided to settle this issue myself. I had been messaging Cebu Pac (through Facebook) since last night and found out about the only option you could give to those who have flights to Bali is to push through with it. I even tried to make an overseas call today, 05 Dec, only to find out that my parents' flight from Manila to Bali had already been forfeited and could no longer be rebooked nor retrieved.

Cebu Pacific Air, please note that my family was also set to fly to Bali yesterday 04 Dec via AirAsia together with my other sister's family who would be coming from Australia via Jetstar. In our cases, we were both given options to refund or rebook without any additional charges. Kindly understand that we could not in good conscience let our elderly parents push through the flight to Bali by themselves given the potential hazards. It already sounded horrible that you were still encouraging them to fly to that place! We were only requesting to at least rebook or reroute the flight and even pay for additional charges but this request was not granted. This is so disappointing! With this, we would be compelled to call attention to our situation via social media and no longer use any of your airline's services.

I hope that this matter will be given attention by your officials. I would probably understand if the airline could not extend assistance to me if my family were the affected passengers. But for two elderly clients, given the imminent danger in Bali, at the very least you could have been more considerate.

Yours truly,

Mrs Vicky Cruz

Singapore +[protected]

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 smart LG 43 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

Sent from my iPhone

December 3, 2017 3:30 am, my flight is at 4:55am to Legazpi I was stuck in Check In Baggage line for more than 40 minutes! Then the lady in the counter said that I was already late for my flight. How can I be late for my flight if more than 1 hour palang nasa pila nako? There was no last call or anything for people who will be late for their flight. I followed the lady's advise and went to the ticketing office. When I got there they said I need to pay 10, 800 PHP to book the next flight to Legazpi. There was no Baggage Allowance for the flight the ticketing agent booked for me. So I went in line again to check my bags and pay extra 1, 000, another 40 minutes wasted! Delayed flight pa! Super hassle! No customer service! Worst airline ever!

Good Day!

On behalf of my colleague experienced with your airlines CEBU PACIFIC our main complaint is that your airlines were really careless and irresponsible in handling the passenger's luggage. I booked a flight last November 13, 2017, flight no. 5J 962 and 5J 506, Davao - Tuguegarao via Manila. And as per experience with my colleague because of the poor service you made, he was unable to attend a very important meeting at Tuguegarao because he waits for a long time for the arrival of the luggage, Airlines guarantee that the luggage will be delivered by 11am, December 5, 2017 at the said hotel address but Tuguegarao CebuPacific Airlines failed to deliver at the time given and aside from that it causes/added expenses in his stay.

We understand that mistakes happen, computer failures occur and things can't always run as smoothly as planned. However, we don't understand the lack of customer service, including delayed deliveries that we received. We felt disregarded and unvalued. We realize many customers experienced delays and similar problems, but we still felt like things could have been handled better. We would like to be able to continue to fly with Cebu Pacific Airlines, but as I'm sure you understand we have hesitations now due to this experience

We would hope that you take these complaints into consideration and that you would compensate us for the added expenses.

Thank you

It was my second time to book a flight in cebu pacific website but i always get the incorrect booking date and invalid reference number everytime i go to bank to pay. At first I booked a flight last 17-nov and the booking date in the itinerary receipt is 16-nov. i tried to pay the bank within the day of booking date but the bank said the reference number was invalid. I booked again today 19-nov but i got the same problem, the itinerary receipt booking date is 18-nov instead of 19-nov which makes the reference number invalid due to payment must me done until 23:00 of the booking date. I think cebu pacific website have problem. Please fix this as my preferred flight schedule is coming and until now i dont have ticket yet!

