Jul

Cebu Pacific Sucks

Rai

Linux

accounting, airlines, call center, cebu pacific, flight, phone number, refund

My hate towards Cebu Pacific grows by the minute.

I was informed that my refund for the ticket I returned to them will be credited in four months. Yeah, FOUR freaking months! It will take four months to return my money which is only worth Php 1,200 or so (it is after Cebu Pacific deducted no-show and refund charges).

The customer service representative told me via long distance call that they receive so much ticket returns everyday that it is impossible for them to return the money of refunded tickets. I wonder why they receive so many ticket returns? Is it maybe because they suck so much?

Anyway, if you are one of the customers that got ripped off by Cebu Pacific, you can call these numbers for your refund concerns and violent reactions:

Accounting Office for Refunds – Look for Antonio Guevarra (Business Hours Only, GMT+8)
(632) 8519186
(632) 8548568

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140 Comments to “Cebu Pacific Sucks”

flying_kulas August 8, 2008 at 4:59 pm
Hi, I’ve tried calling 8548568 and the guy who answered asked me if I’m trying to reach cebu pacific? I said yes and I’m looking for Antonio Guevarra.. He told me that I dialed the wrong number and reached police precint. Gosh, cebu pacific really sucks!!!
Rai August 9, 2008 at 1:26 am
Oh! I’ve never tried the second number and I got someone FROM Cebu Pacific using the first number. Did you try the first one? I am sure that those are the numbers given by the customer service when I called them.

And why would the police assume that you were calling Cebu Pacific? My guess is that you were not the first one to use that number.
Pinoytourist October 5, 2008 at 4:04 pm
Hi,

ask ko lang kung naayos na ba ung problema mo sa cebu pacific? I have the same problem, sino yung kinontak mo jan? Please send me an email.

Pinoytourist’s last blog post is Lago De Oro Rates: Calatagan, Batangas
NCB October 13, 2008 at 11:26 am
I am also a victim.

I returned tickets worth 4T Php last April 12, 2008 , until now after six months I got nothing. Customer Service always told me that it was already recorded and they need 45-60 working days from the time I reported — now they run out of reason, since it is 65 workings days since I reported.

But until now I got no refund. Does anyone has solution?
I also called the 1st number — gave me another number that is always busy.
I called the 2nd number — police precinct 8
Anne Ortiz October 24, 2008 at 8:27 am
I haven’t gotten my refund – and I have been calling the ticketing and accounting (dead end numbers) since January 2008! I heard that someone is filing a class suit – I am interesed in signing up. Ticketing number 7020888 local 6 will file your complaint with the dead end accounting office 8522328 local 263 or 218 and you can pester them via email cebrefacctg@cebupacificair.com. All of which I have already been trying since January. If anyone has EVER gotten a refund, I would like to know how!
Che October 30, 2008 at 1:17 pm
Hi, I am also a victim of this airline. They arbitrarily cancelled our flights and transferred us to another flight without first notifying us. I was left without a choice but to book with another airline, until now, it’s been four (4) months, no reversal have been made to my credit card. This airline is like a scam, they exploit innocent passengers to be on a tight budget, make them believe their to good to be true deals, but in the end, the customer will suffer both in their substandard service and manner of handling customer concerns. Those who want to file class suit againt this airline’s bad practices, i’m interested. Please provide me with details.
Rai October 31, 2008 at 1:46 am
Still, I haven’t got my refund. I called them last week and still received the same BS (no updates from Accounting, etc. etc.)

Their Accounting people should all get fired. No one from them is doing their jobs, except the Sales people who are so in a hurry to get their dirty hands on our money.

Sue the bastards.
DEN January 3, 2009 at 7:54 pm
mga guys you know naman yung fleet nila mga mahal yung.di pa siguro nakafully paid.so thats why matagal ang refund..hehhe
DEN January 3, 2009 at 7:59 pm
sana may ahensya ng government na dapat tumotok nitong problema ng customers ng Cebu Pacific. HOY GISING!!! attention sa ahensya ng gobyerno na may concerns nito.
tonel62 January 5, 2009 at 6:40 pm
I am waiting now for 10 months and still no refund. I have complained by phone, I have used the guest response facility on the CP website and automatically received case numbers with the comment that someone will respond after seven days- forget it, they need a reminder after one month! They have all the flight details but simply do not respond. The consumer protection group and small claims court in Singapore cannot help because CP has no office there. Anyone taken legal action? Advice welcomed- surely what is happening is illegal and certainly bad advertising for the Philippine authorities. I have now emailed the Dept of Tourism in Manila.
zzzach January 20, 2009 at 8:07 pm
Try calling law firms that do the legal work for Lucio Tan’s Philippines Airlines. They if anyone will be most interested in supporting you.
Anne Ortiz January 21, 2009 at 10:07 am
Hallelujah! After eleven months I finally got my refund. Go ahead guys, pester them by calling once a week, and sending at least ten emails a day.
Deanna February 12, 2009 at 9:16 pm
Hi to all.

