Cebu Pacific Air
Reviews and Complaints

Dear Sir or Madame,

the flight Cebu to Manila on 21st of January 2017 (Airline PNR: UD64UW) was 3 hours delayed. This resulted in missing out connecting flight in Manila to Bangkok (21st January 2017, 9:25 pm departure time) and thus our flight from Bangkok to Krabi on 22nd of January at 5:35 am with LionAir. As compensation only the ticket from Manila to Bangkok was paid and the costs for the new flight ticket to Krabi had to be paid by ourselves, even though we called your hotline before we booked our 3 seperate flights. The hotline - and also the staff from the Standby Counter in Manila - said that between the flights should be 3-4 hours - in our case, this was considered!
We had to pay twice the ticket to Krabi from Bangkok, which we won't bear! We had to book another flight in short-term on the night of the 21st to 22nd of January that costed 920 RMB in total for 2 persons. We would like to apply Cebu Pacific for paying these additional costs!

Regards,
Jennifer Kratz

Good day... I am complaining as to what I have experience in your online booking and in fact I have tried to contact your booking agents but is of no good. The experience was that I booked in your promo but transaction said on net that something went wrong so I thought that I had not avail it... So I tried to book again and same thing happen...net says something went wrong... Now I was surprise as to my bookings had been confirmed and it was a triple booking and your booking agents says it can't be cancenlled and I have to pay for it... Is this how you care for your customers? Hope you would give some feedback... Thanks!

Website has not been working properly since Jan 17, 2017
When you go to book any single, return, multiple > then select the calendar it does not load, typing a date also did not work.
trying multiple browsers as well as using macs, windows pc, at work and at home did not make any difference..

My dad made a booking and honest mistake booked the departing date on the same day.

leaving Manila > Sydney on 7 feb and and departing: Sydney to Manila on the same day 7 feb 2017

the reason for this was because the site had asked him to re enter all the details a third time after hitting save as it did not take his entries in and save.

This cause my dad to accidentally overlook the leaving and departing dates to be on the same day.

After speaking with customer service over 3 days I was told to send a guest feedback: https://crmweb.flyceb.com/GFF/

I was told it would take approx 24/48 hours for a response.
i never got a response after 3 full days

I called to follow up and was told by the first person which answered that my request was declined.
I asked why were we not informed in anyway of the outcome.
I was told they do not reply via email or make calls regarding complaints.
I did get a confirmation email that they received the complaint

which included nothing, not even a reference number - attached screenshot
*also note that there was no emails in the Junk or Clutter
* added note that I work in IT support I know that it is not a caching issue I'm knowledgable where emails would possibly be ending up in.

I then question what is the point of entering our contact details if we are to follow up ourselves.

Moving forward we asked how much is the fare now if we were to book 3 days later. We were told the base fare which is already paid: 20, 809.50PHP that a rebooking fee + price difference on Tuesday Price 3899.43PHP has now increased to 7778.90PHP

I questioned the person I spoke with what would have happened if I did not take the initiative to follow up, the price difference could have jumped even more?

I was asked time and time again to verify my email address which I gave and spelt multiple times its 5 letters long @live.com very simple no one with a right mind could get this wrong honestly.

I was told they would escalate this again.
I promptly requested that we get a call back or reply email as soon as possible as this is likely going to cause the price to hike even more.

I asked that I dot expect to get the same declining response back.
And that I would like to speak with whoever it requires to actually make changes / override the system as this is a fault on their end not mine or my parents.

If I have to speak with the superior manager or CEO/President of cebu I will.

If you are reading this please respond back.
Here are some ref for you if you need

confirmation number: S7IHVY
Flight details: 5J39 and 5J40
Booking date: 17 Jan 2017

Base Fare (paid) 20, 809.50 PHP

asked to pay: as of Tuesday 17/01/2017
3, 899.43 PHP re booking fee change (2800PHP)
+ 1899.43PHP price difference

After my follow up Friday 20/01/2017
Asked to pay a re booking fee change + price difference of:
7778.90 PHP

Cebu this is pathetic please 1. fix your website booking system
2. Ensure that your customer service / escalation are actually able to respond
3. that when a request is put forward that you actually consider and give a reason for the rejection of claims.
i.e. was it not a valid enough reason.