It happened last Oct. 31, 2017, 4:30am at the Cebu International Airport.
Our family was lining up at the web check-in counter ( NARITA ) of Cebu Pacific Air to drop our luggages before entering the pre-departure area .
As we were lining up at the front of the counter, their were 3 passengers ahead of us . The first passenger was a Japanese woman who was travelling lite but had a big luggage to check in which she was advised to pay for the luggage and so the clerk at the counter waited for her to settle the payment before releasing her boarding pass. The next 2 passengers are couple ( Filipina and Japanese guy ). After they had check in their luggages, they were advised by the same clerk to pay the Phil. Travel tax before their boarding passes will be released . But the worst thing about it, the clerk were talking to the Japanese guy at the counter while waiting for his Filipina friend to return with the payment receipt . So, we were waiting for our chance to be check in for almost 20 to 30 min already. Upon our turn to check in our luggages, I told the clerk that she was doing the wrong thing becuase it was supposed to be a bag drop counter only and should not take much time in lining up, as the airline slogan said " CHECK-IN ON LINE TO AVOID THE LINE ". But the clerk insisted that what she was doing was correct and we had to wait for our turn to be checked-in . And right after I complaint, her supervisor approached me and told the same thing that I had to be patient in waiting to be checked-in . While talking to the supervisor, her manager came to their rescue, and the same thing he told me to wait for my turn becuase their were lots of passengers . Actually there were only 9 of us lining up, 1 was the Japanese woman, 2 were couple, and 6 of us in our family . I was very disappointed during that time becuase I had prepared everything before going to the airport like, paid the travel taxes on line, and weighed our luggages, to have a smooth process at the web check-in counter, but all these preparation were useless becuase of the way we were handled by the airline personnels .
The following personnels are involved ;
JOSEPH VAN LLENOS- Manager
MARY ANNE SANCOBER - Supervisor
MARI CLAIRE OBIERO - Clerk
I hope this complaint will be given your utmost attention .
And I would like to have a conference with these 3 personnels.

Thanks,
AR. ALVIN N.QUIBILAN
Cel; [protected]

Hi,

Hope all is well with you... I have a query regarding of my booking a minute ago (November 4, 2017) .. I decided to book my itinerary flight on February 16 at 9:40 am from Manila to General Santos City... I used my credit card to book the flight, however, the system canceled my booking and it was deducted to my credit card (PHP 4, 632.96) is there any chance you could resolve this matter?

Here is my booking reference (VEFFUG)... please resolve this matter.

Thank you,

Customer hotline numbers are not accessible, I had to call one of the international hotlines just to get my questions anwered. Even if they have facebook messenger as one of their contact means. It takes ages for them to reply back.

Cebu app and website has problems with their check in. Was supposed to check in days ahead before my flight for my convenience. But can't log in on their website and there is always an error occuring on their application for check in.

Received a notification from my email that the online check in is available for my return in Australia. Upon checking it my flight was changed to 1st of November instead of the 2nd. I booked my return on the 2nd and there were no emails from them before hand.

Hope they fix it. Very disappointed and stressful experience.

Hi this is to raise a complain regarding Cebu pacific the service and the booking I did when I was in vacation last oct 3 2017 I booked a flight on that mentioned date using my debit card then proceed to payment and since I am using a mobile banking after I purchased I immediately received a SMS from my bank that I have purchased certain amount and it was deducted on my account afterwards I was waiting for my booking reference since it's already deducted to my account however I did not recieve any and since I was thinking probably the airlines might have system error I was concluding that my name will surely be on the system or on the list of passenger since I'm paid. upon the day of my departure and I was on the airport I really feel embarrassed cause upon checking in the staff attended to me ask about my reference booking and since I don't have it I told him to check on the system however the staff told me that my name was not on list of those passenger I was very angry to the point that I literally cried cause I have international flight to catch That day, I asked and showed to the staff the SMS I received from my bank and that amount I purchased was being deducted and I was waiting for an answer as to why it happens apparently he replied that they have error on the system and they return the purchased amount which is infact it wasn't.. considering that I have international flight to catch they never give me an option or any assistance instead they told me to purchased a ticket right away with a double amount of what I purchased ..I was very tense cause there's no other flight after that and obviously there's no way to catch my international flight if I wont be able to cath the flight but unfortunately I missed it, . my experience was horrible and worst ever since what happen to me was crazy as I rebooked another domestic flight and international flight and also my time and my schedule To report to work was affected..
I hope I will get a reply from this complaint as soon as possible..

