Cebu Pacific Air
Reviews and Complaints

Dear Cebu Pacific air
I'm Van Le, I'll have small trip from 16 Aug to 20 Aug traveling to Manila. But today I suddenly receive the your email about change schedule of flight from 20 Aug to 21 Aug! How it's possible?
If base on your flight, please change me to earlier date from 20 Aug to 19 Aug. Due to having my own work and bussiness, I can't leave more! Please understand!

Best Regards,

Le Quoc Van
[protected]

this is with regard to our flight last July 22, 2017 Thursday; from Davao to Manila, ETD was 10:10a.m and we are delayed for 2 hours due to technical issues and when we finally left Davao around 1215p.m after few minutes in flight we received an announcement that due to some technical issues (cabin pressure was faulty) we have to land back to Davao and we wer airborne for an hour after the announcement. The way they handled the problems was beyond appalling, everyone was confused to what to do next as their staff don't know what to tell us aside from go to Counter 1 & 2 to either ask for a refund or rebook the flight with no consideration for those other passengers with connecting flight. They managed to transfer me and my husband with our 4 yr old daughter to Philippines Airline PR 2816 after being persistent and left Davao around 1450H. When we reach Manila we assume they transfer our luggage to the same flight and found out it wasn't there at all. We file the baggage delayed in the airport and have it scheduled to be delivered as our daughter' allergy medication was in the suitcase. We received the luggage Saturday night of the 24th June, 2017 1950H. We had bought some things for us to use since arriving in Manila that Thursday, but the hassle and stress that it causes us and the expenses for the new clothes and personal stuffs was just beyond me. We are here in the Philippines for a couple of weeks to visit some family and be flyi back to England soon. I sent a guest feedback form regarding what happen but the reply said to give them 7 working days to get back to me, their customer service number is always busy when I tried. We are leaving the Philippines in 6 days. I never had an experience as stressful as this, I've been to different country and for them to mess things up on a domestic flight is just appalling, their staff are not very helpful and not at all friendly and approachable. I'll never use them again and will definitely warn my friends who are coming to visit their family here in the Philippines to avoid them.

Hi

I tried booking a dgte-manila flight last april 10, but failed maybe due to technical issues. Then i received an email saying "we noticed you didn't confirm your flight booking, so here's a little reminder". I thought to myself, i'll just book tomorrow, april 11, i have some work to do that time, anyway my flight is still on June 15. THAT WAS THE ONLY EMAIL I RECEIVED FROM YOU. So the next day, i successfully booked a ticket with confirmation number T58RRR and i really received a confirmation email this time. To my surprise, i was told by the ground crew when i checked in on the morning of june 15 that i have 2 round trip tickets on the same day, but he confirmed that the other itinerary receipt was not sent as indicated in your system. I was charge doubly because i didn't receive any confirmation on the first attempt. Even your ground crew can confirm that the system says itinerary receipt wasn't sent. When i pay my card account, i didn't double check, and when i ran through the charges, it isnt oit of the ordinary for mu account to have lots of plane fare charges. I travel alot so i went through the bill then paid. Only when the ground crew informed me of what happened that i realized the mistake. I need a refund for this. You have to consider this: think about it: how can i occupy 2 seats at the same time. I wouldn't book another sest for myself had i received your confirmation email. Thank you

This is regarding our flight from Hongkong to Cebu June 15, 2017 9:40am which was cancelled due to technical reasons. The circumstances demand our patience and we were diligent in waiting. However, the passengers were not accommodated well to the extent that the flight was delayed for about 15 hours and this is unacceptable. The flight is transfered to Hongkong to Manila but then upon arriving in Manila the transfer desk had no idea that we are coming, we are all exhausted by your poor services and lack of information for us passengers in a foreigner country. Is this the kind of system you have then your not communicating asap with the incharge in Hongkong, it takes passengers to get mad for an hour for you to respond asap. We waited 15 hours and more just to get home. We have a fun vacation in Hongkong and all of a sudden that happy moments just turn in frustration because of your services. You offer a promo flight that we have paid the right amount then in return its just a disaster for us, for my whole family and special for all of us passenger.

