Cebu Pacific Air
reviews and complaints

Our flyt is 530 am via 5j813 dated 8/31/2017 bound to singapore while on board w my mom a senior citizen i keep on observing your FA if they are going to serve our food but after an hour no food serve so i approach your FA where is our food then i show him my ticket printout w food paid upon booking online last june 2017 but FA said sorry mam you are not included in the list so i said what so i ask him what is his option coz we are hungry but he keep on telling no available food then i told him thats not good then he comes again to me offering coffe and water and noodles then i siad ok then after a minute he told me that there is available beef pares wc they gave us but still its a negligence! One thing more our employee charge my luggage php 1200 we have only 1 luggage and she dont even explain to me how many kilos is my luggage coz i want my luggage to be handcarry but she insist to chek in which i paid w out explaining of informing us what is the proper way to do. Hope to hear uour feeback on this matter. Complainant: Melchora Maiztegui & Vivencia Maiztegui

I would like to formalize our complaint in regards to the unfair treatment of the tacloban airport ground crew to my parents.
My parents were travelling from tacloban to sydney, on the 26th of august 2017 via 5j-652 tac-mnl and connecting flight 5j-39 mnl-syd.
At the check-in counter in tacloban airport, my parents were told by the ground crew that they would not allow my parents to check-in, because they do not have a return ticket, from sydney to manila.
My frail and old parents, both senior citizens, pleaded to be checked-in, telling the crew that their australian visa is valid for 3 years, and allows them to stay in australia for 12 months at every entry. The ground crew and the supervisor unfortunately did not listen to them, instead accused them of not having plans to return to the philippines, because they do not have a return ticket. My mom countered this allegation, and told the ground crew that they have been entering and leaving australia for 6 times already, on tourist visa, and never have they breached the conditions of their visa, eg. They return to the philippines within 1 year of entry.
The ground crew asked my mom to have me on the phone so she could talk to me. I engaged her into a conversation, and asked her the basis of her decision not to allow check-in, but unfortunately, the crew nor the supervisor could not give me a directive or mandate or any law, that authorizes them to act as immigration officers and impose this guideline. As far as I understood, correct me if I am wrong, it is not the duty of the ground crew to disallow check-in just because the passenger does not have a return ticket. This is the role of the immigration department, and never by the ground crew.
This is clearly indicated during on-line booking. Cebu pacific’s note during purchase of international tickets, is only to make sure that passports are valid, and that it is the passenger’s responsibility to secure the necessary visa to be allowed entry to the country of destination. This is also apparent when you call cebu pacific hotline, the ringtone you well get will inform you about visa and passport, but never about a return ticket.
As much as we wanted to contest this matter with the ground crew, with the limited time because the plane was already about to start boarding, we decided to heed-off their insistence, and tried to book online for a return ticket. Unfortunately, no airline could give us a ticket (All not yet available) from australia to the philippines, for the return flight on august 2018. Not even cebu pacific. Please note that my parent’s visa allows them to stay in australia for 12 months in every entry. We asked the ground crew and the customer service hotline, to help us get a booking for my parents for an august 2018 syd-mnl flight, but even more frustrating is that they could not help us. There were just no available flights yet for these dates. We were dismayed because we wanted to comply with the ground crew’s personal requirement for check-in, but there is no way that we can comply because there were no available flights 12 months from their date of departure!
My senior citizen parents were in total anguish and anxiety, as they could not go back to samar with all their bags/luggage just because they were not allowed to travel by the ground crew. To temporarily solve this misery, we decided to book for an unwanted cebu pacific syd-mnl ticket, dated january 2018, shorter than the plans of keeping them here in australia for a year. Just to be allowed to travel. Please note that this flight is unplanned and unwanted, and was booked only to get them past through the ground crew in tacloban. This incident did not give us our liberty to choose our desired date of return, but has limited our choice to only cebu pacific, because if we ‘book from another airline’, it will take the ground crew so much time to verify the ticket from the other airline, and will cause more delays in checking-in my parents.
I will make sure that this complaint reaches the right regulatory agencies, if we will not receive the right answers from cebu pacific. Specifically:
1. What law or directive is the basis of this action of the ground crew and the supervisor in tacloban? I have given you the flight number and date, so you know who were attending the counter at that time. Our booking reference is acbs3t.
2. Going tnt or planning not to return is a concern of the country of arrival and never the concern of the airline crew. The ground crew has no right to insinuate this, and insult my frail and old senior citizen parents on a matter that is not clear to the ground crew herself. I want to know what is cebu pacific’s plan on this.
3. We have booked for an unwanted and unplanned sydney-manila ticket. We wish to be refunded, including booking fees and credit card processing fees for this.
4. If someone is concerned that my parents do not have a return ticket, and would not want to go back to the philippines, it would be the immigration of australia, or for my parent’s protection it should be the worry of the immigration of the philippines. Never is this a concern of the ground crew. Please educate me if I am wrong, otherwise please let me know how you will educate your tacloban crew.
5. Let us know how you plan to address the visa allowance of 12 months stay, when your airline (Or other airlines) do not have available tickets, one year from the date of departure. How can this be possibly complied? Do you want to dictate that tourists should only have a holiday for only a few months, and deny them liberty to enjoy their holiday?

