Cebu Pacific Air
Reviews and Complaints

we were delayed for more than 5 hours before our plane fly. this includes our stay in side the plane for more than hour without aircon. This is terrible disaster. Some of the passengers from canada were given free tickets. bakit po kmi wla. this is unfair. this must be my couple dream vacation that turned out into nightmare. I demand same treatment because the money we spent is our hard earned money too! WE arrived at the hotel around 8:30 pm that we never see the light of that day in boracay and we lose 1 day of our trip plus the hassle. I was never satisfied. The next day i failed to extend my hotel booking since we arrived late and the vacant was taken by another guest who arrived early. so the next day instead of me and my husband having sun bathing, all we did is to find another hotel, we missed to avail our island hopping since finding the hotel had killed our time. I bought southwest services from your flight attendant for us to have a hassle free transfer services as promised. I fell down and so dismay because i got a hard time texting the said no. for my pick up schedule since we transfer to another hotel, i texted more than 10 time but no reply, i tried calling but the cellphone cannot be contacted. I tried looking for a landline to call them and as talk with the southwest, they told me that i need to go to their office in caticlan. MY GOD! i dont know how to get there since its our first time., I was so angered that i told them that i had to refund my transfer booking going back to caticlan airport. They told me that if I have to refund it i had to do it with the cebu pacific since i availed it there. Is this the hassle free transfer? I did nothing the whole day but I was so stress with what happen on our day 2. On day 3 I got a terrible migraine because of the 2 days disaster and stress. Napakasayang po ng vacation namin na matagal rin namin naplano at pinagipunan. IT was our 20 years anniversary, my birthday celebration and valentines treat in boracay. I hope you would give justice to my plea. and give us free tickets too

my family (4 adults, 2 kids & 1 toddler) booked a flight with Cebu Pacific from Manila to Puerto Princesa City, Palawan. On the day of the flight, traffic was terrible (as usual) & we arrived at the counter 1 minute late. 1 freakin' minute! (and to think their flights are usually delayed for more than 1 hour thus they have no moral ascendency to be strict with the time!)

first & foremost, there was no one who assisted late check ins, so i had to snake my way to the first of the line pleading with all dour faced passengers to let me through. upon reaching the counter, i was advised that check in was already closed because, again, we were 1 minute late! i pleaded and pleaded with them to let us board in consideration of the fact that i was travelling with small children. They did not budge & instead told me to go to their rebooking office to buy another ticket.

so i went all the way to the end of the departure terminal, snaked my way through another line & when i got to the lady, she said with a smirk "oh my gosh, you were only 2 minutes late and they did not let you check in?!" my blood started to boil but i pleaded with her to just book us and we will pay. she then told us that the flight was fully booked already & that there were no more flights for the next 2 days! that's when i started to get really angry! but i thought of my children & i went back to the counter. i told the lady there & pleaded one more time if there was any way we could get on the next flight (1 hour after ours). She then told me we could just purchase "no show (?)" tickets. i then lost my temper & shouted: "you could've told me earlier to buy the tickets here instead of going to the rebooking office!" another person then came to "pacific" & said that if we wanted to fly we should pay Php8, 300+ for each person multiplied by 7 would amount to Php58, 100! the lady was even talking to us condescendingly asking, "are you sure you'll buy it's so expensive!" my husband, in anger told her that we will buy the tickets just for us to get the hell out of there! he then got his credit card to pay but the lady excused herself, went inside the office & when she came back, she said "sorry, we only accept cash. no credit card!" OMG!

my frustration was mounting, blood was boiling! they were soooooo inconsiderate! but my husband pitied my children who were now crying & looked so tired, so he went to look for an atm. when he came back with the money (after 5 mins), he went back to the counter only to be told that the tickets had already been bought & there were no available seats anymore.

in short, they just let us get worked up, with no consideration whatsoever, not caring whether we were already harassed & stressed out. if the kids weren't with me i would've created a scene. the personnel of that airline has already become so jaded with the problems they encounter daily that they have refused to care. in all honesty, i will never again consider flying Cebu Pacific. it's not worth it.

P.S. We left after 2 days, flying Business Class with Philippine Airlines, and everything went smoothly. :)

My complain is the way Cebu Pacific handle its customers and the quality of their service. I called the customer hotline on 30 December 2015 to clarify the changes. According to the staff I talked to, I need to confirm the changes. I asked if we have other options. He said Yes, but subject to fees and penalties. Why they will charged penalties when it was the airline who caused the changes? Even the delay is less or more than an hour, the trip is for tour thus everything was already coordinated with our tour guide in Iloilo, Kalibo & Boracay. Then today, 2 Jan 2016, I received another call from Cebu Pacific on my bookings. Now, I an calling the hotline 7020888 and the phone would ring then busy or just dead. I am dialing for more than an hour already. What kind of service Cebu Pacific is giving to their customers? I did the booking for my friends, thus I got a lot of sms, calls and email messages. For your reference, Confirmation Nos. for Manila-Kalibo-Boracay-Manila, 16Jan/19Jan are HGZ3RX, UF3MWA, XEGZRQ. Confirmation Nos. for Mla-Ilo-Rxs-Mla are XBT3MJ and YDW68Q for 14Jan/21Jan2016. Btw, I already talked and confirmed to their customer service assistant last Dec 30 but today, I was advised AGAIN that I don't confirm the changes yet. So frustrating! Appreciate your assistance for Cebu Pacific to become a responsible and client oriented airline. Thank you. Sincerely, Lina Ledesma [protected]

First we have a flight cancelled on December 24 from Dumaguete to Cebu. Then they gives us vouchers for free flights that we will never use due to being here for a short time. So what use will they be for us? Then we are stuffed in vans and driven all the way to Cebu Now we are here in Cebu again waiting for flight to Manila December 27 11am and again informed we are delayed. What kind of company is this? Constant delays and cancellations, for what I hear it is always like this. I don't want the vouchers I want my money back. Also waited in line to check in was over an hour due to uneducated workers.Maybe better training would help in the future. I expect a response to this email and some kind of retribution. If not I will be contacting the head of the company personally. I am a professional in a big company and will inform all to never use this company. Please contact me asap to explain why I was treated so badly. Regards, Gary J. Campbell