I hope you take action to this matter asap, if this is the first time that happen in your company you should take the consideration to have another option or BCP for us passengers. This inconvince is just to much for us. Hope for your asap reply, you can just email me @ [protected]@gmail.com, to what action to be taken regarding my concern.

God Bless

Sincerely

Astrid Gail Rama

On June 12, 2017 I was to board the flight 5J 395 from Manila to Cagayan de Oro. My flight’s boarding time was 7:45pm and departure time is 8:15pm at NAIA Terminal 3, Gate 134B. I checked in online and was already at the airport around 7:10pm. I also lined up to have my ticket printed and the ground crew said that it was not necessary since I already have a copy of my boarding pass in my cellphone gallery. I even asked her regarding the status of my flight and she said it will depart on time as there is no advice that it will be delayed. I was glad upon hearing this since I was enthusiastic going home without any delays. I was already at the pre departure gate and also went to the comfort room since it was still early. Upon arriving at the boarding gate the ground crew informed me that I cannot board the aircraft anymore and it was still 7:50pm. I could not understand how in a span of 5 minutes they already closed the plane. My boarding pass clearly indicated that boarding time is 7:45pm and I was at the boarding gate at exactly 7:50pm. I tried to beg for the crew to let me board the plane since I have no money left to purchase for a new ticket. I explained to her that I am still on time and I have the right to board that plane going to my beloved CDO. She refused and frankly said to me to just book another ticket to another flight. I was traveling alone and being the pacifist that I am I didn't make a scene. I was speaking to her in a calm voice and I pleaded for help regarding my situation but the crew never even offered to rebook and on top of it all, would not refund my ticket. I felt hopeless with my unpleasant experience with the ground crew so I went to the Cebu Pacific Admin Office to seek for help regarding my situation. In the Admin Office they said they will call the crew in the boarding gate. After calling, the crew from the Admin Office told me they cannot do anything about my situation. They wouldn’t even offer to rebook my flight which was their fault in the first place and outspokenly told me that Cebu Pacific is a budget airline and they would not wait for any passenger. She told me I was at fault that I didn’t answer the call, why would I even answer the call when I am already in the boarding gate. I was already checked in but they wouldn’t allow me to board the aircraft. I have been a loyal customer though I am experiencing delays on your flights; by far this is the worst experience that I had received from Cebu Pacific Air. I felt disrespected and humiliated as a customer. So easy for you to say to book another flight when you know all too well that airfare prices are too high when you are travelling on the next day. I was crying out for help yet you have done nothing, you have only given me emotional stress. I have had my share of incidents as an air traveller, but had never experienced anything as unpleasant and as distasteful as this. I never even heard a single apology for the hassle you’ve caused me.
In the Passenger Bill of Rights Chapter 1, Section 2.9 clearly states that "Denied Check-in" takes place when a passenger, who has presented himself/herself for check-in at the appointed area and at the appointed time, is denied or not processed for boarding a particular flight. "Denied Boarding" takes place when a passenger, who holds a confirmed reserved seat, and who has presented himself/herself for carriage at the proper time and place and fully complied with the carrier's check in and reconfirmation procedures, and who is acceptable for carriage under carrier's tariff, was not allowed to board the aircraft. Understanding this, I have every right to board the aircraft since I was at the boarding gate at the right time. With this, it constitutes a contract of carriage between your airline and me as a passenger, whereby the air carrier, for consideration, obligates itself to transport a passenger by air safely, efficiently and conveniently along a stipulated route at a given date and time. Herewith, I demand for an apology and a full refund on my June 12, 2017 flight from Manila bound to Cagayan de Oro City.

To whom this may concern,

We purchased a ticket at Cebu Pacific last 18 Jan, 2017 Ref: EH4BNH for 4 passengers (My Family). We received an advisory from the customer service notifying us that our trip is cancelled due suspension of flights. We were given an option to either refund, rebook or transfer arrangement and we opted to just transfer us to another airline. We contacted the customer service many times but the answer we get is to wait for the call from the agent. We are scheduled to fly in 2 weeks and no update up to now. We even send one of our family member to the main office to check this issue but still the answer is to wait for the call.

