Cebu Pacific Air’s earns a 1.1-star rating from 523 reviews, showing that the majority of travelers are dissatisfied with their flights.
- All
- Reviews only
- Complaints only
- Resolved
- Unresolved
- Replied by the business
- Unreplied
- With attachments
atrocious behavious
One of the worst airlines in the world with the worst possible customer service. 2 of my friends got a ticket from Manila to Malaysia and from Malaysia to India by Air Asia. But they were not allowed to board the flight stating that they needed Malaysian visa. Since when did the rule of getting a visa for a transit come up? Horrible service. And the worst part, they did not let the passengers even go to the immigration area where they could've spoken to the officers and settled it! Clear act of greed and causing passenger trouble. Will recommend my company, Cognizant Technology who sends people to Manila never to choose this airline. The worst ever experience. Had to let go of $800 worth tickets just because of frustration.
disappointed of my ticket
I Both our Round Trip Ticket From Manila to Cagayan de oro city. Cagayan Lumbia Airport to Manila Airport. when we're boarding at Cebu Pacific Airport. I've been told the our flight from Cagayan to Manila the time will be change. I Went off because I can't be late for our flight going to Singapore as we getting a connecting flight back to Australia. Nothing been said before we booked our TICKET. checked our ticket when I've been told that night I was stress out Cebu Pacific always had delay flights. anyway I believe of what I heard. So, I did not bother to call them or do something. 10:10 AM 20 MARCH 2013 Our flight going back to Manila. We we're outside at the airport because I thought our flight was delay of one hour. I Saw the Cebu PACIFIC Aircraft . I went inside inquire about our flight what's going on. the crew said to me the door is close for boarding. the aircraft ready to go. when I'm trying to explain no, one want to listen they very busy talking and eating on the corner. us customer we always value every cent we spend for our ticket. I know is a cheap ticket but, it doesn't mean we get treat like ###! . In my consideration I did not make a mistake the people who work in the system is the issue. I Would like to get my money back for our ticket from CAGAYAN DE ORO CITY TO MANILA.
The complaint has been investigated and resolved to the customer’s satisfaction.
broken baggage and lost ring
hi I am a doing business here at ceza. I am importer of motor vehicle. I am complaining about the service of cebu pacific here in tuguegarao 2 x my supplier broke his baggage during his flight and 1 time lost the ring which he plan to give his wife when he go back to korea as birthday gift but due to some bad people in the airlines tuguegarao to Manila flight 5J505 1255H TUGUEGARAO TO NAIA 3 1355H. He submitted his baggage at at the baggage counter at tuguegarao airport which is properly lock and arrange but when he is claiming his baggage upon arrival at naia 3 his baggage lock was broken and all his things not in order plus he lost 1 gold ring. We tried to complaint in cebu pacific manila but sad to say they said they can only recieved complain but they cant give any action on that day so they get my number with promise that they will call me later after proper investigation but already past 1 mo. we didnt hear anything from the airlines so we follow up again last january 21, 2013, were very disappointed with their answer they said we cannot entertain your complaint here in the naia3 cebu pacific, instead they give number 556-4687 with contact person namely Maan and Mavic but sad to say nobody answer to that line. Im too much ashame with my visitor mr. yoon jung hyun bec. I recommend that airline, I even bought that ticket for him for free as part of my assistance to him being my supplier.
To cebu pacific Management i know you will not tolerate this kind of manner of your employee so we are expecting your action as soon as posible if you fail to solve this problem means the management was tolerating bad manner of their employee. They dont care with their passenger. Dont forget your airline are existing and survive because of passenger like us. ...so please dont dissapoint us.
The complaint has been investigated and resolved to the customer’s satisfaction.
flight attendant needs more customer service training
Cebu Pacific airlines need to have their staff behave in a more professional manner when speaking to paying guest. I was treated in an extremely rude manner by a flight attendant on my recent flight from Manila to Beijing. If flight attendants feel strongly about something, they need to learn to control their emotions and not make minor discussions into opportunities to insult CEB guests.
Unfriendly and inconsiderate their customers
This morning... We had incounter a very very sad thing because of the very inconsiderate staff of cebu pacific.
Just only a few minutes we are late and they don't allow us to have our flight. They said that we had cut off time for check-in and we are begging to them because we are in hurry... But sad to say... Even the main office told us that you have penalty each and you have to rebook it... And you have to pay 5, 000 each, and we got shock we said that we are just late only 7minutes before 7:30am... But still they did not allow us. We said that we will not pay you cause we are just late only 7minutes before cut off. We said that we are the first timer of this plain cause we used to fly with philippine airlines... And even we are late more than 30minutes at philippine airlines they still let us inn but cebu pacific... Never give consideration...! Calling to all travellers... Please... Chose the best and friendly staff...!.
The complaint has been investigated and resolved to the customer’s satisfaction.
This airline company is trying clean up its image by providing free rides to the victims of typhoon in the Phil.But believe me its just another ploy to make profits and lots of it.Remember the saying...there is no such thing as free lunch.Free rides to the victims means tax incentives and favorable terms from the Phil goverment.I hope this complaint will help its demise and companys cease to exist because of their unfair practices not just from myself but from other passengers as well who felt betrayed, duped and most of all... insulted!
i wont be surprise when one of these days this airline company will be out of business because of their way of doing business.Their staffs are nothing more than just "yes sir and no sir" people.Lacks self initiative, lacks leadership and are poor decision makers.For me, talking to them is like talking to a tree.They are not good listeners and only there to please their superiors.This airline is full of scam.The passengers are at their own mercy once they have paid their tickets.BEWARE.
we have the same complaint with this airline.Yes they are indeed worst than robbers on the street.You should call this airline Cebu Pacifake.Worst and dishonest airline in the world.They should be in the Guiness world record for the worst airlines.
hi.
i also have the same experience as yours. the rude check in personnel Jamila Ocampo in Legaspi City let me pay 6, 600 for a rebooking fee without any consideration. i was,
late 15 min because all systems in Legaspi are manually operated like the xray machine. i have to opened my luggage which is locked and it takes a lot of time. so i was late when i reached the check in counter.
Yes i agree with you. with PAl they are very considerate. They value their customer so much. They emphatize with their customers.
greedy airline
Had a very bad experience with Cebu pacific going to Bacolod! They sell at low fares but with a big catch! Please refrain frm taking their flights as much as possible especially if u are from abroad and there's always the possibility ur flight gets delayed! I paid bigtime coz they don't give u much choice! Service sucks and highly overcharged! I swear I will not take Cebu pacific again!
It was a connecting flight from Manila to Bacolod and I came at 6.25pm for the 6.55pm flyt coz emirates airlines got delayed frm dubai. Cebu Pacific will not take us in anymore saying boarding already closed and told us to rebook for the next flyt which is only a matter of 25min diff, a 7.20pm flyt. Despite my pleas that I am from overseas and if they can give some considerations that I have a baby, Cebu Pacific insisted I can only take the next flight. Just so we can go home to Bacolod that night I said okay but i have to pay the highest fare which is 5k+. So i ended paying additional of around P12, 800 for me, papa and my baby on top of the previous ticket price of 1, 800 each. It was like a no-show but actually they are just boarding when we came. The worst part they are making it look like they are having a hard time booking me on the next flyt of 7.20pm making me come to different counters, otherwise, telling me to take the next flyt the following day which will be more expensive coz u have to get hotels and also the baggage assistance. But they made me board the 7.20 flyt at around 7.15...so why we were not able to be accommodated on the 6.55 flyt when we still have around 30 mins time but took me to the 7.20 flyt with 5 mins allowance only? Simply because it is like a racket getting additional money from their passengers!
The staffs suck, highly ineffecient and unprofessionals. To top it all, the ticket I paid which is around AED5k+ (highest fare but economy seat still!) should be to an airbus but the plane we took is a propeller one...very small! Not worth the hard-earned money I paid! So advice to those balikbayans...dont take the risk of taking Cebu Pacific even if you are buying the tickets very cheap coz u will never know you might pay bigtime during flight time because they have a very scheming system that might cost you so much more than if you took another airline. It was an experience I will not forget because that is like the welcome you get after working your ### abroad to help your country and that airline just exploited you with your hard earned money without conscience! I was already stressed out the day I arrived back instead of being excited and happy to go home.
Last January 22, 2012, my family and I were scheduled to take the 5pm flight from Cebu to Bacolod. The ticketing staff informed us that the plane to be used would be a propeller type (not a jet) and that they had to check the weight to balance out the plane. They weighed our luggage, our 3 hand carried bags and even ourselves and they then said that we were ok.
Just before the final x-ray to the boarding area, we were stopped by CebuPac personnel and were told that one of our handcarried bags was too big and that we had to check it in. So, despite the hassle, we cheerfully went back to the check in counter where we were told that we had to pay extra if we checked in the bag. We told them it was not our fault because the size of our handcarried bags were in conformity with the standard sizes allowed and that the weight of all our bags were also within the limits allowed. (To be more specific, the bag in question weighed 5 kgs only).
