Cebu Pacific Airlines

I fly a lot. I don't know how to discourage anyone from taking this airline, if you could name it that way. Unfortunately, the only positive thing I can say ( let me start with that) is that when you are lucky, they fly. So far, the positive news, and as far as I know, is that not one crashed. So if that's enough for you, try your luck.

For the rest, they are cowboys. I could leave it to that. But let me explain. I was at Bangkok airport one time about one year ago. I had my printed confirmed and booked ticket at hand. But they said to me, "Your credit card payment did not arrive, so you have to buy a new ticket for tomorrow." After a lot of discussion because I was flabbergasted of course, one of the ladies of CPA told me in private: "I understand you sir. Actually, I never fly with CPA. It's terrible." What can you do? Just buy a new one. This was all one year ago. After this happening, I sent several decent emails to the "contact" form at their site. I still have to get an answer (one year later). The only thing that works at their site is the online payment.

Now my recent experience with them was one week ago when I flew from Europe to Manila (by Royal Dutch Airlines). That flight was canceled the day before, so I missed my connecting flight from Manila To Dumaguete (yes, had again made a booking at CPA). It was the same day my flight from Europe was canceled. I tried of course to change the flight Manila-Dumaguete on "manage booking" link at their site. Does it surprise you, it did not work? Whatever I tried and at whatever time, it's not functioning. It seems to be phoney. I wrote of course a letter to their "contact" link again. Now it's one week later and I got no answer. So instead of changing my flight, I could buy a new one. How can a cheap cowboy line turn out to be expensive?

The day I arrived at Manila, there came the other usual surprise, the disaster of their checking in. Although there are more yellow shirts as at any airline at the check-in counter, they have an absolute world-record in waiting, and chaotic handling. The check-in counter looks like a chaotic restaurant where one staff member does not know what the other is doing. Count on 7-10 minutes for each passenger to check in. I have checked it at my watch. So, if 10 people are in front of you, reckon on more than one hour. So indeed, you are risking to miss your plane. But they have a "solution" for that - planes that go very soon and because of the restaurant-handling. There is another. Many ladies are holding a shield and walking around, yelling that passengers for that flight can go first . Otherwise, several planes would go without a number of passengers. I know it's hard to believe but you can simply check it at terminal 3, second floor at Manila airport.

So dear readers, it is the way it is. I can't make it more beautiful. The cowboy-airline is so lucky. They have no real competition in the Philippines ( except the more expensive Philippine Airlines). And the Filipino people don't like to complain apparently.

I was planning to have a vacation in Cagayan de Oro, so I booked online few months ago, dated October 9 to 15 with my 2 kids. One is a 5 year old and one infant who is 7 months old. I paid Php 6,100.00.

On that day, all are excited, especially my son since it's his first time to ride a plane. We woke up early even if we are just near the airport and arrived 2 hours before our departure. I did not expect long queue at the gate. So we still waited until our baggage was checked. Even up to the check in counter, the line stretched still.

I was aware then that we should check in 45 minutes but no one was announcing. Finally, when we're in front of the line, it's already 5:22, and the lady/staff told us that the check in is already closed and that we are late 7 minutes. I said, "Can't you see we are just right there waiting on the line and you will just simply say it's close? Are you blind? Can't you see the situation that we came in early and we've waited a long time to check in and now it's closed?"

The lady referred me to the teller and asked if they can consider my ticket. The teller told me that the system is already closed. I can ride on the next flight at 8:15 am, but I have to pay Php 6,000.00. What? You must be kidding me! My husband was already yelling at them but the crew and staff we're just like deaf and blind with no empathy to what we've felt. They're just so arrogant and they said that it's not their policy that it should be 2 hours before departure.

Take note! I was not the only one who was late that time. There were several of us who complained of their services, and they had no consideration! Why would they blame it on us? if we were late, it is because they did not prioritize those who has an early flight and there's no announcement made. So, I was confident that they will let us in even if it was beyond 45 minutes and we were just 7 minutes late. The plane was still there. This was not my first time to ride a plane. I have tried AirPhil and PAL. They are accepting the passengers even if it's only 20 minutes before departure.

What a horrible experience we had at Cebu Pacific. ** with them! Corrupt! No heart! The crew and staff don't know how to handle customers. Poor customer service - very, very poor! We did not get any refund. It's as if as we just threw our money for nothing! I should've donated it to the flood victims! It should have been my first time to ride Cebu Pacific and this is what I've got!

