Cebu Pacific Air
Reviews and Complaints

Tried checking in on the website with the booking reference number sent via email but says its doesn't find any flight matching the details.

Then moved onto logging in via the account. Website continues to say it need to refresh.

All contact us or help pages hit errors.

Downloaded the app to try a different way. Doesn't go past the welcome page.

The incident happened multiple times at naia3 domestic terminal. After dropping off my bags at the counter, all I was carrying was my laptop bag which had already gone through security. A "Cebu Pacific ground crew" who was standing at the bottom of the escalator near gate 131 stops passengers and checks bags again because she said "bag looks bulky" and asks for money just to allow the bag. When I showed her my gadgets, she persisted to open the other compartments and just saw more gadgets. I told her the weight was within limit and that I already gone through 2 security checks. She was asking for "money for pangmeryenda" to let me go. I didn't want to argue anymore so I just showed her my ID and that shut her up. But I pity all the others before me and after me that gave in to her "modus". What is more bothersome is she only "checks" Filipinos and allows foreigners obviously carrying more than 7kgs carry-on bags to proceed without the hassle of stopping them.

in regards to ref KYL4TL we received notification that the return flights were cancelled by cebu pacific. As there are no flights available anymore for this flight path we applied for a refund online, We followed instructions, created an account but when we pressed 'Request Refund' the page hung and finally expired. Tried many times and followed further instructions to log in to old and new cebu pacific sites but still the same result. Cebu pacific have done their best to not allow you to talk to anyone for help- they want you to go online. Dont you IDIOTS realize that not everything works ONLINE! Please CONTACT us to organise this refund. IT'S YOUR FAULT THE FLIGHTS WERE CANCELLED AND WE SHOULDN'T HAVE TO WASTE HOURS ONLINE JUST SO YOU CAN MAKE A FAT PROFIT!

A cash refund due to cancellation of flight (Pandemic) was filed thru a call center. Sept. 28, 2020 at 9:55PM, thru Sir Dean.

Having a difficulty to get positive result thru a follow-up on line.

We want a refund of our ticket (Manila to Tokyo & vice versa, other tickets..

If cash is not possible, other option maybe thru plane tickets.

1 booking reference no. KBVI3C booking date Aug. 26, 2019.

2. booking reference no. UK352X booking date Aug. 28, 2019

3. booking reference no. ZBCE6V booking date Sep. 10, 2019

Thank you.

I had a travel fund 25k plus. I had it last 2020 during pandemic. Now, when I am about to use my travel fund, a month before the expiration of my fund. The system won't allow me to do so. It was just recently that you allow booking with another recipient using the travel fund. However, it was too late. I want to get back my travel fund to my account.

Last May and June 2022, I travelled to/from Manila - Cauayan and Manila - Tuguegarao via the Cebu Pacific Airlines.

Unfortunately, my boarding passes were lost/ misplaced.

These boarding passes however are necessary for me to claim the expenses born out of the official travels.

Attached are the travel itineraries and affidavit of loss for the request.

Thank you.

Hello

I hate to make a fuss, but I have to say.

It happened at Mactan Airport around 10:30 am on September 9, 2022.

I had a very unpleasant experience with Cebu Pacific.

Your staff were unfriendly and the service was bad.

There was an issue with luggage.

The price of luggage was paid as an option.

When I came to Cebu, there was no extra charge.

Why did Cebu Pacific only ask me to pay extra for baggage?

Baggage for arrival and departure in Cebu was the same.

I can't understand. Why does Cebu Pacific double the amount already added as a luggage option?

I paid 3750 PHP so I would like to request a refund.

And the staff was very unfriendly when issuing tickets. If staff training doesn't change, Cebu Pacific will lose Korean passengers.

Especially the old man with glasses was very rude.

Thank you.

Due to 'Health Pass' regulation i was not allowed to board the aircraft to continue my flight, which originated in Athens, Greece with a final destination of Sydney, Australia.

There was NO notification that this was a requirement to travel through Manila and am seeking to be refunded this airfare of AUD$452.48 for a flight i couldn't get on (blocked from boarding in Athens, Greece).

Dear Sir/Maam,

I would like to request for an electronic copy of our boarding pass which I lost last February 20 2020. I badly needed the electronic copy for my liquidation purposes.

Name: Glenda Retiza Arante

Franz Josef Jaschke Jensen

Address:Binabag Bogo City Cebu

Flight Date: 03 February 2020

Destination: Cebu-Caticlan-Boracay (MPH)

Return Flight: 15 February 2020

Destination: Caticlan-Boracay-Cebu

Airline Booking No. GIBMXA

Thank you very much hoping for your kind consideration. You can email us at [protected]@gmail.com.