Please let us know what is our status, whether we are waiting for something to happen soon or we will just hang on until the day of our flight. We already filed our leave applications to our company.

Hope you could get us an answer as soon as possible.

Thank you and hoping for your prompt attention to this matter.

Regards,

Mrs. Pastrana

Unacceptable situation

My name is [removed] and my booking reservation was cedrja.
This email to complain what happened to me.
I have booked the flight no. Dg6043 of the 19th may from manila to coron in march and I paid everything in advance by card. First, I wanted to book via other portals but then I decided to book directly through your website.
The worst mistake ever. Until the firsts of may, everything was regular and the reservation was still confirmed, then I decided to add a luggage on my flight and the un-incredible happened.
I tried a few times to pay the balance due of 500 pesos but the transactions were always denied even though my cards were all available. I decided to pay everything in the airport because nobody answered my emails and calling from abroad was expensive.
When I arrived in the philippines, the first thing I did was to call the cebu pacific air customer service.
The service was very poor. I talked first with mr. Paul who said that my reservation was not valid!
I've explained him that the money was charged from my credit card and I had the flight confirmation so he could not tell me that my reservation was not valid. He explained again that my reservation was not confirmed and said that the money was charged to check if the card was available but it will be accredited again.
What kind of joke is that? I am a traveller and I work in this field so I know how things goes. What an excuse.
However, he said he'd call me within 48 hours I said I hadn't much time because it was 3 days before the flight and nothing. No interest, no rushes. Nothing.
I've called again in the afternoon, i've talked with another person and back to zero again, explaining what happened. The call was interrupted because i've finished my load so I had to load my cellphone again (Calling your service is so expensive, I think i've spent about 1000+ pesos only for you, for your poor service).
Anyhow, i've called for the third time and spoke with a girl, she explained us what happened, that you had some machines problems and our reservation has been cancelled and you'd give us our money back.
Just an advice, in this cases never say that you give the money back because I don't need my money back, if I book a flight is because I need it. Don't you think so?
This girl after almost an entire afternoon on the phone, letting us wait, said that she'd let us know within 48 hours. Do you understand that if I have a flight within 3 days I can't wait 48h?
The day after, we had to change our programmes (For your information, we were in the philippines for vacation and for bussiness and because of what happened we've wasted time changing our schedules) and we travelled from batangas to manila.
We went to the cebu pacific office near the airport and talked with ms. Diana who kindly assists us.
I've explained once again what happened (I believe that you should improve your service, I was so tired of explaining the issue. It's unacceptable) and she said that the reservation was no more available and that we would be refunded.
I've explained her that i've booked that flight for a reason, i've business in coron and because of you I had to change some schedules.
I've waited more than 4 hours in that office, waiting ms. Diana to fix the problem.
It's incredible how in situations like this no managers were available and nobody seems to care!
As I said to ms. Diana, if you had a machine problem and some reservations were accidentally cancelled is none of your clients business. I don't care if you had a problem and if you sell the flight i've booked 1 month before. It's also funny that who had problems are we, the first who booked that flight and not those who booked after us. Just because perhaps they paid more than us? You are so incompetent.
I could have sue you for this. Selling a reservation and receiving other money when some people already paid and didn't receive any communication of the problem and the cancellation.
Do you have any idea of what would happened if we didn't call you for the luggage clarification? We had no idea that our reservation was cancelled.
Anyhow, I don't want to dwell on this and waste other time.
Ms. Diana at the end proposed us other time schedule which at first I didn't accept. Why should I accept to change my flight for your problems? At the end, because she could not really fix it (I want you to know that i'm very pissed off about) I had to accept. I was so damn tired of waiting in your office. The 26th I had an appointment before flying back but thanks to you, I had to reschedule that appointment.
I really hope to receive a response; I did not really appreciate your service.
I fly a lot and I always book online but things like this never happened.

