Cebu Pacific Air
Reviews and Complaints

I want to cancel my add on baggage this is my book referrence number UF6RRF

I booked a ticket for July 6, 2021 flight, upon confirmation of the booking I did not receive any confirmation via email. I called up their customer service and I was told that if I did not receive any confirmation then the booking did not push through. I asked someone to book for another ticket (cash payment). Few days before the departure date, I received an email with a different reference no. and it was then I realized that the 1st booking I made was successfully processed (this means that the tickets are duplicate and it will be charged in my credit card). I immediately contacted the customer service again to inform them about the duplicate booking. I was told that they will cancel the ticket and I will get the refund via my credit card. When I got my refund, I only got half of the amount, I called again the customer care and I was told that I only got the refund for one way (1st booking) and I should file for a refund for one way (from the second booking). I have been coordinating the refund (and requested for a bank transfer) and until now (almost a year already) I haven't received my refund yet.

I had a flight to Bali on 2019 which I had to cancel because Japan was not allowing anyone(resident) to travel.

I got the travel fund, covid got worse. I tried several times to get my refund, I was never able. When I got the tickets, it was 2 tickets bought it together and another one separate.

1 one my friends, who own the separate ticket ask to use her travel fund since she had an emergency and had to go back to her country. All good.

After that I still had 2 tickets on my travel fund but the situation never got better in Japan to travel.

On 2022 I request a refund of my travel fund, they denied saying since one of my friend used part of the travel fund. I wouldn't be able to refund the rest but the tickets were separate, she only use my account but the ticket was on her name, the travel fund was for her. Nothing to do with my travel fund.

Anyways, I had to buy another flight otherwise I would lose my travel fund money, now I'm requesting again the refund for a new travel fund I got for this new ticket and they would still put a lot of rules so I won't be able to get my money back. Only give me more time to purchase a new ticket...

I had this issue since 2019... I just want my money back.

It's generally the entire country, most of them are very hospitable when it comes to foreign tourists but I observe the opposite when they manage concerns for their fellow Filipinos. What's worst about Cebu Pacific is that they are the most unreliable airline there is in the Philippines and probably also in the entire world. Your flights are generally delayed, please train and OBLIGE your staff to be extra patient and try their best to make it up with their passengers all the time. And then your staff face passengers like "we know the rules and even if you complain about us it will not do us any harm..." -- what type of conflict management is that? This airline is very inconsistent, don't ever fall for any of their marketing efforts. You pay a centavo and you get half a centavo worth of service. Cheap price, cheap service, cheap staff.

Good Day Ma'am,

This is Ronnie S. Montejo , I am requesting from your good office a certificate of lost boarding pass it will be a great help for me to claim my travel allowance for it is one of of its requirement but unfortunately I lost my boarding pass.

Here is my flight details :

Booking date : April 16, 2022

Booking Reference No. LKSWMK

MNL-BXU - 5J789

NAIA TERMINAL 3

Departure : April 21, 2022 at 5:10 PM

Arrival: April 21, 2022 at 6:45 PM

I am hoping for your response, I already sent an email last June 16,2022.

Thank you and God Bless

Dear sir/mam, I would like to request for a certification of travel completed for the following passengers, for reimbursement purposes from our recently conducted activity. Here's the travel details as follows;

Name: Moya, Arriane Francheska

Destination: MANILA to PPS

Flight Schedule: June 15, 2022, 04:40 AM

Flight No:5J-635

Booking Ref: AGZZ4G

Email address: [protected]@deped.gov.ph

Name: Martin, Patricia Anne

Destination: MANILA to PPS

Flight Schedule: June 15, 2022, 04:40 AM

Flight No:5J-635

Booking Ref: AGZZ4G

Email address: [protected]@deped.gov.ph

Name: Lorenzo, Jeffry

Destination: MANILA to PPS

Flight Schedule: June 15, 2022, 08:25 AM

Flight No: 5J-641

Booking Ref: IF212Z

Email address: [protected]@deped.gov.ph

Thank you very much and hoping for your kind consideration.

