Cebu Pacific Airlines Reviews

I once called in because I made a mistake in booking Iloilo-Manila ticket when I was supposed to book Manila-Iloilo (I was in Manila, and booked at 3 am, impulsively!). I know I was at fault, but I called in immediately to inform them of this error and they still want me to pay the rerouting fee. That was after P300 worth of phone minutes because their rep READ TO ME an entire paragraph from the T&C which I've repeatedly told her that I am so aware of. That was why I contacted them for consideration. I ended up rebooking the entire flight ON MY OWN to a different day because the flight that day has been taken up (thanks to their very slow CSRs and system).

Even my aunt has a major concern regarding them that has not been addressed yet (after 2 years!). My nephew has been asked to pay for an unaccompanied minor fee for the first time after a few flights and then was asked to accommodate someone else's baggage. He was then advised to go with the person whose baggage was included on his (he had 7 kg. to spare) and was told that if anyone asks, he was to say that man was his cousin. This has alarmed my aunt because what if that man's luggage had illegal items and my cousin's name would register as the owner and why did they make him pay UM fee only to be accompanied by a stranger?

My aunt raised this concern to a manager at Bacolod Airport, through e-mail and Facebook - and I called in again last month regarding this incident and still no one has come up with a viable response as to how could they let this security breach happen. I hope someone still look into this, otherwise, it could happen again to a poor unsuspecting child!

After calling your supervisor and provided receipt for the purchase, you changed your story as to why she can't board the plane. That the credit was not in her name...!!! Have you specified that when we made the purchase then we would've provided the proof that the purchase was all legal and with consent... Then you told her that it was too late, she can't board the plane now... After travelling for almost two hours to get to the airport? When the people that would be picking her up in Butuan were already on their way. Pagka bastos ninyo... Have you no decency? Tao pa ba inyong panan-aw sa inyong pasahero...? You never even offered to rebook her...? And on top of it all, you would not refund? Gagmay ra man hinuon mi nga tao. My complaint might not make a dent... But I swear, as long as I live, I will never ever fly #CebuPacific again.

The owner should be ashamed of himself for stealing money in your face! I hope karma gets them soon. I can't wait for that to happen. No worries, what goes around comes around and I'm pretty sure that when they get it, it will hurt more. Who knows, the stolen money will just be used to rehabilitate all their kids and grandkids.

With all my frustrations I went to the airport 4 hours before and went to Cebu Pacific ticket office. I was told that I need to pay cash and they will charge back the amount debited from my credit card in 10 to 15 days! I told Aaron (the one assisting me from the office) that it means the amount was really charged to my credit card?! It was never declined! Then why I need to pay in cash?! This is like double charging?! I paid them in cash and my credit card was charged as well! What an experience indeed for using their website! I WILL NEVER FLY AGAIN WITH CEBUPAC!

I have a very disappointing experience with Cebu Pacific Air who cancelled my return flights from Caticlan to Manila under booking reference number **. Under no circumstance that they advised me of this, not even when I was checking in at the airport for my initial flight from Manila to Caticlan. Basically they let me and companion to fly from Manila to Caticlan but no return flights have been provided since their cancellation. They ruined my entire itinerary and very important appointment at Bacolod because of their cancellations. I incurred enormous amount of accommodation and food expenses whilst I was in Boracay as they could not provide alternative bookings. They took no consideration to my medical condition or health and was even arrogant in changing their stories between one customer service to another.

I have attempted to resolve these issues by emailing them but once again they do not care about their customers. All they care about is their profits and cheating decent and vulnerable people. I would strongly suggest that anyone thinking of booking their flights thru Cebu Pacific to select other airlines. You may need to pay a bit more in air fares. However the quality and stress-free travel is something that is worth paying for. If you don't want any headaches in flying to your destination and back, then avoid Cebu Pacific at all times. I am sharing my disappointing experience with Cebu Pacific so that hopefully no one else would suffer the way I did. Thank you for your attention to this matter. Unhappy Customer.

My partner made a long distance call to Cebu Pacific to address this issue and advised him to follow up 24-48 hrs and that call cost him a fortune. I made the follow up after 48 hrs only to get an advise to call back again 24-48 hrs because the concern dept hasn't responded yet. I was totally furious and disappointed. So again, holding back my anger I waited for another 48 hrs and I got the same answer. Customer service was a disaster because it always get disconnected in the middle of the call and had to call back again and explain what happened over and over again. WE gave it one last shot but we were really hoping for a positive conclusion.

So I called on the 5th day (YES, 5th day!!!) the guy told me that there was already a feedback and I got excited because finally after 5 days, this problem will be fixed only to our disappointment, they told us that it can't be changed and if we request for changes, we would have to pay under regular fare plus other fees with a total of 6k and submit some documents. WHY? It was not our error and now we have to pay for their mistake. It was totally a system error. My partner has been a customer of CebuPac for how many years. We just don't understand why that booking was made under his name again when he put all my information there. I am not sorry for saying this but this airline is very cheeky and a total scam.

I called customer service to clarify the error msg that I'm getting. Customer service rep was really annoying. He didn't know what he was saying. He did not understand what I was trying to say. He insisted that I had the intention of adding the baggage on the booking which I said yes. However Cebu Pac's website didn't give me an option to pay for it in cash. If I only had a debit/credit card I should've paid for it immediately. I opted to speak to his supervisor. They placed me on hold for about 30-45 mins which is unacceptable. Same thing happened. Supervisor was rude and insisted that it is my fault. He said it's an isolated case. It can be escalated if 1000 out of 6000 calls they receive each day would have the same concern as mine.

I've been a loyal customer though I am experiencing delays on their flights. I've got this issue once during my trip to Hong Kong last year. I didn't mind paying for it at the airport. I was telling them that it would be 4 old ladies which happened to be my aunts who would be traveling together. It would be such an inconvenience especially that they will be coming from Pangasinan straight to the airport. I don't mind paying for the extra baggage thru the payment center but they insisted that I can only pay for it at the airport. Their ticket costed 26,000 in Philippine pesos for 4 from General Santos city - manila which Phil Airlines would also cost us the same with 10 kilos check-in baggage included on the tickets.

We chose to fly with Cebu Pac since all this years that we've been traveling with this airline we are getting great customer service. We had never experience this, by far this is the worst experience that I had received from them. I felt disrespected and humiliated as a customer. I would never book with this airline again. I am hoping that you could send a feedback to both the rep and the supervisor so this won't happen to other passengers in the future. I always admire call center agents for their patience but not this time. If you need to get my details please contact me at this email **. Thank you!

Slow, slow staff at check ins make even supposed quick check in processes like "Web Check In Bag Drop" a time consuming pain and in some cases slower than the standard check ins. There is also no management of queues at international check ins making 1 queue to morph into 4 -5 as people skip in front of long waiting customers in the initial queue (we know Filipinos like cutting in when they can therefore the lazy staff need to get out from their cushy seats and do something positive to manage this buildup of humanity).

As stated I have traveled internationally with CebPac and it is a disgrace that for up to 8 hour trips there is no entertainment and you even have to pay for water!!! The Aircon naturally dehydrates people and you have to pay for a sip of water???? They won't change this until someone has a health related hydration issue onboard. Don't fall for "We are a budget airline so we only give standard services" crap... They are not cheap. They just use this mantra to price gouge every single centavo from you. I recently had to pay Php 27000 one way from Australia and can assure you from my experience that their ads are all smoke and mirrors.

Try obtaining the cheap prices they advertise and you will be sorely disappointed as in most instances there is a lack of seats or very narrow flight availability dates, then you will have to book a standard fare and you will see how "inexpensive" they can be!!! But they won't miss to charge you whatever they can like their skinny baggage limits of 10 or 20kg so they can get you to pay more for additional baggage.

The flight staff are the best of a bad lot of employees (ruined by their embarrassing Managers, Supervisors and Executive inattention to improving the services) but even the Flight Captains lack common sense (fortunately they can fly though). I recently had a 4 hour delay in Manila (I constantly had to ask the lazy gate staff for updates as each rescheduled time was exceeded). To finally get on our aircraft we had 2 gate changes and after all these ground delays the Captain allowed us to be further delayed on the takeoff tarmac as we were put number 10 in the priority queue to take off... another hours delay. Then to top off the horror flight we had to wait another hour at our destination (at 1.30am in the morning) as there was an aircraft in the bay that was scheduled to receive our aircraft... then the standard 40 minutes to get our baggage. All in all I arrived 5 hours late to my destination without even a free drink from the airline!!

Some will say that some of these things aren't always in the airline's control... and that is what CebPac will have you believe as they try and avoid accountability for their performance. They won't fight for us like the Captain who allowed us to be last in the queue to take off even after a long ground delay as THEY DON'T CARE ABOUT THEIR CUSTOMERS and that's why nothing ever improves and in fact is getting worse because NO ONE AT THE AIRLINE CARES! THEY ARE TOO BUSY COUNTING PROFITS... but profits today don't mean you are running a sustainably good business. It just means the market hasn't caught up with you yet CebPac. It will come back to bite you CebPac as customers leave you in droves as like me they become totally frustrated.

I have already started letting my friends know about the airline's arrogance and incompetence. I love the Philippines and by all means go there and enjoy its people, vibrancy, and natural beauty but punish those like CebPac who take advantage of you. On the off chance you get a cheaper fare you will pay ultimately with untold frustrations. Shame on you Gokongwei and Romulo... from what I have experienced from your corporate skills you couldn't organise a pig to get dirty in a mud heap! It's up to all travelers to make their choice but my recommendation is don't use Cebu Pacific until they show that they want to keep you as a customer by providing value through ongoing excellence in services and not just to gouge money from you today!!!

