Cebu Pacific Sucks
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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Ken, you are right on the head about Cebu. After reading about how others got shafted by rescheduling games and flat-out lies, yes, your are right on the business model.
I have flown other discount carriers and NEVER did I have to pay more. They just re-booked me on the next flight at no charge.
The Philippine people are awesome.
You are also right about ‘Buyer Beware’. The many glorious stories of Philippino airlines/companies are a beacon for others. Sort of like lighthouse for warn of danger. So I hope you have a good trip but don’t come crying after you have a similar experience. My recommendation is to travel elsewhere i.e. Vietnam, Thailand, Malaysia, Cook Islands, Cambodia, China, Australia, Fiji, you get the idea. I know I’m not alone.
Honestly, I traveled quite a bit and yes, as you can see from other posts one bad apple can ruin your trip.
i also had a very bad experience with cebu pac! we purchased our tickets online last april 2009 and i booked 6 by 2s (because we found out that we can save 200 each if we book by 2s). we are sure that we booked all on the same flights depart and arrive, date and time. but by the time that we are checking in hong kong airport to manila, the last 2 in our group were not schedule that day, instead they were asked to come back the next day, same flight # and time but different date. we were all shocked!!! as we checked the printed ticket, yes, the date is 1 day late from the 4. so called cebu pac using the HK airport phone and phone card (HK$50 each = 10-15min) but we were put on hold for A WHILE so we ended up buying 4 phone card just to reach out to the cebu pac hotline (702-0888) until they told us that we need to pay Php7,100 each for rebooking, where in the first place it is their ticket sent to us that was wrong. TOO MUCH HASSLE! TOO MUCH FEES! So we just paid them using our credit card just to let the other 2 arrive in Manila the same day with the 4. But the flight given was 12hrs interval. So we decided not to pursue the rebooking since it will be just another 12hrs and the flight schedule in the ticket will be followed instead of paying them, we’ll just stay in the airport or roam around and enjoy. But the agent said it was already processed and we cannot undo it anymore. So no choice! They won our Php14,200. We know we also missed checking the dates in the ticket sent to us, but we just looked at the names and flight numbers, thinking that we are very sure when we are choosing the flights when booking online.
Most of my friends think that it maybe CebuPac’s way of getting money from us.
Plus, their fligt attendants are so RUDE!!!! My aunt innocently ask if they provide playing cards but they answered back with high volume “Hindi po kami namimigay ng baraha dito. Never! Never talaga!” (As if affected sya sa question ng tita ko dba) What’s their prob?!
I will never ever book again with Cebu Pacific Air flights. They are money-maker even in expense of folling their customers and passengers. I believe in Karma!!!
you know guys cebu fuckcific is very1000000xxx liars. they have there promos but it doesnt appear on the selected date you have to travel. boycott their promos.its liar. a form of scam to convince people to fly with them.sucks their employees are not courteous. has poor communication skills with their clients.no free snacks inflight they are selling very1000xx expensive drinks and food . minimum of 50 pesos. thats how gokongwei treats all the pinoys. they had shown their on time performance but you know guys always delayed . better for us to ride again with this scam airline.
kaya gokongwei retrain all your employees. sila lang po ang makapagbankrupt sayo. KARMA IS THERE ALL TIME. please treat all the client in the right manner.
DONT FLY WITH CEBU PACIFIC!!!!!!!!!!
DO NOT BOOK NOR FLY WITH CEBU PACIIFIC. BOYCOTT THEM. SO THAT THEY WILL LEARN HOW THEY TREAT US. SANA CAAP OR DOTC MAKES AN INVESTIGATION REGARDING THIS AIRLINE.MARAMING NG COMPLAINTS SA KANILA. SEANTE MUST INVESTIGATE THE CRUELTY TO CLIENTS.PANAWAGAN SA MGA SENADOR NA BALAK MAGPAPAPEL INVESTIGATE THIS AIRLINE ON THE UNRIGHTEOUS DOINGS. TELCOS ARE UNDER INVESTIGATION. WHY NOT THIS AIRLINE!
Guys, I emailed the following last June 23:
cc.led@cab.gov.ph,
cc.daphne.ty@cebupacificair.com,
cc.CWD-BTRCP@dti.gov.ph
Two days after (June 24), I received an email from DTI and from Daphne Ty. I was advised my refund was already transmitted to my issuing bank. This morning, I checked and it was there. Many thanks for your advise peeps in this forum.
CEBUPACIFIC CREWS ARE ARE INDEED THIEVES!! I ARRIVED CEBU YESTERDAY FROM MANILA. AND HERE ARE THINGS THEY GRABBED FROM MY CHECKED IN BAG:
1. MOTOROLA V3I + NOKIA CHARGER
2. NIKON DIGITAL CAMERA + CHARGER
3. SPYDER SUNGLASS
4. BRAND NEW TSHIRT FROM BAGIOU!
SUPPOSSEDLY I HAND CARRY THE BACKPACK BUT SINCE THERE WERE COUPLE OF STRAWBERRY JAMS INSIDE THE BAG THE ATTENDANT ADVICED ME TO CHECK IN MY BACKPACK. I AM AWARE THAT THOSE VALUABLES SHOULD BE HANDCARRY BUT I JUST FORGOT IT SINCE I WAS QUITE TIRED BECAUSE OF THE LONG HOURS OF TRAVEL FROM BAGIOU.. WHEW!! ANYWAY I HOPE THE MANAGEMENT CAN FIND A SOLUTION TO THIS KIND OF PROBLEM… HOPE YOU GUYS CAN PROVIDE A PIECE OF ADVICE TO ME. IS THERE A CHANCE TO ASK FOR A REFUND?
