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I have booked a flight in Cebu Pacific Air and already paid for the flight. I have decided to purchase add on baggage using their website. I tried to add 20kg first and tried to proceed to payment option page but my payment did not go through and there was an error displayed. I tried to click the 'Back' button and tried to pay again but still there was an error. Upon logging out and logging in again, to my surprise there was already 2pc 20kg baggage add on already added to the flight. There was no option to edit or remove the added purchase. I tried to contact Cebu Pacific customer service through facebook messenger to cancel or remove the added baggage but as per the customer service, there are no option to cancel or remove it. I already sent a screenshot of the error message I got but the request was denied. I asked them what will happen if I will not pay the amount due since I decided to not to pursue it, they said I have to settle it or else I won't be able to board the plane. Like what the hell. It's so unfair. Why do I need to pay for the services I opted not to pursue anymore. Why are they forcing the passengers to pay for the services we chose not to avail anymore. There should be options for passenger to remove those unpaid add on if we don't need it.
Desired outcome: Unpaid purchases/booking should be automatically cancelled like after 24 hrs just like the policy before or there should be option to remove it in the website without the need to contact the customer service
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Hello same problem here did you settle the payment? Or not?
Hi! I tried to reach out to them again through Guest Feedback Form. Fortunately, they replied and already assisted in my concern. This is already my 2nd time using the guest feedback form. The first time, they have denied my request/concern. I tried reaching out to them also through facebook (charlie), I tried for how many time, already talk to different agents, but my request to remove the double baggage was denied as well. I'm not sure what happened, but my last email using Guest feedback form, my request was approved.
What happened? Were you able to board?
Happened to me a few days ago. Added 20kg under my companion's name twice. Patiently waited for a live agent via chat through Cebupac official FB messenger. The agent escalated my request to cancel the duplicate add-on. Had it tagged urgent as we are about to leave within 3 days. Didn't receive any update via email but when I checked, I noticed that they had removed the duplicate add on.
Can you still board the plane even you have a pending payment from your add ons?
Can you still board the plane even having a pending payment from my baggage add ons?
Yes please, I wanna know the answer...
I have the same problem going on right now. It was their app that kept having an error when I was trying to add 1 extra luggage (20 kg). Upon seeking help with their chat support on Messenger, they said it wasn't possible to cancel for add-ons from a confirmed booking. The chat support informed to excalate the concern to a higher department to take consideration for my concern. I am currently waiting for their reply.
HI, did someone reach out to you and resolve the matter. I am having the same issue.
Hi Jelsha. Any update on the upper management decision.
Hi, were they able to cancel your unpaid prepaid baggage? This also happened to me but I haven't receive any email yet regarding my request. How many days it took for them to process your request?
It happened to me today also! They keep asking for the error message but it is gone. Requested 1 luggage addon but they are charging me for two! They keep playing dumb! RIPOFF ALERT!
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Hi, What happened? Did they really asked you to pay at the airport upon check in? I have the same issue and the live chat agent told me that upon check in, we won't be able allowed to board unless we pay for it. I told him that we wont be bringing any extra luggage when we travel so why do we need to pay for the add on we wont even use. But he said it is system generated and they can't do anything about it.
People here ar like cebu pacific they don’t really answer the questions…SO WHAT HAPPENED EVERYONE WERE YOU ABLE TO BOARD?
Hi. Anyone here was able to board or were you forced to pay in the airport? i am flying in the next 2 days and I need an answer please. Customer service representative didn’t understand my issue no matter how I explain it 🤧
Please tell me this problem was resolved? Im encountering the same issue and they’re charging me 13k for bags I dont even need. Was this settled when you arrived at the airport?
Hi! were you able to board or you just pay it to get on board?
Please tell me this problem was resolved? Im encountering the same issue and they’re charging me 13k for bags I dont even need. Was this settled when you arrived at the airport?
Hi, were you able to resolve this without paying it?
Hello, any update here! I have the same issue :(
Hello, any update here? I have the same issue :(
Happened to me. I was only going to add 1 baggage roundtrip, to my surprise, it was added to all of us (5 pax roundtrip). That was 6k already. I already message them through messenger, the agent said they alreay sent an email to higher ups. Not sure until when I am going to wait. I really hope they add a feature where in you can cancel unpaid prepaid baggage especially when the flight is still months away.
