Cebu Pacific Airlines Customer Service Issues

February 9, [redacted] Cebu Pacific Airline Cebu City To Whom It May Concern: RE: TRAVEL FUND Expiration - Booking Reference Number KIV1SA and WCKURV I am aware that my travel fund will expire on March 15, [redacted]. Due to the ongoing pandemic, there are no immediate plans for international travel. The funds used for our [redacted] trip to Tokyo, Japan were hard-earned, and I wish to utilize them wisely. Therefore, I kindly request your consideration to allow my travel fund to be used for my husband's ticket, as he has been unable to return home for 3 years due to lockdowns and the pandemic. If approved, I authorize Cebu Pacific Air to apply my travel fund to cover the remaining balance for my husband/passenger, RENE PLASQUITA BUNHAYAG, after utilizing his own travel funds with Booking Reference Numbers RCH78S, IGEKKT, and ZCVI3C, which are insufficient to purchase his ticket. Below are his travel details: Departure: May 16, [redacted] - Tokyo (Narita) - Manila - Cebu Return: Jun 8, [redacted] - Cebu - Manila - Tokyo (Narita) I sincerely hope for your favorable response to my request. Thank you. Sincerely, JOYCE MASAS B. [redacted]5 [redacted]

I would like to inform you that Cebu Pacific Air deducted money from my ATM account. I attempted to book a flight online twice, but the transactions were unsuccessful, so I utilized the payment center option. Upon checking my account, I noticed a negative balance. The amount I had put into the ATM was also gone due to this failed transaction. Could you kindly explain why funds were taken from my account when the transaction did not go through successfully? The booked flight was for Roliann Palallos on March 4, [redacted], from Manila to Davao. I have attempted to book three times, twice on March 1, [redacted], online using my ATM - both were unsuccessful, and once through the payment center, which was successful. I respectfully request a refund to my Landbank account from your esteemed office. I am hoping for a positive response to my request.

I recently booked a flight to Butuan, and I received an email notifying me of a slight change, which was fine. However, I then received another email with a flight that departed more than six hours earlier than my initial one, even though there were closer flights available. Unfortunately, the manage flights portal does not allow me to modify the canceled and rescheduled flight separately; it requires rebooking everything. I simply want to change one flight to a more suitable time. Their customer service lacks live operators, and the chat only connects to a bot, not a live person. I have submitted a complaint email, but it has been two days with no response. Additionally, when I tried to call the number given by GetHuman, it turned out to be a T-shirt store in the Philippines. What should I do next?

Travel Fund Deducted from Failed Booking Dear Ma'am/Sir, I am reaching out to address an issue that occurred yesterday. I made a flight booking for Ms. Z.J. Pamposa with a total travel fund of 2,[redacted].80 under reference number UI2EUT. The booking amounted to 4,[redacted], and the travel fund of 2,[redacted].80 was deducted, leaving a balance to be paid via GCash totaling 2,[redacted]+. Unfortunately, when I attempted to make the payment through GCash, it failed, and I cannot retrieve the booking. I contacted customer care, and they mentioned they would follow up, but I have not received any calls yet. I urgently need your assistance as I need the travel fund to rebook. I have tried multiple ways to contact you, but the automated system is not helping. I did not receive a booking reference number, so I am unsure of what to do about the deducted travel fund. I am extremely stressed as I have been saving this travel fund for a long time to use, and now this has happened. It would have been more bearable if the fund was only a small amount, but it is over 2K. My contact number is [redacted]2. Please respond to me as soon as possible. Thank you.

I have two concerns to address: 1. Firstly, I realized today that I made an error in the name of one of the guests in my booking made on March 6, [redacted] with a reference number of V9UIUB. The correct guest names are: - Ms. Myra Señar - Mr. Jar-R Roy - Ms. Jennifer Arcena - Ms. Laarny Dela Torre The misspelled name is: - Mr. Jar-R Roy Should be corrected to: - Mr. Jay-R Roy 2. Secondly, when I printed the itinerary on March 6, [redacted] with a reference number of PC9GJV, the guest names were listed as: - Ms. Johnalyn Oposa - Mr. Nicasio Respecia - Ms. Willy Rose Sionillo - Ms. Karen Anne Escritor But upon checking the current status of my booking today, I noticed that the names have been automatically changed to: - Ms. Myra Señar - Mr. Jay-R Roy - Ms. Jennifer Arcena - Ms. Laarny Dela Torre Any assistance on this matter would be greatly appreciated.

