Cebu Pacific Air
reviews and complaints

Last april 19, 2018 thursday, i booked our family trip to singapore for dec 26-28. I accidentally chose the 8pm flight going to singapore, but the booking was confirmed already and i was charged P70k+ for the four roundtrip tickets with booking ref # XF5W2T. After seeing that i chose the wrong flight, i modified it & change to 1pm departure flight then i was again charged with another P15k+ on top of the previous P70k+...all in all i was charged more than P85k+ for 4 supposed to be roundtrip tickets...but i decided to confirm our booking with cebupacific hotline resrrvation & found out that our returned flight was cancelled...ive been trying to follow on this issue since april 23 but still theres no clear answer from all the operators i have been spoken with. Its been a week already and all they can say is to follow up again after 24-48hrs again...hope you can help me with this, its such a big amount of money that iam talking about...its just that i need to confirm our return flight with the huge amount that they charged me. Hope i can get a feedback from your office. Thanks & god bless!

Janice Pangilinan

Hi. My name is Ritzchie Idian, passenger of Cebu Pacific Flight 5J 187 which departed in Incheon, South Korea about 3 am this day, April 8, 2018 and arrived at about 630am in Terminal 3. I work in Mondelez Philippines Inc. I was in Korea for a tour with my colleagues. I had to fly back alone ahead of my colleagues to attend to an emergency. It was also my first time to travel alone on an international flight.

Back in Incheon, I was required by South Korean Immigration to check in my back pack because of a Music Box I purchased in Seoul Tower. That happened after I already had checked in my luggage. They said I had no other choice. Not even retrieving my big luggage and insert the music box then re-checked in. I had to comply.

My backpack contained several key chains (2 sets of 10's), ref magnets ( 1 set of 10's, souvenier items (2 magnetic stuffed toy, and 4 fluffy bag accessory) which are small ones. Along with it are 2 korean noodles, 10 packs of seaweeds, a box of 4 small tea cups and the music box which was the reason why the Immigration instructed me to checked in my back pack.

It was when I was unpacking when i noticed that the keychains, ref magets and souvenier items went missing.

I am really disappointed.

I never thought that someone would have interest or take advantage of the situation and on small things.

The only instance my backpack was separated to me was when I checked in until I got it back before going out of NAIA Terminal 3.

The night before my travel, my friend's phone got lost when we were buying the items. It was returned after tracing back the places we have visited by Koreans we never knew. Here in the Philippines, it is really different, especially after this expeience.

The total estimated value of the stolen items is about 102, 000 won or about Php 5100 (at 1PHP to 20 won). Of course my wish includes;

1. The stolen items be recovered and returned to me. More than the monetary value, I value the efforts I exerted and my appreciation of the items I picked which were supposed to be my pasalubong to my loved ones and colleagues at work. That is the priority. At least, that would mediate that feeling that they have nothing to receive upon my return and it is impossible for me to get back to South Korea at once to buy again.

2. If #1 is not an option, then at least the value can be compensated. The amount is very neglible but at least I can do something about it like calling my colleagues who are still in South Korea to purchase replacements at least before they return soon. Their flight back will be tomorrow, April 9 early morning.

3. Whether 1 or 2 is workable, I really wish you can craft a way to isolate the culprits and take them out in the Airport operation. For sure you can track out things in your process and find that glitch where suddenly it can't be and that is where the culprits attack. I have heard of many horror stories in Cebu Pacific and NAIA, and the worst is blaming the passenger for the incidence or occurrence. The value range from big ones and now, per my exprerience, to petty ones.

I look forward that Airport Management here in the Philippines would act on this issue, same with the other issues. This includes Airport Authorities and Airlines like Cebu Pacific. It is really a hit on the reputation an quality of service.

More than the improvements on the facilities, we need passenger and baggage security as well.

My contact number is [protected] or you can email me at ritzchie.[protected]@gmail.com

Please call me and provide me feedback.

Thanks.

Ritzchie Idian

Hi
I emailed last January and got no reply from you.
I need my money back . Me and my family was stranded in Caticlan last Jan2, and decided to cancel our flight and booked to PaL because the Cebu Pacific has given us too late flight bAck that will affect our flight to London .the only option they gave is jan 4 ..
if we stay overnight they will not cover the Accomodation and our food even just for that night ..
thanks to Pal who at least gave us breakfast before our flight .
I've waited for a reply from your company and to give back my money but up to now, no refund was made and it's already April ..
I am from UK, no helpline to call locally so I decided to call the Phil helpline no but to no avail been held up for an hour que so I decided to email the Cebu Pacific but still no reply ..
I need my money back please
I waited for long, seriously very inefficient and unreliable .. I'm just getting what I paid you
I need them back ASAP
I paid for 6 people .
I also Send some photos of the booking .

