Cebu Pacific Air
Reviews and Complaints

To whom it may concern,

I am writing this email to humbly appeal for an incident happened last May 13,2022 in General Santos Airport for my Cebu Pacific Flight PJ 996 bound to Manila. I received an email that my flight was rescheduled from 11:10Am to 1:25PM which is still having enough time to catch my International Flight to Dubai.

My International flight booked through Emirates was paid by company as part of my annual yearly ticket benefits so I can't choose any other airline for this. My booking for my Manila-Gensan Flight was the only one I can book.

I am humbly asking for a request for assistance for the said matter, there is in the flight which affected my original booking for my international flight to Manila - Dubai which is schedule at 6:00PM.

Due to the delay of Cebu Pacific which is supposed to depart at 1:25PM and then later left the General Santos Airport at 6:00pm due to a mechanical issue of PJ 996 Fleet. Because of this, I wasn't able to catch my International flight and was forced to rebook my ticket of my International Flight to Dubai. My company can't anymore cover the cost of the rebooking since we only have an annual ticket allowance and they will not shoulder the rebooking cost to whatever reason due to a technical failure of one aircraft.

As you can see, I just borrowed to a person the amount of AED 1,880 which is around 26,800php to rebook my ticket since I need to come back to my job on time else I will lose my job which is the only source of income for my father who is battling Stage 5 Liver Cirrhosis and is undergoing hemodialysis 3x a week at Nursia Dialysis Center Koronadal City.

I am knocking on your hearts to kindly hear this appeal and request for refund assistance. as what you can see I only came back home due to the operation of my son's undescended testicle and needs to be operated as soon as possible to avoid complication. I attached my due credit to the Hospital since I am not able to pay the full amount of the bills. In line with this I am requesting to please reconsider the amount I borrowed due to delay of one of your Cebu Pacific aircraft. I am an OFW who is the breadwinner of the family and this incident and to borrow another amount almost near 27,000php is really really hard for me considering I have to support my father's medication and also, I have a Hospital Bill to pay.

I am asking your kind consideration for the above said request. I am writing this email not only as your valued customer in Cebu Pacific but also a daughter and a mother who is trying my best to support my family and an additional burden of 27,000php due to delay of your aircraft is way too much for me especially on my condition right now.

I hope you will hear my request and can help me resolve this matter the earliest.

Looking forward to hearing from you,

Best Regards,

Liza Jane Rodriguez

So, I am planning to book a trip when I heard about Japan opening its borders to tourists. I am extremely excited about it that last Tuesday, May 10, 2022 I searched for flights on google for Bacolod to Narita round trip tickets and I found trips that I like. I clicked the itinerary and booked it by Cebu Pacific airline. While putting all my contact information and the payment I thought everything is doing well until when I confirmed the payment and saw that it was a one-way ticket only. Tried to contact customer service right away to cancel this flight because it's not been 24hours since I booked these tickets. Tried to message them via email and Instagram if someone can help me. It's been a hell of a day for me waiting for nothing and when I have the chance to talk to their online chat on Facebook for almost a day of waiting and just to tell me that I cannot cancel these flights because I don't have the Cebgo Flexi. And also the weird part is I didn't receive any confirmation email from them a couple of hours after I booked the ticket. I am frustrated to the point that they are not so helpful and they're not even trying to help me. I am certain that there is a problem with the website when I booked those tickets because I always make sure when I book tickets I always double-checked everything. It's just frustrating that they have this policy just to gain more profit and to think they don't follow the cancellation within 24hrs. Until now, I am thinking of ways just to cancel these tickets and trying to reach out regarding this matter.

Dear sir/mam, i would like to request for an electronic copy of my boarding pass which i lost last January 20, 2021 after my arrival at Tuguegarao City Airport i badly needed the electronic copy for my travel expense voucher claim in my office.

Name: Juneclide D Cabanilla

Address: Carig Sur, Tuguegarao City

Cp #:

flight date: January 19, 2021

Destination: Manila

Flight details:

1. January 19, 2021

MNL to CYZ 5J 196

BOOKING NO: II1DXD

Thank you very much and hoping for your kind consideration.

Sincerely yours,

Juneclide Cabanilla

email address: [protected]@yahoo.com.ph

Bastos kausap, walang modo at pilosopo masyado.

Mag aask sana ako, wala naman talaga ako nakita pila dahil tatlo sila sa window so akala ko open ang isa, ung dalawa lang ang occupied,

Tapos pa singhal xa at malakas ang boses ang sabi niya 'pumila po kayo'

Kaya lumipat ako sa likod nung isa na naaa window nia kc tinuturuan lang pala nia ung isa.