I want to share my experience with the worst airline in the country- CEBU PACIFIC.

Bought ticket via promo fare. Confirmed and paid. Upon arrival at the check-in counter, the arrogant attendant tols us that we were late as they close 45 minutes prior to ETD. BULLSHIT! Ticket paid already and I cannot understand why they refused to check us in. I was with my family and it was very disappointing.

Neither any of the staff were there to accommodate us. Rebooking will cost us to pay the regurlar fare. GO FARES is a SCAM.

My Php 5,000 just flew without any fight! Do not ride CEBU PACIFIC. It will just make your day depressing, that you will ask God why bad things happen to good and righteous people.

I WILL NOT RIDE CEBU PACIFIC in my lifetime.
Mai February 17, 2009 at 11:56 pm
Had the same problem. They suck. I will be filing legal complaint with the help of a lawyer soon. If anyone wants to testify against them please send me an email. purpledaisy_ph@yahoo.com
maia February 20, 2009 at 1:12 pm
an advice..to anyone riding a plane by domestic route in the philippines always check in 2 1/2 hours before the flight to avoid getting late check in..di tlga papapasukin pag late kna..airlines always had that policy.
Bong February 25, 2009 at 4:35 pm
wahhh… cebu pacific sucks! i’ve been calling them to ask the status of my refund…all they say is its still on queue.. goodness gracious.. its been 4 months and still i dont get my refund… do i have to wait for a year before i get it… been trying to call the first number but the lady operator asked me to dial the second number but i ended up calling “presinto 8″ a police station..hayness…
Joanna March 2, 2009 at 4:07 pm
I myself am still waiting for a refund on my cc for 2 months now but still nothing. 2 years ago, we had the same problem (we used my husband’s international credit card then) and it took them more than 6 months to give us the refund. I never would have done the cancellation this time as i know how it was before but I had to and also i thought their system has been improved considering the “electronic changes” and all that. It’s too annoying and frustrating because they have made such a change on their website (e.g. letting you cancel the ticket online and showing indicated in bold letters “Please wait 30-45 business days for the refund to be credited back”), but still nothing! The information they provide is definitely misleading and wrong! It’s too much of a joke. I have not experienced such with other international airlines I’ve dealt with.

Seems like the owner himself doesn’t deal with such things directly, well he should! they should chuck off their incompetent employees who can’t even answer the simplest of the simple questions!
melds March 4, 2009 at 12:25 pm
i also still haven’t gotten my refund from flights THEY cancelled last year. instead of rebooking, my friends and i got a refund because we didn’t want to go anywhere else. from july 2008, when we refunded, until now, there is still no refund and cabupac can’t give a timeframe when the money will be refunded. i’ve been calling since last year and i only get the same spiel from them. no progress whatsoever.

is there anybody in the process of filing a mass complaint? someone has to stop cebu pacific from doing this.
dANIEL March 5, 2009 at 6:23 am
DONT GO TO PHILUIPINE NO MORE
GO VACATION IN OTHER COUNTRY
PHILIPINO DONT TRUST PH
AND ITS NOT CHEAP.
MONKEY PEOPLE MONKEY BUSINESS
Sarry March 5, 2009 at 3:13 pm
I also have same situation with all of you guys. I have cancelled my flight last Oct. 2008 but until now NO refund has been reflected back. Could anyone help me out on this? I’ve been calling them every now and then but unfortunately all numbers that were dialled are all shit. No one answers or sometimes fax machine. Even the email address couldnt be reached.
tonel62 March 5, 2009 at 3:27 pm
After one year I am still waiting for a refund. I finally contacted the Dept of Tourism and they forwarded my letter to the Civil Aeronautics Board.Mr WYRLO E. SAMODIO, Chief of the Legal Division then wrote to Mr Marcelino Michael I Atanante IV, Legal Council, Cebu Pacific Air, Manila Domestic Airport requesting a response within five days. So far there was no reaction. If there is no class action suite against Cebu Pacific then I can only suggest going via other Philippine authorities.
Ken March 5, 2009 at 10:58 pm
Have the same experience as all you guys. July, 2008 booked and cancelled. Still waiting for refund though I did get through to someone on their hotline who said my refund had already been processed. I think that means the card company gave the money back to Cebu Pacific because it certainly hasn’t been returned to me. I got these email addresses from another complaint site and have written them an email complaint. You all might want to give it a shot as well …

