Cebu Pacific Air
reviews and complaints

Dear sir/madam
I am writing this letter of complaint to you for the way me and my family were treated and the lack of help we didn't, t get. We left olongapo city at 02:45 on the 14th August 2018 on the bus for the 3 hour journey to Manila, we finally arrived at the airport at 08:16am for the 08:35 flight to Davao due to adverse weather conditions and heavy traffic. We spoke to 1 of your staff and apologised for been late, she wasn't sympathic at all, she said we were to late to board the last time was 07:50 and we would need to rebook. My wife went over to the desk and they gave her a couple of options if we caught the 13:00pm flight we would have to pay 8, 000 pesos per person or we could catch the 16:25pm flight we would still be charged 17, 000 pesos. I asked the lady if there was space on the earlier flights that were due out she replied yes, so I asked her why we couldn't be put on them to fill the plane instead of it flying with empty seats, she couldn, t answer that she walked away. There was lack of interest to help us even with to children all she was bothered about was to charge us extra money with me being a foreigner. A ll she keep saying was I can only move you forward 1flight but that would cost an extra 1, 500 per person on top of the 17, 000 pesos she had already charged us. At 09:15am we spoke to a Filipino couple who were the same as us they were late for the 09:00am flight they went to rebook and were offered a flight for 11:00am at a price of 3, 500 per person. So why couldn, t we have been offered that fight at that price instead of having to wait 7 hours in the airport with 2 children the youngest been 3 years old. I went to the desk to ask the question she totally just ignored me walked away and started to serve another customer. I am not very happy to be treated like that and been ignored and I won't be using the airline again and will make sure people know about it unless some action is taken. If not I will report you to the Tulfo brothers at mandaluyong so that they can sort and assist us with this complaint I have all the evidence I need.

Thanks. Ian & emie smith

I book a ticket through online in goto gate.Going to Philippines with southern China airlines there is no any issue with my laguages but when I come back here there is issue about my laguages.I pay for 20 kilos for cebu Pacific flight METB5T on August 13.I pay extra for my information about my trip.But when I arrived I. Airport the counter said I have only 15kilos.How come it's happened I pay 20 kilos I have confirmation trip 20kilos and my ticket its shows 20kilos.I don't even understand why it's says that I have only 15kilos instead of 20.I am just really dissapointed what I experience in your airlines.Here all my details.
Hope to hear from you soon.

Regards,

Rosalyn

nag book po ako ng flight kahapon mga 5:44pm sa cebupacificair.com ang na book ko pong passenger ay si Cornelio Pausal at binayaran ko poh ito through GCash American Express Virtual Pay with reference no. [protected]. at ito po ay na received ng cebu pacific air on 08-16-18 5:45 pm, pero ang nangyari wala pong booking confirmation ang dumating sa email ([protected]@gmail.com) ko... kaya gusto ko po sanang refund nyo nalang poh ang nabayad kung pera worth 6, 777.08 kasi hindi naman poh na confirm ang flight ng relative ko sayang ang pera. Kaya sana itoy inyong tugunan ng pansin. SALAMAT!

Hi, we are booked Jan 25 2019 clark-hk 4:20pm, and Jan 28 hk-clark 7:20pm but now they changed the time from 4:20 to 7:30 then 7:20 to 10:30. we chose that time because the next day Jan. 29 my kids are going to school, if you change that to 10:30 our time of arrival in clark is already 12:30am Jan. 29, meaning they could no longer attend their school jan. 29. We chose that time taking that into consideration. Why does this company is so insensitive of their customers. They changed just like that? We already paid for the fare, we just want to get the money back. Such a difficult company.

On my arrival in Sydney I forgot my sunglasses on my sit when I left the airplane, less then 30 seconds after I came back to collect them, was not allowed to go back and neither any of the staff went to look for them.
I had to wait for at least ten minutes for everyone to leave the airplane and only after someone went to check on it.

Obviously it's my own responsibility that should have not forget them, but this is a truly bad policy and not care for the customer, has this give time for someone to take the glasses or whatever someone forgets.

It's the second time I have problems flying with Cebu, and never had any problem with any other company.

Last time with Cebu for me, don't recommend it to anyone

I booked flights today on Cebu Pacific (MNL-BCD) and I was unexpectedly charged for a meal, insurance, and seat selection -- none of which I chose . I saw these charges when I received an e-mailed confirmation of my booking. I immediately called the customer service line, but the agent refused to refund these fees. She also refused to at least change the assigned selections despite the fact that the booking was made less than 12 hours ago

I was charged a seat selection fee -- and it said that I booked a middle seat in the back of the plane. I am flying with an infant in my lap, so I certainly would not have selected and paid extra for a middle seat in the back of the plane. In addition, it said that I selected a chicken sandwich -- I am vegetarian so I would not have made this selection. In addition to that, the flight is at 4am and is only 1 hour in duration -- not a time during which I would request a meal.

