Cebu Pacific Air
reviews and complaints

i am respectfully informing your good office regarding the information of your company, cancelling our flights to Boracay this coming may 29, 2023, that i am not amenable because we are all set for the ocassion of celebrating teh exact date of bday of my granddaughter to Boracay on June 1, 2023. And as a government official,, i have already filed my leave of absence as well as my husband from our respective offices. If you will re sched it, i will agree to transfer us in the morning flight of May 31, 2023 or might as well retain it to 2:10PM.

On our way back from caticlan to Manila, June 1, 2023. pls retain our 2:10 or 2:45 on June 4, 2023 ONLY. If we will stay for another day, as you changed it to June 5, 2023, it will entail a lot of expenses on our part, as we shall look for hotel accommodation and food for 9 people for another day. I tried to email your office but i received a no repley email. Thus i googled how to complain re Cebu Pacific, then i got this page.

Pls refer to references QJ4PFQ, HBD7WY and IIQSNQ for Taytayon, Padua and Grill (83 years old). We reserved the seats several months ago. we planned the 7th bday celebration of my granddaughter to Boracay. we are nine in the family to travel. Postponement of this occasion will entail a lot of emotional constraints to the family. Kindly pls set us with the same time schedule on May 31, 2023. and June 4, 2023 in the afternoon too. respectively. Hoping for your prompt action. DIrector Janette Padua, DOJ-PPA, Region IVB MIMAROPA

My family has a scheduled domestic flight this coming March 1st. Unfortunately I have contracted a rare hearing illness called hyperacusis that makes it impossible for me to stay outdoors and be exposed to any noise I used to be able to tolerate because any sound is painful. In line with this, I needed to cancel the flight to preserve my hearing ability.

So I went ahead and started a conversation with Cebu FB customer service. I was advised to provide medical certificate which I did. However Cebupac said it needs to be time-specific, meaning how I will not be able to travel. Given the rarity and complexity of my condition my ENT could not specify a duration. I might not be fit to travel for forever because there isn't any known cure or management to my condition. So my ENT was consistent that I'm not fit to travel but she could not just specify until when because this is gonna be for the long haul.

And look at what Cebupac has to say:

Hi Lex,

My name is Vincent from Customer Care. Apologies, but our escalation team is needing the medical certificate indicating until when you are not allowed to travel that is the only needed so that this booking will be converted to refund.

Thanks!

Sincerely,

Vincent

Customer Care

Cebu Pacific Air

Cebupac policy is just unforgiving, selfish, inconsiderate, anti-customer at all levels.

I am a passenger onboard CebuPacific's flight

I had a horrible experience with the company, I was given a tremendous rebooking fee that nearly cost another ticket.

I bought a ticket on their airline that cost 13,913.73PHP, and had a rebooking fee that cost 9,925.46PHP. I read in their fare rules that rebooking would be free as long as there is a 30day allowance so to speak, from the original flight date. My original flight date was supposed to be from December 16th 2022, to February 7th 2023.

My flight return changed however because of things I have to do -- therefore I rebooked an advanced date (May 28th 2023) this rebooking cost me 1,661.46PHP. Then on the 22nd day of February 2023, I had to make another rebooking because of changes in plans, however.. the following rebooking cost me 9,925.46PHP nearly the cost of my initial ticket on December of year 2022. This was extremely odd, but I felt like I had no choice but to rebook, especially since CebuPacific is fond of raising prices consistently, so I felt I had to rebook quickly to meet my demand.

Later though, I did some research and in CebuPacific's fare rules about rebooking it said and I quote:

"Rebooking is free, with travel period within thirty (30) days from the original flight date. Change fee and fare difference are waived."

This made no sense to me at all, I decided to head to their 'customer service' at their website cebupacificair.com -- however, Mr. Lee of CebuPacific was of no help, and clearly showed he was just there to do his work and follow their scripts until eventually I felt his lack of motivation to clearly even entertain my concern.