So what can I say? Is there's someone I can complain to and get my money back? But I doubt it, with a company like them! Corrupt! That is why there's no improvement in our country because of our greed in money. There should be an exemption to the rule! ** with Cebu Pacific!

I tried to schedule a flight a couple of hours ago from CDO to MNL for my wife and child. When I input the date on the main page of Cebu Pacific, the date changed on the next page. I did not catch the date change until I purchased the ticket and read the itinerary. I tried to change it online, but it said I need to contact Cebu Pacific customer service. I tried to cancel online, with no luck either. I tried to call several times and the recording did not comprehend when I pushed the number requested. I changed phones and used a cellular to see if it would make a difference. I had same results every time, listen to the recording and push number 3. I booked a flight with another airline and tried to cancel by phone again. I finally got through on my 7th try. I spoke with Mr. Noah ** and explained what happened. He said the web site was working fine there, but I walked through two times here in the US with him on the phone and it changed my date from November 2, 2011 to November 26, 2011. There maybe a glitch in the system, I was so lucky to discover. Mr. ** told me there was no one there who can refund the full fare and I would have to request a refund by this email. I have used Cebu Pacific many times in the past and have never had any problem. I ask that the full fare be refunded to my card and that you reply to my email address.

Cebu Pacific committed several mistakes. First, there are lack of controls for online booking. They allowed us to book online even if the passport information does not have 6 months validity. Their system should have a trigger, telling the customer that a booking cannot be processed. Secondly, the procedure is not Followed. Face to face booking allowed us to buy ticket again at their office, even if they already know our passport is not valid. Also, we were misinformed. They advised us that my partner can bring our son along with him to Singapore, and we could just talk to the immigration officers even if the child is not his legal son.

They advised us that passport extensions can be done the same day, and that purchasing a ticket will help speed up the process. This is also incorrect. And not a single manager spoke to us. It took us 9 hours. The matter is still unresolved up to now. They refuse to refund ticket payment, even if it was their mistake and promised that they will refund the money. Now, they are falsely creating a story about our reason in going to DFA, just so we don't get a refund and their agent won't get charged the amount of money we paid them up front. I told them up front not to pursue their idea, as I was not agreeing to it and it was illegal.

I lost my two cameras in my luggage. Before they weighed in my luggage, I was asked what was inside. I said please take cake of my bag because it has fragile items. The woman asked what was inside, I said camera. She asked me to remove it, I said it's okay since it was properly packed. She said okay.

When I reached home, my two cameras were missing. Those were expensive ones. Please return my cameras. In many years I've used Cebu Pacific, this is the first time I lost items.

I have been severely disappointed by Cebu Pacific's negligence of overbooking 27 seats, forcing to reschedule our flight the following day without prior notice and proper solutions to serve paying customers.

Aside from my ticket on March 12, BKK-MLA, I was also booked MLA-HK on March 13 Flight 5J-119 7:55 am. Cebu Pacific check-in counter officers at Suvarnabhumi Airport headed by Khun ** insisted that we have to come back the next day since they cannot accommodate us anymore and that they can't do anything for they already asked some people already boarded to give their seats away. I was at the airport before 10 pm but the lanes were all full and slowly moving. At around 11pm, we noticed that something is really going wrong as the officers are trying to compromise with the people in front to come back the day in exchange of a round trip ticket that will expire in 6 months. Saying things over and over again to the 27 people waiting made us burst in anger as we all have different important reasons why we should be arriving our destination as confirmed and paid.

I demanded for a ticket going to manila with another airline anytime until afternoon but they said that they do not have the capacity to do so and they cannot do something more about it. The officer even told me to buy myself a ticket then have it reimbursed to Cebu Pacific. Crazy! Why should I spend for another ticket that I already booked and paid a few months in advance to avoid hassles?

The officer told me to go on with the March 13 flight assuring that I will still have 3 hours to catch my flight MLA-HK at 7:55 am.

I booked a flight on the phone with a call center agent and using my credit card. Everything was fine, but two days later they said they could not authenticate the card, but they have already charged the card, and that they cannot tell me when the charge will be reversed. I would rather fly on a homemade airplane with a leaky toilet than to fly through Cebu Pacific.

I was rudely stopped by Cebu Pacific staff while boarding flight 5J7522 out of Saigon today, March 9, 2011. He wanted to send my hand-carried bag to baggage check-in. He weighed it and it showed 18 kg. I said, "Let me take off my computer and some of the breakable items in it." After I did that, the scale showed 13 kg. He said, "Would you be responsible for the items in this bag if they break or get lost?" in a loud voice, "Pay $100 US for excess." His face was as hard as stone. I had to borrow from my granddaughter and paid.