Our dilemma started on 19th Dec when I came to know that my daughter’s flight from Indianapolis (USA) has been interrupted by heavy snow condition, resulting in her missing all connecting flights via Atlanta (Delta) and Amsterdam (KLM). That has further impacted her Dubai to Manila flight on Cebu Pacific, wherein we as a family (4 people) has check-in online.

Upon knowing the delay on 19th Dec early morning, I immediately contacted the Cebu Pacific Call Center, to advise them of this situation. Right there, you will be frustrated on how difficult to contact them. If you are lucky to get the line, you will hear an answering machine saying all operators are busy and ask to hold on the line and this can last for 1 to 3 hours or more, bearing in mind that this is an international call. Maybe, if you are lucky to talk to someone, but in the middle of the call, line will get disconnected repeatedly. Very frustrating right, but since I was desperate to get an answer if I can rebooked my daughter’s flight, I wasted 2 days doing the same thing again and again!

However, when I got lucky, I was told to send an email providing proof of delay to this email address 'servicedeskmnl@cebupacificair.com' and that I should get a reply within 3 hrs time, but to no response until after 6 hrs. I called again to be told that the message I got was wrong and that I should contact Delta airlines to call Cebu Pacific in the USA to settle it between them, on how to solve my daughter’s missed flight. After several calls to Delta (imagine international call again to USA this time). Delta tried calling Cebu Pacific in Manila, while I was on the other line, but got the same difficulty. My daughter, even had to arrange for a conference call to have Delta and Cebu Pacific people speak to each other, blaming each other on who should shoulder the cost, but Delta is saying it is weather condition which is unpredictable.

After several calls for 2 days, I gave up and told my daughter that it is a waste of time and energy. But then my sister in law, also called Cebu Pacific that they finally send a message in the system, to allow rebooking the next day, and for me to approach the airport in Dubai and pay for the difference. I was happy that finally my dilemma is over. However to my disappointment, the Dubai airport authority has no idea about such message. In the end, after all the drama, wasted money for international calls, arguments, at that end my daughter’s ticket cannot be used, in spite of huge airfare to Manila due to peak season, have to buy a fresh ticket which is ridiculously expensive.

The worst part is that we have even paid for our seats, but while we were inside the flight, someone is sitting in the seat supposed to be for my daughter. It means, Cebu Pacific is overbooked, and although we have check in online and paid for seats, it has been re-used for someone else, which is opposite to what they told us. The big lesson out of this dilemma is not to fly Cebu Pacific Air ever again... and stay on Emirates Airlines or other airlines of outstanding customer service. It’s my personal recommendation for Cebu Pacific Air to focus on improving their domestic service before accommodating international flights.

She referred the problem to a representative in the airport but she was only told that she would only get a certificate indicating that the flight was delayed. So she waited until then only to find out that the plane was further delayed for an hour! Departing at 3:30 pm, there's no other way that she could get there on time! She arrived late in NAIA at 5:30 with a hope that the certificate would grant her some kind of action from the management. But no, she only got a sorry and an unexplained reason from them. Her next flight is non-rebookable and non-refundable so the certificate they issued has been useless!

She had no other choice but to buy another set of tickets that costs 42,000 pesos. Yes, that's quite a big amount of money for a simple sorry and a piece of paper. Thank God she has friends in Denmark who lended her some money. I mean it's quite unfair for her and for perhaps thousands of other victims of delayed flights to cause such great damage yet Cebu Pac earns billions from it.

The passengers arrive several hours earlier in the airport but the airline is not responsible enough to make their flights on time. I can now fully understand why the rants of people in the television regarding delayed flights are such a big deal and why Cebu Pac is heavily branded as "Ay, delayed na!", which is actually a fact! Other airlines can keep their time but why can't Cebu Pac? There must be something wrong in their management. Plus their so-called Customer Care has been so awful. What a nightmare! Yes, I'm kind of discouraging you to take that airline. I don't know about you but one thing is for sure, I WON'T EVER TAKE CEBU PAC AGAIN AT ANY COST. #CebuPac

I received an email from this airline where they advise that the purchase ticket and booking isn't been successful, so it mean they just pick my money without giving nothing. The hassle they made so I spent my time and money to call that wonderful call center where I heard only some ad to buy their products but no operator talking. I decided also to send an email to their complaining service where I explained what happened. I talked the manager A LIAR evil manager. He told me that he will make a report in regards this matter in order to reverse the payment but he could not make. Still right now the payment is not cancelled. So now I bought a new ticket again in the ticketing outlet for my friend in order to get home. The question is how to make my payment refund or cancel in my credit card record.

Now I am worrying as I have a current booking to Manila, going to Taiwan using transiting to Manila & using PAL to Taiwan. I hope that there is no delay from Singapore, as I only have 2 hrs & 35 mins to spare. I hope that Cebu Pacific can do something about this. Perhaps lessen the available hours of your flight if you can not truly accommodate. We are sacrificing our time off from our offices & our salaries are being cut off too. One more thing was that, why there is no disembarkation card being distributed. Other airlines has. Please keep your time prompt. Thank you.

Then my wife didn't get any discount and got force to book a very expensive flight 10k one way to Boracay. Today my wife is going home and the flight was delayed for 45 mins on ETD. HOW COME WHEN CP IS LATE NO COMPENSATION OR ANY ANY OFFER TO SATISFIED PASSENGER??? That is why I told my wife not to take Cebu Pacific Airline ever. And I hope and I pray that I would never take any Cebu Pacific Airlines for any reason.

I told them I wanted to change a name of a traveller and this time they tell me I have to fill in a Change of Name form and submit a copy of my mother's passport. I did this and then they tell me I have to cancel my son's booking again and rebook it in my mother's name paying more fees, money I no longer have. Is ongoing, we are supposed to fly out next week December 15, as we need to travel to the Philippines to prepare for a wedding which now looks like we will have to be cancel. Now I am also looking for the contact details of the CEO of Tiger Air that owns Cebu Air to lodge a formal complaint.

Updated on 12/14/2016: Now they tell my complaint has gone to the Concern Dept. It has cost me almost double the original booking. I asked for a refund for failing to provide a service. I was told they would make a new booking for my mother, so now I am waiting for the Itinerary to be emailed, but at this late stage I will be leaving for Sydney in 2 hours to arrive in Sydney tomorrow and time has run out and I will be traveling without my mother. Cebu Pacific now owing me AU$3000 for failing to provide a service.

We had complained about the delay since the start and that we might miss our connecting flights in Manila and Taipei. Our next connecting flight was departing at 16:55 in Manila bound to Taipei, and in Taipei at midnight bound to Amsterdam. It was already past 15:30. In no way we could make it. The ground staff lied straight to our faces that they would arrange a Cebu Pacific flight from Manila to Taipei at 20:00.

So when we got on the next plane they told us to approach the staff in Manila as soon as we landed as they contacted them. Also, they had promised a ramp shuttle to transport us from terminal to terminal. As we arrived in Manila we hurried to the Cebu Pacific counter and these employees (and supervisor) were not aware of the whole situation. There was no ramp shuttle, no flight arranged at 20:00 to Taipei, no arrangement!! We were so pissed off that the crew in Kalibo lied to our faces just to get rid of us. The employees at the counter could not help us and they were constantly evading solutions. There was only a flight at 22:00 leaving to Taipei, but we'd still miss our connection. We left the counter empty handed after 2 hours of complaining.

Only thing left is that we contacted China Airlines to rebook our flight, but their office was closed since they already departured Manila. When we got in Taipei, China Airlines informed there was an option to rebook but the next available flight was in 5 days. No way we'd wait that long. We just wanted to get home. We had to book a flight to Amsterdam on our own expenses... We are deeply disappointed in the services of Cebu Pacific. They will lie straight in your face just to get rid of your complaints. If you ever book with this airline, at least have a full day transfer time between connecting flights. Or pay more money and book with a different airline.

Original Review: Nov. 5, 2016

I book a flight from Davao to Manila with Cebu Pacific and paid with my credit card, but didn't received the booking confirmation. After half an hour, instead of confirmation I received an email from this airline where they advice that I didn't yet concluded the purchase and the booking isn't been successful, so it mean they just pick my money without giving nothing. So I spent other time and money and called that wonderful call center where I heard only some ad to buy their products but no operator talking. I decided also to send an email to their complaining service where I explained what happened, but after waiting another couple of hours for an answer, I decided to postpone all my appointments in Manila, among which one very important in the Italian embassy, and book a flight with Air Asia expected 6 days later from the one initially planned with Cebu Pacific, this time successfully.

The day after Cebu Pacific send me an email where they regret for the occurring, attaching the ticket for the flight I initially booked. So now I bought a new ticket because they told me first that I didn't book but picked the money, and after one day they regret and said "we were wrong this is your ticket"... of course not refundable! Last time with them.

Cebu Pacific don't even sent out text messages, that they will cancel or delay their scheduled flight. All their ground personnel don't give a damn! If they did, they wouldn't work at a flight company like Cebu Pacific, because so many angry people every day complain. Question is... is it legal to do this? I want to ask in this forum, how many has experienced this? Do we file a lawsuit and hire a lawyer? If we can assemble 100's of people (which I'm sure is easy) we could get Cebu Pacific to pay a big penalty- or better make them STOP their outrageous "delay policy". Somebody has to do something and I intend to start gathering people who has been badly mistreated by Cebu Pacific. How about you?

Now I had to call the customer service number to see what I can do to just change my flight but the representative told me that to pay a fee to change the flight. I was in shock because their website was responsible for me messing up in the first place. They told me that they had an investigation team that can look in a matter and would take 24 to 48 hours. To make long story short, when I called back they just said that I had to pay the fee to change. I asked them what did their investigation find and they could not tell me anything. I was in shock that they would not just change the flight. But what is really upsetting is that they blamed the situation on me as though it was my fault. "Sir you should have checked the date prior to booking. You will need to pay for each family member to change the flight." When I called back I talked to a supervisor who told me the same BS and then he asked me my nationality which was surprising.