I would like to file a complaint against cebu pacific flight DG 6927 bound for butuan, last August 22, 2017. We were about to land, we felt a slight shake, followed by another one, and suddenly it got worst (like we were riding a roller coaster ride, but worst than that). Everyone was screaming, crying, and praying for God's help. The roller coaster ride lasted for almost 15 mins. We thought that was the end of our lives, that the plane will be going to crash. We felt like death was near. Then the pilot nervously announced that they performed a missed approach landing in Butuan due to bad weather . Why didn't they cancelled the flight earlier, why did they pursue the landing infact they already knew there was a bad weather? After 2 extensive hours in the air, we safely went back to Cebu. Upon deplaning, we got no advice from Cebupacific staff on what to do, my friends were traumatized. We talked with the supervisor relaying what happened during our flight, and we demanded for explaination from them what caused the situation earlier, and if we could avail a free accommodation and meals since our flight was cancelled. But unfortunately, cebu pacific can only offer meals for the night and rerouting or refund for the flight. No additional services offered, we felt like our experience during the flight and our trauma were disregarded. Can you please investigate what truly happened on that said flight?

Hi I cancelled the booking above and you allowed a travel fund.
Honestly I think it's not correct because usually air companies make a refund straight to the passanger credit card. You should really change this obsolete policy. This is a bad complaint for you. I will never fly with you again.
Now I am trying to give this travel fund (that I will never use in my life because I am from Italy) to a friend. How much is the fee to change the name?
Waiting for your reply.
Regards
Nadia Aiolfi
Nadia.[protected]@gmail.com

I was put on hold for more than half an hour just to speak to a supervisor.Plus agent hang up. I wanted to complain Cham Japor with [protected] who hang up the phone. I was asking for her supervisor to ask for better explanation on why I cannot update the baggage allowance that I just requested previously. I have not paid the amount yet to confirm the changes. She said that she can no longer update it on her end. So I ask for the supervisor. For me to know that sop for this and if I have options but she refuse to give me her supervisor and told me that my reasons are invalid. Cebu Pacific limits their customer to make an update on the ticket even if the flight is not current yet. Plus they will charge you more on just updating the details on your upcoming flight. P 1200 is still a big amount for juat changes on the ticket. Same thing for added service like baggage once changed you are not allowed to change it anymore eventhough you haven't paid it yet. So the request was still pending but they consider it as final which is unfair for us as their customer. That's why I am complaining the company itself for not having a good considerations to their customer. Not concern with customer qho was on hold over the phone and that call cost them already a lot, which ended to inefficient customer service. They are only taking a lot of money with those rules that they impose. I hope somebody could take a better look to the policies of Cebu Pacific Air.

Dear staff,
over the years, most of the time I attempt to use your booking web site, it does not function. Recently, I actually managed to book a ticket for my wife, Sat Sept 16 Langandingan 1205/Mnla/ Syd but was not sent a confirmation. So I tried ringing the 3 telephone numbers in Sydney to confirm. NONE OF THEM FUNCTION! Just a recorded voice mail and then they hang up!
I then rang Singapore and Hong Kong which also do not function. I finally rang the USA and they informed me after some time, that no, there is no record of the ticket for which I have paid for. I have already bought other tickets on PAL for a different leg of our flights, as I couldn't get the booking system to work. My internet system is not otherwise problematic.
Also, I have never been able to become a member of Cebu Air Pacific, as the SYSTEM DOES NOT ALLOW ME TO DO SO. Surely someone is being paid to oversee your communications tel/internet system. Is their work never audited? This is an unbelievably dysfunctional booking system. I hope my e-mail will help you perform better and improve your sales. Obviously I want to use your company, as I make regular trips to and within the RP. Hope you will do me the courtesy of replying. Thank you.
Peter Magee, Sydney.

