Cebu Pacific Air
reviews and complaints

Hi Cebu Pac,

Please check and advise on my approved request refund that is not yet catered until now.

Kindly update me on my email below and also attached herewith is the approved request.

Mode of payment used:
PrePaid - Gcash ([protected])
Transaction ID: [protected]

Mode of payment used:
PrePaid - Gcash ([protected])
Transaction ID: [protected]

Total refund: PHP 3, 155.04

Name of passenger: Helen C. Caba
Email Add: [protected]@gmail.com

I am booking flights for my wife and I to travel from with our last leg being Tokyo to Manila. Searching for flights on Google we found Cebu Pacific flight on 2/13/22 at a good price: $171 per person. When selecting the flight on google we are directed to Cebu Pacific website that is Japanese language, with no Translation option. Further, the flight fare is listed in Japanese Yen. When I convert to dollars I find the fare is now over $1, 000 per person. I tried going to the English website for the airline and got the same price. I looked again on Google, still showing $171 per person! We already booked our travel to Tokyo based on the Cebu flight to Manila on 2/13. Now we are stuck with altering the rest of the plans, or paying many times more than was advertised. There is no way contact Cebu Pacific, No number is on their website, and the number listed on Google does not answer.

Can you please help me rebook my flight, I was really stressed right now as I received an email that my flighr has been cancelled when I tried to rebooked my flight into manage booking option and input the booking reference I have the page is not working, so what I did is I select the option forgot the booking reference number, on that I was reroute to the next page where I need to input my personal details and on the next page theres a confirmation that my flight is really cancelled and I click the rebook flight option then I select the next available flight which is Jan.12 .however when I click continue it didnt go through to the next page. I didnt finished the process.

I was really frustrated right now because I am going home for good and my company has processed my visa cancellation already becuase they are aware that I am leaving soon and not returning back.

So please help me out.
I really need your assistance in this matter.
Appreciate your your soonest response.

My personal details for your easy reference is

NAME : JONABELLE BORO
B DAY : JUNE 1, 1994
EMAIL ADDRESS : [protected]@gmail.com
contact number: [protected]

Thanks and Regards,
Jonabelle Boro

I am, Lindy P. Cati-ir, writing you to request a copy of the boarding pass of the attached e- ticket/ Travel Itinerary. I was able to complete the travel from CDO to CEBU and back. Unfortunately, I lost my Boarding pass. The office is requiring to attach the boarding pass as proof of completed travel but, with this, I could not do so .
As this matter is urgent, I would appreciate a reply as soon as possible. Thank you

They lost our luggage and they have a very poor customer service! Worst! We went to boracay but our luggage didn't come with us. They told us that our luggage is still in manila and they will just deliver it in our hotel after it will arrive. It's been 2 days and still no luggage and they don't respond in our messages and we can't contact their number anymore! [censored]!

This complain is about a woman named Leah in Cebu Pacific's customer service in Dumaguete City, Negros Oriental, Philippines. First of all, we know the policy that we are allowed to have 1 handcarry 7kg and the protocols about luggages because we travel a lot with cebu pacific. We had a total of 3 check in luggages and an excess of 4-5kilos before checking in. We were told by Leah to pay for the excess PER KILOGRAM or we could transfer some of the items to our personal bags. She emphasized that 1:1 handcarry & we were NOT ALLOWED to have 1 personal bag (crossbody bags) with another 1 handcarry since there were only 2 of us and we had 2 personal bags and 1 handcarry luggage (a total of 3).We then followed her advice & had to open our suitcase again and transfer some items to our personal bags. Finally when we came back to her, she told us that this 1 suitcase still had an excess AND gave us an option that we NEVER heard when we first to came her which was to pay for another 20kg for check in luggage instead because it would be much cheaper compared to paying it PER KILOGRAM. Mind you, there were 2 of us passengers listening very well. After a whole conversation which resulted us to choose and pay the 20kg check in, we have witnessed other passengers from different customer service check-in counters HAVING 1 personal bag (crossbody bag) and another 1 huge bag as handcarry and there were 3 people who had 4 handcarry luggages including their personal bags. And we were told it was 1person/1 handcarry. THIS IS WHERE WE SEE HOW UNFAIR AND HOW PATHETIC SOME OF THESE EMPLOYEES ARE. To sum everything up, she could've suggested the 20kg additional payment because it was cheaper when we first went to her for check in.. because we had to bring all these stuff inside our personal bags due to her POOR EXPLANATION. It stressful for us to see other people carrying 1 personal bodybags and 1 handcarry luggage because they did not encounter this employee, Leah. Im not sure how some of them have different protocols but we just want you guys to please call her attention. We were not able to get her last name. Please consider poor communication skills, and lack of understanding protocols as a big lapse to your company because as far as we know, she had a different understanding of the protocol because other crews allowed to have 1 personal bag and 1 handcarry luggage. In addition to this, she also brought it up that she had a witness telling us that she offered the choice for us to pay the 20kg luggage as a cheaper price when we FIRST came to her which was NOT the case because she offered this after we transferred our things already. Imagine all the pressure and the long queuing for check-in, we were forced to bring these extra items in our personal bags. Basically she threatened us that she had a witness and indirectly called us a liar. This is such a bad experience for cebu pacific in a span for flying for 21 years in my life. Some people are too unfair and inconsiderate. I hope you guys call her attention.

