Cebu Pacific Air
Reviews and Complaints

Re - Flight booking ref AlQ1HA

Dear Sir or Madame

I had booked this flight schedule specifically because the Thai travel restrictions would have changed before we left the Philippines regarding the required documents for covid traveler's

Entering Thailand.

However upon trying to check in at Panglao airport, we we told by your check in staff that the restrictions hadn’t changed yet and because we hadn’t filled out the Thai pass then we weren’t allowed to check in, this was despite my explanation that we weren’t leaving the Philippines until the 1st July. The check in assistant said that if I purchased two more one way tickets to Manila, then we could board the flight that we were originally scheduled for. And then sort out our Thai pass problem in Manila.

The price charged for these additional tickets was 20,119PHP.

We had no choice but to do this as we had a very tight travel schedule in Bangkok. When we arrived in Manila, we spoke to a lady on the check in desk in Manila who also insisted that we needed to fill in the Thai pass and purchase the necessary insurance for travelling to Thailand.

So we did this for myself and my fiancée of course and had to pay an additional 2,498PHP for the insurance.

So some hours later at check in, I offered to present our Thai pass with the necessary insurance documents. And the check in lady said that she didn’t need to see it.

This of course confirmed what I was saying to all of your staff regarding the lifting of travel restrictions to Thailand from 1st July 2022.

So you’re staff forced me into purchasing two extra one way tickets, as well as purchasing the necessary insurance certificates that they said that we needed.

But were not needed or asked for upon actually checking in at Manila airport.

Although your staff made me spend an additional amount of 22,117PHP

I’m initially only asking that you refund my airfare of 20,119PHP. On the condition that I’m not forced into legal action and that you agree to resolve this problem as soon as possible please.

My flight was cancelled due to bad weather conditions. I reached out through Cebu Pacific chatbot and the live agent who assisted me was not very helpful saying that my request for a refund is not possible at all. I received an email afterwards for the new flight schedule but since the updated itinerary doesn’t work for me, I opted to get a cash refund instead. I was expecting to get the full amount I paid, but they charged me half of the money I paid for admin fees. They charge people for money for cancelled flights and poor customer service. This is totally unacceptable, the worst in the world. There is no other way to voice out complaints, they are taking people’s money for services they were not able to deliver. Their customer “care” agents do not really care of passenger’s concerns and since everything is being done through live chat, they can choose to be unhelpful if they want to. Their agents in airport can’t help in processing refunds, they will just dismiss you immediately and advise you to use their chatbot. Is this their strategy to get away from their refund obligations and easily charge excessive admin fees from passengers? Easy money making for Cebu Pacific who monopolise most of the domestic flights in Philippines!

Incidents observed from 28 to 29 Dec2022

During online booking payment, I chose the credit card mode of payment.

However, I found out that the process have accessed other form of payment that I have not ticked / chosen. I repeated the entire process (login to payment) to check whether the same 'un-authorized access' to other mode of payments will recur. It did.

For courtesy reason, I raised this up to you first. However, with or without your response / action, I will soon inform the proper government agency to help address this situation.

Note, there was no 'un-authorized fund transfer' observed during the process.

Trying to help lang po.

[protected]@gmail.com

Dear Sir/Ma'am

I was not able to save a copy of my boarding pass, my flight was manila to davao and davao to manila. This will be used for my the reimbursement of my

travel..

Can you send me an electronic copy of my boarding pass.

My reference number is GKYLXN

Anticipating for your help.

Thank you.

Eugene Mars H. Abril

eugenemars.[protected]@gmail.com

[protected]

booking# UENEJC

booking date of baggage: Dec.17, 2022

Name: Glonilfa Quinanola

email: [protected]@yahoo.com

I wrote them an email :

Dear Cebu Pacific,

We kindly ask you to cancel this attached flights due to the passenger’s illness. Please us know how to proceed for the refund.

I never got an answer. I need to cancel my ticket due to an illness that is proved by a medical certificate.

There are still 15 days before the departure.

