Cebu Pacific Air
Reviews and Complaints

Good day. My name is Ma. Melanie L. Makabenta. I am one of your passenger last May 6, 2017. My booking reference is G71IFI, flight number 5J14, route was Manila to Dubai.
I am going to complain of the delayed flight that caused me to pay 80USD for my luggage to be transfered to my connecting flight instead of me checking it in (Dubai to Dushanbe, Tajikistan).Our departure from Manila was scheduled 4:45 p.m. and supposed to arrive to Dubai at 9:40PM Dubai time.Our plane arrived in Dubai 10:20 PM Dubai time at Terminal 1, my next flight is scheduled 11:55 at Terminal 2, I was running out of time in getting my boarding pass for the next plane that was why I just payed to the airlines for them to transfer my luggage and get on my next flight as soon as possible.
With regards to this situation, I just want to know how can I reimburse the amount I payed for my luggage since it was your delayed schedule that caused all this.

Dear Sir/Madam,

On the 25th of April 2017, me and my boyfriend booked a flight from Manila to Bocaray (Caticlan), departing on the 15th of June 2017 at 14:15h, through the Cebu Pacifics website.

When we submitted the payment details the web page turned all white and freezed. We were convinced the operation was not finalised and decided to book later.

On the day after, my boyfriend got an e-mail from Cebu Pacifics reminding that the booking had not been confirmed and redirecting us to the confirmation page. Although, the link to confirm the booking led us to a regular booking page, showing the timetable of all the flights and their respective prices.
We then confirmed that the tickets price was debited from his credit card, even though we didn't receive any tickets or receipt.

We would like to receive our purchased tickets info or our booking confirmation reference number as soon as possible.

Your prompt response will be very much appreciated.

Best regards,

Rita Sansana and Nuno Reis

Date of incident - since april 10, 2017
Full description of incident:
This refers to my request for a name change for flight with confirmation/booking reference dbicsj, which is being handled by cebupacific inefficiently.

The following are chronology of events/communications with cebu pacific.
1) april 10 - called up customer service to inquire about the process for changing the names of passenger. custom service agent informed of the following requirements that need to be submitted: scanned copy of letter of authorization for name change; 1 valid id of original and new passenger and email the same to [protected]@cebupacificair.com

2) april 10 - shane of service desk - call center (under email address [protected]@@cebupacificair.com acknowledged my email and replied that a proforma letter of authorization need to be submitted.

How come from the very start the service desk didnt inform me that what is required is for me to fill up their proforma letter of authorization.

3) april 17 - i emailed the pro-forma letter of authorization together (in view of the holy week, i was just able to submit the proforma this day)

4) april 18 - retch of service desk (different call agent) - informed me through email that i need to submit a revised pro-forma letter of authorization with contact details of the new passenger.

5) april 24 - i replied and provided the contact details of the new passenger.
Below is my email to them -

" on mon, 24 apr 2017 at 8:53 am, lor na sombe
wrote:
Here is the contact details of ms. cristy adorio -
[protected]; [protected]
Why is your process like this. at first, you provided a list of
Requirements for name change (authorization letter, ids),
Which i submitted.

Then after a few days you will get back at me saying that you
Have your own pro forma authorization letter. then i
Complied.

Now that i submitted your proforma letter you will tell me to
Submit another authorizarion letter just to have the contact
Details of ms. adorio. isnt that so inefficient of
Cebupac's process.
you require details piece by piece.

I just send now to you her contact details. hope our request
Will now be processed."

6) may 5 - i followed up my request thru email

7) may 5 - aj (another different call agent) replied saying that a revised letter of authorization, the contact details of the new passenger should be indicated in the revised letter of authorization.

8) may 5 - i emailed back and told them that i have already sent the contact details.

9) may 5 - kb (another different call agent) - emailed back and told me that the contact details need to be inputted in the letter of authorization.
Now i am really pissed off -----
- what is the logic here? i emailed already the contact details, they have the letter of authorization, why not they themselves put the contact details in the letter...they only need the contact details...why do i have to revise the letter of authorization?

10) may 8 - just to have my request processes, i emailed the revised letter of authorization bearing the contact details of the new passenger, which i just wrote on the previously submitted letter of authority.

Pissed off...as i was out of town and have no access to the previously submitted letter of authority.

11) may 8 - mitch (another different call agent) replied acknowledging receipt of the revised letter of authorization. this time she is asking for my valid id...too pissed off already. come on...this is a new requirement! which was not asked from the very start!

So inefficient cebu pacific!