The next day I just decided to pay the fee and learned that not only would have to pay a fee to change the flight, I have to buy the tickets all over again and not at the same rate. I have to buy at a higher rate if the tickets increased. I couldn't believe my ears because most flights just have either a change fee or no fee at all. I suggest anybody who is planning to book a flight on Cebu Pacific to think twice because if there is an issue with their website, you will pay the penalty rather than them taking the responsibility to take care of their customers and improve their site. AVOID CEBU PACIFIC AT ALL COST.

I tried to call them one more time and as soon as they picked the phone I TOLD THEM NOT TO DROP THE PHONE AGAIN. I asked if they could forward the call to the manager but they refused several times. Luckily, after almost an hour of long argument, I was able to talk to their manager. That was a relief... or I thought it was... and I really thought my problem would be solved. To my disappointment, the issue just got worse. The manager told me that they could not really reschedule the flight, and I want to go home that day, I would need to cancel the flight and book another flight. I was left with no choice. I canceled the flight and I received no refund. Then I have to pay the new flight in full price. Wow, imagine that. I just lost 2800+ dollars in a single day (4 flights canceled and rebooked). What a waste of time and money!!! Do not transact with Cebu Pacific ever again or you'll experience the same frustration!!!

Download the app to make booking and it forced me to select seats that cost more, without the option to exclude seat selection. What a daylight robbery. Going back to online, DUE TO THEIR WEB SCREW UP, the flight ticket now cost more! YET I couldn't proceed after entering everything with the same IDIOTIC message. Called the Customer Service to make booking and now I am charged even more!!! I FELT ROBBED TWICE!!!

If they can't even maintain a simple website, how do you think they can maintain their planes??? Guess what when you complained in their website? The reply came as if it is YOUR fault! Either the bunch of web developers are morons, or the company culture is managed by one. The whole team ought to be fired! I rarely want to swear but I can't help it with this case.

When I told her to move it out and we re-weighed. My bag, it was only 10.05 kgs! IMAGINE THAT. This means that the box I discovered weighed almost 16 kgs! I almost paid for someone else's luggage that Justine Ray failed to push into the other conveyor belt! So that means all the passengers who were processed before me who she had instructed to pay a fee for extra baggage were unnecessarily fined! So Miss Justine Ray of Cebu Pacific staff but hopefully not for long, I would like you to know that you are irresponsible, rude, and you have cost a lot of money to many passengers because you are cavalier and careless. And if Cebu pacific airlines does not do anything about this kind of staff, then justine ray is a stellar example of what cebu pacific is as a company.

First of all, and you know that already, you have to be IN TIME with Cebu Pacific. Every flight has to be in time. Some big airline companies are making already, and successful, a in time flight program. Furthermore you can make your ground floor staff to inform the passengers, that the plane will be in time. And if not you have to take care for them, the passengers, that their plane is too late and, how much too late. The estimated time the plane will be delayed and when it will depart. So use the screens on the airports. You have too much ground staff. They are playing around with their cellphones, making jokes, have fun together, but not, I repeat, they do not anything to inform the passengers.

Last Tuesday in came from Phuket, Thailand, and the pilot I spoke with was saying already that it was a kind of company policy that you are coming too late everywhere. But what I see and read in the article, the manager has to be the one who is giving the way it's going on, he has to be an example. And as you don't be the one who is doing anything about this, is not to expect that it will be changed, and you will lose your market share, because there are much more companies which has airplanes and want to step in your "success".

Finally the plane landed and we were shocked to hear our names and it was the last call for flight 5J477. We went to the same personnel and she said it was changed back to 120. They NEVER informed us. Do you think we will waste our time on gate 134b if we were supposed to be in gate 120? The idiotic personnel did not have time to inform us of the change and she was just sitting there doing nothing. I told that personnel; "you're the worse!" I would have said more but we had to rush as we had to run from 134 to 120 so we won't miss our flight. There were MANY of us there on gate 134. No coordination from ANY of Cebu Pacific personnel. They need to retrain their personnel especially those in gates 133-134.

I am so frustrated by now that I now check Jetstar Asia same time, same planes and all in cost SGD 142. So if you want to be ripped off by airlines try Cebu Pacific. They seem to have it down to a fine art. Needless to say there will be a spare seat on the plane tomorrow and I will be on Jetstar in future as Cebu Pacific will never get the chance to rip me off again. This is actually not the first experience with CEBU Pacific. On a flight from Legazpi 2 years ago the plane could not land as it was raining so got cancelled, try again tomorrow!!

The insurance is totally useless as anything that is classed as an "act of GOD is not covered." I expect this includes bags that go missing and anything else. Even delays would be classed as an " act of GOD," however the same weather that stops the plane landing could affect you getting thru the traffic and make you late for a flight would I have no doubt not be classed as an " act of GOD" but may be worth trying when you are told no refunds for late passengers.

I just recently made a reservation for my girlfriend there from Manila to Legazpi. My credit card approved the flight twice and it was cancelled by the airline Cebu Pacific. I go on countless hours of my time attempting to make reservations and they subsequently try to force meals, baggage, equipment, life insurance and other extras to your flight over again after you refuse them including seating charges for the standard seats. It's so scandalous and a scam how they do this online.

They charge you online fees when you're booking your own flight if this isn't scamming. Well, I only continue to use them because most of the time PAL is full or booked and these airlines have the market cornered at the moment. They have grown too big too fast and can't keep up with the growing demands and quests being made of it. It will fail one day. Let's hope that the customer care as the call it will improve in due time and the airline will become a more dependable and upstanding marketable one.

I don't have a lot of good things to say about this airline but they all have their difficulties. For right now; I'm limited with only the three airlines in the Philippines. I will address later concerns about their safe and unruly conduct. I think they hire a lot of bots for the crews. They all just follow the plan as if you're not a paying customer and they are the primary focus.

I was really appalled by this Cebu Pacific employee's attitude. I've experienced how shabby Cebu Pac treats their customers but this one is a new low for me. One might save on plane fare with Cebu Pac's lower rate compared to PAL's but the delay and poor treatment you get are not worth it! Now I know why Lance Gokongwei takes PAL flights instead of his own.

I spoke to one of your representatives from Cebu 5 namely Ada ** regarding this issue and she had advised me that I am subject to almost 5 thousand pesos for re-booking fees and flight cost differences. I asked to speak to a supervisor (Steve **) and was on hold repeatedly but Ms. Ada ** had repeatedly told me that the supervisor is too busy to speak to me. Not only does this add insult to the injury, it is also absolutely rude and and unprofessional in my opinion to be told that the person I had requested to speak to and should be speaking to is too busy to give me the time of the day to listen to what I have to say and somewhat come to a resolution.

My most recent flight with Cebu Pacific was from PPS to MNL and a connecting flight from MNL to DVO. My scheduled (and I put this in quotation, since Cebu Pacific clearly does not value their customers time) arrival in DVO was supposedly at 5:10 pm. I had not arrived DVO until 11:55 pm. That is almost 6 hours of my time and energy wasted. How was I and my fellow passengers compensated? A cup of instant noodles and a bottle of water. Time is the greatest currency and I value my time. It is disrespectful and profoundly selfish that Cebu Pacific does not understand that it is not only theirs but everyone else's time that is valuable and therefore it should not be wasted!

I had been very understanding with my previous flights but the fact that after all this I am not even granted to speak to a supervisor to explain my situation is appalling. The fact that at the end of the day I will have to pay another 5 thousand pesos for another ticket due to the lack of Cebu Pacific's professionality is disgusting. This has shown me that Cebu Pacific does not value their customers whatsoever, and that they also use such disadvantages brought to the people by their company as a means to make more money.

I also tried to log in to my account in Cebu Pacific's website so I can register the canceled flight but to our dismay, we cannot. Not to mention, the site being too unstable, like it crashes at some point and you have to start over again. Frustrating!!! Interestingly, when I checked in their website about canceled flights, **, our flight to Naga from Manila was not included. Customers, be warned of Cebu Pacific. Aside from this, their flights are always late. They serve you paperish inflight food. NEVER AGAIN!!!

Original Review: May 23, 2016

I have been buying tickets for me, my family and my parents when we travel to our province. Since this is one of the cheapest airlines (I now know why), you get discounts for flight if you book early. Our experience. I booked a round trip flight to Manila & Hong Kong (11 people) two months in advance since there was a promo. The day before our flight I entered our booking for the first ten people. I could not web check in the first batch. When I viewed the details of our booking online I saw that it was re-booked on a different date and I need to pay 3x additional for the re-booked. Why 3x additional of the original price? Meals, baggage were added on top of our original ticket plus the rebooking fee.

Called their customer support and asked what happened? According to them the flight was rebooked online yesterday. Also according to the them that somebody in my party did it. The only reason they based this allegation is that I'm the only one who knew the details of the flight and that there are special information needed to access it. Take note a simple itinerary number and name can cause this incident.

What's worst is that it was confirmed even if full payment was not made. According to them that I agreed on the stipulation in the contract when I re booked. Hello, I told you I did not re book our flight. Why in the hell would I pay an additional 3x my fare, compromise our travel itinerary, waste my company leave taken for this vacation. Just to stress me out? I got nothing to gain in this incident.

So what happened next after I reported this thru email in their website. Got the same reason as the one before and that they would not refund the tickets. It was good as sold and not flown and that they did everything to ensure that I knew the details of the rebooking. I sent another email in reply asking if they are sure that I did the rebooking? Physically? Proof? Your flight can be rebooked without you even knowing it happened until you are stuck in the airport being forced to pay the amount. No email will be sent because it was not paid for. They cannot change it back because they assumed it was you who did it. They did not reply since then and even a report to the civil aeronautics board did not force them to reply.