Here's my details
Reference no : V86UJI
Name Arlet T Maling
Bank : Halifax
Address: 6 Howard Villas Whitley wood road Reading, Berkshire
Rg2 8th
United Kingdom
Acct no : [protected]
Sortcode : 11/06/30

I ride the cebu pacific plane manila to hongkong last march 25, 2018 7:20am, when i was going to board the plane i was asked to transfer to a smaller wheelchair and when i arrived at hongkong international airport, i saw my electric wheelchair was damaged. i have attached the picture of my damage electric wheelchair. this incident had ruined my vacation and cebu pacific hongkong team guarantee me that once i returnedto manila the cebu pacific will settle with me all the damage compensation. i had returned to philippines for 4days and still dont hear anywords from them.

This complaint is intended to Cebu Pacific Team,

I took a domestic flight with Cebu Pacific (from Davao to Manila) last 24th March 2018 - 9PM flight, Saturday. The crew changed our flight due to flight delays but when we reached Manila, my luggages were not there and confirmed to be left in Davao. I filed a complaint form in the airport and was told that there is no confirmed date or time or flight when my luggages will arrive in Manila but was told that Cebu Pacific will deliver it to my address as soon as possible.

I have a connecting flight to Dubai (via Singapore Airlines) early morning so I cannot wait for the baggage since there is no assurance from Cebu Pacific. I was asked to mention my Dubai address and contact number and Cebu Pacific will arrange to deliver it. The Cebu Pacific Team is in contact with me via email but each day I receive a different feedback and just delaying it further. Despite the urgency (given that my medications are in the luggage and my health is compromised without the need to mention about the obviously perished goods), unfortunately my baggages were still in Manila as of this date (28/03/18). I do not see the sense of urgency and sincerity from Cebu Pacific.

Because of so much delay and inconsistency in their feedback on the above situation - I demand Cebu Pacific to just pay for the luggages and the value of all the contents there plus Cebu Pacific to purchase my medicines in the Philippines as my medications can't be bought in Dubai. They have caused so much hassle and their response is not reliable at all. My health is being compromised as I have stopped my medications for 4 days now.

Looking forward for the fast resolution.

This is SAMUEL N. TAN, I was trying to book zamboanga manila and manila zamboanga for Joseph Tan and Teresita Tan for April 11 and 22 2018, I tried four credit card and using them twice, after giving the approval code from the bank it comes back approved then pending. I have called my bank ans they said it is Cebu Pacific, so i also contacted Cebu Pacific customer service he told me that use another credit card as my name is black listed,

Since ten years ago, I have been booking trip but it was last January that I cannot recognize the booking and ask metro bank to check but even without checking I still paid the amount and emailed Cebu Pacific to disregard as I have not made any claim but what I need it only to clear to I can charge it to my bro.

In this regard please call me [protected] what you need to clear up my name so I can book flight again thanks

i am here to write complain to Cebu Pacific ! Really my bad experience in my life. I planned a four-day-trip to Cebu on 25th june 2018 and made a online booking with Ref No. HFCZQD on 9th Mar. However during the last step the server stuck and i try to press the refresh button. End up payment was done but i found out the meals were added in my trip that i never order !. i tried to called to 3973 3800 ( HKG customer hotline) and it never work!

At 2230, thanks god, they picked up my call. And i tried to explain my case, However they just say its my problem and nothing much they can do ! they asked my to called again after 48 hrs so that they can transfer my case to the seniors.

Today i tried to called back again, another shocked me is the date of my trip was not the one i apply too ! it showed 28th jul coming back HKG instead of 28th june ! i keep calling the hotline again and after long period of time, they picked up my call, and i told my story to them at once. They just said nothing much can do for me and asked me to buy a new tickets...or if i need to change my booking i need to pay 3000 HKD ! what the hell is going on? i said during the booking procedure, the server stuck and its not a normal processing i had before. This is not the first time i buy Cebu pacific tickets, i know all the procedure well. I asked for their help on my case, but they just say NO ! No! NO !

Please think carefully if you wanna travel with this airline ! they wont care about YOU ! no matter how the online buying tickets got anything wrong ! They just keep asking You to buy a new one and never think that its their system problem ! The point is the hotline keeps you waiting and waiting !