Regards
[name removed]

I received your e-mail last June 2, 2017.. I went to Robinsons Cebu ticketing office about this.Asked for another earlier flight, was told that there's no other schedule for July 2, 2017 so I decided not to go anymore. I can not go to Singapore just for 3 days. Been calling your customer service about my request that I want to be compensated for a free tickets good for two, domestic flight since i've wasted 7, 000 pesos for my hotel booking in singapore. They will no longer refund it because it has been booked last december! Even if you will provide a certificate or whatever proof, they will no longer refund it! I deserve a compensation for the changes you made. I have been planning this vacation since last year! I've wasted my time and money! I'm just asking for a compensation! Ive been calling your customer service everyday and keep on hearing the same alibi to wait 24-48hrs for my request! It's already 1 week! I was even told that you sent the e-mail last feb., that's a big lie! I will not stop complaining if you will not compensate me/us! Please read! http://www.tourism.gov.ph
Based on the joint Department of Transportation and Communications-Department of Trade and Industry Administrative Order 1, or the Air Passenger Bill of Rights, an air passenger has three major rights: (1) Right to be provided with accurate information before purchase, (2) Right to receive the full value of the service purchased, and (3) Right to compensation.

I have been working hard for this vacation! If you can not compensate me, refund everything!

all i want is a free tickets for 2 (DOMESTIC FLIGHT)
2-WAY TICKETS

On May 31, 2017 my flight Manila to Davao 5J963. I checked in at around 6am and the attendant told me that it was already full and they can't no longer accommodate me. When I asked why since there was no announcement that check in time was already close she just said that my ticket is on promotion so I just cried for not getting help. I paid 2, 378.56 for that ticket and my seat was given to someone else that easy. They didn't even give me a refund instead they booked me another ticket and I paid another 2000+ because I only have 3000 pocket-money I chose the cheapest flight which was around 4pm flight. From 6am to 4pm I just stayed at the airport. This is unfair on my part even if you will say that my ticket is on promotion you have no right to give my seat to someone else. I need you to compensate on all the inconvenience and emotional stress you have caused me on that day. I need to hear from you management asap..Please contact me [protected].

4th of June on a sunday morning at 1051 hours to be exact, i was supposed to just grab my printed boarding pass and have my check in bags deposited over their service desk at the airport prior to immigration clearing when this personnel left in the service desk did not accommodate me to get to the boarding area and be on the flight as i was "about 10 minutes late" .

Unable to bring the right passport, i accidentally took my husband's passport and realized 2 hours before the closure of their check-in of baggage whilst on the train. Alighted in one of the city train stations, decided to go back home to take my right passport. Took me an hour and 15 minutes to get back to the airport.

However, this lady (fortunate for her i have not grabbed her name), apart from not accommodating me to be on that flight, she did not "tag" the right notes that she must have placed in their system in order for cebupacific call center agents to know what they are supposed to do, whether it should be tagged as "late check in" or "no show" .
I rung their call center hotline for more than 6 times and they have escalated the case for more than 3 times, more than 48 hours of waiting for the feedback whilst i was told to wait 24-48 hours. Now, i have spoken to so many agents and i can even memorize their lines and verification questions. Eventually, just a while ago i have spoken to one of their supervisors and to conclude what he said is : he cannot do anything apart from escalating the case and wait for another 24 hours. I needed to fly tomorrow (7/June /17) as my dad is not well and i have a personal event to attend which if missed out, would defy the reason why i have to book my flight back and forth Sydney-Philippines for merely 5 days from now.

If that personnel in the airport have done her job properly and not being so slack with her duties, i could have rebooked my flight and not pay another $500 + to get a new one way ticket. I have wasted my time, and energy and above all, i have just ruined the plans i had ahead.

No one can condemn me for being 6 mins late as first and foremost:
1) i checked in online. (30 mins is the mere time needed to reach the point of "no show" and there was 39 mins more when i reached the desk)

2)my reason was substantial. I did not sleep in and or any other lame excuse. Yes i should have checked my documents bfore i go, but, i wasnt able to for personal reasons few days before my flight.

3) that personnel should have at least accommodated me and entertained my thought of seeking for help from her manager. But she chose to just walk away after i was on the phone with the call center agent who cannot do anything else but say "please call back after so and so time"

Thus, i demand a full refund of my fare for the inconvenience that it caused me. No considerations at all. It is totally inhumane to treat customers as such.