Lastly I will posting a video of this stupid booking system fault on the cebu au website on their Cebu facebook page shortly.

Marcus
Sydney, Australia

Date of the incident: Jan 10, 2017
Passenger Name: Maria Sara Camill de Jesus
Mobile No: +[protected] / +6011 [protected]
Seat No. 12C
Flight No: 5J 501 (MNL-KUL)

My baggage was not properly handled despite the 2 FRAGILE stickers that is attached in my luggage.

I am requesting for a luggage replacement/ voucher or credit that I can use to purchase a new one as a replacement. I also file a complaint at your KL airport customer service and filled up a form. I hope it has been raised in your system.

Your negligence to handle a passengers belonging is totally disappointing and unacceptable.

We have endorsed our luggage's to your hand and this is what I will end up collecting at the conveyor?

Your immediate resolution will be much appreciated.

Cebu pacific sent me this message/advisory:

On sunday, november 27, 2016 6:12 pm, ceb schedule change wrote:

Dear efren,
We would like to inform you of the following changes to your booking. We understand this affects your travel plans, so we already rebooked you on the next available flight. Our apologies for any inconvenience this may have caused.

Booking reference no. : ud3ytw
Names of guest/s:
Mr. Efren de la cruz

Original flight schedule
Flight no: dg 6004
Date: december 17, 2016
Departure: 17:20 (5:20pm) ninoy aquino international airport terminal 4
Arrival: 18:55 (6:55pm) laoag international airport

Flight no: dg 6005
Date: january 06, 2017
Departure: 19:15 (7:15pm) laoag international airport
Arrival: 20:40 (8:40pm) ninoy aquino international airport terminal 4

New flight schedule
Flight no: 5j 404
Date: december 20, 2016
Departure: 16:15 (4:15pm) ninoy aquino international airport terminal 3
Arrival: 17:25 (5:25pm) laoag international airport

Flight no: 5j 405
Date: january 10, 2017
Departure: 18:15 (6:15pm) laoag international airport
Arrival: 19:25 (7:25pm) ninoy aquino international airport terminal 3

If the new flight schedule does not work for you, you may also:

• rebook or reroute to an alternate airport up to 30 days from original flight schedule without charges*
• get a full travel fund which can be used up to 90 days from the date of creation
• get a full refund

*rebook or reroute option subject to seat availability

I made a long distance call to the cebu pacific customer service at the same day when I got their advisory. I opted to make a definite cancellation of my flights and get a full refund. The customer service personnel told me that the payment will be refunded within 10 working days and it will be automatically refunded thru the credit card I used in my bookings. Sad to say, until now, I haven't received any refund.

I'd like that cebu pacific will refund my payments.

I hope this complaint will be responded. Thank you.

I want to complain about my booking with reference number KJ5LHB mla to ilo. Just today I receive an email you're rebooking my ticket. I have connecting flight from dubai to Singapore to mla then I'll be reaching Manila at 1310 my original flight (mla to ilo) is at 1510 then then suddenly u change it to 1435. I want my old booking time bcoz that would be more convenient to me. Hope to u hear from you soon.

I booked a flight on Dec 26. But I received a message late Dec 25 that my flight was cancelled due to weather conditions. So I called their CS immediately but no one's picking up for 2 hours. Then on the 26th, I called them up to get my flight rescheduled to the earliest date. But the operator named Venus Monares was very unhelpful. She told me there is nothing that she can do because the flights were all booked, and the earliest will be on the 31st. And she even told me to just go to the airport and be a chance passenger instead or they can refund my money. She keeps on saying it's not their fault as it's a natural phenomenon. But it's not my fault either and the difference is that I paid for their services! This is extremely poor customer service. I missed 3 important occasions coz of this and they don't give a damn. They promised to call me back for any update within dec 26, but they never get back.

Web check-in
No validation for invalid passport validity in manage my booking

Service expected: validation and option for assistance with a dfa officer or a contact number. We could have cancelled or move the flight to a future date.