The female supervisor (name unknown but I’m sure CebuPac can figure it out) kept insisting that our bag was too big and could not fit the overhead cabin space. One of CebuPac’s staff got the bag and tried to fit it into the “bag size tester” which was located right at the check in counter area. Lo and behold! The bag fit perfectly! When we pointed this out, the female supervisor just kept insisting that it was still too big because the plane was the propeller type and the space was smaller. I told her that since it is not our fault that they decided to change the plane, and since we followed all their limitations and rules, they should just either allow us to handcarry it (and it would have fit under the seats), or they could intercept it, or they could simply just check it in at no charge to us since it was all their fault. I told her that it’s obvious that we followed all the rules and that the problem is with Cebu Pacific.
To make a long story short, we finally checked the bag in with one of our companions who barely had any luggage with them. During all this time, the supervisor kept on insisting that rules must be followed and telling all staff at the check in counter to double check our companions’ tickets to check if we could be allowed to pool our luggages. I told her to go away since I solved the problem myself. She took the time to tell her staff to double check everything before she left. Good riddance, I say.
Now, this was such a simple matter and any of the suggestions I gave above would have solved the problem ( The plane was not even full). What started as an enjoyable vacation got ruined by this female supervisor who obviously had all the staff cowed and who would not listen to reason. It’s really simple. We were not at fault, it was CebuPac’s negligence (and plane change) and therefore, CebuPac should solve it. Is CebuPac really that desperate to earn a few hundred pesos?
My family have been regular Cebu Pacific fliers and despite several misgivings, we have continued to patronize CebuPac. But this seems to be the last straw. Let me point out some things:
1. Cebu Pac claims to make flights affordable for every Juan. It’s really unfortunate that most people are not named Juan. If you happen to be a Carlos, or Jose or Miguel, rest assured that Cebu Pac will try to put Juan over you. The succeeding numbers will tell you how and why.
2. Cebu Pac wants us to think that savings are passed on to the customers. I’m afraid not! Using a Turboprop (propeller) plane saves CebuPac lots of fuel (and I mean LOTS!) But when it inconveniences passengers who are forced to check in their otherwise valid sized handcarried bags, CebuPac will refuse to check it in for free. Oh no! Those extra hundreds of Pesos you need to pay is just what CebuPac wants to happen. Want more?
3. If your luggage is 1-2 kgs overweight, even if you’re travelling as a group and your handcarried bags weigh a lot less than 7kgs, CebuPac will insist on charging you for those extra kgs. It’s either pay or transfer some of your items to your handcarried bags (which I do). It’s not as if they’ll be carrying extra weight, they just want to try and make a couple extra more Pesos. Try PAL, and you’ll see that they’re a little bit more flexible.
4. CebuPac tries to save on a lot of things: smaller legroom (PAL definitely has more legroom), no use of airport tubes (saves on payments to airports? I guess busses are a lot cheaper but really a bother especially if you’re travelling with kids), no snacks, etc. How come PAL does all these things and I pay practically the same amount (sometimes a little more, sometimes a little less) that I pay CebuPac. Makes me feel stupid for patronizing CebuPac when PAL always gives a little bit more.
5. I’ve noticed that when booking online, CebuPac has a lot of add-ons to the price. You think you’re going to pay P1, 000 for a flight…. Click…and your final charge becomes a lot more. And be careful when booking international flights because the maximum weight allowance for your baggage is usually pre-checked. That means, you’ll be paying for 20 or 30 kgs even if you just plan to bring up to15 kgs. Hmmm…maybe I should write congress about this. They can follow the new US airfare advertising regulations that started this Jan. 26, 2012 )which requires airlines and advertisers to post the final price) and put it into law.
6. And I’m not even going into how many times CebuPac flights have been delayed…. Maybe, if I changed my name to Juan, I might get better service.
So now, since I have no intention of changing my name to Juan, I’ll be emailing this message to CebuPacific. Let’s see if Cebu Pacific responds to this message. If I get no reply, oh well, I expected that. They lose my family’s business and anyone else I can get to listen.
Aljo Arceo
PS. It’s been about 3 weeks since I sent CebuPac this complaint and as expected, I got no reply from CebuPac (except for the system generated message that told me they’d get back to me in 1 week).
rude personnels at the check-in counter
I had a bad experience at cebu pacific staffs during my flight going back home.It was the 7Th of Feb.checking in for the first flight bound to Bacolod, this person named Cathy was rude saying that my bag is not properly packed.Then i asked her, if she have some sort of tape so i can at least packed it nicely but all i get is pouting and exchange of complaints with her co-worker(guy) on her right side.Lucky for him that i didn't get his name.I had no time to deal with them that exact moment because i'm so exhausted from my 3 year old child and 2 days of travel from Cairo, Egypt.The 29th of Feb.i still use their services but i witnessed a horrible thing at their checking counter, a lady collapsed/fainted during an argument with the Cebu Pacific personnel.Hope this complaints get to them and certain things such as this won't happen again.
ticket refund
My flight was cancelled due to weather. Went to the office I was directed to. Waited two hours to have my papers stamped "refund accepted". Never saw a refund. Called numerous times, sent numerous e-mails. No luck. I will avoid Cebu Pacific at all costs in the future.
A friend and I booked our flights with them to BKK last night since it was the last day of their "seat sale". This afternoon, I visited their site again as I was checking some flights for a friend. Imagine my surprise when I saw the exact same flight that I booked last night as being offered but with a further price reduction! I called cust. service and the girl said that they just started another sale. How stupid is it to start another sale with lower prices not even a full day after a previous "sale" has ended? I felt misled and cheated. Seems like they penalize people who want to book early by charging them more compared to those who book later. Oh, and their customer service, rarely, if at all, responds to messages.
customer service is ridiculous .. i cancelled a flight and was told a refund was processed and it usually takes 2 months for a refund to be received.. 2 months past and no refund.. So dishonest and shaddy company
This is probably one of the airlines with the worst customer service and organization: My only experience with them was years ago when I tried to book a flight with them and they declined all of my 7 credit cards. They don't have a 800 number and they never responded to my emails. At that point I said to myself: what is the actual travel experience with them going to be like if they already give customers a hard time who are just asking for their business... minutes later I had a confirmed reservation with Philippine Airlines.
Later I heard a story about some Cebu Pacific employees who refused boarding to a medic who was going to travel with a box with a transplant kidney. The kidney that could have saved a life had to be tossed later. I believe this story went all around the world.
not nice at all
I was on my way back from my short vacation from Korea last November 14 aboard Cebu Pacific Flight 5j195 Incheon/Manila when this happened.
Upon entering the aircraft, I immediately saw how beautiful the faces are of the cabin crew. But, maybe they were tired or bored, it showed that their smiles were a little forced.
The flight was pretty much full with a mix of Filipinos and Koreans and this is a good indication that tourism in the Philippines is doing well.
There was a group of middle-aged Korean gentlemen seated not far away from where I sat at Row 20 and by the time that the cabin crew started serving snacks, they got very excited. They wanted to taste the snacks that were made from the Philippines. The cabin crew, of course, because it's their job, started serving. They tried their best to be patient even as they had some difficulty understanding what the Koreans were saying because no one among the crew knew how to speak Korean. But, in the end, everyone got what they wanted.
As the crew were moving towards the middle part of the plane with their snacks, the Korean guys would approach them to buy some more snacks. At first I was beginning to admire how the cabin crew was handling the situation because it was definitely very trying.
However, as these two members of the crew were heading back towards the back of the plane with their cart, I heard one of the crew clearly say, "Ay naku, dadaan na naman tayo sa mga magugulong yan!" She pretended to be smiling but she was definitely dissing the Korean tourists unmindful that there Filipinos in the plane who were within earshot of what she was saying.
I just thought it was very unprofessional. I know their job may become difficult especially when there are rowdy passengers. However, it still does not justify having to say those words, moreso, when passengers can hear.
They chose that profession so they have to live with its hazards, or, at the very least, handle each situation professionally.
I too had a bad experience with this airline, thinking about it puts me to tears.
Due to circumstances on the airline's part that I had decided to cancel my flight with them, and I was informed by the service centre agent that a refund back into my credit card is possible, in good faith I believed her and when on to make other travel plans etc only to be told by another agent that a refund is impossible!
Can you imagine my horror! I requested to speak toa manager in charge and the request was denied...I dont know where else to turn to, hopefully by sharing my greviances over the internet it will help others when they plan to fly with this airline...Cebu Pacific has a facebook, I had left a message there got a standard out of the booko reply and no further follow ups...please share your bad experiences on the facebook page maybe someone will eventually look into all these seriously
beware of scam
Beware of low price with cebu pacific. its a scam when it comes to you changing plans and no refund policy. you are hostage to fly or else you will pay more to go somewhere else or they have a time limit as to when you must fly again on another date but also pay more. so Beware of cebu pacific. do not book in advance unless you are really sure you will fly that date, that time and that location. if not surely you may be charged over half of the fare and the going price of the new price but of course not at the lower fare but the higher fare.
