Cebu Pacific Airlines Customer Service Issues

Hello, my name is Maria Belen Guayanes. We are a group of three travelers who had purchased return flight tickets from the Philippines to Sydney for August 8th. Our itinerary consisted of two connecting flights, one from Puerto Princesa to Manila, and the second from Manila to Sydney. Unfortunately, these flights have been rescheduled to August 10th, causing us significant inconvenience. This change has resulted in the need to cancel pre-booked accommodations in Sydney, as well as incurring additional costs for extended stays in the Philippines. The new flight schedule has disrupted our plans as the first flight is now at 7:00 am, landing at 8:30 am, with the second flight departing around 11:30 pm, a wait of 15 hours. This situation is unacceptable as it not only impacts us financially but also wastes valuable time. We urgently request that the first flight (Puerto Princesa to Manila) on August 10th be moved earlier to minimize our time and cost losses. We look forward to your prompt response. Thank you.

Hello! I hope you're doing well. I made a mistake when booking a flight for my coworker. The itinerary got reversed, and I need help fixing it. Her original flight should be from Iloilo to Gensan on October 17 and returning from Gensan to Iloilo on October 24. I paid for it with my credit card, but I've been unable to reach your hotline for assistance. This is urgent, so I appreciate any help you can provide. Thank you very much. Flight Details: Booking #: QID5WN Name: E.A. Corrected Itinerary: - October 17, [redacted] - From Iloilo to Gensan - October 24, [redacted] - From Gensan to Iloilo Please reach out to me via email at [redacted].

I experienced a double booking issue with my flights to Japan. I visited the CebuPacific office at Manila airport on October 7, where they acknowledged the error. They assured me that I would be reimbursed, but I have yet to receive any refund. The double booking has also disappeared from my Cebu account. Travel details: - Name: Alexandra Van Lierde - Traveling with 5 others to Tokyo (Narita) on Feb 23 and returning on March 3, [redacted]. - Booking reference: BY2Q2C and RJZKKK I made two bookings for 92,[redacted].04php each, with payments approved on Mastercard ending in [redacted] and [redacted]. While one booking has vanished from my account as expected, I have not received the reimbursement promised at the airport office. Kindly assist in resolving this matter promptly. The reimbursement should be processed to the Mastercard ending in [redacted]. Contact details: Phone: [redacted]7 Email: [redacted] Thank you, Alexandra

On October 9, [redacted], a coworker used my credit card to book a flight with Cebu Pacific Airlines. After entering the payment details and clicking "OK," I encountered a "[redacted] Forbidden" error. No transaction reference number appeared, and no itinerary was sent to my email. Believing the booking failed, my coworker used a different card successfully. However, I later received a Purchase Transaction Alert from my credit card bank, showing the transaction details. I confirmed with Customer Service that the charge is on my latest bill. I am seeking assistance in having this charge waived due to the unsuccessful booking. Thank you.

We purchased an add-on baggage, thinking we needed it for the many items we would bring on Sunday, valid for 24 hours. We selected the payment online to pay at centers but on Monday, we decided against it to avoid wasting the payment for the 20 kilograms. We expected it to be declined by Monday if unpaid within 24 hours. However, when checking in for the Wednesday flight, we were surprised to be asked for payment for the add-ons. We were not aware of this rule as it was not in your terms and conditions online when we added it. We had no choice but to pay as my sibling needed to report to their office. The staff at Dumaguete airport were unhelpful, simply saying it was in their system. This small amount of over [redacted] pesos might not seem like much, but it means a lot in these tough times. Please be fair and not overly demanding in asking for payments. It is disappointing.

I am unable to locate my booking reference. This morning, I booked a round-trip flight from MNL to HAN for December 13 to 19 on their website. After entering my billing details with a credit card and providing the OTP, a confirmation window displayed with booking reference ZFR4SW. To my disappointment, upon opening the itinerary, there were no flights listed, only an "Approved" status for my payment. Despite refreshing the page, I continued to receive errors. Attempts to retrieve the flight indicated that my grandmother, Rosalinda A., born on August 7, [redacted], was not listed as a passenger. We have reached out to the customer hotlines, messaged their official Facebook page, and utilized the chat function, yet we have not received any responses. These are the flight details for reference.

I need to update the primary email used for booking with Cebu Pacific. The booking flight number is [redacted]9. I mistakenly used my fiance's inactive email, [redacted], during the booking process. Kindly send all related flight information for booking number [redacted]9 to [redacted] instead. The flight was booked using my Visa card ending in [redacted] under the name Delano J Montrose Williams. I also accidentally repeated the last name for both passengers, Gwen Moreno Gutierrez and Ryan Bulawan Bucan. I incorrectly typed Ryan's name as Eyan Buluwan instead of Ryan Bulawan. The correct last name is BULAWAN, not Buluwan. This is my first time booking in Asia through Kiwi.com. Please make these corrections so I can access the information. Thank you, Cebu Pacific. You can contact me at [redacted] My fiance mentioned she also called. Thank you.

