Cebu Pacific Air
reviews and complaints

I would like to complain about what happened last March 3, 2017 The flight of my Sister is 5J590 from cebu to manila. While my sister is in the check-in area of cebu pac she has 15kilos baggage For check in but this Agent at the counter told her that she need to pay the excess which is 150pesos and my sister pay that amount directly to him WITHOUT ANY RECEIPT. I just want to clarify if ever you will collect money from passenger for excess bag you'll not give any receipt? Just it? Please response immediately regarding this matter.

Everytime I book a flight where my departure city is from another country, it changes to that country's currency.

I have noticed that when it happens, the same flight charges more when I convert the amount to PHP, compared when the initial departure city is anywhere from the Philippines.

For example, as of this writing, Flight 930 from BKK - MNL, Oct 20, costs 3225 THB (4, 642 PHP).

When I try a roundtrip from Oct 19-20 MNL - BKK, the same flight, 930 from BKK - MNL, costs 4, 221 PHP.

(photos of this example are also attached)

I will lose 400 pesos just because I selected a one way trip from a foreign country.

Cebu Pacific, please correct your currency conversion system, or at least provide a way that I will be able to select PHP during booking, just like what Air Asia provides.

GET go [protected]. !Tourist travelling to Philippines  21/2 to 23/3/2017 thought I would give Cebu Pacific a "Go". Get Go as member [protected].  21/2 5J40 SYD-MNL.  No credit card facilities on board so unable to purchase any food on a long International flight.  27/2 5J581 MNL-CEB. Waiting 1:05 hours @ NAIA to check in and obtain boarding pass. Boarding pass sends me to gate 119 20 minutes before scheduled departure. Departure gate changed to gate 132B. Flight delayed 35 minutes.  28/2 advised by Email that booked 5J416 CEB-KLO delayed 3:30 hours to now to arrive Kalibo @ 10:55 PM. Kalibo is closest airport to Boracay meaning not only do I miss connection with psrtnet flying in from Manila NAIA BUT if lucky I will now arrive Boracay well after midnight.  Cebu Pacific appears "Get going" all out to make it more fun in the Philippines! NOT.
Poor Service and AS A SEASONED TRAVELLER I already regret I have pre- booked other Cebu Pacific flights.

Good Morning. I would like to share to you what we had encountered with Cebu Pacific last February 9. We are from Cagayan de Oro City, booked Cebu Pacific Manila to Hanoi with booking reference V7ZYMY, flight details Manila-Hanoi 5J 744 February 9 ; 10:15PM/Hanoi-Manila 5J 745 February 15; 1:15 AM. At the check in counter, Cebu Pacific staff told us that our passport is below 6 months from the date of expiry, which we have overlook. Human as we are there are things that we over look sometimes. We tried to ask the check in staff to allow us and we will be the one to explain to the Immigration. But she told us that our ticket will be wasted since Vietnam Immigration will not allow us to enter Hanoi due to below six months prior to expiration of our passports. So she advised us that we can re schedule and give us 30 days to finalize our travel dates. The way she explained to us, and the way we understand is that we can re schedule the date and we will not be charge with rebooking fee and penalties. We even told her that we had paid our Halong Bay cruise and hotel accommodations, She lead us to their Supervisor Miss Vanessa Panganiban, so we can get a letter to ask for our travel tax refund. And Miss Vanessa told us after getting our travel tax refund, we can proceed to their ticketing office to re schedule our travel date when we can have our passports renewed.
After getting our travel tax refund, we immediately went to the ticketing office of Cebu Pacific in Terminal 3. While waiting for our turn, we make a long distance call to our tour agency and hotel, informing them what happened, they are kind enough to understand and gave us some options, to reschedule our dates or give us 25% refund.
Then we talk with the ticketing staff and told us that she will give us until March 9 to re schedule our travel dates. We even ask if there is a rebooking fee, then she told us none. We even ask her to help us with our Manila-CDO ticket not to charge us with rebooking fee also, so we can fly back to CDO the following morning, and immediately process the renewal of our passports. Bur she said, they can only re schedule our travel dates on manila-Hanoi and vice versa since we have a problem on our passports. She even suggested that if we really want to fly back to CDO, we just book a new ticket than rebooking, coz its way cheaper than paying for rebooking fee and fare adjustment. We even ask her thrice to consider to waived the rebooking fee and charges, but she keep insisting to us that only Manila-Hanoi and vice versa, they will allow for re schedule without rebooking fees and fare adjustments.
Since we badly need to renew our passports, we bought an expensive ticket back to CdeO the following morning.
When we get home the following morning, February 10, we gather all our requirements and head straight to DFA to renew our passports, asking them consideration and told them what had happened. We even try to ask for a passport extension but they said its only allowed for OFW and medical purposes. So we just request for an early release of our passports since we had already processed for renewal on that day also. Then last Friday, we went back to DFA and told us that we might be getting our passports on Wednesday. March 1. This morning we called Cebu Pacific to inform them the final date for our re schedule flights, only to find out that they will charge us with rebooking fee and fare adjustments. According to Mike Aradasa, Cebu Pacific hotline staff that it was not stated on their files that our flights can be re schedule. It was very disappointing, because the check in counter and ticketing staffs told us that they can re schedule without rebooking fee and fare adjustments, should we have known at the time that they will charge us with rebooking fees and fare adjustments, we may decided to cancel the trip right then and there last February 9, we may not be able to spent expensive tickets back to CdeO the following morning, then we can wait for our schedule flight back to CdeO on February 15, most of all we can ask for a refund on our paid reservations on hotel and Halong Bay Cruise, which they cannot longer refund by now. We have the right to be informed truthfully of those staffs, we can even understand if they have explain to us properly.