i would like to complain and be properly compensated with regards to unacceptable and very stressful experience that we had with our flight MNL-TAG FLIGHT 5J 621, i am traveling with my sister for a tour in bohol that had planned for so long and when this much awaited trip came this is what happened, our flight is on October 14, 2017 at 1PM and due to some technical issues while we are boarding at the gate 116 cebu pac ground attendees announce that we had to transfer to another gate which is gate 133a and wait for further announcement. as we are already in gate 133a they said that our flight is on hold we've waited for almost 45 minutes and their announcing the same until it reach past 2PM wen they decided to board us and rode to the bus heading the plane. but to our surprise the bus headed back to the arrival section of the airport and they askes us to go down and wait again in gate 133a for further instructions as our plane will be changed yet again. then we sat waiting as they are saying that it will be fixed anytime soon. We are frustrated and very disappointed as we cannot even have our lunch because we might board anytime soon, we were so stressed because as well as our hotel arranged (paid) airport pick up is waiting for us in tagbilaran. Then at around 330PM they decided to call us for boarding and finally remembered the passengers need to eat and were given "water and meal from jollibee" which i u cannot even eat having a real bad situation. Riding a bus with big rains they ask us to climb up the stairs without much assistance knowing that a lot of passengers are senior citizens (including my sister and just here for a 20days vacation from USA) we are so tired and just would like to fly to tagbilaran thats why we didn't bother to camplain anymore all we want is just to proceed and fly to bohol. Then finally after few announcement that we have to wait for a while as theres no parking in tagbilaran yet our flight pushed through. And finally at around 5pm we reached tagbilaran airport territorial, rounding in the air for almost 30minutes or more the crew announced that we cannot land as there is still parking issues then after somtime they announced that we have to land in cebu mactan airport as there is disruptive weather condition in tagbilaran "wow" its already past 5Pm our one day for a paid sight seeing in tagbilaran was gone and with this situation we are deeply upset and angry, as we know that this kind of situation should have been anticipated before departing manila. Then they have announced that we have to wait for further instructions. Hungry, tired, angry and frustrated are just some of the emotions, u can name with our situation during that time. Then the crew announced that we have to head back to manila as they dont have direct flight from cebu mactan airport going to tagbilaran airport. "WOW" so what now? everything is ruined! All passengers are panicking and since the crew were as confused as we are on whats going on a certain ground officer announce and gave us a choice... unbelievable! He said that those who wants to go down in cebu mactan airport can go but their tickets will be forfeited, and those who would like to travel back to manila will be rebooked by earliest tomorrow morning. Numbing situation! This is very unacceptable take note as we are all disappointed we were asking them "okei if we will be rebooked then is cebu pac will give us accommodation? they simply say no!" everybody got angry about this so that almost half of the passengers on the plane decided to leave and have their ticket forfeited in frustration with the lack of of solution of the airport management. Then when they have finalized the remaining passengers that will fly back to manila they announced that they will actually provide us with hotel accommodation wow! y? because we complained? and if did not u'll not do anything about it cebu pac? And to think this is not how u should treat us in the first place! To make all of this short, heading back to manila and reached by around 8pm we have to wait again for our hotel accomodation process and booking and then finally reached the hotel at 1030pm! imagine that we have to wake up at 2am because they said that we are to check out at 3am for the rebooked flight they have at 6am... did u know the stressed you have given all of your passenger and its not even a seat sale promo ticket that we bought from you and we get this kind of service. I am taking time to write all this crappy experience for you to improve your services and to give u a chance to properly compensate us with all the trouble and expenses we needed to pay and repay due to your poor airline service.

MARIA GRACIA NUEVO
[protected]
[protected]
anna.[protected]@gmail.com

I am very dissatisfied and very disappointed with the experience I had with Cebu Pacific Air last October 9, 2017 in Manila International Airport.
The incident occurred in the morning at 10am on the said date when I was making an additional baggage to my flight on that night. However, my debit card has been declined for three times with unknown reason as I have money in my bank.
I called the customer service hotline number to clarify such incident and we were advised to go to the airport 4 hours before our scheduled flight and settle the payment at ticketing office instead and also have mentioned that if we could not make it to 4 hours before, the request for add on baggage will be automatically cancelled.
Due to the unforeseen circumstances and with the heavy traffic in Manila, we already expected that we could not make it to the ticketing office 4 hours before our flight, so we have decided to just left some of our things home and re packed our baggage to the allowed limit in our booking.
However, upon checking in, we were forbidden to check in as there was a pending $28 to settle which is the earlier add on baggage.
I am so frustrated that, how come the policies were not aligned from the customer service hotline and the customer service check in counter?
We thought that the add on will be automatically cancelled if we could not make it to 4 hours before?but then how come they did not want to allow us to check in?they wanted us to go all the way to the ticketing office to pay. Why couldn't we pay straight away when there is a cashier beside the check in counter?or why they couldn't just let us in without the additional baggage since we already fixed our things to make it to the allowed baggage? We wanted to talk to the supervisor or the deciding manager, but she/he just let the staff handle us. I feel bad for the staff who assisted us as he was very polite and a teary eyed and did not know what to do with our complaint.
What kind of service is this? Instead of giving their customer a solution, they are still adding hassle and trouble to the problem.
And now, when I checked my bank account, it has been stated that it has been debited from my account 3 three times!
I am really really disappointed. And to top it off, as per usual the flight was delayed.
In general, I believe Cebu Pacific should do something about it. This is not the first time I had a problem with this airline. This is the only time I write a complaint cause it's already too much. I hope they will be able to return me my money debited from my account as soon as possible.

