Cebu Pacific Air
Reviews and Complaints

Hi All,

Im writing to complaint about my refund.I understand that because of the pandemic it will take 7months to resolve but its more than 7 months already and your customer service keeps on saying that we check the notification email without providing any status.
I hope this gets resolved as I have been waiting for this refund for sometime already.

Request:
Booking Reference: ZM3VJH
Subject: ZM3VJH Refund Request

Customer service no.Your Customer Care Reference No. 5769682 - [ref:_00D6FFAZV._5002sAMIll:ref]

Thanks,
Ella

I requested a refund for all of the flights I booked for our family from MLA - DVO. I had 3 separate bookings. I was expecting the refund last April 2021 but the bigger group which had an amount of 12K+ was left unrefunded. The other two were received through the card used when booking. I was able to connect with an agent last April 2021 because I was following up, I was told to wait since it depends on my bank. But the usual process is, Cebu Pac will send an email to me that the refund has been forwarded to my bank and just to wait for my bank to process. As it turned out, I never received an email for the refund to this booking amounting to 12K+. As I was trying to call by May 2021, only a recorded operator will answer and there are no other options but to hang up. I have sent several emails and messages through their website (contact us), chatbot, and Facebook Messenger which is all useless.

Refund requested August 28, 2020
Booking Reference YHURMT

Book a flight on january 11, 2020 at cebu pacific, since it was the beginning of pandemic I canceled it, there advice was to convert it to travel fund, its been a year that I responded to there email but unfortunately it was inactive, I really badly needed that amount since I cant go back to work...
Booking ref # kgsk9d
Flight # 5j 261/262
Iloilo to puerto princesa may 28 to 30 2020

Super duper worst customer service ever sobrang trauma ako na gusto kong umiyak dahil sa ginawa niyong experience samin especially the gurl who assisted us at the aiport to have our baggage be drop. Please discipline her sobrang panget ng ugali sobrang nakakatrauma siya kala niya sino siyang mayaman porket d kami mayaman tignan she would treat us like that. Sana nlng tinulungan niya kami ng maayos instead tinataboy niya kami kasi nagkikilo daw po kami malamang sobrang strict eh sana binigyan nlng kami ng chance na e total lahat nga baggage allowance namin and a total og bag para d sana d na mahirapan since need na magboarding pero ang ginawa tumatawag pa ng guard para paalisin kami eh ang dami ng gamit sobra gusto ko talaga siyang maescalate please kasi pagbalik ko ng manila I would really complain sa main office para matotot siya mag customer service I dont know I cant explain much how traumatic experience I had with her kung nasa personal ako na nagsasalita umiiyak na ako ngayon sa sobrang stress at trauma sobra super super please please give importance with my complaint. Para maprove ko gusto ko sana magpasychologist for thw mental stress binigay niya para talaga mateach siya ng lesson d siya bagay sa work niya I would really love to talk to any manager to complaint about her and pagbalik ko ng manila I would make sure gagawin ko and e aassure ko madidisplina siya at mafefeel niya anong trauma ginawa niya samin. And other thing d kayo talaga marunong maghandle ng customer our flight pamanila we arrived at the airport 45mins out flight grabi sabi niyo 1hr dapat pero 15mins with hand carry only you shoudl consider it pero ginawa niyo pinarebook niya kami pinagbayad ng 5k move flight namin to 1:20 pero nag boarding kayo 1:15pm na kung kayo madedelayed ng time okay lng we always understand pero pag ang customer na no consideration kasi peperahan at peperahan niyo ng todo buti mag pera kami pano pag wala talaga kamong extra? Pandemic namemera pakayo sana nga lang kayo nlng magsara at d yung pal dami kong gusto sabihin kasi sobrang sobra kayo nakakatrauma and I would realy really tell my friends na d sasakay sainyo pag nagpaplan sila umalis since they are asking me about the flight or flying since pandemic I hope lng talaga magbigay kayo atensyon sa reklamo nga mga customer niyo. Csr ako pero grabi kahit pulubi yung customer ko d ako nagmamaltrato ng tao. I hope makakarecieve ako ng feedback about my complaint

CebuPacific is not responding to our request for cash refund for cancelled flight since last year

I file a refund application last january 11, 2021 they said that I have to wait until 7months for me to get my refund I waited patiently for this even the 7months is really unacceptable waiting period I had no cihouce but to wait but since it's now 7months and I still didn't get any refund or any updates with them.I'm very this disappointed with the services when I paid for the air flight it only takes secs. To deduct it but now I'm asking for my money I really have to go through this chase Them so I can get my refund. I want my money back ASAP 7months period is over I have the right now to be upset and make a complaint.

