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!
—
The actual exam of N10-003 is somewhat similar to that of 70-431. A lot of people actually write their 350-030 as well as 642-642 before they are about to venture the N series in order to get a hang of the pattern.
Popularity: 28% [?]
this is the first time their call center suck. i have booked so many times through online and phone and i always get connected quicker.
they should have scheduled their deployment overnight or they could have run the upgraded system in parallel with the old one.
I agree. I have always used their online ticketing system and their phone support many times before. Obviously, they have no idea how to run an upgrade without compromising customer satisfaction.
I agree that ceb pac should really look into their customer service. I travelled ceb pac manila to cebu last march 2008. There was only a few people checking in since it was a night flight. The crew that attended me was obviously new and needed time to check us in. After checking in he just attended another passenger leaving our luggage on the side which was prone to being stolen or misplaced. I had my fiance asked about our luggage and was only told that it was not his job. I had to approached the porter in the check in counter to specifically tell him to have our luggage put on the plane. The next day emailed ceb pac regarding the experience. Received no reply, no apology. I think their email is just a dummy email. Ceb pack still needs a lot of work in terms of their service.
It really is a shame about their Customer Service. The most annoying thing is that they have all these promos and marketing gimmicks, but in exchange for the great ticket price, you get this huge headache when dealing with their service crew.
Cebu Pacific is okay when you’re pushing through with your original bookings, but once you need to rebook or refund… good luck nalang!
And I hear there’s a no-show fee pa? Parang they charge you if you don’t show up for your flight? WTF, right?
nina’s last blog post..Why the Mt. Daguldol Hike was one of the most memorable trips of 2008
Yup. If you file for rebooking or refund, they will charge you no show fee because you failed to inform them of your flight sked changes. I already confirmed this with one of their refund agents when I called their customer service number (I got through after 90 minutes of waiting in queue).
What a great way to say that every Juan should fly with Cebu Pacific.
kamotegirl’s last blog post..How *nix Distros Got Their Names?
[...] of PinoyTux Weblog had this to say about Cebu [...]
join the community or sign the guestbook
cebupacificsucks.multiply.com
STRANDED IN JAKARTA FOR OVER 1 WEEK WHILE TRYING TO CONTACT CEBU PACIFIC AIRLINES FOR A RESCHEDULE TO FLY BACK TO MANILA !
I AM ABSOLUTLEY DISGUSTED WITH CEBU PACIFIC AIRLINES & I WILL NEVER USE THEM AGAIN.
I HAVE BEEN IN JAKARTA FOR THREE MONTHS AND NEED TO FLY BACK TO MANILA ASAP.
I RANG THE TRAVEL AGENT AND THEY TOLD ME TO GO TO THEIR OFFICE SO I TRAVELLED TO THE APPOINTED TRAVEL AGENT [$$$$$TAXI]—PT.ANDALAN USAHA CEMERLANG–THE ONLY ONE DEALING WITH CEBUPACIFICAIR IN JAKARTA — ONLY TO BE TOLD THAT THEY COULD NOT REBOOK MY FLIGHT BECAUSE CEBUPACIFICAIR HAD CHANGED THEIR COMPUTER SYSTEMS AND ALL TICKETS PURCHASED BEFORE 1st april 08 COULD NOT BE RESCHEDULED ONLINE.
WELL RING THEM AND CHANGE IT I SAID— THEY REFUSED!THEY WERE NOT INTERESTED IN THE SLIGHTEST DEGREE TO HELP ME [REMEMBER I AM A FOREIGNER HERE AND DO NOT SPEAK INDONESIAN].
YOU RING THEM YOURSELF- THEY SAID ITS YOUR PROBLEM OR BETTER STILL BUY ANOTHER TICKET AND GET A REFUND ON YOUR OLD TICKET WHEN YOU REACH MANILA!==why should I buy another ticket when i have a valid ticket here ??IT WAS IMPOSSIBLE TO GET THEM TO SEE MY REASONING SO I LEFT THE AGENTS SHOP IN A STATE OF ABSOLUTE DISGUST.
[ITS INTERESTING TO NOTE THAT THEY ARE VERY HAPPY TO TAKE YOUR HARD EARNED MONEY BUT DO NOT WANT TO DO ANYTHING FOR IT !!]BEWARE OF THIS TRAVEL AGENT !!