I would like to get a refund

Name: JOEVIL C. PEPANIA

Address: Poblacion Claveria, Misamis Oriental, Philippines

Agency: University of Science and Technology of Southern Philippines

Cp #: [protected]

Email ad: joevil.[protected]@ustp.edu.ph

Flight Details:

5J 380

CGY-MNL

8 Nov 2022

Departure - 8:55 pm

Arrival - 10:45 pm

5J 381

MNL-CGY

11 Nov 2022

Departure - 3:45 pm

Arrival - 5:35 am

Booking Date: Nov. 7, 2022

Booking Reference No: VCRTTY

Sir/ma'am:

Greetings!

I would like to request an electronic copy of my boarding pass which I lost last November 12, 2022, after the day of my arrival at Laguindingan Airport. I badly needed a copy of my Boarding Pass for my liquidation in my office.

Hope to hear from you the soonest.

Thank you very much and hoping for your kind consideration.

Sincerely yours,

JOEVIL C. PEPANIA

Good day.

I was not able to save a copy of my boarding pass (flight back from NAIA to Cagayan de Oro). I thought boarding pass will be automatically saved in my CebuPacific Account, hence, did not bother to screenshot or download a copy.

I requested CebuPacific for a copy of my boarding pass and was told they cannot re-issue. Instead, they will provide me a copy of Certificate of Travel (COT).

I already submitted the necessary requirements to process the request. I made the request on 16 November 2022.

I was told by the agent that processing time will take 2-3 days, and that he'll give me feedback.

Unfortunately, and sadly, no feedback has been given to me.

I followed-up my request several times, through different agents (chat agents). I was told by these agents that my case handler will give me feedback. BUT, I haven't heard from the case handler.

I need the COT to be refunded/reimbursed. It's taking too long.

Thank you. — BOOKING REFERENCE: TDKIIF

FLIGHT DATE: 22 OCTOBER 2022

FLIGHT NO: 5J383

ROUTE: MNL-CGY (NAIA TO CAGAYAN DE ORO/LAGUINDINGAN)

Waited two hours in Bangkok airport to accommodate late passengers. Landed late and waited longer in Manila and Baggage claim. All passengers were upset.

The pilot decided to board the late passengers. Thereby allowing future delays to perpetuate.

Please give compensation for my lost time the whole day. The exhausting unprofessional treatment teaches you: be careful of cheap flights, you're paying with your life

Sir/ Maam, can I request for a copy of my eboarding pass or certificate of travel for the flight I took under your airline last October 21 and October 23, 2022 from Iloilo City to Manila and Manila to Iloilo City. This will be used for the reimbursement of the airfare and other travelling expenses in my school ISCOF.

Booking Reference Number: GJINQA

Passenger Name: HERMAN M. LAGON

Route:

ILO to MLA (5J 450; October 21/1:40pm-3:05pm)

MLA to ILO (5J 461; October 23/6:05pm-7:30pm)

Please send the copy of the pass or certification at [protected]@gmail.com.

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

Respectfully,

Dr. Herman M. Lagon

Our Flight from Manila to Sydney was terrible. Firstly it was delayed by nearly 2 hours on departure. Paid extra 100 for premium seats and had like the same legroom as the standard seats and it was advertised as more legroom. Paid for food which is common on a budget airlines but its was really bad. Worst of all we got to sydney super late so my connecting flight had to be rebooked which costed me and extra 500 dollars.

Flight was orginally meant to take off at 2325 Manila time and land 1055 Sydney time. Landed on the 3rd of December 2022.

Overall if you have a connecting flight wouldnt recommend trusting Cebu Pacific Airlines.

Terrible customer service and refund processes!

Our flight in 2020 was cancelled due to the pandemic. But instead of getting a refund, I was only given a travel credit instead. Philippine Airlines gladly refunded our other flights, how could not Cebu Pacific do it as well?!

The voucher was nearing its due date and so we booked for Dec 2022, however my sister got pregnant and will be due on the 2nd week of December. I have contacted their customer service via chat as well as via email regarding refunds over a course of months, but my concerns were always dismissed! 2 customer service representatives on separate occasions left my chat hanging! I provided proof for medical certificate but even that was turned down because it's dated more than 30 days prior to my sister's delivery date. What difference does it make?! My sister is still due on the 2nd week of December 2022. They also asked for PRC license copy of the OBGYN. Who in their right minds would give a copy of their PRC license away?! These are very unreasonable requirements and an obvious tactic for me not to get my money back! Another option it to rebook the flights to later dates when their website doesn't even give an option to choose more than 2 weeks of rebooking dates ahead?! What a joke.