We got an e-mail saying that our flight from Manila to Puerto Princesa was reschedule from 5:00 pm to 3:00 pm, we had a previous flight with Cebu Pacific also from Coron to Manila at 1:30 pm we would be arriving at Manila at 2:30 pm, so it was obvious that we couldn't catch the next flight, when I called to Cebu Pacific they offered to change our Manila-Puerto Princesa flight but there were not later flights, so that option was not viable for us. When I asked if we could change instead the flight from Coron to Manila for an earlier one which was actually available, in order to be able to catch the flight that Cebu Pacific itself changed, they said that we would be the ones paying for the extra fees charged. Can't believe how this can actually happen and keeps happening.

My flight original schedule is 1140H depart Roxas to Mnl. B54LFY. As usual it was delayed. We depart Roxas 1320H arrived Mnl arround 1440H, i don't know what took so long we are already at the taxi way of the tarmac the aircraft is just parked on the side. Eventually we have parked, and passenger started to disembarked. Me and some of the passenger sitting at the back were the last to got out. at least 15 passengers, we got down the stairs of the aircraft but we were held on the side to wait for our bus. 20 minutes pass we are already wondering why our bus haven't arrived yet. Then i saw the crew service, the capt. along with his crew came out of the aircraft and boarded their shuttle. THEY SAW US ON THE TARMAC WAITING, NON OF THEM BOTHERED TO APPROACHED US AND ASK WHY ARE WE STILL ON THE TARMAC? MORE THAN 30 MINS PASS I WAS ALREADY IRRITATED SO I CALLED THE GUARD AND ASK WHY OUR BUS HAVE'NT ARRIVED YET. They were all surprised and started blaming each other. My concern is our safety during those time, a lot of heavy equipment is passing in front of us. Some of the passenger left there with me are kids! We are even close to the aircraft engine, How stupid are they to put us there. FOR THE CREW THEY ARE NOT SUPPOSE TO LEAVE THEIR PASSENGER UNTIL EVERYONE IS ALREADY AT THE BUS. i KNEW THIS BECAUSE I'AM ALSO A PILOT BEFORE. THEY ARE NOT PROFESSIONAL. Thank you

Booking Number: 248583 Airlines: Cebu Pacific Itinerary: Hong Kong - Manila - Sydney Sydney - Manila - Hong Kong Dear Sir, I would like to file a complaint with Skypicker/Cebu Pacific for their unprofessional behavior and for making us suffer though out this journey. Please read the following events that happened with us and left us in complete shock. - In Hong Kong airport we asked Cebu Staff to provide boarding pass from Hong Kong to Sydney in one go and also to transfer our luggage directly from Hong Kong to Sydney to avoid any hassle as our stoppage in Manila was less than 2 Hrs. But we were told that as the tickets by Skypicker are booked separately for Hong Kong to Manila and Manila to Sydney, we need to collect our luggage from Manila and arrange for boarding pass by our self in Manila (for Manila to Sydney). I have traveled in many airline but never faced this kind of issue. - After reaching Manila, the Customs did not allowed us to collect our baggage as we did not had Philippines Visa. As it was a transit flight and we had no plan to visit Philippines, I do not understand why Philippines Visa was required. Finally we approached Cebu staff in Manila where they arranged for boarding pass but they had no track of our luggage. As the stoppage was very short we were forced to board the flight from Manila to Sydney with a promise that the luggage will be sent in the same flight. But as we feared, the luggage did not arrived in Sydney. We filed a complaint with Sydney staff and proceed to our accommodation. The luggage finally arrived after 3 days but we had to do a lot of unnecessary shopping of clothes and other stuffs as all of our stuff was in check-in baggage. Also our hard disk that we kept in check-in baggage was missing when the baggage finally arrived. There was a lot of important data in that hard disk. - While returning from Sydney to Hong Kong, the same situation arises again where Cebu staff was not able to give me the boarding pass directly from Sydney to Hong Kong or transfer the luggage. They again asked us to collect the baggage in Manila even when we told our incident to them. - After reaching Manila, Cebu staff asked for extra money (900 pesos) to transfer the baggage from Manila to Hong Kong. As per them Skypicker has not paid the baggage fees from Manila to Hong Kong. Even though I told them that it is clearly mentioned in my ticket that one baggage of 15KG is allowed from Manila to Hong Kong they were not ready to checkin the baggage to our next flight. After some serious arguments with Cebu staff in Manila, they finally loaded the baggage but without any receipt. As per them if the luggage is lost then it will not be their responsibility as Skypicker has not paid the fees. Please suggest how to claim my lost hard disk and data, and also the money that I spent for unnecessary shopping due to delay in arrival of baggage. Regards Shilpi