Pls see the email thread below for more information:

Icsj // may 14, 2017, 18:10
Monday, may 8, 2017 1:03 pm
mark as unread

From:
"ceb name change"
To:
"lor na sombe"

Raw message printable view

Hi ms. lorna,

Good day!

This is to acknowledge the receipt of the letter of authorization for name change.

For the completion of the required documents under name change policy, kindly submit the copy of valid id of ms. lorna sombe with visible signature.

Once all documents are received and request is approved, name change fee must be settled up to 4 hours (72 hours for us flight) prior the departure date using a credit or debit card (visa or mastercard only)

Should you have further clarification regarding name correction/change, please let us know or contact us through our 24/7 hotline:
Manila: (+[protected]
Cebu: (+[protected]
Hong kong: (+852) [protected]
Singapore: (+65) [protected]
Australia: (+[protected]
Usa toll free: 1-855-5cebpac
Korea: +[protected] to 51

Thank you,
Mitch
Service desk – call center mnl
Cebu air, inc. cebu pacific bldg, domestic airport road, pasay city, 1301 philippines, philippines
Www.cebupacificair.com

________________________________________
From: lor na sombe [[protected]@yahoo.com.ph]
Sent: monday, may 08, 2017 8:20 am
To: ceb name change
Subject: re: followup on request re: name change// dbicsj // may 14, 2017, 18:10

Dear gentlemen,

Here is the revised letter of authorization with contact details of the new passenger.

Kindly facilitate my request.
Thanks,
Lorna

--------------------------------------------
On fri, 5/5/17, ceb name change wrote:

Subject: re: followup on request re: name change// dbicsj // may 14, 2017, 18:10
To: "[protected]@yahoo.com.ph"
Date: friday, may 5, 2017, 11:01 pm

#yiv2818166035 p {
Margin-bottom:0px;margin-top:0px;}

Dear sir/
Ma'am,

This is to acknowledge the receipt of your email.

We have already received your email with contact number of the
Guest, however it must be indicated on the letter of
Authorization.

Kindlysend us the revised letter of authorization subject for
Evaluation and approval.

Should you have further
Clarification regarding name correction/change, please let
Us know or contact us through our 24/7
Hotline:
Manila: (+[protected]

Cebu: (+[protected]

Hong kong: (+852) [protected]

Singapore: (+65)
[protected]
Australia: (+612)
[protected]
Usa toll free: 1-855-5cebpac

Korea: +[protected] to
51

Thank
You,
kb
Service desk – call center
Mnl

Cebu air, inc. cebu pacific bldg,
Domestic airport road, pasay city, 1301
Philippines,
Philippines

Www.cebupacificair.com

From: lor na sombe
[[protected]@yahoo.com.ph]

Sent: friday, may 05, 2017 10:11 am

To: ceb name change

Subject: re: followup on request re: name change//
Dbicsj // may 14, 2017, 18:10

Pls see my email thread here i have sent the contact
Details of the new passenger here.
I am out of the office and i cant just email the scanned copy
With contact details.

If you only need the contact details, i already sent the mobile
Number. you can just add the moble number to the
Authorization letter i have sent.

Lorna

Sent from yahoo mail on android

On fri, 5 may 2017 at 8:00 am, ceb name change
wrote:

#yiv2818166035 p {
Margin-bottom:0px;margin-top:0px;}

Dear sir/ma'am,

Good
Day!

For the completion of the required documents for name change,
Kindly send us revise letter of authorization for name
Change with contact details of the new
Passenger.

Upon receipt of the said
Document, the case will be subject for evaluation and
Approval. please send us the necessary documents
more than 4 hours prior the
Departure.

Should you have further
Clarification regarding name correction/change, please let
Us know or contact us through our 24/7
Hotline:
Manila: (+[protected]

Cebu: (+[protected]

Hong kong: (+852) [protected]

Singapore: (+65)
[protected]
Australia: (+612)
[protected]
Usa toll free: 1-855-5cebpac

Korea: +[protected] to
51

Thank
You,
Aj
Service desk – call center
Mnl

Cebu air, inc. cebu pacific bldg, domestic airport road,
Pasay city, 1301 philippines,
Philippines

Www.cebupacificair.com

From: lor na sombe
[[protected]@yahoo.com.ph]

Sent: friday, may 05, 2017 6:36 am

To: ceb name change

Subject: fw: followup on request re: name change//
Dbicsj // may 14, 2017, 18:10

Good day gentlemen,

May i follow up for my request for name change of subject
Flight.
It has been 3 weeks already and no feedback yet.