I'm writing this review so that other people would see what had happened and how Cebu Pacific will treat you. Also if this is not an isolated case on our family. If you read thru this you notice only one ticket was modified. The other one remains unused because I cannot let a first time flyer go without a companion. We ended up buying new ticket on a different airlines that night and went on our vacation as schedule. The children were crying and had their hopes up for the trip for TWO freaking months. No thanks to Cebu Pacific and their management who cannot solve a simple problem.

I asked you to return the flight but your system is not design to do that, even your CS agent cannot do anything. The only thing they can do is get more money for you. You have cheap flights, I guess you need to cut cost on other services like Customer Support. I'm still moving forward with this with Cebu Pacific and waiting for a reply. This is not something you can look back and forget. The trauma that the children will endure if this happened in the airport is something that is unacceptable.

Remember that our flight was rebooked with no confirmation or notification on my end. If in case the information on your booking leaked out then other people can create tremendous stress by messing with your booking. With regards to what Cebu Pacific will do, email you that you did it and never talk to you again. I forgot, I called the second time to ask for a status update and suddenly after hearing my name they said they can't hear me and having telephone problems. Nice one Cebu Pacific... Great Customer care.

Once as we boarded the plane, the air conditioning was not even turned on! A lot of the passengers started complaining and went on to make jokes about having to pay for the air conditioning as an add-on service! It wasn't even funny. With their monopolistic hold in the Philippine aviation market, it seems there isn't a whole lot the consumers can do. They provide "service" to a large network, including remote areas so when you want to fly to these destinations, you don't have any alternatives. Unless you want to go extra fly on a heli or something! Or travel via sea or land which would be very hard!

CEBU PACIFIC flies to more destinations daily and more frequently than Philippine Airlines. And the best part is that despite the numerous complaints they are still allowed to remain in existence and there are no other competitors. That is why I suppose that they actually don't give a damn if people complain because they know that nobody will and can do anything against them. I have decided today to say something after they hit my nerve. My friends and I are scheduled to fly from Iloilo on Tuesday 25/5/2016 on flight DG6398 ETD 1940 and ETA in Manila 2115. I received an email a few days earlier informing me that my flight has been postponed to a later time due to extended maintenance time and asked me to call them if I didn't agree. I naturally did as the timing wasn't convenient to me and my friends as we had other plans in Manila that evening. Mind you we are on a business trip and not a pleasure trip.

When I did call them they told me that I could change to an earlier flight but I would have to pay a penalty!!! I hit the roof. I want to change the flight because the flight that they proposed to me is not convenient and I want an earlier flight but I have to pay a penalty. It's the most ridiculous thing that I have ever heard. A customer is supposed to pay extra for services that he has already paid for in full. Honestly I find this unacceptable and I sincerely hope that somebody will take the necessary action against this airlines. After all these complaints it's surprising that this company is allowed to continue to operate. How is that so? Or is it that this company is allowed to take its passengers for granted knowing that nobody will and can do anything to them. Even their ground handling staffs are so very arrogant because they think just like their superiors... "Don't like my services go elsewhere!!"... but then there is no elsewhere!!!

One time my sister's flight was also very, very delayed, and they did not even offer a decent meal. Cebu Pac earned a terrible reputation for these delays. Thankfully, the last four times I have traveled with them, the plane left on time. I hope this continues... I hope they are already improving because delayed flights can be a deal breaker.

What do they tell you, the payment validation takes a LONGTIME! Your credit card did not go through (especially if you're a foreigner). Then they provide you with any other payment options. But wait did you just hear the customer service representative or the programmed voice that all unpaid/confirmed reservations are subject to change within 24 hours because there are so many other flyers who can get your itinerary (you already provided them!). Guess what? My flight was not confirmed! And 6 hours thereafter I called again my reservation is gone and guess what is the new price for the same flight I already reserved, it went up by 5K-10K! The most horrifying experience is you already set the time schedule and your family already traveled from Baguio to Manila rent a van waiting for you!

So I have to re-book a flight right there & then for a local flight that only cost me originally for less than 8K now it's 18K! A 10K difference up instantaneously as the flight is fully booked! Guess what? When I get onboard the plane half of the plane was not occupied so all passengers have the luxury of occupying the entire row of seats by himself/herself and I did too! The Philippine government highest auditing and investigative body needs to investigate Cebu Pacific! And when found guilty pay all those innocent flying public of the money Cebu Pacific ILLEGALLY TOOK from them in this fraudulent SCHEME! I will spearhead the forensic audit and investigation for this case for free just so I can put a complete stop to this company! What a shame!!!

That annoyed me a lot coz I have some health issues like my high blood pressure will occur when I am lack of ventilation and my ticket does not belong to a promo. I paid the regular rate which is 3 thousand plus from Butuan to Cebu and the service was crap it might have caused me a heart attack or stroke. I had talk to a customer service about this and I have to wait till tomorrow for a 48 hour wait since I aired out my complaint but never again would I take Cebu Pacific. The plane could was smaller and not modern but it could have been still appreciated if the ventilation was provided for me that is very important and could have depleted the bad smell left by a passenger on my assigned seat.

The following day, we were told to book flights on Philippines Airlines so that we wouldn't miss our onward flight from Manila. We were told that we would be reimbursed for the Cebu flight that never happened. It turns out that was a lie to get rid of us, as now their representatives tell us that they won't reimburse us. Don't waste your time or your money. Book with anyone else.

The cancelled flight was not explained. We were offered a different flight more than 24 hours later but this would've caused us to miss our connection so we opted for a full refund, which I have not received more than a month later. I have spoken to the airline and they say they have refunded me already, they have not. Don't be taken in by the low prices with this airline, fly with somebody else and pay whatever extra you have to. I would pay three times as much just to avoid talking to another inept Cebu Pacific staff member.

We eventually took off at 6 pm with the Captain announcing that he had no prior information about the delays/disruption and neither did staff and crew at Sydney Airport! He then went further to surmise that these delays/disruption might have been caused by the previous flight having been diverted to Canberra arriving Sydney much later than scheduled. He said that flight regulations require crew to rest for 24 hours before flying again and so Manila staff should have communicated this to Sydney staff crew, and more importantly to the passengers affected. He said that this was not done.

Once airborne, the Captain announced that he would fly fast enough to get us to Manila at 9 pm that night but we never actually landed until well after 10:45 pm! That was a total delay of a whopping 5+ hours! He said he would forward complaints received by him from passengers to the "big boss" the following day, and personally ensure that something was done about these delays/disruptions. According to the airline passengers bill of rights, Cebu Pacific should refund the full cost of my flight and pay me compensation for these delays/disruptions.

I lost an important contract as I could not attend a scheduled meeting that evening. I had patients to see whose medical care was unattended and the consequential loss of revenue. However, letters to the Chief Executive are unanswered and ignored. I am seriously considering suing the lot of them and I, my family, staff, and friends, and anyone contemplating using them, will not be flying them anytime soon.

I am a calm person most of the time and can lose millions of pesos and not get bothered by it as much as the 3,219 pesos that they incurred in addition to what I paid for the booking. I thought it is not fair and they should have given a little consideration on those errors that a consumer does especially if the issue was addressed within 30 min of booking.

It doesn't end there - so I complied as I can't really do anything about it. So I wanted to just cancel it as I don't want to use them anymore because of the experience, AND GUESS WHAT - THEY CANNOT EVEN REFUND THE MONEY BACK TO MY CREDIT CARD. So, in other words, they won't release your money and will not give up on you as they continue to make money out of you. So you pay booking fee, rerouting fee and whatever else they could think of - until probably you are to 0 balance.

Anyway, lesson learned and I am not sure where this complain is going but hopefully may serve as a warning to all consumers to think twice when using Cebu Pacific and for the Cebu Pacific Airlines - may they realize the fact that they are given ONE STAR (if there was a choice of negative star - I'll even choose that) from a significant number of reviewers. They should consider changing their management system to satisfy their customers - after all, their success is dependent on the consumers.

I explained that this has never been a problem with PayPal as it the amount be reflected directly and the representative told me to ring the issuing bank. I also have informed that since it is a public holiday and the time here in the country is almost midnight, it would not be possible. I even called my bank's hotline and put my phone on speaker so the representative can hear what the voice over the phone was saying and yet still representative said the advice given to her were those options 1 and 2.

There is no point to wait for 30 mins to an hour. There is no point to get there at least 4hrs before departure. The bottom line is the system can cancel the transaction and I can give them my VISA details and if they are allowing the passengers to pay there at the counter at the airport, I do not think that they should be there at least 4 hours! Completely the whole system is disorganized! I would not recommend Cebu Pacific company! Everything is a mess!!!

When my uncle gets to the check-in counter of the Cebu Pacific Airlines at the Caticlan Airport, the check-in personnel wouldn't like to honor the ticket/itinerary reservation that was already paid for, and ask my uncle to just pay it in cash if he wants to get to the reserved flight. I heard about it the next day, so I called up the airlines customer service and made a complaint and requested a refund since it is their personnel's mistake. I was told that the company doesn't give refunds, but they'll give a reservation number or a travel fund which is ONLY good for 90 days. Isn't this a CLEAR SCAM?!?

They double checked with the airport authority and confirmed that this is possible and took an amount of 2400 AED from us. They took our mobile numbers, provided an electronic ticket without any receipt but promised a refund. This is a big inconvenience to any passenger and it has caused us a lot of tension if we have missed our flight. They should have informed us at least earlier so we could prepare for an alternative plan. Such a disappointment.

I am getting the proverbial RUNaround, have complete paperwork/and photos taken by their own staff (Charlene ** - Service Personnel took photos). She took a large number of photos. I was referred to Maria **, tel.** in Manila on September 30, 215 Flight 5J115. NO SATISFACTION, leaves me only this alternative. I am seeking reimbursement for replacement / damages. That is all.