Good day,
I would like to complain about the rescheduling of my flight. It is very inconvenient that I have now a transit time of more than 11 hours at Singapore Changi airport, before it was 2 hours only. Honestly, I'm pissed off!
I wish you to pay at least my expenses for the longer stay at Singapore airport which was not planned by me and comes with additional costs.
If you want your customers to be satisfied, you should avoid things like this.
Grant me an allowance for my stay there or I will repeat this complaint on a higher/managerial level.

To avoid further complications, grant my request.

Regards from an unsatisfied and angry customer.

Oliver Dangers

+[protected]

Dear Cebu Pacific Airlines,
My friend book online last July 28, 2017 bound to Ilo-Ilo~Mnl. Naki swipe sya sa credit card ko, unfortunately after posting payment a website prompt that booking was unsuccessful because of weak internet connection. My friend booked again sa bayad center (7eleven) na sya nag bayad last july 29. Then today I checked my credit card outstanding balance na charge yung binooked ng friend ko sa credit card ko.
In line with this, I would like to request na paki cancel yung na charge sa credit card ko.
I'm hoping for immediate respond regarding my concern.
Kindly see attached supporting docs for your reference.
Thank you.

I booked for bacolod to manila flight on july 24 / august 8 round trip but i still havent received e-ticket or confirmation to my email but it was charged to my credit card. I also have itinerary receipt but no booking reference number appears. Please assist this problem ASAP. Your help is much appreciated. I also sending you the photos of receipt and tx message of the bank.

Dear Cebu Pacific Airlines,
I book online last march 21 & 24, 2017 bound palawan~cebu and vice versa, unfortunately after posting payment a website prompt that booking was closed & put on hold. Thus, no itinerary being generated.
Then after a few months i found out in my credit card billing it charges then double.
In line with this, i would like to request for a FULL REFUND please!
I'm hoping for immediate respond regarding my concern.
Attached supporting docs for your reference.
Thank you.

m.[protected]@yahoo.com / [protected]

Urgent! We took a flight friday 30 june, 2017 from puerto princesa - palawan to manila with cebu pacific airlines. They keep it our 2 luggages after I couldn't pay the additional fees per kilo they asked. They dont give it back to us. We called more than 4 hours all the customers services phone it was possible to call. Some of them said your luggages are in manila, other employees said they are in puerto. Please an you tell me where my 2 luggages please? I just go back from a cancer my pills are inside the biggest white & black suitcases, I am actually sick I really really really need them... Somebody can help me please? Frederick guillaume.

Hello cebu pacific I book my ticket online last July9, 2017 going to manila-butuan this coming August10 I paid thrue card but until now wala rin akong narereicieve na ticket from my email account kc lagi naku nagp2book online tuwing uwi ko sa province namin but not in cebupack its my 1st time booking online sa cebu pack but I feel disappointed at sisi ako bat sa inyo p ko nagpabook.Hopefully matutulungan nyu akong masulusyunan problema ko

Booked luggage allowance 20kgs and 15kg for my party. Total check-in luggage weight was 35kg for 2 pcs of luggage from tablas to Manila. They made us rearrange the weight so it meets the exact 20kg and 15kg for each bag! And I was with a senior citizen!

I demand an explanation for this logic Cebu Pacific Air! They go in the same [censor] plane! #firsttime #cebupacificsucks

Our itinerary for our Cebu flights said our plane was to leave at 1pm 1st july, from Sydney international airport booking reference number: A8CUKC. When we got to the airport we discovered the flight had been changed to an earlier time, we received no notification of this change and as a result we missed our flight. After much distress Cebu changed our flight to 4th july but that left us stranded in Sydney for 3 nights, after calling Cebu they said their was nothing they could do and told us to log a compliant on their website. We have also loss the prepaid bookings we had made in Manilla and Port Barton for the three nights.
We would like Cebu airline to compensate us for these accommodation expenses, as we will now have to find alternative accommodation.

