Cebu Pacific Airlines Reviews

The worst airline ever!!!! I had a really bad experience with them. My flight from Manila to El Nido got 6hours of delayed 2 hours before departure, we were in the airport already and they didn’t provide anything for us. Also, we bought 2-way tickets and in the back way they forced us to pay for our luggage (they didn’t ask for the first flight). It was horrible and stressful experience. If you have a opportunity to take another airline company, go ahead!

I am writing to express my profound dissatisfaction with my recent experience with Cebu Pacific Air. In June 2025, I attempted to cancel a flight scheduled for July from Manila to Bali. I was deeply disappointed to find that the airline does not provide a dedicated customer service phone number or email address for passenger support. Furthermore, the website lacked clear options to modify or cancel bookings independently.

Will never fly again with this airline. Can't get a hold of anyone on the phone. Won’t respond to emails. Delayed flights last minute that cost me money due to scheduled plans on multiple flights that were delayed or changed. No 10 minutes either. Hours! The SAME luggage we flew out with cost use 50$ more when we left. Everyone who works for them is useless. Fly with someone else. These folks are clowns!

I am a digital nomad who travels the world to create videos and write my blog. I had purchased tickets in the Philippines to fly from Cagayan De Oro City to Cebu, and I ended up in the hospital and had to cancel my trip. I contacted Cebu Pacific about canceling my trip and was given Care Reference No. **. It has been almost two months, and I have not had a reply about my Case. I sent a weekly email to get an update, but there was no reply. The last reply was on March 10, over a month ago. 4 additional emails have been sent, but there has been no reply. I even tried to do the live agent. I was hung up on by three people, and the fourth said they would email me an update on my case. No email was ever received. The customer service here is terrible, and I will never fly this airline. I would recommend finding another airline for your travels.

I would like to share my recent experience with the check-in staff of Cebu Pacific at Ninoy Aquino International Airport Terminal 3 during my flight to Tokyo on February 9, 2026. Unfortunately, I found Ms. Kariza ** to be not friendly, not accommodating, and lacking the warmth expected from customer service personnel. The interaction felt unwelcoming and dismissive, which made the check-in process uncomfortable. As a passenger, especially on an international flight, I believe courtesy and professionalism are very important in setting a positive tone for the journey. I hope this feedback can help improve customer service experiences in the future.

I rarely leave reviews, but after multiple terrible experiences with Cebu Pacific, I feel obligated to warn others. This is hands down the worst airline I have ever flown with. Our group traveled to Coron for a vacation, and what should have been an exciting trip turned into a stressful nightmare because of Cebu Pacific’s constant baggage mishandling and lack of customer care. On our first flight, the airline left ALL of our checked baggage behind in Manila. Not one or two bags — our entire group’s luggage was missing. We landed at our destination with nothing: no clothes, toiletries, or essentials. For a vacation flight, this is completely unacceptable.

Terrible service overall. On the way to Boracay the flight attendant named Julz decided to just skip our four rows for offers of water and snacks, on the return flight first delayed an hour and a half. Ok I could deal with that. Not too bad of a problem but after the hour and half was up it got pushed another two and and half hours, we were then told the plane is landing. Now nobody is allowed to use toilet and you must immediately sit in your seats or the flight could be completely cancelled because of a twilight rule? The didn't want to take off after sunset? Didn't understand 1 bit.... Everyone was complaining as they had connecting flights/drivers waiting at airport to collect them, would not recommend this airline at all. Really unprofessional. Not good enough for foreign travelers who expect and need things to be in order and stick to flight booked times.

The most useless company ever. Don't flight with them. They don't answer emails, they don't wanna rebook even if I was in hospital that day. You can only speak to customer support on website and no one will help you. ** minimum wage workers.

If there were zero stars that is what they deserve. I tried to purchase one return airline ticket to Boracay. When I proceeded with the payment the website came up with a refresh error 413 message. When I refreshed the page it went white and blank. I tried again and purchased the ticket. Same issue with the error message. When I checked my email the airline had charged me for both airline tickets but never showed confirmation of purchase on the website. The Escalation team refused to refund my money for one ticket. Only offering a credit note/travel find to only spend on their service. They did not care that I was $2000 out of pocket and I now can't afford to buy accommodation. Customer Care team said there is no one in the escalation team to speak with. Their justification was, that the itinerary was sent to my email, ignoring the fact their website glitches. I had screenshots to prove. I am still waiting for my money back.

