SUBMIT A COMPLAINT

Cebu Pacific Airinefficient handling of request for a name change for flight

Date of incident - since april 10, 2017
Full description of incident:
This refers to my request for a name change for flight with confirmation/booking reference dbicsj, which is being handled by cebupacific inefficiently.

The following are chronology of events/communications with cebu pacific.
1) april 10 - called up customer service to inquire about the process for changing the names of passenger. custom service agent informed of the following requirements that need to be submitted: scanned copy of letter of authorization for name change; 1 valid id of original and new passenger and email the same to [protected]@cebupacificair.com

2) april 10 - shane of service desk - call center (under email address [protected]@@cebupacificair.com acknowledged my email and replied that a proforma letter of authorization need to be submitted.

How come from the very start the service desk didnt inform me that what is required is for me to fill up their proforma letter of authorization.

3) april 17 - i emailed the pro-forma letter of authorization together (in view of the holy week, i was just able to submit the proforma this day)

4) april 18 - retch of service desk (different call agent) - informed me through email that i need to submit a revised pro-forma letter of authorization with contact details of the new passenger.

5) april 24 - i replied and provided the contact details of the new passenger.
Below is my email to them -

" on mon, 24 apr 2017 at 8:53 am, lor na sombe
wrote:
Here is the contact details of ms. cristy adorio -
[protected]; [protected]
Why is your process like this. at first, you provided a list of
Requirements for name change (authorization letter, ids),
Which i submitted.

Then after a few days you will get back at me saying that you
Have your own pro forma authorization letter. then i
Complied.

Now that i submitted your proforma letter you will tell me to
Submit another authorizarion letter just to have the contact
Details of ms. adorio. isnt that so inefficient of
Cebupac's process.
you require details piece by piece.

I just send now to you her contact details. hope our request
Will now be processed."

6) may 5 - i followed up my request thru email

7) may 5 - aj (another different call agent) replied saying that a revised letter of authorization, the contact details of the new passenger should be indicated in the revised letter of authorization.

8) may 5 - i emailed back and told them that i have already sent the contact details.

9) may 5 - kb (another different call agent) - emailed back and told me that the contact details need to be inputted in the letter of authorization.
Now i am really pissed off -----
- what is the logic here??? i emailed already the contact details, they have the letter of authorization, why not they themselves put the contact details in the letter...they only need the contact details...why do i have to revise the letter of authorization???

10) may 8 - just to have my request processes, i emailed the revised letter of authorization bearing the contact details of the new passenger, which i just wrote on the previously submitted letter of authority.

Pissed off...as i was out of town and have no access to the previously submitted letter of authority.

11) may 8 - mitch (another different call agent) replied acknowledging receipt of the revised letter of authorization. this time she is asking for my valid id...too pissed off already. come on...this is a new requirement!!! which was not asked from the very start!!!

So inefficient cebu pacific!!!

Pls see the email thread below for more information:

Icsj // may 14, 2017, 18:10
Monday, may 8, 2017 1:03 pm
mark as unread

From:
"ceb name change"
To:
"lor na sombe"

Raw message printable view

Hi ms. lorna,

Good day!

This is to acknowledge the receipt of the letter of authorization for name change.

For the completion of the required documents under name change policy, kindly submit the copy of valid id of ms. lorna sombe with visible signature.

Once all documents are received and request is approved, name change fee must be settled up to 4 hours (72 hours for us flight) prior the departure date using a credit or debit card (visa or mastercard only)

Should you have further clarification regarding name correction/change, please let us know or contact us through our 24/7 hotline:
Manila: (+[protected]
Cebu: (+[protected]
Hong kong: (+852) [protected]
Singapore: (+65) [protected]
Australia: (+[protected]
Usa toll free: 1-855-5cebpac
Korea: +[protected] to 51

Thank you,
Mitch
Service desk – call center mnl
Cebu air, inc. cebu pacific bldg, domestic airport road, pasay city, 1301 philippines, philippines
Www.cebupacificair.com

________________________________________
From: lor na sombe [[protected]@yahoo.com.ph]
Sent: monday, may 08, 2017 8:20 am
To: ceb name change
Subject: re: followup on request re: name change// dbicsj // may 14, 2017, 18:10

Dear gentlemen,

Here is the revised letter of authorization with contact details of the new passenger.