Customer Care Reference No. 5655072

Request: Flight Cash Refund Application
Booking Reference: Omws4b
Subject: Refund Travel Fund
Details: Hi. I would like to request for a refund of my travel fund since I would not be travelling in the next 2 years. My booking reference is as follows:

Booking Reference: Omws4b
Creation Date
14 Jun 2020 / 10:35
Expiry Date
15 Jun 2022 / 23:59
Credit Amount
PHP 15, 630.69

I sent this request and got an acknowledgement from them on Dec 17, 2020. I also have submitted the documents they required me. I have made several attempts to follow up and haven't heard from them since. Haven't gotten the refund nor any emails from them. Please help me.

I was supposed to fly on June 9, 2021 bound for Davao with a prepaid 40kls baggage allowance. But because I lack swab test I needed to change my flight on later date. I asked about how is it going to be when I changed my flight due to lack of requirements, they told me to just 'go to the website, manage booking then choose change flight. Choose a new date then book. So I did! a Cebu pacific staff even assisted me. I rebooked my flight on June 11, 2021, flight 5J961 bound for Davao at 05:05.

Come June 11, 2021 when I was about to print my luggage tags, the system says I don't have any baggage allowance in my booking. So I complained and said I purchased 40kls online. They said that when I rebooked my flight the baggage allowance was not included! I told them that I was advised to change the flight but I wasn't told that I need to purchase a baggage allowance since I already had one in the first place. They asked me to pay more than 7000 php first but reduced to php 6100.00 as a 'help' for me.

A heated argument happen as I was explaining that I wasn't told that I need to do a whole rebooking again, purchase another baggage so on and so forth. I asked assistance; I was advised to just simply change the date. they even acknowledged and apologized on the mistake of their staff in assisting me and giving me incomplete and vague instruction. however, they still asked for a payment of P6100 for my luggage.

This kind of trick, inconsiderate, poor customer service, rude treatment of passenger in this trying and very hard time of pandemic is heartless. Imagine paying that huge amount with the mistake of their staff who gave me incomplete instruction.

I would like to ask for a refund for the baggage allowance that I already purchased online and was asked for another payment. The staff were very rude of telling me 'since you cannot pay we will pull your luggage that simple mam'

So I had no choice but to pay since I need to go back. And if I wont pay they will cancel my booking and I need to purchase a new ticket again.

I have on 10th April 2020 emailed to Cebu Pacific asking for full refund. I have on many occasions emailed to Cebu Pacific to follow up on my full refund for YC7Z2F and TJ4RWQ which i was told is due to refund on Jan 2021. I have yet to get the refund and l have requested their Customer Care, James to escalate to their higher management as this is taking too long.

They keep telling me "As we check, the refunds were already transmitted to our acquiring bank. Please note that the refund might not immediately reflect on your account. You may monitor your next billing statements for the reflection on your account might vary depending on your bank's cut off. Hope this update helps and let us know if you have other concerns. "

Till today, i have yet to receive my refund.

I am complaining about our cancelled flight on April 08, 2021 with reference booking number: RDJ2YS. This flight been cancelled multiple times already and we are so frustrated. We need this flight badly since we already spent money for medical and swab test already and this cannot be cancelled or else you need to refund including the cost for our medical and swab test. We cannot stay longer here in Negros Occidental because we have work left in Clark. Cebu pacific need to do something about it, Please consider our flight on April 08, 2021. This is so frustrating specially I have 3 kids below 5-year-old that is part of this flight. We need to go back home soon as possible my kids needs to go home soon as possible, so please fix our flight on April 08, 2021. Please give me follow up at [protected]@gmail.com or you can contact me to my mobile phone number [protected]. I've been calling Cebu pacific customer service hotline +[protected] multiple times but no one is picking up my call and been sending them email as-well but I did not receive any reply from them. Cebu pacific caused us so much burden and I am so depressed thinking about it. I am thinking to take 2go instead just to go back home soon as possible but I do not have money to buy for a new ticket. I can't imagine the situation of my kids if we will stay longer here in Negros Occidental. Please help us fix this issue.