ANOTHER [TAXI RIDE$$$$$$] TO MY ACCOMODATION AND I TRY TO CALL CEBUPACIFICAIR ON MY CELL FONE —AN IMPOSSIBLE FEAT TOTAL WASTE OF TIME AND MONEY $$$$$
SO ITS IMPOSSIBLE TO CHANGE MY TICKET ONLINE AND
==========================================================
IMPOSSIBLE TO CHANGE IT THRU A TRAVEL AGENT AND
=========================================================
SEEMINGLY IMPOSSIBLE TO CONTACT CEBUPACIFIC BY CELL FONE!
OK I HAD FRIENDS IN JAKARTA WHO HAVE A LANDLINE [TAXI$$$$$] —-ON THE PHONE FOR OVER 1 HOUR WAITING TO BE SERVED AND THIS IS AN INTERNATIONAL PHONE CALL REMEMBER[$$$$$$$$] ONLY TO BE TOLD THAT IT WILL COST $130 DOLLARS TO REBOOK MY FLIGHT –[A NEW TICKET COSTS $150!]
THE CALL CENTRE AGENT WAS POWERLESS TO TO HELP ME OR SEE REASON SO I GAVE UP IN DESPAIR REFUSING TO PAY $130 DOLLARS FOR SOMETHING THAT I HAD ALREADY PAID FOR!
I AM TOTALLY DISGUSTED WITH THE WHOLE PROCESS NEEDLESS TO SAY THE CALLOUS TREATMENT AND INHUMAN DISREGARD CEBUPACIFICAIRLINES HAVE SHOWN TOWARDS ME AND MY SITUATION. AS WITH ALL CORPORATES THEY ARE DISTANCED FROM THE PEOPLE THAT GIVE THEM THEIR PROFITS ie THE CUSTOMER.IT IS IMPOSSIBLE TO HAVE CONTACT OF ANY MEANING OR VALUE BECAUSE OF THE WAY THE SYSTEM IS OPERATED.
THIS EXPERINCE HAS SO FAR COST ME ABOUT $300 — FOR TAXI FARES + NUMEROUS INTERNATIONAL PHONE CALLS + ACCOMODATION COSTS DUE TO EXTENDED STAY + FOOD + MISSED APPOINTMENTS IN MANILA –NOT TO MENTION THAT I WILL STILL NEED TO BUY ANOTHER TICKET TO GET OUT OF HERE SO IT LOOKS AS THOUGH ITS GOING TO BE A $500 DOLLAR EXPENSE DUE TO CEBUPACIFICS ABYSMAL SERVICE ! MORE IMPORTANTLY THE STRESS INVOLVED HAS BEEN ENORMOUS FOR ME
I WISH I HAD SOME MEANS TO BRING THIS TO THEIR ATTENTION BUT ITS SEEMS IMPOSSBLE TO CONTACT ANYONE THERE IN THEIR AIRCONDITIONED OFFICES
[NOT THAT THEY WOULD CARE ANYWAY] GOD HELP US ALL
BUT I SWEAR I WILL NEVER FLY WITH THIS AIRLINE AGAIN UNLESS I GET SOME SORT OF APOLOGY AND REIMBURSEMENT
SO IF ANYONE FROM CEBUPACIFIC WHO HAS ANY AUTHORITY READS THIS ACCOUNT OF MY EXPERIENCE YOU CAN ALL GO AND—–!!*#+====== YOURSELVES!!!!
May 21st, 2008 ROBERT MASON says: Your comment is awaiting moderation.
HAVING HAD MORE THOUGHTS ABOUT MY RECENT BLOG REGARDING CEBUPACIFIC AIRLINES AND THEIR APPALLING CUSTOMER RELATIONS SERVICE == WELL THEY DONT HAVE ONE IN REALITY!
AND THE APALLING DISREGARD THEY EXHIBIT TO THEIR CUSTOMERS I PERSONALLY CONSIDER THEM TO BE CORPORATE THIEVES
AND THEY SHOULD BE EXPOSED AND TAKEN TO COURT AND SUED FOR THE HARDSHIP AND TROUBLE THEY CAUSE TO UNSUSPECTING CUSTOMERS
Another disgusted customer.
We all should give Cebu Pacific a round of applause.
/sarcastic
Cebu pacific is HORROR. Always delayted and never on time. Avoid this stupid airline. And cheap prices: forget it They make ther own tax. Cebu Thiefs is a better word for Cebu pacific. I hate Cebu pacific and willl fly never again with the air thiefs
HAYOP NA CEBUPACIFIC YAN!
NAG FILE AKO NG REFUND LAST MARCH 27, 2008. SABI NG KOLOKAY NA AGENT NILA, ANTAY DAW NG 60-90 DAYS! PUTANG-INA MORE THAN 90 DAYS NA! TAPOS WALA DIN SUMASAGOT SA ACCOUNTING HOTLINE NILA!