Sincerely yours,

Diana Hermida

Dear sir/ma'am, we would like to request an electronic copy of our boarding pass which we lost last June 17, 2022 after our arrival at Ninoy Aquino International Airport terminal 3 we badly needed the electronic copy for our travel expense voucher claim in our office.

Name: Oliver A Enmodias

Redento L Eclar

Address: APC-EM, Camp Sgt. Quintin M Merecido, Buhangin, Davao City

CP#[protected]

Destination:Manila

Flight details:

1. June 15, 2022

DVO-MNL 5J970

Booking Ref. No. RNUKNR

Thank you very much and hoping for your kind and consideration.

Sincerely Yours,

Redento L Eclar

Oliver A Enmodias

To the Management,

I would like to file a complain regarding your service, I have booked a flight for my wife with booking reference # ZL9V8K. I tried to do web check in but it seems that there is no button to do the said check in both web and mobile platforms. I did tried to reach out to your customer service with chat reference: 6781389 and was able to chat with your agent Judil, however all she can say is apologies... no solution whatsoever it seems like I am talking to a chatbot.

I booked your airline as I do not have other options on the said route. Also I need this web check in feature as this is convenient for my wife not to do the long queue as she has back problems. I hope your airline can be more considerate enough to the customers convenience.

lastly I have made a 32kgs additional baggage allowance and the guest officer told my wife that she can only check in 1 baggage. her allowance is 32Kgs, why can she check in 2 baggages, she has a medical condition for this matter. I hope you can be more reasonable on your policies.

Sir/ Maam, can I request for a copy of my boarding pass for the flight I took or travel certificate to be a proof that I boarded for the said flight This will be used for the reimbursement of the airfare and other travelling expenses.

Flight : 5J 789

Date and time of departure: April 21, 2022/ 5:10 pm

Passenger Name: Ronnie S. Montejo

Route: from Manila to Butuan

My travel fund refund is not yet credited to date and now it is already expired! I have been making follow ups to no avail. Not even the commin decency to reply to my email sent to said company. Company already closed the complaint without even resolving the issue, hence I filed for another complaint.. Which resulted to nothing to date!

Booking ref nos. Oc7k3s;vjz1kq orig expiry date 3/15/22 amt: 12,358.28

I have a flight at 9:50am from Zamboanga to Manila and was changed by the airline to 12:35 without any reason. Next, I check-in online to avoid crowding in the airport and was asked to print PERSONALLY my baggage tag on their machine near the counter before I could drop off my luggage, I did anyway. But the problem now, I was in flight 5J 860 but my check-in luggage was in flight 5J 852 which is so stressful on my part. Now, stuck here waiting for my luggage. I already did compromise my appointment today by agreeing to the changes on my flight, but it's too much to be waiting here in NAIA terminal 3 because of your incompetent and messed up work.🤬🤬🤬

Dear Ma’am/Sir,

I need help with my booking flight. I need to change my flight but It went error when I tried to rebook. Then I got confirmation email that they save my rebooking changes. Now I’m stuck on pay now button. I did not confirm my flight yet but they automatically save it for me. I need to change the flight but I cannot rebook it again.

I want to contact them but they put me on hold and I want to email them but no email address provided in the website. Please help to fix my problem. I need to edit my flight reference # BB6EPI . Thank you