They took my luggage which did not have locks because I always carried it with me. Unfortunately, upon arrival at the airport in Manila, I found out that my Nokia communicator was missing, obviously stolen by Cebu Pacific personnel. Besides, they charged me in excess of $40 US because I am allowed 7 kilos. 13 less 7 is 6 x10 = 60; 100 less 60 is 40 which is to be refunded to me. As a frequent flyer of your airline, may I expect swift and just action on this complaint? Return the Nokia phone to me and refund me the $40. Thanks.

I would like to complain about the pricing policy of Cebu Pacific Airlines regarding an airplane ticket from Cebu to Singapore and back.

The prices that Cebu Pacific charges for this route are much higher than the fare for the same route from Manila to Singapore and back. This is very unfair. Since Cebu is south of Manila, the air mileage from Cebu to Singapore is less than the same for Manila to Singapore. Yet we, people in Cebu, have to pay more. The amount of fuel that the airplane needs to use from Cebu is less than the fuel requirement from Manila. Why then should we, Cebu people, have to pay more?

In addition, the name of the airline is Cebu Pacific, not Manila Pacific. So Cebu should be the exit point to any flight leaving the Philippines, not Manila. Why then do we people in Cebu have to pay to fly to Manila when we fly outside the country? Cebu Pacific should be loyal to its name and the Cebu people.

We wanted to visit Singapore from our home in Cebu, but we don't want to pay the higher flying cost that Cebu Pacific charges to Cebu people, which is so unfair. The cost of flying outside of the Philippines should be cheaper from Cebu than Manila and not the other way around as is the present policy of Cebu Pacific Airlines.

Cebu Pacific's pricing policy also hurts all the people in the Cebu area economically. Manila is already crowded enough already, without forcing everyone to fly to Manila to go anywhere. The high cost of flying from Cebu is like an extra tax on the people of Cebu which keeps them down compared to the people of Manila. Why can't "Cebu" Pacific favor "Cebu" City over Manila?

I booked a round-trip ticket for me and my son, who is still an infant, to Singapore. After staying there for almost 2 months, we decided to go for a holiday in Batam for my birthday and we also decided to re-book our ticket with Cebu Pacific. Since I purchased the ticket online, I went through the normal re-booking procedure, successfully re-booking my flight to a new schedule, and paid the relevant re-booking fee. In a few minutes, I got a confirmation about the new schedule. I received my itinerary in my e-mail with all of the details including my name and my son's name clearly printed on the ticket.

On August 20, 2010, we checked in at the airport counter. Since my wife is coming with us on our return flight to Cebu, we were surprised that they only gave us 2 boarding passes, one for me and the other for my wife, while they could not issue a boarding pass for my son since they couldn't find the name of my son in their computer. So, they advised me to go to the airline counter within the airport. Much to my surprise, they told me that I have to pay another SGD 8.00 (Singapore Dollars) so they could issue a boarding pass to my son. I argued with them regarding the additional fee and they told me that I re-booked my ticket. I told them that I did re-book my ticket online because it was purchased online, as what the airline advised.

I was arguing with a staff member and she was very arrogant, not even words of empathy came out. Her face looked towards elsewhere every time I spoke to her. So, I decided to pay the fee since my son was already feeling uncomfortable at the airport. Just when we thought that everything was going smoothly, the staff member made a mistake. We only noticed it by the time we were clearing immigration and the officer told us that we should always be careful and always check whatever documents we have when going through immigration.

It turns out that the airline staff member tore off the boarding pass of my wife and instead printed another boarding pass for me and my son, so now I have 2 boarding passes and 1 for my son. My wife had to go back to the check-in counter all by herself only to be refused by the staff member. Since I was needed, my wife returned back to the immigration counter only to be told that it was not possible for me to go out since I was already cleared by immigration. So, she went back. But by the time she reached the counter, the staff member was already searching through her garbage bin and the the new boarding pass was already issued. This was so humiliating and so pathetic.

The staff member should have acted professionally. They must learn to understand the discomfort and humiliation brought about by the situation but not even a very polite "sorry" was uttered from that staff member. We sent several complaints on their website but we haven't received any reply. Every time I re-booked my ticket, even though I purchased them online, I have to call their call center in the Philippines just to inform them about the changes in flight schedule. It was so troublesome since I have to call long distance here in Singapore.