Lack of reminders
1 again for checking the validity of the passport. This can be done with online checking. We all know not only humans can prevent us from check-in.
2 there was no number of the terminal on my itinerary receipt for sinmnl. If lucky, I might end up walking around the terminal 3 and miss the boarding time.
3 my itinerary receipt for sinmnl was not sent to my email. Instead, a an email was sent that my booking was not confirmed yet. So I had to access the copy on the desktop view website using my smartphone. There was no option to get the pdf copy.

Overall
There was so much time wasted. I was already in singapore for vacation but I had to make sure my booking flight back home is set. We ask that you void our cancellation fee in form of a refund. We'll not be booking anytime soon with cebu pacific so do not place the refund under travel refund.

Moving forward, please check all station codes under a booking for the validity of passport.

Our flight from Dubai to Manila was supposed to be last at 11:10pm UAE time. it was cancelled due to alleged technical problems. this morning, we were informed that we will be finally leaving Dubai at 2pm uae time; but then again, at around 11am, it was rescheduled again to 3:30pm uae time.. it is now 2:41pm here, still, no announcement on what time we will be boarding.
my vacation turned into a nightmare because of your poor service! you didn't even provide us a hotel for us to sleep, instead, let is wonder in one of the lounges in the airport.
i have work waiting for me, and if you cannot serve us well, you should find an alternative flight for us to manil!

I am Vermont, USA, I just made a call to request for a wheel chair few minutes ago and I was very disappointed with the agent that tried to help me (Kylie Villanueva) . I just don't get what is your protocol to confirmed an identity of the caller I gave her our confirmation number the passengers names except that I was not so sure of the date gave her the 11 or 12th of November. All I need is a wheel chair for my husband who has a severe vertigo and she is giving me a hard time to get that help, where the hell would I get the other information if I am not the concern passenger in the said itinerary, she gave me a hell of my time and hang up on me and my husband, is this he kind of agent you have? Pls help me understand this.

I will never, ever use Cebu Pacific again. The information you put on the system changes just before you pay; then the help desk is most unhelpful and keeps repeating the same two paragraphs over and over again, in parrot fashion.

Any changes to a flight (caused by their incompetent website) cost a whole new flight and when their system goes down in the middle of an online booking you are told to use another browser. Of course when re-entering the details yet again the cost has gone up, or the flight has disappeared off their itinerary. There is never any apology or agreement that they are at fault and if you must fly at a certain time/date you just have to pay twice.

Appalling mismanagement and so unfair. Why can we not hold the company responsible for their mismanagement and why is there not some proper form of assistance when their dreadful website is so dysfunctional?

Worst Airline Cebu and How Capitalism Screws Us Up
My flight was at 4:55 AM today. I lined up for baggage check at Cebu Pacific at 3:45. I went to the check in counter at 4:05 AM. The lady attendant even saw my flight schedule and she directed me to the counter check in. She did not tell me to go immediately to the counter. So I lined up. I heard no announcement, I saw no attendant carrying the Davao flight placard to alert the passengers. When I finally checked in, it’s 4:28. It was close. So, I have to rebook for 7 AM flight. That’s 6, 700 pesos. Wow! This is how market and capitalism work. First, they seduce you to their cheap fare. Then when you miss the flight, they will rebook you for another 6, 000. The price increases in direct proportion to the demands. Because many people are going to Davao, the rebooking fee is much higher than the original. So, I refused to pay 6, 700. But I forget another ###! I have another ticket from Davao to Manila worth 6, 400 pesos! So, in exchange for the rebooking of 6, 700, I forfeited 12, 000 pesos worth of tickets. Was it worth it? If I paid 6, 700, I lost only that same amount. But that would mean capitulating to the diabolical system of capitalism and legitimizing the Yakusa-like ethos of Cebu. And I would not accede to that. I would rather forfeit the 12, 000 than allowing myself to be screwed up by incompetent heartless Cebu = Airline! But that would also mean forfeiting my chance to help the public school teachers and Lumad in Davao. But I was so pissed off knowing that there were also passengers who were desperate enough to pay more than 6, 000 for rebooking. A woman beside me was paying 10, 000 to be rebooked! So, this is how Cebu Airline gets richer. Cooperating with their legitimate crime is like allowing them to rape us in broad daylight. No, I refused to be screwed up by Cebu Airline. I thought being a teacher who wants to help our public school teachers is a priority for these capitalists. No, they simply treat you all like endless resources for profits. So, today, I was robbed by Cebu of 12, 000 pesos! A teacher of public school is robbed of 12, 000 pesos. But they also robbed me of the opportunity to share my knowledge to other public school teachers. So if you will keep on insisting that the market and capitalism are the best allocator of services, the most efficient way to handle distribution. Cebu Airline is heartless and mindless. And for my students who want to work with that stupid airline, please think twice. They will also screw you up. I will never ride Cebu Airline again. This is the worst thing that capitalism has done to me. It’s unforgivable.