Complain letter to CEBU Pacific - So Far NO ANSWER for 2weeks now. Despite follow up call and email. To whom it may concern: I am writing in reference to the attach flight details. What happen was beyond acceptable! It has caused so much inconvenience and trouble to us, Me, My wife, My mother-in-law Elizabeth, our traveling companion (Liezel Sola Tingson) & my child who is only 15mos old, and our work! Anyone is our position will be outrage! SG-MNL (Flight reference#: Q43MXR, O7BH4S) and MNL-GSC (Flight reference#: BYSV2T) MNL-SG (Flight reference#: HHDJ4B) The international flight itself was delayed. And further delays happened with loading bay issues (controllable). Just before we departed Singapore and we went out of the aircraft, we never failed to remind the flight crews of our next connection. They have advised that MNL team was notified and that a ground agent will be assisting us upon arrival. We went out of the aircraft around 0615hrs and the flight to GENSAN was at 0635hrs. A ground agent meet us outside the aircraft BUT DID NOTHING to help us. We ourselves walk all the way to the arrival area, with no single agent assisting! At the arrival area, we were asked to get our baggage and referred to the counter agents in level 3. We were given the next connection to GenSan at 1330hrs. Between the arrival time till the next departure, we (with my baby) are just roaming the around the NAIA terminal while waiting. My child needed a rest but there was no comfortable place for us to stay. Can you imagine an infant crying all those time!? We don't have enough rest and the stress that it caused to us was too much! Our original arrival time before 0900hrs to 1600hrs is such a WASTE OF TIME! What did we get? NOTHING! Not even a personal apology from any of the crews and agent of CebuPacific. We spent further for our breakfast & lunch a WASTE of our money at your EXPENSE! GSC-MNL (Flight reference# P6BMQY & V4CNFB ) The domestic flight was an hour delayed and was further delayed with many reasons. One of which is the issue with loading bay which is controllable. We were inside the aircraft just before 1700hrs and was out pass the hour of 2200hrs! Do i need to explain more of the inconvenience?! This was supposed to be a less than 2hrs flight. But we stayed inside the aircraft for more than 5hrs! Which is more than the travel time from Manila to Singapore! Should I say thank you for the instant noodle provided because we missed our dinner? Again, I have a baby who is only 15mos! It took some time for the arrival crew to arrange our transfer and accommodation for the next flight out to Singapore. We reached the designated hotel at 0100hr. And went to sleep with out any further food intake. We were picked up from the hotel early and reach the airport just before 0900hrs. With all our baggage, 4 big luggage! and a tired and crying baby, we were asked to wait for the international check in counter to open at 1000hrs. At 1000hrs, no counter was open. I approached another supervisor to attend to us. Imagine yourself in our place, what will you do? Additionally, we missed our work on 21 Sept. These were urgent leave and are unpaid! Passengers Dennis and Analiza was further given a memo even after presenting the airline memo to our employers. The other two passengers are also still feeling physically uncomfortable from what happened. With this incident, we demand a waiver and a compensation for what we have lost. This has cost us 1 day of our work, money and long wasted time! You may check my travel records with your company. I have been using CebuPacific for a long time. Ever since I was loyal to your company. What did we get in return? Please understand us as a parents who is traveling with an infant battling things just to get in to our destination. My family do not deserve such inconvenience, esp my child. We are professional OFW hence we expect professional answers from you. We are not social media mongers who keeps posting to defamed Cebu Pacific, we still look up and admire people who help us along the way. We will expect to hear your feedback in the next 24hrs. Please reach us or email us. Dennis A

Dear Cebu Pacific Airline Management
Republic of the Philippines.

Dear Cebu Pacific,

Re: Complaint against cabin crew -
Cebu Pacific Flt 5J 409 / 02 Jun 15

Manila to Brunei
I would like to register a complaint against a member of your cabin crew known simply as Rizza from the name tag she was wearing on her uniform regarding. She had a terribly wrong attitude right from the start.
In my hurry I had forgotten to keep a pen in my purse. When it came to filling the form I approached Rizza and requested to borrow her pen for a few minutes. She snubbed me and simply ignored my request. She then put her pen on the trolley and pushed it away. Another member of the cabin crew with her named Crystal, heard my request and saw how Rizza had snubbed me. Instead Crystal came forth and offered to loan me her pen. After using it I wanted to hand back the pen to Crystal but Rizza addressed me loudly in a rather arrogant and unfriendly manner and tone, "You return it to me", she had rudely insisted. Not wanting to get into any argument with her, since I was rather unwell at that time, I did as she had rudely insisted.

I felt rather humiliated by her arrogance and lack of courtesy. The behavior she exhibited towards me that night was nothing short of rudeness. You must admit that travelling at such an unearthly time of the night was not one would desire but your flight offered the only alternative to people such as I. Rizza is absolutely unfit to be a member of your cabin crew and should be fired immediately if your airline reputation is to be safeguarded.

I am a frequent traveller on your airline but this bad experience is enough to deter me from using your flight in the future. Please teach your staff, particularly Rizza some manners and to respect passengers travelling on your flights.

Thank you for your attention.

Rushell Atillo Aston
E-mail: [protected]@yahoo.com
Tel: +[protected]