“Regarding my experience, what I did was to email customerservice@cebupacificair.com and feedback@cebupacificair.com but also CC in my emails some people I found through research that are connected to the company, namely caihr@jgsummit.com.ph and rg.orense@cebupacificair.com. Then, I searched for people connected to DTI’s Consumer Welfare and CCed them as well, their email is CWD-BTRCP@dti.gov.ph. After my email, a person from CebuPacific named Daphne Ty (her email is daphne.ty@cebupacificair.com) responded to me, so better to address the email to her. Oh, and I got a response from DTI recognizing the complaint I filed, so I believe that helped speed up the process. I hope this helps and that you are given back what is due you the soonest time possible.”
gorge claricia March 9, 2009 at 3:02 am
Got the confirmation Number —— on February 6, 2009 confirmed flight for 4 roundtrip tickets to Hong Kong and paid with visa card amounting to almost 39k+, and when I checked their online booking this March 4, same flight, same date only arrives to the amount of P22,117K for 4pax….the flight sked is on April 6, still a month away.

My wife from Canada just called their hotline (20 mins+) just to be informed by Ms. Gretchen Francisco that when we made the payment, it’s a regular fare and suddenly the P22K+ for 4 pax is based on their sudden promo. Somewhat we felt cheated. We’ll be traveling “Go Lite”, and my fellow passengers who paid less will get more privileges, considering I paid almost twice of the amount.

Hotline informed me beforehand there will be no promo for the month of April and I was encouraged to book early to pay less, mukhang naloko ako a. I was just being grabbed of P17k…it’s really annoying. When we asked for refund, only 3k each lang daw is allowed for 10k airfare ticket, wtf…kaya P12k out of P40k we already paid will be refunded. Considering it’s still a month away from the sked departure.

Yeah, still cheaper but as a frequent traveler, this is the only time I felt bad. If I have to pay more and feel good, then it will be much better. If I could take refund instantly and pay more to PAL and or other airlines, I’m willing to. But reading “complaints blog” against cebupac, it’s a bit suicide to demand for refund. So I think I have no option but to travel with cebupac this April 6, no more misadventures for this will surely be the first and the last.
Ken March 9, 2009 at 8:32 am
Just wanted to share some good news and bring some hope. I sent my complaint to the email addresses I posted above and lo and behold, the very next day, I received 2 email responses. In the morning, I got one from DTI (Consumer Welfare Division, Bureau of Trade Regulation and Consumer Protection) confirming their receipt of my complaint and informing me that if the complaint is not settled amicably, I can file my complaint with:

Atty. Carmelo L. Arcilla
Executive Director
Civil Aeronautics Board
Old MIA Road, Pasay City
Telephone No.: 851.7268 / 853.7249 / 853.6762 / 851.3028

That afternoon, I received another email from Daphne Ty “daphne.ty@cebupacificair.com” apologizing and advising that the refund has been transmitted and that I can check after 5-10 working days.

Hooray!

There’s hope for us yet.
tonel62 March 18, 2009 at 3:30 pm
After twelve months the refund has arrived! Finally I had emailed the CAB as indicated in Ken’s email with copies to the CAB legal dept and Daphne Ty at Cebu Pac as follows:
to:execdir@cab.gov.ph,
cc.led@cab.gov.ph,
cc.daphne.ty@cebupacificair.com,
cc.CWD-BTRCP@dti.gov.ph
I received an email from Daphne informing me of the credit. This seems the best way for recover our cash.
Villan April 2, 2009 at 8:11 pm
I really hope Daphne can do the same for me as well as i have sent her a email tonight. It really sucks when you dont live in philippines and you want a refund. Ill keep you all posted if or how long it will take for me to get my refund.

