Cebu Pacific Air - Head Office

Worst airline. Flight was cancelled, wasted 4 hours on the plane and didn't move from the tarmac. Got a refund and a travel voucher but there was a press release saying travel vouchers had an 18 month extension. I even confirmed with a live agent and they said my voucher was going to expire in 18 months (Sept 2024). Discovered that my voucher expired. It wasn't written that vouchers issued before the August press release that the extension didn't apply. Live Agents on Facebook messenger are incompetent and have poor listening/comprehension skills. If I knew that it was going to expire in 6 months I would have used it by now but I was misled. On top of that, the website and app doesn't even work properly. Waste of my time. Incompetent airline.

Poor communication. My flight was canceled. I have a refund reference number not a booking number anymore but chatbot and messenger, phone chat only ask for booking number. Nobody live to communicate with. I tried email it bounces saying no-reply email. I tried the initial email that I received my refund reference number but no reply now. I tried calling all the international hotline numbers but all are digital communication.
Someone please help.

It's (not on) 'time' everyone flies. This is what you'd expect from a low end budget airline. From mostly delayed flights which has finally caught the attention of the gov't although not sure if anything was done to protect/compensate the paying 'clients'. Also, be wary if they have transit facilities in your layover country. Hope you can review with zero stars, since can't put comment otherwise.

If I could give negative stars or whatever lowest possible ratings I could give, I would! This airline company has the dumbest customer service agents of all! When I tell you dumb, I mean dumb as in hopeless, granted that they don’t get paid enough to care, they’re still dumb as hell! I’m talking months and months and months of email and chat exchanges and my refund still has not been processed still, they kept telling me I never sent them any documents when I actually have sent them all the documents they need through email and messenger countless of times and they even acknowledged that they had received it and every single time I ask for an update then they tell me, oh you didn’t provide us documents. So waste of time and no refund. Worst customer service ever as in ever!

I issued a ticket for a domestic flight, but as the boarding time disappeared, I changed the time at my own discretion, and when I tried to change the time to the time I wanted, I paid the change fee again.
I had to pay a penalty because the golf bag was too long. No other airline paid more for the length. I've used it a lot so far, but I feel like the airline is overpowering me, so I won't use it again.

Worst. People dont have consideration and wala pake kung maiwan ka or narinig mo last call kahit may time pa. Pasalamat kayo konte lang airlines sa pinas. And then what? Seat namin ibebenta nyo for a more expensive price. Alam na karakas nyo nag trending na kayo ilang beses na eh

Cebu Pacific Airline (and Philippine Airline) is not honest and they do not even deserve a single star! They have been robbing people of their money from cancelled flights! The worst part of it is off-loading your baggage without you knowing it! I never booked with Cebu Pacific and Philippine Airlines! Never Book with them! You can try different Airlines, a little expensive but worth it because of better service and honesty!

Disappointing Experience with Cebu Pacific Air: Unnecessary Complications and Inconvenience

I recently had a disappointing experience with Cebu Pacific Air, which compelled me to share my feedback and concerns regarding their services. I hope that by writing this review, other potential customers will be aware of the unnecessary complications and inconveniences that I encountered during my recent interaction with the airline.

When attempting to obtain the official receipt (OR) from Cebu Pacific, I was taken aback by the demanding requirements imposed by the airline. Not only was I required to provide personal identification, but I was also asked to submit a letter of authorization. These additional steps only served to prolong the process and caused unnecessary frustration.

In today's digital age, where simplicity and convenience are paramount, it is disheartening to see Cebu Pacific implement such convoluted measures. As a customer, I firmly believe that the OR should be readily available on the account dashboard, without the need for extra paperwork or authorization.

The inconvenience caused by these requirements cannot be understated. The extra time and effort needed to obtain the OR, combined with the unnecessary steps and documentation, made the process needlessly complicated and burdensome. As customers, we expect efficient, streamlined procedures that prioritize our convenience. Unfortunately, this particular aspect of Cebu Pacific's services falls short of meeting those expectations.

I strongly urge Cebu Pacific Air to reevaluate their procedures and make changes that prioritize customer convenience. Simplifying the process of obtaining the OR, eliminating unnecessary requirements, and ensuring that crucial information is readily accessible on the customer's account dashboard would significantly enhance their services and improve customer satisfaction.

As a valued customer, I hope that my review will be taken seriously, and that Cebu Pacific Air will address these concerns promptly. It is my sincere wish to see tangible improvements in their procedures and a commitment to providing a more customer-centric experience in the future.

