Cebu Pacific Air
reviews and complaints

My name is Edwin Schaff and am a resident of Pensacola, Florida and would like to ask some assistance concerning a Cebu Pacific travel fund from August 2021. I and my Filipina spouse traveled to the Philippines back in August 2021 and right before we left the United States we were notified by Cebu Pacific that our flight from Manila to Naga had to be cancelled due to the COVID19 problem. I was told that my funds would be put into a travel fund which I could USE op to two years later. Thats OK since we found other transportation to Bichol and completed our travel.

The problem is in Early June 2023, I made some new reservations to travel again roundtrip on Cebu Pacific from Manila to Naga and I did this on their website. In my booking I indicated I wanted to USE that same travel fund for a part of this travel. I selected my "Travel fund" to be used and the difference would be taken from my bank card. About three days after the booking, I got a reminder email from Cebu Pacific and it said that my Travel fund was going to expire in AUGUST 2023 and that I could still take advantage of those funds for travel with Cebu Pacific. WELL I was surprised that my travel fund was STILL INTACT and it was never taken for partial payment. That travel fund amounts to about 7600 PHP, But because of a website malfunction on their part I stand to lose that money. Thats NOT right.. I also understand that Cebu Pacific is under some kind of investigation within the Philippines and would like your assistance if you can help me. It is virtually impossible to contact them by email or telephone. I started trying to email Cebu Pacific over a year ago and never get any response from them, Their entire communications system is by AI a human never is involved.

If you can assist me I will provide specific flight information and copies of emails I sent them, if I can retrieve them. Since I originated them inside their website MY Gmail account does not have any records as SENT messages.

Thank You for your time,

Edwin Schaff

I was not able to board my flight bound for cebu dated june 20,2023 at 9:20am in the morning due to closed gate. I was standing in line from 7am and how come after I reached the counter to drop my luggage sabihing sarado na ang gate. No final announcement or even calling my name since I check-in online prior to drop my luggage they knew they have passenger but why gate is closed since my flight is 9:20 and I was in line from 7am to 8:35 I gues. sabihin lang na sarado na ang gate so, I was not able to board my flight but rebook in the evening laki binayaran ko plus luggage pa na sabi kasama na sa binayaran ko pero di pa pala kaya grabe grabe. ang tanong ko ganun ganun nalang ba? paano ang una kong ticket thank you nalang ba yun? sana naman gumawa ang cebupac ng action pera namin yun pinaghirapan. late pa nga mga flight e delayed pa grabe talaga sobra na ito.

Good day! I would like to ask if my flight time would be fix and move early for me not to missed my connecting flight via Manila to Cagayan. I booked early to have cheap flight ticket only to change my flight time by your system and I am now an hour late. Would I still be accommodated to the next flight scheduled? I would truly appreciate if this can still be fix before my departure date. Attached is my original flight schedule and the adjusted time made by your system. Thank you so much.

Hello,

I purchased 10 CEB Super Saver vouchers as I fly regularly between Butuan and Manila, back and forth several times per year.

I tried to make a booking now from Manila to Butuan only to be told this flight is not available for these vouchers (even though I used it in April to fly from Butuan to Manila).

Can you please explain and justify your criteria for which flights are redeemable and which are not as this is not acceptable?

If I can't use the vouchers for the reason I bought them then what is the point?

I attempted to rebook a flight on May 20, 2023, from a flight originally on May 29, 2023. The flight I needed was the same time and itinerary on May 20, 2023; however, the website was not working that morning and not allowing me to change the flight. So, I needed to book a new flight with the thought of reaching out to Cebu Pacific customer service to inform them that their website was not working and allowing me to change my flight within the conditions of the fare rules.

After a detailed explanation with a chat bot (essentially), they denied my claim via an email. Getting them on the phone is impossible because their CS lines are all various country specifics and half do not work when calling the number listed on their website.

Then when attempting to take screenshots of my proving to my credit card company that I could now rebook the flight and what the cost was (in order to be fair to be reimbursed for the flight minus cost of the would be flight change), the airline rebooked my flight without my knowing without me ever confirming the change. I simply click on the page modify flight, got to the "pay page" and then closed it after taking screenshots. No airline in the world has ever allowed me to change my flight without taking my money and getting a flight confirmation change.

These people are absolutely awful in every single way and I am disputing the charge with my credit card company. I will never fly this airline again and I advise anyone who believes they may have any need for flexible airfare or CS issues also avoid them.

I just want to raise my complaint about your unprofessional working staff. My flight back to Dubai was last may 10,2023 and from that day one of my luggage was lost. Your staff put a wrong name on my luggage Wilson Soriano and instead my name Rachel Ariola. He put Wilson Soriano and that guy was offloaded.

I already reported here in dubai dnata, but as per them within 5days not response from you i need to file a complaint direct to cebu pacific.

Please help us. I need my bag, it’s a big brown luggage with dark pink ribbon. Your staff put a tag under Wilson Soriano code number [protected].

Mag add po sana ako ng extra 20kgs.baggage sa flight ko ng davao to manila (booking reference # EYRD6Y). 1 extra baggage lang po sana ang add ons ko, pero nung nag continue na po ako 4pax na po yung na add ons.. Nag try po ako mag back para i cancel pero nag confirmed nalang po siya bigla... Please help me cancel the other 3 extra baggage... Please please... I dont have enough money to pay for the extra 3 baggage..

I booked a family flight to Boracay this coming September however cebupac changed the return date after I booked. So i have to rebook the return date, however while am checking the price of the return date booking it is very pricy compared to my previous and I wan to cancel it an just stick to the original date, but I am unable to cancel the pending payment. How should i proceed with this? i read forum and they said that this is a scam made by cebupac to charge their guest. what the hell!