Yung flight ko 0455H bound to laguindingan airport during my check in nireject niya yung municipal ordinance namin na hindi na sila mag issue nang letter of acceptance dahil tatanggapin naman lahat nang LSI na sakop nang munipality. 2am nabulabog yung barangay hall dahil ngpagawa yung asawa ko nang letter of acceptance so ok na tinanggap na nang taga check in. Pagdating ko dito sa laguindingan pinakita ko yung municipal ordinance ok na daw yun.

Hello,
I had booked on January 31st this year, a flight from Nagoya, Japan to Manila for April, booking reference PB6MHI for JPY 13 350.
Due to covid the flight was cancelled. I went through the required procedure to request a refund, I spoke to cebu customer service and placed a refund request on their website. The website displayed confirmation on march 19th that my booking was cancelled and that the full amount would be credited back to my account within the next two billing cycles (pls see screenshot attached).
I contacted customer service through the appropriate form again may 9th, to which I got a response saying there were delays in reimbursement. I contacted again june 18th, no reply. I contacted again october 26th, no reply. The refund request dates from march 19th, we are today november 26th and I have no news of any reimbursement, and no news of cebu pacific customer service since may 9th. I do not know whether there is a longer delay or technical problem with the reimbursement, or if it was all a lie and cebu pacific has effectively no intention whatsoever of reimbursing me. The silence treatment is probably the worst part.
I tried phoning a few times, never reached a human being.
Thank you for your help.
Regards,
Lise Ansart

For the second time around, I would like to follow up on my full refund which I requested on May 31, 2020. From the first email response that I received, I was notified that the refund will take 2 to 4 billing cycles.

And then, on August 13, 2020. I sent a follow-up email for my refund and it took almost 27 days to accommodate my email saying that "The entire process may take up to 4 billing cycles or longer." I understand the fact, due to the current pandemic situation, many businesses got affected but when are we going to wait for the refund that we requested?

I have not received any status yet about our requested refund since the 1st of September 2020.

Do we need to escalate this issue to any authorities just to fix this issue? Until when are we going to wait just to receive our refund?

What a service CEBU PACIFIC!

Dear Sir/Madam,

I'm here to complain about my flight on the 20th of August 2020 my name is Ms. Rose Ann Barras. One of your staff won't help anything to get my flight rebooked, canceled, and get a refund inside the airport incedent. They didn't let me fly for my requirements it wasn't good enough, I had provided that day with my Negative Rapid test result, Travell pass from the Police Station and my Brgy, Certificate stating that I had been quarantined and being motor in the Brgy. I was locally stranded in. Your website wasn't showing the information that everyone must need the Medical Certificate to be done from the Municipacility Health office of Manila. I went to your online customer hotline service to rebooked my flight but the operator just told to me "we are sorry about this time our line was interrupted we couldn't hear you". You are one of big companies in Airline Business you don't care about your customer's problem when you get the money booked already into the flight. And I'm sure you have better customer service inside the Philippine International Airport and show some respect and help for your customer's problem and not telling them Ma'am/Sir we are only In the Checking Area we can't help your problem. I've lost my money on that day and I didn't get on to the flight for one requirement.

Hi. I am Morshid Dimaporo and I would like to request an electronic copy of my boarding pass since i lost it. My flight travel was last March 9, 2020 from Manila to Zamboanga Airport. I badly need it for my reimbursement voucher since Im working in the government.