Oo alam ko dapat nag allot ako ng nasa 1hr b4 my flight kaya na late ako kc wala pa ako boarding time na, but nag ask ako properly if possible ba mag change ng destination para sa rebook at walang bayad. Dahil mag aantay pa ako ng ilang oras ulit kaht sana may addtional na kaso.

At sagot ba naman pwede naman pero magbabayad na parang ang dating pa pagkasabi niya is common sense ba.

Napaka bastos nia para doon sa information desk.

On May 2, 2022 at 3:45am, we - a family of 3 with a 10-month old infant, were supposed to board Cebu Pacific Air flight 5J 279 from NAIA Terminal 3 to Bali, Denpasar Indonesia. We made sure to arrive at the airport with ample amount of time to make space for unpredictable circumstances or troubles, as unfortunately that is the reputation of Philippine airlines and airports. We arrived at more or less about half past one, headed to the check in area at the end of the hall and queued, despite carrying a child while standing on queue, no one offered to accommodate us or give us priority to check in which is common practice on boarding planes but apparently not on checking in. When it was finally our turn, I handed the following: 3 passports, 2 valid RT PCR negative test results, 2 vaccination cards and showed both our PeduliLindungi mobile applications - to the Cebu Pacific staff member, Kristine Bulawan. She weighed and checked in our luggage and printed our boarding passes but put us on hold until the last hour - everyone had already gone to the boarding gate except us. Her trouble was that, she did not know for sure whether or not, my 10-month old baby was required to be swab tested, vaccinated and registered to the PeduliLindungi mobile application so she decided to call their outpost in Bali to get verification at the expense of our time. I believe that nobody had ever answered her query and she knew time was running out, so she decided to give us our boarding passes and our waiting had been for nothing, she even assured us that we were going to be fine as she already checked us in. We rushed to the immigration where we encountered another trouble which consumed the rest of the little time Kristine had left us to be able to reach the gate. The boarding control personnel walked to the immigration officer’s cubicle and they had informed us that despite the immigration finally granting us passage, at that time, it was the airline denying us to board as it was too late. We had never heard any public announcements calling out our names for final boarding. We could not do anything else, so we headed out and tried to retrieve our luggage so we could go home and rest but unfortunately, we were made to wait by Cebu Pacific Air once again - for as simple as baggage retrieval. I do not know if there is any standard procedure in place for offloaded passengers but it sure felt and looked like there was none, and if there ever was, it was most certainly not designed for our convenience, but the complete opposite. Our supposed fight had left at 3:45am, we had exited the doors of NAIA Terminal 3 at about 7:12am. All that time in between we had spent waiting in aggravation. We were told to wait again and again because it took them so much time to locate and bring up our luggage. When I had spoken to the OIC present at that time from Cebu Pacific Air, I asked to speak to a manager but no one had any time to hear us out so I had told her our experience and frustration, I heard her apologize over and over again but I looked into her eyes and I could not see genuine concern. She had also mentioned that it was their first non-stop flight from Manila to Bali again since the pandemic and that only further proved the lack of preparedness and knowledge regarding restrictions and requirements on their end. I am writing here because I, along with my family and all the other Filipino citizens and foreigners who have had horrible experiences because of your incompetence and inefficiency deserve justice and better service from better qualified individuals. I cannot accept that this is how our airlines in the Philippines operate and deal with paying consumers. I am hoping that through this complaint, there will be a record of your incompetence. We had lost about 45,000 Philippine Pesos which includes our RT PCR tests, flight tickets and reservations in Bali, because of your unpreparedness, complacency, and inadequacy to appropriately and efficiently operate the check in procedure of that flight. We had been stressed, hassled and as far as I am concerned, neglected by Cebu Pacific Air. We had not only lost money but had also lost time, effort and confidence – not only to the staff members of Cebu Pacific Air but the integrity of the whole airport operation.

I booked a returned flight two years ago before the pandemic happened, and it was put on travel fund automatically because of the canceled flights.

Fast forward to two years later, I got multiple reminders to my email that the travel fund is expiring in a couple of days. When I tried to make a new booking with the fund, it got rejected as it didn’t identify my fund in the account that I created using the same email address where I got the reminder from.

I understand that this kind of error happens all the time. The frustration came when I tried to solve this issue. I was waiting in line on the call for 2 hours - and tried different offices (Singapore, Phillipines, and Australia), none of them picking up at all.