Hey how are you? It’s New Year I hope you are doing well and I wish I could say the same to you. I’m very exhausted, drained to the very core, sick and I can’t afford to file for a sick leave since it’s going to feel like filing a legal case in a Court Room.
As most of you know, Cebu Pacific is always having weekly cabin crew walk-in interview (Thursday-Friday) at their office in Domestic Rd because they are really short of manpower and the resignation is extremely high. I noticed that they do not value their crew, no matter how long you’ve worked for them; they know that they can hire new ones and train them.
Everyday feels like I’m preparing to fight for a war. Our office is the last place I want to be in, healthy people become ill and the environment cause people to have physiological responses to fear and anger. If you’re going to let me choose between facing irate passengers in a delayed flight or be in the nice comfortable office, I’d chose to calm down the passengers and take all their rage. We experience the reality of bulling bosses, poisonous people and soul-crushing culture on a daily basis. They will call your attention if they feel like it and tell you what they think is wrong. I have a friend who gets her waist and hip measured since she looks bigger compared to the other girls. Well, she is taller than me, her weight seems proportioned to her height and if her Body Mass Index is right I say leave the lady alone. Don’t shout out her and call her fat in front of all the people in the office, give us some respect. People have different body types, if you didn’t like the way she looked like you should’ve not hired her in the first place. Also, please be consistent, I see other girls who looks worse, they don’t even look good in the uniform. Ahhhh! The uniform, orange and yellow, probably not the worst Cabin Crew Uniform ever designed. But… common! Just because we’re a low cost carrier doesn’t mean you have to make us look like one. Your lovely cabin crews are reluctant to be seen beside other flight attendants in Dubai and Sydney, well even here in Manila, and it isn’t a wise choice to make the ground attendant’s uniform almost the same as us, you can’t even tell the difference. The ugly Bench mark logo on the uniform makes it look tacky, and last 2012 we were only given 6 pairs of shirt, 1 jacket, 4 skirts, 1 belt, 1 pair of shoes, 1 hand bag and 1 trolley for 2 years. I’ve heard the previous crew(more senior than us) were only given the same amount of uniform which lasted until last year, so that’s 4 years of using the same 6 pairs of shirt, 1 jacket, 4 skirts, 1 belt, 1 pair of shoes, 1 hand bag and 1 trolley, some where also given the wrong shoe sizes. I’ve also heard why the office immediately released a lot of uniform last year because Lance(Gokungwei) saw one crew on the flight he was at, wearing a faded jacket which didn’t match her skirt’s color. He then asked her how many sets of uniform were given to us, she told her its been 2 years since she was given a new set, when it should’ve been 2 sets of new uniform every year. Where did the budget for the uniform go?
Flying was only a childhood dream, that’s when I used to think being a Flight Attendant seems easy and glamorous. I thought wrong, it is a tough job, where you have to keep the safety of the passengers(our main job) and also to render a really great service. Our monthly roster (schedule) is like a death threat to all of us, the scheduler gives us messed up schedule. It doesn’t really make sense why they send out this printed schedules when they change it anytime they feel like. A normal roster pattern is something like 6/7 days on and 2 days off(3 early morning flights- sign in time 2-4am and will touch down till 12nn-5pm and 2 afternoon/redeye flights- sign in at 6/7pm-12mn/5am). Your last working day will touch down early morning around 6am and then the last day of your off, you will have to sleep early because you to wake up by midnight to get ready for your early morning flight. If you think about it, you only get 1 and a half-day off. Unlike normal working hours your duty hours goes 12-18hours every flight including the preparation for work until you get back home(including the delays and endorsements). Also, you work during holidays.

To give you an idea of how it works, let’s say you have 4legs Cagayan CGY-CGY (this means 1 leg is 1 trip so 4 legs is MNL-CGY, CGY-MNL, MNL-CGY, CGY-MNL) your sign in time is at 7am, you have to wake up at 2-3hrs before sign in (30mins-1hr for preparation, depends on how fast you get ready and 1.30-2hrs for transportation (traffic here in manila especially outside NAIA!). You get to the office and you sign in(your sign in time is 1.30mins (for domestic and 1.45mins for International) before your ETD (Estimated Time of Departure) this gives room for briefing of you Lead Cabin Crew and Captain’s Briefing, take the shuttle that will take you to NAIA 3, Walk the loooooooong busy Terminal 3 to get to your boarding gate, take the shuttle that will take you to the aircraft, climb the stairs to the aircraft, change to your cabin shoes, stow and check ALL your EMERGENCY EQUIPMENTS, Line your trash bin, ensure that the aircraft is SAFE for all passengers, make sure that the cabin is CLEAN, count the products that you will sell inflight and make sure that the checklist is right or you will pay for the missing ones, be ready for the boarding, board the passengers and help them, do safety demo, Make sure everyone is ready for take off). Everything SHOULD HAPPEN in 1hr and 30 mins, imagine that. So we take off at 8.30, that’s when our duty starts (we get paid by hour flying time once we get airborne) you have to stay alert for any emergency that may happen and do your duties like selling, serving etc. If CGY is 1.30min flight you will touch down at 10am, you will ad 30-40mins till next Departure(to make room for passengers to disembark from the previous flight, CLEAN the aircraft, and board passengers again) So for this duty you do 4 boarding/deplaning, 4 announcements, 4 safety briefings and demos. After your last flight, you have to clean the aircraft, endorse it properly to the next crew, wait for the Catering personnel to sign your Food Trolley(which most of the time you have to wait extra 30mins-1/sometimes 2 hrs), ride the shuttle to Terminal 3, take the shuttle to the office, endorse the money from the food/drinks you sold from your Food Trolley(this is also a concern, there’s only one person that will take your money and checklist, so you will have to fall in line which will take you 30-2hrs to finish, please hire more people to do this!). You drive to get home which will take you 1-2hrs or more depending on the traffic. So to sum it up, you wake up-5am, go to work-6am, sign in-7am, depart MNL 8:30am, arrive CGY-10am, depart CGY-10:40am, arrive MNL- 12:10pm, depart MNL-12:50pm, arrive CGY-2:20pm, depart CGY-3pm, Arrive MNL-4.30pm, deplane pax/endorse aircraft to next crew/wait for the catering- 6.30, get to the office-7pm, endorse your money-8pm, get home-9pm. Your sign in next day would be 6.30 am onwards, it has to be 12hrs rest from you ETA Estimated Time of Arrival. The scenario I gave you is an ideal schedule; imagine if there is a flight delay or more time for waiting for endorsement of money? Which usually happens.

You will eventually get sick, no matter how many vitamins you take. And the truth is you would rather fly even if you were sick than go to the office to file for sick leave. To file for sick leave you present yourself to the office doctor right? NO, you present yourself to the big boss of inflight so that she can make sure that you are really sick. When did she become a doctor? She will also tell you all sort of thing, and will get mad at you form missing your assignment cause you got sick, as if you really wanted to get sick. Last time I check, sick leave is a privilege. I have a friend who lives in Bulacan got so sick she couldn’t afford to get to the office so she went to her doctor the same day she missed her duty and fax the medical certificate to the office but they didn’t consider it and ordered her that she should’ve went to the office instead. The girl was dead sick, like what they usually say to us “Kahit ano pang mangyari, kahit feeling mo mamatay kana, kailangan mo pa din magpakita sa office para ma excuse ka sa duty”. Crazy how they treat us. You will get minimum rest all the time since we are so short of manpower now.
I hope the management for Inflight Services in the office changes, it badly needs major major make over including the 5j Standard look(Smokey eyes, Major Blush on, Major major HOT RED LIPS and Black Hair). Red lips just don’t go with orange uniform and clearly its not for everyone. Just because most of all the airlines are requiring their FAs to wear red lips, doesn’t mean it works for Cebu Pacific too, it probably goes with their uniform. Also don’t force us to dye our hair black if our natural hair is brown. I feel like you purposely want your Cabin Attendants to look ugly.
I wish someone would stand up for the cabin crew and other Cebu Pacific’s operation crew and make a Union to help and stop the bosses from treating them like Puppets. Earn the respect of your crew from doing what’s right and just not because of fear. I hope you all know who you are. Its time for a change.