We have a confirmed flight to caticlan

Original Dep Jan19 and robooked to Jan 20, 2022
We wanted to have ot rebooked to same original day but earlier time 5:55PM can We request for the date instead?

Contacted messenger and Hotline but to no avail

Thanks

Cebu Pacific customer service is no longer responding to my refund request for booking FEECMZ. I first submitted an application for refund last year (July 2020). I've been very patient whenever they tell me the process has not yet been completed. Around October 2021 I asked for another follow-up & they asked for one of the passenger's birth certificate. I have them a heads up that it might take me a few days to submit a copy of the birth certificate since I have lost it. They were very gracious about it. But once I did submit a copy, they no longer respond to my many emails. My Customer Care Reference Number is 4901106.

May i request for a copy of the boarding passes or travel certificate for flight I took last January 8, 2020 from CDO to Manila. With booking reference number RYMWUL under the name of Jula Mae E. Beseos. I misplaced my boarding pass and I need it for the reimbursement of such travel.

Hoping for your kind consideration.

You can email the copy to: [protected]@yahoo.com

I booked a flight on Cebu Pacific website for 7 people. it was worth 22, 264.00 philippine peso (over $400). after I paid, it took me back to the homepage of their website. I never received a confirmation of my booking and an itinerary receipt from cebu pacific. I researched about it and found out that there are actually a lot of people experienced and experiencing this. People save up and work hard for their money.

The incident happened last Oct. 5, 2021 under flight no. 5J 996 & booking ref. no. YEBWHC from General Santos to Manila (name of passengers: Rodrigo Bermido, Lloyd Tongol & Eduardo Labador Jr.). Every passengers have 40kgs baggage allowance & they exceeded 57kgs. The cashier just gave them handwritten computation of the excess baggage. But the receipts for the excess baggage amounting to php 17, 100.00 was not given. May we request for the receipt for the said amount for us to reimburse it to our clients.

I have contacted Cebu air on numerous occasions abound my refund on flights from Passat City to Caticlan on the 19th April 2020. Reference number RGCQUJ.
Each and every time I have been told it has been processed. They told me (this is a quote from one of the many emails)…

"As checked, you indeed requested for a refund of the booking under reference number RGCQUJ on April 17, 2020. The refundable amount was already reversed in our system on August 10, 2020 and was already transmitted last October 2020. Please see details as follows:
RGCQUJ PHP 6, 929.60 REFUNDED 23-Oct-20
RGCQUJ SEK 204.85 REFUNDED 13-Oct-20"

I have contacted my bank and they have supplied me with statements to prove that i have not received the funds. They then asked me to verify the last 4 digits on my credit card which I have and they are saying that it is not correct. I have never had more than one credit card. Plus- I have the statements with the credit card number that proves that i am correct. (It is second from the bottom, mytrip and it is a charge of $305.48 credit card ending in 1802). They are also referring to an email address that does not belong to me. This is the only personal email I use apart and the email attached is not my work or University email.
I am so frustrated that they are now not even responding to my emails.
Please help me.