I tried messaging the live agent on messenger. The first agent abandoned the conversation after telling me that the travel fund is valid and the amount it holds. I tried the second agent (who gave a better CS experience but due to the bad system, was not able to help as well). She instructed me with a way to solve it (which I have tried many times previously). When I told her I have tried it many times, she told me just to keep trying as there’s nothing she can do at the time. I asked if they can put a pause on the expiry date of my travel fund (in 3 days) - they also can’t do anything.

In short, I am left with no options to solve this issue that came from them. With no other ways to extend the fund too. I don’t normally get too frustrated because of bad customer service experience, but I really really don’t recommend flying Cebu Pacific, unless you really are desperate. While the flight experience might be okay, if you ever need to liaise with their customer service, it’s just a nightmare!

Hi Cebu Pacific!

Nagtry akong maglagay ng baggage sa ticket ng Father ko last May 2, 2022. Nung andun na ako sa payment ayaw tanggapin yung credit or debit card dahil sabi nyo naka disable na credit/debit card payment for our secuties that's why napagdesisyonan namin na ipacargo na lang yung baggage nila kahit mas mapapamahal kami kasi no choice na kami kasi credit card lang ang mode payment na mayrun ako dun sa mga option na mayrun ako. In my surprise at the airport sinisingil nyo ung di nagproceed na baggage? Like what? Kaya nga kami nagpakargo kasi ayaw tanggapin ng site nyo ung payment ko tapos naka disable pa yung remove items nyo para di na matanggal ung baggage na nirequest. Sinabi namin sa desk na tanggalin na ung nakahang na baggage kasi nagpa cargo na kami sa airlines nyo but they refuse to do it! Sinabi pa na kapag di binayaran eh di sila makakasakay ng eroplano tapos pupuntahin yung father ko sa ticketing office to fix it. Without any consideration na may kasama siyang senior citizen na naka wheel chair. Where is the consideration cebu pacific? Unang una site nyo ang nagkaproblema upon payment. Mas napamahal pa nga kami kasi nag cargo kami kasi we don't have any choice gawa ng problem sa site nyo.

This is system is unacceptable. Dapat my choice ang passenger/s dun sa mga add ons. Wag puro pera! Halos isang round trip ticket ang binayaran namin sa baggage kasi ayaw nyo tanggalin yung baggage na nagkaproblema dahil sa system niyo!

We want for a refund anymore kasi alam namin matatagalan naman yung refund base on our experience in our previous flight we had with you.

Please fix your system! this is so disgusting!

On April 16, 2022 - we booked for May 1 , 2022 5:55 A.M flight 5J 650 for 4 passengers bound for TAC-MANILA. Yesterday, April 25, 2022 I received a message that our flight has been cancelled with no explantion as to why. We've been tying to rech Cebu Pacific online for 2 days now but to no avail. No live agent just automated responses. We need a flight on that day because my girlfriend, one of the passengers is going to take her oath as a lawyer this May 2, 2022. This incident is causing us anxiety and unecessry stress. My girlfriend is a PWD this is too much inconvenience. We even went to the airport Tacloban City but the only answer we got is that there is "nothing we can do".

PLEASE PLEASE HELP US GET A FLIGHT AT MAY 1 OR APRIL 30 2022. ASAP.

Dear Sir/Madam,

I would like to request for an electronic copy of my boarding pass which i lost last December 8, 2021 after my arrival at Laguindingan airport and I badly needed the electronic copy for my travel expense voucher claim in my office.

Name: Alfredo Rubion Jr

Booking Reference: CJ9L5K

Flight date: Dec 08, 2021

Destination:manila cdo

Thank you very much and hoping for your kind consideration.

Sincerely yours,

Alfredo Rubion Jr

when you try and book a flight, the ticket cost is calculated. You get to the add on step and it adds insurance and food that you do not order. You can then try and remove the add on items, but when the price is re-calculated, the add on items are still included in the price of the ticket. Thus over charging the person for thing not requested.

A total rip off!

Good day!

I am Elbienjoy Baltazar , ( ref. # dlgg8r) I apply for a ticket refund last Novemver 2020 but unfortunately until now no Refund recieve. I submit all the required documents but more than a year already no response inspite of many follows up and emails.

You told me 7 months. But more than 1 year already and I am already in the Philippines for good.

I am disappointed and angry of this unresponsible actions of your company.

Hoping to hear a positive response from your company.

Thank you .

Can you check my booking details A8935P, April 24-25

going to caticlan.

flight 5J907

it is not showing on your website.

Is this legitimate?

Can you check my booking details A8935P, April 24-25

going to caticlan.

flight 5J907

it is not showing on your website.

Is this legitimate?

Can you check my booking details A8935P, April 24-25

going to caticlan.

flight 5J907

it is not showing on your website.

Is this legitimate?

