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.

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.

michelleeve.deguzman@cebupacificair.com

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