I booked ticket and it was successfully deducted to may gcash account but suddenly I dont have receive any confirmation/email of my itenerary. Pls refund my money immediately. ( I cant talk to one of your customer service representative they are all busy) I NEED ACTION ASAP

Worst customer service ever. Last night I did seek help from their CS via messenger chat because we've missed our flight yesterday due to pandemic reasons. The agent who's name CC did not get back to me, not even properly ended the chat. Same with James whom I chatted today. I am only asking if we can have the return flight be refunded and yet they're giving me hard time. Worst and unprofessional customer service.

Booking Reference- ONC1YE

My return flight from Manila to Dubai has been cancelled. I flew back with different airline.

I was informed that i will get a refund and it has been refunded and processed July 12, 2021 for the card last 4 digit numbers as below.

card ending 1053 at Cebu Pacific of AED 131.00
card ending 9624 for the AED 758 refund

I followed up couple times with cebu pacific but i was informed by cebu pac customer service to contact my bank as it may take a delay. Called both banks couple of times and they confirmed that amount mentioned are not in any way credited back to my account.

Now to whom i should follow up? if not with cebu pacific and not with the bank, then who and how?

Regards,
Amie
+[protected]

Can I get a certificate of travel for my flight last February 15, 2021.

Flight Details:
Davao-Manila 5J962
Feb 15, 2021 9:30Am
Departure: Davao-Francisco Bangoy International Airport
Guest Detail: Bonifacio Handoc Jr.

Please email the duly signed certificate on this email: [protected]@yahoo.com.ph

I claimed to refund my flight cancel due to covid19, flight No:SGVPQW, but no response, no refund, and the contact email:[protected]@cebupacificair.com did unacceptable manner with irresponsibilitu really annoyed me, no response, no refund until now.
Passenger:Wu Yen Lung (passport:[protected])
Flight:SGVPQW, departure from Taipei to Manila
My email:[protected]@gmail.com
Number:+886 [protected]

On July 20th 2020 I received an email from you confirming that my travel fund was valid until March 16 2022

Booking Reference Amount New Expiry Date
H9WQYL PHP 18, 636.48 March 16, 2022
B92BML PHP 6, 564.64 March 16, 2022

Total PHP 25, 201.12

Today I tried to make a booking and use my travel fund, but when I pressed the "Pay by Travel Fund" button the response was that I have only 978.60 in the fund. I think this relates to an email I received recently which I did not understand. The email told me that my Booking Reference AFH4FW (978.60) had been deposited in my travel fund. I never made that booking and I wrote to you to let you know but I did not get a response. Please advise as soon as possible exactly what is in my travel fund. It should still be 25, 201.12 as set out above. Please explain why you think Booking Reference AFH4FW belongs to me, and also please explain why my travel wallet does not show the real balance of 25, 201.12.

David Saul

Hi All,

Im writing to complaint about my refund.I understand that because of the pandemic it will take 7months to resolve but its more than 7 months already and your customer service keeps on saying that we check the notification email without providing any status.
I hope this gets resolved as I have been waiting for this refund for sometime already.

Request:
Booking Reference: ZM3VJH
Subject: ZM3VJH Refund Request

Customer service no.Your Customer Care Reference No. 5769682 - [ref:_00D6FFAZV._5002sAMIll:ref]

Thanks,
Ella

I requested a refund for all of the flights I booked for our family from MLA - DVO. I had 3 separate bookings. I was expecting the refund last April 2021 but the bigger group which had an amount of 12K+ was left unrefunded. The other two were received through the card used when booking. I was able to connect with an agent last April 2021 because I was following up, I was told to wait since it depends on my bank. But the usual process is, Cebu Pac will send an email to me that the refund has been forwarded to my bank and just to wait for my bank to process. As it turned out, I never received an email for the refund to this booking amounting to 12K+. As I was trying to call by May 2021, only a recorded operator will answer and there are no other options but to hang up. I have sent several emails and messages through their website (contact us), chatbot, and Facebook Messenger which is all useless.

Refund requested August 28, 2020
Booking Reference YHURMT