Sent
From yahoo mail on android

On mon, 24 apr 2017 at 8:53 am, lor na sombe
wrote:

Here is the contact details of ms. cristy adorio -
[protected]; [protected]

Why is your process like this. at first, you provided a list of
Requirements for name change (authorization letter, ids),
Which i submitted.

Then after a few days you will get back at me saying that you
Have your own pro forma authorization letter. then i
Complied.

Now that i submitted your proforma letter you will tell me to
Submit another authorizarion letter just to have the contact
Details of ms. adorio. isnt that so inefficient of
Cebupac's process.
you require details piece by piece.

I just send now to you her contact details. hope our request
Will now be processed.

Thank
You.
Lorna

Sent
From yahoo mail on android

On tue, 18 apr 2017 at 1:41 pm, ceb name change
wrote:

Dear sir / ma'am,

The documents went through evaluation; however contact
Details of new passenger is not indicated.

In line with this, may we request to submit a revised
Authorization letter with contact details of ms. cristy
Adorio?

I am soliciting your kind understanding regarding the
Matter.

Thank you,

Retch

Service desk – call center mnl

Cebu air, inc. cebu pacific bldg, domestic airport road,
Pasay city, 1301 philippines, philippines

Www.cebupacificair.com

________________________________________

From: lor na sombe [[protected]@yahoo.com.ph]

Sent: tuesday, april 18, 2017 8:24 am

To: ceb name change

Subject: followup on request re: name change// dbicsj // may
14, 2017, 18:10

--- on mon, 4/17/17, lor na sombe
Wrote:

> from: lor na sombe

> subject: re: name change// booking reference // may 14,
2017, 18:10

> to: "ceb name change"

> date: monday, april 17, 2017, 7:47 am

> dear gentlemen,

> attached is the authorization letter

> for the subject request.

> thanks, kindly advise as soon as

> possible.

>

> lorna sombe
> --------------------------------------------

> on mon, 4/10/17, ceb name change

> wrote:

> subject: re: name change// booking

> reference // may 14, 2017, 18:10

> to: "lor na sombe"

> cc: "[protected]@gmail.com"

>

> date: monday, april 10, 2017, 11:21

> am

>

> #yiv0562930517 p {

> margin-bottom:0px;margin-top:0px;}

> dear sir/ ma'am,

> this is to acknowledge the receipt of

> your email.

> may we request to please send

> pro-forma authorization letter

> (attached)– filled out by the

> original passenger and

> signed by both original and new

> passenger?

> upon

> receipt of the said documents,

> the case will be subject for

> evaluation and approval. please send

> us the necessary

> documents more than 4 hours (72 hours

> for us flight) prior

> the departure.

> should

> you have further clarification

> regarding name

> correction/change, please let us know

> or contact us through

> our 24/7 hotline:

> manila:

> (+[protected]

> cebu:

> (+[protected]

> hong

> kong: (+852) [protected]

> singapore:

> (+65) [protected]

> australia:

> (+[protected]

> usa

> toll free: 1-855-5cebpac

> thank you,

> shane
> service desk – call center mnl
> cebu air, inc. cebu pacific bldg,
> domestic airport road,
> pasay city, 1301 philippines,
> philippines
> www.cebupacificair.com
> ________________________________________

> from: lor na sombe [[protected]@yahoo.com.ph]

> sent: monday, april 10, 2017 10:57 am
> to: ceb name change
> cc:
[protected]@gmail.com
> subject: name change// booking
> reference // may 14, 2017,

> 18:10

>

>

>

> dear gentlement:

>

>

>

> attached are the following documents

> in relation to my

> request for name change for the flight

> on may 14, 2017

>

> with booking reference no. dbicsj:

>

>

>

> 1. scanned copy of my letter of

> authorization for the name

> change;

>

>

>

> 2. valid ids of mr. harvey sombe and

> ms. cristy adorio.

>

>

>

> thanks,

> lorna sombe

The general manager
Thru: customer care service department
Cebu pacific air
Pasay city

Subject: complaint for unethical behavior

Dear sir,

I would like to file a formal complaint against one of your flight attendant faye (cebu pacific flight 5j 963, may 6 / davao (seat 29a) for the unethical behavior which I experienced this morning (may 6, 2017), an action tantamount to conduct unbecoming of a professional service provider.