I Mean, "Like Me", Not "Lime Me". (Wrong Typo Error Because Of STUPID COMPUTER HANGING)
Yeah, It's A Scam And Shame That They're Scamming Their Outdated Promos And More Filipinos Out There Lime Me Has Been Scammed.
Customer service
I was afraid I might not make a flight from Hong Kong to Manila because there was so little time between the time I landed in Hong Kong and had to catch the Cebu Paific Flight, so I tried to call Cebu Pacific's customer service line, first in Manila & then in Cebu. I was put on hold for over an hour on each call and no one ever picked up the phone to speak with me, so of course I could not change the flight to a later flight. When I arrived in Hong Kong, I was late because the previous flight was 2 hours behind schedule, so I ran to their ticket counter & explained this, including the fact that I had tried to call & had never been able to speak with anyone. All this made no difference, they refused to help me & charged me the entire full price of a new ticket at the very high price of buying a ticket the day of the flight. I went to their office in Cebu when I arrived there & requested a refund for the new tricket, they took two weeks to even respond to my complaint & then made me wait another week, only refunding the reduced amount of the original ticket, stiffing me for over $200.00 USD. I will never fly their airline again; you are not even given a glass of water on the several hour flight or a bag of peanuts. They charge you for everything, even a pillow or blanket. They are horrible! The customer service representatives in Cebu were rude, ignored me for a very long time & laughed at me because I was a foriegner making a complaint.
The complaint has been investigated and resolved to the customer’s satisfaction.
Cebu Pacific staff who attends in the check in counter offer worse customer service. I just had a bad experience with cebupac here at Iloilo international airport. They're not polite at all and does not show interest in addressing to the needs of their passengers particularly on.the flight schedule issues. To the management - I hope you train your employees well on how to deal with customers appropriately.
I had booked my flight for Jan. 7, 2016, my bank account had been deducted but no confirmation or itinerary receipt had been sent by cebu pacific. Cebu pacific hotline is just full of advertisement, no avail to our complaint.
I want to complain to tl sarah guilas- /dm garcia- ITCDSG0703/for not giving any feedback on my concern . as per TL SARAH GUILAS they will coor for the call out of my concern but until not i didnt rcvd any feedback. my Booking reference no.: MD5RUD
how to change my arrival date from December 6, 2014 to December 14, 2014. From Incheon to Manila. This is to Cebu Pacific Airways. Thank you
I call the costumer representative, my 200php load has been drained by their advertisement, but still there's no costumer representative picked up the phone. Is there any way to contact cebu pacific directly? ticket was booked last april 2, 4am, and cebu pacific send me a itinerary receipt, but my transaction has canceled, worst from it, my girlfriend's credit card was deducted by same amount of that flight that we choose. please have time to solve our problem. thanks and God bless
Madam/sir;
May complain po ako regarding sa bagahe namin kahapon, flight # 5j 504 fr. manila to tuguegarao. Arrived kami sa tuguegarao terminal at 4pm our flight is supposed to be 11:25am fr. manila pero ilang beses na delayed at ang napakalaking gulat ay delayed na nga ang flight delayed pa ung karga namin na wala man lang advise sa amin, nagulat kming lahat kasi wala ung mga bagahe namin pagarrived sa Tuguegarao. Bakit d nila pinaalam sa maynila na di nila ikakarga ung bagahe namin para hand carry na lang ang ginawa namin. Paano kami na nasa malayo uuwian, may binigay na isang libo para daw sa expense na pagbalik para iclaim bagahe, pero imagine kasiya ba ung sanlibo kung sakaling mawala ung bagahe, at kung pabalikbalik na puntahan para tingnan kung meron na, kasi wala talaga sa expectation namin na ganun ang mangyari kasi wala naman silang advise na ganito ang mga bagahe ay maiiwan pa lang o susunod pa lang para ung mga karga namin na mga importante ay hinawakan na lang sana. ang sabi pa ng mga staffs ninyo doon ay tawagan daw kami ngayon, oras na meron na ung mga bagahe., anong oras na mag alas dose na e, wala pa silang tawag. Inaantay po namin ang tawag ninyo tungkol dito kasi kinuha naman nila ung mga cp numbers namin. Please mam / sir paki asikaso naman po itong complain at request namin. Thank you po sa concern at Paki email na lng po dito ang sagot ninyo. email address: aprilynmejia@yahoo.com
this is in regards to our flight, to in which i wasnt able to type the full surname of the child, , my flight ref no, is m4mFNI, the child name is alliyah c. Alvarez, , which i was able to noticed it in the flight details upon checking and print it, , that it was only written, , alliyah c a..
Can u please help me to whom am i going to ask for the assistance regarding on this matter, , or is it just ok when were going to check-in, in times for our flight coming? Please reply to my email regarding on this matter, , i will really appreciate your fast reply on this matter. My email add is petite_04@yahoo.com
Thank you and best regards...
i wanna have a complain too regarding my seat selector i had chosen during my last flight cbu-mnl. i paid the seat we wanna sit and ends up giving us another seat. i can't understand why do people need to sit on the exit rows need to be fluent in english. which means you have a very good command in english in terms of vocabularies, grammar and etc. if u have failed one of these, does it mean, you cannot sit on the exit rows? my husband can understand simple english and able to communicate coz we have plenty of ofws in our company but the name of CRS in cebu whos name appeared to be Czarina Francesca Talon and Jedah Pangasian refuse us to sit on the sit we paid.
i told them, we don't have any problems on the same seat we choosen both international and domestic. why can't we sit on the seat we paid? and they both answered, because your husband is not fluent in English. he ask my husband if he can speak english, and he said a "little". taiwanese usually answers a "little" if they've been asked. for they are not native english speakers as these two ladies expected. i asked them, who will pay me back with the payment i paid. no one answers. they asked me if i read the regulations on the seat located exit rows. and i said "yes". the regulation never stated that u must be a fluent in English if you wanna seat on the exit rows. you understand the commands during emergency is enough. your craft also provide flyr with pictures to fully understand, one should know what to do during emergency. and now, what's the big deal. i don't wanna argue more coz we were in a hurry. i let them wrote their names.
now, my questions would be: who will pay me back on the sit we paid? is your seat selector on the exit rows are only for people who are fluent in English? this is really such a bad experience for us.
I have a booking for 19 April 2011 from Inchon Seoul, Korea to manila, Philippines and return on 30 April 2011 manila, philippines to Incheon, Seoul, Korea. I have been trying to change my flight because the dates for my business meeting has changed. I will not be going until 25 April 2011 and coming back on 5 may 2011.
I cannot get any help on line. I know I will have to pay 1, 500 POS to change. That is fine just have someone hmp me please.
I also have a domestic flight from manila on 21 April from Manila to Davao and from davao to manila on 24 April. I will need to change that to 27 April and retrun on 1 May to Manila. I know I have to pay 300POS for
that change would you please have someone contact me and help me make the changes. I would like the very early morning flights please.
Also give me a good point of contact who I may call and or email.
Confermation number is (U28ZWB ) INCHEON ( Incheon International airport (IIA) ) to
MANILA ( NAIA Terminal 3 )
Departure: Tuesday, Apr 19, 2011, 0720H
Arrival: Tuesday, Apr 19, 2011, 1010H
Flight No.: 5J 191
MANILA ( NAIA Terminal 3 ) to
INCHEON ( Incheon International airport (IIA) )
Departure: Friday, Apr 29, 2011, 0130H
Arrival: Friday, Apr 29, 2011, 0630H
Flight No.: 5J 190
Thank you for your assistance.
Daniel Melton (drmhee@yahoo.com)
Customer service ba kamo? I don't know how to describe them in relation to our bad experience. On November 1, 2010 my wife flew from Manila to Cagayan de Oro. Upon arriving at the CDO airport one of her checked-in baggages containing personal effects never surfaced. From then on we made a lot of follow-ups. It was so tiring and until now not a single word from them. They left us hanging what to expect next. We already spent a lot of time, effort, and even transportation money going to their office. I am now thingking of exposing this thing on the media.
Flight attendant's attitude
I am a Cebu Pacific frequent flier from Manila-Roxas, Roxas-Manila, Manila-Kalibo. I never had experienced having nice attendants on board. Cebu Pacific's flight stewardesses don't really care for passengers. They act like robot, greets but no smiles. unlike when i flew to Kalibo with Zest Air, their attendants are really nice and with a smile on their faces all-flight- long... How can we have a good journey if the faces we meet has flat affects and sometimes even frowning. It doesn't mean that if it is a local or domestic flight, you will treat passengers like low life? C'mon!
The complaint has been investigated and resolved to the customer’s satisfaction.
I would like to file a legal complaint regarding our flight going to Vietnam! On our chosen flight we were held due to the 2 companion is a US citizen and Vietnam requires a e-visa. And your staff on the airport didn’t even care to help the elderly on how to get their e-visa they just simple told them that they can acquire it tru online! So impolite!