My name is Jan Hordijk. I made a booking for my Helper to go back to the Pilipines in March. Booking ref: TEE9FD.
After my booking I realized I made an error in the booking. I immediately called the booking desk to have this corrected. Miss Lucas Martinez from the booking desk offered me to help me, but only if I was willing to pay the full fee for changing flights. On-line the costs of the flight I booked and the alternative flight are the same. Therefore I am surprised this service was not executed for me at zero costs. I find it very unfriendly for making pay a large fee for a small error made during the booking.

The flight booked was: 5J961 (Tuesday 28 Mach). This should read 5J977 for Monday 27 March.

I booked for a flight from puerto princesa to manila in April but there were a mistake and the website checked two booking for the same plane with the same passengers (my husband and i) and i payed for both of them with no refund.
The 2 booking have not been checked the same day and I want to be paid back because it's not my fault.
ID BOOKING [protected]
ID BOOKING: [protected]

Cebu website offered a flight only option or flight plus bag option and also a flight plus bag plus meal option . So of course i took the third option the flight plus bag plus meal as it was advertized as same price as other options. Then i see the meal option plan costed me more money than if i would have picked the flight and bag only option. This was a scam. I dont want the meal any way. I want a refund for that meal. Scam. I also wonder if i would have chosen the flight only option versus flight plus bag option if it would have been cheaper to pick just flight option and prepay for excess luggage afterward. Scam

Regarding the below refund, I have contacted Cebu customer service by phone 3 times (27 Jan and 9 Feb and today 14 Feb) . I was told that i need to contact the account department at Cebu to get DCN Number . Could you please look into this and email me back of what I need to do?
Why I have not received my refund after youi emailed me on 29 Dec 2016. See below email from you.?

Regards,
Holly Mullaney
Director / Travel Specialist (Myanmar, Indochina, Himalaya & Iran)
Skype ID: holly.mullaney
Mobile: +[protected] (also Viber)
Email: [protected]@beyondmyanmar.com.au
Custom Holidays and Adventures for Independent Travelers

Our Web Sites:
www.beyondhimalaya.com.au
www.beyondmyanmar.com.au
www.beyondpersia.com.au

----- Forwarded Message -----
From: GuestServices
To: Holly Mullaney
Sent: Thursday, 29 December 2016, 20:47
Subject: Letter from Cebu Pacific (CEB-[protected])

Dear Ms. Holly Mullaney,

Greetings from Cebu Pacific!

This is in connection to your concern about refund transaction under confirmation number C6HBMI.

We would like to inform you that we are now processing your refund for confirmation number C6HBMI amounting to PHP 7. 498.56.

The refund amount will be credited back to the credit card account used when purchasing the itinerary within the current or the next statement depending on the issuing bank’s billing cut off.

For further concern, you may call our 24/7 hotline (+[protected] and an agent will be glad to assist you.

Sincerely,
Joy Iloso
Officer, Customer Care

----------------------------------------------------------------------------------------------

I booked two connecting flight departing from Taipei to Manila on the 1/2/2017 5J313 at 815pm and 2/2/17 5J39 from Manila to Sydney at 00:30am. The first flight was cancelled and deferred to 00:15am which means I will have to miss my next flight back to Sydney. After a long verbal conversation with the customer service from Manila, she insisted that I worked it out with the employees in Taipei Taoyuan International Airport run by Far Eastern Air Transport. Not only did they not able to assist me with the next flight, they lack the communication skill or the decision making to accommodate my current situation. I was reluctant to get a flight back to Sydney using other airline which cost double the amount and had to wait for at least 12 hours for my next flight without compensation. Can you please explain why I have to pay for the next ticket and why do I have to reschedule my work because of this avoidable situation?