Good day. My name is Shayana Elipane.

I booked a flight during the Peso fare Last April 18, 2023 from Clark to Puerto Princessa.

Unfortunately, I haven't received any confirmation regarding my flight. And the payment worth P 3,992.24 was ALREADY CREDIT from my bank account.

I scheduled my flight on December 17, 2023 (one-way travel). I didn't receive any confirmation/reference number. I also input my correct email address.

Departure

17 Dec 2023 10:00AM-11:25AM

Passengers (2)

Shayana Elipane

Regina Elipane

Can you help me with this?

this my 3 rd times to complain my booking i already you that the same person the same flight it was paid i need to refund the another ther are the booking refrence MC2MTL and EWZQMR i need the refund the another was book april 3, hindi naman ako nag book ng april 3 you need to cance refund my money MC2MTL the passenger Ofelia Taganna. this is my email [protected]@yahoo.com until now i dont haVE ANY FEED BACK ABOUT CONCRENS

Chat session: 7771072

Cebupac cancelled our flight and was given am option to either refund the money as a travel fund or send it back to the original payment method but may take 3-4months.

We asked to place it sa travel funds but was not aware the it would expire!

Purchased superpass ticket but now about to expire and no available flight either before the expiration! No other options provided!

I transacted for my SuperPasses on the CebuPac site with me receiving the notification that my vouchers were put on hold with the number NIJZ3D. I was charged for this transaction which was reflected on my BDO card connected to my PayPal account. Yesterday, I received a notice that the payment was declined but I was still charged. I would like a refund for this faulty transaction.

I’d tried to avail their cebpass promo last march 31, i receive no confirmation at all. So i continue to make some transaction hoping i can still grab the promo, but still it did’t work . I was never decline and didn’t even receive any confirmation. Suddenly, April 30 i receive a lot of emails and cebupacific charged me several times. I am just availing 1 transaction. I tried to reached charlie , your app chatboot but still didn’t help to solve this. Could you please do something for this. I am 7month pregnant and it gives me ao much stress.

My credit card was charged with multiple booking/fees despite their website crashing.

Given the nature of transaction (online booking), it should have requested for One Time Password for online purchases.

However, no OTP was required.

No email confirmation

No voucher from them

Their site has been crashing, and transactions had failed. However, CebuPac charged me multiple times.

Hello Cebu Pacific team,

I am writing to complain about a transaction I made on your website yesterday, March 31, 2023, regarding the March Superpass sale. I expected your website to be stable, but after entering the necessary information, I proceeded to the payment page, entered my credit card details, and attempted to verify payment. Unfortunately, your site crashed.

Assuming that my transaction had not gone through, I attempted to make the payment again, not just once, but twice. Unfortunately, your website continued to crash. I eventually stopped the transaction attempts after several unsuccessful attempts and waited for a few hours before attempting again.

However, to my surprise, I discovered some charges on my credit card despite the unsuccessful attempts. I was charged about 8000 PHP, which was unexpected. I would like to request a reversal of the payment, and if there was a successful transaction, I would appreciate an electronic copy of my receipt.

Please resolve this issue promptly before I file a complaint against your company. You can contact me at [protected]@gmail.com or [protected]. I am hoping for your prompt and kind response regarding this matter.

Thank you.

We booked a flight from Manila to Narita to Manila for March 31 to April 9, 2023, but we got a notice that our flight from Narita to Manila was change to April 14, 2023, of course we did not agree for this change because we have also other plans and work for that 5 days and our hotel was only booked for only until April 9, 2023, and they gave us a date nearest to our original booking which is April 8, 2023, so we took that date cause we didn't have any other choice but they did not gave us any compensation for this flight change, knowing that the fare we originally booked was more expensive than what they had offer to us.

2 of my family have a domestic flight and was unable to check in, prior to the departure time of 2 hours, they already closed the check in counter, so i search and i found out that according to cebupacific check in counter should be close only 45 minutes before the scheduled time of departure. So my question is how is that even possible 2hours before their flight they cant check in, but not only my family their still have other 5 passenger left as well.

Cebu Pacific rescheduled flights ahead of schedule without notifying passengers.

My flight was scheduled from Manila to Caticlan on March 11, 2023, 6:45am and arrived at the airport at 5am.

At 5:30am, I was informed by Cebu Pacific Air staff that check-in was closed and the actual flight was changed to 6am. As a result, my flight was canceled and I ended up paying around PHP 24,259 to rebook a one-way ticket.

Booking Reference TJJ15N, Flight Number 5J891

Flight Date/Time - March 11th 2023 6:45am

Updated Flight Date/Time - March 11th 6:00am

Paid for Rebooking PHP 24,259 for flight 5J911.

I had a flight on February 19, 2023 from TUG to MNL with a connecting flight on Feb 20 MNL to BKK for 23 passengers. I had 4 bookings with CEBU Pacific. The flight from TUG to MNL was cancelled and I received and email the said it was cancelled and I could request a refund for the cancelled flight. It didn't show the rest of the trip. When I pressed refund, it cancelled the whole flight trip for 15 of the 23 passengers. A few of us went straight to the airport to talk to CEBU Pacific and they were no help and rude. They kept saying they can't help that all bookings are done online. There were a lot of employees just standing there and looking at the line of people who had questions. I had been working with CEBU Pacific Group Bookings but that is a joke too. We ended up booking with Philippine Airlines to get to Bangkok to meet the rest of the group. I will never book with CEBU Pacific again.