Dear Cebu Pacific Management, I am writing to express my concern about the cancellation of flight WHE2XJ to Tagbilaran, Bohol. We booked early to take advantage of the promo rates, but unfortunately, the flight was canceled without prior notice. This has caused a significant inconvenience for us as both my mother, a physician, and I, a medical student, have important commitments scheduled for April 7, [redacted]. Our entire itinerary has been planned around this flight date. My mother's hectic work schedule and my academic obligations make it challenging for us to accommodate such abrupt changes. Our only window for a family vacation falls between April 8 and April 10 when all our schedules align. We kindly request to be accommodated on a flight on April 9, [redacted], at the same promo rate we secured for our initial booking. Should April 8 flights be unavailable, we ask to be allowed to rebook our original tickets under the same promotional terms. These unexpected alterations have added unnecessary stress to our already busy schedules. Your understanding and assistance in this matter would be greatly appreciated. Thank you for your attention to this matter.

I have been trying to reach a live agent without success. I am seeking a refund for a travel fund purchased on January 26, [redacted], with Confirmation Number VHDZMG under Brenda V. for a trip to Osaka, Japan for 4 people. Due to the pandemic, we were unable to use it. I discovered "cebpass" through a YouTube vlog and attempted to purchase it on March 26 & 27, [redacted], but the vouchers were sold out. Now, with the travel fund expiring on March 31, [redacted], I am eager to get the full amount refunded. Please advise me promptly on the necessary steps to resolve this issue. Thank you.

Good Afternoon Cebu Pacific, I am Thomas Milton. I made reservations for a family trip back to the Philippines. Sadly, due to the pandemic (Covid), everything has been delayed until today. I am concerned about your email dated 19/3/[redacted] regarding the expiration dates of the Travel Fund for my bookings: 1) Travel Fund - MYR1,[redacted].66 (AGRTKD) 2) Travel Fund - MYR [redacted].22 (NCCY3C) I kindly request Cebu Pacific to extend the expiry until the end of this year (December [redacted]) as my kids just started college, and I need to plan their semester breaks to rebook our long-overdue family trip to the lovely Philippines. I appreciate your consideration on my request and hope for a positive response. Sincerely, Thomas Milton Email: [redacted] Malaysia

I recently received an email informing me that my flight from Cebu to Puerto Princesa on April 5-6, [redacted], and vice versa, has been rescheduled to April 7, [redacted]. I find the new schedule unreasonable as there is only a 30-minute gap between arrival and departure in Puerto Princesa. It seems impractical to expect passengers to make such a quick turnaround. Additionally, despite the availability of the original flight on your website, my reservation was still changed. I am not traveling for pleasure but for an important appointment, so I kindly request that you address this issue promptly. The booking references are ADE5QP, MHYJYW, and RMJIXH for three passengers on the same flight.

Dear Customer Service, I am facing difficulties while trying to book flights on the CebuPacific website using my Travel Fund. A previous booking for my friend was successful (Booking ID: UWZD3B, made on April 14). Currently, I am unable to proceed with booking flights for 2 and 4 people. After selecting flights and entering guest details, the page stalls at the 'customize your flight with our add-Ons' section, remaining blank without progressing. Any attempts to continue result in a warning for not selecting add-ons and cause the website to restart a new booking process. I have attached screenshots for your reference. As my Travel Fund is expiring soon on May 7, I urgently need assistance to complete these bookings. Can I provide my details via email to finalize the bookings? Thank you for your help. Hans-Juergen Proell

I attempted to contact cebpac via email, but received a "delivery failure notice." I recently received an email advisory that our family's flight to Caticlan from Boracay has been canceled due to schedule changes. I utilized my travel fund to book the flights after the original trip was canceled due to the pandemic. I am disappointed that the only option provided is to pay double the original cost for a new booking. The current situation with the pandemic has affected our income stability, and the increased cost of the flight is a significant burden. We were looking forward to this trip with the assurance that we could use our Travel Fund, avoiding additional expenses. I kindly request reconsideration of this decision.

I have received four emails from Cebu Pacific informing me about a credit balance. I have attempted various methods to access it online, but without any luck. The online app does not recognize my email address, states that the booking reservation number for the initial flight cannot be located, and indicates that there are no records matching my email and last name. I am unable to connect with a live person for assistance. This situation leaves me with over Php27,[redacted] in credit that I am unable to utilize.