Considering all the dates provided, even if the initial flight date was set (February 7th 2023) there would have still been 33days until March 12th. If the updated rebooked date was considered then technically there would have still been 77days from the 12th of March to May 28th. I had no idea as to what was going on, I'm not an Airline company, but considering how many frustrations CebuPacific has been causing so far. I felt like I had to make a stand to this, many other people feel the same way. My family and I even had to board their aircraft an hour before our boarding schedule -- only to wait for two (2) straight hours at the runway. We had no time to buy food nor water, and their stocks were low. My siblings, ages 1 and 2 had no proper food because of their doing. That's another story, but all these things.. I don't think I could let it slide anymore, I basically paid for almost another ticket -- for just a rebooking. They even mentioned in their 'rules' and I quote:

"subject for minimal fare differences"

How is from 34,000 to 24,000 minimal.

I'm very sorry for this aggravating concern, I'm just a person.. we're just people, boarding flights to get to places we need to and do things we have to. I felt very weak against their 'customer service' and CebuPacific as a whole. Who is one person against an entire corporation -- please help me with this, even their Fuel Surcharges seemed out of place. I, one passenger was charged with 14,000JPY of fuel surcharge, I have no idea if that's the appropriate amount, but it felt very discomforting. Please help me, help us.

I want to say it's not about the money, the fees, etc. but it is, we're not rich, we don't just throw money away, their 2-hour delay on December 16th 2022 - Flight no. 5J 5056, made children starve for a 6hr flight that was only meant to be 4hrs. We were there for an extra hour as allowance to buy food, but we couldn't because of their early boarding (which could have been understandable) only to make everyone onboard wait for a couple more hours outside our described flight schedule -- which also gave everyone a horrendous time at the immigration of the arriving country, because we got mixed into the other flights therefore making us wait another 2-3hours of waiting in line at the immigration. CebuPacific caused all that, and few people probably even know how to make a report like this. Please help us, I feel very frustrated, help us

Hi Cebu Pac team, I lost my boarding pass from my flight back from Manila to Cebu last year November 30, 2022. May I request for a copy of the boarding pass or travel certificate. Details of my flight are as follows:

Flight No. 581

Flight: Manila to Cebu

Ticket Number: JWCPT61

Booking Agency Name: LGCT TRAVEL AND TOURS

Last Name: Bonitez

First Name: Teodolfo

Middle Name: Fuentes

Date of Birth: Jan. 6 1980

Date of Flight: November 30, 2022

Time of Departure: 3:45 pm

Time of Arrival: 5:20 pm

Email address: teddy.[protected]@nyc.gov.ph

I have an issue for the booking that i have made last Feb 15 2023.

the booking is already done and paid as well and the amount is already deducted into our bank account.

However, after I do all the transaction, i did not get any confirmation and Itinerary of the ticket that i booked. Attached file is proof of the booking and amount deduction into our bank account.

i have tried to retrieve in the system but my booking reference did not show anymore.

Kindly please address this issue.

Ref No.: LEWSGP

Thanks

Gama

[protected]@yahoo.com

I booked 7 tickets from Korea to Manila via Cebu pacific on 1/14/23. As of today (2/3/23) 5 of us are not allowed to travel due to medical conditions. I called them to cancel 5 out of 7 tickets. They charged us 100.000 Korean won for each individual as an penaty which was understandable. But rest of 539.000 Korean won is non refundable. The flight date is 12 days later and doesn’t make sence that it’s not refundable for the luggage and meal service.

Very disappointed with them.
Our reservation confirmation was EFI4SM
My name is Jung Hee Park. Philippine is our best interest destination to travel, hope you resolve this matter as a company courtesy.
Thanks

I am seeking your help to request for a refund for my flight that was scheduled on August 29-September 05, 2023 from Manila-Bangkok vice versa with Booking Reference Number: SH7JXZ amounting 14.841.03php. My colleague booked a flight for me on December 12, 2022 through Cebu Pacific website or app.

The reason why I am asking for a refund is because I have recently received the news that I am going abroad on Tuesday January 31, 2023 as an OFW for the first time and I can no longer use the ticket anymore. I tried contacting the airline to explain everything but they refused to help. I am a bread winner of my family and I would like them to use the money for essentials like food and to pay for bills while I am away for the meantime. I am hoping that they can send the refund to my account ASAP.

Once again, I am hoping for your kind help and consideration in this matter. This is a huge amount for me and my family.