I was arrived from Riyadh Saudi Arabia. I am 7 mos. Pregnant I submit my medical report to the counter but did not honor it because they want another medical certificate, then they rebook my flight, the next day I provide my medical cert. Then the accept it. I check in already, when I enter in departure area the girl wearing blue uniform called me to weigh my hand carry bag its 11kg I told her there is laptop inside. But she didn't listen she told me to go to counter to pay my excess. Then I go there. I fix my bag. And the laptop still in my bag for safety, she did'nt allow me to inter she snatch my boarding pass that I given already to the guard. I go back again to the counter. 3x she hold my bag she never allow me I told her it's ok already because I am pregnant its only 1 kg excess but she run my bag outside, I started crying for being tired and stress, I let my bag to to her, somebody approach me in a nice way, she talk to me I told her it's already ok in the counter they allow me they put yellow ban in my bag. You know instead they assess the customer they make a hard time.In pal they assess me to have a wheelchair. She shouted me she told me to pay 50,000ph. I was disappointed this kind of attitude, she is arrogant lack of training and no manners and right conduct, since I was in abroad when I go home only cebu pacific flight I choose, but now its happen to me maybe I change my airlines...

To everyone who wishes to fly with cebu pacific:

Our advice to you is don’t! We got so excited when cebu pacific opened its doors in k. S. A. And booked our december vacation immediately as soon as ticket sales became available in october. Despite my mom’s warnings (Yes! Mothers do know best!), we still opted for this cheaper straight flight back home. Our original booking was the flight from dammam to manila on december 5, returning to k. S. A. On january 4. Today we received a text message and an email that our flights have been cancelled due to an aircraft situation. This is that line on the email:

Your cebu pacific flight 5j 725 dammam to manila on december 05, 2014 at 04:10 am, has been cancelled due to aircraft situation.

Cebu pacific is ruining what is supposed to be a fun and stress free vacation for us! The earliest available flight is not until december 16!

Please share this post! Let it circulate so that cebu pacific does not victimize other people.

Thanks!
—
To cebu pacific:

First of all, cebu pacific, you should stop assuming that your passengers are like the mindless idiots that you are! An aircraft situation that you cannot resolve in 10 days? At least give us a proper and truthful explanation as to why you suddenly cancel flights! Second, you are only informing us of this cancellation 10 days before our december flight when ticket prices are already offered at exorbitant prices? To top it all, it is so difficult to get a hold of a cebu pacific agent that people have to keep dialing your numbers over and over again for hours only to speak to an agent who knows nothing about what’s going on and says the exact same thing you have already sent via email!

Our vacations have been scheduled months in advance. Our leaves have been requested and granted by our employers! Our family plans for christmas have already been scheduled! Companies do not just grant vacation leaves left and right! Our lives do not revolve around cebu pacific and your pathetic excuses! Because of your incompetence, we are losing money and more importantly time that is supposed to be spent with family.

Cebu pacific, your customer service sucks big time! You suck big time! Your reasons and excuses are neither valid nor true! At least admit that you are full crap! You do not even offer any compensation (Not even an apology for that matter!) for the troubles you cause your passengers! And based from the complaints I have read, you also do not resolve these issues either! Your company policy is probably to ignore irate customers hoping that the issues will just go away in time!

Your company should be penalized for your actions, for your incompetence, and for treating customers horribly!

If the only way I can stop you from doing this to other people is to share this with everyone we know, then this will go around the globe! This way people are informed of your crappy services and choose to fly with other airlines!

Again, you suck!

My wife and I arrived by Cebu Pacific from Davao just before
noon on August 27, 2014. Our flight for Korea left at 3:20 pm. We had over 3
hours to check in for our flight home. But we were told that my wife’s passport
was defective and that she could not fly. We were also told that because it was
a passport issued in 2010, the year in which all passports were defective, that
my wife would be rebooked for no charge. However, because we live in Korea, the floor
supervisor, Teddy Donato Andres, Jr., said that it was possible that Korean
Immigration would allow my wife to enter with this passport. So he told us to
wait while he sent an email to Korea. After waiting over an hour, he finally
decided to call Korea, but still got no reply. When it came to less than one
hour before our flight would leave, my wife pleaded: “Please let my husband and
children fly and I’ll just stay here.” But Teddy kept assuring us and saying: “Just
wait a little more.” Finally we insisted on checking in without my wife, but
then were told we had to separate her kilos out of our luggage, rather than just
re-book her with no kilos and let me take all the luggage. Finally, with less than
20 minutes to go before the flight was to leave, we were checked in. I gave all
my pesos to my wife as she was going to be staying in Manila waiting for her
new passport. I paid my terminal fee with my credit card, but found that I had
overstayed my visa. Just a few months earlier I had received a 1 year visa, but
this time only 30 days. The fee of 4000 pesos could only be paid with cash. I
was given no option other than to exchange cash at the change booth, but I didn’t
have enough cash of any kind. I quickly went to find my wife at the Cebu
Pacific counter and found that she was gone to the sales office to re-book her ticket.
I asked Mr. Andres to please hold the flight, but he said it was too late and
that he would offload all our luggage. What a total shock. After spending
several hours at the sales office and with Mr. Andres, we filed an official
complaint form at the Cebu Pacifica airline office on the 2nd floor.
The young lady, Chen, said our complaint form would be at the main office by
8:00 am the following morning. We arrived at Cebu Pacific’s main office at
10:00 am on August 28. There we met Jaff Mendoza who told us that he didn’t
receive our complaint form and asked me to fill it out. That second form took
me almost another hour to fill out. He said he would call later that evening
after talking with Mr. Andres. I received a phone call and Jaff stated that
they would not refund my wife’s ticket, even though Teddy said they would, and
then the phone went dead. I tried to call back with no answer. The following
day, August 29, I went back to the Cebu office and met with Jaff. He said that
Cebu Pacific would not help us with any of our tickets, so I asked for his
supervisor and he brought out Daphe TY, who listened to my story again. She
said she would contact Mr. Andres and set up a meeting with him, my wife and
Jaff. I explained that I had to fly the following day in order to return to
work. My wife remained in Manila for another 15 days after that meeting, but
was never contacted by Cebu Pacific for such a meeting. Upon checking online,
we found that my wife’s name was removed from our original ticket, and a credit
was issued for the price of one ticket. This was done on August 27th.
So it appears that indeed Cebu Pacific did refund my wife’s ticket. We are now
waiting for the refund on the remaining 3 tickets and luggage fees, for the
flights that were only missed because of the excessive delays of Mr. Teddy
Donato Andres, Jr. And again, we wait…