regards Darryl
Linda M. Dormido April 8, 2009 at 11:12 pm
I’ve been a victim too! The last time we had a refund was after 150 days! Now it will be almost a year and everytime I call cutomer service, the line is still the same…..” i will report this to accounting office Ma’am” And every time I call, we go through the same process of interviews. Until now, i am still waiting for the refund of my August 2008 cancelled tickets. Too much papers works? Or nobody really bothers to speed up their work at accounting.
I’m just wondering why they can’t process these refunds when even a customer service representative can access my records and all the details are there.
What’s more. I was told by a customer service agent the last time I called was that there wre two refund last December; but when I inquired from my credit card and reviewed my billing statements, there was no refund at all.
So folks, don’t use the internet when you book your flights because should the system bogs down and you have already encoded your credit card number, cebu pacific will not refund you of the money you paid to your credit card after 60 days. Sucks! 60 days! Its almost 240 days or more already and I’m still making a follow up.
Cebu Pacific ! Are you really serious in refunding my money or what!
Linda M. Dormido April 8, 2009 at 11:15 pm
I’ve been a victim too! The last time we had a refund was after 150 days! Now it will be almost a year and everytime I call cutomer service, the line is still the same…..” i will report this to accounting office Ma’am” And every time I call, we go through the same process of interviews. Until now, i am still waiting for the refund of my August 2008 cancelled tickets. Too much papers works? Or nobody really bothers to speed up their work at accounting.
I’m just wondering why they can’t process these refunds when even a customer service representative can access my records and all the details are there.
What’s more, the last time I called, I was told that there were two refunds last December. But when I called up my credit card & reviewed my billing statements, there was no refund at all!

So folks, don’t use the internet when you book your flights because should the system bogs down and you have already encoded your credit card number, cebu pacific will not refund you of the money you paid to your credit card after 60 days. Sucks! 60 days! Its almost 240 days or more already and I’m still making a follow up.
Cebu Pacific ! Are you really serious in refunding my money or what!
Linda M. Dormido April 8, 2009 at 11:20 pm
I’ve been a victim too! The last time we had a refund was after 150 days! Now it will be almost a year and everytime I call cutomer service, the line is still the same…..” i will report this to accounting office Ma’am” And every time I call, we go through the same process of interviews. Until now, i am still waiting for the refund of my August 2008 cancelled tickets. Too much papers works? Or nobody really bothers to speed up their work at accounting.
I’m just wondering why they can’t process these refunds when even a customer service representative can access my records and all the details are there.

What’s more, the last time I called, I was told that there were two refunds last December. But when I called up my credit card & reviewed my billing statements, there was no refund at all!

So folks, don’t use the internet when you book your flights because should the system bogs down and you have already encoded your credit card number, cebu pacific will not refund you of the money you paid to your credit card after 60 days. Sucks! 60 days! Its almost 240 days or more already and I’m still making a follow up.
Cebu Pacific ! Are you really serious in refunding my money or what!
Villan April 9, 2009 at 9:24 pm
I have yet to get a reply to my email i had sent off not even from Daphne or customerservice@cebupacificair.com so it looks like maybe i have to find some othere way to get my money back
Gracie April 12, 2009 at 12:23 am
My bestfriend got the same sentiments. Gosh Cebu Pacific really sucks!

http://cebupacificsucks.blogspot.com/
http://www.mysimpleparadise.com/2009/04/be-awarecebu-pacific-sucks.html
Ken April 13, 2009 at 9:02 am
Hi Villan, Linda,

I suggest you send another email to Daphne and cc the civil aeronautics board and department of trade and industry at the emails listed above. We all know that when it is holy week here in the Philippines, a lot of work basically grinds to a halt. Hopefully, they will look at and process your email requests now that the holy week holidays are over.

Good luck.

Ken
Villan April 15, 2009 at 9:26 am
Good news when i logged in to my visa account i seen i had my refund. Its had to of been added with in the last 24 hours even thou the date is showing the 8th April the holiday weekend must of slowed it down. I think the email had to of helped or did the job just my reply email addy was wrong so maybe its why i did not get the reply to my email.
So a big thanks to this webpage and the info on it as it helped me and a lot more people to come.

Regards Darryl
Ken April 15, 2009 at 10:23 am
That’s great news. There’s hope for us after all. Have a great day.
Cebu Pacific: The Cheapest and Most Unsecured Airline Company! April 16, 2009 at 12:28 am
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rachelle April 20, 2009 at 5:11 pm
i am also suffer the same dilemma as everyone pointed out about not having been able to refund my ticket. i bought for a party of 3 for my parents and niece. but since one wont be making it they all decided not to come. its been 8 months now. my mom never fail to follow up it through in the Philippines. because im here in singapore, everytime i call i will spend my phone card for noting because i will just be kept on waiting.

they always say its on process but what the heck its been 8 months and sooner or later it will be one year. does anyone here already filed any suit yet? can i leave my email here grachellegp@gmail.com pls contact me i will join the petition for this disaster we had experience here in cebu pacific. i promised not to fly here as much as i can. hay….
Arnold April 27, 2009 at 4:41 pm
Marami na palang victims d2. Thanks sa blog hindi na ako aasa pa sa kanila
Michael Keil May 8, 2009 at 3:01 pm
May 07, 2009

To: Customer Service
Cebu Pacific

I am Mr. Michael Keil, and I am writing this to express my DISGUST and DISAPPOINTMENT on how you take care of your customers, and I think you should take these seriously and improve your service.