When I called the customer service, that's when I learned that their website doesn't have that capability of rebooking a multi-city flight. I asked if I can reinstate the old booking. It can be done but I have again to pay $194 as penalty. I asked if there is a way they could help reduce the penalty to reinstate the original booking. None was given. The customer service has no power to make or given any accommodations and only gives an apology that I felt is really not sincere.

The other thing I want to highlight is on the website usage. You have to really be detailed in reviewing the items you pay for, from the baggage allowance, seat, food, and insurance. For seat allocation, the website will default a seat for you but at a cost. The option to remove a seat allocation, the text itself, has a grey color. If you missed it, you will be charge for the seat. You have to make sure to unselect each seat allocation if you have multiple flights. The website also defaults a food choice for you. But this time, the text to change the meal is highlighted in blue. so you can easily notice this and change or remove the food item. Insurance is again preselected for you.

There are two ways to manage this. One is to click "No thanks" which is in light grey. The other is to choose "Manage by guest" which is in blue. Then you have to make sure if there are more than one in your booking. You have to check/review for each passenger. At the end, you just need to review the whole booking again to make sure that what you are paying for is what you need or choose. The experience of using the website is stressful. I always feel that if you are not careful, you will end up paying for something that you may probably not choose if you have been informed clearly about it. The whole experience with Cebu Pacific, even the recent flights I took, are not satisfactory of a regional airlines whose passenger volume has increased tremendously over the years.

However this can be avoided if you: have your ticket print out with you, take a screenshot of the online tariff page i.e. FLIGHT... FLIGHT+BAG... FLIGHT+BAG+MEAL etc. I was lucky I argued my case and they backed down and THEY lost money. Arguments to use are: "I'm not paying for your mistake", "Sorry, no budget," "You have just been fined 52 million peso, now I can," don't swear or shout.

Me and my family got to the check in desk at around 6:00 am. The check in assistant then informed us that our flight has already left. How could that be possible?? She then proceeded to tell us that "Sometimes the provincial flights leave early if there are enough people on it. The next available flight is at 12." How is that an excuse? Honestly, just avoid this airline if possible. The customer service is horrible and it's always delayed (and they always give you ridiculous reasons as to why it's delayed). Shell out a few extra dollars to go on a better airline.

The first time called GetGo, they said the same thing. I verified with my bank and they told me that the transaction did not went through. I talked to the supervisor from GetGo and they said they will reinstate my ticket. After calling them multiple times they were able to escalate and reinstate my ticket with Cebu Pacific. I called Cebu Pacific and they told me that I can pay my ticket again but only over the phone and so I did. I received the confirmation email but after checking it, the seat assignment is missing. So, I tried sending email but did not get a reply. Tried calling them and took me another 90 mins call to get my seat assignment back to my ticket and they send me another confirmation email with the seat assignment. A day pass by, I tried managing my ticket online through their website but it gives me a message that I'm not allowed to manage my ticket online.

Tried sending complaint from their website and somebody replied and ask me to do things like clearing cache and use another browser and also calling GetGo again. I replied back to them and told them that I did everything they ask but still I'm not able to manage my ticket online. I also tried calling GetGo but they told me that it is Cebu Pacific concern already. Tried calling them and ask for supervisor but they keep on saying that supervisor are not available to get my call and keep telling me to call GetGo. I tried calling them multiple times now but still they don't give me a solution for this.

After researching other viable options to Indonesia from Manila, Philippines, I called Cebu Pacific again. I went through the process of indicating my name, flight reference number and details and indicated that I wanted to rebook my flight for the following day. When she asked me to confirm the booking, I interjected that I wanted to be sure that if the 2nd flight was cancelled, I would be able to rebook again without penalty. She was outwardly upset with my interjection and shortly thereafter said she could not hear me and hung up (my telephone connection was "average" according to viber).

I called back thinking it was indeed a poor connection, and spoke to the same woman. We went through the exact same formalities and when it came time to confirm the booking, she said she could not hear me and gave the "I can't hear you" speech again. I called back again and the same exact thing happened. She COULD hear me for everything EXCEPT when it came time to confirm my rebooking and she needed a verbal confirmation, she again COULD NOT hear me when I said "yes, please confirm this re-booking." I couldn't believe this was happening because the phone connection seemed perfectly fine and she continued saying that she could not hear me and that I needed to call back...

At that point, out of frustration I said: "Is this a sick joke?" And, she hesitated in her "I can't hear you" speech. Then I said: "I know you can hear me because you just hesitated," and she again hesitated and then continued to say she could not hear me and hung up. Needless to say, I was angry and frustrated. I composed myself, found a strong telephone connection in the house and then called back for the FIFTH time in attempts to re-book my flight. With a calm demeanor, I went through the same flight information formalities with the same woman and at the time of confirmation she again said she could not hear me and hung up.

I understand that it is inappropriate to take out any type of frustrations on a customer service representative when there has been a flight cancellation, however, her blatant malice and unprofessionalism was the worst customer service I have ever encountered. She has made it infeasible to re-book my flight through customer service (as I was indicated to do in the flight cancellation email.) If you have the choice to fly another airline to your destination, I urge you to do so. I certainly hope Cebu Pacific's customer service department takes steps to better train and supervise their extremely rude staff.

Also, they never ever stated that in the insurance sales section of the ticket sales process. A simple sentence would have informed customers that their insurance is just a SCAM; and if you miss a flight, then it's in their extra small terms and conditions page stating they don't cover it. Worst airline ever. I ended up spending an extra 7,000 PHP just to stay an extra night in a shady portion of Manila. Don't fly Cebu Pacific. They are thieves! THE WORST OF THE WORST OF ALL AIRLINES.

When I tried to contact the call centre by phone, it disconnected repeatedly and no one answered any of the numbers that I obtained for the HK office. I assume that the company has a policy of making it impossible to contact them by phone. I wrote to the customer support address and received an email within a few days which did not address my questions. I responded (several weeks ago now) and have yet to hear back. Flights that initially appeared cheap ended up being very expensive.

ONE line for ALL travelers (whether going North or South of the country) that day. Nevertheless, we arrived at the counter 55 minutes before the flight where we were told we missed the last call and have to re-book for the next flight. What do you know? Another long line of complaints and longer wait. We were informed that the next available flight would be the next day and we had to pay around 40% for penalty fee. We had to pay for a hotel room plus meals for the night. Had we known that it now takes 9 hours of a very comfortable ride (lie down to sleep) in a bus (Florida Bus) for the price of 3 meals and be at Tuguegarao early the next day, I would have opted for the longer but more comfortable ride. And be at the destination much earlier.

Please clarify if Cebu Pacific attendant have the authority to look for his ticket from Philippines to USA. My understanding is that when he arrived in the Philippines from USA this is already verified by the Airlines of origin and our immigration. Even the immigration in Malaysia and Singapore don't look for his return ticket from Singapore to Philippines when he exited to Malaysia and back to Singapore. I believe that there is no point for Cebu Pacific employee to look for his ticket because it is only create confusion and dissatisfaction from the Cebu Pacific customers. If not really required, I would like to suggest to brief your staff regarding this matter.

They didn't provide the name of the Insurance Provider as well as the terms of the coverage. The clerk said she didn't have it. When I asked to talk to the manager they said that there was no manager on the floor. Cebu Pacific is the worst airline and should be investigated for their fraudulent practices. Avoid Cebu Pacific at all cost. They are so disorganized too. The seats are the most uncomfortable of all the airlines I've ever flown in.

We tried to call there 2 DAYS several HOURS but no one answered. We slept in the airport to wait the check-in the open but no one for the handling agent knew anything about his refund! They could not contact the airline either since again, no answer. I made claim in their webpage like a month ago and still nothing. In total, we lost around 500 USD because of all the international/domestic flights we booked. It's funny that they are still promising to refund the money in their webpage but I guess this will never happen. NEVER TRAVEL WITH THIS AIRLINE!!

She was permitted to leave the country last December 24, 2014 but why was she denied to return home. When I booked the ticket through your call center agent in Manila, he booked it without hesitation. No warning or anything about the age. He clearly knows that my daughter is 9 years old yet he booked the ticket. And if the age is the problem, why was she allowed to leave the country and not return home??!! The same night, I called the call center in Manila and they just put me on hold for almost an hour given that it was an international call. Gladys and George are the worst customer service agent ever.

This incident is totally unacceptable. Even the check in supervisor didn't offer us anything to resolve the case during the incident and just shoo us away. I know my rights as a passenger and we weren't offered anything in that matter. The stress that me and my family experienced that time was so unbearable and I will never ever let this pass away.

To make the long story short... My family ended up buying another tickets from other airline company which ended up a lot cheaper because they booked it at the airport. So pls don't be deceived by this airline.

I went back to Cebu Pacific and was told I can have a delay certificate and I better purchase a new ticket. CEBU advised me to proceed to the ticket area and buy tickets for me and my 6-year-old daughter.... I was confused! I stayed in the airport for days waiting for any vacant seats because everything was booked and the only seats I made was on January 6th. I paid for penalty and another service charges fees and almost got rotten in NAIA because of Cebu Pacific.

I just started my job in a public school in South Korea... When I arrived, I was called with the principal and was fired. I failed to show up in my class on January 5 and January 6th... Parents and students petitioned for me to be fired on that very mistake! I want compensation from Cebu Pacific for all the distress and sleepless nights I suffered and I wanted to be refunded!

I am still waiting for my refund, or they offered us a ticket but they asked 10,000 more for new booking. We went back to the Ozamiz City Cebu Pacific office but they say it's policy - nothing they can't do - without thinking any solutions. Cebu Pacific don't care about their passengers, they only think about money & how to get richer. They don't care about the money you wasted, your emotion, or time that you wasted....I will never recommend flying with Cebu Pacific to all the people I know.