My fiancee was going to fly from Manila to Bangkok. She was stopped by immigration and was told that she cannot fly because she did not have the right documents. Cebu Pacific told us before she flew to get a letter of invitation to visit Thailand. We got the letter and the immigration officer in Manila told her it would be fine to fly. The day of her flight, the immigration officer told her she did not have the right document and she could not go. Cebu Pacific will not refund any of my money or even rebook it unless I pay three times what I paid for the ticket! My fiancee is 46 years old, an old woman, so that should not been a factor for her to come here.

Boycott the Philippines and Cebu Pacific Airlines. The whole country is totally corrupt! It is one of the worst countries on the planet!

26 Dec 2001. Flt. 5J457 Manila to Iloilo Flight on a A320 plane, Seat 19 D. I'm a 67 year old American, 5' 11" tall, 250 Lbs. "Legroom was the worst I've ever experienced in any flight around the world - from India, US, Europe, Aisa, Middle East, etc. Nothing compared to the discomfort and possible safety hazard of the close seating Cebu Pacific has.

*Literally, I could not sit in the seat without spreading my legs. Even then my knees pushed into the seat in front of me. And when spreading my legs I offended the passenger sitting next to me because I was pressing my leg into her 'space' and leg.

*Man in front of me like to put his hand over his head and on the back of his seat. His hand was within 8" of my face because of the seats being so close together. And this was without him reclining his seat.

*The eating tray could not be lowered more than 1/2 way because it bumped into my stomach.

* When submitting a complaint to the crew, I had to use the back of the seat in front of me to support the paper I was writing on. This was because there literally wasn't room to write on a hard surface or in a normal writing position.

* Crew were nice and apologized.

I believe this close seating presents a potential safety problem. In the event of rough weather I would have had my knees slammed into the seat hardware in front of me. In case of a crash landing I believe the close proximity of the seats would have prevented me from exiting. Anyone over 5' 9" and 170 lbs should not use this airline.

Let me know if you want pictures of this seating. My daughter took pics of this ridiculous seating arrangement.

My wife and I were 2.5 hrs early for our flight from Kalibo, Philippines. When we arrived, the line stretched around the perimeter of the front parking lot. We were listening carefully to the loud speaker because typically the carrier will announce the flight and instruct any passengers on the flight to come forward (skipping the line) for service in order to make the flight. The airlines has a 45 min advance check-in requirement. No such announcement was made, so we waited in line.

Approximately 55 min before the flight, we had finally made it to the front of the line. We were next to be serviced. A gentleman in charge of a Korean bus charter walked up, just as we were to be serviced and handed the customer service agent 30+ passports. The agent serviced the Korean customers and did not service us until 40 prior to departure. She refused to service us, citing the 45 min pre-departure check-in. She refused to refund us or put us on the next flight. We were out $175 USD. We found a flight next day from Iloilo and paid an additional $100 for taxi fare and an additional $175 to get to Cebu City. Completely unacceptable!

The last 7 flts Cebu Pacific have been delayed. One flt Manila/Davao 12 hours delayed. Contact CEO did not reply, contacted Philippine Tourism they wrote Cebu Pacific and airline did not reply to goverment or me. They claim 88% on time rate. I must be the most unlucky person in the world to always be on their 12% delayed flights. If they have a problem with one airplane their schedule is wrecked because their planes are constantly in the air. June 12, 2010 I threw a ticket in the trash and bought a new Zest Air ticket because I knew I could not get a refund from Cebu Pacific and I did not want to wait 2 1/2 hours on a delayed flight like I had the previous Tuesday Davao to Cebu.

This is an explanation of the events I would like to complain about.

On 20/05/10 I found a flight I would like to book online. It was for 24/05/10 at 00.50 from Hongkong to Cebu. The advertised price was HK$830 (73.43). I also needed to prepay for 15kgs excess baggage and reclaim a travel fund which would have made the full fare to pay HK$1282.94 or 113.51. Unfortunately, I am unable to book tickets online as my credit card will not be accepted by the cebupacificair.com as my UK address uses letters in the Post Code and is therefore rejected by your system. If your website was friendly to international users none of this situation would have happened and I would have been able to book the advertised fare immediately. I am aware of this annoyance so the next available day I planned to call to book the ticket.