I would NOT fly with this company if I were you Alex. Read online reviews. I had my wedding in the PI and I most of my guest used them for their competitive pricing, but the service is so subpar. I am dealing with them again for a flight i paid rebooking charges for but they DIDNT rebook anything. I'd go with PAL if you dont want the headache.

Ive already tried to resolve this issue immediately after it occured and a supervisor in your customer service department was completely unhelpful. I have found that asking my bank and paypal to itervene has been much for helpful than dealing with your customer service who is clearly not there for the customer.

I booked my original flight March 17th and found that my return flight was the wrong flight. After initially being misled to thinking rebooking was included I was told I had to pay a rebooking fee.

Yesterday I finally re-booked my flight. I changed the date to 1/6 for a return flight and when I got to the payment confirmation page I saw that it had ALL the additional addons for seat selection, insurance, and baggage add ons to the price. I did not hit the back button and instead i selected the tab for the add on fees and proceed to remove all the selections that your site auto selected for me. I then went to the payment order screen and proceed to make the payment through paypal. After the page re-loaded w/ the paypal confirmation i then looked at the page and saw that YOUR SITE re-selected my original flight! Apparently by removing the additional fees, your site re-selected my prior reservation date that I was proceeding to modify and because I just selected the payment option it charged me a booking fee without actually changing ANYTHING to my flight. I then call your customer service number and told 2 representatives my situation and that you can clearly see i already have that flight and I was charged a rebooking fee for nothing being rebooked. After being on hold for 30 minutes all i got was your very generic apology that you hand out like business cards stating that there was nothing she could do. WTF. are you kidding me, so thanks to your shoddy business practice I have made an appointment with my legal insurance provider, notified paypal that this is fraudualent activity, and wells fargo not approve the payment. You guys are a bunch of jokes. Im a manager for a larger telecommunications company in the US, and this is beyond me how you folks there can get away with such predatory business practices. If your company was based here there would have already been multiple class action lawsuits.

Last week we were 5 minutes too late with checking in on our flight to Cebu from Hong Kong and Cebu Pacific didn't let us on the flight. Even when we wanted to pay extra for our own tickets to compensate that we were late, but they still said no, because they had already given our seats away. So we had to book 2 new tickets for the next day, since the flight was going once a day and we had to pay 230 euro per ticket. We also had to book an extra hotel night in Hong Kong and couldn't get back the money for the hotel that we had already booked in Cebu. But Cebu Pacific didn't care at all. Today we're travelling from Palawan to Manilla to Singapore and we had a 1 hour delay with our first flight from Palawan to Manilla. And we have another delay for more than 40min for our second flight to Singapore. And the only thing they say is 'sorry for the delay'. Now they act like it's normal to be late, but when you're late, they will charge you more than double. Don't be fooled by their prices, they seem cheap, but eventually they will cost you more time and more money and their customer service sucks Big Time!

Last March 21, 2016 (flight #5J-537;booking reference #KI4LGR), we were offloaded going to Singapore due to the validity of my travel document which will expire in 2 months from the said date. I was not aware of this. I called the customer service line on March 25, 2016 to explain the situation and asked to have it rebooked/travel funded. I was advised to callback after 24 hours because this needs to be escalated and verified from the airport. I called again on April 8, 2016, was told the same to have it verified, escalated and callback after 24 hours. Based on their policy that I read, the ticket will only be forfeited if we didn't show up or if we checked in however showed up and was not able to check in. I requested a callback every time I called regarding the resolution but until now I haven't receive any. I already spent too much time and mobile credits but the concern remains unsettled as of this date.