Last May 4, I and my wife Joy Keil and seven (7) of our friends took a flight bound from Manila to Caticlan, Boracay. We were scheduled on 12:50pm at flight 5J 915 at terminal 3. This is our first outing together and we wanted to enjoy and maximize our time and vacation together, since we’re bound to return to Manila from Caticlan, Boracay by May 6, 2009 because we have our respective work schedules the following day.

On the time that we checked-in at T3, one of your employee called my friend, (Mr. Mark Generalao), and other passengers as well, asking for four (4) volunteers that can skip the flight (5J915) because of weight imbalance, and your office even offered a free one (1) domestic round trip ticket that is valid for one year for the four (4) passengers that is willing to take the next flight. The other group accepted the offer as far as I know.

Upon arriving at Caticlan airport at 1:50pm, we are so excited and we even took our pictures while waiting for our BAGGAGE’S! After almost 30 minutes of waiting, TO OUR SURPRISE, WE ARE JUST WAITING FOR NOTHING! WE WERE TOLD THAT OUR BAGGAGES WERE LEFT IN MANILA AND WILL JUST BE DELIVERED IN OUR RESPECTIVE HOTELS. ALL PASSENGERS WERE REALLY SHOCKED, SO WE WENT TO YOUR CATICLAN OFFICE AND THEY ARE INSISTING THAT WE WERE INFORMED. ARE YOU SAYING THAT ALL OF YOUR PASSENGERS ARE LIARS???

I AM COMPLAINING BECAUSE YOU RUIN OUR VACATION, AND YOU TOOK A DAY OF OUR PRECIOUS TIME! OUR TIME TO ENJOY, RELAX, DO ACTIVITIES AND TO BOND.

ALL OF OUR CLOTHES AND OTHER IMPROTANT THINGS ARE IN OUR CHECK-IN BAGGAGE, WHATS EVEN WORST IS THE MEDICINE OF MR. KC (SON OF MARK GENERALAO) WAS ALSO IN THE BAGGAGE AND HE WASN’T ABLE TO TAKE IT ON TIME. WE STAYED IN THE HOTEL ALL AFTERNOON AND NIGHT WAITING FOR OUR BAGGAGE. IT WAS THEN DELIVERED AT AROUND 8PM!

I CALLED YOUR CALL CENTER (702-0888) USING MY CELL PHONE AND AFTER 10MINS OF WAITING I WAS ABLE TO TALK TO MS. CHAI AT AROUND 2PM (MAY 4, 2009), SHE SAID THAT SHE CAN’T DO ANYTHING ABOUT IT AND SHE JUST GAVE YOUR CUSTOMER SERVICE HOTLINE (853-9872 and 853-0113). I TRIED CALLING FROM 2PM TO 5PM AND NO ONE WAS ANSWERING. I CALLED YOUR CALL CENTER AGAIN AT 7:30PM AND WAS ABLE TO TALK TO MS. MILES, SHE SAID THAT SHE WILL FORWARD MY COMPLAIN TO YOUR CUSTOMER SERVICE AND SHE TOLD ME TO WAIT FOR A RETURN CALL BY TOMORROW MORNING, MAY 5, 2009.

ON MAY 5, 2009, I WAS WAITING FOR YOUR CALL BUT AGAIN I AM WAITING FOR NOTHING! AROUND LUNCHTIME, I CALLED YOUR CALL CENTER AGAIN AND WAS ABLE TO TALK TO MR. MUJ, HE SAID THAT MY COMPLAINT WAS ALREADY FORWARDED AND ALL HE CAN DO IS TO FORWARD IT AGAIN. THAT SAME DAY I WAS STILL TRYING TO CALL YOUR CUSTOMER SERVICE HOTLINE BUT AGAIN NO ONE WAS ANSWERING.

