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As there is no way to communicate with any Manager within CebuPacific Airline,this is an open letter to their CEO
To Mr. Michael Szucs
CEO CebuPacific Airline
Building, Domestic Road, Pasay City, Metro Manila
Dear Mr. Szucs
My apologies for disturbing you, but after hours of trying I have been unable to find any help to resolve a simple booking error I made in the name of two of the guests. Why is it so hard to make a simple change and why in a very restrictive time? Also, why is it so hard be able to speak to a human being? Your robot Charlie is useless, saying it cannot find my booking or answer simple questions and quite honestly your whole customer service processes are the most inefficient, incomplete and in my opinion are designed to cause maximum inconvenience and expense to your customers. Even trying to chat with an agent is a daunting task, and when successful did not resolve my problem satisfactorily
I booked a flight for my partner yesterday 10th May for her, her son, and sister to fly from Zamboanga to Manila back to our house, booking reference WPIQRE. using my CEBU account. Unfortunately, I transposed the surname of her son and sister. I tried changing the names using Manage Bookings, but it does not show any of my bookings. I have tried everything but failed.
Now I find that if it is a name change, no matter how simple, if not done within 24 hours you lose the flight, I see however in your terms and conditions you can change for a fee, but this was never been advised to me. Is it still available or is it this deliberate and deceptive?
I have now had to lose the flight and fare and book another, even though the flight is not until the 11th of June. Having worked for SMART COMMUNICATIONS in the early days as a Senior IT Consultant, evaluating and advising on Billing and Customer Service applications (for Manny), I can honestly say your system is the most incomplete, inefficient, and customer-unfriendly I have ever had the misfortune to have to use.
I trust that you will authorize a refund or credit for my first booking that I was not able to change due to the inefficiencies of your people and processes. Perhaps if you have the time, you can review the hours of chatting with your robot Charlie and agents where I got nowhere. I should also add that I spent over 30 years with BT designing Customer Service Systems so I am very experienced and am sure you are completely unaware of how bad your services are.
Coming from a UK background I am sure you would agree that you would never survive running a company in the UK with the reputation you have already. Just look at Trust Pilot which verifies customer reviews, and these are their statistics.
Out of 255 reviews, you score the following satisfaction rate,
5-star 4%
4-star 4%
3-star
Claimed loss: I have lost over P6500 for a flight I cannot take due to the airlines disgraceful policies, lack of knowledge and inability to actually speak to someone who can make decisions.
Desired outcome: Refund of my flight costs that was cancelled without refund due to their process that requires very limited time and ability to change an error in the name of a guest where only 24 hours is allowed to elapse or flight in default.
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I recommend reaching out to Cebu Pacific through social media channels, as they often respond faster there. It might be effective to email customer service again with all your detailed information and booking reference. If there's no response, consider contacting a local consumer protection agency. Document everything, including your attempts to resolve the issue.