I was so upset about Cebu Pacific ! what a worst airline !

This is the worst customer service ever for an airline and I should know since I have worked in customer relations for several years! First instance is when I booked a flight cebu-davao on oct 2016 in your cebu pacific counter in robinsons fuente, cebu. I had to use my debit card since there were no available atm to dispense cash at that time at robinsons. Imagine to my surprise the cebupacific agent had to swipe my card twice in different swiping machines so I asked if there was something wrong with my card/ their machine and she casually said that she needed to get the approval in a different machine then proceeded to read to me my flight detail summary and printed my itinerary. I was able to fly my flight without any hitch but when I checked my online bank statement after a month I travelled it got me the shock of my life that I was charged twice on my card! I proceeded to file a dispute with my bank and they said to go my merchant (cebupacific) and once they get confirmation it was an error on their part the bank will gladly refund me the charges but when I filed this with cebupacific fuente branch the agent whom I originally booked my flight denied she had swiped my card twice resulting in double charges! Hence I got fed up with her and her lame excuses and requested to speak to their supervisor/ manager (isah vern ong), she even had the nerve to a different agent first (who seems better equipped with customer service but cant help me gwt my refund still). Finally after thorough explanation I got to talk to their manager ms. Ong who told me that they will file a dispute in their manila accounting office after submitting all necessary documents (bank statement, itinerary receipt, flight details & a copy of my id plus dispute letter) which I duly submitted right then and there. After 3 months of going back &forth to follow it up I eventually got a feedback that they will not approve my file for refund since it had to be the bank's fauklt of charging me twice! Wtf! So I had to seek legal counsel & it got me a demand letter sent to their fuente office but until now no resolution on thiscase and as what my lawyer told me it never gets resolved with cebupac as she had similar cases already filed! Now it was only 3k for that double charge for a roundtrip airfare nevertheless the time &effort I spent on this whole fiasco was priceless due to the incompetence of the agent!

I tried to book a flight from Manila to Dumaguete for a week during Easter. I always book via card when using the site, and fly this route often.

When I selected my flights, confirmed, and went to the payment section of the site, I inputted my details but my card was declined. Therefore, no confirmation and no booking reference.

However, when I checked my bank statement - they did charge me!

My bank confirmed that they took my money, but Cebu Pac is saying they didn't - even though my bank confirmed they did in fact charge me.

My bank told me the best thing I can do is file a dispute against them (takes 85 days...) but first would need Cebu Pac to show proof that they did in fact decline my card, and received no money.

CEBU PAC refused to give me any proof! Stating because they declined by card, they did not do business with me, therefore they cannot provide proof that they did not charge me even though I have the bank statement to prove they did!

What do I do now? My bank is trying their best, but can't fight this without Cebu Pac's cooperation.

So now I'm still 8k short, without a flight, without the airlines help.

Horrible experience that my friend had. I booked her flight for tonight from Tacloban to Manila. She missed her flight tonight cos she was advised that she needs to do online check in, she was surprised because this was the first time happened to her, though we always book our flight with Cebupac and we always go to the counter for normal check in. The said flight will depart at 8.10pm and my friend is there before 7pm (it's not 2 hrs before her flight) but she still have time to check in and to think that she has just one hand carry luggage. This is very unacceptable and We want a refund or book her flight back here in Manila for free. Please call me at [protected] Max is my name.