I encountered significant difficulties during my flight check-in, primarily due to an unpleasant encounter with an immigration officer in Manila. I am seeking a refund for the additional night I had to pay for at a hotel in Manila, which amounted to [redacted] pesos. This unexpected expense was necessary to prevent me from being stranded on the streets. I have photographic evidence to support my situation. As a traveler, this experience felt like a nightmare, especially being overcharged at the border. To avoid sharing negative feedback with my friends in Australia, I kindly request a refund for the hostel stay. I am not seeking reimbursement for any food or transportation costs. Please contact me via email if you are willing to assist. Thank you, Luigi

On December 4th, [redacted], I made a flight booking from Zambales to Manila. I completed all the necessary details and paid with PayPal. I thought everything was fine as PayPal confirmed the payment. However, Cebu Pacific later declined or cancelled my booking. I attempted the process three more times but continued to receive an error message about the payment request being null. Assuming my flight was canceled, I booked with another airline successfully. The next day, I received a confirmation email from Cebu Pacific about the original booking, which had been made after I booked with the other airline. Since refunds are not allowed, I want to rebook or reroute the flight from Manila to Zamboanga on a different date with the same passenger to resolve the issue. Thank you and have a good day.

Hello, my name is Lady M. I am reaching out because my sister and children missed their flight due to a long queue at the travel tax and check-in counter. They arrived at the airport before 3:30 am for their 5:30 am flight. I am kindly requesting a refund of at least half of their ticket cost so that I can book new tickets for them as we have important commitments in Singapore. I have already filed a complaint with Cebu Pacific's customer care and hope for assistance as this situation has caused inconvenience. The combination of lack of sleep and the extended queues contributed to missing their flight. I look forward to a prompt response and resolution. Thank you in advance for your attention to this matter.

On December 13, [redacted], my flight was scheduled for 8:35 am. Boarding was supposed to begin at 7:20 am, but it didn't start until almost 10 am due to the plane needing to park. The staff at gate 18 were unclear with their explanation, leaving passengers, especially children, waiting for hours without proper communication. Despite multiple excuses and staff members chatting among themselves, passengers were left clueless about the delay until they inquired. After finally boarding, another hour-long wait occurred before takeoff, making the situation frustrating. The lack of updates, consideration, and provision of food during the extended delay was disappointing. Cebu Pac's handling of the situation has left me hesitant to fly with them unless it's absolutely necessary. It would have been appreciated if they had shown more empathy and offered compensation for the inconvenience caused to passengers.

Dear Cebu Pacific Team, I am writing to inform you that I, Ariane Cabrera, am unable to make my flight back from Camiguin to Manila on December 24, [redacted], citing unforeseen circumstances. On December 18, [redacted], I was scheduled to fly from Manila to Camiguin on PAL, but I had to cancel due to a family emergency. Sadly, my grandmother passed away, and on the same day, my 2 children were hospitalized with Dengue Fever Syndrome and URTI. As a single parent, I had to prioritize their well-being, which made it impossible for me to travel back to Manila from Camiguin. I am kindly requesting a full refund for the ticket fare, which I intend to use for my children's medical expenses and to support my family during this difficult time. I can provide a certificate of hospitalization to support my request. I appreciate your understanding and hope for a positive response. Thank you, Ariane Cabrera

I made a full payment for a reservation with my credit card on December 19, [redacted], for a flight on January 9, [redacted]. A day or two later, I attempted to reschedule for January 6, [redacted]. However, my card was declined. I did not receive any confirmation or itinerary at that time. Upon checking yesterday, I noticed I was confirmed for the January 6 flight, with an increased amount due – double the original price. I am not willing to pay this additional amount as we decided to stick with the original plan and I was unaware of the confirmation due to the initial card decline. The terms stated that a confirmation is only valid if the payment is made in full within 24 hours, which did not happen in this case. Despite my attempts to resolve this through their Facebook page, I have encountered unhelpful responses. I simply want to cancel the reservation. It's unfair to ask for more money when I wasn't informed properly about the confirmation. Your assistance in this matter is greatly appreciated.

Dear Cebu Pacific, I am writing to express my dissatisfaction with my recent flight experience from January 6 to January 10. I have always trusted Cebu Pacific for its safety record when traveling. Our flight was originally scheduled to return to Manila on January 9 at 9:45 PM, but it was rescheduled to 6:55 AM on January 10. Despite arriving early at the airport, we missed our flight due to delays at the restroom. We had checked in online and obtained our boarding passes several hours before. We ended up paying P3500+ per person for new tickets totaling over P14,[redacted]. This situation caused significant inconvenience, as I had a crucial client meeting in Cebu which was disrupted by the flight delay. I incurred additional expenses of over P60,[redacted] for accommodation and related costs. As a busy business owner and single mother, this was an unfortunate disruption to my plans for both work and personal time. I do not seek a refund but rather hope for understanding and a prompt response from Cebu Pacific. I trust that you will address this issue satisfactorily. Sincerely, Justine Paz Lopez Javier Co-owner of Plan N' Style San Pablo Sur, Sta. Cruz, Laguna