I am requesting either a refund of the charges for insurance, seat selection, and meal selection OR that the meal and seat selection that was defaulted in the system be changed to something that I would have picked (e.g. NOT a meat sandwich, and an aisle seat towards the front that would easily allow me to handle my infant son in my lap).

My name is Dimiter Yordanov, , your customer on flight 5J538, SIN to CRK, today August 7. Just had an extremely unpleasant encounter with your shift supervisor in Singapore (who refused to show me a business card or any ID) and the lady who doid document verification at the designeated kiosk at about 15:55 today (August 7, 2018). At issue is the series of questions alegedly they are required to ask as to how will i be leaving the cou try of my destination. My position is, it is none of your business, and furthermore, they are in no position to determine the paperwork I show them is valid or not. I can easily tyoe a fake document in word and print it, but why is this necessary at all? It is for Im igration authorities to determine if somebody is admissible ina cou tey ot not, not the airline employees.

Please provides the employee number and names of the following individuals:

1. Shift supervisor who talked to me, and
2. Clerk manning the "document verification" counter.

Additionally, please state the reason why you waste time and money doing this? I am nkt against verification if you have a valid reason to do so mandated by law, but i do nkt accept profit maxi izing drive as a valid reason.

Ineedless to say i am fuming, and reserve the right to escalate the issue to the forum and by means of my choosing. I will appreciate your offi ial position stated promptly and succintly, by an authorised officer of the company.

Thank you for yoyr attention.

Regards,
D. Y.

Sir/ Madam:

I am Arabella B. Arsenio, and just arrived this morning ( 9:10 am - 10:35am, MNL - BCD ) with Flight No. 5J 485 . My problem is that may baggage was not included in my flight and i informed the costumer service immediately and they let me signed the Property Irregularity Form and told me what happened to my baggage and once it will arrive in Bacolod they will send it to my house. But until now i have not received any messages or emails from your office with the status of my baggage.

Please be informed that i need that baggage immediately and i am requesting for a delayed compensation that you have cause.

Hoping for your immediate and favorable action on this matter.
You may contact me on this number [protected] or [protected].

Respectfully yours,

Arabella B. Arsenio

Good day Cebu Pacific!
I am complaining regarding my transaction made last July 23, 2018. I was unsuccesful for flight booking using my BPI credit card for a Clark-Singapore back and forth flight for November 2-5, 2018. Confirmations are cancelled and no e-mail was sent to me for our flight with 5persons amounting to P67, 798.10. Since no email confirmation was sent to me for my BPI transaction, we tried another credit card, Citibank of my friend which is one of the persons booked named Ana Liza
S. Danan and it was a succesful transaction with email confirmation in it. My problem now is how to retrieve back or cancel the one that was credited on my BPI account. The flights that are booked are the same persons and dates. Kindly assist me on this since I already confirmed with BPI that it was charged on my account and that they need a "cancellation memo" from you so that the charges on our flight won't be doubled. I hope to hear from you regarding this matter. Thanks, Claire S. Go

My friend and I booked a ticket to Korea. As soon as we booked our back and forth ticket to Korea we also booked a back and forth ticket from here in our place to Manila because we're coming fom the airport of Laguindingan iNternational airport then yesterday just received a txt from the person who booked our ticket that our flight is moved. Our concern is that our flight from korea to Manila then Manila to Laguindingan Airport has conflicted. It is not actually conflicted but we have a short of time to transfer. And we all know that we need much time like 2 hrs before the flight. I hope that you can take an action for this. Hope that can move our flight without a pay because it's not oir fault. It's not us who moved the flight. Thank you. You can contact me through this +[protected]

I booked my ticket using my paypal but failed to transact. When I checked the "Manage Booking" Section there's no ticket that needs a payment. So I tried to rebook again my flight.

When I pay using paypal again, it prompted me there's already a duplicate booking so I can't use my paypal anymore instead to insert my card details. I submit the card info and still there's already a duplicate booking.

I paid at BDO this yesterday (July 27, 2018) for 2 tickets with booking reference -VE4IPZ (Ms. Mediana) and VY2K4F (Ms. Tamura).
And still I dont received the confirmation yet in my email. I already checked the managing booking and viewed my itinerary receipt but it indicated that "Confirmed with amount due". Why is that ? When i can received the confirmation? Your reply will be much appreciated. Thank you.

Name: Thelma V. Suarez
July 25 flight 448
Paid seat is 1A

My 80 yr old mother was asked by the ground steward that she will be transfered to seat 3C forcefully and convinced her to seat on that 3rd row.

A) Not because she is old.. anyone of you has NO RIGHTS to change the SEAT NUMBER which I PAID for to be convenient.

B) What is the pount of buying seats online for convenience if you will only CHANGE THE SEAT OF AN 80 YR OLD WOMAN.

C) I WILL FILE A CASE if you donot sort out these problem with your ground steward assisting in giving boarding pass.