Sincerely yours,

Glenda Retiza Arante

My flight was Aug 30, 2022 5J 574 (Ceb-Mla) connecting flight to Aug 31, 2022 5J110 (Mnl-Hkg)

As will be shown in the photo attached, one wheel of my luggage was missing while the other one is about to fall off. When i found it in the carousel, the zip was also slightly open.

I have no other details as i do not know what happened in between.

Need to get the refund since it's been 3months already they promised the refund will take 2 months.

Flight details

UNJ1ME

Ashly Jan E Agustin

May 18

All the agent I chatted was not very helpful

So please take an action for this complaint since its very alarming that this company was not doing thier job well.

We booked a flight on May 18 but due to emergency we canceled the flight and ask for a refund.

But still the refund is not processed

Hei I’m Aiko currently living in Norway, let’s make it straight to the topic these girl name Keena Dacubar Streegan working as cabin crew bringing name of Cebu Pacific will there is nothing wrong with that your just only bring the name of one of the biggest company in airlines of the Philippines, so basically your a brand ambassador as a cabin crew where is her manners being simple responsibility to

pay her debt it’s not actually a debts she has business she not paying me either nor sending me the parcel that I order to her and paid her full cash to her account, like she said she’s trustworthy coz she works in CebuPak here I am trusting her,as simply manner of this little thing being responsible of the thing you have to do it’s makes alot and it means alot. So Cebu Pacific I hope before you hiring in your company make a back ground check because that simply things can means a lot and it can be bad for the reputation of the company or else there is something being might be she will do hokosfocus to the company.

Please do will reply about my concern I really like to hear about my concern and want to council this with her or to the company who ever might be I address for

[protected]@gmail.com

1. Re: BR# Q9E9HB, booking date Mar 3,2022, 2way Mla-Boracay;Boracay-Mla

2. We were charged on our flight home (Boracay-Manila) on Aug 7,2022 for

Php2,571.16. Reason: Infant turned 2 years old on Aug 4, hence should be

treated as adult.

3. The online booking system done Mar 3, 2022 did not reflect that. Had we known, we should have seen the total cost we will incur, and decided there and then if we will book/purchase tickets.

4. We were left with no choice at the Caticlan Counter (we will not leave our baby there of course) and paid via Credit Card, but told the nice staff, this is under protest.

5. We have been frequent flyers of Cebu Pacific, this is our favorite airline company, it's the first time we encountered a problem

6. We hope you empathize with us and settle this amicably.

7. Thank you very much.

I booked flight through Agoda



Dear Michael Alford,

In regards to your Agoda Booking ID [protected] departing from Dipolog Airport (DPL) to Kuala Lumpur International Airport KUL

Passengers:

Michael Alford

Merle Alford

Itinerary details:

Dipolog Airport (DPL) to Ninoy Aquino International Airport (MNL) - VK7HKA

Ninoy Aquino International Airport (MNL) to Kuala Lumpur International Airport (KUL) - VK7HKA

Kuala Lumpur International Airport (KUL) to Ninoy Aquino International Airport (MNL) - NH9THW

Ninoy Aquino International Airport (MNL) to Dipolog Airport (DPL) - OFKG6Z

Referring to your inquiry on the E-ticket we find the information below will help. The E-Ticket only can be retrieved by the passenger on the airline's web page.

URL: https://www.cebupacificair.com/manage-booking

Booking Reference Number: VK7HKA

Booking Reference Number: NH9THW

Booking Reference Number: OFKG6Z

Last name or email address: Alford

Last name or email address: [protected]@kekistanmail.com - Supplier

Last name or email address: [protected]@aol.com

Our Customer Care is available around the clock, please do not hesitate to contact us should you have any further inquiries

Thank you for choosing Agoda.

Regards,

Terence

Agoda Customer Experience Group

___________________________________

were is booking comformation. Please Send to [protected]@aol.com

Dear Cebu Pacific,

I am writing this letter to you to file a formal complaint against one of your Chat agents who called himself/herself Jess.

I reached out because It's my first time to try to add prepaid luggage after booking a trip a few months back. I thought I woudn't need one so I didn't book at that time.

I noticed that on the webpage, that I was being charged around Php 600+ for a 20Kg bag one way so that's about Php 1600+ for a roundtrip ticket.

When I get on the payment page, I noticed that i was being charged around Php 2600++ I didn't understand and I was trying to makes sense of these charges and I tried to get to the payment page and see if it will be the same amount.

I reached out to your Customer Service to sort it out like I said, I needed help as I am not familiar with this feature. It turned out that I have selected multiple bags in error and I am being charged for a total of Php 3900 and I found it ridiculous because I am going there for a 4 day trip and that amount of luggage was like I said was selected in error.

I was hoping I can get someone to help me clear out the excess bags and I am willing to pay for 20 kg per flight. It just doesn't make sense that I will be asked to pay for something that I will not use so I am doing my part as a dutiful customer to reach out and explain what happened however the customer representative didn't even show real empathy and find a way to resolve my issue.