I am filing this complaint because this is the first time that I have been subjected to humiliation by any of your personnel; considering that our family and company are regular customers of cebu pacific for years now. instead of apologizing for her inaction to my request for a bottled water (after two follow-ups within an interval of 20 minutes), ms. faye has opted for a cheap shot of concluding that I am sick and I should not be on this flight. her arrogant answers shows that she does not want to grant my request for a bottled water. the sarcastic way of asking if I am not feeling well and that she will call for a medical assistance, for me, is very humiliating. it appears that she wants me to be out of the plane. thereafter, she gave me a bottled water with a grin on her face.

I am hoping that this humiliating experience won’t happen again. I am confidence that your company will not tolerate such unethical behavior that causes inconveniences to your precious customers. thank you.

Respectfully yours,

Engr. ricardo v. salanda jr.
Construction manager
Dccd engineering corporation

I bought a ticket from mnl to Singapore that was yesterday may 4 2017. Unfortunately I was offloaded. I know its not the airline fault. But cebu pacific needs to have consideration regarding on this matter. I was trying to rebook my ticket the day after my flight. And i was surprised because they are very inconsiderate. They let me wait for how many hours waiting up until the tickets gets higher and higher! They asked me to go here go there! Ofcourse as a passenger and an excited traveler going to your destination you will follow whats the instructions are. However the staff was very inconsiderate knowing that i want the same flight as my original flight. So the flight goes up to 22000 . Well you should have to refund because its not my fault not to take my flight on that day! I'm really upset and frustrated.

Date of purchase: 04-May-17
Flight: Butuan to Manila (06-May-17) QYJGRP
Passengers: 2

My brother purchased the ticket yesterday and just on the same day an emergency occur that they no longer need to come to manila. They have asked for a refund but was refused. We are a frequent traveler and we know the terms and condition. Your ticketing staff in Butuan should have been very discreet and flexible. How is it not possible to get a refund, when we had it on the same date. And also most airlines can do a refund why can't you, we are not asking for a full refund I understand that there's always a reasonable amount deducted of course the service charge. It's a well a shame when your staff responded that they can only refund the amount when the passenger got an accident, is that a right word to say do we have to wish that in order to get it. They are pushing as well to just use next time or by another person, come on if we knew when would that be we will not waste our energy explaining. We need the refund and the money back for now because of an emergency.

We hope that this will be action as soon as possible.

You can contact me anytime in behalf of my brother Wendell Guerrero

Earnestly Waiting,
Khalilah
[protected]@yahoo.com

I called cebupac (April20, 2017-9PM) to purchased additional baggage to my flight the on the following day (April21, 2017) However, 1st Representative, cannot assist me and entering my card details to pay the said amount for my baggage. giving reason are not convincing. Requesting several times to talk to his supervisor. like 3-4x or more. and the call last for almost 2hours. for the last time, I requested for a sup. call so that they can assist me and give me the best resolution for my concern. And it end up disconnect the call. That was so RUDE in my part since I've been in the phone for almost 2hours now. Then, I rang again. Spoke with a girl representative, same thing happened cannot enter my card details and giving out the same reason. when I requesting for a supervisor call. Supervisor took the call after talking to his representative for almost or more than 4hours. And that was so RIDICULOUS! I raise my concerns to him about what did his agent done on me. Because I want that first agent will be given a sanctions of what he had done on me. And, supervisor NASH advise me that he will call me back after 3days or so. but until now I haven't heard about him. Don't wait until I'll be calling you and raise the same concern. I need a call back from you about my complaints!
Booking ref: BG6T9H.
They got my contact details on how they can reach me.
Attached here is the booking reference. I need a feedback ASAP!

May 2, 2017

Good Day!

I would like to complain about the double booking dated April 26, 2017 with the reference # ZYCL2P.
Last April 28, 2017 i have already called the customer service representative in the name of Ryan.
As a recap of our conversation, last April 26 i purchase ticket from online with 4 guest; namely,
1. Precious Grace Abaquita
2. Rebecca Obien
3. Delia Martinez
4. Cherry Ann Abello
After the payments portion unluckily there was no confirmation. After more than 2 hours, we purchased again. And there was an confirmation, the booking reference was ZYCL2P.
As we check to our bank account it shows that there was a double deduction from cebu pacific. We contacted the customer service name Ryan. He told us it was a double purchasing of ticket with two different booking reference # the other one is PDLBQG with the same person as guest, so we decided for a refund of the booking reference of PDLBQG. Ryan told us to wait for approval for 24 to 48 hours and we will be notify through our email add: [protected]@yahoo.com. Until now, we didn't received any mail from cebu pacific.
In this regard we would like to ask a refund from your office amounting of Ten Thousand One Hundred Seventy Pesos and Seventy two Centavos (P10, 170.72)
Please confirm us as a receipt. I hope that the refund will be send immediately.
Thank you and more power! GOD BLESS