(632) 852-2328 LOC 218/263
BALAK KO MAG FILE NG COMPLAIN SA BITAG PARA MASAPAK AT MAMURA NI BEN TULFO ANG MGA KOLOKOY PERO WALA NAKO SA PINAS. KELANGAN PERSONAL KASI PUMUNTA SA OFFICE NG BITAG.
KUNG MERON ME BALAK SA INYO MAG SUMBONG, ITO ANG INFO NI BITAG:
BITAG HOTLINE
932-5310
address:
unit 9 syjuco bldg
number 299
tandang sora qc
SAMA NYO AKO SA LISTAHAN PAG TULOY KAYO:
RENO RETERACION
RENO.RETERACION@YAHOO.COM
CEL: +6596507634
cebu Pacific ruined my wedding plans
i have booked my family and friends recently using my valid international credit cards and cebu pacific in return confirmed my booking thru email, imagine around 15 flights. now, my friend checked all the bookings and the office told him that they are all suspicious. The news freaked me out and tried to call cebu pacific to fix it and ask what to do, they gave the email add where i can email my requirements and until now but i did not receive any confirmation or just assurance that my concerns are being taken care of. I am a busy international corporate professional and i have very limited time do attend to such distractions. Now, i am deeply bothered and i could not concentrate on my normal occupational duties. the other sad news is that everytime i call their hotline, their people always try to avoid me as if they are not paid to do their jobs.
what a shame in the eyes of overseas pinoys and potential foreign visitors. they just ruined my wedding.
hi,
i bought a ticket in june. my creditcardcompany paid them immediately. but cebupacific still said, the CC is delined, which is 100% not true. so i wrote them (with copy of my creditcardcompany statement) around 6 mails. but so far, they did not answer. i tried to call them, no chance to get through. i tried mails direct via their website, but no answer also.
so, my flight is confirmed, but - according to CebuPacific - its declined. i guess, when i want to fly, they just dont let me fly.
1 month no answer. its not right what they do
regards,
hans@japan.com
I have to agree this airline must be shutdown!!
I had a flight from Macau to Manila last july 1 originally I am suppose to fly back to manila july 22nd but i rebooked it(was charged of course)
then came the last minute cancellation about less than 24 hours before my flight back to manila, thru sms asking me to call them thinking i am overseas. I had to move hell to get to them and demanded that they get me an alternative flight from HK to Manila the next day instead and asked them that extra expenses on my part is unacceptable. I asked for refund, my ferry ride from Macau to HK, my airport express fees, my taxi expenses, food expenses etc… Of course I am shooting for the stars hoping that they will pay me. I emailed them so many times and I have not heard from them since I lodged my demands. I even CC a letter to DTI unfortunately same rotten system I never heard from anyone.
I friend of mine booked a flight, and was charged twice and has been asking for a refund. He wrote 18 times to cebu pacific but never heard from them.
yesterday my brother was suppose to fly to bicol and his balikbayan friend from UK got a last minute cancellation, so they had to take a bus ride instead.
I wonder with all the screw-ups and all the inconvenience they cause people why on earth this airline is still operating and get passengers? CEBU PACIFIC IS A WASTE OF MONEY NOT EVEN FOR A SINGLE CENTAVO. STAY AWAY FROM THIS AIRLINE
i brwsed thru website 2 get a ticketing office with contact numbers in cebu city…the numbers dont work either! F**k ur system!
complaint letter sent to their incompetent management:
Skipping the BS, I would like to go straight to the point: I am seething with indignation about Cebu Pacific’s refund procedure. I refunded my ticket with reference code EMXC14 (Manila-Jakarta-Manila) amounting to 8,304.00 back at the start of 2008, and was told that it would be processed in 2-3 months, and that it will automatically be credited back to my credit card. Its AUGUST and after numerous follow-ups, I am fed up with the dodgy answer “it’s being processed”.
I have incurred interest way beyond value I was supposed to have “saved” by deciding to fly with Cebu Pacific. The customer service rep (a certain Louvelle) made me wait for more than 30 minutes on the line because my record cannot be located, and being given yet another “its being processed”, she gives me the number of your finance department (8522328, go on try it), which seems to DROP ME AUTOMATICALLY after ringing for some time. And FYI, only within my circle, I know two other people who are growing mold with waiting for their refund, being given the same spiel over and over again whenever inquiries are made, so I’m sure there are thousands nationwide who are as equally frustrated as I am. This is a bad case of resting on their laurels, and the way Cebu Pacific handles their customers have gotten from plain bad to downright crap. I am through with following published procedure that is a pure waste of time which yields absolutely no result other than making my blood pressure shoot up.