Then we rebook our flight at first on your chat they told us that they can not process our rebook for reason they are NOT ELIGIBLE to do a rebooking, a certain team is responsible for rebooking! After hours of arguing on your chat they were able to rebook us! However, on the chat they told us that there will be a difference, and we must check our email from time to time to check because the difference will be sent to us, and we always checked our emails and we didn’t receive any email at all. As we checked on your website we found out that we have already a confirmed flight and there will be no charges at our end. Not until when we went to the airport your staff again hold us for reason we must settle certain amount, how do we settle it if we didn’t receive any email at all?! And the price of your rebooking is too expensive that gave us an image you are just collecting our money at no cause! We booked on your company knowing that you could give us a better customer service and memorable travel experience but it seems like you only gave us hassle and time consuming at our end we didn’t even enjoy our short vacation at all!
Good day!
This to report the incident happened at NAIA Terminal 3 at around 4pm September 12, 2017 while we are about to enter departure area. Check in done and boarding pass is already printed. Together with my son and my wife we’re been interrupted to weigh our carry- on baggage. We are told by MAILYN AFABLE (baggage interceptor) to pay the excess of 6.8 kg costing about 780 pesos. She told us to bring all the bags to counter for payment/check-in. We reacted because we have already our boarding pass with us and there are no questions upon printing our boarding pass so we assume everything is ok. That MAILYN AFABLE has no proper communication skills and ethics in dealing with clients. She did not give proper instructions to us; she just ordered to bring all the bags for check –in. In the counter area we did commotion with the cashier because of lack of proper communication. And what kind of employee she is to tell my wife that “Yan! Kasi hindi kumukuha nang bagahe!” And to tell other people about the incident. If she’s saying that she’s talking with his team leader, that team leader also did not do something to approach my wife about what happened. What kind of attitude does she have? Where is assertiveness in the first place? That is not proper. As a passenger we all know our obligations. We are not first timers. Yes! We reacted but we agreed to pay. At the same time we’re in panic mode because somebody in the information told us that it is boarding time already. And no one assisted us or shall we say to calm down because our aircraft bound to Bacolod is delayed. As we move to gate 134, that’s the time we know that our flight is delayed.
We are told by the cebpac ground supervisor that MAILYN AFABLE belongs to a third party company. Can you help us communicate to AFABLE’S company because we want her to be sanctioned of what she did to us. We do patronage Cebu pacific as our travel partner. Kindly help us and give us feedback about this incident.
Thank you,
I agree with all the comments. They are earning because of all passengers booking flights in cebupac.. sana man lang mapa promo man tayo o hindi dapat nilang harapin ang pasahero nila ng maayos.
Oh! just happened!
based on my own experience.
Nag book aq online sa cebupac. International flight. Taz di ko tlaga napansin na below 6 months na pala ang passport ko. Admit ko namn may mali din aq dahil di ko na check. Saken lang sana katulad ng ibang airlines yung system nila ay automatic na magbigay ng warning or notice sa traveller if pwedi ba ito mag travel or not. Like kapag nag book ka di ba merun part jan "passport number at expiry date" sa computer sana kapag na input mo na yung passport at expiry sana may auto warning or notice na lalabas na di ka pwedi mag travel due to ur passport. Tulad ng ibang airlines na nakapag book na aq na may warning kapag di na valid ang passport. Para at least reminder din yun sa passenger ng dapat nya gawin.
Pero unfortunately cebupac walang ganun. Kaya i ended up nothing. Di aq natuloy sa byahi ko. Sayang ang ticket ko. Sayang din ang lahat ng nagastos ko. Di din aq nabigyan ng extension ng dfa. Sana kunting konsederasyun namn po sa mga pasahero nyo. Baguhin nyo po system nyo. Wag puro na lang pera. Kaya nga ng ibang airlines e. Bakit cebupac di kaya. Ang pera mahirap din po kitain yun. Konsederasyun lang lang ang hiling ng pasahero nyo. Baguhin nyo na po sana ang online system nyo. And make sure ang nagbobook sa inyo may valid passport to travel para iwas din husstle sa knila. Tama nga na obligasyun ng pasahero ang documents nila..pero sana obligasyun nyo din to check and remind them if possible. Kumikita kayo dahil samen na pasahero sana man lang tulungan nyo din kmi sa basic na bagay lang. Di nmn issue siguro ang mag email sa pasahero nyo kapag may nakita kayo na mali. Or para walang problema change nyo ang system nyo kapag may nag book online. Lalo na sa passport. Sana may mag pup up na warning..msg or notice regarding sa passport ng passenger. Super disappointed!
I agree! they need to take another customer service training!
I agree, I just flew last weekend on an international flight from Manila, and the head steward was so rude, he refuses to help with the luggage and bosses the other stewardess around. To think he was male which was 30% larger than the small stewardess. Must cheap flights always automatically mean cheap service? This is so disappointing.
fraudulent charge for ticket
On 6 September I booked online a ticket from Macau to Manila (Confirmation Number YDDFVK) which was charged to my Australian Bank Account. The next morning I received an E-mail stating "Your transaction was immediately processed according to the airline’s policy regarding credit card payments. Unfortunately, after exercising diligent efforts, the credit card used to book your flight could not be authenticated. "
I rang my bank who advised that the transaction was processed but was subsequently reversed by Cebu Pacific.
I rang Cebu Pacific who said they could do nothing over the phone and that I should book online again.
This I did but this time the message came back that the card was declined.
OK so I thought maybe if I use a Philippine bank account; same result transaction declined.
BUT on checking my bank account sone time later the air fare had been debited.
So I tried to ring Customer Care - as usual, could not get through.
So I sent an e-mail - as you would expect from this airline - no reply
The complaint has been investigated and resolved to the customer’s satisfaction.
awful airlines
I would like to call the attention of Cebu Pacific Management on the inconvenience that causes me and the rest of the passenger last May 7, 2009 at flight 5J 903 bound from Manila to Caticlan Boracay.
As per Cebu Pacific travel itinerary form, my flight departure should be at 3:00pm, but the actual departure took place at around 4:05pm. Upon arrival at Caticlan Airport at 5:07pm, we waited for our luggage until we noticed that the plane who took us is already leaving. When we ask for our luggage, the porter told us that the plane doesn’t carry any luggage.
We went to your Caticlan Office and your personnel (namely: Mary Jeaneth A. Olesco, Rose and Maan) told us that the luggage were routed to Kalibo by another plane due to weight imbalance and bad weather condition. Rose (Cebu Pacific personnel in Caticlan) even added that our flight won’t be safe if the plane will carry our luggage. Instead, she asked us to fill up the Cebu Pacific Property Irregularity Report Form for them to be able to deliver our luggage in our respective hotels. My luggage was delivered at exactly 12:26am of May 8, 2009.
With these incident, all of the passengers in that flight are really disappointed on what had happen coz upon arrival we are deprive to have our personal belongings without our consent (meaning no advise were given from Cebu Pacific Management) and I missed my business presentation because my papers and other paraphernalia are in the check-in baggage.
In addition to that, when I heard your personnel comment about the safety of our trip if the baggage are included in that plane, and after your management decide to relocate our luggage to another plane without our consent, how sure are you that time that the flight is really safe? Or maybe you’re just making alibis! Does your lowest airfare correspond to POOR SERVICE?!
How about the image of our tourism? How are we going to attract tourism in Boracay if the local flights are really disgusting like Cebu Pacific!
IT’S TIME everyJUAN COMPLAINTS!
The complaint has been investigated and resolved to the customer’s satisfaction.
Service management (flight cancelled by airline yet charges are levied on passengers)
Travel Itinerary:
Flight Confirmation: Q947UG
Booking Date: Thursday, April 23, 2009
Status: Confirmed
Guest: Joel Basmayor
Flight No.: SJ509 (Manila - Tuguegarao)
Departure Time: 12:30
ETA: 13:40
Above was my itinerary flight schedule under Cebu Pacific after my arrival in the Philippines from working abroad. I was then waiting at the airport two- (2) hours before the scheduled flight until 13:30 but there has been no information provided why the flight was delayed. I was forced to approached the information counter to ask why the flight was delayed and I was told that the flight has been cancelled due to Weather COndition.
Thirty- (30 minutes) after the flight schedule yet there has been no information given to us/passengers who were waiting at the airport! Our inquiries were responded rudely by the information counter personnel who then shoved all of us back to the baggage retrieval conveyor to retrieve our baggages and who, as Cebu Pacific pesonnel at the information countersaid that another Cebu Pacific personnel would be waiting for us to answer all our inquiries. Thirty- (30) minutes after the schedule, the flight was cancelled by Cebu Pacifi Airline without proper information!