ON MAY 6, 2009, UPON ARRIVING AT T3, WE WENT STRAIGHT TO YOUR PASSENGER ASSISTNACE COUNTER AND WE WERE DEMANDING TO TALK TO A SUPERVISOR OR MANAGER TO RAISE OUR COMPLAINT, AND AGAIN TO OUR SURPRISE THEY JUST TOLD US THAT ALL OF YOUR MANAGERS WERE ON A MEETING. WOW!!! I JUST WISH THAT THE AGENDA OF YOUR MEETING IS ON HOW TO IMPROVE YOUR CUSTOMER SERVICE!!! IS THIS HOW YOU ORIENT YOUR EMPLOYEES? AS IF WE WERE DUMB TO ACCEPT THAT REASON.

THIS IS A FORMAL COMPLAINT, AND I WILL DO ANYTHING FOR YOU NOT TO BY PASS YOUR CUSTOMERS AGAIN. AND I WILL LET EVERYJUAN KNOWS, BY ANY MEANS, HOW YOU ARE DISRESPECTING, AND SNOBBING YOUR CUSTOMERS.

I AM DEAD SERIOUS ABOUT THIS COMPLAINT. UNTIL I GET NOTICE BY YOUR OFFICE!

MICHAEL KEIL
Michael Keil May 8, 2009 at 3:02 pm
I am Mr. Michael Keil, and I am writing this to express my DISGUST and DISAPPOINTMENT on how you take care of your customers, and I think you should take these seriously and improve your service.

Last May 4, I and my wife Joy Keil and seven (7) of our friends took a flight bound from Manila to Caticlan, Boracay. We were scheduled on 12:50pm at flight 5J 915 at terminal 3. This is our first outing together and we wanted to enjoy and maximize our time and vacation together, since we’re bound to return to Manila from Caticlan, Boracay by May 6, 2009 because we have our respective work schedules the following day.

On the time that we checked-in at T3, one of your employee called my friend, (Mr. Mark Generalao), and other passengers as well, asking for four (4) volunteers that can skip the flight (5J915) because of weight imbalance, and your office even offered a free one (1) domestic round trip ticket that is valid for one year for the four (4) passengers that is willing to take the next flight. The other group accepted the offer as far as I know.

Upon arriving at Caticlan airport at 1:50pm, we are so excited and we even took our pictures while waiting for our BAGGAGE’S! After almost 30 minutes of waiting, TO OUR SURPRISE, WE ARE JUST WAITING FOR NOTHING! WE WERE TOLD THAT OUR BAGGAGES WERE LEFT IN MANILA AND WILL JUST BE DELIVERED IN OUR RESPECTIVE HOTELS. ALL PASSENGERS WERE REALLY SHOCKED, SO WE WENT TO YOUR CATICLAN OFFICE AND THEY ARE INSISTING THAT WE WERE INFORMED. ARE YOU SAYING THAT ALL OF YOUR PASSENGERS ARE LIARS???

I AM COMPLAINING BECAUSE YOU RUIN OUR VACATION, AND YOU TOOK A DAY OF OUR PRECIOUS TIME! OUR TIME TO ENJOY, RELAX, DO ACTIVITIES AND TO BOND.

ALL OF OUR CLOTHES AND OTHER IMPROTANT THINGS ARE IN OUR CHECK-IN BAGGAGE, WHATS EVEN WORST IS THE MEDICINE OF MR. KC (SON OF MARK GENERALAO) WAS ALSO IN THE BAGGAGE AND HE WASN’T ABLE TO TAKE IT ON TIME. WE STAYED IN THE HOTEL ALL AFTERNOON AND NIGHT WAITING FOR OUR BAGGAGE. IT WAS THEN DELIVERED AT AROUND 8PM!

I CALLED YOUR CALL CENTER (702-0888) USING MY CELL PHONE AND AFTER 10MINS OF WAITING I WAS ABLE TO TALK TO MS. CHAI AT AROUND 2PM (MAY 4, 2009), SHE SAID THAT SHE CAN’T DO ANYTHING ABOUT IT AND SHE JUST GAVE YOUR CUSTOMER SERVICE HOTLINE (853-9872 and 853-0113). I TRIED CALLING FROM 2PM TO 5PM AND NO ONE WAS ANSWERING. I CALLED YOUR CALL CENTER AGAIN AT 7:30PM AND WAS ABLE TO TALK TO MS. MILES, SHE SAID THAT SHE WILL FORWARD MY COMPLAIN TO YOUR CUSTOMER SERVICE AND SHE TOLD ME TO WAIT FOR A RETURN CALL BY TOMORROW MORNING, MAY 5, 2009.