I am terribly, terribly disappointed about how the management handles and treats inquiries and complaints. I started out as a loyal customer but after so much hassle I have decided never to voluntarily fly with the airline unless it is company mandated. I would much rather swim. I hope this complaint is duly noted and my fare refunded otherwise I swear to God I will make it my life’s mission to embark on a PR campaign to bring this to light.
BTW, you wanna know what a growing number of customers think about Cebu Pacific? http://www.marketmanila.com/archives/cebu-pacific-youre-so-daing#comment-126844
Bastos talaga yang Cebupacific. After tayu gagatasan ay basta nalang tayu gagaguhin. walang hiya cla. visit morin ang site na ito.
http://wehatecebupacific.webs.com
to Cebu Pacific Air
date Wed, Sep 3, 2008 at 8:09 PM
subject Re: Fly ZERO from Clark to HongKong, Singapore, Macau, and Bangkok!
mailed-by gmail.com
hide details 8:09 PM (4 minutes ago)
Reply
Bullshit! Your airline still owe me 20+ K for refunds. All your false advertisement is going to backfire. BULOK KAYO.
- Show quoted text -
–
CebuPac’s call center SUCKS!!!! mga bastos!!! Imagine being on hold for 20 minutes waiting for somebody to answer the phone biglang may sasagot ng “Thank you for calling Cebu Pacific” na parang sobrang tamad na tamad yung boses and parang may kinakain pa… and when I said “Hello?” the fu#@ng agent acted as of she doesn’t hear anything, and just waited till I put down the phone. Sooo unprofessional, uneducated!!!
TO ALL CEBU PACIFIC CALL CENTER PEOPLE, as in ALL(yes, it includes you even if you’re not the one who answered my freaking call) GROW UP!!! DO YOUR JOB!!!
hi. shouldn’t you all just be glad cebu pacific is still offering refundable fares at low cost? airlines all over the world all have standard policy about coach or economy fares, and even business class fares– NON-REFUNDABLE. you only get refundable fares if you fly first class. the best measure to take is be always on time and never miss you flights. now, if the delays are caused by them, that is the only case you are entitled to a refund or for the rebooking penalties to be waived. if you are to check policies of airlines all over the world, economy/coach and business class fares are always non-refundable whatever the reason for the delay or cancellation is. you are simply just given a credit that you can use for one year. siguro ang masasabi ko lang is barat lang talaga tayong mga pinoy at gusto natin lahat ay low-cost or even libre. tungkol dun sa site of haters of cebu pacific, most low-cost airlines elsewhere also have stopped serving free meals and snacks. i am with the issue of the owner of this blog, though, as the mistake was entirely that of the airline.
On Aug.22-23, my cousins and I were stranded in HK due to Typhoon Nuri. Our Cebu Pacfic flight leaving HK at 7:30PM had been cancelled and we were text a message saying we were rescheduled to leave the next morning at 8:45AM. We arrived HK International at 5:30AM only to find out our flight had been cancelled. My cousin called her son in Manila and told him to call Cebu Pacific. He booked us on a flight leaving at 2:45PM that same day, it was confirmed. My cousin talked to other airline counters that were opened and was told Cebu Pacific would open their counter before our flight. But by 1:30PM, no sign of Cebu Pacific, and no indications on flight boards that there was such a flight at 2:45PM. By chance we were standing near some other filipinos who were talking excitedly about the next Cebu Pacific flight boarding in 15 minutes. We asked them where the ticket counter was, since there was still no sign of Cebu Pacific anywhere. They told us and so began our efforts to get on the flight. Cebu Pacific told us since we originally weren’t booked on this flight, we would be put on standby. We told them we had the flight booked and confirmed from Manila that same morning. Still we were told we would have to be put on standby and come back at 2:00PM.I went back and asked and was told to go speak with another woman who had a list of the standby passengers. We were on the 2nd page of the list. I told her our flight had been cancelled twice and that I had a connecting flight leaving Manila to SFO. I went back to the woman behind the counter and said we had to get on this flight. I told my cousins we had to keep hounding them or they would just ignore us. I told them Cebu Pacific would be so tired of dealing with us, they would have to put us on this flight. It worked! The woman behind the counter called me back and asked to see my airline ticket back to SFO. After I showed it to her, I asked why she wanted to see it. She said, because your passport is different from theirs (my cousins are Philippine citizens, I am an American citizen). To this day I still don’t know if that is what finally got us on that flight. The flight did not leave until 5:30PM, and we got seated next to the emergency exit. Meaning we would have to throw open the emergency door if necessary. Can you believe it? And there were lots of empty seats on that plane! We were treated like cattle. I swore to my 2 travelling cousins, I would never fly Cebu Pacific again. If this happened in the USA, the company would be put out of business. I can’t believe this company is still operating. We treat our animals, better than they treat their customers. I will definitely fly Philippine Airlines again. They treat their customers with dignity and respect and go out of their way to please. Cebu Pacific could definitely learn a few lessons from them! Cebu Pacific is only out for your money, they could care less about you the passenger. If this company were operating in the United States, they would be put out of business.