I would like to address the recent technical difficulties on your website that have led to transaction errors with credit card payments. I have encountered issues with submitting payments for two flight bookings, PNRs EIEB2H and DCZJ6M. For PNR EIEB2H: - Payment was made without a clear summary of the baggage allowance selected due to the system glitch. - The payment for 40kg baggage was mistakenly processed for a different sector without the option to review. - Unable to receive proper assistance from customer service regarding the payment discrepancy. - Concerned about the transparency of add-on services and payment details during the booking process. Regarding my dispute: - The website's limitations on modifying add-on services before settling the balance caused confusion. - The transaction declined repeatedly over three days, leading to a successful payment without a clear breakdown of charges. - Requesting clarity and options for canceling pending add-on services to avoid inadvertent payments. PNR DCZJ6M: - Requesting a full refund for the 40kg baggage allowance added for the CEB-ICN sector due to payment system errors. I seek your help in investigating and resolving these issues promptly as I made a credit card payment today for PNR EIEB2H. Your prompt assistance in this matter is highly appreciated.

Hello, I requested a refund after canceling my flight due to misunderstanding the timeframe for usage. I believed the refund would be stored in the travel fund for 90 days, not that it needed to be utilized within that period. My flight was for December 1, [redacted], and I arrived at the airport wanting to use the refund, which had decreased from 13,[redacted] to 4,[redacted], but I found out it expired on February 19 at 11:59 pm. Despite being in the ticket line at 11:50 pm and only receiving a number at 12:24 am on February 20, I am hoping for a 20-minute consideration due to the long queue. During a previous lost bag incident in Japan, I humbly accepted a [redacted] peso fee without complaint. I kindly ask for understanding this time, as my arrival was before midnight, even though the ticket agent was not very accommodating. I still purchased a ticket in cash and seek permission to apply this amount for my upcoming travel to Japan on March 9-12. Thank you, Ma Helena N, refnumber PJWPWX.

I have been trying to make a flight reservation multiple times, but I keep receiving an error message stating my card is declined. I contacted my bank, and they claim they are not refusing the transaction. Today, when I attempted to make the booking again, I was informed that there is a duplicate reservation, yet I never received a confirmation from Cebu Pacific. To make matters worse, the flight prices have increased by $[redacted] USD. I am very frustrated by this situation. I need confirmation for my family of four: Jared, Toni, Kaden, and Cash Eygabroad. We are traveling round trip from Cebu to Siargao from June 13th to July 5th, [redacted]. It's urgent that we get confirmation and discuss this extra charge. Please reach out to me promptly to resolve this issue. Thank you, Toni

Hello, I am reaching out about my concerns regarding booking reference NYMF8S. I attempted to pay for extra baggage with my Mastercard, but the payment was declined. Consequently, I made the payment through Alipay which was deducted from my account successfully. However, your system still shows my payment as declined - OR [redacted]19 ([redacted] yuan). After checking my Mastercard online, I noticed I was charged for a declined transaction - OR [redacted]52 / [redacted]21. One of the transactions was charged to my card (2,[redacted].09 pesos). Although my flight is confirmed, the additional baggage payment is still outstanding in your system. I am anxious about facing issues on the day of the flight, such as not being allowed the additional baggage or being asked to make another payment at the airport. The flight is scheduled for the 12th of March, and I hope to receive a prompt response.

Hello, I made a flight reservation on March 3, [redacted], during your seat sale promo. I rushed to book due to concerns about the 3 peso fare seats selling out. However, during the booking process, I didn't realize that travel insurance add-ons were automatically included in my purchase. I assumed it was part of the fare without extra cost. Despite hesitations over the higher total price, I proceeded with the payment. Upon reviewing my itinerary and fare breakdown post-confirmation, I noticed the travel insurance fee. I later discovered that add-ons like the round-trip insurance and seat selection could be removed to lower the cost. I'm wondering if it's possible to change my booking to remove or get a refund for the travel insurance fee and seat selection charge. My booking reference number is DKGHME. I appreciate any assistance you can provide. Thank you.

Hello, I hope this message finds you well. I am writing to express my concerns about my recent experience with booking flights on the Cebu Pacific website. I encountered a connection error during the booking process, which led me to believe that the transaction was incomplete. However, upon further inspection, I discovered that I had accidentally booked three identical flights for the same day under the same name. I am reaching out to request the cancellation of two of the bookings while retaining one flight. I believe this issue occurred due to the error message indicating a connection problem, which misled me into booking multiple flights unknowingly. Consequently, I kindly ask for a full refund for the two additional bookings. The booking references for the duplicate flights are ZL4RTH and TYKSNI. Thank you for your attention to this matter. Sincerely, Junel B. Abellana