We were told that we could claim our baggages and then we could reimburse all our expenses at the airport such as Terminal Fees and extra baggage charges. I was able to reimburse my terminal fee but not the amount I have spent for the excess charges of my baggage which came out 18kl against the required 15kl by this airline. When I tried to reimburse my excess baggae charges, I was directed twice by Cebu Pacific personnel at the toilet right infront of the elevator! The same direction they told me about when I did ask the second time around: AT THE THE TOILET AREA! I left without being able to take back my money... and I left back to my province at Cagayan Valley disappointed by such service of Cebu Pacific!
When I tried to reimburse my ticket back at the ticketing agent at Aparri, Cagayan, I was also charged more than P700.00! What a shame on you Cebu Pacific for charging me such an amount when you were the ones who cancelled my flight! What I still don't understand is that why should I be charged for the flight which you yourselves cancelled? This is some kind of a sick joke from Cebu Pacific Airlines and a way of extorting money from your passengers/patrons! You should be ashamed yourselves... Other airlines didn't do this and yet you yourselves did this to us... This didn't happened to us while we were in abroad and yet you yourselves did this to us! Shame on you all Cebu Pacific!
This kind of extortion scam from your offices or from any of your ticketing agencies is highly unprofessional and I will make sure that this event will be known by other OFW and I will send messages by email so as to inform everyone what you have done!
SHAME ON YOU PEOPLE! WEATHER CONDITION WAS OUT OF YOUR CONTROL AND THAT WAS UNDERSTANDABLE BUT WHAT WAS HIGHLY UNACCEPTABLE WAS THAT YOU HAVE CANCELLED THE FLIGHT WITHOUT PROPER INFORMATION TO US (PASSENGERS) WHO WERE WAITING AT THE AIRPORT AND YET YOU DARED TO CHARGED US FOR YOUR SERVICES! HUH!
MANY OF OUR IMPORTANT SCHEDULES WERE AFFECTED AND MUCH MORE OUR FAMILIES WHO WERE WAITING AT TUGUEGARAO SPENT MONEY AND TIME FOR WHAT?
I was more than willing to understand the reason why the flight was cancelled but I will never accept why your airport personnel didn't inform us and that you charged your passengers for the cancelled flight for your services? If we were not able to catch the flight (no show), your charges is acceptable but when you cancelled the flight, you have no right to charge your passengers/patrons for such a situation!
Every business purpose is to earn but to extort money from people is a [censored]hole that your service is leading into!
The complaint has been investigated and resolved to the customer’s satisfaction.
FRAUDGELENT ASSOCIATION POLICIES
ASSOCIATION MANAGER: SANDIE WHEELER
Cebu Pacific has the worst service in the Philippine Airline History. Their planes are always late and their call center agents, crews are not properly trained in customer service or in deescalating angry customers. I just had a bad experience with them today.
I’m bound for Bangkok, Thailand from Clark Air Base and I’m supposed to return after a few days to the same airport. Greedy Cebu Pacific Air oversold their seats and transferred my flight back to Manila. I live near Clark that’s why I booked on that location. They told me that either I accept that route or they can just cancel my entire flight and give me a refund. I guess this is their CUSTOMER SERVICE 101 course. This just tells you how unprofessional Cebu Pacific Staffs are.
Dear Filipinos or Foreign Tourist, there are other low cost airlines available so do not book your flights in Cebu Pacific air so you don’t get these bad experiences. I wanted to email them and the customer service people claims that they do not know the emails of their management. Cebu Pacific air just have very bad service. Once they take your money, they don’t even care about you.
Don’t even believe that they are always on time, because they are not. They are always late. Get this, Cebu Pacific air sponsored a contest before for bloggers to write something positive on Cebu Pacific air so they can bury the negative comments about them. So We the consumers will not see them…I encourage all customers who had bad experiences with Cebu Pacific to post your experiences in different blogs so people will know about it. Link them to other websites and put a title on your blog that says “CEBU PACIFIC AIR BAD SERVICE’ Let us warn all the consumers so they don’t have this kind of experiences.
I suffered a similar fate with counters in HKG. Same strategy by their call center reps and supervisor during a refund follow up call. Fyi, refund processing took nine (9) months before amount was credited back to my credit card. Full story soonest when I post my CebPac tragedy.
Katulad ng sister company nila na Sun Cellular, wala silang paki-alam sa reklamo ng customer. Basta't kumikita sila, ok na. Hangga't walang consumer protection dito sa atin, palagi lang tayo lolokohin ng mga kompanya kagaya nila.
overbooking/no seats available/refund
I'm so frustrated with the service of Cebu Pacific Airline. You see, last march 25, we weren't able to go on board the plane because as the customer service said they don't have any more seats available. All of us lining up were so shocked with what they just said. All us...the 22 of us (people whom I don't even know) went directly to the ticketing office to make complains...and the guy in the office just said...We can't do anything about that. He said that our option will be to board as a chance passenger but we need to pay 4x the amount we paid before. And to be a chance passenger means its not sure thing that we will be able to board the plane. Heck! My mom is having vacation here in Philippines just to attend her family reunion and because of their airline's lousy service she wont be able to do that. Anyways, we opted to wait and be a chance passenger. Unfortunately, the next flight was still overbooked. 6 people who are in the same group wasn't able to board the plane together because there are only 4 more seats available. They have to choose which one to board. GEZ!
People in the airport said that there really are a lot of complaints in Cebu Pacific Company. It has always been like this. Whats the purpose of a confirmed booking( one in which we have already paid) if they are going to accept reservations of 180 to only 150 seats ?
We were still able to travel to our destination because another airline had a cancelled booking and got 3 seats available. Thank God! But bye bye money! We have to purchase another ticket which is less expensive compared to what cebu pacific is offering.
My relatives who are on board the cebu pacific, the same flight as ours can't believe with what happened. Because you see when they were on board, he said that the seats beside them were vacant. 3 VACANT SEATS! So it means that Cebu Pacific employees are LIARS!
To top it of, when were returning home..we were very early because what happened to us before might happen again. Just to make sure. But guess what? the flight was delayed because of some technical problems. We have to wait for more that 2 hrs. Our flight is due at 2pm and they said that we will be boarding the plane by 4:30...Sigh! When we are on board the plane, people kept complaining why we haven't moved an inch. Guess? We were waiting for 2 dumb people who had been shopping outside the airport! We were able to fly by 5:30...meaning we waited for an hour for 2 unconsiderate people.
A lot lesson learned in this event...but the best lesson there is is NO MORE CEBU PACIFIC FOR ME OR FOR ANYONE IN MY FAMILY.
The complaint has been investigated and resolved to the customer’s satisfaction.
overcharge/international airport
sept 22, 2010
my intenirary ycn9mn tue sept 21, 2010
the tin number for the person who book us [protected]
Two of us got overcharge with the person international airport/ 6010 philippine money
I would like to let the ceo knows about this happen not to overcharge
please reply me i do have the copy of the itineray
thank you,
canceled flight
This long weekend took months in the making. We were going to donsol to swim with the whalesharks from april 3-5. The only flaw in my plan was that we booked a flight with cebu pacific. We were at the naia terminal 3 at around 5 am for our 6 am flight. We weren't late. We checked in and boarded our plane on time. Sadly, there were 6 airheads dilly dallying after checking in their luggage, so we had a 20 minute delay from waiting for them. The 20 minute delay would have been ok had the ff. Events not happened:
A. Upon arriving at legaspi, the plane's pilot informed us 2 minutes after the stewardess stated that we were about to land, that we were flying back to manila due to the rains. Had we been 20 minutes early, do you think the rains wouldn't have been an issue? I mean, shouldn't cebu pacific contacted the legaspi airport or even pagasa to check on the weather conditions before taking off?! Turning back would've been ok had the pal express flight that came after us not landed in the same airport. Ok. Maybe the pilot was really thinking of our safety. However, there was this to consider:
B. When we got back to manila, we encountered a cebu pacific staff that was not ready to address passengers who had places to go, people to see and fully paid for accommodations and tours awaiting them on our respective destinations. They were so unprepared that we were all told that no, they weren't putting together another flight for the day, coz it was a tedious process to secure permits. We all had to rebook our flights within the next 7 days and no, all the other flights for the day were fully booked. Why go back to manila? Why not naga? It would have been closer! After pleading to the customer assistance crew, our mob finally demanded that a manager show and give us answers that can actually penetrate the outrage we were all feeling at that time.
Ok. So little miss manager shows up. The same little miss manager who kept on asking one of the customer assistance peepz to fill in the blanks of her half hearted, half informed responses. We were also concerned about our tour packages that we had availed and not have been refunded for at this late a date. Rebooking within 7 days wasn't going to solve that!
After an hour and a litany of "we can't, it's not possible and sorry, it wasn't our fault it rained", little miss manager told us to go to the ticketing counter upstairs and get our waiting list numbers in the event that there will be available seats in the 2 succeeding flights. Three girls from our group trouped upstairs to line up. There were two lines by now. When it was their turn to be served, they were directed to join the other line, which was just as long coz the a-hole on the other side was going for a break. They finally ended up with waiting list #s 52-58 for our group. 1-36 was able to leave in the next flight. As for our group, we were told to stick around till 1130 am and wait to see if we would be included in the next plane.