I booked as early as 6 months prior to flight schedule to avail cheap fare/promo fare. As planned, me and my kids want to celebrate the 2nd birthday of my youngest in manila (*flight nov11,2022- birthday nov 12,2022). I was charged 11,289.12 for the fare of 2 adults, 2 child and an infant all back and forth. 9,589.12 for the 4 regular fare and 1,700 infant fee.

As per analysis, there are around 348 pesos difference between the price of the adult and infant per route, so I pressume, my youngest has a complete fare to and from. During our check in (manila to tacloban-nov 22,2022), we were adviced to get a ticket of my youngest since the fare charges is only for infant and not for child/adult. Amounting to 6,000 plus. I ask for reconsideration because I just paid what was shown in the website. Knowing that the system anticipated the return flight as child. I booked my flight early to save money but because of the systems error, I was charged unexpectedly, out of my budget. Cebupacific should understant also that their system is inconsistent. I was charged infant fee two ways but the return fare was not even considered for reimbursement, just the on-date ticket amounting almost half of our entire fare.

The crew were arrogant in dealing with me. Big company should look over middle class people like me who planned trips ahead to save money. but it was their systems error that I paid.

I booked a flight on May 28, 2021 from Australia to Philippines but it was later on cancelled due to the global pandemic. Ticket cost was 214 aud. It was later on agreed, upon recommendation of the Cebu Pacific's customer service agent that such be put as a travel fund for convenience, instead of processing a refund. Last April 2022, I called again and was requesting to refund the money instead as I am in no need to travel and can't use the fund but they told me it's not possible anymore as it is already a travel fund. Then, yesterday, Nov.12, I called up again asking about the status of the travel fund and was informed that it is now expired. I am extremely upset and disappointed with this and they are firm about not giving my money back. I have not received any service but yet they held on to that money for the longest time, without even me earning any interest from it, and now it seems like it just disappeared all of a sudden. I feel like being robbed. Logic says, I paid them that sum for a service but now, I end up not getting any service and not getting back my money. They are taking advantage of poor customers like me. I do not know how many of us out there trying to get our hard earned money back most especially us, OFWs. How can such travel fund expire when in fact, it is our money. Why would they forfeit it? What for? What do I get from that in return? What damage did I caused them for me to compensate them? It is just not making any sense. They are getting unjust enrichment out of this and it is totally unfair. I wish my little voice will speak volume and be heard. I don't know what to do now and I believe your office is the one who can best help me with this. Hope this I hear from you soon. Thank you so much.

Booking reference: EKTST (attached)

Payment receipt reference: 000558 (attached)

The following morning we tried calling 02 [protected] which is the Cebu Pacific local number in Australia, to cancel the additional baggage, but it was only directing us to go to the website. And when we checked-in the nice lady at the counter confirmed that it was indeed double booking as the system was showing we have total of 320kg allowed baggage for 5 person (3 adults and 2 kids). We were requesting to cancel the additional baggage, but she suggested that we reach out to the Cebu Pacific office as she has no access to cancel from her end. And we tried to dial the number again and put it on speaker, where we were unable to speak to any customer agent, but instead it was directing us through the website, so we hung up the phone. We had no choice but to pay the outstanding payment. The attendant left a note to inform Cebu Pacific that we didn't use the extra baggage booked.

Sept. 16 clarification: when arriving at the check-in counter, we attempted to cancel the booking of double the quantity  of excess luggage. At the counter Cebu Pacific staff advised they were unable to process change the booking and advised we contact your 24/7 hot desk in Sydney

This was through the Cebu Pacific 24/7 contact number at 02 [protected] – see attached screenshot).

After multiple frustrating attempts our calls were unanswered with a message directing to the Cebu Pacific website and then hanging up the call - hence we could not address the issue when most needed to do so

This is appalling customer service, and for loyal travelers, who regularly use Cebu Pacific, both internationally and domestically,  as their airline of choice - this serves notice that without your actions to now resolve the situation, our choice of future travel will exclude using Cebu Pacific. In addition, my family, and colleagues who frequent visits to Australia with Cebu Pacific will choose other airlines that provide an understanding and fairer customer service.