I have made a booking for 3 people on. Certain date and then after a few hours I received an email to state that my flight is cancelled for a date that I did not book and then I checked my itinerary that as sent long with the email and the dates are wrong so I called cebu pacific straight away. Once my call was answered fret 4 attempts and on hold for a minimum of 45mins each call and then the call gets disconnected so I still tried and called being patient and finally get the fourth call mind you I have been waiting for 2.5hrs before my call was answered and I chatted with the staff and then the supervisor with my issues, I was told no you have to pay extra 5000+ pesos more or equivalent to almost another $200 they staff said that I need to pay and then they’ll put my booking back to the dates I want and when I asked for explanation why was my booking change as we re discussing the issue they could not explicitly anything to but they want me yo pay more or if I can the flights which I did at the end they told me I need to wait minimum 2 months to get my refund and this can even go 7 months or longer. I told them I am not waiting that long and also I have contacted my bank and my bank was happy to give me the refund as long as I provide them a confirmation letter yo state that my booking was cancelled by the airline and also to state that I have paid it in full with my name on the letter to state that I was the account holder. Well yo keep this complaint short I told by the airline in a nicer way tough luck you have to wait and once we have processed your claim and completed it will send you email and you can show that yo your bank hello after how many months and you have already completed the refund you want me to go to my bank to get a refund, come on cebu pacific wake up and get your act together and hope one day you will provide a better customer service because currently I can tell you you are -100 in your customer service. I have attached a photo evident that this is the date have put my flight and given the wrong information on the itinerary and contacted cebu pacific straight away but I was told they can’t do anything unless I pay more.

I made a booking for my family(6 members) today May 28, 2022 for the flight bound for Manila-Cotabato, for July 8, 2022. I completed the payment section but the message pop out that my booking was unsuccessful. Just then my bank sent me a message that I made a payment for Cebu Pacific. By the way I am currently here in United Arab Emirates.

Please find the attached file for the proof of payment of the said booking.

My email address: [protected]@yahoo.com

Dear Cebu Pacific,

Please advise how I can change the name erroneously enrolled in my email address submitted to Cebu Pacific. The name I enrolled is that of my maid (Rea Jane) for whom I bought a ticket for Davao City some years ago.

I have been using my email address when buying tickets which i have been doing on a regular basis.

Is It possible for you to replace the name which has been registered under my email address?

I am wary about cancelling this account as I have pending flights this year.

I have a booking for last July 2020, however, pandemic came and everything was canceled, so I decided to call Cebu Pac and convert it to a travel fund, I did not request to be refunded. Then I was hospitalized and needed to have a major operation last year, 2021, I was on bed rest and needed to rest, I was advised to avoid any activity, and I was ongoing treatment, It was only until 6 days ago that I decided to check on my mails, as I do not check emails, especially I was on a middle of my treatment and does not have time for that, Of course, I will have to worry about my health first, I don't even check SocMed as well. It was only then that I found out that my travel fund has expired. I tried to reach out to you but to no avail, I filed to your customer feedback, but no answer for 6 days now. I tried to reach out to an agent via live chat and said that you do not extend the validity. I believe I have a valid reason, What about your customers who does not check emails regularly like me due to ongoing treatments? Can we at least get a call and let us know about it not just in email? But I did not receive any call from you. If only I have known I would not let it go to waste, this is my hard-earned money and it's very painful for me to lose it like that. I am now permitted to travel, I want to use it, at least give me this chance. Please, this not a small amount, this is 23,000Php worth of money that I have paid in full. I can let it go if this is only for a couple of thousands. I've worked hard for this. I have all the proof. I have medical records, and my health situation for the past months. Please do not let it all go to waste. I am just asking for your understanding.

Hi. Can anyone help me. How come na kapag gagamitin ko ang travel fund to pay, not existing daw yung booking reference ko. Also tried to make a MyCebuPacific Account para matransfer ung travel fund yet, kapag ilalagay na ung booking reference number, does not exist na naman. Bakit po kaya ganun? Samantalang nung di pa nagbabago ang website, andun naman ung travel fund ko?

I'm an ofw coming from a long tiring flight with almost 3 days of no sleep wala na akong energy para balikan Yung mga empleyado nyong bastos.

May 22, 2022 was my flight from Manila to Bacolod at around 9:20am. Maaga ako nag check in since galing pa ako sa previous flight ko from Jeddah and wala ako tulog for 12hrs since night before ako dumating.