I am writing this inside the flight from iloilo to general santos flight 5J 247 date march 20/2016. Have been inside the aircraft for almost 45 mins n the captain jus made one announcement that we will be delayed due to additional service of the aircraft. Reason not specified how much time it will take to rectify not mentioned as well. me along with 130 passengers on this aircraft are on the mercy of this airline. Well known for delayed flights and every little excuse to bother passengers this airline is simply unprofessional. To the deaf and blind management of cebu pacific god bless you. Cos thats i always say to the shameless.

I am working here in South Korea, last night (March 15, 2015) I booked a flight for a multi-city flights (over the phone). It took more than an hour for my flight to get finalized and we were almost done past 10:00PM. All information (names of passengers, DOB, etc.) where already taken and finally the payment was processed.
The customer service representative (CSR) took my VISA credit card and processed the payment (I have booked my flight with Cebu Pacific more than 4 times) and for some “mysterious reason – this is the modus operandi of Cebu Pacific – I call this their fraudulent scheme” the CSR will get back to you for 20-30 minutes only to tell you that the payment did not go through and he cannot tell you the reason why? He/she would ask for another card and I provided one – again it goes to this long wait – l last night I fell asleep with the phone on my ear and the CSR woke me up “are you there? Three times) – as I already anticipated (as I figure out the fraudulent pattern), the CSR said your card from the US side for some reason did not go through!
I asked if how long can Cebu Pacific hold my reservation – the CSR said 24 hours. I woke up ay 5:00AM and check my bank and found out that the payment actually went through. I called Cebu Pacific at 5:00AM and a female customer service answered the phone and I asked to look for my flight reservation “Lord and behold” she was able to locate my local Philippine flight (P10K) but could not locate my international (Incheon-Cebu and Manila-Incheon reservation for P53K). When I booked the flight the international flight was booked first and the local flight was booked in the middle.
Why is Cebu Pacific doing this? Pretending “not to locate the flight reservation that I booked 7 hours ago and I was told they will hold the reservation for 24 hours! The REASON BEING? Cebu Pacific will intentionally pretend or trained their CSR so that they can rebook your flight this time at a way higher price! (The default tactic that the CSR will tell you? All fare are subject to flight availability!) Cebu Pacific did it to me 3 times!
The worst that Cebu Pacific di to me last February 2016, a CSR already confirmed my multi-city flight and I already got the confirmation number as payment already went through with my US Bank credit card only to find out at the local counter that my name was not on the flight the CSR emailed me! The local round trip ticket flight original cost me less than P8K after I rebooked my round trip flight just to be on schedule is over P18K!
The extreme stress, cost of overseas call, the coordination of families and loved ones on already pre-arranged itinerary (Van rental fee and driver’s fee, leave time of working family and relatives taken to meet us, etc.) were and are NEVER tough of by the management of Cebu Pacific – in order to defraud the flying public! Well not all flying customers have the forensic ability to analyzed these fraudulent scheme of Cebu Pacific – they already have profited millions and millions, if not billions from the innocent customers because their obvious and easy ALIBI is blame it to the computer systems (of your USA bank), nature (cause airport disruptions), and other human-made interruptions in order to hide this fraudulent scheme! The TRUTH? Cebu Pacific heavily profited from this fraudulent claim and camouflage itself to the reasons I already mentioned!