We were at the airport since 5 am. Six hours later, we were once again in line, waiting to be included in the last flight of the day to legaspi. The woman behind the standby counter was doing her best in entering info in her computer. She was only able to accomodate #s 37-40 and was told that the flight was filled up. She was baffled at how this could have happened since she was the one inputting the stand by data. After communicating via two-way radio to the folks in the two-way radio, she was surprised to find out that the idiotic ninnies on the other side allowed people who weren't in the waiting list to check in. I mean, wtf?! Why'd they even bother to instruct us to line up to be included in the waiting list when they were going to allow every tom, dick and harry the right to board the plane.
There were no available flights the next day either. As for the 7 day deadline.. Good luck.. Holy week's coming in by next week. Then there was also this:
C. We were told that we weren't going to get a full refund on our plane tickets. Since the plane actually took off, we were going to be charged 1300 off that total price. Hellooow! No services were rendered. The airline didn't deliver what we paid for!
Aside from the already ruined vacation, the thing that bugs me most is how much cebu pacific lacked in basic customer service principles. They were unflexible, uncommunicative and negligent of their responsibilities to their primary source of income.. The customers. Having the flight canceled due to safety reasons was quite understandable. But their dealing with the fallout was really really crappy. Budget flights shouldn't translate to crappy service. If only cebpac would spend half the time you take to maintain your user-friendly website in training your crew in customer service and brainstorming on contingency plans in the event that flights get canceled, you wouldn't be having mob scenes in their airport and have more 2nd time customers!
The only whales that I saw this weekend were cebu pacific's customer service... Coz dang... Their service blows!
The complaint has been investigated and resolved to the customer’s satisfaction.
Cebu Pacific get your act together
undue harassment/vexation/humiliation
I would like to report a complain that has caused my wife today April 1, 2009 undue harassment/vexation/humiliation when Cebu Pacific Tacloban ground personnels rudely (almost to be the point of dragging her) took her down from the airplane even with all the boarding pass and confirmed flight just to cover their mess when somebody was also on the plane without a boarding pass.
These ###s are very rude and do not deserve to be on their position they are now where they have to take care their clients supposedly. It has caused my wife tremendous humiliation and traumatic experience because of the way these low life personnels treated her.
We will file the necessary complaints thru legal means and hope to God to obtain justice from this callous people .
The complaint has been investigated and resolved to the customer’s satisfaction.
Double charges, no flight, no refund!
I was happy to know that we could book online with our local airline company without the hassle of going to a ticketing agency... So I made a booking for my mom and sister at first a flight to boracay on may, and it was successful... It went out smoothly, although I notice that the moment I processed my credit card payment it took a while before I got my booking confirmation since they need to verify the transaction with my bank, I got a call with my bank that day verifying my transaction made. (this happens because I hardly use my credit card for non us purchases, and since I did not inform my bank that im am out of the country and i'll be using their credit card, and im not either in the philippines, so they need to verify).
The following day, I made another transaction this time for my brother who is following them to boracay.. I made several attempts, just soon after I finished encoding all the payment details it did not get through.. I almost gave up, I thought to take just one more try if it still didnt get through then thats it.. End. But it did this time. They got me a reference number for that flight schedule yet, and will just wait for the final booking confirmation.. And so I waited.
I made sure I checked my credit card account regularly to keep an eye of the charges.. As the first charge appears, and I got the booking confirmation for my mom and sis. Then followed by several cebu pacific charges for five times of $13.+ but I got a refund after refflected five times as well. — > this must be the several attempts I made during making that transactins keep failing.
Then, another charge of $36.+ but guess what? There"s no refund refflected after that. (This is w/ my 1st cc) the other credit card that I use is when I got my reference number on it, the $14.+ charge.. And it also refflected already on my account.
I tried calling costumer service after a week of waiting for that confirmation, but they just told me that it did not went through and there's no booking confirmation for that transaction.. Tell you, customer service sucks! They have told me to file a complaint for the bank since it already to their hold for this matter. They talk with sarcasm, and I was horrified how they handle this kind of situation rgarding complaints. Hello! Cebupacific made that charges and not my bank! My credit card company would make adjustments if cebu pacific will confirm for the refund! Very easy simple sulotion, that even a caveman and a monkey can do it!
Excuse my rant: I cant even file a a bad review to their website, that supposed to bem they should have it, just like any other online company for clients protection and could find way to improve their very poor service!
Watch out for your credit card bill when purchasing"philippines online market", this is all I can say, just like our poor system. It cant be trusted!
How did it go? I just got the same problem, tried to pay for luggage for the four of us, payment didn't go through i tried again and noticed i had double the bags we want so now i have to pay 3000 peso extra! How hard can it be to remove it? It's not even paid?
I'm lucky we have friends who will fly with us so i can take their bags they can pay me if cebu pacific refuse to help.
Flight 5J 458 from Iloilo to Manila.
Both my partner and I arrived at Iloilo International airport over 2 hours early and booked in for this flight. We allowed over three hours in case of late arrival of the flight because we had been told in Australia how unreliable Cebu Pacific Air is. We had ongoing transfer to do at Manila to Singapore with Singapore airlines. We allowed over 5 hours to do a ongoing transfer by Singapore air lines to go to Perth.
1/ At iloilo international airport departure lounge there is one little flight monitor. It is placed so that you cannot get to see it because it is just after the security check in so is a very bust area for people being checked by security.
2/ The sound quality of the speakers for the announcement in the area was very fuzzy and even though my partner is Filipino she could not understand what was being said clearly.
3/ we did hear that the flight before ours was constantly being announced as being over booked and could people volunteer to give up there seats for other passengers. There was no mention the flight we was on had to try and get on this flight.
4/ Some people with international transfers we able to get on the previous flight that's is the ones that were told to. WE WAS NOT INFORMED OR TOLD TO.
5/ the flight we were booked on FJ 458 later announcement said will arrive late. Every 15 minutes or so the delay increased but under no circumstances was we told it would be over 4 hours late. WE would have made other arrangements had we known.
6/ The plane arrived over 4 hours late so we had missed our connecting flight from Manila to Singapore.
7/ We did fly Flight 5J458 to Manila and at the airport we complained with over 10 others who also had lost connecting flights due to the planes late arrival at iloilo. A member of cebu staff asked us to wait at the departure standby desk. we waited over 2 hours while they said they were trying to get us flights to Singapore to make our other connections. We though that we could make the last flight with Singapore Airlines from Singapore to Perth as we had allowed over 5 hours to transfer.
over 3 hours passed and all we was told was stop complaining and take a seat. We asked to speak to the manager he agreed it was zebu pacific fault we had lost our international flights out on Manila.
8/ nobody keeps us informed and after 5 hours we complained again this time the manager told us there would be a decision made by customer service about compensation and hotel and food for the night.
9/ We asked to speak with customer service and this was denied all we was given was an email address to follow up on and told that cebu pacific had no obligation as our flights were with another company and they agreed it was cebu fault but they will not compensate and they just washed their hands of us and just ignored us.
10/ Food and hotel for one night was offered which we turned down because we needed to get a flight that night not a day or two later.
11/ so to recap this whole experience.
Very poor information at Iloilo international airport.
Staff were rude to us and continued to say its our fault as we never asked to be put on previous flight that was over booked anyway.
At Manila we were made to wait many, many hours when in fact, had the staff said no compensation no responsibility we could have paid for another flight. with another airline and made our ongoing connection.
We was not allowed to speak to customer service floor manger denied us this.
So the flight never came so we lost many thousands of dollars on flights we were unable to board. We had to book new flight to Hong Kong then on to Perth which cost us thousands of Dollars because YOUR FLIGHT DID NOT ARRIVE.
The last thing is this. We had travel insurance with CGU so we telephoned them from Manila telling them what had happened. We had top insurance coverage for rescheduled, Delayed or Cancelled. They said because it was the airline's fault and we had a certificate to show it was there fault. We was not covered under the policy.
HOW SUCH TREATMENT CAN EXIST IN TODAY'S TRAVEL IS BEHOND US.
OF Course we and our family and friends will never travel with Cebu Pacific again. We will go on local talk back radio and talk about this and will post on social media so others can make a judgment on using your airline to travel to iloilo and believe me many filipinos in Perth will hear of this.
Steve and MIla
Perth, Western Australia
Hi Neil,
sorry to hear this. Maybe you could try http://www.worldtracer.aero/filedsp/ek.htm
If it's still not arrived, contact customer.affairsuk@emirates.com or MHBCMBEK@emirates.com
hope this helps.
worst airline in whole South Asia, It is unfair to say they have bad customer services or help center, Simply because it doesn't exist in this bad reputation airline
I had 2 incidents with them, The first during buying my ticket online I was offered to buy luggage because they don't have free luggage which I did but at Airport they requested me again to pay luggage because they said they can't see any receipts for luggage in there system although I printed all the travel tickets and details but they still incest to pay again with the highest price rate at the Airport in cash or I will loose my flights.