I booked a flight from manila to bacolod via online booking. I booked for a one way flight for 1 person on this transaction. During the process J encountered challenges like your website hung up. After three ettempts I finally succeeded and book a flight. However when I checked my balance I dound out that the 2 last unsuccessful attempts qas charged to my account. Please return the money for the 2X over charged. I'm looking forward that this letter will merit you good office a prompt action and favorable decision, thanks.

I made an advance booking for Tagbilaran from Cagayan de oro city round trip on Oct 2, 2017. The dates I was to travel are Oct 23 and Oct 17. The internet was lagging behind. I tried using my debit card and it gave a booking reference EFQ2VN but no particulars. I thought it didnt get through and tried again. But later in the evening, I was surprised to see the charges in my debit card worth Php 2, 611.76. I went to the itinerary receipt using the Booking reference and to my horror, there was no flight details and there were 2 approved payment details. The other payment might be the credit card I also tried to use. Please refund the payments if it there are no booking done for me.

I would like to clarify this booking reference number# ie7zhd if this is really close or okay because when i book this morning the payment is approved but suddenly messages shows that your booking is closed we are unable to process your payment and your booking is cancelled. I am wondering why because in the payment summary its shows that transaction id: [protected] is approved with the amount of php 2, 825.20 please clarify this booking if this is really cancelled what happen to my payment

Date of incident: Sep. 15, 2017
Flight details: Mla-Lgp, flight 5J327, 4:35 PM
Complaint against Flight Attendant: Bess Dela Cruz
Desirable solution: proper sanction for unethical behaviour of FAs who were reprimanded for disciplinary action, Cebu Pacific Trainings on Risk Management specifically for FAs'

To the officer concerned:

I am writing this letter to formally file this complaint about the FA Bess Dela Cruz, urging me to do this when she said "sige i-complain niyo ako, ma'am".

Allow me now to narrate the scenarios of this incident.

Scenario 1:
I was seated on 23C (aisle), asleep from the time the plane took off NAIA terminal 3.
Upon collection of trash, Dela Cruz was the one standing next to my seat, when suddenly an unfinished cup of coffee splattered on me.
The conversation:
Dela Cruz: Oh no may laman pa pala (referring to the cup of coffee that was already spilt). Ma'am nabasa kayo? (referring to me which was so obvious on my white blouse). Ok lang ba kayo? (got tissue paper & wiped herself first before helping out a passenger)
Me: (chose not to utter have a violent reaction and managed to say) Baka gusto mo muna ako bigyan ng tissue at punasan bago sarili mo.
Dela Cruz: Sorry ma'am. Kunin niyo na po itong tissue. Balikan kita.

Scenario 2:
Dela Cruz was back with a cup of water and whole pile of tissue to offer to me.
Dela Cruz: Ma'am, gusto niyo ba mag CR?
Me: No. (I remained calm on my seat so as not to create a scene while still in the flight)
Dela Cruz: Ma'am, yung nakatapon sainyo medyo matanda na kasi (she was referring to the lady seated on 24D)
I had no idea of the person Dela Cruz was describing as "medyo matanda na" because the persons in my row (23 A & B) were a young couple whom I thought were the guilty party.
Me: Thank you (referring to the lady in 24D who handed me wet wipes)
Dela Cruz left my post.