Reference number: LDMWKD
P.S.
I NEEDED TO KNOW THE NAME OF THAT RUDE STAFF AND REPORT HER TO THE MANAGER FOR BEING SO INEFFICIENT AND SLACK WITH HER DUTIES. She clearly has breached her duty.

Booking online was easy to do but processing payments made us go crazy.
Every time we open the website every date we try is available but then whenever we pay, the ticket is already close but there is deduction in our bank accounts. How can we get our money back? There is no ticket issued but my friend's bank account which we use was deducted with such amount.

I have a 2 pics yung isa na nka taas ang kamay na she said (SIGE MAG COMPLAIN ka! Tama bang customer service yan? At yung isa na nag sabi na 30 mins nlang mag aarive na pero hindi naman at macau un! Papuntang shanghai ang husband ko, hindi sya masyado nkaka intindi ng TAGALOG kaya kaya pinapasaya nia sakin ang phone ko, narririnig ko ang sabi ng babae ay sige mag complain sya at ayaw nia ako kausapin ano bang klaseng serbisyo meron kayo!

Hi! This is Princeton Charles Tiu passenger of Cebu Pacific with flight 5J-759 Manila-Jakarta last May 21, 2017, and when we reach Jakarta airport, my baggage is not around. We seek immediate assistance to my relative to pay visit to the Manila Airport at 2am in the morning to check our baggage. It turns out that my baggage was still there, and your ground crew/staff wasn't able to put a bag tag that's why it wasn't included in the flight. We keep on exchanging emails regarding to my baggage that wasn't included to the flight, And they said that the baggage will be included for the flight tomorrow.And we wait for tomorrow's flight and still when we check at the airport my baggage still not included for the said flight.We again contact/email them just to asked what happen again they just told us they forget to include our baggage for that flight.And finally it arrive the day after.We are seeking and demanding for compensation because we buy clothes for 2 days and we spent money for the transportation, food, time, hotels that we booked and for the meetings that we cancelled, events that we didn't attend.And also the headaches and sleepless night, All the hussle things that they caused us.After then no more replies to my emails or calls.by the way I kept all of our conversations just to have evidence.

Hoping for your immediate response for this matter.
Thank you!

National convention of philippine association of municipal assessor on june 27-30, 2017 in davao city was postponed due to the declaration of martial law in mindanao. Said convention is the only reason why we booked a flight. Since it was postponed there is no reason for us to rebook nor travel to elsewhere.

This is also the reason why we are requesting your airline for a full refund of our fare. We booked in good faith and we are not expecting any disturbance or any problems but since unexpected declaration of martial law of the president happened, I hope your airlines will be considerate enough to process our request of full refund. Nobody to be blame just be considerate attached herewith is the letter of postponement of the said convention. I'm hoping for a favorable action of your airline. Thank you

We came from hong kong last may 16 2017 and before leaving the plane my mom started to itch and she said she was bit by a mosquito but she said it was just one. Soon after the day after that thr spots have grown and the itch has grown terrible and we have soent so much on medicine. My mom was asking if Cebu Pacific will be liable for this and what action they will take from here on out. Thank you so much. If cebu pacific does not respond or take action we mighy resort into legal battle. Again thank you

ANGELICA BACTAD
[protected]
7414813

Rebooking flight - 2 days after making the error

I am not flying for 4 months

I am trying to rectify a mistake when booking my flight. I have called customer care and i got nowhere. Please help!

It is clear that i made a human error when booking and now I am being punished for it. I am told i can rebook however it is simply cancelling my flight and rebooking another costing me double the amount. How is this the only way?

I need to change a flight to a day earlier. The only reason i made the error is because of the pm vs am and night flight. It was completely innocent.

This is cruel to do to people and i cant belive your company operates like ths.

Can you please consider my case, so I can change my flight without being taking advantage of. I do not mind paying a small fee but double the amount of my original flight is just disgusting service.