By far the worst travel experience I’ve ever had. Before booking, I spoke to a Cebu Pacific agent to make sure my luggage was within policy (I know they’re very strict) and I even disclosed my disability. Despite that, when I arrived at the airport the staff laughed at me for being confused, made fun of me, and then forced me to check in my carry-on bag—even though it was both under the weight and size limits when measured in their own sizer. Their only excuse was that it was “too bulky,” but they refused to explain further, leaving me no choice but to pay 2000 pesos.

They're almost always delayed, and when you do land, it's often on the tarmac somewhere and you need to be bussed to the terminal. If you travel cebpac, be sure to have travel insurance. Basically negating the point of purchasing with a "budget airline." Pay the extra 1500 php for travel in and around the Philippines and fly with PAL. They are a full service airline, much more organized, free checked bags, in flight services... Basically everything Cebu Pacific doesn't do, PAL has it standard.

I booked several times a year flights for myself and my family from Cebu Pacific. Every time I get aggravated because the site keeps returning to the stupid page where after you have entered all the details 500 times for yourself and your family, it keeps of going on top despite the fact that all of the details had been filled out already. Yes, I have an account to keep track of my flights because there is no other choice except for PAL which has inconvenient flights. It also will keep on adding flight insurance multiple times even though you opted to not add insurance. What a huggeeeee hassle every single time!!!! Make your website better!

Worst experience ever! I was robbed by 2 different departments of Cebu Pacific. WARNING!!! 4 minutes late for flight. Had to fly next day at a very high cost. Then told my luggage was 1 kilo over. Had to pay two men away from the counter so they could pocket the money. My luggage was under the weight limit when I left. Now it’s over and I had to pay. Plus the cost of a hotel for the night and transportation. Customer service is not only bad! They actually rob you!! Some day they will rob the wrong person and someone will go completely off!

I booked the flight for my wife through Expedia when I paid it changed the dates. Expedia said that Cebu Pacific would fix it at no charge. LIED because they charged a rebooking fee $238.00 more. Then charged another 3000 pesos for her check bag which was supposed to be free from Expedia. I have written a review about Expedia as well.

I recently had a frustrating experience with Cebu Pacific Airlines after having a mild ischemic stroke. I booked my flights last year and, despite providing a legitimate medical certificate from two doctors at Kaiser Permanente, they refused to refund me because the certificate had an electronic signature. They insisted on a handwritten signature from a doctor’s pad. This was particularly frustrating since Philippine Airlines accepted the same certificate for my international flight, which was for a much larger amount. In the U.S., many hospitals use electronic signatures for convenience, so I was disappointed that Cebu Pacific seemed unaware of this standard.

They always defaulted the travel insurance as part of your bill and you have to work your self out from it, if you choose not to! In our first trip, we bought their travel insurance under Chubb and we filed claim due to medical emergency and now they’re saying they will only pay the cost of the tickets that was forfeited. I did not even care about the missed flight. We just want to get reimburse for the medical bill. So, just beware!!! I don’t see the silver lining here. Too many 1 star here.

No customer service, steals from a child!! My girl had 7-kilo bag and small backpack that holds laptop like that is allowed with personal items and charge 1680 php extra at the counter. Very rude like they can treat people any way they want!! It is not ok and I want my money back.

We are waiting for an hour in a wrong gate number as shown in the screen of gate 132 then when the final call to board to the airplane. It was gate 133. They should correct it to make sure no one will left behind. It was so frustrating...

The worst airline I ever dealt with. Worst ever -0 star, and the staff are not helpful, I had a connecting flight and the airline flight was delayed and they lied at us that someone will help us and they didn’t, this is unacceptable.

These people are scammers and thieves. They have no email, no phone, no other way to communicate with them. You get no refunds because you can not contact them, stay away from Cebu Pacific Airlines. They will cancel your flight and cause you to miss connections. Airplanes will not show up at departure airports. Philippine government does not care. if you're American they treat you like a dog.

I booked 4 flights with them for our Philippine vacation for December 2023. They canceled all 4 flights on us. Two of them had terrible alternative flights but we made them work. The other two had no alternative flights around the same dates. My refund was processed on 11/14/2023. They told me it would be 15 days to process. I called after over 2 weeks, and they assured me they would get it done. Weeks later still nothing. Now it is January 17th, 2024 more than 2 months later and these thieves still haven't returned my money.