Truly yours,
Gemma Baja
[protected]/[protected]

Good day Sir/ Ma'am:
I would like to complain about my damaged checked-in baggage last April 16, 2017. My flight was from Kalibo, flight DG 6318 going to Manila. When we were about to get my bag from your platform, we noticed that it was so wet and when we checked our things inside, everything were wet even the chargers. We tested the chargers in front of your personnel and Naia terminal 4 employee but the iphone charger was not working anymore. We submitted a written complaint and kept on calling terminal 4 cebu pacific office, however, until now, we still dont receive action and postive feedback from cebu pacific. We hope to have immediate response from tour office so you can address our concern as soon as possible. Thank you!

Flight 5J 458 from Iloilo to Manila.
Both my partner and I arrived at Iloilo International airport over 2 hours early and booked in for this flight. We allowed over three hours in case of late arrival of the flight because we had been told in Australia how unreliable Cebu Pacific Air is. We had ongoing transfer to do at Manila to Singapore with Singapore airlines. We allowed over 5 hours to do a ongoing transfer by Singapore air lines to go to Perth.
1/ At iloilo international airport departure lounge there is one little flight monitor. It is placed so that you cannot get to see it because it is just after the security check in so is a very bust area for people being checked by security.
2/ The sound quality of the speakers for the announcement in the area was very fuzzy and even though my partner is Filipino she could not understand what was being said clearly.
3/ we did hear that the flight before ours was constantly being announced as being over booked and could people volunteer to give up there seats for other passengers. There was no mention the flight we was on had to try and get on this flight.
4/ Some people with international transfers we able to get on the previous flight that's is the ones that were told to. WE WAS NOT INFORMED OR TOLD TO.
5/ the flight we were booked on FJ 458 later announcement said will arrive late. Every 15 minutes or so the delay increased but under no circumstances was we told it would be over 4 hours late. WE would have made other arrangements had we known.
6/ The plane arrived over 4 hours late so we had missed our connecting flight from Manila to Singapore.
7/ We did fly Flight 5J458 to Manila and at the airport we complained with over 10 others who also had lost connecting flights due to the planes late arrival at iloilo. A member of cebu staff asked us to wait at the departure standby desk. we waited over 2 hours while they said they were trying to get us flights to Singapore to make our other connections. We though that we could make the last flight with Singapore Airlines from Singapore to Perth as we had allowed over 5 hours to transfer.
over 3 hours passed and all we was told was stop complaining and take a seat. We asked to speak to the manager he agreed it was zebu pacific fault we had lost our international flights out on Manila.
8/ nobody keeps us informed and after 5 hours we complained again this time the manager told us there would be a decision made by customer service about compensation and hotel and food for the night.
9/ We asked to speak with customer service and this was denied all we was given was an email address to follow up on and told that cebu pacific had no obligation as our flights were with another company and they agreed it was cebu fault but they will not compensate and they just washed their hands of us and just ignored us.
10/ Food and hotel for one night was offered which we turned down because we needed to get a flight that night not a day or two later.
11/ so to recap this whole experience.
Very poor information at Iloilo international airport.
Staff were rude to us and continued to say its our fault as we never asked to be put on previous flight that was over booked anyway.
At Manila we were made to wait many, many hours when in fact, had the staff said no compensation no responsibility we could have paid for another flight. with another airline and made our ongoing connection.
We was not allowed to speak to customer service floor manger denied us this.
So the flight never came so we lost many thousands of dollars on flights we were unable to board. We had to book new flight to Hong Kong then on to Perth which cost us thousands of Dollars because YOUR FLIGHT DID NOT ARRIVE.
The last thing is this. We had travel insurance with CGU so we telephoned them from Manila telling them what had happened. We had top insurance coverage for rescheduled, Delayed or Cancelled. They said because it was the airline's fault and we had a certificate to show it was there fault. We was not covered under the policy.

HOW SUCH TREATMENT CAN EXIST IN TODAY'S TRAVEL IS BEHOND US.

OF Course we and our family and friends will never travel with Cebu Pacific again. We will go on local talk back radio and talk about this and will post on social media so others can make a judgment on using your airline to travel to iloilo and believe me many filipinos in Perth will hear of this.