ON MAY 5, 2009, I WAS WAITING FOR YOUR CALL BUT AGAIN I AM WAITING FOR NOTHING! AROUND LUNCHTIME, I CALLED YOUR CALL CENTER AGAIN AND WAS ABLE TO TALK TO MR. MUJ, HE SAID THAT MY COMPLAINT WAS ALREADY FORWARDED AND ALL HE CAN DO IS TO FORWARD IT AGAIN. THAT SAME DAY I WAS STILL TRYING TO CALL YOUR CUSTOMER SERVICE HOTLINE BUT AGAIN NO ONE WAS ANSWERING.

ON MAY 6, 2009, UPON ARRIVING AT T3, WE WENT STRAIGHT TO YOUR PASSENGER ASSISTNACE COUNTER AND WE WERE DEMANDING TO TALK TO A SUPERVISOR OR MANAGER TO RAISE OUR COMPLAINT, AND AGAIN TO OUR SURPRISE THEY JUST TOLD US THAT ALL OF YOUR MANAGERS WERE ON A MEETING. WOW!!! I JUST WISH THAT THE AGENDA OF YOUR MEETING IS ON HOW TO IMPROVE YOUR CUSTOMER SERVICE!!! IS THIS HOW YOU ORIENT YOUR EMPLOYEES? AS IF WE WERE DUMB TO ACCEPT THAT REASON.

THIS IS A FORMAL COMPLAINT, AND I WILL DO ANYTHING FOR YOU NOT TO BY PASS YOUR CUSTOMERS AGAIN. AND I WILL LET EVERYJUAN KNOWS, BY ANY MEANS, HOW YOU ARE DISRESPECTING, AND SNOBBING YOUR CUSTOMERS.

I AM DEAD SERIOUS ABOUT THIS COMPLAINT. UNTIL I GET NOTICE BY YOUR OFFICE!

MICHAEL KEIL
Angie May 17, 2009 at 8:08 am
I too am a victim of Cebu Pacific VERY LOUSY customer service. I booked for Tagbilaran Mar 2008, for a Dec 2008 flight. Come Nov’2008, i called up CP to cancel 3 of my companions as they will not be able to join us anymore. CP gave me a transaction no. where i could follow-up my refund (that is about P4k / head = P12k). I have written to CB customer service for several emails 15 times, called up they customer service call center more than 10x, but to no avail, as of this writing May 2009, i have not gotten any response yet. Like you, i am very much disgusted, disappointed…

Transaction nos. are MTGYEX, CE3UHV

I will try to email Daphne and call the nos you have given in this comment thread and let us see…
Michael Keil May 17, 2009 at 2:11 pm
what the f***! cebu pacific really don’t care about their customers. i’ve forwarded my complaint to their “feedback form” and they promised to get back to me after 7 days (from a computer generated reply).

and it’s true that they get back to me after 5 working days, but again from a computer generated reply only. their script makes me sick, saying thank you for my feedback because it has given them the opportunity to improve their customer service. saying they are sincere with their apology and all those f*** up script. but honestly they don’t make me feel that they are sincere. and i believe you will agree with me with that. here is their reply and please let me know if i am right or not…

“Greetings from Cebu Pacific!

First and foremost we apologize for the inconvenience we may have caused you. We would like to assure that corrective and preventive measures have been set in place in coordination with the concerned departments to avoid similar incident from happening in the future.

We truly appreciate and value feedbacks from our customers which provide us the best opportunities on improving our services.

Again, our sincerest apology.”

i believe that i deserved more than a computer generated reply. A call or a personalized letter sent tru mail would be better, i think. my point is simple, they sould give more attention, care, and importance to their customers.

Right?

Michael Keil
Romy May 21, 2009 at 11:06 pm
I join everyone condemning this airline’s incredibly lousy & inefficient Accounting department. I booked 4 different flights last October which had to be refunded. The standard answer “Your refunds are on queue” and “Only Accounting can say when the credit will be made” really gets to my nerves. The numbers & contact emails provided by the call center and by the ticket office are DIFFERENT. Six months later while on a trip to Manila, I wasted time to visit their Accounting office and expressed my complaint (and disgust). It’s so unbelievable that the person in charge (a certain Gracey) did not utter a word of apology and looked so unaffected by my complaints as if she had lived a life doing nothing but listening to passenger complaints!!! Anyway she verified the complaint and assured me they will immediately credit my Visa card. She even gave me a number (again DIFFERENT from what the ticket office and call center agent gave) for which to follow up. Unfortunately only 2 of my 4 refunds were credited. This May I called up the number again and the person who answered again said they will immediately process the refund. I have just received my latest card bill and still there’s no refund. I write this to highlight the fact that despite their FACE TO FACE ASSURANCE they will refund, they have not done so.