April 5 2017 when i called the Cebu pacific call center to rebook my flight... As i wanted to get the flight on April 7, in our convo i confirmed the said flight without payment coz i am waiting for a friend to used her credit card, and this girl in call center told me i can pay the said amount through credit card or i can send through bank as well. I am here in Dubai, so of course there's a difference of timing between philippines and dubai, ..i didn't send or pay the said payment for my rebooking. Then what i did, is to book new flight with same airlines which is Cebu pacific.. But with the travel agency here in UAE, coz i can pay cash, i thought that flight i was rebooked is canceled or invalid at all coz i didn't pay. May 2, 2017 in Mactan international airport my flight going back to Dxb, i used my old itinerary coz i didn't used the return flight and its valid..then i will take the boarding pass and the counter girl told me i have to pay sun amount..i got shocked either why should i? That ticket is fully paid...then they told me i rebook the fight April 3 to April 7 2017, i answered them yes! But i didn't pay that one and i didn't used that booking no. When i travel going to philippines, i bought new ticket coz i didn't get the credit card to pay for it. They make pending payment for my booking and they doesn't want me to go..You guys are so unfair.. I am an ofw, working abroad and trying to earn money for my family.. How u guys, do pending payments a confirmed a flight without informing your customer or even to attempt to call us and informed as that we have this issue? Or even inform as that we can pay the said amount issue upon arrival? NO ONE HAS A CONCERN ! This is how u guys treat your customer? This is your way of customer service?...i lost my 1650 dhs amount of ticket becoz of this issue...SO UNFAIR!

This employee is Maria Roxanne Enriquez. Working at cebu pacific assigned in naia terminal 3. She used my husband's name as revenge. Now my family is having problems because of what she has done. If you want me to appear personally on your office i will. Just please give me the right actions for the unethical behaviour of this employee. By the way my husband's name is Gian Raphael working also at terminal 3. He is assigned in AGOD. The girl said that he has done it because my husband gave them violation and she said that she is nearly terminated with that violation. That's why she wants to ruin the name of my husband. She is ruining our relationship which put me and my husband in this situation right now. We have one son. And she's destroying our family.

I booked a flight on on April 19, 2017 mnl to zmb. Due on may25 11am
With the booking reference of [protected] with 2 passengers namely marwan ismail and nurhana jubail. With 30kgs each for baggage. This was paid april 20 at 7/11

I went online to make mine 40kg and made the transaction but wasn't able to pay within 24hr period. Then after 2 days i went to cebu pacific at alimall to make my additional baggage personally instead, and later found out that it was cancelled.. Please help. Maybe it was a system error.
This a very big inconvenience for us.
This is my contact number [protected] (Marwan)
Thank you.

I would like to make a complaint which happened today at 11:30 am at Caticlan airport at the check in counter,

staff namely :

It was my first time in a long time to ride cebu pacific so I was told that I needed to pay some money to check in my 2 bags worth 10 kilos each, I paid for 3 tickets. We were 3 passengers together.

I didn't know that any baggage check in has to be paid for separately, and no standard allotment for that.

obviously traveling to another place, I have things, my bag is not heavier than 10 kilos. I understand now that this is your policy but what was difficult was that I told the staff I really wanted to try to transfer some things into my hand carry, so I don't need to pay price for checking in 2 bags. However, one of the staff was insistent Ms. April Joy that it won't work out. I said I just wanted to do that... I don't think its her money to decide, or her things to decide for me...

I was almost in tears because she was dictating to me harshly what I should do. I finally told her
MS THERE IS NO HARM IN TRYING I WOULD RATHER PAY 784 THAN 1500. She still didn't stop talking, and forcing me.

I suffered mental stress and anxiety and almost lost consciousness.
She also insisted that I pay in cash not use my card. Why so, is there corruption at the airport staff check in counter...?
that is why I made sure to ask for a receipt.

After I moved some things, the heavy stuff inside my bag were our wet clothes from the beach and i said ill just carry this, she said no maam its okay you can put it in the bag... but I didn't, because I'd like to follow rules its good that the airplane didn't smell bad. I just think a little consideration will be nice for everyone.

Your staff are rude and not understanding... I had to hand carry my wet garments which was only 2 kilos in excess in that one bag. And then she also said don't put it in the suitcase which you are taking to the flight with you... because that has to only be exactly 7 kilos? What a real sad, horrible human being.

so I had to carry the plastic bag, but whether we carried it in the plastic bag or in the suitcase, how does it matter? its both in hand carry. She is so terrible as a perSON