To Melvin:
Try to register your complaint to CWD-BTRCP [CWD-BTRCP@dti.gov.ph]
Consumer Welfare Division
Bureau of Trade Regulation and Consumer Protection
Department of Trade and Industry
2/F, Trade and Industry Building
#361 Sen. Gil Puyat Avenue
Makati City, Philippines 1200
Also copy led@cab.gov.ph; daphne.ty@cebupacificair.com
As for the update on my claim, the 1st one had been credited back to my credit card. The other 2, i still keep on doing follow-up. Do not call
8548568 coz according to the one answering it’s not a Cebu Pac office. Try (+632) 851-9186. Maki suyo lang. Some personnel in the Refund section are Jenalyn de Leon. Please be patient, talagang nakakainis.
After reading the above comments, I also emailed the recipients below. I highly recommend that you do the same. VERY EFFECTIVE!
cc.led@cab.gov.ph,
cc.daphne.ty@cebupacificair.com,
cc.CWD-BTRCP@dti.gov.ph
I received an acknowledgement receipt from CWD-BTRCP after an hour. 30mins later, I received email from Daphne stating that refund will be transmitted to my account in 10days.
Regards,
-Al
CEBU PACIFIC IS A BIG SCAM!!!! They dont really intend to return the refunds! maybe they want to use the money on other business investments!!! just imagine, sa dami ng di pa pa nabibigyan ng refund, ang laking pera nun na pwede nilang gamitin!!! And they’re not even paying for the finance charge of you credit card company!!! f**K!! ANG KAKAPAL kahit maliit na pera pinagdidiskitahan! I think JG Summit group has this talent of holding people’s money just like SUN CEllular, same strategy when your contract is over and they hold the advanced paymnt but was never stipulated in the contract that it wil take 6 months to be returned! Goodluck kung 6 months lang! ako 9 months and 6 months respectively at nasa hoardery este treasury pa daw! binigyan na ako ng document control number at until now wala pa rin sa bank! kaya wag magpaniwala pag sinabing 45-6o days kasi baka 45-60 years ang refund!!!! mga swapang na negosyante at nanlalamang! MAKAKARMA DIN ANG MGA YAN and the people behind this BIG CORPORATE SCAM! AT yung mga taong yun, you know who you are! DAPAT PA IMBESTIGAHAN NA ANG CEBU PACIFIC! tulad ng nangyari sa GLOBE< SMART AT SUN na mandirigma!
i worked in ticketing office for almost a year ganyan tlga kme dun dedma ever when u talked to the manager milen sabihin p nila syo wag bigyan ng lowest fare at gumawa n lang ng ibat ibat kwnto o kaya refer s customer service cila pa problemahin jan really suck db! d ko din ma take e thats why i resigned…
I took the advice of some of you here re refund. Hope it will work. I’m really sick and tired of Cebu Pac. My flight experience was indeed horrible.
I’ll share you my horror story if in 10 days I don’t get any action from Cebu Pac.
We finally got our refund credited back to our credit card after 5 months but not until we sent a email to the three E MAILS( daphne ty, cab and dti.) Thanks and to you guys who have yet to receive your refunds, why not give it a try.
haha! refund stories! what’s new? GOSH!
cebu pacific is a LCC- Low Cost Carrier, costs are drastically cut by eliminating free meals. One more thing, PROMO FARES are subject to availability. Did u get it Agent007? A-V-A-I-L-A-B-I-L-I-T-Y. ngbabasa ka ba? or nkknig sa cnsb ng reservations agent?haha! You’re not paying attention dear. ♥
oh well, they suck. that’s why I resigned. =P
P.S
sure ba kau na di na kau sskay sknla ever? ow cmon! hahaha. LMAO
I’ve been waiting 10 months for 4no. credits.
I phoned up again last week and told that 2 had been processed so I had not received any refunds.
I keep emailing the “accounts department” but “the only email address we have” keeps bouncing back.
I have emailed daphne, CAB and DTI as above but as yet have heard nothing.
Hopefully that will change soon.
I’ve been waiting for my refund since last year, it’s more than a year now. Everytym I called their cebu pac hotline their cs rep would always tell me that it’s already in their refunds department. and some even have the guts to say that they will personally email/call you regarding the status of your refund.LIARS!!!till now, havent heard from them.
Yes they suck and can’t give a valid reason for their exorbitant penalties. Can’t even make a decision on whether they’d cancel flights or not (Typhoon Ondoy). They give lame reasons like “May something problem lang po”
What kind of a reason is that?
cebu pacific is an awesome airline company, the manner on how they dealt with ticket refunds and rebooking is beyond disbelief, but in a way it is good business sense, inspired me to rip other people off with their hard earned money..
bought 4 round trip tickets from them ( singapore- phils) for my 1 week vacation (we go home 3x a year).. always preferred them for their cheap flights and outrageously oversafe safety concerns (always delayed flights due to maintenance of unAIRWORTHY plane
and then “ondoy” dropped by, no way in hell im able to catch my flight on that sunday morning, got trapped in ayala bridge near SM manila surounded by waist high flood waters everywhere, my SUV already got too much wading..called their office for rebooking, 30 minutes at least before they answer, 500 peso load didnt cut it, no choice but to put my singtel sim, alas, they answered after 45 mins, reb0oking fee of 5,000 php, 10 thou total for 2 bookings. what the hell, they even said theres no advisory yet on their flights, suggested that its better to purchase new 1 way tickets, 25 thou php on the 4 of us and just refund my old tickets, said we can call later for flight advisory and then she hung up, dammit, called again and nobody answers, 1:30 flight missed.. SHEET… no electricity, no enet, just lots of floood water, laptop batt dies so no online info, now things gets better and better, called them again that early sunday evening, no advisory yet they say, hell might as well buy tickets for the 4 of us the coming tuesday, monday morning came the advisory that they will waive rebooking fee for flights missed on sunday within 1 week, damn im screwed, refund charge for tickets is also 50 percent, (refund in 60 days at least, what the FACT), doing math in my head, im looking at a 15 thousand pesos ticket loss and a singtel bill of 245 sg dollars for cebu pacific… WOW,easy money…. Thanks cebu pacific, you will never see me again…..
more over, is there anything i can do on this? like have them offset my new tickets and consider it as a rebooking of my old tickets?