attention: ms. audrey medillo. cebu pacific manager. naia terminal 3. january 14, 2018.
I am writing this complaint because of the very poor customer service you all provided during the said flight. I gave you the requirements needed for my flight to FUKUOKA JAPAN. It's under SOFA (Status of Forces Agreement). You said I can't check in because I have insuffient documents. That you need a SOFA stamp on my passport. So you said you're going to call and email the Immigration in FUKUOKA JAPAN. Time was 12 noon. You gave me a time frame of an hour. My flight supposedly was 2:25 PM. So I said okay you can verify. After an hour I asked for an update and you said you called and sent an email but no reply yet. You asked for more time and I said okay. Until my plane left you said there's no update from fukuoka yet. Did you even ask or consult the immigration officers in the Philippines first? Isn't there main job to check that issue and not you at the check in counter doing that? I understand you want to make sure it will be okay for me to go on the plane. It took you and your crew many hours but no good result. Then you gave me my documents and said I can just refund the money I paid for the ticket if I'm no longer willing to wait. I explained well that I need to be in JAPAN that night. But since your next flight to FUKUOKA is the 16th, you said I can just refund it. Me and my husband are very much upset with the service you provided. So the next thing I did was to refund the ticket. After that, I went to Terminal 2 and checked with Philippines airlines if I can fly to FUKUOKA JAPAN with the documents I have. The PHILIPPINE AIRLINES employees are very professional and knowledgable about everything that concerns their passengers. When they said yes I can definitely fly to Japan, I booked the earliest available flight which is the next day, 9:45 AM. I am from the province so I can't go home just like that in one snap of a finger. So I had to stay in Manila paying for my accomodation because my flight the next day is a little early. I can't go back to my province. All the hassle and stress that you (AUDREY MEDILLO) and CEBU PACIFIC STAFFS is unbearable. I had to stay in Manila instead of being with my FOUR-MONTH OLD BABY! I missed that one day because of your incompetence! I will never forget this horrible experience with all these people and airlines. We will do everything to have you (AUDREY MEDILLO) and all other staffs who were part of this issue receive the appropriate action needed. By the way, I arrived well and no problem nor little issue with the documents I have provided and showed to you. I'm here in FUKUOKA JAPAN already and we will never stop until you, your crew and airlines will be accountable for the hassle and stress you gave me and my family yesterday. You're lucky because cebu paciific doesn't have flight to FUKUOKA today, I ‘m looking for a staff or anyone I can talk to. Make sure to compensate us for all the trouble you made. Once again, we will contact you soon MS. AUDREY MEDILLO. Kindly wait because we will never stop until you get what you all deserve. We will never recommend your airline to anyone. Very poor customer service and poor handling of passenger concerns!

Nov. 13, 2017 I had a flight from Manila to Cebu City to do an island hopping in the provinces nearby.in Cebu airport I was surprised and devastated that my luggage are totally broken, missing parts like wheels and is now wrapped in plastic.

I was told to wait 10days. Its 28days now! and I just back home! Obviously I need to buy a new one and squeezed the rest on my backpack! I wont travelling for 3 weeks with a broken one right!? Im in a holiday! Then I got a call telling me they gonna replace my luggage with a luggage itself! They dont even ask how much did I bought for my luggage the fact I bought it in Singapore! 5.5k wasnt that much! But the hassle and obviously I already got a new one! What do you want me to do with your replacement? And I need to pick it up in the airport? And does your replacement is really the equivalent of my luggage!? I dont need another luggaged. I need the cash value of my luggage itself.
ivy. [protected]@gmail.com

Last nov 20 nagpabook po ako ng ticket sa isang ticketing office ang ticket fare nun is P1902 cebu to mnl. Here comes na nag check ako ngayon sa flight ko sa cebupac na web nakita ko doon ang ticket fare ay P1645.65 is it possible po ba na pinatungan nila ang price ng promo fare? I was wonder kasi nung last kung pinabook na ticket eh kung ano lang nasa ticket gnun din yung nabyaran ko dati dto lang huli kong booking parang may mali. Then yung sinend nila sakin na ticket eh nilagyan nila ng price P1902. Need po ako ng kasagutan pls reply asap

I arrived today around 8:15pm 12/25/2017 at Davao international airport upon claiming my baggage I found out that my baggage is missing I'm waiting there but nothing came out. 😡😡😡😡 it's really inconvenience with me. I am so upset what happened of all baggage.until now they cannot provide any info regarding my baggage.please find my baggage I really need it tomorrow.

I have a connecting flight iloilo-manila-dubai. From iloilo they check in my luggage directly to my next flight. But there is something wrong with my visa so i was offloaded. I was looking for my luggage and they said it was directly transferred to my next flight to dubai. So i was expecting that my luggage will be in dubai the next day. But it not there. Please help me find my luggage. I have important papers inside. Thank you

On our arrival at Ninoy Internation Airport Terminal 3 Last Dec 7 2017, We are seaching for 1 of our luggage but unfortunatly one of our service crew informed us that mybe our luggage are left at Kota Kinabalu or maybe upload from different flight. Cebu Pacific Service Crew informed us that once our luggage has been found it will be delivered on the address that we provide. We wait for couple of day before cebu pacific informed us that our luggage has been found and upon checking our luggage infront of cebu pacific delivery man we found out that their are allot missing items such as ATM Card and 3 Expensive wactches in our luggage and the side of our luggage was been slash. We report the incident at your costumer service Ms. Krizzel Gutierrez and Mr Fahad Kadir thru email coz they are the two employee of cebu pacific who email us with regards our luggage. Since that date we are waiting feedback with regards our missing item but your staff ingonoring our email. We look forward that your company take action with regard to the missing items missing in our luggage