The ground staff need to give more respect and consideration to their elderly passengers. On a flight from Manila to Davao on Sept. 24, 2023, our party of 6 were deliberately bumped-off from our flight as apparently the airline was unable to carry my 77-year-old mom's battery-operated wheelchair. After bumping us off from the plane and harassing us at the boarding gate, the staff late figured that the battery was admissible, after all, and let us board a later flight with the wheelchair in checked-baggage. But not after ground staff (boarding crew) were extremely disrespectful and indecisive at the gate.

Blame yourself for not spending the extra money to fly with a suitable airline. Cebu Pacific will take your your money, laugh at you for paying for their 'CEB Flexi Add-On' and ask you to fly with them again if you can't use your ticket.

I purchased ticket without baggage thinking it would be easy to just add baggage after, but it was literally impossible. Tried as guest and as member. Nothing worked. Tried changing password. That didn't work. Couldn't talk to anyone. Kept just getting virtual guy. It wouldn't even go through when I tried to message them with a complaint. Workers in Philippines could offer no help. Had to pay 3000 pesos for one bag for short four hour trip. I couldn't even get an email or phone number.

We planned a trip to the Philippines and for our local flights, we booked with Cebu Pacific. A month before our trip, I got an email from them saying that our flights have been cancelled and they rebooked us to a different flight. They did not give us an option to choose from so we thought that that was the only available flight. When they tried to cancel it the 3rd time, we chose to have our flights refunded instead.

We arrived in Manila and instantly got sick on Day 1. By June 2, 3 members of our family were sick – my youngest son, myself and my husband. So, I tried to contact Cebu Pacific – they had NO phone number available. They only had the chat option with Charlie the Chatbot and I was eventually transferred to a live agent.

My husband was in transit from Phil to India via Hanoi, Vietnam. We thought that transit visa can be obtained he arrives in Hanoi but was told at the counter that he needs to apply 24hrs before arrival. My husband was not able to cross the immigration and was waiting inside the airport until the departure gate is open. Mr. Thieu Ngoc ** is the representative of Cebu Pacific who assisted my husband and provided best customer service above and beyond. My husband was hungry and thirsty from the travel and Mr. ** provided him with fruits and local delicacy food and water. It was delicious by the way per my husband. Thank you Mr. **, you are an Angel in time of husband's desperation.

I recently had the misfortune of flying with Cebu Pacific Airlines. They say cheap things can be costly...and oh boy was this costly. How can an airline company as inefficient as this one exist? From start to finish, their level of incompetence and disregard is truly astonishing.

I attempted to rebook a flight on May 20, 2023, from a flight originally on May 29, 2023. The flight I needed was the same time and itinerary on May 20, 2023; however, the website was not working that morning and not allowing me to change the flight. So, I needed to book a new flight with the thought of reaching out to Cebu Pacific customer service to inform them that their website was not working and allowing me to change my flight within the conditions of the fare rules. After a detailed explanation with a chat bot (essentially), they denied my claim via an email. Getting them on the phone is impossible because their CS lines are all various country specific and half do not work when calling the number listed on their website.

Worst customer service ever. Worst Airline ever. I hope they go bankrupt. Greediest company ever. All they ever think is how to get your money and never once think of customer satisfaction. I bet all Cebu pacific agents are miserable as hell. It shows on how they handle customers, not a single ounce of care at all.

I inadvertently booked 2 tickets with my girlfriend's name instead of 1 in her name and one in mine. I tried to change this via their app and voice chat as well. I finally went to the airport and spoke to a gate agent and they said they could not change the names on one of the tickets even though they could see there were two bookings under my girlfriend's name. Previous to this incident I had a flight booked and it was cancelled at the airport with no explanation at all as to why. I accepted a credit for a future flight which I am unable to use as their app will not allow me to add funds for the difference in price. What a joke this airline is and a complete rip-off. Their app is terrible and you can’t seems to do anything without something going wrong. Their app will not accept a US tel number as well, it will stop short before entering all the digits. Need I say more. I am done with Cebu Pacific Airlines, the worst airline I have ever dealt with. Incompetent and unhelpful.