When considering flying in the Philippines, DO NOT consider cebu pacific. Pretend that airline doesnt exist and go with anybody else no matter how cheap their tickets, in the long run you will pay more to fly cebu pacific than any other airline.
“IT IS TIME EVERY JUAN FLIES” – FAR FROM IT. CEBU PACIFIC, TALK ABOUT TRUTH IN ADVERTISING!!!!!
Forewarned is forearmed.
I want to share with everyone the bad experience my daughter Christine had with Cebu Pacific Tacloban. Her flight was scheduled at 1:40PM for Manila last Monday, November 3. Upon checking-in, she was asked for the travel voucher as well as the actual ticket. As reference, my daughter was using a travel voucher issued by Cebu Pacific to alleviate the inconvenience she went through for an earlier “infraction” by the airline (that is another story altogether). Unfortunately, my daughter misplaced the voucher. The attendant (Mario) told us that in lieu of that if we could provide a copy or fax one, the voucher being a requirement imposed by their Accounting department. I could understand that request. Good thing I remembered that I have a copy of her travel voucher in my email. So I requested somebody from my office to access my e-mail, retrieve this copy, print it, and fax it to Cebu Pacific Tacloban. I thought that, that solved the problem right? Lo and behold…just before the copy could be faxed by my colleague, the attendant suddenly told me and my daughter that they can’t accept the fax copy, because only the original copy is acceptable. (What the….!). I was furious but I kept my cool. Instead I asked them how they can help me given the situation. I was then referred to their manager – Mr. ORTIZ. When I spoke with the manager (Mr. Ortiz – I can’t say he was accommodating because he was already giving me dagger looks as he was approaching me. It seemed obvious to me that I was “disturbing his precious time”).
I pleaded to Mr. Ortiz to extend us consideration as my daughter needed to be in Manila for her enrollment. Besides I added, my copy was clear enough to show the name of my daughter and the voucher number, which I think was what the Accounting Dept. needed. I begged several times to the “MANAGER” and guess what?… his BEST solution — “If you can’t find the original copy then I can’t help you”. He then turned to the attendant and instructed him to release/return my daughter’s luggage as she was not to be allowed on the flight!!!!!!!!! He acted as if we were really taking too much of his time (Wow!). Whatever happened to customer service? Whatever happened to “the customer is always right”? What business does he or the Company he represents have being in the service industry, when they don’t even understand the meaning of the word? What gives? What happened to “it’s time every Juan flies”??????
I totally understand the need of the travel voucher for accounting purposes (as explained by Mr. “MANAGER”). But what I didn’t understand was why they couldn’t accept a fax copy when they only needed the name and voucher number for verification (again, my copy clearly shows the name and the voucher no.)? Yes, I asked Mr. Manager Ortiz why for this special case/circumstance they needed the original voucher, when my daughter just told them she misplaced it. Besides, this voucher was already verified in Cebu Pacific Manila before they even issued her the round-trip tickets!!!! For goodness sake, she was able to leave Manila and was already on her return trip and Cebu Pacific was not willing to honor her ticket/voucher, which was already cleared in Manila hence the issuance of her tickets!!!!!
Mr. Manager Ortiz’ response was priceless and I quote “with our technology right now, everything can be faked” (*&^%$# Great! now, he is even accusing me of faking the voucher). I really don’t get it. All they needed to do was to check if the name stated in the voucher matches their records and if it matches the name on the issued plane ticket, right? How difficult was that? Besides, how in earth could I have “faked” the entry in the faxed copy, when I just requested someone in my office remotely, to access my mail and fax the copy!!!!! At this point I knew that what was more important was that my daughter does not miss her flight as her enrollment was on the immediate following day. To ensure this, in the meantime, I decided to buy another ticket for the next flight as Mr. Manager Ortiz was resolute in his stance of not allowing my daughter on her original flight! The purchased ticket cost me P3,900+.
This is not solely about the money, but primarily to bring to light the inefficiency of the Cebu Pacific Tacloban office led by their Manager, Mr. Ortiz and to share with you my personal experience of being at the receiving end of what I can only describe as rude, brash and uncouth customer service this airline is providing the riding public.
It actually got me thinking that was it because the travel voucher was given free to my daughter? Let me remind Cebu Pacific that the reason they gave Christine the free ticket/voucher (which is not technically speaking free) was because of the inconvenience they caused her for overbooking her flight last March 2009. Why the sudden change in their minds of not accepting the fax copy?
To Mr. “MANAGER” Ortiz, (I hope he reads this) you could at the very least inquired with your accounting office if they can accept my copy since it clearly indicates the details they needed for proper documentation.
Let me remind you sir that “good” Customer Service builds trust and loyalty. A customer’s value to a company goes far beyond the amount they are purchasing in any one transaction. If well served, a customer can be yours for life. Over their lifetime they may spend thousands, tens of thousands or far more on your products and services. If not well served, they’ll take their patronage elsewhere. I’m pretty sure this was discussed during your job orientation and is covered in one of the handouts in the Customer Service seminars your Company invested on your behalf.