I called the hotline of Cebu Pacific (Singapore) around 1020pm (14/12/17) after a numerous attempts, a certain CJ (guy) answered the call (waited for almost half an hour since my call was actually put on hold and at times Singtel informing me that the number 315 80808 was not in use). I gave him the necessary details for the rebooking since my reason for calling was for the payment of the terminal fee Pph550 in order to push through the reservation and to save the preferred flight sched as per adviced from the previous representative named Christine. Cj, gave me the most unpleasant experience calling in your hotline, first he gave me the wrong information about ADDITIONAL CHARGES which is the call center fee of 750 something due to "manually decline" the whatsoever he's trying to tell me which is the previous rep didn't mention anything about that, she only specified the TERMINAL FEE which is the 550php, and CJ LITERALLY GAVE ME THE WRONG INFO if you could listen to the recording he stated the additional fee is due to additional baggage WHICH I DID NOT REQUESTED ANY.. He apologised and put me on hold, Instinctively, I already have this feeling that he might do something. Lo and behold the line was breaking up when he get back on me, I'm not surprised at all, and he released the call, wow! the nerve! Please do something about that. He is representing your company, I fervently hope that he will not breed, he is a liability to Cebu Pacific.. To be specific that CJ has a voice of a "gay person", not implying that he is.

Disappointed Customer,
-Rica (sister of the passenger)

My husband was booked for a flight last dec 6, 2017 1pm flight pagadian to cebu. His flight was cancelled for unknown reason and was transferred to ozamis for a 4pm flight. After travelling for 2hours to ozamis, he noticed that cebu pacific personels were roaming around asking anybody to give up their flight tickets in exchange for 3000 pesos and a free rountrip ticket. Nobody wanted to give up because they all had theur reasons that they should arrive to cebu on that day. Solution? Well, cebu pacific cancelled the entire flight! And so all were supposed to fly again the following day 6am (dec 7) ozamis cebu. But, it was then delayed to 835am. And then, now its been delayed again and moved to 935am.
Cebu pa ific, pls, you better shut down your business. The filipino people doesnt deserve this kind of treatment. If we only have another option we would never fly with you. WORST airline in the history of mankind. People have matters to attend, important ones.

I would like to share our horrible experience with Cebu Pacific Air. My name is Vicky Cruz and our family is based in Singapore. My parents in Manila, both senior citizens, were scheduled to fly to Bali from NAIA (QFTH9N and SIL8PH) early morning today, 5th December 2017. A week ago when they learned about Bali's Volcano situation, they already called your office requesting for your consideration to rebook their flight without any applicable charges. They were told that their request will have to go through management approval. No update was given to our parents during that week. Yesterday, when my mum again called to follow up on the request, she was surprised to find out that the only option available to them is to either push through with the original flight booking or to rebook the flight with additional charges. She then requested if she could reroute the flight and pay additional charges as needed. She was again told that her request will be sent for management approval. My mother's blood pressure spiked while coordinating with your airline about this change. She got very upset because she did not want to disappoint us, because we (her children) had paid for their airfare. I was informed by my sister from Manila of what happened, so I decided to settle this issue myself. I had been messaging Cebu Pac (through Facebook) since last night and found out about the only option you could give to those who have flights to Bali is to push through with it. I even tried to make an overseas call today, 05 Dec, only to find out that my parents' flight from Manila to Bali had already been forfeited and could no longer be rebooked nor retrieved.

Cebu Pacific Air, please note that my family was also set to fly to Bali yesterday 04 Dec via AirAsia together with my other sister's family who would be coming from Australia via Jetstar. In our cases, we were both given options to refund or rebook without any additional charges. Kindly understand that we could not in good conscience let our elderly parents push through the flight to Bali by themselves given the potential hazards. It already sounded horrible that you were still encouraging them to fly to that place! We were only requesting to at least rebook or reroute the flight and even pay for additional charges but this request was not granted. This is so disappointing! With this, we would be compelled to call attention to our situation via social media and no longer use any of your airline's services.

I hope that this matter will be given attention by your officials. I would probably understand if the airline could not extend assistance to me if my family were the affected passengers. But for two elderly clients, given the imminent danger in Bali, at the very least you could have been more considerate.

Yours truly,

Mrs Vicky Cruz

Singapore +[protected]