Hi

We booked feb10, 2017 our original flight with confirmation e5p66y bound to mnl for feb12. We tried to change flight feb11 at 7pm and used 24hrs on-hold only and payment on payment centers. Something came up and decided to stick to our original flight on feb12. Thinking it was only on-hold therefore after 24hrs it shouldn't be a prob if we used our original booking which was already paid and confirmed for feb12. However, supervisor 'Kate' of cebpac sm ecoland davao wasnt bery helpful and told us our original flight which was already paid was cancelled because we modified the booking? It was only on hold and we have until 11pm of that day to decide if we wish to pursue then why was our original flight cancelled? We paid another 8500 on top of the original payment of 7000 plus for all the booking and rebooking ####. We need refund for the original booking we made.!

Dear Cebu Pacific,

Last night, Feb 1, 2017, I made an online booking for a supposedly Tagbilaran-Manila trip. I received the email confirmation at 8:59 PM. I sent the booking details to 2 of my friends who will be joining me on that trip when one of my friend noticed that the route was incorrect. I immediately emailed Cebu Pacific to advise about the error. That email was then followed by a phone call to Cebu Pacific’s hotline. I advised the customer service agent about the error that I made. I was given 2 options – to reroute or to cancel and book the correct flight. Although with both options, I will still have to pay P5, 793 on top of the amount I have initially settled – that ridiculous amount to correct a booking which was raised to Cebu Pacific few minutes after the incident. The additional fee was for a rebooking fee of P1, 500 each, fare difference, and I have to pay for the luggage allowance again as it was forfeited.

We really find that the charges are unreasonable as the mistake was foremost an honest one and it was immediately reported to your hotline. It was not a deliberate error on our part. The fare difference is a reasonable charge but having to pay for a forfeited luggage allowance and the rebooking fee – just because I clicked on a wrong button while doing an online booking using cebu pacific’s mobile app is way too unreasonable.

I still settled to pay the additional fee as we really need to go to that trip.

I hope you can help us raise this issue with Cebu Pacific Management and hoping we could at least get a refund of the rebooking fee and forfeited luggage fee.

Any help will be greatly appreciated.

Thanks,
Chris

Hi
I had a terrible experience with Cebu Airlines on flight 5J502 from Kuala Lumpur bound to Manila on Dec 2, 2016. after waiting 4 hours, the flight was cancelled
i paid a huge amount (3 times more than the original ticket) to get to manila by another airlines
Cebu pacific promised to refund for the canceled flight within 6 weeks. it has gone 9 weeks and i have not received anything.
there no way to contact the airline other than calling them. i dont live in Philippines. am i supposed to make international call? havent they caused enough damage to me?

I book my flight on line last Saturday 1/28/17 from Manila to Caron, immediately after I pay and print my iterinary, I saw extra charged on my bill, they are not transparent on my booking,
On my outbound flight everything is okey because I can see all tha Add-on options but on my return flight to Manila I was charged extra on Add -On all of us 8 are charged for 20 kgs baggage and 1 hazelnuts-croissant, we only want 2 (20 kgs) no food, I hope you can have a refund us all the extra charges that we pay since this flight is not until August.
I call the customer service asking for refund they told me that it will take 24 to 48 hrs for an answer, I call 3 times in the Philippines just to get an answer but they said it was denied.
What kind of airlines is Cebu Pacific they should be transparent on your return flight because what they are telling me that I should click on next flight to change all the add -on or else You will charged automatic, This is my first time to booked on line at Cebu Pacific, I always book a flight on different airlines this is the 1st time I have ncounter this.
I hope I can get a refund on my Add-on charges, Thank you very much for your immediate action on my complaint.

Sincerely,
Josephine Magdamo

Dear Sir, Madam,
We have booked our flights on November for 3 tickets from Cebu to Puerto Princessa for an amount of 8333, 64 PHP.
You informed us on January 25th that our flight was canceled (see all information below) and suggest another flight. But the surprise was despite the fact that we have to reorganize all our hotels and picking up, we have to pay an additional amount of 18712, 80 PHP due to your responsibility of canceling the flight.
Additionally because we must flight the day before of what was scheduled we had to cancel 1 night in Lobok river Bohol hotel (not refundable) and as we will arrive during the evening and it will be too late to have the Modessa island resort picking us up at the airport, we must book a new hotel as well.