Our flight 532, obviously will be delayed for who knows how long! Check in counter says 1-hour delay, but how can that be when the previous flight 530 has not left yet. Further they dare to say that flight 5J540 also delayed will leave at 4:25 pm. I bet this flight will be cancelled! This irresponsible customer service and neglect cannot go unattended! It is embarrassing to tourists as well as locals. People have schedules and commitments, which are wrecked because Cebu PAC fails to behave responsibly like good citizens running a business! Believe me I am not taking Cebu PAC ever and will not recommend it to any relatives and friends and business colleagues.

Upon arrival in Changi Airport I learned that my luggage is still in Manila, I go directly to the Lost and Found Office, where I was told that the airlines is not liable to deliver my luggage to my address since it was the mistake of the agents. Here is where my frustration reaches its peak. I will take time to visit again the airport to collect my luggage and I am worried with the frozen foods inside my luggage.

November 29, 2014 I collected my luggage. I opened my suitcase in front of the Lost&Found officer I shown to her the frozen foods are spoil. I believe your agents Jose ** and Manager Maria ** needs to take full responsibility for the inconvenience and expense I suffered due to wrong information that was provided to me. I have been a regular customer of your airlines but now I am completely disappointed. I request you to address this issue with immediate attention. I expect a compensation and look forward to your replies. If you have any additional questions, please feel free to contact me. Thank you.

So Cebu canceled the flight. I can understand that, safety first right? Then I had to take a van to Kalibo (2 hours drive). So I got to the airport in Kalibo around 13:00 and the flight to manila is at 17:30 (why not 14:00 or 15:00?!). Guess what? That flight is late as well. Actually the time now is 16:55 and somebody from your company just announced that the plane from Manila hasn't even taken off yet. So all in total I am 12 hours awake. And really haven't done anything today except eating crap from Cebu pacific. Wait for the good part! I am still paying 5,600 pesos for this flight. Wait... Plus 560 pesos for extra 3 kilo of weight!

Anyway, just wanted to let you know about my day. And tell you that I will never fly Cebu again! And that I will do all that is my power to tell everyone about this crappy company. So many things you could have done today to make all of your passengers a bit more happy. Yet you didn't, and the odds of everything would go so wrong for you today is so slim, so I wish to blame you as just a bad company. By the way.. I work in my country as a businessman (guess what business?) travel!! Haha. So Israel (that’s where I’m from) just really discovered the fabulous Philippines! But guess what company they wouldn't fly with? That’s right! Cebu pacific. I would ask for a refund. But you're such a crappy company I would be really surprised if you did that. All the best, and the other 100 miserable passengers.

My flight was 16:40, so I went there at 15:15 but the Dubai line was still closed. I ask the man in a uniform and ID standing in front of the small gate what time they will open and he said "Uhm, I don't know. Maybe around 16:00." So, I went to the wash room first coz I know there's still time. I came back at the departure at 15:30 and the small gate was already open. I went to the line because it says "Dubai". Those two men standing in front were just talking about personal things and didn't give me anything to be filled up.

One crew yelled "is there any Dubai here?" Then she pointed us to go to one counter serving passengers to Riyadh. Then the check-in lady at the counter for "Riyadh" said, "I am assisting Riyadh. Please go to next counter," asking the other lady if she's assisting "Dubai". I hopped from one counter to another, confused which is really the counter for Dubai and who really is assisting. I asked the lady why they don't have one counter for one destination like before because it's so confusing. She was not friendly and just answered, "It's just like that when we don't have many passengers.” How informative she is! Sounds not happy on her duty. After the counter lady accepted my hand carry bag, she said, "Please proceed to your gate because your boarding time is 16:10.” It is now 16:05!! I wasted my time on the line because nobody's assisting there and they would tell me to hurry???

Again there's a line for OEC but before I reached the line, the woman who was weighing the bags stopped me and asked me to weigh my hand carry bags. Then when she saw my paper bag, she asked me "(Ano 'to?)" pointing the food in a sarcastic way. I said, “It's my food coz I don't eat chicken meal on the plane.” She then said, "It is not allowed! You have to put it in your check-in baggage.” I'm sorry? Perishable food in check-in bag? Is she crazy or what? This is my food. I've been travelling here and there and this is the first time I encountered that someone asked me that carrying food is not allowed in hand carry. And this food is not like regular meal that will be spoiled easily. It is a rice cake that can last for a week or two. I refused, so she told me, "Marunong ka pa sa 'kin." She is rude and no manner at all and I don't think this airport crew knows her job well.

At the passport counter, there was along queue but since my boarding was 16:10 I asked a favor from my kababayans to give way because I'm already late. But it's useless because the immigration did not accept me because I don't have the small form that I should present to her. She asked me to go to the corner where there are forms but I didn't find any. I went back and asked the crew where is the form and they don't know either. Why nobody gave me that paper before coming to the check-in counter? Why those two men were just standing there chatting instead of assisting passengers? If they are already on a final call, why no one is calling for those passengers who should board shortly so we don't have to fall in long line with other passengers who will board late? From the very beginning it was their fault because no proper crew was assigned at the entrance of the departure. If there were crew, they were not working. They were just chatting!

At last, I got to the gates though my heart was pumping. And at last, I reached Dubai. I thought everything was alright until I found out that my bag that I checked in was lost!!! Now what? I hope they would send my bag tomorrow! I will never fly with CEBU PACIFIC AGAIN! Not safe to fly, ground crew are not friendly, not assisting, poor knowledge, no proper communication. Cabin crew are also just chatting and not even greeting passengers at the entrance of the plane. I paid a lot of money just to have a very bad experience. Flying with Cebu Pacific is not worth it. You waste your money and you get unforgettable bad experience!!! No wonder why they don't have many passengers aboard the plane.

My rights as a passenger were violated because of unclear and misleading information on Cebu Pacific website. I canceled a flight over a month ago thinking because of advertisements for it, I would get a travel fund to use. When canceled, no travel fund appeared on my Cebu account. NOWHERE on the cancellation confirmation does it say I need to apply for a travel fund. I thought maybe I had been mistaken, and I would just get a refund to my card, as no travel fund appeared, and the receipt said "refundable amount" with my credit card info below it, implying I would be refunded by this card. Because I was confused I called Cebu pacific many times and each time got hung up on because the person on the other end could never hear me.

Now, a month later various calls, emails, etc with no response, I finally got through to the call center to be told I had to APPLY for a travel fund. If you can cancel a trip online, you should be able to apply for a travel fund online, or at least be told how to. NOWHERE, while canceling my ticket had any information about applying for a travel fund. I feel like Cebu Pacific is intentionally misleading and confusing consumers to make more money.

I was now told on the phone I could convert my canceled ticket to a travel fund on the phone. After my canceled flight I flew three more times In the Philippines when I would have used this "travel fund" had I had one. Well, this travel fund is truly useless now because I have left the Philippines. Cebu Pacific's customer service has been truly horrible. Every time I have tried to contact anyone, no one assists me. The Philippines is a lovely country full of some amazing people, but having to deal with Cebu Pacific truly makes me never want to come back.

Well this "leave the country" seems to sound huge for everyone here at the airport and even the immigration officer don't want to read the new article about the new downgrading visa procedure. I am here ignored by everyone, the officers don't want to talk to me since I was taken to the immigration officers by the Cebu pacific staff as I was returning in the country. I shown that I was being a good expat and fulfilling what I was told to do and once I am done with my company, am planning to go home for a visit so the tourist visa of 30 days will just be enough.

Well no one is caring about what I saying or the articles I found from the head of the Department of Immigration. The officer said I only have two choices: be deported back to my country or contact a lawyer. Why do I have to be deported when I have done nothing wrong than trying to be a good man? Why do I have to contact a lawyer when it's sooo simple and clarify online? Am getting sick, haven't slept or eaten for 2 days and I have been put in the exclusion room. I am lost, desperate and just wanna get in the country and pack my stuff. Am I being Ictinus of racism in the lovely Philippines? Coz I will really be disappoint.

He said he would talk to people (he didn't tell us which people though) and let us wait for more than 30 minutes until there was less time for the boarding. My boyfriend was able to board the plane at that last minute because he is a Swedish citizen and has a good passport. They checked in his bag the last minute and I heard the supervisor said to the baggage guys that they should just check in the bag manually. Now another problem had come up when my bf arrived in Kuwait. His bag wasn't there according to the transfer desk guy in Kuwait that he can't find his bag on the conveyor belt. We think that it is either they didn't take the bag in the plane in Manila or the transfer desk guy took it in Kuwait because my bf said he was out looking for the bag for almost 3 hours. These problems costs us a lot of money.

We bought a ticket abruptly that night from another airline (Cathay Pacific) for 40,000 pesos so I can go the next day to Sweden. We asked them if they will refund my ticket but they said there would be no refund because it is our fault that we didn't get a visa for Kuwait (which I will never use because I have no plans of going in the country). The ticket for my supposedly flight for Kuwait to Sweden was forfeited because of this hassle that Cebu Pacific gave us. And btw, months before our departure date we called Cebu Pacific customer service about the visa thing in Kuwait and they said that I don't need it. I also called Kuwait Embassy in Manila the day after the incident about it and they said that visa is not needed as long as I don't go out of the airport.

We are very confident that this is not a user error. We are a loyal customer of Cebu Pacific. We hope you will investigate this thoroughly because this is very disappointing at our end as a customer.