April 2, 2022 9:10 AM.

Cebu Pacific! My sister arrived sa airport 9:00AM, okay? 9:10AM l, she arrived sa mismong desk nyo, okay? 10:00 AM pa ang flight please note that and 9:15 ang onboarding before flight! Ang sabi nyo na forfeit na because she is late? Late ba yung 9:10AM? HA? NOW EXPLAIN THAT TO ME HOW THE HELL LATE NA YUNG 9:10AM? MAG RE-REFUND KAYO SA KANYA OR MAG FA-FILE KAMI NANG CASE AGAINST YOU KASI PARANG INI-SCAM NYO LANG SISTER KO. YOU BETTER CLEAN YOUR SYSTEM PEOPLE, MASYADONG MADUMI KAYO. PINAPAKITA NYO LANG NA YOU ARE NOT TRUSTABLE. BUTI PA ANG PAL!

My mom was coming home to the U.S. from the Philippines on March Monday 21, 2022 The first flight was from Butuan City to Manila with Cebu Pacific Air. The flight was delayed... Causing my mom to miss her 9:10PM flight from Manila to LA. This caused even more issues as we had to rebook her international flight, pay for a hotel for the night, find another covid test (as the one she had would expire), cancel/rebook the flight from LA to Minnesota (where we live). My poor mom was so distraught, and it caused so much stress for her to come home all because the first part of her flight was delayed.

We want Cebu Pacific Air to PAY AND REIMBURSE my mom for all of the incurred fees:

Manila Hotel fees $100

Philippine Airlines Rebook $320

Domestic flight cancellation from LA to MSP $72

Domestic flight rebook from LA to MSP $336

Covid Antigen test $12

Total: $840

Good Day,

I would like to file a complaint regarding my luggage upon pick up in conveyor in Davao International Airport it was already damaged and there's no padlock. Kindly take an action for this you may email me bustamante.[protected]@gmail.com / [protected]. Please see details below.

Booking Reference: VIP9UT

Cebu Pacific Air: 5J 961

Hoping for your feedback.

Thank you,

I have been waiting for the live agent for 3 hours. When it is my time to be accommodated, no customer service is replying. The only thing asked was my name. Then after I gave it, no reply has been received. I have sent 8 chat messages, and no one is replying! What a poor chat live agent! Then I was suddenly trabsferred to a chatbot again! Pathetic! My refund is about to expire on march 22,2022. Her name is LIRA. the chat session ref number is 6516441. Please see this though. My request is a refund. I want this agent reprimanded for neglecting her duty.

I logged in my CebuPacific account and want to book a flight. As i was already chosen my desired destination and ready to pay the amount. A notice popped-up and says that i will be redirected to their partners Payment Page. In their partners payment page i wanted to choose Travel Fund as the mode of Payment but it says in there Partners page that it was not logged in and my Travel Fund is 0. I still have over 1,000 inside my Travel Fund

My wife and daughter had a flight going back to Iloilo last Jan.11, 2022. We were at the airport 2 hours before their flight, but during those time we were still waiting for the approval of their Spass to be able to board the plane. Actually, what happened was the RTCPR result from Red Cross came very late than usual that's why we did not have ample time to submit the papers to the LGU who is giving the approval for returning residents. To cut the story short my family was able to receive the approval for their S Pass but the passenger attendant of this Cebu Pacific airline told them that it was already 5 minutes late from their cut-off time even though the actual flight is still 1 hour away. My wife actually begged for them to accept the approved S pass so that they could board the plane but they are saying its not their fault and it's our responsibility to submit all documents before the said cut-off.

How rude and inconsiderate these people are, I mean actually it is the government's fault that we did not have the required document on time but still, they could not give us the benefit of boarding the plane because we are 5 mins. late? Then now when we are trying to rebook our unused flight, again they were saying that it's our fault and we should pay P2.5K+ for the fare difference. But if we will purchase a new flight it only costs P1,100. So basically again they are scamming us in order to take our money and not be able to use our flight.

I hope this phishing scammer should target this airline in order for them to feel how we feel when they are scamming our money using legal way by imposing a policy that in reality only favors them.

Sir/Madam:

This is to respectfully request for a certification that I boarded and was listed in the manifest of passengers in the following flights as follows:

Flight No. Departure Date Route

5J962 18 Nov 21 DAVAO - MANILA

5J977 22 Nov 21 MANILA-DAVAO

The said certification will be used for reimbursement and booking of another ticket for official travel. Please see attached photocopy of the boarding passes.

Very sincerely yours,

(signed)

LAKAMBINI S. ENRIQUEZ

[protected]@gmail.com

[protected]