I recently had an extremely upsetting and very costly experience
with this airline regarding its late arrivals policy.

On May 7th, 2014, I traveled to Clark Airport in order to
board the 6.05pm to Hong Kong Booking Reference: HFWN8E (Flight DG 7932) for
which we (Myself and Partner) paid 13, 802 pesos.

Because we had to donate some money to relatives in order
to help with hospital expenses for her father who was
admitted to Bulacan Provincial Hospital that same day, we left for the airport
at 3.00pm from Bulacan on an FX van which cost 1, 100 pesos, and also because of
traffic on the way we were somewhat delayed.

We arrived at Clark Airport ten minutes before 6.00pm and
we were rushed by security, x-ray attendants, flight attendants, tax officials
and everyone in order to get us on the flight. They told us to get our boarding
passes.

We were carrying
only hand luggage and understand that because of this it would be easy to go
straight through to the boarding gate.

When we reached the check in area, I discovered four other
late comers pleading with a flight attendant to be allowed to board the plane. I
immediately approached the representative, who completely ignored us.

I was told that we would not be allowed to board the
plane, which fortunately was itself delayed and landed while we were pleading
to board. The plane was thus delayed for an hour and we all felt this would be
ample time to allow us to enter.

When we asked the attendant Bles David to be considerate
and allow us to board she refused.

When we asked to see the manager she retreated to her
office.

For one hour we (six people) pleaded with her to allow us
to board the plane.

Despite at least
three loud speaker announcements (during this hour) for late passengers to
board this plane, Bles David and her assistant “Patrick” used delaying
tactics to ensure that we had no chance to board the plane. Standard Operation
Process for Air Stewardesses should be to check for missing passengers before
the flight departs. These operatives were proudly displaying their radios.
Easily we could have been seated on the flight.

Absolutely no emotion, compassion or empathy was displayed
be these two or by their coworkers. We asked for a Manager or Superior who
could facilitate us (“manage” the situation, disregard policy, give us
consideration and customer satisfaction) and she provided us with a call center
number.

She did not even look at our passports or tickets.

Later we discovered
that she had been derelict in her duties by failing to record acknowledgement
of the six late comers who were refused entry to the flight, which caused your
operative at Ortigas to insist that we did not show up before the flight
departed and because of this no special consideration could be given to us.

THE PROBLEM IS WE
DID SHOW UP BEFORE THE FLIGHT LEFT; WE WERE THERE FOR ONE HOUR AND TEN MINUTES BEFORE
THE PLANE DEPARTED.

This attendant Bles David repeated in a robot-like tone
that she was the one who decides who can enter the aircraft; that she was the
highest ranking staff member and there was and is no manager.

She then announced that our tickets had been forfeit and
that we would not get our money back and if we wanted to rebook we would have
to pay again.

This is the most rude and inconsiderate thing I have ever
heard. It is disgraceful and inhuman.

At this point if you are following this you should be
aware that because we were 15 minutes late Cebu Pacific

·
refused to let us board a plane that was on the
ground for one hour while we were there

·
neglected to update the system to acknowledge
that we arrived

·
cancelled our seats

·
refused to offer travel credit

·
refuses to refund the 13, 802 pesos that we paid
for eight sets of fees

... And to add insult to injury we were told that this is
company policy.

In addition to this - one of your representatives
confiscated my partner's phone physically handling her person in the process.
This was witnessed by a chief security officer and a customer service
representative of Tiger Airways.

All of this unprofessional animalistic money grabbing
behavior shocked us.

Today we visited the Cebu Pacific Office at Robinson’s Galleria
Ortigas. This is the second time we have been there. Also here we asked to
speak to a manger and no manager was presented. We spoke to a customer service
agent called Jan (who claims to be the highest rank there). She informed us
that no details pertaining to this situation were entered on the system at
Clark when they should have been, and had there been she could have given us
special consideration. Only today did I read and understand your hidden terms
and conditions which do not explicitly state that Cebu Pacific will steal
almost 14, 000 peso from me if I arrive 15 minutes before a flight is scheduled
to depart.

More reputable airlines will seat customers in this
situation or simply rebook the flight with a nominal surcharge. They do not
take peoples’ money for nothing or disregard late customers’ efforts to arrive
before the flight departs.

Your policy and motives have been made clear. Your
operatives in all locations are ordered never to present a manager; they are
told NOT to offer value for money, good customer service or to do what they
should be doing which is providing customers with a reliable and courteous
travel service. Instead they are ordered to prevent late comers from entering
the plane so that Cebu Pacific can take their money.

Attached is a pictue of Bless David.

Me and my wife are frequent Cebu Pacific fliers mostly for our back and forth travels from Singapore to the Philippines. To start this complaint we had issues with our "Temporary Nanny" that was supposed to help my wife out for a month with our 4 moths old child before the papers for our legal Nanny can be processed. To cut it short our high and mighty Philippines Immigration Officers offloaded her and we are left dumbfound on how we can take emergency leaves to take care our child.