Please explain to me why you believe that all customers should be penalized for not being able to arrive 3 hours before their flight. Do enlighten me. You see, I do not understand the logic behind this policy. Not only is this policy uncalled for but is injudicious. This gives us a reflection on how Cebu Pacific generalizes its customer base as nothing but a milking cash cow as the policy's intent is nothing more but to collect more money from your customers. Your mission states and I quote: We have a deep sense of family values throughout our airline.. Given our recent appalling experience with Cebu Pacific, Cebu Pacific must have some sick twisted family values if Cebu Pacific believes that 100% of the time, whenever its customers are late, it is their own fault therefore should be penalized/punished? Whoever came up with this policy is probably so morally bankrupt they deserve to be fired, and for Cebu Pacific to condone such policy makes you even worse.

A just penalization means something has been taken away from Cebu Pacific that should warrant compensation for such. Let us test this with Cebu Pacific. Cebu Pacific charges its customers a rebooking fee (which is basically the same as booking and buying a new flight) then punishes its customers by adding a penalty fee on top of the new flight ticket the customers booked because its customers were late. To hell with the customer's reasons as all of them are invalid because Cebu Pacific doesn't care whose fault it is. What is important to Cebu Pacific is customers should pay the penalty because it is their policy (as per Cebu Pacific representative, nice)

Now I can let this dictatorial type of generalization and Nazi policy slide only if I caused the delay of the flight, but you see the flight would leave on time anyway (if we are lucky) but Cebu Pacific will still penalize its customers. So even if the flight leaves on time, customers still deserve to be chastised for what? For the extra effort in paging its customers?? For the extra effort in cancelling the seat??? (This is actually a favour for Cebu Pacific, given their rob-me-blind charges for excess baggage as customers who have failed to avail of the seats they paid for would be giving Cebu Pacific more buffer in their so-called overloading concern) So what is the penalty for?

In our case, our flight was scheduled on April 29, 2014 with the following ticket confirmation numbers **. Me and my wife with two kids, arrived more than an hour early for our flight and as per Cebu Pacific rule: A confirmed reservation shall be cancelled and released to waitlisted passengers if the guest failed to check-in at least forty-five (45) minutes before ETD

If Cebu Pacific is truly unbiased in its strictness then by their own rule, we should be able to board the plane but to our dismay, we were told that we will not be allowed to board since we should arrive 3 hours before the flight, we were then advised to avail of their rebooking policy, which is basically to buy new tickets then pay for a penalty. To add insult to injury, lo and behold, our names were called for the flight! We pleaded and appealed to Cebu Pacific personnel if they could just inform them that we arrived and if they could just allow my family to board, but to no avail they insisted that we buy new tickets and pay the penalty and that would be for a family of 4, a penalty fee of 1250 pesos per head was imposed. That's an added 5000 pesos on top of the new flight ticket that we are supposed to buy, right out from my pocket and right into Cebu Pacific's pockets.

Cebu Pacific has already charged its customers a full fee for a newly booked flight (again, an advantage for Cebu Pacific) but isn't that enough for Cebu Pacific that you have to collect more by adding another burden to your customers thru your callous castigations? What about those customers (who not by their own fault) were not able to meet your cut-off time, does this mean Cebu Pacific reserve its right to punish them as well? Instead of helping your customers book another flight with you, instead of alleviating your customer's troubles, you step on them and slap penalties in their faces. It does not make any sense at all.

Cebu Pacific must really think so highly of themselves they believe they can force their customers to accept such unreasonable penalty. Who in the right mind would try to avail of your rebooking policy with penalty? Any sane person would rather book another flight from another provider. Unless Cebu Pacific is banking on those hapless customers whose options are none and are left with no choice but to book a flight with Cebu Pacific. This is abusing customer's predicament. The fact that we should have been allowed to board and yet, you blatantly disregard your own policy in boarding in order to force us to rebook is a clear manifestation of such abuse. No matter how hard I try and think about an excuse on your behalf, I couldn't come up with any reason that would help me understand such abusive, inconsiderate and inhumane dealing with customers other than it is a plain and simple display of GREED. Your policy does not revolve around customer service but is centered on Greed.

This business practice cannot be tolerated and God forbid if such manner of treating customers proliferates, we would soon be looking at movie theatres charging its patrons penalty. I implore Cebu Pacific management and personnel for once to try and put their shoes in this example, let us say I own a movie house, and my policy states that you buy a ticket, should you fail to come in on time, the movie will start with or without you and in order for you to watch the movie in my movie theatre, you will have to buy a new ticket of course but you should be punished and should pay a penalty.

Everyone would agree that I am being an ** in this scenario but this is not my case, hence feel free to draw your own deductions on who's the real ** here. If Cebu Pacific still has an ounce of decency, I'm sure you would understand that just because you can impose penalties here and there, doesn't mean you should. A quick google on Cebu Pacific Complaints will even make this letter pale in comparison with tales of terrible experiences with Cebu Pacific. You even have a Facebook page now dedicated to your atrocious customer service. To think you should have learned your lesson in empathy when you denied that poor sick boy his flight just because your indifferent staff decided to throw all sympathies out the window. It seems your reputation precedes you. Do know that you can't turn a blind eye on these issues for long.

I am hoping that this letter would somehow open your minds and humble yourselves and remind you of your true mission and apply the golden rule that all deeply rooted families should value, Do not do unto others what you do not want others to do unto you. Fairness is fundamentally based on reciprocity. Ethics in equity when manifested would reciprocate mutual respect. In other words, You give respect, you gain loyal customers, Abuse your customers, expect a damaged reputation. Do not treat your customers like commodities. If you view customers merely as transporting material things with no feelings whatsoever, whom you can just throw around, then perhaps Cebu Pacific should spare us the maltreatment and should just focus on transporting cargoes instead of people. If you do not care to give your customers the respect that every sentient being is deserving of, you are missing out on what life and good work brings: fulfilling, lasting, loyal relationships.

I pray that this letter will not be ignored and will speak for those who continue to endure, I pray you see the light in your errors; I pray that your conscience grows towards empathy. Each day is a passing opportunity for one to change their ways. Change for the better and listen before it is too late. In view of our case in which we were wrongfully prohibited from boarding amidst our names being called to board our flight, more so your policy states that we should have been allowed to board, is a grave violation of my right to avail of the services I paid for. This is bordering racketeering and harassment; hence I am calling for a full refund.

To make things worse, Cebu Pacific personnel advised that since our Nanny was offloaded, our checked in baggage under her name will be offloaded as well, unless we pay the excess baggage amount for these so we can bring them along. In the end we just decided to get it offloaded and asked my sister and brother-In-law to pick it up for me. My sister complained about Cebu Pacific got them to wait for 4 hours to get the baggage and even asked me for a Letter of Authorization even though I was "promised" by Cebu Pacific staff at the Airport that it will not be necessary since I already wrote the names of my sister and her husband who will pick it up and all they need to do is to present their ID's. Thank god for the Internet that I was able to email them a letter to authorize its pickup.

Now on to the refund request, I called in March 5 2014 to request the refund and I was advised that the full amount cannot be refunded since there will be some penalties due to the cancellation. I tried to dispute this and reasoned that it was not my decision to cancel it but the Immigration. This clearly shows how incompetent our Government is since they are only fast in the denial of travel, but does not offer any assistance from that point to get your ticket money back. I spoke to a Cebu Pacific Reservation's Supervisor by the name of "Aennah **" which said she will forward my request and even directed me to the Cebu Pacific Guest Feedback form to address my complaint. I was promised a call back in which I waited for 7 days. I did not hear anything from Cebu Pacific since then neither via email or phone.

I then called back and re escalated my concern. I waited for 2 more weeks to no avail. I then decided to agree with the penalized refund. Out of almost 10,000 pesos we paid for the ticket, we will only be refunded an amount of 3486.16 pesos. I was then advised that it will take a minimum of "60 banking days" to get the refund and I will be the one to follow it up with the bank. Talk about Outrageous! This is just preposterous! I am still waiting feedback for the expedite request I asked for the refund but given the past discussion I had with their customer service I highly doubt this will be approved. Based on these "traumatic experiences" we had with the Airline company makes me think twice on getting another booking with them. "Cebu Pacific where everyone suffers" should be a good replacement for their company slogan.

3) THE FINALE!! My visibly pregnant goes to the check in counter about three and a half years ago to come to Australia (via Singapore as there were no direct flights then) to visit me and was asked for evidence of her return flight and she didn't have a copy of the Jetstar flight - Darwin - Manila via Singapore. They insisted she get it so she rang me at work and asked what to do, I said see a manager and get on the computer and into her yahoo email account and print it up. The helpful Cebu Pacific counter staff and shift manager explained there were no computers available (in the HUGE terminal 3 building - I've been into the "back" to go to lost property and there are A LOT of computers about) and she would have to go to Jetstar at terminal 1 to get a printout of her return flight.

She rang in tears and panic asking what to do, I said, "DO NOT leave the terminal, make them find a computer." The next time she rang she was in a taxi going to a travel agent. I knew then there'd be dramas. Sure enough the next call I got was that she'd been refused being checked in as she was too late so that meant a new hotel booking, a new flight to Singapore (Cebu pacific were kind enough to give her a discount), a new flight to Darwin and then a new flight to Melville Island where I worked at the time - all up cost about $750.

When will I learn?? I have already but I have no options but to continue to use them but I shall try a lot harder to find alternatives when possible. Can you believe they would send a pregnant woman away knowing she would miss an international flight? The counter staff responsible were incredibly fortunate that I was in Australia and not nearby - my anger was immeasurable. I just wish they would become a bit more customer focused and be a bit more professional.

Will I recommend Cebu Pacific to my friends and relatives? A big NO! No way JOSE! Repeat customers, winning more customers and recommendations comes only to quality service, good customer services and practices by the company.

I asked several people how to get a refund or transfer. Finally found at another floor a small office from CPA. The lady behind the desk looked as if I came from another planet although I am a decent Belgium citizen I guess. In the end, when she woke up, I got a form for refund to fill in myself and the amount would be refunded. It still has to come 2 months later. This is my third and hopefully last very bad experience with the CPA chaos. Next time, fly with Philippine Airlines, pay little more but never this again. Sooner or later, everybody will experience this.