Just in case you want to have a refresher, I know of a company that offers the best training in Excellent Customer Service. I can even give you a FREE training voucher to this organization, which you can avail of, even if you lose the voucher. You just have to present some form of identification *wink*
Maupay nga adlaw ha imo sir!
Christian “Ian” L. Advincula
Puro kayo reklamo! this airline may have some flaws. nobody and nothing’s perfect anyway! but you must admit, it has given lots of opprtunities for family and friends to get closer (occasions ccan be shared more often) by offering affordable fares esp kung mag promo sila. don’t you get excited when they do? malaki ang ANG TULONG NILA FOR THE FILIPino people.
eh ang PAL nga mga elitista! punta ka sa offices nila and they treat you like shit.. esp kung naghahanap ka ng murang tickets and when you look ordinary. tama na ang ganung ugali. pare pareho lang tayo. that’s why i like cebu pac. they are for the masses. masses meaning sa LAHAT..no exclusivity!
To PAL: MAYBE IT IS TIME TO TAKE A LEAF FROM CEBU PACIFIC’S BOOK. IT WILL DO YOU GOOD. WHO KNOWS BAKA DI NA KAYO MAG SIRA EVENTUALLY. DIBA PALUGI NA ANG COMPANY NYO????? IF THIS ISNT PUBLISHED I WOULD KNOW THIS BLOG SITE IS SPONSORED BY PAL!
Author’s Reply:
I do not work for PAL, nor associated with the company in any way. If you want, I can give you my LinkedIn Account to see for yourself where I work. And this place is not to destroy Cebu Pacific’s reputation, this is for people to share their experiences with Cebu Pacific – be it good or bad. Unfortunately for me, it was a horrible experience.
Also, you cannot tell people to stop complaining. Many businesses even asks for complaints to improve their services. If there are no complaints, then how will business-owners know what to improve?
If you have not experienced any trouble with Cebu Pacific, be it a delayed flight or refund problems, then good for you. You are one of the lucky few. Maybe you can share your good experience with them here to prove that they are not so bad after all.
In any case, If you are tired of reading people’s complaints, you are free to click the X button on your browser.
tHis is to comment on IAN’S nov7 post..too bad you were treated that way. we do encounter office people who are incompetent, undertrained maybe immature for their posts. so far i havent encountered such problem for 2yrs ive been flying with cebpac. you must understand, they have become the no.1 airline in the country and operhaps they are quite overwhelmed with the sheer volume of commuters daily. still, i dont criticize them. i think their lower rate offers far outwiegh occasional misgivings/mistakes..of course i dont condone nor excuse the customer care people.. they need improvement big time!
daddy ian, i symphatize with you… my flight to taiwan was change from 1110am to 2230 without prior notice, and i will not be able to reach my connecting flight to new york. when i called up their so called customer service their answer was that the aircraft will undergo “aircraft maintenance”. does that mean that the aircraft of cebu pac is not safe because as early as now they can predict that they will encounter problems with that certain flight on decemeber. they must have power to see the future. as of this moment i am consulting my lawyer on how should we go about it. this is the first and last time that i will book cebu pacific… they sucks and their aircrafts are not safe to fly with…
I got a call from “Daphne” of Cebu Pacific Customer Service yesterday to apologize on behalf of the airline. She said that they already “talked” to Mr. Ortiz about the incident. She also said that they will no longer require passengers to present the travel voucher at the check in counter as long as it is presented when booking the ticket.
Hi Weena, while I agree that this airline offers the cheapest fare (im thankful I can save few hundred pesos on my travels), nobody deserves to be treated unprofessionally at any given time regardless on how much money you were able to save. Like you said, it is inexcusable and should not be condoned. I’ve heard stories from friends in Tacloban about how “friendly” CP airport staff are. This is the reason why I posted my complaint – to bring to light their inefficiency and rudeness. I hope all the posts here will serve as a wake up call to Cebu Pacific before they lose the top spot.
To Angie, thanks for sharing these email addresses. Very effective!
cc.led@cab.gov.ph,
cc.daphne.ty@cebupacificair.com,
cc.CWD-BTRCP@dti.gov.ph
Hi Dessy, I hope they can fix your flight schedule, try to send an email message to Daphne.
to weena on his/her nov 9 post… nice justification on your name there, being a whiner and all…. and u sound as if u work for cebu pacific yourself.. 2 years flying time u say? what a noob.
understandably, we all ought to seek for cheaper flights, not necessarily we patronize any airline for that matter, but to seek the lesser of two evils money wise at any given time… this weblog therefore is a medium to voice out our “reklamo” or shall we say “constructive critisism” regarding unfair leverage and unprofessionalism of Cebu Pacific should any complications come your way. theyve given us value for our money alright, but they havent figured out yet whats “costumer service” means in the first place.
so weena, call CP and extend our thanks for the dirt cheap flights, lets see how long that takes you… …. PEACE
guys!! yeah yeah CEB sux!!!! i booked online and when i submit it it says booking declined but they still took money from my card!!! hahahaha plus their employees and ticketing officers think they know it all!! they don’t have proper training i think for customer service. flight is delayed most of the time.. and can you believe it??? my flight got delayed for 45min from manila to HK because when we were about to go they found out that the PA system ain’t working.. and so we are stuck in the plane!!!!!! bored to death..mmmmmm should i try PAL??? too expensive! lol.. so yeah.. advice is. if ever you’re going to use cebu pacific just go to a travel agent.. (wink) even though u pay the agent the cost wont be as much as PAL’s hehe and make sure u bring what you need to bring.. mmm i’m ok with cebu pac so far… but yeah once theres a glitch it’s Good buy hard earned cash!!