I guess I am not alone.. Sigh..
Here’s my story:
April 29,2008, Tuesday— I’ve cancelled an online booking that I’ve made upon learning that my companion already purchased tickets for us to Naga, Bicol Region. Reference Confirmation# M64DKM. This was a few minutes after I’ve purchased the actual ticket online.
April 30, 2008-Called Cebu Pacific Reservations CS at 63-2-70-20-888 as per instructions in the Website to follow up and ask what my options were. I spoke with a Rep (I didn’t take note of the name) who told me that my request for refund will be forwarded to the Accounting Department. I should wait within 30-60 days for processing. The rep told me that even if it is stated on the e-mail notification received that promotional fares are non-refundable—just rebookable, in my case-it is refundable.
April 30-July 30- I’ve been following up every week just to check on the status of my refund request, but all the reps I spoke with informed me that this request is with Cebu Pacific Accounting and that I should wait for an update from them. This means 60 days have already passed and processing is still in progress (or is it really?). I was also given a number to call for the accounting department (632) 852-2328 LOC 218/263 but no matter what time or day I call, I just keep getting disconnected.
Aug. 8-I followed up again. Rep told me to wait as my case is already in Accounting.
Aug 11-This time I got a bit wiser and took note of the name of the rep I spoke with. It’s Jennifer. At this point, when she said the same thing/same spiel of having to wait for an update from their accounting Department, I was infuriated and felt hopeless that something will ever be done for me. I requested to speak with supervisor-whose name was Brian Lopez-they said he wasn’t available at that time. I was assured that he will call me back. Brian never contacted me. So I called again, this time I spoke with 2 other reps- Mylene and Jessie. STILL NOTHING HAPPENED. I was told that someone will call me back. I’ve asked these people if I can just rebook my ticket if I can’t refund it because obviously nothing is being done in my initial request. These people said I cannot rebook the flight as the refund process is already in progress and is with accounting.
I have waited and waited and to no avail, didn’t get any response from Cebu Pacific. No e-mail. No callback.
Sept. 8,2008- a month after my last follow up, I called Reservations CS again. I thought by this time, Cebu Pacific has already done something for me. Yet, the Rep I spoke to attempted to say the same spiel ( accounting is working on my refund request ). Name of the rep is Joy. This time I couldn’t take it anymore, so I requested to speak with a supervisor who might know something else that the regular Reps don’t and who can err on my side and give me options that work.
Oh my God. The Supervisor was even worse. Her name is ROM. She said that “it is the agent’s (Jennifer) fault for not telling me that my money can’t be refunded anymore as per Internet booking policy and for giving other options.” I should write a Formal Letter of Complaint and then leave me hanging by saying that she will check with someone else on what they can do. But she keeps saying that there’s a possibility that my money will be forfeited. I’ve felt really helpless at this point for speaking with someone who should already know better. This person had no idea on Customer Service-she had zero Customer Service Skills. I requested to speak with another supervisor. So I spoke with Alette. Alette, this time assured me that they will see what they can do and call me back within 2 days from this time. I said that they better because I will not stop until I get this fixed.
**I didn’t hear back from Cebu Pacific After this
I’ve been using CEBUPACIFIC for years now and this is the only time I’ve experienced such a nightmare.
If the first person I spoke with back in April told me that this cannot be refunded but can be rebooked within the specified travel period, the case shouldn’t have gone this far. I wouldn’t have spent considerably SIGNIFICANT AMOUNT OF TIME AND MONEY just following up on this refund request. With all the frustration and wasted resources this transaction caused me, companies built on integrity and real care for their customers should find the compensating me is not even enough for this. It is not such a big amount (not more than 6K) but Cebu Pacific had me running around and waiting for nothing.
Until now, the charge is still in my credit card and so are the continuous charge for interest.
But please, you have to do something with my case or my view on your company will NEVER change. I’d also warn my friends about this.