I went to check in my Luggages sa Naia terminal 3 I had 40kilos total of check in luggage. I approach the counter na wala ng pila. It was a chubby girl she was not nice at all but I ignored it since pagod na ako. She complained Kung ano daw ba Laman ng mga Luggages ko at ang bigat. Mind you I was the one who lift it up para masampa ko sa counter nya at makilo nya all she needs to do is put a tag and hilahin papunta dun sa dulo para ma check in. I answered her politely and smile galing ko along ibang bansa those are pasalubong po. Which I now realize I did not have to explain. [censored] I paid for that 40kilos para reklamohan mo ako. Yet again pagod na ko and all I want is to get this over with. Her response was just aahhhh and gave me my claim stubs.

Papasok na ako sa Departure area when 2 employees stopped me and took my boarding pass. They ask if I already used up my 40kilos and I told them yes I already checked in my 2 luggages. BTW I was carrying a small trolley and backpack as my handcarry. They told me I need to check in again my small trolley because it's not allowed to have more than 1 hand carry. I obliged and went back to the check in counter but the girl that I talked earlier is already attending other customers so I moved to the counter beside na kakatapos Lang sa customer and it was a guy. He ask me ano daw problem ko. I told him pinabalik ako nung sa departure entrance kasi gusto I pa check on Yung small trolley ko. He asked me to put it in the scale to check the weight it's almost 8kilos and he told me since I used up my 40kilos I need to pay this one which is 200 pesos per kilo he then multipled it and told me I should pay 2400. I told him that's too much I ask him if I can put my backpack inside since hinde naman masyado Laman ng backpack it's just personal things like charger wallet documents that I can easily get. He told me its up to you but this bag will be bulky and then still might not allow you to get inside or pwde mag makaawa ka na lang sa kanila at sabihin mo "wala ka ng Pera to pay for it or di Kaya di mo afford na bayaran para papasukin ka nila". I was shocked when he told me that I was being nice the whole time to him and the other girl who questioned me. I told him hinde naman sa hinde afford but it's too much ang OA naman. But he responded again ay hinde, hinde mo talaga afford and his still murmuring some words na hinde ko na intindi and I just left the counter without saying anything. I went outside fix my small trolley and backpack to fit it to one went to another entrance na ibang guard Yung nag babantay that didn't even bat an eye to look at my boarding pass got inside the departure area without paying the extra 2400 of my hard earned money.

BTW when boarding time they are offering you to check in your hand carry Luggages for FREE no payment required if you like para wala Kang dala inside the plane.

If nag padala ako sa bastos na employee na yun I would have paid the amount that he asked me for nothing since I can get the service for free.

I think all he wants to do is to intemidate me so that he can asked me to pay for the amount and who knows Kung talagang I de declare nya yun or he will get the money. Good thing hinde ako nag padala sa mga sinasabi nya.

I will still travel back to Manila since I'm just on vacation and I will look for that employee again and make sure I will get his name and photo if possible. How many people can be his victim of this scam. Cebu pac you should orient your employees especially in dealing with the customers

Cebu Pacific Air - Request Travel Certificate due to lost boarding pass

Dear sir/mam, i would like to request for an electronic copy of my boarding pass which i lost last January 20, 2021 after my arrival at Tuguegarao City Airport i badly needed the electronic copy for my travel expense voucher claim in my office.

Name: Juneclide D Cabanilla

Address: Carig Sur, Tuguegarao City

Cp #:

flight date: January 19, 2021

Destination: Manila

Flight details:

1. January 19, 2021

MNL to CYZ 5J 196

BOOKING NO: II1DXD

Thank you very much and hoping for your kind consideration.

Sincerely yours,

Juneclide Cabanilla

email address: [protected]@yahoo.com.ph

13 days ago, I booked in cebupac and paid using gcash. No booking appeared and no itinirary emailed after payment was taken. It was only validated after a couple of days after reaching out through chat and in fb. Then when the booking appeared on app, it was saying that because it was a combination payment with gcash and travel fund, I have to pay the remaining amount outside the gcash payment. But the travel fund was not returned, so made the payment of 11 pesos and 11 cents using gcash again and almost a week now, that payment is yet to be vaidated. Im using gcash cz I dont want to use my atm. Debit card. If this mode of payment is not reliant for cebupac, remove gcash on yout app. Now