I also asked for help to Senator Raffy Tulfo, Presidents Office and CAB yesterday but no response received yet.

Hi, I would like to get a refund of the two payments I made (pls see attached screenshots) using gcash.

I had to rebook my Gensan to manila flight with booking number QJN4QQ. During the process I had to pay an additional 4122.72. I thought my first payment did not go through thus I made another payment. To my surprise, the payments were unsuccessful on your end but it was successful on Gcash's end, as can be seen in the screenshots below.

I hope you can help me regarding this concern ASAP.

THANK YOU!

Dear Sir Ma'am,
I would like to request for an electronic copy of my boarding pass which was lost last November 15, 2022 during the processing of my reimbursement with our department. I badly needed the electronic copy of my Boarding Pass so that I can process my Reimbursement claim in my department.
Below is the details of my flight.

Name: Janeth E. Mongkil
Address: Prk. Balunto, Brgy. Labangal, General Santos City
1. GES-MNL
date: November 6, 2022 @2:15PM (5J994)
2. MNL-GES
Date: November 13, 2022 @ 5:25AM (5J997)
Booking Reference Number: BIDC8A
Thank you very much and hoping for your kind consideration.
Sincerely yours,
Janeth E. Mongkil

Jan 18: rebooked and paid thru credit card, but booking still says WITH AMOUNT DUE, therefore I am unable to receive my updated ticket details. Cebupac insisted that payment was not received even if transaction has posted on my credit card statement.

Jan 22: Successfully paid the transaction, but again not reflecting on Cebupac's end. Bank confirmed that it was approved, but Cebupac sent notification once again that payment was unsuccessful.

I dont think this is an issue with my credit card, but with Cebupac itself. It sucks to not be able to talk to a Cebupac person to resolve this issue. Chat agents are not helpful, and somewhat arrogant. I offered to give the authorization code, but said it is no of use to them.

Name: Wilner Arguelles
From: MNL to: TAG
5J619
Banggage Number: [protected].

After the ride I discovered that may baggage was damages. I ask someone from the Tagbilaran airport and she just said you can complain sir sa Cebu pac. wala naman akong nakitang Cebu pacific office there. tapos dumating na ang sundo namin direstso sa island na wala signal. Di ko agad naifile ang complain.
My contacts

[protected]
[protected]@gmailcom

My last day to book my flight using travel fund was January 20 2023. I was in the middle of booking around 10pm Brisbane time when the app crashed. I refreshed as it was frozen. When I opened my app the fund is gone. I chatted with a live agent and apparently they have no fault. My phone automatically updates apps, their update was done 4 days ago and it still crashed. They would not allow me to book my flight as apparently it’s expired. How can it be expired when my last day is the 20th of January?

Cebu Pacific's online payment system is defective. Following a change of hour for a Manila-Mnl-Bohol-Tag flight (Cebu MLB55X) there was an additional 11,368.00 PHP that I paid 6 times by what the system sends me an email saying that The pay was not made. Besides, even today the reservation site tells me that there is still an unpaid amount of 11,368.00 PHP .. I demand that CEBU Pacific renounces me as soon as possible the 48 958.40 PHP that I paid too much.

Michel Carignan Reservation Cebu Pacific: MLB55X

Hi I do anyone have similar experience with this? I want to rebook my flight, by doing so want to check how much rebooking would cost but it turned out that it is higher compared to the present ticker I have. I accidentally clicked a button. And now i have a pending payment for rebooking. I can no longer access my boarding pass. That does this issue cancels after 24hrs after not being paid? I tried asking the customer service of Cebu Pacific, but since its only a bot they can't even answer my question.

on 07/01/23 11.30 pm I flew cebu pacific flight 5j36 from manila to sydney ,as I am 6ft2 tall and had already had an uncomfortable previous flight to manila from sydney I chose an exit seat online and paid an extra 1200 phillipinne pesos for the upgrade ,when I boarded the plane I was directed to seat 14 G and was surprised to find it was not an exit seat . I asked the passengers on the same row if they had paid extra to sit in this row and they both said no ,so I asked the air steward if this was a premium seat she also said no and said she would put my complaint into the flight log ? and told me to request my money back .this was a pretty uncomfortable flight as it was a night flight and the seats do not recline with no leg room .