This CSR was even sarcastic in his responses so please review our chat conversation history. I am very serious about this matter and I don't believe a s a customer that I should be charged for something that I will not use fully.

I hope Cebu Pacific will hear out their customers and will have the option to remove the excess luggage charges because it's not fair.

I feel mistreated because had she/he been in my shoes, he'd understand that my situation is frustrating. I sure that nobody wants to pay for something that is in excess of what they need.

We tried to rebook our flight from Manila to Tacloban, for October 8, 2022 and return on October 21,2022, but we got very disappointed by the costumer service lady Mhean, not only she increased our fare by more than P2400 also she changed our flight without our consent for 04:00AM. Of course we didn't accept it. Than whenever we tried to complain about it, we got no answer and they blocked the site, so we can't get hold of them not by phone or email. only for new booking they will open the site! We paid for our fare in full!

Dear sir/mam, i would like to request for an electronic copy of my boarding pass which i lost last May 20 after my arrival at Davao airport i badly needed the electronic copy for my travel expense voucher claim in my office.

Name: Vince A. Mortera

Address: M_H Del Pilar Street, Poblacion A, Mlang Cotabato

Cp #: [protected]

Email: [protected]@gmail.com

flight date: May 20, 2022

Destination:MPH-MNL, MNL-DVO

Flight details:

1. May 20, 2022

BOOKING NO: JGLTKW

Flight No. 5J896 MPH-MNL

5J979 MNL-DVO

Please notify through my contact number.

Thank you very much and hoping for your kind consideration.

Sincerely yours,

Vince A. Mortera

We were denied boarding at Narita for our flight from Narita/Manila/Cebu last June 29, 2022. The reason we were told was that Cebu Pacific does not accept transit passengers. We came from the USA via United Airlines on that same day. It was very unfortunate that I was never told about that policy when I booked my ticket with Cebu Pacific that your company do not allow transit passengers to board at Narita.

With this reason, may I request if the above booking be refunded to me ($307.56). I have to buy another ticket going to the Philippines the next day. Any refund would at least help in defraying the cost of my new ticket not withstanding the hassles of the experience. I beg for your kind understanding .

Booking Reference :GCR2KS

I would like to file a complaint on behalf of my parents for their in-flight experience Flight number 5J 616. Both my parents are seniors and my father is disabled in a wheelchair, and he has a hard time sitting down due to a spinal

injury. He needs a bit of leg room to be able to stretch his back a little bit. Absolutely horrified that the staff onboard had sounded it was my parents fault for not saying at the front desk that they needed a front row seat. I heard this myself as I was on the phone with my mother whilst my mother was talking to the flight attendant. To begin with how would my parents know the set up of the plane. My father is in a wheelchair and the booking noted him as PWD. I would have expected for this to have been picked up at the front desk but also for the staff on the plane to have had the sense of what a customer service should be and could have accommodated my parents accordingly instead of being blamed that this should have been requested by my parents at the front desk. It is a disgraceful act and I’d like this case being reviewed. I live in Australia but my parents are currently in Bohol for an extended holiday. The flight they were in is from Bohol to Manila.

To whom It may concern,

I am on how Cebu Pacific handle refund concerns. We booked our roundtrip flight on October 26, 2021 Our departure supposed to be January 28, 2022 3:25 pm manila time). on December 22, 2021 I got an email from Cebu Pacific “We would like to inform you that the schedule for your upcoming flight from Manila (MNL) to Bacolod (BCD) has been changed. We sincerely apologize for any inconvenience this may cause.” They move the departure time from 28 Jan 2022 / 15:25 (3:25 PM)

Manila (MNL) to 28 Jan 2022 / 16:55 (4:55 PM)

Manila (MNL)

We consider it as we’re okay with an hour changes. However we got another email for flight disruption on January 22, 2022. “Please be informed that we have rebooked you to the next available flight. (January 29,2022 9:20 AM Manila time).

This is something we are not expecting as my brother and aunties are travelling from Canada to Philippines and its the second time they made changes that made us skeptical on the said flight so we decided to cancel it and process a refund. And the worst part is the refund process. I contacted them via email and messenger but I don’t have all day to wait for the long queue. I tried to research their refund hotlines BUT THEY DON’T HAVE ANY! It gives me stress that I waited for a longest time to get someone to talk to via messenger and she responded to my concern YET I never heard any updates after that so I reached back via messenger the other representative gave me different information that It was processed via credit card which I never have one I use my Gcash to pay for it online. Then he mention It was processed already and I need to coordinate with Gcash. So I don’t know where to go because The first representative that I talked to mentioned that I will be receiving my refund via check in Robinsons Bank where I can chose my preferred Branch. Please help me out. I’m stressed and disgusted with their services.