Once the booking was correct I was informed by the Bangkok office that they did not accept credit card payments over the phone and I would have to visit the office to make a payment in cash. I told the advisor I wanted to make a payment with my credit card and that the office was miles from me and it wasnt possible for me to visit in person. She LIED and said there was no other way to pay.
From previous experience I knew there was a call centre where I could pay over the phone, but unfortunately it was in Cebu or Manila and I would have to pay for international call rates. I now tried to call the Cebu and Manila call centres to make a payment over the phone. After 5 attempts of calling the office, speaking to 5 different people and continually having the call cut off I decided to try and visit a more local Bangkok office to make the payment.

I took a taxi to the address advertised on the internet only to discover when I arrived at the office it was closed. Your advisors in Bangkok had mentioned nothing about any of the offices being closed and I had just again wasted my time and money trying to book this ticket.
When I returned to my hotel, I tried again to call the payment line and this time I eventually got through to an agent and we managed to complete the call to the point of authorising my card payment. (At this point the agents all have my telephone number and email address to use for communication should they need to). As the payment was being processed the advisor said that if my card was not authorised the flight would be cancelled. I told her I needed the flight and it should not be cancelled under any circumstances. The battery on my phone began to run low, I informed the agent of this and asked her to email me the itinerary receipt. I received no further communication from Cebu Pacific.

The next day I had to make a trip and did not have access to the internet or my email.
When in returned early on 23/05/10 I checked my email and no itinerary was there. I was in a rush to pack and make my flight to Hongkong.
When I arrived in Hongkong I asked them to check my itinerary and they informed me my flight had been cancelled as my card was not authorised. They told me my only option now was to pay the full fare which was more than double the price. I waited to speak to a manager and was told that they were agents of Cebu Pacific and had no control over the tickets, I would have to call Manila to discuss it. He agreed to allow me to call from the airport.

This call took almost an hour, immediately asked to speak to a manager and for the whole time I was on the call I was not able to. I spent 80% of the call on silent hold waiting for the assistant to get back to me, and every time she did it was without a manager and she was talking nonsense answering questions I hadnt even asked her.
I was forced to buy a standby fare ticket for the flight to the amount of HK$2423.00. This payment was made on exactly the same credit card which I had been previously told had not been authorised.
I was then told I would have to pay HK$45 per kilo my baggage was overweight. I managed to get the airline to agree to waver this fee, but only because I was so exhausted, stressed and at this point in tears!

My flight was below average as always while travelling with Cebu Pacific (I have travelled with many budget airlines and your flights are always by far the worst) the seat I was given didnt even recline for me to try and sleep comfortably, the temperature was freezing cold and as always was not offered any complimentary drinks or blankets for the duration of the flight.

I had booked a ticket on Cebu Pacific Airlines of the Philippines on their website on November 15th, 2008. I paid a total of Singapore $ 388 to get a ticket for 10th January 2009 for Singapore to Manila. This is including a baggage fee for extra 10 kilos. I pre booked that on the website itself to save the hefty charge I would incur if I was already at the airport.

However due to my change in travel plans I decided to postpone the ticket to January 2009 and paid a so called spoilage fee of Singapore $60 and a cancellation fee of $60. Finally since my trip was cancelled I decided to cancel the ticket in January itself so I called up their customer care number in the Philippines and instructed them to cancel the ticket. They told me that the refund amount will be Singapore $ 298 because they charge a cancellation fee plus they cannot refund the taxes and additional baggage charge. They told me within 14 days the money will be refunded back to my credit card.

But 14 days have passed and now it is already February end coming. Inspite of repeated follow up emails and ISD phone calls all complaints have fallen on deaf ears. I have been cheated by this airline of Singapore $298 besides having to bear the cost of long and expensive ISD calls because of being put on hold all the time.

It is clearly evident that there is a deficiency in services by the airline and also they have violated my consumer rights and cost me great mental harassment and agony. Singapore $ 298 is almost 10,000 Rs. and that is certainly not a small amount in addition to the cost of long and expensive ISD calls to their so called customer care. The fares are ridden with untold hidden costs to the consumer.

I request you to take strict action and issue the legal notice to the airline who is literally taking me for a ride.

I cancelled a flight reservation in Nov 08 and they were supposed to refund the outstanding amount to me. It has been 4 months now and I have called them numerous times to enquire. Until today, there's no definite answer when the refund will be made. The call center staff kept telling me that they will forward my request to the Accounting department. Also, they gave me phone numbers and emails which did not work. This is truly frustrating and does not reflect well on Philippines.

Singapore dollars $219.

I returned an airline ticket for refund. This was about 9 months ago. Until now I have not received any refund. I have called them three times (the calls are received by their call center agent)and have been told that the advise for refund had already been forwarded to their accounting for processing.