I contacted them again a few days later to rebook once I had a new passport and was told I could have rebooked with them using my previous booking although there would be an additional charge. I said I was happy to pay an additional charge; at least I wouldn't have to pay the full fare again. They then informed me it was too late as my original flight had already flown. This is despite what the previous customer rep told me. I explained this to them fully in numerous emails and on the phone. I was told they would investigate. I have now contacted them no less than 8 times following up on this but I never get any response. I am extremely aggrieved that I was forced to pay a completely new fare when I shouldn't have. Their customer rep provided false information to me. The customer service response has been pathetic. Does anyone know of an authority I can report this to?

Added to that, there is no supervisor you can escalate the matter to and I cannot ride the plane unless I pay for what is that again? Baggage that did not add-on and that I am not bringing. What a ripoff..... It is better to pay extra with other airlines indeed instead for paying for a low cost airline where in the end, you end up paying more.

The agent who took the call was very helpful as I explained I only wanted a 15 kg. upgrade and that I no longer wanted any meals. She said the transaction was already charged to my credit card and could ask later for a refund but I had to call again because she will refer the matter to her superiors. I called again and explained my problem asking for a correction because another agent took my call. But he took a long time to come back to me after holding so I cut off our connection. When we checked in, I told the airline personnel about my problem and he saw that my original purchase was only for a 15 kg. baggage upgrade. We checked in only 60 kgs. baggage and during flight we were not served with meals so I thought our order was already cancelled so I purchased 6 meals on board.

On the flight back, we checked in the same weight of baggage but even if we were not served with meals, we opted not to purchase meals anymore. A week later, I received notice that Cebu Pacific charged PhP6,380.00 against my credit card, even if I already asked for the correction. So on September 12, 2013, I called Cebu Pacific at 022406400 (changing of booking). The agent who answered explained I can't ask for refund concerning the baggage allowance because I could only ask for baggage upgrade, not a reduction. As to the meals which were not served but which were charged, she said she had to refer it to a superior but I must call back. When I did, the number was no longer in service. I am now planning to file a small claims case against Cebu Pacific for the refund plus damages, reimbursement of call charges and docketing fees. I don't need a lawyer for this and the hearing is summary, the case is to be decided within 24 hours and immediately final.

I called Cebu Pacific and the customer service rep told me the card verification didn't go through, although in calling my credit card company, they said there was no problem with my card. The customer service rep said the "system" canceled the transaction and I asked her why then did they send me a booking confirmation number and my credit card details stating it was "confirmed". She said the system canceled my reservation and didn't explain why I received a confirmation.

When I asked to get the flight I had booked, the flight wasn't available at the sale price which, to me, is bait and switch. I asked what happened to my booking that I have confirmation for then. She didn't apologize and just said the "system" canceled it. I told her that is not good customer service and she hung up on me. I've dealt with this airline for the last time... They don't care whatsoever about their customers and continue to operate with very poor customer service. The only reason they get even one star for me is this complaint board doesn't accept zero stars. Do not book with this airline.

Their crew are always playing hiphop music and are young. Makes ya wonder what would happen in an emergency. Oh wait, one just happened. Google Cebu Flight from Davao slid off runway and see how the people were not taken care of and how the pilot force-landed the plane.. Good luck. PAL has a professional crew and I will fly them IF time allows even though it's a little more pesos. P.S. Have an attorney contact me but unfortunately the suitcase issues were a few years ago.

Rommel ** refused to listen to my plight and was extremely rude and disrespectful the whole time, even after my husband intervened (he's European). Additionally, I was embarrassed that my visiting US cousins whom I invited (Alma ** and Charmaine **, also Cebu Pacific passengers) had to witness the whole proceeding. As Mr. ** was obnoxious and arrogant, and insisted on collecting money from us, my cousins suggested that they pick up the extra weight since they were way below the 40 kilos baggage allowance they had. Know that these two cousins were traveling with us the whole time and they too did not understand why our baggage allowance was reduced to 15 kilos from 40 kilos, while they were able to retain their 40 kilos total.

We ended up redistributing weight in theory, nothing got moved around, so that we can stay within Mr. Rommel **'s weight allotment. Nothing was left behind and all our stuff ended up in the cargo hold just the same. This experience left a very bitter taste in my mouth, not to mention the embarrassment I felt towards my visiting husband and two cousins. Rommel ** should undergo a major retraining in customer service before he gets to deal with paying passengers. He did not possess the necessary qualities to be a manager who is supposed to be a problem solver. My two cousins, husband and I had a wonderful stay in Dumaguete but the trip was ruined by Mr. Rommel ** on our very last few minutes.

Now, here comes the breaking moment. During my departure, I brought with me my cabin-size luggage, a small laptop bag, and a box of Krispy Kreme as a present. As I entered the departure entrance for domestic flight, a Cebu Pacific personnel called and stopped me from the entrance hallway. He said that there's a 1-bag policy for hand-carry. He grabbed my luggage and then brought it to the side and weighed it. Stunned by the sudden approach of this Cebu Pacific guy, I asked him why is this 1-bag policy not stated in my confirmation or e-ticket. Is this just a random check? When I saw a lot of passengers entering the departure hall bringing even larger luggage and even bringing more than 1 baggage, I told him, "What about them?" But I guess he chose to focus on me since he already spotted me for questioning. But I knew the policy didn't make sense at all

I have one thing to point out. Cebu Pacific imposes 1 carry-on baggage policy with a maximum weight of 7kgs per passenger. It doesn't make sense when you are imposing this policy when in fact, we can buy even more than the allowable weight for hand-carried luggage inside the departure area. What is the purpose of putting shops and stores inside the departure area? Are these shops just for display? The last time I was on lite fare, I bought quite a lot of stuff inside and even brought the same trolley I used for this recent trip--there was no problem when I entered the plane at all. Even a passenger on lite fare can choose to buy a bulk of clothes inside and have them hand-carried. Did your team ever think or consider about this very possible scenario? Or perhaps you thought that passengers can just be blinded by such 1-bag policy and if they missed to follow it, they will pay extra at the counter? What a foolish rule it is! Just for the sake of making money? You are proud of your low fares but that alone is not the basis why we choose an airline.

Back to my case, I told your airport personnel that I was on lite fare so I didn't go to the counter to check-in. I didn't like the way this guy handled my question, my complaints, and why I was facing the dilemma. He was too rude to raise his tone at me like I'm the one at fault. When I tried to explain to him, he would stop me from talking and defend that he was just doing his job. I didn't question his job. My question was why he was so defensive when I was just trying to explain to him. I could clearly recall what he said to me: "Why do you have to complain when I am just trying to help? Who among the agents allowed you to hand-carry this luggage?" Now, listening to these words in a really irritating way really killed my patience. Clearly, he was trying to blame his own colleague to cover his own way of handling the situation. I am just a mere passenger but I am not an idiot! I wouldn't consider it as if he was helping me because he was not.

Even if I told him I was on lite fare, he insisted to go to the counter to check in my luggage. I asked for his name as I wanted to request for consideration at the counter, then I could refer him to allow me to enter. But I was shocked when he told me, "Why are you asking my name, sir? Are you going to file an incident report? I am just trying to do my job here!" Oh my God, what kind of service personnel are you, Mr. Cebu Pacific? This time, I was already in a bad mood with him and I told him, "Why are you having that assumptions? Why are you handling this job when you are not willing to listen and unable to handle passengers' concerns?" I chose Cebu Pacific because of its low fare and I chose the lite fare so I can save more! But choosing Cebu Pacific because of its good customer service is a big no!

The whole thing about saving from flight fare didn't make sense to me this time. My luggage weighed 8.2kgs when he weighed it - a mere 1.2 kg excess (obviously, because of my laptop). I told him that the luggage is cabin-size and the reason why I didn't check it in is because I don't want to have the luggage full of scratches when I claim it on arrival. He didn't listen to me at all. I had no choice but to go to the counter, queued up, did a check-in and paid extra. The point of saving became pointless and I regret this day with Cebu Pacific. The money I paid doesn't matter. It was your way of serving your passengers that matters. Too bad, I did not like it this time - extremely. I think I have enough with Cebu Pacific and I could spread this to people I know. I could ask my friends not to fly with your airline again whenever we travel.

Low fare, poor customer service, rude airport staff! Being in the service industry myself, handling complaints and customer concerns is not just a protocol, it is a prime responsibility. The complaint I brought up was not handled properly. The person who spotted me was not capable of handling complaints at all and would probably need to undergo service skills training. He was too rude. Lastly, your policy needs to be revamped. Thank you for the safe flight but I regret your service.

Tonight, July 12, 2012, at about 9-10 pm, I purchased 5 one-way Cebu Pacific flights for Manila-Caticlan, December 8, 2012 for the purpose of just forgoing the former December 8, 2012 Manila-Kalibo flights. I typed, checked, rechecked and paid for the said flights but to my surprise the final, confirmed and purchased flights were altered to December 12, 2012. It appears that Cebu Pacific’s website unilaterally and without authority changed the date to December 12, 2012 because I have already purchased tickets for December 8, 2012 and "chosen" the date December 12, 2012 because I (we) would have arrived on December 11, 2012 per former booking.

I called the Cebu Pacific’s landline and the call center agent advised me to lodge my complaint via their e-mail on the same website. I had filled in the blanks of the complaint form and was about to submit the complaint when I found out that the complaint could not be sent because the code cannot be typed as written/required. The letters of the code were in capital letters but every time, the typed capital letter would change to small letters thereby invalidating the typed code!

I would like to demand for the 5 December 8, 2012 tickets which I purchased, my money back or a legal action against Cebu Pacific. But I cannot even formally inform them of my demand. Any assistance would be greatly appreciated. Thanks.