The 2nd incident again at the Airport during check in they told me to pay for infant although I paid his ticket online and showed them the receipt but they say I have to pay now and complain later because there is no tickets for him in the system
I called them several times, sent them emails for a refund they don't even care to reply
Had a very bad experience with Cebu pacific going to Bacolod! They sell at low fares but with a big catch! Please refrain frm taking their flights as much as possible especially if u are from abroad and there's always the possibility ur flight gets delayed! I paid bigtime coz they don't give u much choice! Service sucks and highly overcharged! I swear I will not take Cebu pacific again!
It was a connecting flight from Manila to Bacolod and I came at 6.25pm for the 6.55pm flyt coz emirates airlines got delayed frm dubai. Cebu Pacific will not take us in anymore saying boarding already closed and told us to rebook for the next flyt which is only a matter of 25min diff, a 7.20pm flyt. Despite my pleas that I am from overseas and if they can give some considerations that I have a baby, Cebu Pacific insisted I can only take the next flight. Just so we can go home to Bacolod that night I said okay but i have to pay the highest fare which is 5k+. So i ended paying additional of around P12, 800 for me, papa and my baby on top of the previous ticket price of 1, 800 each. It was like a no-show but actually they are just boarding when we came. The worst part they are making it look like they are having a hard time booking me on the next flyt of 7.20pm making me come to different counters, otherwise, telling me to take the next flyt the following day which will be more expensive coz u have to get hotels and also the baggage assistance. But they made me board the 7.20 flyt at around 7.15...so why we were not able to be accommodated on the 6.55 flyt when we still have around 30 mins time but took me to the 7.20 flyt with 5 mins allowance only? Simply because it is like a racket getting additional money from their passengers!
The staff suck, highly ineffecient and unprofessionals. To top it all, the ticket I paid which is around AED5k+ (highest fare but economy seat still!) should be to an airbus but the plane we took is a propeller one...very small! Not worth the hard-earned money I paid! So advice to those balikbayans...dont take the risk of taking Cebu Pacific even if you are buying the tickets very cheap coz u will never know you might pay bigtime during flight time because they have a very scheming system that might cost you so much more than if you took another airline. It was an experience I will not forget because that is like the welcome you get after working your ### abroad to help your country and that airline just exploited you with your hard earned money without conscience! I was already stressed out the day I arrived back instead of being excited and happy to go home.
.
Sometime on April 28 thursday at more or less 4 O"çlock in the morning i arrived at NAIA terminal 3 for check in for my flight Nr. 5J 851 bound for Zamboanga City, thereon I went directly to Ms Katherine Brovo to check in my baggages but it was excessed. The latter told me to pay my excessed baggage to the cashier but due to financial problem I told her just to reduce my baggage so as to reach my authorized cargo so that I will enter, after all the latter told me to transfer to other counter. When I went back to her (Katherine Bravo) she did not entertain me any more until I lost my concentration and focus to my check in.While thereat I approached a certain Martin Jay also employee of CEBU PACIFIC begging him to help me so that I can avail and to catch up the flight but he did not entertain me until I''ve heard my name on the microphone calling for check in but he (Martin Jay) ignored my request until all the passenger went in already. After all the passenger was already checked in I lost my change to go to Zamboanga City. I approached Mary Joy De Guzman Asst Station manager of Cebu Pacific repair my problem of my ticket that I was not able to accommodate on my scheduled due to a poor services that I had suffered from the duty employee of the Cebu Pacific thereon I heard from Ms Mary Joy De Guzman that my Ticket intended for that flight is flown already and I have to buy another ticket. That I am now relying to your ATTENTION my Hungry, Tired, thirsty bad and sad experience received from the lazy employee of Cebu Facific. Sir/ Madam I am now begging to you to please be given a proper attention and immediate action on this matter so that it will not happen any more. Hoping and praying that this will be given proper justice of what I had experience to the CEBU PACIFIC AIR LINES. GOD BLESS AS ALL.
6 days afterwards - I got email from bancnet and feedback from metrobank, but no reply from cebu pacific apart from email/sms apologizing for the glitch / absense of confirmation, but it appears to be generic sent to all customers and before metrobank and bancnet online contacted them.
so it goes a bit more complicated than the last time, if no definite reply i'll try to contact bancnet online and metrobank again.
the last time cebu pacific replied the next day, hopefully at least they replied to metrobank / bancnet online.
albir
The problem with cebu pacific banknet charged system resurfaced again.
This time I tried 3 times, the charge appears on the bank account immediately, the Cebu Pacific website returns the following error:
Description: An application error occured on the server. The current custom error settings for this application prevent the details of the application error from being viewed remotedly (for security reason). It could, however, be viewed by browsers running on the local server machine.
It is amazing the same customer gets into the same trouble twice on different occasions, how buggy the web software should be.
I'll give feedback how it gone this time, I hate to go through the same routine again.
albir
O, after two weeks the double charge money has been credited back to my metrobank account.
Again, from my experience - there are three parties you can contact - cebu pacific (email also works), your bank (at least with case of metrobank they don't send you to your branch but handle the case, with other banks it may not work) and if you used banknet online mode of payment - you can also contact banknet, they have contact details on their website.
albir.
In addition to my previous post it appears the problem is being resolved, I got replies from cebu pacific, metrobank and banknet online, the latest with details which proves they located the duplicate transaction. Maybe it is a good idea to contact all parties involved in the transaction to have the matter resolved faster.
Cheaper tickets come at a price of higher risk, but careful route planning long time ahead saves a lot of money on travels, basically you can travel several times cheaper than a regular bus.
But if you cannot plan your trips or don't want to allow more flexibility there are always expensive options, and when I need to travel at a short notice there is no choice and I buy expensive tickets, with real sales the price is so low you can buy the tickets and don't lose much even if you skip the trip.
Credit card fraud
1700 EUR were transferred/stolen from my credit card (VISA, issued by the Bulgarian branch of Raiffeisenbank) in 6 transactions for the period 25 DEC - 30 DEC 2008. When I finally received my bank statement, the transactions' description was: PHP (the amount of the money), CEBU AIR MiGSSMA1.5.2, and the adress of the recipient was PASIG. I have never travelled with CEBU AIR, as a matter of fact I had never heard of the company before I received my bank statement and googled the name. I had used the card (VISA) only once before the fraud - to buy cosmetics from an online beauty shop - beautive.com. I guess that's where they hacked my card, although I had used this site before, but wuth different cards, and never had a problem.
The complaint has been investigated and resolved to the customer’s satisfaction.
Just now I was charged PhP 18620.10 for Cebu Air Telesales purchase.
What happened did the bank returned it to you? There was a transaction debiting P30, 642.60 from my bank account. Cebu Air Telesales purchase din daw.
As a customer of Cebu Pacific Air I had always problem in booking tickets from abroad with my credit card. This occured first time in 2009. The transactions had been always denied. Long time I didn't know the reason and I could not find out. After reading this site with all the complains the explanation is complete now. Obviously my bank stopped any transaction cause of creditcard fraud as it's posted above. But the bank hotline was not informed of the reason.
Cebupacificair.com is one of the biggest domestic airline in SE-Asia. They are not interested in cheating people. My investigations found out the following most likely explanation: Some Philippine internet-gangsters opened a kind of travel agency for selling tickets to innocent customers who pay in cash. The gang uses 3rd parties creditcard identities to get money without having an own bank account. So there are no traces. That's why the Philippine police or Cebupacificair is very hard to find the cheaters. The passengers who used the tickets don't know about this activities and so there is no complain, cause the flight can be performed. The only procedure to help the airline to discover the cheaters is: after an unauthorised transaction to cebupac send quickly the data (if available) of the concerning flight or the transaction before the flight can be performed. The passengers could be interrogated about this (illigal) place of ticket purchase.
Did you use a Visa card with the verified by Visa procedure? I think this is the safest way. Many banks (for example in Germany) put any transaction with Cebu Pacific on the blacklist. The Cebu Pacific Airline lost many customers because of this blacklisting. Cebu Pacific Air is also a victim of this gangster. From nowadays check in is only possible with presenting the credit used for booking. I like to know if the cheating can go on in 2011.
I WAS ALSO CHARGED $250.87 THE CEBU AIR ON 5/18/2010 AND I HAVE NOT BEEN ABLE TO GET BACK MY MONEY...ACCOUNT HAS BEEN CLOSED. WHAT CAN I DO ?
The same thing happened to me a week ago - I bought two airline tickets from Katowice to London, and within 3 hour after transaction, two other unauthorised transactions took place. When the money became blocked on my Visa credit card, it sait that one ransaction is oing towards charity website www.oxfam.org.uk, and the other one - towards Cebu Air Makati, whatever it is... Now I am missing about 300 EUR...