D) I REQUEST FOR A FULL REFUND of the inconvenience and also a FORCE KICK OUT RESIGNATION of that assigned crew on that very day of July 25, 2018 flight 488

C) I will be waiting for your immediate reply and email me within 24hrs at [protected]@gmail.com

Atty Josephine Suarez

Hi I have booked Manila to Tacloban dated January 21 to 24 2019 with the price of 2, 696.72 php. Upon paying via master card my card got declined and afterwards my flight got cancelled. I was told that I have 24 hrs to pay but by that time it was around 7:00 PM. I was not able to settle this immediately due to I was in a family meeting.

Reference Number: [protected]
Booking date July 17, 2018

Please do contact me immediately regarding this matter. Thank you.

Hi, I availed the Pisofare early this morning . Booked total of four flights from Davao to Manila. I filled out all the information and chose the payment center as mode of payment . On the screen it says your itinerary sent to your email address which Im positive that the booking confirmation number will be shown there(pended itinerary). I checked my email /inbox now, but, I haven't received any itinerary from Cebu pac. I'm worried coz 7/11 kiosk is not working . And other payment centers will be closing until 5 or 6pm /business hours. Wanted to pay it this morning. Please help!

Today 09 Jul 2018 @ around 1705H, I traveled from OZA to CEB DG 6794. when I reached MCIA, one of my wheel was discovered detached. I am sure, this was due to mishandling by your ground staff either OZA or CEB.

Please find the attached photos. I would like to claim for damages. I could not approach to your office in Cebu because I have a connecting international flight bound to HKG-MILAN-Helsinki.

I this regard, I would like my wife Ms. Mona P Jabla to proceed filing on my behalf.

On June 28th I purchased a ticket from Cebu airlines. I received a confirmed booking -
Status: CONFIRMED - Booking Date: Thurs. June 28, Booking Reference XDD88Z.

In addition, Cebu charged my credit card for the full amount and the charges DID GO THROUGH ON June 29th!

Then, when the passenger went to the airport to board the plane one week later - the person at the counter said the credit card had been denied. I have legal proof this is NOT TRUE and Amazon Visa will be filing a complaint against the money that Cebu has charged (and gotten). This was a lie from the person at the counter - Cebu charged my credit card for the ticket and my credit card paid the amount and it went through.

While trying to fix this problem, I called all of your numbers in Hong Kong and nobody would answer (great customer service). So, I had to call the Philippines! That person did confirm that my ticket was confirmed and that they had charged me. When I asked for a supervisor she refused to forward me to one and hung up on me. At your office in TST, you refused to tell me if my ticket will be refunded and refused to put anything in writing or to give me any confirmation. I called and spoke to a representative and waited for a phone call back that never came.

I will be filing a complaint with the Federal Aviation Administration (FAA) and the U.S. Department of Transportation where it will be recorded. This complaint will be recorded and then used to further evaluate your airline. The Department of Transportation publishes a monthly Air Travel Consumer Report that relies on customer complaints.

In addition, I will also be contacting Wichita State University in regards to their annual Airline Quality Rating where the AQR ranks airlines on such things as denied boardings (and other things) This publication attracts considerable media and attention and I want you to take me seriously as the way this was handled is completely unacceptable on several different accounts.

Your response to this (or lack of) will also go into my report and complaints filed.

I will also be looking for an Aviation Consumer Protection Division in Hong Kong to file the complaint there as well.

You can reach me at [protected]@gmail.com.

Sincerely,

T. Sanders

Hi cebu pac please tell and train your staff to treat tha passenger in proper way.
Shout out to your staff at gate 134b dated july 6 espcially to that abby. Why you hire those kind of attitude.Kaya nga kayo my staff para i guide ang passenger wala syang karapatan na supladahan ang isang pasahero na walang kamuwang muwang naawa ako dun kay kuya.tapos lakas laks pa ng boses pinagmamalaki nya ang kasupladahan nya towards the passenger.

Hello. Whenever I have a domestic flight I always go by cebu pacific and last time when I went to Bangkok I also booked Cebu Paicific because eventhough its a low cost airline the service is still good until mishandling of bag happend. I booked a flight 5J 457 manila to iloilo and the flight time was 9:40 in the morning. I took the morning flight so that I can go home to antique earlier. When we arrived at Iloilo International Airport I waited for my luggag to arrive. I have two luggages one hand carry and one suitcase. The suitcase went first and I waited for almost 5 minutes for my hand carry bag and I was shocked when I didn't saw my hand carry bag I went to ask and the staff told me that THEY LEFT MY HAND BAG IN MANILA AND IT WILL ARRIVE BY 12PM. I was really upset ans asked why did my hand bag was left behind when my suitcase is already here? The stadd didn't gave me a definite answer and the staff took first the needs of other guests instead of me eventhough I came first. I DIDNT EVEN RECEIVE A SORRY. I have experience working in the service industry and never did I expect that this would happend. Now Im wondering if I would book again your airlines. Please solve this kind of problem because its really irritating. Like for me I have to go back home and my home is really far. I need to wait for more than two hours in the airport with no food and still tired of my flight. I hope you take action on this.