To make things worst Cebu Pacific personnel advised that since our Nanny was offloaded our checked in baggage under her name will be offloaded as well unless we pay the excess baggage amount for these so we can bring them along. In the end we just decided to get it offloaded and asked my Sister and Brother-In-Law to pick it up for me. My Sister complained about Cebu Pacific got them to wait for 4 hours to get the baggage's and even asked me for a Letter of Authorization even though I was "promised" by Cebu Pacific staff at the Airport that it will not be necessary since I already wrote the names of my Sister and her husband who will pick it up and all they need to do is to present their ID's. Thank god for the Internet that I was able to email them a letter to authorise its pickup.

Now on to the refund request. I called in March 5 2014 to request the refund and I was advised that the full amount cannot be refunded since there will be some penalties due to the cancellation. I tried to dispute this and reasoned that it was not my decision to cancel it but the Immigration. This clearly shows how incompetent our Government is since they are only fast in the denial of travel but does not offer any assistance from that point to get your Ticket money back.

I spoke to a Cebu Pacific Reservation's Supervisor by the name of "Aennah Macarabbo" which said she will forward my request and even directed me to the Cebu Pacific Guest Feedback form to address my complaint. I was promised a call back in which I waited for 7 days. I did not hear anything from Cebu Pacific since then neither via email or phone.

I then called back and re escalated my concern. I waited for 2 more weeks to no avail. I then decided to agree with the penalized refund. Out of almost 10, 000 pesos we paid for the ticket we will only be refunded an amount of 3486.16 pesos. I was then advised that it will take a minimum of "60 banking days" to get the refund and I will be the one to follow it up with the bank. Talk about Outrageous! This is just preposterous!

I am still waiting feedback for the expedite request I asked for the refund but given the past discussion I had with their customer service I highly doubt this will be approved. Based on these "traumatic experiences" we had with the Airline company makes me think twice on getting another booking with them.

"Cebu Pacific where everyone suffers" should be a good replacement for their company slogan.

Scammed by cebu pacific! The late check-in scam: here's how it works: they determined that we were not at the check in area on time with their own unverifiable methods. They then tell myself, my wife and six other victims that we cannot board the plane and that they have sold our tickets to standby passengers. Later they tried to deny this but I have them on record relenting. I believe that the cash from the standby passengers goes straight into the pockets of the ground staff as cebu pacific did not have the facilities to take payments at the cyclone ravaged tacloban airport. They would not put me on the trip I had originally booked, despite telling me it was cancelled when it was in fact reinstated; they would not accept the "rebooking fee" because then they couldn't sell another cash ticket; they left us stranded in a disaster area that we had come to help just so they could share in a few thousand pesos. All eight victims of this scam had their seats sold twice by ground staff at tacloban airport. The cash from the tickets went into the pockets of the main perpetrator of this scam, darbel belamino. His bosses, ms victoria l negros and mr jay moises ortiz - footage to follow on youtube of darbel belamino scamming another victim

I am a frequent passenger of Cebu Pacific since it does offer promo fares. On my flight from Legaspi CIty- Manila -June 22, 2013 this incident happened where this Personnel by the name of JAMILA OCAMPO is very rude and inconsiderate
I arrived on Legaspi Airport at 12 noon. The xray system on that day is done manually and on my part my luggage was locked so it was very time- consuming. And the check in counter also is manually operated. My flight is 12:45. When i reached the check in counter it was 12:20 but the plane for that flight haven't arrived yet. THis JAmila Ocampo told me that the counter is closed for that flight and i cannot be accomodated anymore. i told her that the plane haven't arrived yet and all system was manual and pleaded with her to accomodate me. SHe was very firmed in her decision and i told her if i can talked to her manager to let me in for that flight because my son was sick i have to be in manila on that day. She denied my request and told me that she was the one in charge. How arrogant for a supervisor...
She told me that she can rebooked my flight and gave me a figure of 6, 600.00 without any computation . I was so helpless on that time and asked her if they can accept credit card. They only accept cash and the Legaspi Airport has no atm machine. I don't have enough money that time and the Atm machine is far. It was located in Albay proper and it will took 15-20 minutes travel time through tricycle. And also she gave me an ultimatum that i have to pay before 1:30pm for me to be rebooked.
I have no choice that time so i went to Albay to withdraw money. By the time i reached the airport it was already 1:20 pm. So i handed her the money. She told me to wait and told her collegue to tell me thag i am a waitlisted passenger. But our previous agreement is that if i can furnish the 6, 600 she will rebooked me, but how come that i am on the waitlist.
And also there are other options which she did not offer. I can booked for a new flight in order for me not to pay the rebooking fee. I was so helpless on that time because I am all alone and there was no one there to help me out so i didn't think about it. She wants customer to suffer instead of giving assistance. She was a very ruthless, heartless and arrogant employee.
At around 1:30 the hotel assistant come to my aid and talk to her. At 1:45pm she handed him the ticket and my god she was smiling sarcasticly. The last flight was 2:20pm and it was not fully booked. She made me pay the 6, 600 even though i can get it at a lower price if it was booked as new flight.
It was saddening experience for me. How can cebu pacific employed this kind of people. They let this kind of people carry their name and image. Next time i'l be going to Legaspi il be taking other airlines even if it's more expensive. At least the people are very courteous and practice the word. CUSTOMER. SERVICE