Overall, my recent experience with Cebu Pacific Air was disappointing, and I would caution other potential customers to be prepared for unnecessary complications and inconveniences. I hope that this review will contribute to the betterment of their services and the enhancement of the overall customer experience.

Think twice before asking a refund with Cebu Pacific Air! I m still waiting for a refund for a fly cancelled 6 month ago despite my several complains! This company is definitly not RELIABLE!

How can you forget to check our luggage in? ! This is ridiculous, the flight to Kuala Lumpur was barely at 40% capacity and your staff forgot to put our 2 luggage in the aircraft.

HOW? !

If you consider yourself as a decent company, at least have the decency to reply to my complaint!

COMPLAINT - booking ref. XM4K9K
Short resume:
- We bought tickets from/to Cebu/Manila for 13/05 - 22/05.
- On 16/05 we received an email that returning flight was cancelled and we were
proposed another flight on 22/05 - 8: 50 PM
- We had international connection for Manila/Doha/Brussels: 22/05 - 6: 35 PM
- Therefore we couldn’t accept the proposed flight
- We tried to contact somebody by using the chat
- We finally had somebody on the chat, we asked that they could do the re-booking for
us, because:
- we were on Malaspascua with very poor wifi
- I was not able to book it myself because the system always returned an error:
it said that I needed to log-in to my cebu air pacific account. I don’t have a
cebu air pacific account, and as I asked for a reset of my password, I never
received any mails, not even in the spam (I already encountered this problem
on 07/05/2023 - Your Customer Care Reference No. 7857681 - [] [
ref: _00D6FFAZV. _500A73NNxL: ref ]
- We had to book with another airline because nobody would help us on this issue!
- I talked to one of your customer care agents; Mss Reyes, Rose Anne S. 2023 on
22/05/2023 in Manila airport: basically she acknowledged that changing our flights a
couple days before returning and not giving us more options for returning is not done.
She apologized for that. She advised me to make a formal complaint.
Our demands:
1. Official apologies
2. Cancel the XM4K9K travel refund as we were not able to use it
3. Full refund of booking 5A84FQ: PHP16,567.00
Details:
Return PHP16,567.00 to my VISA card;
cardholder Piet Goovaerts, card was used for payment to Cebu Pacific air of XM4K9K on
21/04/2023
Signed Piet Goovaerts,
on 26-05-2023

Ngdouble booking ako SA Agoda ist booking PHI. AirAsia last may10,2023 for flight mla -iloilo
July 4 round trip back July 8 2023 2nd one cebupac mla-iloilo
Back to PAL same date July 4 back to mla July 8 pwede po na ma cancel ngtawag ako SA Agoda advise SA akin SA Airlines company mismo ako mg concern

What's the use of your customer contact number service kong d nman sinasagot?
Been calling several times pero d sinasagot.

Flight delayed over an hour, without explanation. They just keep you waiting.unheard of

Edit: flight back was alot better. Updated the stars

I have been trying to contact this company since 2020. Unfortunately the numbers given were unreliable. If it rings, nobody answers. It’s frustrating! Today I tried to contact them Pasay, Quezon City and Mandaluyong branches. None of their contact numbers is working or nobody is answering.

Tried to change a ticket dates from Manila to Singapore, which cost us $450. Canadian dollars was told it would cost about $400 to do. We can book new flights for cheaper. Not sure what is going on with their ticketing

I am quite wearied of taking Cebu Pacific flights. Of my 4 flights with them, ALL were delayed and 2 of them reported servicing issues that caused the delays. I wonder it is really safe to be on the plane or it is just plain excuses due to poor service.

Stop making excuses during your cabin crew announcement if you don’t bother to improve your service.

I don’t encounter that before the pandemic.

Generally, you really need to buck up. You lost a customer. I won’t fly Cebu Pacific anymore.

Worst experience ever. Flew from Narita to Manila. Been waiting for our baggage for almost an hour now and no idea when we’ll get it. I’m never flying with this airline again.

Flight from Manila to Puerto Princesa was diverted back to Manila due to weather conditions. It was late in the evening and the Customer Service was very bad leaving you alone with no further Support except saying that we should sleep at the Airport on the seats or search for a Hotel with no reembursement. So there was now Double cost for Hotel and Transfer with no compensation.

Fertile very very bad contact and no phone connection horror zero call Not satisfied to contact I never report Cebu Airline booking. Internet always crashes and disconnects. That's really horrible.