Kindly facilitate my request.
Thanks,
Lorna

--------------------------------------------
On fri, 5/5/17, ceb name change wrote:

Subject: re: followup on request re: name change// dbicsj // may 14, 2017, 18:10
To: "[protected]@yahoo.com.ph"
Date: friday, may 5, 2017, 11:01 pm

#yiv2818166035 p {
Margin-bottom:0px;margin-top:0px;}

Dear sir/
Ma'am,

This is to acknowledge the receipt of your email.

We have already received your email with contact number of the
Guest, however it must be indicated on the letter of
Authorization.

Kindlysend us the revised letter of authorization subject for
Evaluation and approval.

Should you have further
Clarification regarding name correction/change, please let
Us know or contact us through our 24/7
Hotline:
Manila: (+[protected]

Cebu: (+[protected]

Hong kong: (+852) [protected]

Singapore: (+65)
[protected]
Australia: (+612)
[protected]
Usa toll free: 1-855-5cebpac

Korea: +[protected] to
51

Thank
You,
kb
Service desk – call center
Mnl

Cebu air, inc. cebu pacific bldg,
Domestic airport road, pasay city, 1301
Philippines,
Philippines

Www.cebupacificair.com

From: lor na sombe
[[protected]@yahoo.com.ph]

Sent: friday, may 05, 2017 10:11 am

To: ceb name change

Subject: re: followup on request re: name change//
Dbicsj // may 14, 2017, 18:10

Pls see my email thread here i have sent the contact
Details of the new passenger here.
I am out of the office and i cant just email the scanned copy
With contact details.

If you only need the contact details, i already sent the mobile
Number. you can just add the moble number to the
Authorization letter i have sent.

Lorna

Sent from yahoo mail on android

On fri, 5 may 2017 at 8:00 am, ceb name change
wrote:

#yiv2818166035 p {
Margin-bottom:0px;margin-top:0px;}

Dear sir/ma'am,

Good
Day!

For the completion of the required documents for name change,
Kindly send us revise letter of authorization for name
Change with contact details of the new
Passenger.

Upon receipt of the said
Document, the case will be subject for evaluation and
Approval. please send us the necessary documents
more than 4 hours prior the
Departure.

Should you have further
Clarification regarding name correction/change, please let
Us know or contact us through our 24/7
Hotline:
Manila: (+[protected]

Cebu: (+[protected]

Hong kong: (+852) [protected]

Singapore: (+65)
[protected]
Australia: (+612)
[protected]
Usa toll free: 1-855-5cebpac

Korea: +[protected] to
51

Thank
You,
Aj
Service desk – call center
Mnl

Cebu air, inc. cebu pacific bldg, domestic airport road,
Pasay city, 1301 philippines,
Philippines

Www.cebupacificair.com

From: lor na sombe
[[protected]@yahoo.com.ph]

Sent: friday, may 05, 2017 6:36 am

To: ceb name change

Subject: fw: followup on request re: name change//
Dbicsj // may 14, 2017, 18:10

Good day gentlemen,

May i follow up for my request for name change of subject
Flight.
It has been 3 weeks already and no feedback yet.

Sent
From yahoo mail on android

On mon, 24 apr 2017 at 8:53 am, lor na sombe
wrote:

Here is the contact details of ms. cristy adorio -
[protected]; [protected]

Why is your process like this. at first, you provided a list of
Requirements for name change (authorization letter, ids),
Which i submitted.

Then after a few days you will get back at me saying that you
Have your own pro forma authorization letter. then i
Complied.

Now that i submitted your proforma letter you will tell me to
Submit another authorizarion letter just to have the contact
Details of ms. adorio. isnt that so inefficient of
Cebupac's process.
you require details piece by piece.