VERY DISHONEST, NO WORD OF HONOR, LOUSY AIRLINE. THEY CLOSE COUNTERS AHEAD OF THE 45 MINUTES SO YOU NEED TO PAY THEIR PENALTIES IF YOU HAVE TO BOOK FOR ANOTHER FLIGHT. WHEN YOU DO GET CHECKED IN, THEY’LL JUST TELL YOU YOUR FLIGHT IS DELAYED BECAUSE OF THE LATE ARRIVAL OF THE TURNAROUND AIRCRAFT.
Jim May 23, 2009 at 12:26 pm
You are all very lucky for your situation. I have been waiting for my refund from Cebu f*&(ng pacific since September of 2007. I have constantly called their hotline only to get the same friggin answer, that my refund status is on que. My other refund request is from a canceled flight, a flight they were the one who cancelled. We got a call a day before my dad’s return from Xiamen that they have canceled all flights to and from Xiamen, leaving my dad with no choice but to book a flight with PAL. They could have shouldered the flight from PAL, but they did not, moreover, they have failed to refund the canceled flight since Aug. of 2008 until now.
noel May 23, 2009 at 7:24 pm
JIM email me your details, I MIGHT able to help you, bryce0805@yahoo.com
Angie May 25, 2009 at 5:41 pm
To my fellow Cebu Pacific waiting for REFUND, please try to email Jenalyn de Leon of Cebu Pacific Refund Section w/ email ad “jenalyn.deleon@cebupacificair.com”. Hope she can be of help to us. According to her response (dated May 25, 2009) to my forwarded email, my refund is now in-process. Let us see if this is True or not, or will take me another 6 – 12 months waiting.
Eleora May 28, 2009 at 1:20 am
hello there.. i badly need the money (my refund) can anyone help me??? please.. i am so desperate na..
D.Selladurai May 28, 2009 at 7:46 pm
I with my friend (2 adults)booked cebu pacific from singapore to clark to travel on the 8th march, 2009. The reservation online was made on the 27th and payment was done by our credit cards on the same day.
on the 29th Febraury, 2009 we received a mail from CEB change flights that my travel schedule was changed for 9th by the airline. They do changes to their convinient and inform the passenger later. I had to cancell this itnerary due to my connecting flights. cebu pacfic send me a mail that they need at least 60 working days to refund the money back to the credit card account. Its now more than 120 working days have
passed no refund yet.
arsenio lacson May 29, 2009 at 11:12 pm
im so disgusting wd the staff of cebu pacific bacolod-silay airport check-in counter.my flight bacolod-manila route 3:25pm,upon my arrival at the check-in counter they said it is close daw but 2:40pm andun nako sa premises ng airport sa loob making my baggage check by the xray machine.they are not considerate especialy i have a patient companion and i tell then that vaccines,medicines is already in our baggage.,with a heavy heart we left going back to our home wd our ticket useless..we fly cebu pacific most of our travel but with this incident me my family will no longer patronage this airline..
ski June 2, 2009 at 10:10 am
Cebu Pacific blows rhino. We arrived at the counter 35 mins before departure. Well, the bastards say that you need to be there 45 min before ’scheduled’ departure.
They essentially rip you off. They take your money and we had to book the next flight at double the cost after all the huge fees! A ‘rebooking fee’ + a ‘non-use fee’ + a ‘cancellation fee’. What a crock!

Mind you this was not an international flight. All it was was a short leg from to Cebu to Manila. That is it! Crap company. Sadly it shows how corrupt the Philippino govt. is. The people are nice the govt. and companies are garbage. I will NOT travel there again. there are many other beautiful places to see and Philippines holds nothing special except scams. I hope the people revolt and clean house.
Ken June 2, 2009 at 10:43 am
Unfortunately, I think this is really part of their business model. They will, as a practice, overbook all their flights to ensure that their planes always fly full. Some passengers will not show up, so Cebu Pacific makes more money. Some passengers (like you) will show up less than 45 mins before departure so Cebu Pacific makes even more money by charging double or more of the cost for you to get on (hopefully) the next flight. Their only problem is when too many passengers show up on time which they partially solve by making check-in as slow as possible especially when the plane is almost full. This way, even if you are there on time, they can turn you away and charge you more money. I guess the only way to avoid this is to just make sure you show up the full 2 hours before flying.

In fairness to Cebu Pacific, I believe other budget airlines in other countries also have similar (though less devious) practices.

Oh well, this is really a case of Buyers Beware. But Ski, the Philippines holds many special places so I hope you still consider coming back and fly some other airline instead.