It will be highly appreciated if you can send it to me thru my email: [protected]@gmail.com

I have booked a return ticket hong kong-manila-hong kong on january 30th. going to manila on the 1st of february, return to hong kong on the 23rd of february. booking reference is RGQPRW. on the 3rd of february I have received a email from cebu pacific as follow:
CANCELLED FLIGHT
Flight No: 5J 112
Date: February 23, 2020
Departure: 15:30 (3:30PM) Ninoy Aquino International Airport Terminal 3 Andrews Avenue, Pasay City
Arrival: 18:05 (6:05PM) Hong Kong International Airport Hongkong International Airport Terminal 1

You may manage your booking by clicking the below provided options:
o Rebook or reroute to an alternate airport up to 30 days from your original flight for free. (Subject to availability)
o Store the value of your booking in a full travel fund, which you can use in future Cebu Pacific flights. (Valid up to 90 days)
o Get a full refund. (In the same form of payment you made)

I have chosen the option to keep the money as travel fund.in all booking I use my wifes GETGO account.

4 weeks ago I wanted to book a flight, just to find out there was no fund at my wifes account. I messaged cebu pacific and it took quiet a long time just to get some kind of [censored]ty answer. I keept explaining them whats happening. finally I got the last mail as follow:

CANCELLED FLIGHT
Flight No: 5J 112
Date: February 23, 2020
Departure: 15:30 (3:30PM) Ninoy Aquino International Airport Terminal 3 Andrews Avenue, Pasay City
Arrival: 18:05 (6:05PM) Hong Kong International Airport Hongkong International Airport Terminal 1

You may manage your booking by clicking the below provided options:
o Rebook or reroute to an alternate airport up to 30 days from your original flight for free. (Subject to availability)
o Store the value of your booking in a full travel fund, which you can use in future Cebu Pacific flights. (Valid up to 90 days)
o Get a full refund. (In the same form of payment you made)

so, the airline just got my money without any notice to me and without any chance to rebook or reroute the flight because till today there are no flights.

the first complain I made to them was before 4th of february and I got following answer:

Thank you for reaching out to us. The details you have shared will help us determine how to assist you better. We will respond to you as soon as possible, for the meantime please take note of your Customer Care reference number for easy reference.

Customer Care Reference Number: 4727469

they didn't check anything to help me, just waited to cancel the fund. I have received more then one mail like this till the last one and nobody mentioned about the expiry of the funds, still there was zero flight available.

thank you.

Dear cebu pacific,

I would like to Complain about your travel fund.
I booked ticket via getgo app then the flight was cancelled. I am not the passenger on flight. I requested to refund the ticket via travel fund and I thought it will still be under the passengers name. To my Suprise it was credited to my name in get go account. It is not my money I need to rebook the flight to the persons in the booking. Please help me.

Hi,

We booked for a ticket yesterday return to sydney, We've paid for 49, 950 pesos this would be over pricing . They are taking advantage for the fare . Thus we travelled every 6 months for cebu pacific and never experienced for over pricing even peak season. Would like to commend this issue

I called the cebu-pacific customer support twice and requested for a re-booking of my flight to Japan since we have an existing Health Issues (Corona Virus). I bought my ticket for a 10k plus (in short not a promo fare), but cebu pacific would not let you re-book nor refund it with no penalties. There is no consideration for our health and safety. My request was disapproved and when I tried to get the exact department/name of the person who is responsible for the disapproval, they can't provide any. How can I file a complaint on government agencies if you are not providing any references. Even the rep would tell me that they are not allow to give their names, supervisor name, manager name. They can only give the department. That makes no sense at all. I tried to re-book my ticket to another dates but they have to pay me again more than 7k. Over all that's almost 18k. This is a health issue! I am not comfortable traveling to Japan with corona virus. Would you give me a job when I get the virus in Japan. Will you shoulder or give me a monthly compensation for that? Where is the humanitarian consideration? Why would you let your fellow Filipinos get sick out there? Will you take the responsibility? All I am just asking if you can re-book my ticket with no penalties. Why do I deserve the penalty? If you cannot re-book at least give my money back. And for the record, as a customer representative or support you don't tell me that you are just doing your job. For your information, the money that I used to bought the ticket is a blood money. I did not worked for that money for nothing. I HAVE THE RIGHT!

Dear sir,

Good Day!
I have my flight last January 25, 2020 with cebu pacific airlines, but unfortunately it was cancelled due to bad weather.
My concern is that until now my full refund still i did not recieve in my account i used my credit card for this booking.

I want my money back in my account.

I attached my ticket and the boarding pass.

Thank you.