Add me to the list of victims - #419.08 CDN charge to my VISA as CEBU AIR-TE MiGSSMA1.5 PASIG. Never even heard of them! Immediately canceled the card and will be refunded in about a month.
Me too over the weekend (2/5/09). A transaction for Oxfam and three quick transactions for Cebu air PHP/Makati or MOP/Makati. Then another for Oxfam.
Banks fraud section noticed and put hold on the card, about the same time I checked on Internet banking. Card now cancelled. Apparently, they tried to transact again when card was on hold.
Money will be refunded, just will take time.
Thanks to the Bank's Fraud section!
But be aware of Cebu Air!
I am with you on this. For me, it was not just the 3 Cebu Airline ticket transactions, there were two other smaller amounts - one of which was with a T-Street Jewelry (most probably an offline purchase) and the other was an online transaction on a charity website called http://www.oxfam.org.uk
The Cebu airline transactions happened in three instants, but almost in a minute's gap, they tried to buy 3 domestic airline tickets. The statement message appeared as HSBCMNL1 CEBUR AIR, PHP. So watch out for this one.
The transactions were happening so quickly that I was not sure what was going. But a big thanks to my bank’s SMS alert system which sends alerts each time even a single transaction occurs, right at that instant. If not, there was no way I could have known what has happening to my card and would have had to wait another 2 days for the online statements to update. The money would have just kept on dissapearing if I had not called up the call centre and had the card blocked immediately.
Luckily the bank will be refunding the money that has been transacted. I thank again the bank’s SMS alert systems - funny how somethings, that we least bother with, can be of a great help at times.
Me to from K S A same company (CEBU PAC MiGSSMA1.5.2 some transferred/stolen from my credit card
What we will do?
Cebu Pacific Air Reviews 0
If you represent Cebu Pacific Air, take charge of your business profile by claiming it and stay informed about any new reviews or complaints submitted.
About Cebu Pacific Air
1. Log in or create an account:
- If you already have a ComplaintsBoard.com account, log in using your credentials.
- If you don't have an account, create a new one by following the registration process on the ComplaintsBoard.com website.
2. Navigating to the complaint form:
- Locate and click on the 'File a Complaint' button on the ComplaintsBoard.com website. You can find this button at the top right corner of the website.
3. Writing the title:
- Summarize the main issue you have experienced with Cebu Pacific Air in the 'Complaint Title' section. Be concise but descriptive.
4. Detailing the experience:
- Provide detailed information about your experience with Cebu Pacific Air.
- Mention key areas of concern such as transactions, nature of the issue, steps taken to resolve it, personal impact, etc.
- Include any relevant information that can help in understanding your complaint effectively.
5. Attaching supporting documents:
- Remember to attach any additional supporting documents that can strengthen your complaint.
- Avoid including sensitive personal data in the attachments.
6. Filling optional fields:
- Use the 'Claimed Loss' field to state any financial losses incurred.
- Utilize the 'Desired Outcome' field to specify the resolution you are seeking from Cebu Pacific Air.
7. Review before submission:
- Review your complaint for clarity, accuracy, and completeness before submitting it.
- Ensure all necessary details are included to effectively communicate your concerns.
8. Submission process:
- Click the 'Submit' button to submit your complaint to ComplaintsBoard.com.
9. Post-Submission Actions:
- Regularly check for any responses or updates related to your complaint on ComplaintsBoard.com.
- Stay informed about the progress of your complaint and any actions taken by Cebu Pacific Air.
Remember to follow these steps carefully to ensure your complaint is effectively communicated and addressed by Cebu Pacific Air through ComplaintsBoard.com.
Overview of Cebu Pacific Air complaint handling
-
Cebu Pacific Air Contacts
-
Cebu Pacific Air phone numbers+63 27 020 888+63 27 020 888Click up if you have successfully reached Cebu Pacific Air by calling +63 27 020 888 phone number 126 126 users reported that they have successfully reached Cebu Pacific Air by calling +63 27 020 888 phone number Click down if you have unsuccessfully reached Cebu Pacific Air by calling +63 27 020 888 phone number 515 515 users reported that they have UNsuccessfully reached Cebu Pacific Air by calling +63 27 020 888 phone numberPhilippines+1 (855) 523-2722+1 (855) 523-2722Click up if you have successfully reached Cebu Pacific Air by calling +1 (855) 523-2722 phone number 0 0 users reported that they have successfully reached Cebu Pacific Air by calling +1 (855) 523-2722 phone number Click down if you have unsuccessfully reached Cebu Pacific Air by calling +1 (855) 523-2722 phone number 10 10 users reported that they have UNsuccessfully reached Cebu Pacific Air by calling +1 (855) 523-2722 phone numberUnited States+61 291 192 956+61 291 192 956Click up if you have successfully reached Cebu Pacific Air by calling +61 291 192 956 phone number 0 0 users reported that they have successfully reached Cebu Pacific Air by calling +61 291 192 956 phone number Click down if you have unsuccessfully reached Cebu Pacific Air by calling +61 291 192 956 phone number 1 1 users reported that they have UNsuccessfully reached Cebu Pacific Air by calling +61 291 192 956 phone numberAustralia+86 400 670 0780+86 400 670 0780Click up if you have successfully reached Cebu Pacific Air by calling +86 400 670 0780 phone number 1 1 users reported that they have successfully reached Cebu Pacific Air by calling +86 400 670 0780 phone number Click down if you have unsuccessfully reached Cebu Pacific Air by calling +86 400 670 0780 phone number 0 0 users reported that they have UNsuccessfully reached Cebu Pacific Air by calling +86 400 670 0780 phone number100%Confidence scoreChina+852 39 733 800+852 39 733 800Click up if you have successfully reached Cebu Pacific Air by calling +852 39 733 800 phone number 0 0 users reported that they have successfully reached Cebu Pacific Air by calling +852 39 733 800 phone number Click down if you have unsuccessfully reached Cebu Pacific Air by calling +852 39 733 800 phone number 0 0 users reported that they have UNsuccessfully reached Cebu Pacific Air by calling +852 39 733 800 phone numberHong Kong+81 345 781 447+81 345 781 447Click up if you have successfully reached Cebu Pacific Air by calling +81 345 781 447 phone number 0 0 users reported that they have successfully reached Cebu Pacific Air by calling +81 345 781 447 phone number Click down if you have unsuccessfully reached Cebu Pacific Air by calling +81 345 781 447 phone number 0 0 users reported that they have UNsuccessfully reached Cebu Pacific Air by calling +81 345 781 447 phone numberJapan+65 31 580 808+65 31 580 808Click up if you have successfully reached Cebu Pacific Air by calling +65 31 580 808 phone number 1 1 users reported that they have successfully reached Cebu Pacific Air by calling +65 31 580 808 phone number Click down if you have unsuccessfully reached Cebu Pacific Air by calling +65 31 580 808 phone number 3 3 users reported that they have UNsuccessfully reached Cebu Pacific Air by calling +65 31 580 808 phone numberSingapore+82 261 052 037+82 261 052 037Click up if you have successfully reached Cebu Pacific Air by calling +82 261 052 037 phone number 0 0 users reported that they have successfully reached Cebu Pacific Air by calling +82 261 052 037 phone number Click down if you have unsuccessfully reached Cebu Pacific Air by calling +82 261 052 037 phone number 0 0 users reported that they have UNsuccessfully reached Cebu Pacific Air by calling +82 261 052 037 phone numberSouth Korea
-
Cebu Pacific Air emailsfeedback@cebupacificair.com100%Confidence score: 100%Supportgroupbookings@cebupacificair.com97%Confidence score: 97%media@cebupacificair.com95%Confidence score: 95%communication
-
Cebu Pacific Air addressCebu Pacific Building, Domestic Road, Barangay 191, Zone 20, Pasay City, 1301, Philippines
-
Cebu Pacific Air social media
-
Checked and verified by Janet This contact information is personally checked and verified by the ComplaintsBoard representative. Learn moreAug 19, 2024 - View all Cebu Pacific Air contacts
Most discussed Cebu Pacific Air complaints
Disgraceful customer serviceRecent comments about Cebu Pacific Air company
Disgraceful customer service
Kulula
52 reviews
AirHelp
11 reviews
![Scandinavian Airlines System [SAS]](/images/business/48-48/127736/scandinavian-airlines-system-sas.png){kind=small}
Scandinavian Airlines System [SAS]
25 reviews
KLM Royal Dutch Airlines
153 reviews
Vueling Airlines
182 reviews
Our Commitment
We make sure all complaints and reviews are from real people sharing genuine experiences.
We offer easy tools for businesses and reviewers to solve issues together. Learn how it works.
We support and promote the right for reviewers to express their opinions and ideas freely without censorship or restrictions, as long as it's respectful and within our Terms and Conditions, of course ;)
Our rating system is open and honest, ensuring unbiased evaluations for all businesses on the platform. Learn more.
Personal details of reviewers are strictly confidential and hidden from everyone.
Our website is designed to be user-friendly, accessible, and absolutely free for everyone to use.