Steve and MIla
Perth, Western Australia

We purchased promo ticket for MNL-PPS-MNL from cebu pacific online booking with flight scheduled April 26-April 30 yet my husband would like to extend the return flight and chose May 3 but upon checking the fare was too high but still i decided to reserve it worried that when my husband decided to agree with the schedule fare will be higher if i didn't reserve it but then i didn't able to pay the ticket thinking that the reservation will be cancelled automatically sabagay we have the confirmed tickets naman already but when we came to the airport today they are insisting us to pay the rebooking charge of more than 5k since we rebook online. We argued for a moment kaya lang kase we will be late for our flight kaya napilitan kaming bayaran ang rebooking charge. Bakit ganun hindi naman dapat pinabayaran sa amin yung rebooking charge kase may return flight naman kami at syempre macoconfirm lang yun kung pumayag kami bayaran sa online diba? pang pocket money sana namin mag asawa yun kaya lang napunta lang sa inyo. Gawan nyo naman ng paraan yung marefund yung binayad namin kase hindi na kami makakapagargue dahil wala ng time. Hoping na magawan nyo ng paraan ito. salamat

To whom it may concern:
I am a Filipino Ofw who works abroad for the living and education of my children. I am a frequent flier of Cebu Pacific. Last Thursday April 19, 2017, my agency informed me that my Schedule of going back abroad will be on April 26, 2017 and I need to be present in the office of Status Maritime for documentation processing on April 20, 2017. I booked a ticket for that date and it was confirmed booking : HD314D 5j-966 12:50-14:45. I live in Panabo Davao del norte 30km away from Davao Intl. Airport, I travel early going to Airport to arrive early, but unfortunately I arrive at the Airport 40 minutes before boarding time due to traffic and security of all passenger carried out by authorities. I ask the desk to rebook my flight butunfortunately they told me my ticket is already forfeited. The amount of ticket is 5, 366.00 pesos and it means a lot for me.My agency informed me this morning April 20 that they have cancelled our contract. I hope you can help me and hear me.

On the 9th of April 2017, my family and I were about to check in at Terminal 3 in Manila to go back to the United Kindom via Kuwait. However, one of the Cebu Pacific crew members stopped my son and daughter from coming back home with us. Their reason is because their British passports was soon to expire in August and that there was a rule about having a 6 month validity, not knowing otherwise, we had no choice but to unwillingly leave my two distressed children in the Philippines. Upon arriving back in the United Kingdom, my eldest daughter was greatly stressed and upset with what happened to her siblings, as she questioned why they weren't allowed as we are all British nationals, having British passports, returning to our home country. She called gov.uk to query about this 6 month validity and we found out as quoted, "As of November 2015, the Philippine Bureau of Immigration has amended its rules about passport validity. British passports no longer need to have a minimum period of 6 months validity from the date of arrival.*"
This unfortunate event has caused my family immense stress and financial problems as I needed take time off work and book another flight to go back to the Philippines to escort my son as he is only 14 years old, as well having to contact both their school/college about their absence. The whole point is that your Cebu Pacific crew member is completely at fault, and this fault has caused so much unnecessary stress, I would like to demand a refund as I strongly believe that we did nothing wrong.
I'm also creating this complaint to prevent other families, individuals or travelers to experience this inconvenient event or similar, we are all completely and utterly disappointed by the service we received from Cebu Pacific.
*quoted from https://www.gov.uk/foreign-travel-advice/philippines/entry-requirements

I have made booking online from Cebu Pacific last April 13, 2017.
After the processing online and all the round trip payment was approved and debited from my account then, Cebu pacific given to me the itinerary Receipt with Booking Reference JCB5UJ and the status confirmed.

After all processing done, I tried to View my itinerary details and you see below lack of information.
Why the Status here is CLOSE instead CONFIRMED?
Why the flight details are not appeared.
Why the Guest names are appeared.
I didn't even receive the mail from Cebu Pacific to make sure that everything is fine.

BOOKING DETAILS DEPARTURE RETURN GUEST/S
Confirmation# JCB5UJ
Booked: 13 April 2017
Status: Closed

Please, help me all my concerned.