You are welcome to contact me anytime if you want to verify if my story is true or not and if you want to check for integrity. My e-mail address is **** (email deleted upon request)
a lot of people might truly hate cebu pacific. when i googled how to contact cebu pacific, this site was number 2 in the list.
guess i’m not alone.
cebupacific definitely earned millions from us through their poor customer service tactic - i’m not in the field of business needless to say.
here’s my story - i booked a flight cebu-davao june 4 2008 while I was in Korea. my friends extended my stay there so i had to rebook my ticket home. WOW! their site was always in an error state when you rebook (when you buy - there’s no hassle). as a consequence, i bought a new ticket and decided to have my ticket refunded when i get home.
on june 11, i called 027020888. they said it will take 6o days for a refund (the national science teachers association in virginia USA refunds in 5 days even if it’s international!)
today it’s september 26, 2008. do the math - i’ve been calling 028522328 loc 263 and 218 but to no avail. im from davao - it’s very expensive to call for a refund that seems futile. if i calculate the cost of all the calls i made, surprisingly, it’s more than the refund i’m fighting for.
CEBU PACIFIC YOU SUCK! you are evil. you do not serve the filipino people. whoever is behind your marketing and finance - you’re doing good in earning money. i hope cancer eats you…
Same Eperience Here:
http://coltdyan.multiply.com/journal/item/1/CEBU_PACIFIC_WORST_CUSTOMER_SERVICE
Everything I want to say is in here. Cebu Pacific is a nightmare! Since May 2008 we started our request for refund until now same answers we got “still on process”. We made daily follow ups though most of the time nobody answers the phone, we emailed to those supervisors kuno and post a complaint on their website, isa na nga lang hindi pa namin nagagawa e sugurin ang mismong office nila. Whoever operates Cebu Pacific are a bunch of worthless unprofessional retards who mislead their customers thru their offer of a lower rates flight (think about it about 200pesos difference from PAL). Their system sucks, the customer service reps are all morons, think nobody seemed interested in helping us out.
Today was my first time to call Cebu Pacific to follow up on my refund request that I lodge on July 3rd consequently made follow-up July 9 and then again july 16, I have not heard form them since not even an acknowledgment of my letter. When I called today, I was told by an agent the same run-around and stupid excuses like they have a new system that’s why they can’t locate my record - Old or new system, one things i am certain is THEY DON’T HAVE A BLOODY SYSTEM. I had to be on hold for almost an hour for them to give me an answer of my status. Bottom line? NO RESOLUTION!!! SO I can’t blog about this forever or I can continue with the fight to a higher level.
I am not going to let this airline get away with murder.
SO if anyone of you out there, willing to walk the talk and fight Cebu Pacific, maybe just maybe if we gather together and wiling to take this to another step outside their playing filed and lodge a CLASS SUIT against CEBU PACIFIC maybe they will hear us and compensate us for what we have lost not just the money but all the shitty things they caused us. Cebu Pacific must pay and must not be allowed to operate and get away with anything.
Any one of you has an idea how to go about this or If any one you out there know anyone who could represent us, please contact me vnnoel@yahoo.com
This is what CEBU PACIFIC OWE ME! 15,735.00 pesos + 168 Hongkong dollars for jetfoil + 100HKD for airport express and 300 HKD for taxi and food expenses as a result of canceling my scheduled flight.
The lesson: I was suppose to have a good deal as advertised by Cebu Pacific. Turned out I spend more than I could have spent to other reliable airlines.
Now should I just let them get away with it? HELL NO, this is not some loose coins, this is big money at least to some of us, now count the others who may have lost some amount and total that. THIS IS HOW CEBU PACIFIC operates, this is probably why they are still operating, they are getting a lot from false advertisements.
i booked a flight for my sister (SG-MNL-SG) and had to cancel it. i’m still waiting for the refund (its been over 45 days now. cebupac says 30-45 days). inquired to them for any updates and received no response.
you also might want to file a complaint
:
to DTI (and hope that someone acts on it
http://www.dtincr.ph/complaint.php
so that’s why my mother never, ever books Cebu Pacific flights. I’ve been in college for two years now, and have been traveling back and forth between Davao and Manila during breaks. as far as I can remember, not once did my parents consider booking Cebu Pac. i’ve always wondered why. maybe they’d have known these things. hmmm.
Well the system is so sick! I totally agree with your title.
Brian Enriquez’s last blog post is Another one bites the dust… desert sand.
Their system is so sick! I totally agree with your title.
brian enriquez’s last blog post is Another one bites the dust… desert sand.
lahat ng supervisors ng cebu pacific eh mga bobo at takot sumagot sa mga galit na passengers. bakit ba ayaw nila kaming kausapin sa phone? mga bobo ba sila na hindi marunong magsalita.
BOBO ang CEBU PACIFIC!