I left the Philippines in Nov 2022 as I had to move country due to a job. I tried MANY times to get through to Cebu pacific to cancel my upcoming trips but was always given the response that it is not possible to cancel except due to illness which I understand but what if I am no longer in the country and don’t have a visa to fly out from there ?

I would like to appeal to your conscience to see if this can be cancelled and I can get a refund as I am no long in the PH ( am now in California) and wont be able to complete my trips pre booked. Thanks for your help

This is for a family of 4 so it’s a reasonable amount of money as you can imagine.

Happy to provide any data needed

Manila – Osaka – Manila Nov 2022

Manila- Vietnam – manila – March 2023

Since January 2022 I have been trying to book a flight using the Cebu Pacific Air website.
At first I have not been able to get further than the search function.
There is only a virtual agent to assist which didn't work well.
The chat with real agents is lacking system access and waiting time a way to long and chats have been closed.
I spent hours on that and missed tons of promos.
Several agents tried to help via email but it failed, too.
From April 2022 onwards I saved these chats if possible.
This has been ongoing until November 2022.
Finally, I decided to travel from Batangas to NAIA Terminal 3 to book my flight.
There are round about two dozen documents print and screenshots available.
My zip file app requires an email address to compress them into a zipfile,

The flight should be today, and on the way to the airport. I got sick and go to hospital and cannot on boarding. But cannot find the manage booking in the app or no one pick up the call in the hotline to rebooking. The booking reference is AILLRQ from CYZ to MNL & MNL to HKG..

Re - Flight booking ref AlQ1HA

Dear Sir or Madame

I had booked this flight schedule specifically because the Thai travel restrictions would have changed before we left the Philippines regarding the required documents for covid traveler's

Entering Thailand.

However upon trying to check in at Panglao airport, we we told by your check in staff that the restrictions hadn’t changed yet and because we hadn’t filled out the Thai pass then we weren’t allowed to check in, this was despite my explanation that we weren’t leaving the Philippines until the 1st July. The check in assistant said that if I purchased two more one way tickets to Manila, then we could board the flight that we were originally scheduled for. And then sort out our Thai pass problem in Manila.

The price charged for these additional tickets was 20,119PHP.

We had no choice but to do this as we had a very tight travel schedule in Bangkok. When we arrived in Manila, we spoke to a lady on the check in desk in Manila who also insisted that we needed to fill in the Thai pass and purchase the necessary insurance for travelling to Thailand.

So we did this for myself and my fiancée of course and had to pay an additional 2,498PHP for the insurance.

So some hours later at check in, I offered to present our Thai pass with the necessary insurance documents. And the check in lady said that she didn’t need to see it.

This of course confirmed what I was saying to all of your staff regarding the lifting of travel restrictions to Thailand from 1st July 2022.

So you’re staff forced me into purchasing two extra one way tickets, as well as purchasing the necessary insurance certificates that they said that we needed.

But were not needed or asked for upon actually checking in at Manila airport.

Although your staff made me spend an additional amount of 22,117PHP

I’m initially only asking that you refund my airfare of 20,119PHP. On the condition that I’m not forced into legal action and that you agree to resolve this problem as soon as possible please.

My flight was cancelled due to bad weather conditions. I reached out through Cebu Pacific chatbot and the live agent who assisted me was not very helpful saying that my request for a refund is not possible at all. I received an email afterwards for the new flight schedule but since the updated itinerary doesn’t work for me, I opted to get a cash refund instead. I was expecting to get the full amount I paid, but they charged me half of the money I paid for admin fees. They charge people for money for cancelled flights and poor customer service. This is totally unacceptable, the worst in the world. There is no other way to voice out complaints, they are taking people’s money for services they were not able to deliver. Their customer “care” agents do not really care of passenger’s concerns and since everything is being done through live chat, they can choose to be unhelpful if they want to. Their agents in airport can’t help in processing refunds, they will just dismiss you immediately and advise you to use their chatbot. Is this their strategy to get away from their refund obligations and easily charge excessive admin fees from passengers? Easy money making for Cebu Pacific who monopolise most of the domestic flights in Philippines!