Just an update. The agent just sent me an email today, 4 days after my complaint, saying that my issue is now resolved. They were able to cancel the other 4 baggage (roundtrip). Now, I only have to pay for 1 added baggage roundtrip.
Hello what email address did you use to send an email to cebu pac?
I have the same scenario..
Hi, may I know which cebu pacific email address you sent your email? I ahve the same problem now. Thank you.
same case! this is very unfair! they are getting more unreasonable! what is the logic for doing that. I was even using the travel fund from an involuntary cancellation, and set to expire whether we like it or not. is this even legal?
Hi, it happened to me today when I'm helping my cousin purchased a baggage and she's in Thailand. 20Kg is 1050 Baht. originally there are 2 passenger on the ticket. so when I click the payment I'm surprised that it's 2100 already, I go back to manage booking and there's no option to cancel the extra baggage even though it's not yet paid! And they don't have extra confirmation notification about the purchase... I reach them thru messenger and saying they cannot cancel it and need to pay for it to avoid inconvenience. I told them I cant pay it and need to escalate... After 30 mins of waiting thru chat they were able to remove the extra baggage... I told them as well that the website is misleading and not friendly user!
I have similar issue, I tried 2 credit cards and both have error messages. I cannot pay nor remove the add on baggage, how to proceed with this, my flight is in 5 days, Jan 14, 2023
Same with me, I added 20kg, however, all of my companion in the same booking was added also with 20kg. I tried to edit but there was no way to do it. I cannot check in because of this . When I went to the airport for my fly ut to narita, upon checking in.. the ground crew told me that there is no way to change it , and I was ask to pay all the 20 kg additonal baggage of my Family so that I can board. I didnt bring in addtional bagggage because it was not confirm. This is unfair. I tried to reach out to them but they wont even answer any of my letter, either through their website of facebook. Bad company practice , tsk tsk
Hi, does anyone here board without paying the amount due because of additional baggage?
i am having the same issue 9/05/2023. I have a flight 27/05/2023 and there are 2 passengers on this booking. I tried to add only 1x 32kg baggage upgrade. the price for 1 bag was shown and when i click continue (past the point of no return apparently) the price had doubled and showed 2x 32kg upgrade, one for each person in the booking. When i exit or go back to manage the booking I am not blocked from doing so and cannot remove the baggage upgrade without paying for it. nearly $80 Canadian.
I spoke to an agent on their facebook messenger and they kept asking me if i had seen the booking summary page and if i encountered an error message. when i said that the only error i encountered was the it was added twice, they kept asking me to provide screenshots of the error message. i would tell them i do not have a screenshot and they just kept sending me the same message about uploaded the error message. They were trying to get me to say that ive seen the summary page that states it cannot be changed once added but i just kept saying that i only saw the price of one and once i continued it payment the price was multiplied by the # of people in the booking.
they also try to end the chat as fast as they can. they would send a message and literally not even 2 seconds later they say "Hmm, I haven't heard from you. I'm just here waiting for your message, so I can help resolve your concern." and ask if theres anything else they can do.
I told them i will not be paying for add ons that i will not be using and they told me i will not be allowed to board the plane. Only after almost 45 minutes of arguing and repeating that i would like this issue to be escalated did they finally escalate it and said i need to monitor my email for feedback and a resolution.
I will try to post an update when and IF i get an email back from them. Im hoping that if i bug them enough that they will just rermove it and resolve the issue. thankfully i have a few weeks before my flight and have the time to do this, unfortunately a lot of people do not.
Hi, may I know if you were able to resolve this? I have the same problem right now, my flight is in a month.
Dealing with a similar issue for me. 3 total baggage was added due to the back button and their website bug. It did not display this.
You aren’t even allowed to prebook more than 2 baggage, but they still charge me 3 baggage and won’t refund it or admit a problem their website.
How it’s possible they have a max 2 baggage prebook and can charge a customer 3 baggage.
Stupid company. I’ll choose one of the other many options
The same thing happened tn me when adding on meal. First attempt was error. So I tried again. Now, me and my daughter will get two same meal each on our flight cause there is no way to change it on their website once you already paid.