I had two teenage girls - family members flying from Pagadian to Cebu. On the return trip security refused me the ability to take them to the gate so they were on their own. They went to the original assigned gate and waited. When they asked about the flight they were told the gate had changed. The airliner was still there on the ground/gate when the representative found out about the issue. The answer they were given was to come back tomorrow! Thankfully, I had not flown out yet on my flight and had to rebook them to a nearby city that required a 7 hour bus ride as well. Cebu Pacific told me to talk to the supervisor in Cebu..but refused to let me past security to speak with them. I asked for a phone number, they said they did not take calls. So 2 girls were left behind and I had to payout another $200 to get them home. Cebu Pacific refused to refund or credit anything. Cebu Pacific is never at fault.

I arrived from the US in Manila. After a week, I booked our flight from Manila to Cebu. Then, I booked our flight again from Cebu to Tacloban, and I booked our flight from Tacloban to Manila, but for some reason, my companion decided to go back to Manila from Cebu. Instead of Cebu to Tacloban and Tacloban to Manila. I contacted Cebu Pacific to see if they could re-route my companion's flight from Cebu to Tacloban to Manila. I was told that the ticket could not be re-routed or canceled. I can only re-book the ticket, or the ticket will be forfeited. Cebu Pacific Air sucks in every way. I give them my hard earnings for free without any consideration. Would you book your ticket not knowing you can't re-route your flight or cancel? I wouldn't. "NOT EVER AGAIN."

Worst experience I have. They have strategies to keep you rebooking and miss your flight and customer service is not helpful. Once you got hold of them and be able to rebook again. New strategy created 'til you cannot do anything and lose your money. I always book here before. But If I have a choice in the future. I advised not to use Cebu Pacific. They do not care.

We are a family 7pax traveling via Cebu Pacific Tacloban to Manila. I settled online 1 luggage (21.5kgs) to check in. The agent has the audacity to threaten me that I need to pay for the extra 1.5kg if I will not remove move the excess weight, this is after explaining that I do not carry any handcarry with me. Mind that I am still entitled to carry 7kg as handcarry which I do not have. The rest of the family members has their individual hand carries. I had to move the 1.5kg to other luggage just to finish the issue.

It's funny that you are so strict with check-ins when probably 90% of your flights are always delayed. Silay Airport is such a small airport for you not to consider a late check-in when it would only take what, 2 minutes to go from check-in to the boarding gate, to think the airplane just stayed there in the airport for the next 30 minutes. We were only some 5 minutes beyond check-in, would it bankrupt the company to show a bit of consideration? Your staff at the Silay Airport are nothing but upscaled cashiers, only trained to repeatedly offer a rebooking. They lack proper judgment and definitely proper customer service training... THE SUPERVISOR INCLUDED. This is probably the worst airline in the entire world -- DO NOT BOOK A FLIGHT HERE.

Cancels flights without prior notice. Our flight to Manila was canceled a few hours before the travel date. Can't book again on the same day as all flights are sold out. Our travel is for emergency purposes and Cebu Pac agents and hotline don't pick up. The chatbot on messenger is hard to navigate. The agents on the chat take Hours on queue. Definitely the worst airline in the Philippines. Don't book this airline if you have other options especially when you travel on emergency.

It has been 40 days since Cebu Pacific cancelled my flight from Australia to Manila and Cebu to Australia advising me via email of my forthcoming refund. One leg was booked via Trip.com. Today I called them and they advised me it may take 2 or 3 billing cycles for a refund to reach my credit card. Omggg. On top 40 days already. Originally they weren't going to refund my excess baggage of $63 aud on a flight that was cancelled? Somehow my emails made them see the light and that money has arrived. Accommodation booked thru Hotels.com was refunded in days. My return leg I booked direct with Cebu Pacific and I just got off the phone to them and they advised it could take 4 to 5 billing cycles for a refund. I am guessing they have everyone's money in a fund somewhere gaining interest. Not good enough. I am not confident of ever receiving a refund.

My flight from Manilla to Macau was cancelled the 2nd February at 7 pm just as I was supposed to embark. First excuse, the Hongkong government closed its frontier. What does that have to do with me, going to Macau? Ten minutes later, they said that the Filipino government won’t let any plane coming from China to the Philippines. Still, I want to go to China, I am not coming from there. So, what does it have to do with me again? Afterwards, they told me that every company in the Philippines are forbidden to go to China, Hong Kong and Macau. Finally, a good reason, but why did they lie before?