This is to inform your good office regarding the incident that transpired today, April 14, 2017. My friend and I planned a vacation in Dumaguete-Siquijor from April 11-14. Our tickets have already been paid in a payment center, LBC, due to problems with my friend's debit card. During our last day april 14, we found out that the ferry from Siquijor to Dumaguete has already been fully booked. There were no announcements whatsoever in the shipping line's website so we turned to the option of staying another day and re-booking our flight to April 15. So I clicked 'manage booking' then 're-book flight' in their site, entered our reference number, and tried checking out their rates for the connecting flight dumaguete to cebu to manila. It was 10:56am and so we thought if we book now, which is almost 6 hours ahead of our supposed flight at 4:55pm, we can still avail of the 'no-hassle' rebooking process. However, it came to our knowledge that we can hire a private boat to siquijor and so, we left the process at just checking out the rates and proceeded to avail of the boat ride to reach dumaguete before our original scheduled flight, april 14 at 4:55pm. And so, we paid no mind with the website beacause we haven't been asked for the details of payment or even confirming that we are taking that flight. We arrived in Dumaguete airport early to check in but then the staff at the counter asks us to pay 21, 000+pesos because according to her we already booked another flight for april 15. Although we haven't agreed to the terms of payment for april 15 and we haven't been informed that re-booking our flight even at the stage where we just looked at the prices means that we already lost our paid booking for april 14. There was no option that says so. The ground staff advised us to call the hotline for cebu pacific and so we did. At first, the agent we spoke with in the call center told us that we cannot do anything about the situation but just to pay the 21, 000 return flight to manila. I asked him if we could still get our seats back previously booked because we weren't able to enter any details for the new one we just looked into. He said that we could just be chance passengers and pay 15, 000 to get to manila at the same day and flight. I told him that I was surprised that we did not finish the process and yet they cancelled our flight easily and made us pay twice for the same flight and said that there is nothing they can do about it. Moreover, the only thing they could do is to provide a history of our 'booking' and not much about fixing these kinds of problems. Also, he advised us to call the hotline if we have to re-book our flight because the site is too sensitive, once you click it can mean losing your booked flight. So I really have no idea why there is a website if you should call the hotline to make sure that you are able to re-book your flight properly. In addition, while paying for the chance passenger rate, we were told by the staff of cebu pacific that this incident sometimes happen to passengers and lose what they pay and pay for another flight. Remarkably, she admitted that there might be system error or high sensitivity regarding this because there are no warning messages or information that even if you haven't paid for the re-booking, you will already lose your booked flight. Incidences like this are common to passengers, she said. When we arrived in Manila, I tried to recreate the process we have gone thru, if we missed a warning or any information that could inform us about this said incident. Finally, after trying what's gonna happen if i recreate the steps we took earlier, there is a 12, 000 pesos cancellation fee. And all that rebooking hasn't been confirmed for payment yet. That is what's attached to this complaint. Cebu pacific's site is only a beta site which is not production ready so they are not operating on full scale. I hope this will reach the proper authorities. If lucky enough, get a refund of the return flight we already booked. I hope that cebu pacific would fix their website to enhance consumer-friendly services. Although I am truly and deeply disappointed with what happened, I would never wish this to happen to anyone else that is why I am filing a complaint right after the incident took place. Thank you.

The most terrible, extremely worst & bad service airline company. My dad flew from bangkok to manila flight 5j932 on 5 april 2017 eta 04:55hrs and experienced a delay upon arrival. He proceed to my connecting flight cebu pac 5j555 from manila to cebu eta 08:30hrs. That was supposed to be a smooth boarding because already did the web check-in however my dad’s agony and nightmare started. Due to delay from bangkok to manila caused by cebu pacific itself, my poor dad had to rush in immigration and got stocked with the long queue then when he proceed to web check-in counter, he found out that his flight 5j555 is departing very soon hence he requested the cebu pacific personnel to assist him however the personnel only check-in his luggage but the personnel was very rude to my father. The personnel screamed and shouted that it’s my father’s mistake and should be on time. My father politely explained to him that the delay from bangkok to manila is caused by their airline cebu pac and they should be considerate enough especially that his flight has been fully paid including the 30kilos luggage and paid seat. The personnel instead asked for more money from my father in exchange to assist him. My dad refused as he has no cash with him and it should be part of their service. The personnel declined my father’s request and unfortunately missed his flight. Due to long a flight my father felt discomfort and slept in front of the counter of cebu pacific, manila terminal 3.
As a daughter away from my father who is currently living in thailand, I was terrified when I can no longer contact my father and my relatives back home informed that my father did not arrived on his scheduled time of arrival. I immediately contact cebu pacific but they only kept me putting on hold. I was very disappointed when they answered me “we have no information about your father”. It’s very pathetic knowing that I had paid everything full paid flights, 30kgs luggage and paid seat in front and a single information about my father who is their passenger is impossible to obtain. From thailand I have to spend a 9 hours international calls and no information was given by cebu pacific simply answered “we don’t know”. Imagine 9 hours of int’l calls is not a joke! Especially when you want to locate a missing passenger because ceb pac cannot answer your inquiry! After several attempts, I decided to call the police authority in manila airport to investigate! God is good! I was able to contact sp02 ramos who I begged to assist in searching my father since cebu pac cannot assist me despite the fact that is should be under cebu pac responsibility. After 9 hours, it has been found out that my father was only in front of cebu pacific counter lying on the floor since 06:00hrs early morning until 16:30hrs (4:30pm) in the afternoon. The police helped my father to get into the flight 5j569 seat 20 (What happened to the seat that I paid specially in front but my father was given the cheap seat?). My father had no food nor drinks and a very tired old man begging to be get into the airline which a ticket was already purchased beforehand. A delayed cebu pacific flight from bangkok to manila caused by cebu pacific & no assistance and instead let my father got stranded and waited for 11hours. Which leads him to almost had a heart attacked & chest pain & discomfort hence decided to lay down in cold and dirty floor in front of cebu pacific counter! No words can described your worst and horrifying service! A word of mouth shall be spread and this cebu pacific must be avoided! Cebu pacific service will cause you a sudden death!