I just send now to you her contact details. hope our request
Will now be processed.

Thank
You.
Lorna

Sent
From yahoo mail on android

On tue, 18 apr 2017 at 1:41 pm, ceb name change
wrote:

Dear sir / ma'am,

The documents went through evaluation; however contact
Details of new passenger is not indicated.

In line with this, may we request to submit a revised
Authorization letter with contact details of ms. cristy
Adorio?

I am soliciting your kind understanding regarding the
Matter.

Thank you,

Retch

Service desk – call center mnl

Cebu air, inc. cebu pacific bldg, domestic airport road,
Pasay city, 1301 philippines, philippines

Www.cebupacificair.com

________________________________________

From: lor na sombe [[protected]@yahoo.com.ph]

Sent: tuesday, april 18, 2017 8:24 am

To: ceb name change

Subject: followup on request re: name change// dbicsj // may
14, 2017, 18:10

--- on mon, 4/17/17, lor na sombe
Wrote:

> from: lor na sombe

> subject: re: name change// booking reference // may 14,
2017, 18:10

> to: "ceb name change"

> date: monday, april 17, 2017, 7:47 am

> dear gentlemen,

> attached is the authorization letter

> for the subject request.

> thanks, kindly advise as soon as

> possible.

>

> lorna sombe
> --------------------------------------------

> on mon, 4/10/17, ceb name change

> wrote:

> subject: re: name change// booking

> reference // may 14, 2017, 18:10

> to: "lor na sombe"

> cc: "[protected]@gmail.com"

>

> date: monday, april 10, 2017, 11:21

> am

>

> #yiv0562930517 p {

> margin-bottom:0px;margin-top:0px;}

> dear sir/ ma'am,

> this is to acknowledge the receipt of

> your email.

> may we request to please send

> pro-forma authorization letter

> (attached)– filled out by the

> original passenger and

> signed by both original and new

> passenger?

> upon

> receipt of the said documents,

> the case will be subject for

> evaluation and approval. please send

> us the necessary

> documents more than 4 hours (72 hours

> for us flight) prior

> the departure.

> should

> you have further clarification

> regarding name

> correction/change, please let us know

> or contact us through

> our 24/7 hotline:

> manila:

> (+[protected]

> cebu:

> (+[protected]

> hong

> kong: (+852) [protected]

> singapore:

> (+65) [protected]

> australia:

> (+[protected]

> usa

> toll free: 1-855-5cebpac

> thank you,

> shane
> service desk – call center mnl
> cebu air, inc. cebu pacific bldg,
> domestic airport road,
> pasay city, 1301 philippines,
> philippines
> www.cebupacificair.com
> ________________________________________

> from: lor na sombe [[protected]@yahoo.com.ph]

> sent: monday, april 10, 2017 10:57 am
> to: ceb name change
> cc:
[protected]@gmail.com
> subject: name change// booking
> reference // may 14, 2017,

> 18:10

>

>

>

> dear gentlement:

>

>

>

> attached are the following documents

> in relation to my

> request for name change for the flight

> on may 14, 2017

>

> with booking reference no. dbicsj:

>

>

>

> 1. scanned copy of my letter of

> authorization for the name

> change;

>

>

>

> 2. valid ids of mr. harvey sombe and

> ms. cristy adorio.

>

>

>

> thanks,

> lorna sombe

  • Updated by sombe · May 08, 2017

    pls act on my complaint

  • Updated by sombe · May 08, 2017

    Cebu Pacific charges a lot of fees. Even name change request for flight has a charge of P1650.00. Considering that flight has not consummated yet, I am just requesting for a name change, and I am charged for such amount as if you book another flight. Airline is too greedy and not so customer friendly.

    I believe the charge is too costly for such a request. If charge would pertain to the administrative cost of processing of the name change, said charge is so unreasonable. The airline even providing quality service, flights are always delayed. Even request like this is not timely attended to. Its process for requests are so inefficient.

So
May 08, 2017

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