BOBO ang CEBU PACIFIC! FAKE SILA
you get what you paid for. better cebupac if you dont have to rebook no problems in that. if nothing is definite, try another airline like PAL, if you aren’t prepared for the hassle, don’t bother paying cheaply. you waste more money and time hassling yourself by the rude people at their customer service.
hi
zarrg5dt7s03×5ov
good luck
I won’t stop until I get my refund back amounting to more than 100,000yen!!!
It’s been more than 130 days!
I booked and canceled the flight same day and this is what I get! They should have a system that can automatically cancel your credit card payments once you cancel your flight or rebook or change it!
That money I earned hard! No way am I going to stop until I get it!
http://www.dtincr.ph/complaint.php
you can file a complaint in the above address. please pass and spread the word so that cebupac will pay attention.
try another airline..anjan ung PAL..
i think cebu pacific allows refunds with higher fare like business class it depends on the booking class..promotional fares are non-refundable tlga..before booking online..always read the terms and conditions kng pwede irefund ung na-book o pinreserve nyo.
Got the confirmation Number —— on February 6, 2009 confirmed flight for 4 roundtrip tickets to Hongkong and paid thru 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 overseas (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, mukang naloko ako a. I was just being grabbed of P17k…it’s really annoying. When we ask for refund, only P3k each lang daw is allowed for a P10k airfare ticket, wtf…and 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 paid more to PAL and or other airlines, I’m willing to.
gorge, doha qatar
have been waiting for refund since October 2007, till now wala pa rin. After reading all the heartaches of our disgusted customers, feeling ko walang justice dito sa Phils. Siguro nga we have to write DTI copy furnish office of the Ombudsman kasi dti, according to regulations, has to act on our request within 15days from receipt of complaint, otherwise, pati sila pwedeng file-lan ng reklamo sa Ombudsman. Sana nga DTI should help us.
marami na tayong biktima ng cebu pacific. Ok na yung delayed flight, huwag lang mawalan ng gamit na chineck in!
kasi ako nawalan! waaaaaaa!
Jehzeel Laurente´s last blog post is Congratulations to the Winners of BS4 to BS8 Puzzles!
I saw their recent promo fares last month. and decided to buy a ticket - bangkok to clark. well, as it turns out, the first time I tried to purchase the ticket, it wouldn’t go through. turns out my mastercard wouldn’t approve the purchase because according to them, “lots of fraud is going on in the philippines”. I tell mastercard I want to purchase the airplane ticket. so they relent and tell me that they will approve the next ticket I purchase from cebu pacific air. as expected, my next purchase with cebu pacific went through.
TWO WEEKS LATER, I check my mastercard statement online. and was surprised to find that I have been charged 2 separate times for the same ticket for “bangkok to clark”.
I called mastercard and said what is up? TWO WEEKS AGO, mastercard TOLD me that they would not be honoring the first purchase that they did not approve. and NOW THEY DID! mastercard tells me I have to spend the time to file a complaint form to get my money back.
I am now trying to contact cebu pacific air to resolve the error from their side. but after reading all the complaints here, I am not too sure I will get satisfaction.
am I pissed, you ask? ..what do you think?
[...] So Daing! by Market Manila 2. Failed Cebu Pacific e-Ticketing by Yugatech 3. Cebu Pacific Sucks and Cebu Pacific Airline is Evil by Pinoy Tux 4. Cebu Pacific: Always on Time or Always Delayed? by Mailyn Shari 5. Cebu Pacific [...]
April 15 at 5pm, I booked a flight for my 2 staff going to Cebu. I got an email that the booking is still pending and I have to wait for one hour to call the hotline and check on the status. At 6pm, one hour after, the call center agent asked me to check after 24 hours instead because it was still pending.
The next day, exactly 24 hours after, I called again only to be told that it is still pending and wait until the end of the day (April 16). I told them to just cancel it and I will get a flight from PAL. The agent told me that I cannot cancel because it is online and can only do so once the confirmation arrived, which in this case, I will have to pay for the cancellation fee. After checking at midnight of April 16, there is still no confirmation.
Now, 1pm of April 17, 44 hours after my booking, or almost 2 days after, I still do not have any confirmation. I have been referred already to the supervisor of the call center and was told again and again to just wait for the confirmation. I asked to talk to somebody who can answer my questions and was given the number of their “Customer Service”. Well, guess what? Nobody answers the phone of the customer service. I have tried many many times I only get continuous ringing with no answer, and it is not even after office or weekend!