We are therefore requesting a refund for the additional 160kg that hasn't been utilized, payment back to the card or in credit but lasts email received from Cebu Pacific was 18 Oct. 2022.

My sister Jessica Demalata is a down syndrome,took her flight Nov.2.2022 at 6:30 iloilo-dubai booking reference OIHERT flight 5J452with her companions. Her companion son was not accepted in cebupac

because of visa issue. they were in the airport manila but was not accepted because of her son’s visa. Was it a no show?my sister needs assistance,her visa is ok. Her ticket will also be a no show. She can’t go alone to dubai as she is mentally challenged with DSWD approval. she should be considered and her ticket should be refunded. it is not her fault. Why her ticket is not refunded, Kindly look into this matter and hoping you’ll understand her situation. Thank you so much.

regards,

Emily Hufana

Last November 04, 2022. together with my wife, we had a flight from Japan to Manila under flight 5J 827. The flight was cancelled and re-scheduled on November 05, 2022. We approached the desk of Cebu Pacific at Kansai Airport and asked if there will be a problem since our stay is supposed to be up to November 04, 2022. And they assured us that it is not a problem. The following day November 05, 2022, upon check in at the airport, we were held at the immigration and told us the we the overstayed for a day. And we are not allowed to proceed unless we file an extension of our stay. We are held for two hours and forced to fill an extension and paid 8000 yen. When the Cebu Pacific representative arrived, they do not even ask our situation and they just get our money for the payment of extension. We are a frequent flyer and Is this the right thing to treat a customer. You should act or else we will fill the legal action.

Hello - I booked the flight below but your system did not allow a name change (which is as described in your website) and I had to repurchase a second ticket. When i re booked for the second passenger the price increased immediately by 70%. A Qatar agent (named Jhomel. M De Jesus - ID no. 1184687) approached the Cebu Pacific desk at Manila airport on our behalf on [protected]@2330hrs approximately) and they could not update the second passenger details either.

BHJWKT -

Cebu Air 1 Nov 2022 03:45 1 Nov 2022 07:50 Duration

5J 279 Manila Denpasar Bali 04h 05m

Ninoy Aquino International (MNL) Ngurah Rai (Bali) (DPS) E

The reason for this mess is because your e-ticket stated that we could proceed straight to the boarding gate. This was NOT the case (see attached photo)

BHJWKT -

Cebu Air 1 Nov 2022 03:45 1 Nov 2022 07:50 Duration

5J 279 Manila Denpasar Bali 04h 05m

Ninoy Aquino International (MNL) Ngurah Rai (Bali) (DPS) E

I want to report this incident happened last October 30,2022. My mother and nephew have scheduled flight bound from Dubai to Manila on this date at 11.10pm and upon check-in, their ticket was not found in the system. According to them, it was cancelled and it went to travel fund. How come it was cancelled without informing us and they said somebody had used our booking? How it was possible? Cebu pac coordinater in dubai airport said to make another booking and use the travel fund. Ofcourse travel fund or refund was not enough for 2 people and we need to add another 1,600+ dirhams so that we can have the new booking. This was too much. It's not our mistake if their system was hacked or I don't know what happened to their system. It gave really so much stress to us knowing the passenger was senior and minor. They just advised us to use the travel fund and book another. Cebu pacific should have atleast know what to do if this incident happened. They take responsibility whenever this happened to other passengers specially on rebooking. What if the passenger don't have money anymore? so he/she can't go home? I hope they improved their services.

Good day I want to report this airline for over pricing. We book a flight going to Cebu on Nov. 18, 2022 / 21:05 all paid but then after a few day this airline email us informing that our flight changes from 21:05 to 22:00 same day. We have nothing to do with the changes and tried to rebook earlier by 04:55 same day and accept the minimal additional charge for fare difference. But as we proceed to payment I got surprise by the amount I need to settle. PHP 3,722.66. They want to over charge us. I talk to there customer service thru Facebook if they can cancelled the pending amount because we cannot afford to pay that excess amount because at the first place they are the one who change our flight but the agent refuse to cancelled and told me that if I failed to pay the PHP 3,722.66 our flight will be forfeited. Even if we already paid our original ticket. Please do some action to this matter. Hoping for your quick response.