Hi,

I just had a flight with Cebu Pacific last week. It was a Hongkong flight. I was carrying a heavy bag and I hand carried it. I was trying to put my bag on the compartment and was obviously having a hard time. One flight attendant, here name is FIONA TUDTUD (yes, I know her last name because I asked one of her colleague since I was really upset). I am 61 years old woman and based on my physical appearance I am having hard time doing things physically. I tried to make my bag fit into the compartment but it doesnt. This rude crew (FIONA TUDTUD) approached me and said that I should try other compartments. I did yet I expected her to help me, she did not. I was still having problem making my bag fit into the other compartments and finally she came to me and grabbed my bag. Yes, "grabbed" my bag forcefully and looked for other compartments where she can put it in. She cursed. Yes, I heard her clearly because I was few inches away from her. Let me quote her. She said "piste tiguwang!". Her face was so stern and obviously annoyed. She probably thought I did not understand what she said because I totally looked Chinese. She did not I was born and raised in Davao. Very poor customer service. How can Cebu Pacific hire such rude people. Before, I got out of the aircraft I made sure I asked her name. Cebu Pacific has a not-so-good service but it was not a big deal for me but this really got into my nerves because this flight attendandt (FIONA TUDTUD) went too far from having poor customer relations. She is rude and I believe she is the kind who should have not been hired, by Cebu Pacific nor any company, in the first place.

I am Jabe N. Cabardo. I am frequent flyer of Cebu Pacific. I take the airline for my twice a month trip to Manila. Even, when I go to Jakarta I take CebuPac.

I had a terrible experience today, June 6, 2013, where a cargo employee had the temerity to raise her voice, nay, shout at the customer. It seemed that this employee need to go back to school and learned good manners and right conduct.

I arrived from Manila today without my mobile phones. Though, I gave instructions to my driver to send it to me ASAP, I need those phones urgently.

Therefore, when I knew that they were sent I immediately took the cab and rushed to the airport. In a hurry, I inquired from a lady manning one of the windows. Being very accommodating she told me to ask from the next window. Seeing that the lady was entertaining someone, I waited until there was a lull in their discussion and I asked if there was a package for me. The reason why I needed to know that very moment is that I had a cab waiting and if the package has not arrived then I may decide to just leave and come back later. Or if the packaged had arrived, I may opt for the taxi to wait for me. She told me, in a disrespectful manner, to line up. Which I did. However, someone came who seemed to knew everyone. And talked to her, and whom she gladly entertained.

When I confronted her about her demeanor and why she entertained the person she raised her voice and told me that the person had lined up before. I told her that I had a cab waiting and I just needed to know if I had a package or not. Yet when it came to the other person she was even trying to accommodate him. Then we had shouting match.

Though, If the person whom she gladly accommodated, was there for a long time, then he should be in front of the line even before the person whom I was next in line.

Without regard for customer service, the woman, who calls her self Miriam Almatanzar, seemed to act as though she does not care that Cebu Pacific may lose customers. That is, even the latest accident in Davao and the flak the airline is receiving is not enough.

Her attitude may show that Cebu Pacific really does not teach or train their employees. I also learned that this is not the first time she has done this. There is a Tagalog term for her attitude - palengkera.

Now, I am trying to consider whether I shall take Cebu Pacific in my next trip.
With their employees demeanor towards their customers, I think I may have to change airlines.

Cebu pacific needs to review their rule in promo fare!

For the past 18 years of patronizing different airlines in going to and from kalibo, this is the very first time I have encountered a very disappointing and so displeasing experience with this so called “controversial” airline, cebu pacific. I would like to stress that I want to tackle this with subjectivity more than an attacker, basher or being a critic. This concern must be addressed on a win-win solution more than anything else because I strongly recommend the management must need to revisit the rule in the promos.
Last april 25, 2013 (Thursday) my mother and I was booked for 10:00 p. M. Flight to kalibo, unfortunately for the past few weeks and especially that particular week my mother was not feeling well due to extreme heat of summer. As for 68 years old with hypertension and arthritis, and elevated blood sugar she was advised to take a rest and monitor her blood sugar because on the 26th (Friday) her blood sugar will be checked again. I decided once and for all together with our immediate family members not to leave because of the circumstances and since “health” is at stake.
Back in the counter of the cebu pacific at robinson’s place manila, the lady told me that I need to pay php 3000.00 for the re-booking of my php 1700.00 one-way go light promo fare, because no such promo is available (As she checked the computer). However, she also told me that it can be refunded but with requirements, in fact she took more than 5 minutes in writing the requirements, and for that reason I truly blew my top on saying that “grabe naman bakit ano-anu ba ang mga requirements nang amount na php 1700.00 na yan? Ibig nyong sabihin just for that amount galing pa akong carmona cavite pabalik balikin nyo ko. Samantala pag nagpabayad kayo ng air afare ninyo gusto nyo within 24 hours. At ano ibig nyong sabihin mag papamedical certificate pa ang nanay ko. Ako nga din under medication din ngayon dahil sa hypertension and frozen shoulder baka gusto ninyo din ng medical certificate.” I talked to the office supervisor, likewise she insisted that the requirements will be the justification for the refund. What justification? Isn’t it there is fine or penalty which will be deducted from a refund air fare, is it justifiable that you are penalize and at the same time you will be punished by accomplishing the requirements such as medical certificate, etc., etc. I was in the office of cebu pacific more than 4 hours before our expected departure because the time was 10:00 a. M. During this very unfortunate april 25th 2013. I read and followed the rule written in the ticket, that’s why I knew that the ticket is non-refundable and non-transferable only to re-book with corresponding minimal amount. The personnel themselves were the one who said that it can be refundable, but with requirements, and for re-booking the additional amount is php 3000.00 (Why? Is php 3000.00 minimal in comparable with php 1700.00).
Is cebu pacific just as they need justification for the booking refund as well as the additional charges for re-booking of promo fare? As far as i’m concern, I don’t mind if they will get the 50% of php 1700.00 as penalty for the refund, even if they will tell me to wait until eternity for another go light promo for the re-booking, because that’s my accountability for cancellation. But the big question is why “requirements” and then penalty for the refund? Another but is why the adjustment of fees for re-booking is almost triple the original amount of promo fare? Why circumstances beyond your control wherein health is at stake not a justification? What justice are you talking about?

Belinda r. Aranzanso
[protected]@yahoo.com