I know we love to save $$$$ but in this case, one must avoid Cebu Pacific at all costs. A few scenarios:
1. Low-Fares are designed to rip you off when you exceed hand-carry and check-in bags, fees range from $40-65 per bag. If you miss your flight, get ready to pay with penalties & upgrade reaching $70 per segment.
2. Everything is ala-carte….meaning if you want water, you have to pay for it. This is literally a flying bus in/out of Philippines.
3. Paying full-fare means less service. You still treated like a 2nd class citizen no matter what. I asked a flight attendant for water in my Davao-Manila 7 pm flight on 11/07/09, she responded, “Sir, you have to buy a bottle. If u really want one, we can give you HOT water with ice for your medicines.”
Some service….huh? Absolutely, the SH*T airline of the world!
From my Taipei to Manila flight on 10/29/09, I asked for a blanket. Guess what? You have to pay for it as well. Next time, they will charge you to use the rest room or CR plus charge you for the toilet paper or tissue in the CR too.
Flying Cebu Pacific reminds me of riding a provincial bus and pay for your own food from street vendors that come in when bus stops plus pay for the rest rooms (CR) at each bus stations. This is how Cebu Pacific got their idea!
One more thing, I booked my Taipei flight locally but didn’t have my US passport in hand. I told them that I’m US citizen. They charged me P1620 for international pinoy travel punishment tax for not having my passport.
When I requested a refund after showing my US passport at Terminal 3 office, I was told that I have to go to Travel Tax office in Ermita to get a certificate that cost me P200 plus transportation.
I did get the certificate to authorize Cebu Pacific to refund and finally received my refund but cost me P500 to get it and half a day. What a F**king joke! They could’ve just booked my flight as US citizen in the first place & avoid the hassle of getting my travel tax refunded back.
This is airline is the dumbest airline and 100% F*cking sh*t hole of the airline industry! Cebu Pacific should leave the airline industry and goto provincial bus business model.
Re: Ian
I can relate to your expereince in Tacloban, my partner was holding a return ticket from Tacloban to Manila and upon checking in was asked to provide a copy of my credit card ( the copywas taken by the checkin at Manila airport on her outbound trip, wherupon i faxed to tacloban a copy of my card. upon receipt they said it was too dark and they were unable to read it. after speaking with the manager ( dont know his name) he informed me hs fax machine was set to receive dark copies. i then asked him to reset it so i could fax it again, his reply was…. sorry sir i dont know how to do it and we have no technician on duty and also that i now too late to allow her to board ( unless she paid a new fare of 5000)
He was told what i thought of him and his company, definately not printable. have never used this crappy airline since and never will, and by te way i recevied a refund 5 months later, minus admin and cancellation fees.
hey you guys its all your fault..
you cant compare them to any major airlines such as Singapore Air, Philippines Air, Thai Airways.. Cebu pac is a low cost carrier like Air Asia they can give you cheap fares but you will be charged expensively once you rebooked the date or refund the ticket, but all of those regulations and penalties you can find on the ticket.
please open your mind… pay cheap youll get cheap service..pay expensive youll get expensive service..
I usually choose major airlines for my business trip, but I choose a low cost carrier if I just want to have ordinary travel..
-Always think wisely-
@Ozz
Just because we paid cheap for the ticket, it means that we have to be treated not as customers, but as stupid and gullible people who will fall for their schemes. I agree with you that cheap airlines offer cheap services, but not to the extent of delaying flights or refusing to refund tickets. Their planes are small compared to PAL, they offer limited destinations and lesser flight schedules. They even do not offer complimentary snacks on board and the toilets are stinky. So I guess that clearly defines ‘cheap’.
But to refuse or delay refund, or asking customers to wait for the next flight because the plane is already overloaded, that is a sign of lack of concern for the passengers.
Friends and readers of this blog;
I finally got my refund after more than 1.5 years of waiting from CP. This Dec 2009, i tried ZestAir and good enough my family flew and had great vacation in Boracay, sale seat also. Their plane was on time, stewards and stewardess are as professionals as those of regular international flights, in terms of dressing, manners and customer services. Their aircraft is new, aircon is cold, not fly in spirit as they where used to be branded in the past. No delays, well organized. Not because we fly domestic via sale seat, they will treat us with inferior service, this is not FAIR for us passengers. Its unfortunate, that CB has the most number of flights. But always late, waiting time too long. Try other airlines…
damn ! cebu pacific flight attendant have a slut! esspecially ms.FATIMA BASUL,
CEBU base but from tacloban city. PUMAPATOL SA MAY ASAWA. AT IBAT IBANG LALAKI NA ANG TUMITIRA. SOBRANG LANDI! WALANG KAHIHIYAN… MAKAPAL ANG MUKHA…MUKHANG PWET NAMAN! MAY SAKIT YAN….SOBRANG MAHAROT MAKATI SIGURO ARI YANG FATIMA NA YAN.. DAPAT TANGALIN NA YAN SA CEBU PAC. AT MARAMI PANG PAMILYA MASISIRA NYA….WELL ALAM NAMAN YAN NG MGA KASAMAHAN NYA SA TRABAHO!!!
I am currently on hold Ceb Pac (40 minutes and counting). Talked to Hardy Haber (Libis Call Center) and was supposed to transfer me to a Supervisor (Ms. Shanty).
Yesterday, I talked to Hil Tomulto, placed me on hold for more than an hour and still did not give me her Supervisor Onin Ong and Manager Ralph Senabre (Reservations – Ortigas).
WHAT A CRAP!
I experienced the same problem with PAL two weeks ago. They sent me an e-mail, asked me to go to a ticketing office, and resolved my problem with a smile.