Yesterday January 30th I've spend 3 hours trying to call your different contact number (Manila, Cebu, Singapour, Honk kong..) as nobody is answering my emails...I finally had someone which was very difficult to understand and which finally didn't understand that my request was not only concerning the new flight but also for complaining about this additional amount ... She did the changes for the new flight and then cut the connection !

Hope this message will help us to get payment refunded.

Regards,
Emilie
------------------------------------------------------------------------------------------------
INFORMATION :

We would like to inform you of the following changes to your booking. We understand this
affects your travel plans, so we already rebooked you on the next available flight.

Our apologies for any inconvenience this may have caused.

Booking reference no.: IIH2GR
Names of Guest/s:
MR. VINCENT HIS
MR. CHARLY HIS
MISS. EMILIE GORNET

ORIGINAL FLIGHT SCHEDULE
Flight No: 5J 229
Date: February 24, 2017
Departure: 10:55 (10:55AM) Mactan Cebu International Airport
Arrival: 12:10 (12:10PM) Puerto Princesa International Airport

NEW FLIGHT SCHEDULE
Flight No: 5J 227
Date: February 24, 2017
Departure: 19:40 (7:40PM) Mactan Cebu International Airport
Arrival: 20:55 (8:55PM) Puerto Princesa International Airport

We would like to inform you of the following changes to your booking. We understand this
affects your travel plans, so we already rebooked you on the next available flight.

Our apologies for any inconvenience this may have caused.

Booking reference no.: IIH2GR
Names of Guest/s:
MR. VINCENT HIS
MR. CHARLY HIS
MISS. EMILIE GORNET

ORIGINAL FLIGHT SCHEDULE
Flight No: 5J 229
Date: February 24, 2017
Departure: 10:55 (10:55AM) Mactan Cebu International Airport
Arrival: 12:10 (12:10PM) Puerto Princesa International Airport

NEW FLIGHT SCHEDULE
Flight No: 5J 227
Date: February 24, 2017
Departure: 19:40 (7:40PM) Mactan Cebu International Airport
Arrival: 20:55 (8:55PM) Puerto Princesa International AirportWe would like to inform you of the following changes to your booking. We understand this
affects your travel plans, so we already rebooked you on the next available flight.

Our apologies for any inconvenience this may have caused.

Booking reference no.: IIH2GR
Names of Guest/s:
MR. VINCENT HIS
MR. CHARLY HIS
MISS. EMILIE GORNET

ORIGINAL FLIGHT SCHEDULE
Flight No: 5J 229
Date: February 24, 2017
Departure: 10:55 (10:55AM) Mactan Cebu International Airport
Arrival: 12:10 (12:10PM) Puerto Princesa International Airport

NEW FLIGHT SCHEDULE
Flight No: 5J 227
Date: February 24, 2017
Departure: 19:40 (7:40PM) Mactan Cebu International Airport
Arrival: 20:55 (8:55PM) Puerto Princesa International Airport

I am complaining regarding on my missing baggage last Dec 23, 2016 Flight no. 5J15 DXB to Mla. I checked in my 2 baggage in Dubai but when I arrived in Mla it 1 missing.I was waiting at the baggage area for an hour and then I went to costumer service and give them the details even the photo about my luggage they just gave me an email add and number and promise to call me. I kept on calling and emailing them but I always got same answer that they are tracing it in Dubai. Almost 1 month and they told me that its not their responsibility and close the phone on my face after saying that.I'm very disappointed coz I'm travelling for more than 9 years and just now I encountered that kind of services.

Jan 28 2pm flight was cancelled due to "bad weather" yet 2 other airlines was able to land a few minutes after the said aircraft 5J 622 wasn't able to land. They keep us waiting for too long till 6pm they cancelled the flight.
After hours of waiting in the line, around 7pm i was rebooked by agent Karen Batuhinanay and Jerome Lopena for the next day flight 10am, they said its a confirmed flight. And to find out it was chance passenger. It seems like they're trying to fool us from that rebooking event. Then we have to wait again for chance passenger for another ailines PAL. Our time is wasted as well as our money . A deciplinary action to the said airlines and people is necessary.

Last dec 26, my flight from manila to iloilo got canceled due to bad weather. I was planning to rebook but the next available date was dec 29. My flight back to manila is dec 30 so I called cebupac hotline that same day, dec 26, to just get a full refund. I was told it will be proceesed in 10 business days.

I called january 24 after seeing that it has not reflected on my credit card. They said they will give me a Debit Control Number or DCN as a proof they reversed the payment. They said i could get it in 24-48 hrs but after 5 days they are still making a follow up.

The amount i was talking about is 18, 000 something. That is what i was expecting in return. Hotline 7020888 is not really giving any help and kept saying its a different department who handles it and they also make a follow up.