My dilemma is getting a new flight from PAL now, which is still relatively cheap at 3k per person and getting their confirmation later so I end up having 2 tickets for the same flight. If I cancel the Cebu Pac flight later, I incur a charge which is not my fault.
If I wait for the confirmation of Cebu Pac before I buy the ticket and all of a sudden, it was not confirmed, then I pay for PAL flight at double the price because it is too late.
This experience makes me love PAL all the more. Although they are a bit more expensive, they are more professional in dealing with their clients.
Did anyone tried using Cebu Pacific leaving for Manila from Japan? I ‘m really eager to hear from anybody kung OK at walang hassle na naganap sa kanila using this airflight leaving from Osaka,Japan.
Whenever U want to go to any destination in the Phils please make sure that it can be reached by Air Phils, PAL or Asian Spirit.
Coz I will never fly Cebu Pacific any more. I booked some flight to Macau and Hong Kong for us and I cancelled them in August 2008. Up to now I am still waiting for the refund. Their Hotline is just a bunch of liars and they fool around with customers. The tell me its already refund, then they told me its already approved or its under processing, but nothing happens. Yesterday I called them for the 40th times and after they told me its processed, I asked for the proof, then they put me on waiting loop for 10 mins just to hang up then. So yesterday I searched some websites and I found sooooooooo many people having the same problems with Cebu Pacific cheating them.
There are so many good low costs airlines in SE Asia, so I rather spend some more money than going with these bunch of liars and cheaters again
Some people already waiting more than 1 year for their refund.
They have given me Emails addresses that are not existing, they have given me Customer Service Hotlines, where since 3 months nobody is answering. Its really my WORST ever experience with an Airline.
In my analysis, those people who acquire SALE Tickets are those who encounter problems. Because me and my other officemates have been flying with the regular fee but never had any hassle. But we have witnessed a lot with sale tickets on hand, those who have acquired for the Promo normally encounters a problem. Number 1 is “over booking or over- sale”
Well i still hope na walang kinikilingan ang cebu pacific, whether promo ticket or non promo ticket, dapat ayusin nila ang system nila, NO TO PRIORITY
As Stated AGAIn on their website…
These Cebu Pacific promo fares are exclusive of fuel surcharges, insurance and government taxes.
Sale period starts January 23 to February 15, 2009. Flight schedule starts “February 1 to April 30, 2009″
Check the dates : PROMO AGAIN…
CHECK THE COMPLAINTS : Promo period
If you want to fly anywhere in Asia, do NOT avail of the promo!!!!
You save, but more hassle.
Get the regular Ticket FEE and it’s guaranteed HASSLE-FREE!
2 cents
cebu pacific is evil. their website steals and their customer service is a dummy.
PAC CEBU PACIFIC!
i’ve been processing a refund for P2000+. we cancelled a flight last december 2008 but still no refund is credited to my account, everytime i call its the same “in process with our acctg dept”, im no expert but i process refund and credit for almost we dont go to our acctg dept, their system is crap. i process refund for zest air i thought i would never get it but i got the refund after a few days. see zest air has a better system than them.
Our flight from Naga to Manila was canceled due to typhoon. Since we cannot rebook anymore because all flights are full, we decided to just ask our driver from Manila to come and pick us up. But i did not bother to ask for a refund anymore. Why bother, the refund amount will not even pay for the hypertension medicine.
I cancelled 1 ticket October 2008, 3 in November 2008 heard nothing. The credit card company I used to purchase the ticket have told me today there is nothing they can apparently do to help. I actually think they can’t be bothered. I will not give up, I will not give up I worked hard for that money.
The way Cebu Pacific treats its customers are unbelievable, been waiting for a refund from a cancellation for almost a year now. The “customer service” would forward your call to accounting department numbers that will never be picked up by anyone. The only way to get in touch with anyone fast is when you choose to press the option on their hotline… Read more… Read more and choose the book and buy options. Really ridiculous how Lance Gokongwei runs this airline. They don’t even have a proper office in Makati. If you got complaints, you have to go all the way to their office at the Manila Domestic Airport and Robinson’s Galleria. This is outrageous. I’ve flown in a lot of other airlines, budget or otherwise and I never encountered such worst service I could ever imagine.
Shameful. Dapat mareport na ito sa media and sa proper authorities!
BETTER TO FLY WITH PAL OR ZEST AIR THAN CEBU PACIFIC. EMPLOYEES ARE LOUSY,CRUEL,RUDE,DISCOURTEOUS,PILOSOPO ETC SA LAHAT NG NEGATIVES ASPECT AY NASA KANILA NA LAHAT. KAYA PANAWAGAN SA INYO BOYCOTT NATIN ANG CEBU PACIFIC.