Scenario 3:
I chose to confront Dela Cruz when almost all the passengers were already deplaned.
Me: I think next time you should be more careful when handling trash.
Dela Cruz: Ma'am hindi naman ako yung may kasalanan, yung matandang babae na nagabot sainyo ng wet wipes, sya yun.
Me: (puzzled & irate) Huh? How could that be? Someone from across the row & seated was the one who spilled the coffee? Diba ikaw naman talaga nakatapon sakin?
Dela Cruz: Hindi ma'am (held my hand to keep me in the corner opposite the front exit door)
Me: Do not push me. (pushed her back as a reaction)
Dela Cruz: I am not pushing you. I am explaining but you are not listening, galit na galit kayo as if I'm the one who did it to you.
Me: Alam mo, mas galit ako ngayon kasi the way you talk to me, your stance, you are not sincere & apologetic.
Dela Cruz: I know ma'am it was embarrassing on your part kasi natapunan kayo ng coffee pero di nga ako may kasalanan.
Me: Stop being [censored]y. Now, can i get your name?
Dela Cruz: Why ma'am?
Me: I just need your name. (she was not wearing a name plate)
Dela Cruz: Why ma'am?
Me: Can i have your name. I just need to know your name.
Dela Cruz: (smugly got tissue, wrote her name on it & handed it to me) Sige i-complain iyo ako, ma'am.

With these scenarios, I am positive that I have clearly narrated the entire incident in an easy to read & polite manner in order for Cebu Pacific to properly address this complaint.

I will appreciate to receive any feedback on this matter through my email address, [protected]@yahoo.com or my mobile number [protected].

Respectfully,

Tere B. Eva

You guys recently (2017) changed your in-flight meals and you sent an email to affected passengers that they would need to change the meals they had chosen when they booked their flights.

Problem is, your prices for the new meals are cheaper than the original ones that we had chosen (meals used to cost P500 each, hence we paid P1, 500 for 3 meals). If we now change our 3 meal choices, total cost would now be less than P1, 500. So what happens to the excess amount?

Your call center says the excess CANNOT be refunded nor credited to a travel fund. What?!?!

You guys should remember, we weren't the ones who initiated the change of meals, you were the ones. And now you refuse to return or credit the excess money that we paid for the original pre-ordered meals when we booked and paid for the tickets. That's plain and simple highway robbery, considering how many passengers are affected by this meal change. You mean to say Cebu Pacific will simply get to pocket all that excess money?

Your call center is of no help at all, they just keep giving people the run-around. Each time you call, you have to keep repeating your story/issue and again each time, they can never provide you a resolution.

Hello Mr. Lance Gokongwei! Don't you think this issue is worth looking into and worth resolving once and for all, for the sake of all BOOKED AND PAID passengers of your airline? Up to now (after 2 months of waiting), we have not received any solution to the problem.

You guys recently (2017) changed your in-flight meals and you sent an email to affected passengers that they would need to change the meals they had chosen when they booked their flights.

Problem is, your prices for the new meals are cheaper than the original ones that we had chosen (meals used to cost P500 each, hence we paid P1, 500 for 3 meals). If we now change our 3 meal choices, total cost would now be less than P1, 500. So what happens to the excess amount?

Your call center says the excess CANNOT be refunded nor credited to a travel fund. What?!?!

You guys should remember, we weren't the ones who initiated the change of meals, you were the ones. And now you refuse to return or credit the excess money that we paid for the original pre-ordered meals when we booked and paid for the tickets. That's plain and simple highway robbery, considering how many passengers are affected by this meal change. You mean to say Cebu Pacific will simply get to pocket all that excess money?

Your call center is of no help at all, they just keep giving people the run-around. Each time you call, you have to keep repeating your story/issue and again each time, they can never provide you a resolution.

Hello Mr. Lance Gokongwei! Don't you think this issue is worth looking into and worth resolving once and for all, for the sake of all BOOKED AND PAID passengers of your airline? Up to now (after 2 months of waiting), we have not received any solution to the problem.

I booked a ticket online clicking the "return ticket" or "2-way ticket" but when the itinerary came, its the same Dubai-Manila instead of Manila-Dubai for the return ticket. We've tried to call them but their phone is only ringing without someone to answer. And without knowing its a promo fare, they are hands-off already for rerouting/cancellation of the said flight going back to Dubai. They must have at least sense of responsibility of assisting and helping us since it is their system's fault. I e-mailed them also but no reply from their side het.