Will talk more about the problem later… in terms of customer service, CEBU PACIFIC IS A CRAP!
Again, CEBU PACIFIC IS A CRAP!
STILL ON HOLD….
NO UPDATES.
THEY ARE PROBABLY EXPECTING ME TO DROP THE CALL.
CRAPPY SERVICE.
STILL ON HOLD…
NO UPDATES.
LEFT A FEEDBACK FORM ONLINE (CEBU PACIFIC WEBSITE)
CEBU PACIFIC IS A CRAP.
WOW! STILL ON HOLD.
DO THEY EVEN MEASURE CUSTOMER SATISFACTION AND VALUE CUSTOMER FEEDBACK?
WHAT VALUE ADD ON ARE THEY GIVING TO THE MARKET? NONE.
STILL ON HOLD….
2 HOURS.
I USED MY OTHER LINE TO CALL CEB PAC AGAIN.. SPOKE TO KIRTH FROM THE SAME DEPARTMENT/CALL CENTER. SHE PLACED ME ON HOLD TO TALK TO HARDY HABER AND MS SHANTY.
HARDY IS NOW ASSISTING OTHER MEMBERS! PER KIRTH, THEIR TRANSFER LINES ARE SCREWED! THIS MEANS THE HOLD MUSIC THAT I AM HEARING WILL GO ON FOREVER! WHATTHEF***?!?!
I CONFERENCED TWO LINES – THE HOLD MUSIC LINE AND KIRTH’S LINE. ASKED KIRTH TO JUST ASK MS SHANTY, THE “COMPETENT” SUPERVISOR TO TAKE THE CALL FROM HER STATION…
I AM NOW ON HOLD AGAIN.
TALKED TO SHANTIE DANAO (OPS SUPERVISOR – LIBIS CALL CENTER). WILL COORDINATE AGAIN WITH THEIR E-COMMERCE DEPARTEMENT. THIS DEPARTMENT OPERATES OFFICE HOURS ONLY, MONDAY – FRIDAY.
SHE WILL CALL ME TOMORROW.
THIS OUTSOURCING COMPANY SHOULD LOOK INTO THEIR SYSTEMS (NOT WORKING PHONELINES FOR TRANSFER?!? MOVE OUT OF BUSINESS OR CREATE A DIFFERENT WORKFLOW/PROCESS!)
TO THEIR CAMPAIGN HEAD – LISA TAGLE, PLEASE LOOK INTO YOUR ACCOUNT. LOOK AFTER YOUR CONTACT QUALITY. YOUR CENTER IS ADDING BURDEN TO CUSTOMERS.
CRAPPY SERVICE FROM BOTH CEBU PACIFIC AND A CERTAIN CALL CENTER IN LIBIS.
OMG, im getting nervous already. I availed their ONE PESO promo scheduled flight to Davao…. When i checked the eticket that they sent, the surname of one of my companions is wrong… I contacted their hotline and like you I was put on hold for one hour….. I explained the situation to them and they told me that I will get the result of my request after one week because they have to check if it was the system’s fault.
After one week, I called them up again….. but they told me that no actions has been made yet….. tsktskstk….. such poor and crappy service….
@michie: para wala nang hassle just manipulate the id.. make an id for your friend which is match with the name that was printed. in that way walang hassle. we did it with my friends back and forth to manila.
Another way to get satisfaction is to tell them that if your issue is not addressed you will post your story here:
http://www.ripoffreport.com/
I have also let them know that if I am not satisfied I will pursue the matter with my credit card company. For those of you who used a credit card remember- they are ALWAYS on your side in a dispute.
Dave
I just got another one to add to your “CC” guys!!!!! Try this:
michelleeve.deguzman@cebupacificair.com
Oooh oooh I have several stories of my own!
1. In 2008, my family and I were flying from HK back to Manila. Our flight was something like 10 PM, but it was delayed… unfortunately, because the Philippines airport would be closed by the time we were going to arrive, we had to stay in the airport overnight! There was a big group of passengers there and we were getting pretty disgruntled because nobody would tell us what was going on.
Eventually, we received news that we’d be flying out first thing in the morning. (I felt sorry for this lady whose relatives had driven all the way from Pampanga to pick her up.) They handed out food vouchers… fine. However, they should have at least provided us a place to sleep! We are all huddled by the gate just waiting. There was not a single person from Cebu Pacific there.
Only good thing was we got travel vouchers. I still think they should’ve at least provided us places to stay for the night instead of just making us stay at the gate!
2. Also in 2008… I had a flight from Caticlan to Manila. Upon checking in, we were told that our flight was delayed SEVEN HOURS. And that we’d have to go to Kalibo. They also knew this a few hours prior.
#1, if they found out about it a few hours before, why couldn’t they have informed us? We were required to provide our mobile numbers when we booked — CebuPac could’ve easily used this information to inform passengers that the flight was delayed, especially if it was as long as 7 frickin’ hours.
#2, they only provided us one packed meal. Again, 7 hours is a pretty long time — they could’ve at least provided a place for us to stay and at least 2 meals
3. Right now! I’m on the phone with their call center as I type this –
I was trying to book a flight online. Surprised at how buggy the site was — kept receiving random errors messages (ex. overflow errors) and such while booking, I had to type in details around 12 times before I could finally go through. (Even if people say that it’s probably because of the ongoing seat sale, don’t they stress test their systems?) My friend couldn’t book at all and I tried helping her out as much as 15 times and we’d get stuck because the page would output errors. She decided to call instead.
Anyway, because it took me around a dozen times before I finally got my booking right, my name was misspelled, missing the last character. (!!!) Yeah, my fault. I called the phone number at the site and was told that I had to e-mail a copy of my birth certificate and a valid ID to a certain website, call them again to tell them I’d sent the information, then someone would verify if they would make the change.