still no update regarding my concern? I've called, emailed and nagmessage na ko sa fb, pero wala pa din akong update.
nagbook ako nung june 30 @ 2:50 am and yung mode of payment that I chose is thru payment center for 24hrs, so I need to pay for the ticket @july 1 before 2:50 am.
I paid the ticket in 711 june 30 @ 10:57 pm and wala akong natanggap na email ng itinerary ko, so around 11:30 tumawag ako sa hotline nyo and ang sabi delayed lang daw yung pag send ng info about my payment and iuupdate na lang daw ako. Around 7: 30 am may tumawag saken na taga cebu pac and asking for the ar# of the receipt and iuupdate daw ako.
hanggang ngayon wala akong update galing sa inyo.
pls send an update [protected]@gmail.com

i booked online, the piso fare mnla-cebu-mnla., upon payment, it says declined, but when i check my debit card, it was charged., i ididnt get the reference number i was not expecting that my debit card will be charged because they declined my payment., please reach me to my email ad which i also used in my booking, [protected]@yahoo.com

response is very much appreciated

I booked online today and chose the 24hrs reservation at the end of the page it prompts that I can pay now so i tried but gave me an error message. I check the status of my booking after few minutes it still shows that its still on hold for 24hrs. When i tried bookibg over the counter i was advised it doest not exist. When i called the hotline, The contact center rep did not help at all keeps placing me on hold and advised she cannot do anything it was around 1pm today. When i asked for supervisor she said she already escalated the issue and i need to call back after 24-48hrs. When politely insisted for a sup again she place me on hold and disconnected the call.

Dear Cebu Pacific air
I'm Van Le, I'll have small trip from 16 Aug to 20 Aug traveling to Manila. But today I suddenly receive the your email about change schedule of flight from 20 Aug to 21 Aug! How it's possible?
If base on your flight, please change me to earlier date from 20 Aug to 19 Aug. Due to having my own work and bussiness, I can't leave more! Please understand!

Best Regards,

Le Quoc Van
[protected]

this is with regard to our flight last July 22, 2017 Thursday; from Davao to Manila, ETD was 10:10a.m and we are delayed for 2 hours due to technical issues and when we finally left Davao around 1215p.m after few minutes in flight we received an announcement that due to some technical issues (cabin pressure was faulty) we have to land back to Davao and we wer airborne for an hour after the announcement. The way they handled the problems was beyond appalling, everyone was confused to what to do next as their staff don't know what to tell us aside from go to Counter 1 & 2 to either ask for a refund or rebook the flight with no consideration for those other passengers with connecting flight. They managed to transfer me and my husband with our 4 yr old daughter to Philippines Airline PR 2816 after being persistent and left Davao around 1450H. When we reach Manila we assume they transfer our luggage to the same flight and found out it wasn't there at all. We file the baggage delayed in the airport and have it scheduled to be delivered as our daughter' allergy medication was in the suitcase. We received the luggage Saturday night of the 24th June, 2017 1950H. We had bought some things for us to use since arriving in Manila that Thursday, but the hassle and stress that it causes us and the expenses for the new clothes and personal stuffs was just beyond me. We are here in the Philippines for a couple of weeks to visit some family and be flyi back to England soon. I sent a guest feedback form regarding what happen but the reply said to give them 7 working days to get back to me, their customer service number is always busy when I tried. We are leaving the Philippines in 6 days. I never had an experience as stressful as this, I've been to different country and for them to mess things up on a domestic flight is just appalling, their staff are not very helpful and not at all friendly and approachable. I'll never use them again and will definitely warn my friends who are coming to visit their family here in the Philippines to avoid them.

Hi

I tried booking a dgte-manila flight last april 10, but failed maybe due to technical issues. Then i received an email saying "we noticed you didn't confirm your flight booking, so here's a little reminder". I thought to myself, i'll just book tomorrow, april 11, i have some work to do that time, anyway my flight is still on June 15. THAT WAS THE ONLY EMAIL I RECEIVED FROM YOU. So the next day, i successfully booked a ticket with confirmation number T58RRR and i really received a confirmation email this time. To my surprise, i was told by the ground crew when i checked in on the morning of june 15 that i have 2 round trip tickets on the same day, but he confirmed that the other itinerary receipt was not sent as indicated in your system. I was charge doubly because i didn't receive any confirmation on the first attempt. Even your ground crew can confirm that the system says itinerary receipt wasn't sent. When i pay my card account, i didn't double check, and when i ran through the charges, it isnt oit of the ordinary for mu account to have lots of plane fare charges. I travel alot so i went through the bill then paid. Only when the ground crew informed me of what happened that i realized the mistake. I need a refund for this. You have to consider this: think about it: how can i occupy 2 seats at the same time. I wouldn't book another sest for myself had i received your confirmation email. Thank you