If you are planning to go somewhere that needs to be taken by air, please, please, please be kind to yourself and save your sanity. Avoid Cebu Pacific Airlines at all costs. Well, at least until they have fixed their stupid new system.
Yesterday, April 3rd, my boyfriend’s father was supposed to arrive here in Manila from a connecting flight from Wellington, New Zealand – Sydney, Australia – Hong Kong – Manila. Out of luck, one of his flights was delayed (can’t remember which one) creating a wave of missed flights to Manila. One of these flights is from Manila to Tacloban via Cebu Pacific.
His Cebu Pacific flight was supposed to leave at 350AM April 3rd since his estimated arrival from Hong Kong to Manila is at around 1AM of the same day. Because of the delay, he arrived at Manila at 10AM, April 3rd. The long delay caused him to miss his domestic flight and this is where it all started.
My boyfriend and I decided to rebook the domestic flight the day before. That means on April 2nd, we tried to contact Cebu Pacific by phone to rebook the flight. No one was answering the phone. My boyfriend went to Megamall to one of their ticketing offices so he could rebook the flight. When he arrived there, he said that there are a lot of people waiting in line to get their tickets. When he managed to get inside after an hour of waiting, the clerk told him that they cannot rebook so he has to go to Robinson’s Galleria. It was already late so we decided to drop by the ticketing office the next day (yesterday) so we can rebook the flight to the afternoon schedule which will leave at around 5PM.
On April 3rd, he fetched his dad from the airport and went to their cousin’s house. I tried to contact Cebu Pacific (again!) but to my surprise, Verizon picked up my call. This is Verizon Wireless. The number you are trying to reach is no longer available. WTF!???? Then left for Galleria and got there at around 11AM. I was really hoping we could get a new ticket because we have plans to go to Ocean Park on the same day. Unfortunately, their office was so full of people that no one can get inside anymore. So we are already thinking that this is all screwed up! Anyway, we got a number (we are customer number 468 and they are serving customer number 220). Hungry and tired, we decided to have lunch first and come back after. It was already around 1PM when we got back and surprise, surprise! They are serving customer number 232! After over an hour has passed and only 12 people was server. We got number 468 for crying out loud! Doing the math, we will be served after 20 hours assuming that everyone waited for their turn! It was F***ING crazy! Much to my annoyance, I slipped inside to see what is happening and saw that one of the customers is holding number 8xx!
What the hell is happening!???
Their stupid excuse is that they are using new system and they are still learning how to use it. Is that even an excuse? Their phone system is not working, their ticketing office is packed with angry customers and only 4 staff are attending to customers! Sounds like customer service at its best, huh?
We are so desperate to get a ticket so we decided to buy a new one and get the first one refunded. We went to Netopia and using their awful mouse and slow PC, bought a new ticket and voila! When we checked the confirmation email, the payment status is still pending which according to their new system, is not a valid e-ticket because they have not yet confirmed the payment. So we decided to go home and hope for the best.
At around 6PM, the ticket is still on pending status. Very annoyed, we went to Megamall to confirm the status. Very helpful they were, they said that they do not confirm payment status. So we were like “OH F**K! WE GOT SCREWED BY CEBU PACIFIC!”
So since we can’t do anything and they can’t do anything either, we went home, checked again for anything from Cebu Pacific, then there it was. At around 7PM, six freaking hours after the purchase, they have finally confirmed the payment and sent the real e-ticket.
This is my worst service experience from any airline company. They are so freaking smart they decided to roll out the new system during peak season and decided to change call center company during new system launch. They are so f***ing genius.
So here’s my message to Cebu Pacific: Learn from this experience and next time, do a better job of upgrading. And oh, I WANT MY MONEY BACK!
148 Comments to “Cebu Pacific Airlines is Evil!”
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