Well, I was lucky enough that the people I’d end up talking to at CebuPac were very nice. Can’t really get mad at them because they’re just doing their job and following existing procedures that they have no power to override. But sometimes there are some things that are generally off! For ex, I wish that:
- if flights are delayed for a substantial amount of time, they should inform the passengers RIGHT AWAY
- if flights are delayed, they provide meals for all mealtimes that were missed, not just one
- if flights are delayed, causing passengers to stay overnight… to provide decent places to sleep, and not just leave passengers at the airport. (I don’t know why they made us stay overnight in HK. I had a friend whose flight was delayed the next day in Kalibo, CebuPac booked them at the Precious Hearts resort. Maybe coz they couldn’t be expected to spend the night at Kalibo airport)
- fix the website. Please please fix the website. I was surprised at how many errors I encountered — don’t they test their systems? Don’t they STRESS TEST their systems? Especially now that we’re entering the summer season and they have all these promos going on — it shouldn’t be THAT buggy!!!
- perhaps a more robust problem tracking system. I thought having to provide both my birth certificate and a valid ID was a bit too much… I don’t know why they ask for *that* much identification. What I don’t understand is why, after sending the e-mail, I had to call them back and *tell* them that I’d sent it, and that’s only when they’d look at the e-mail. I mean, why not just process the e-mail after you’ve received it? They should definitely adopt more efficient problem tracking systems.
I would just like to air my complaints regarding the hassles Cebu Pacific had put my parents through this month. My Dad had undergone Transarterial Chemoembolization (TACE) due to Liver Cirrhosis last March 4 & after 7days (March 10) was supposed to be their (Mom & Dad) flight back to Legaspi because my Dad wants to rest at home before his next check up. They were not aware of the need to present any medical certificate that Dad is free to fly so they arrived at 4am because their flight is at 6am but when my Mom requested for a wheel chair for my Dad because he had undergone TACE, the customer representative asked to see the medical certificate for Cebu Pacific to allow them to fly. So since they cannot procure the documents before the flight given the ungodly hour, they asked the customer service what they should do with the flight already booked and to think its a return trip for 2. They were just advised to rebook & that it was free of charged. Okay fine i get the idea why they need clearance from the doctor. So my parents just decided to stay here in the Metro til my Dad’s next check up. With that they have to spend money for the unplanned expenses. On March 15 they were given the medical certificate that he was free to ride a plane. On March 16, to my Mom’s dismay both the Robinsons Galleria & Manila ticketing office had problems, she was told that their machines are down & she has to proceed to their main office at Terminal 3 just to be able to have their flights rebooked. Imagine my Mom is almost 63 yrs old & she came all the way from Quezon City to Terminal 3 just to rebook given that we are already in need of financial help because my Dad’s procedure is very costly & we still don’t know where we will get the amount he will need for his next treatment & alas Cebu Pacific has also contributed to our misfortune & added worries by telling my Mom that since their original return flight is after 4 days that the same should also be with the rebooking!!! Why is it not possible that return flights should be as long as 1 month??? is it that hard to do? When in fact their requested return flight is only after 2weeks in time for my Dad’s next procedure. My mom has already reached a boiling point & just accepted the fact that okay just one way (Manila to Legaspi) & maybe they could just refund the amount for the return flight but the customer representative said that its not possible!! They have already wasted more than enough money & energy of their customers yet they dont give out options to make their customers lives easy. Imagine its not just hundreds of pesos that my parents wasted for this flight, its thousands. And as we know, money is not that easy nowadays.
My Mom have already booked the trip from Manila to Legaspi for tomorrow with no return flight & no refund for the amount they’ve paid in good faith. They have already paid the amount when they bought the original flights, how hard can it be that they should be given their money’s worth for the return flight? I really hope there is a way that their return rebooking flight should be scheduled by April 6 – Legaspi to Manila.
Hope along with other complainants, that the customer service if ever there is any in Cebu Pacific should be checked by the proper government authorities. Because instead of helping their customers they wasted their energy & money, & give them too much hassles.
i was reading all the blog posted in this site and i cant help but to post my own as well. Regarding the refund. yeah, i think they (CebuPacific) have a problem. Worst it DOES NOT ONLY CONCERN INNOCENT TRAVELERS but it may likewise be connected to a CRIMINAL ACT. This post is exclusively for the loophole i noticed the way CP issue refunds.
Two days ago I was called by an Uncle. He told me if i could inquire at the cebu pacific office about the possible refund of a ticket my aunt bought last year. According to my uncle the ticket could be refunded within one year. Since they purchased the ticket last July of 2009 then the claim for refund has not yet prescribed. So I called CP call center. Like many of you here. I also encountered lots of delays. I almost lost 300 pesos worth of cell phone prepaid load just waiting for their answer. The music on the other line does not help at all. It makes me irritated. Well, thats another story, but heres the more dangerous thing AND I LIKE EVERYONE TO KNOW IT.
My Aunt tried to apply to an agency to work abroad. The agency said, “alright, we’ll purchase the ticket just pay us” My aunt was supposed to go to Macau. So, the agency BOOKED and bought CP ticket using my Aunt’s money. They then gave my aunt a travel voucher (XEROX COPY). AND It is true the name of my aunt appeared on the travel voucher issued by CP. Actually there were three names who appeared on the travel voucher. It turned out that my aunt had two more companions with her. NOW HERE’S THE CATCH.