March 11 2016 is my family's scheduled flight back to Riyadh Saudi Arabia from Philippines/NAI- Cebu Pacific Airline flight 5J 740. Our flight was supposed to be at 04:35pm. We were already in the airport at 11:00am but since we cant check in yet we took our lunch first.At 01:00pm we checked in without hassle and waited in the boarding area.All went well until we heard an information from the other passenger that the flight will be delayed.My husband confirmed it from the crew, they said instead of 4:35pm our flight will be at 07:00pm.My husband started to complain since his visa will expire soon if the flight will be delayed, but the staff said they cant do anything since its a medical reason why the plane is delayed and said they cant allow my husband to board the flight.I started requesting and asking for alternatives since we are traveling with our 3 year old daughter and my husband cant miss the flight.We even contacted my husbands employer who contacted King Khalid International Airport and said its okay for my husband to be on the flight since its only an hours delay but the Cebu Pacific crew wont listen and said they wont take the risk as they have to pay the fine once questioned.I talked to their manager, to their admins but they have all the same say.I asked if theres any way to contact Riyadhs Airport Immigration area but they told they are not calling abroad since it costs money.I was like isnt it supposed to be that there is a means of communication specially in circumstances like this.They said they can only contact via email, when i asked if they emailed King Khalid International Airport, they said no since there is no need to do so as it is very clear that my husabands visa will expire before arriving at Riyadh.Its almost 7pm when they again informed that the flight is again delayed and scheduled at 09:00pm.Really is all i can say.Then they gave us 2 options, either me and my daughter will board the flight and my husband will stay or we can all off board.But when I asked if they will book as for free for another flight, they said no, only to my husband they can give a free flight if my husband can fix his visa not more than 30 days.Me and my daughter will pay for our tickets if we decided to off board.REALLY.?Is that even a compensation.?Its not our fault that the flight is delayed yet we have to suffer and sacrifice, where is the customers service here?They wont even provide a place for my husband to stay since its their fault that my husband has to stay further.The manager even stated that we should have anticipated a delay and have booked earlier.So ALL of the customers SHOULD ALWAYS anticipate?Why not make your service more apprpriate instead?Note that they dont even have an everyday flight, only on wednesday, friday and sundays and they expect ud to anticipate.I am so disappointed that i have to go and leave my husband behind.This is traumatic not only for us but also for our 3 yr old daughter.With so less compensation Cebu Pacific Dont REALLY CARE for their customers.

During apec they cancelled our original flight from manila to kuala lumpur and kuala lumpur to singapore. They rebooked us on a nov. 20 mnl-sing 5j803 / 25 nov sing - mnl 5j804 / l6%*2s / upon our return on the 25 nov... The check in counter personnel at changi airport gave 2 calling card sized free flight card telling us it is us 2 one way free flight internation or domestic... I have to call their contact center to redeem the voucher... I called december, january, february, march... Spoke with 7 different agents finally spoke with tony he said I already have the voucher and they need 24- 48 hours to get my voucher numbers he said he and his supervisor are sure and looking at my account that I have a voucher... So I asked is if it is safe to book the outbound to singapore he said so I booked a one way flight from d%^ to singapore... When I called again they I am not qualified for any one way flight.. I got upset... And the agent I spoke with said to give them a call after 24 hour that was march 7, 2016... Caap / dotc please help on this issue.. They are making fools out of their customers... I went to davao airport and the supervisor on duty asked how did I get those card because they don't normally give out the free flight... I told her to my disgust... Are insinuating that I stole these cards at the check in counter in singapore... My god the nerve... As usual they gave a contact number but nobody answer... They asked for my email and I have been waiting for a month nobody emails me... Ano ito harap harapang lokohan?

february 26, 2016-flight Wgp12h - delayed for more than two hours
a friend did a favor for me and booked my 71 year old mother and my 6month old baby for a cenu pacific flight bound for dumaguete to cebu..i could have let them take the bus which is way affordable but the 4-hour ride would be a daunting task for my old mother, so i squeezed in the budget and paid for a 2000php flight hoping it will be more convenient for them..and guess what?! the flight is delayed as of this writing..from 1:10pm, it's delayed till 3:30pm.. 30mins, 1 hour - i could probably just close one eye on this, but more than 2 hours?! what are they thinking?! i called the customer service hotline, the lady told me they can't do anything (such as transfet the flight), could not connect me to anyone from cebu pac in the airport, nothing! now i am so worried that my mother has to wait for more than 2 hours with an infant!
last feb 5 flight p6kwni boun for manila from cebu..was delayed again..good thing my friend who booked us was able to request for flight transfer which was an hour aftee our scheduled departure..the return flight which was supposed to be at 11pm was also delayed for an hoir and an half..too many times delayed in just under 2 months..the most horrible airline!

shynet teves
complainant