- March 5, 2017, Sunday
-[protected]
-it was March 5, 2017, Sunday, I book a flight dated March 20, 2017 using my credit card. I attempt several times to book the said flight but it was a failure and wasn't successfully book the flight. In addition, there was no itinerary receipt received from the said flight but my credit card was charge even it was a failure and was not successfully booked. Sad to say, the charge was double and even thrice because i attempted several times to book the said flight.I just want a return with the said error because it is not easy to accept the said charge without even availing it.

I am hoping for a quick response regarding this matter.

THank you and God Bless..

Beverly Labos

Minutes ago I booked an on line flight from manila to bacolod to leave mnl on monday april 17, 2017 afternoon. I paid with my visa card for this 1 way flight and after submitting my visa info it came back giving me a booking number z89c6v transaction number approved [protected] then said pending [protected] was 84.68 cnd or 2998.88p. Looking to the other corner said try another card. So here I am lost now not knowing whats going on. Was I charged for this? I didnt receive any email from you to notify me either way. I called my visa company and they said the transaction went threw and you took the money and then you gave it back. They said I wasnt charged. I like to know whats going on. You dont have a free 1800 number to call from canada and I think your service really sucks, and it does. Transaction date says march 26, 2017 although it idone the booking minutes ago on march 25, 2017 can you look into this and explain to me why my first on line booking with you wasted my time. And also confirm I wasnt charged as I didnt get any email from you. Heres my email address its [protected]@hotmail.com

Date Recent Incident : March 19
Resired Resolution : Refund of the fee that was caused due to the airline mistake.

Made the mistake of reserving 4 tickets on this airline out of 4, 1 of them my booking was cancelled due to error at their system, I asked them to honor my booking, they refused and asked me to pay new rate ( talked to 3 customer support and they hanged the call on me ). their facebook page support wasn't any more helpful. 2 flights were delayed over an hour, and the last flight in the airport, they made me stand in the wrong check in line for 30 minuets by time i tried to check in, they told me sorry u r in the wrong line, and by time i made it to the correct one Cebu Pacific made all type of extortion ( forced me to pay 2.5 my original ticket price ) and claimed that my flight left. When I went inside, I realized flight was delayed 1.5 and wasn't landed. Never again

We're booked for a flight today march 16, 2017. We've arrived at the airport 7:50pm for our 8:20pm flight from leg - mla for janyne chealsee vicente booked feb. 26, 2017 and ma. Clarina licup booked jan 12, 2017. The staff told us that we will not be accomodated since we're late for the flight. Gave us an option to booked for the next flight at 9:35pm on the same day. Suprised with the additional charge of php7000, we've asked if we can still catch the flight and ask for consideration. Since when we arrived at the airport the plane is still there and passengers are just boarding. They still refused and urge us to book for the next flight. Who would have want to pay that kind of charge? I asked again if theres anyone that we can talk to for us to be accomodated (The plane is still there) the staff offered one seat and again insisted for the other one to be booked on the next flight. How come that they were able to accomodate 1 passenger if in the first place we've book our ticket in advance based on the availability of seats on that flight? How come that they only have 1 seat left available we're 2 passenger are still off-board? I asked the same question to the cebu pac staffs but unable to get an answer from them instead they're insisting the protocol, etc.