My Aunt was supposed to go to Macau last July 22, 2009. Unfortunately, the recruitment agency was not able to fly her out. NOW, after almost a year of waiting, the agency seems to negate their obligation. There could be some bad faith on their part but again that’s another story. Now, my aunt and uncle wants a REFUND from CP. To cut the story short I have learned through CP call center that the money has already been REFUNDED LAST AUGUST 20, 2009!
PEOPLE YOU GOT TO SHIVER.
Let me get my facts straight. My relatives paid the agency to pay the tickets. The agency BOOKED AND bought the CP Ticket for her. The name of my Aunt appeared on the voucher. She never got out of the country. A refund was asked last August 20. A refund was made. The refund was given to the people who booked the ticket. TAKE NOTE NOT TO THE PASSENGERS BUT TO THE ONE WHO BOOKED! Those are two different things. HOW was it refunded? through credit card. I asked the CP call center on what is the procedure of refund. They said. They VERIFY the identity of the one who is asking for a refund then that’s the time they make the refund. I asked who are the people who may ask for a refund. the call center agent told me, the passengers OR the one who Booked the flight!
PROBLEM IS, MY AUNT NEVER GOT BACK THE MONEY SHE PAID FOR THE TICKETS. NOW, WHO COULD HAVE IT? HMMMM….SOMETHING CENTURY TUNA IN HERE.
My dear bloggers this is dangerous!
Im now into conclusion that if one is using an agency, whether it be a recruitment agency or a travel agency, in buying a ticket to travel. And you only paid the agency for them to buy the ticket for you, it could turn out that if the agency is a sham CP may just give your hard earned money to them without verifying from the passenger themselves.
This is a clear case of illegal recruitment, I know. But the thing is, I think Cebu Pacific should double check the way they refund the tickets. I think the better way is that they have to double check the identity of the one who booked and the passengers themselves before issuing a refund and if the passenger really wants a refund. Otherwise, a sham agency (travel or recruitment) may just promise to someone to buy a ticket for him and then later on cancel the flight and asked for a refund which the would be passenger does not know at all. Since, CP could just give the refund to the one who booked the flight without verifying from the intention of the passenger written on the voucher, the refund could just be transferred to the credit card of the one who booked…AND WITHOUT ANY TRACE AT ALL.
So, bloggers I think this is real problem to look into. Who knows, it could save a lot of life if only we are aware of these matters.
Thank you.
ang iba sa mga pilipino hindi ata marunong magbasa.nagtataka cla kung bakit wala ng promo sa date na napili nila,subject to seats availability nga db,nakalagay din naman un pero hindi lang tlaga cla nagbabasa. .
@iamright, in fairness to us pilipinos, i think the frustration comes in when we see a huge ad campaign for a promo and yet we can’t find a single available seat at the promo price whether on the date we chose or on any other date. either that or the only available seats are in the middle of the night. plus the aggravation of dealing with a slow, buggy online booking website and poor customer service (both phone and personal). nagbabasa naman po ang karamihan
Those bastards at Cebu Pacific air have done it to me again!On May 4 or 5 I tried to book online from Canada to fly fromButuan to Manila.After givng them me TD Visa,The online answer came back, they could not accept my banks Visa, and to try another credit card.
Not having another card I hung up.Now my Visa has been charged $74,96.
This year I made a booking for me and my fiance by phone, and they spelt her name wrong.When I finally contacted them with my Cell phone(cost !,100 pesos for the calls.they said they would review the tapes, and dissallowed it, I would have to pay for a new ticket!
They make the Mafia look like Saints! Organised crime has a few lessons to learn from Cebu Pacific! I will not phone them to complain, All they will do is put me on hold for 5 mins
then come back and ask what I was calling about,then another person comes on line with the same question,Then they hang up!
READ the TERMS OF THE TICKET
-im sure that it indicates refund fees and rebooking fees. Know what NO SHOW fees are, and how it could be avoided.
READ your flight details.. It is not the agent’s problem if you havn’t read it., checked it.. Upon receiving your ticket, you should have doubled check and listened to the Agent while they do a RECAP!
– focus on what’s said, and do nothing else but listen.
– when you got the wrong flight details, Isnt that because you’re not reading or you’re giving lame excuses that YOU THOUGHT its this and that.. UNACCEPTABLE! If you would have listened, the agent could have printed a new ticket for you..
Don’t make yourself so ignorant about dates, time (military). GOOD LUCK TO ALL..
I happened to stumble on this site regarding some complaints from passengers of Cebu Pacific. Their messages are quite long for me, i am sure their disgust with the kind of service Cebu Pacific offers / offered may have been realy unpleasant to them.
http://www.pinoytux.com/linux/cebu-pacific-sucks
This somehow inspired me to write my own comment for the Airline, and this is just simple. Try to book for your ticket but do not go through the payment section. What you can notice is that in the selection of the flight schedules there are columns at the far right, next to the last is for the option “with baggage” and the last column is the option “withou baggage”.
I find this subtle. It is a known fact of practice on almost anything that we tend to select whatever is the farther right especially when opting for options in writing, and on this case by clicking. This appears to be a not very user-friendly system. Yes, we need to be very careful on selecting, but to add more carefulness is making it less user-friendly. And we tend to commit mistakes, maybe, just maybe that is where they are bringing us to.
Notice also that in the Ad-on Section, all the extra offers are clicked by default. I am just wondering, why not make the flight “with baggage” selected as default also since we all normally to go someplace with baggages. Hmm…I know someone who made a mistake on this selection. He was surprised at the airport when he was asked for P400 per way for his baggage. He thought he clicked it right, but because, as anybody’s tendency. he clicked the farther right column which is for “without baggage”.
This is a simple mistake, admittedly, that cost him more and that profited more for the Airline. Again, maybe, just maybe this where the system leading to, by deliberately designing their website that way.