I am hoping this online complaint report can give me faster resolution on this matter.

Booking ref number: Z5I3YR
Dec 26 manila to 750am
Dec 30 iloilo to manila 1850

Much appreciated. Thank you.

Michelle Satparam

Dear Sir or Madame,

the flight Cebu to Manila on 21st of January 2017 (Airline PNR: UD64UW) was 3 hours delayed. This resulted in missing out connecting flight in Manila to Bangkok (21st January 2017, 9:25 pm departure time) and thus our flight from Bangkok to Krabi on 22nd of January at 5:35 am with LionAir. As compensation only the ticket from Manila to Bangkok was paid and the costs for the new flight ticket to Krabi had to be paid by ourselves, even though we called your hotline before we booked our 3 seperate flights. The hotline - and also the staff from the Standby Counter in Manila - said that between the flights should be 3-4 hours - in our case, this was considered!
We had to pay twice the ticket to Krabi from Bangkok, which we won't bear! We had to book another flight in short-term on the night of the 21st to 22nd of January that costed 920 RMB in total for 2 persons. We would like to apply Cebu Pacific for paying these additional costs!

Regards,
Jennifer Kratz

Good day... I am complaining as to what I have experience in your online booking and in fact I have tried to contact your booking agents but is of no good. The experience was that I booked in your promo but transaction said on net that something went wrong so I thought that I had not avail it... So I tried to book again and same thing happen...net says something went wrong... Now I was surprise as to my bookings had been confirmed and it was a triple booking and your booking agents says it can't be cancenlled and I have to pay for it... Is this how you care for your customers? Hope you would give some feedback... Thanks!

Website has not been working properly since Jan 17, 2017
When you go to book any single, return, multiple > then select the calendar it does not load, typing a date also did not work.
trying multiple browsers as well as using macs, windows pc, at work and at home did not make any difference..

My dad made a booking and honest mistake booked the departing date on the same day.

leaving Manila > Sydney on 7 feb and and departing: Sydney to Manila on the same day 7 feb 2017

the reason for this was because the site had asked him to re enter all the details a third time after hitting save as it did not take his entries in and save.

This cause my dad to accidentally overlook the leaving and departing dates to be on the same day.

After speaking with customer service over 3 days I was told to send a guest feedback: https://crmweb.flyceb.com/GFF/

I was told it would take approx 24/48 hours for a response.
i never got a response after 3 full days

I called to follow up and was told by the first person which answered that my request was declined.
I asked why were we not informed in anyway of the outcome.
I was told they do not reply via email or make calls regarding complaints.
I did get a confirmation email that they received the complaint

which included nothing, not even a reference number - attached screenshot
*also note that there was no emails in the Junk or Clutter
* added note that I work in IT support I know that it is not a caching issue I'm knowledgable where emails would possibly be ending up in.

I then question what is the point of entering our contact details if we are to follow up ourselves.

Moving forward we asked how much is the fare now if we were to book 3 days later. We were told the base fare which is already paid: 20, 809.50PHP that a rebooking fee + price difference on Tuesday Price 3899.43PHP has now increased to 7778.90PHP

I questioned the person I spoke with what would have happened if I did not take the initiative to follow up, the price difference could have jumped even more?

I was asked time and time again to verify my email address which I gave and spelt multiple times its 5 letters long @live.com very simple no one with a right mind could get this wrong honestly.

I was told they would escalate this again.
I promptly requested that we get a call back or reply email as soon as possible as this is likely going to cause the price to hike even more.

I asked that I dot expect to get the same declining response back.
And that I would like to speak with whoever it requires to actually make changes / override the system as this is a fault on their end not mine or my parents.

If I have to speak with the superior manager or CEO/President of cebu I will.

If you are reading this please respond back.
Here are some ref for you if you need

confirmation number: S7IHVY
Flight details: 5J39 and 5J40
Booking date: 17 Jan 2017

Base Fare (paid) 20, 809.50 PHP

asked to pay: as of Tuesday 17/01/2017
3, 899.43 PHP re booking fee change (2800PHP)
+ 1899.43PHP price difference

After my follow up Friday 20/01/2017
Asked to pay a re booking fee change + price difference of:
7778.90 PHP

Cebu this is pathetic please 1. fix your website booking system
2. Ensure that your customer service / escalation are actually able to respond
3. that when a request is put forward that you actually consider and give a reason for the rejection of claims.
i.e. was it not a valid enough reason.

Lastly I will posting a video of this stupid booking system fault on the cebu au website on their Cebu facebook page shortly.

Marcus
Sydney, Australia