I need assistance regarding a flight issue for my boarder, Conrado N. We booked a round-trip flight with Cebu Pacific from Manila to Butuan for May 12 and May 25, [redacted]. Due to Covid, Conrado was unable to use the ticket. Cebu Pacific informed me via my email that the Travel Refund could be used until May 5, [redacted]. Today, I rebooked his flight using the Cebu Pacific app with my email and phone number. I entered the booking reference number and planned to use the Travel Refund. However, after completing the transaction with an increased ticket cost, I realized the Travel Fund was not applied, leaving Conrado with no remaining Travel Fund balance. The original Travel Fund amount from [redacted] was P6069.16, and the new ticket cost is P7630.36. I expected a charge of only P1561.20, but Cebu Pacific charged the full ticket amount and still deducted the Travel Fund. I require a refund as I do not wish to keep the Travel Fund. Please address this promptly. Thank you for your attention. -M. V. B. Anastacio

Hello Cebu Pacific, I recently had my flight with Cebu Pacific Airlines cancelled. The rebooking the airline provided me with is at an inconvenient time. When I selected a different date and time, I misunderstood that I could make further changes. Now, I am unable to edit my selection due to it showing as confirmed but pending payment. I need to choose a new date and time without incurring any additional fees. I am feeling very stressed about this situation as my flight is scheduled for May 6, [redacted], at 3:30 pm, but the airline rescheduled it to May 7, [redacted], at 5:50 am, which does not work for me. The rebooking I made, with an extra fee of $21, is currently set for May 10, [redacted]. Is there a way for me to select a new date and time without any added charges?

I am inquiring about obtaining a certificate for my recent flight arrival in July [redacted] for my Peza visa application. I am unable to access my Cebu website account as I have forgotten my login credentials. I am hoping for a prompt response to this matter so I can continue with my visa application promptly. Thank you for your assistance. - Huong Thi Lan Tran, Passport number B[redacted].

Hello, I'm writing to raise an issue I encountered with a flight reservation I had with Cebu Pacific. My flight, 5J [redacted] on March 29th, [redacted], was cancelled not once, but twice by the airline. I was given the options to rebook, convert to travel fund, or get a refund. I decided against an immediate rebooking as the available dates didn't suit my needs, and the airline representative assured me I could rebook later. Subsequently, I chose the travel fund option for future use, only to find out later that my options had lapsed without any notification from Cebu Pacific. I believe that since the cancellation was due to the airline's actions, my booking should automatically convert to a travel fund. I have incurred significant additional expenses in adjusting to the flight changes, and I would appreciate it if Cebu Pacific would convert my booking and baggage fees into a travel fund.

Hello, I am writing to request assistance in changing the date of departure for a ticket booked under the Cebu Pacific Corporate Account - MG380CEB. The details are as follows: Reference no.: CJ5VWA Date of flight: May 8, [redacted] Passenger: C. Igot Origin: Butuan Destination: Cebu Departure time: 4:35PM - 5:40PM Unfortunately, due to an emergency, we need to change the flight to June 15, [redacted]. Despite attempting to contact Cebu Pacific Hotlines, we have been unsuccessful. This email has been sent in the hopes of resolving this matter promptly. For immediate communication, please contact us at +[redacted]62. We sincerely appreciate your earliest response. Thank you, Ariane Joy Getalada

I need to amend our Booking XHU6KG to adjust our flight date for the upcoming days. Today, on May 9th, our flight from Tel Aviv to Dubai was redirected from DXB Airport to DWC due to construction at the runway. We were on a connecting flight and would have remained in transit at DXB without entering Dubai. El Al Airlines notified us of the change. One of our passengers, N.S., holds Filipino citizenship. During check-in, a visa application for Dubai was requested. We are currently unsure of the visa processing time but are expediting the process. Your understanding and confirmation are appreciated. Thank you for your attention to this matter.

I am worried because I accidentally made two bookings due to a technical issue. The first attempt did not go through after entering the OTP from BDO Shop more Credit Card. I then used another BDO JCV Credit Card which resulted in an immediate confirmation and email from Cebu Pacific. Shortly after, I also received a confirmation for the first booking that seemed to initially fail. I need to cancel the second booking with the reference no. JFTWNZ. BDO customer service suggested that Cebu Pacific should handle the cancellation as the payment is still pending in their system. Please assist us in cancelling the second booking promptly to avoid being charged twice. Kindly address this issue within 24 hours to prevent any duplicate charges. Your swift response is greatly appreciated. Thank you.

I submitted a complaint to CebuPac CUSTOMER CARE regarding my issue with rebooking an online ticket (RefNo: TC6YVY) for 3 passengers from June 29 to June 30 on the Cebu-Butuan flight at 3:10 PM. Despite numerous attempts over the past 5 days on the PC website, I experienced constant timeouts while trying to make changes. The booking agent was unable to assist with the rebooking due to system limitations after the website update. Both the online platform and airport check-in counter were unable to handle the rebooking. This situation has left me with tickets I cannot modify, impending flight dates, and hotel accommodations that need adjustment based on the flight changes. I am still awaiting a response from CebuPac after being promised a follow-up on my complaint.