Cebu Pacific Airlines Customer Service Issues

Hello, my name is Roland Schaap, I am from the Netherlands. Yesterday, I had a flight from Davao to Manila on flight 5J980. Unfortunately, this flight was delayed, causing me to miss my connecting flight in Manila. I had to rebook my flight, incurring extra costs of €[redacted], not to mention additional hotel expenses. I am seeking assistance on how to address this issue and reimburse the costs I have incurred. I would appreciate it if you could get in touch with me regarding this matter. Thank you. Mr. R. Schaap

I purchased a ticket using Gcash, but the transaction was not successful. Although the money was deducted from my account, the ticket was not confirmed. Cebu Pacific Air's customer service informed me that they did not receive any payment and advised me to contact Gcash. Upon reaching out to Gcash, I received written confirmation that the transaction was successful on their end. I'm not sure what steps to take next. Any guidance would be greatly appreciated. Thank you.

I am encountering difficulties when trying to book a flight for two from Cebu City, PH to Coron, PH for June 13th to June 16th, [redacted]. My American credit card from Citi Bank was blocked by a fraud alert, preventing me from making the booking. After resolving the issue with my credit card company, I am now unable to use any credit card on the website due to previous failed attempts. While I had no problems booking a flight to Dumaguete previously, I am not able to make a cash payment for this particular flight. Could you please assist in lifting the restriction on my credit card so I can proceed with booking my trip to Coron? Thank you for your help. -J.W.

I am Alma Dimitrov reaching out on behalf of my brother-in-law, Joel Borbon. He made a flight booking for my family consisting of 9 passengers with the booking references EBQN7C and QBPZWI for April [redacted]. Unfortunately, the flights were canceled due to COVID-19. He was informed by Cebu Pacific that the travel funds could be used until [redacted]. However, when he tried to rebook last month, he was told the travel funds had expired without prior notice, which was disheartening as we worked hard to save for this trip to reunite our family. Contacting Cebu Pacific has been challenging; during a live chat with agent Wina, I waited over 2 hours without any response, causing frustration. We are seeking a resolution to the forfeited funds as it is unfair and not acceptable. We hope for improved service from Cebu Pacific in the future. Thank you and blessings to you.

Booking Reference Number: Z9GDKR for passenger, initials G.A. I purchased a flight from Manila to Cauayan departing on May 21, [redacted], for G.A., who is an OFW returning from Saudi Arabia to Manila. Unfortunately, she tested positive for COVID-19 and missed her flight, opting for another one two weeks later. I informed Cebu Pacific of the situation prior to my departure from Texas. Currently, G.A. is in the Philippines and wishes to board the flight from Manila to Cauayan on Sunday, July 10. I am seeking to reschedule her for a one-way trip on the same route. Despite attempting to contact Cebu Pacific through Facebook and using my online account, I was unable to successfully rebook G.A. My only request is to officially reschedule G.A. from the May 21, [redacted] flight to the July 10 departure from Manila to Cauayan.

I had a flight change from Taipei to Manila from July 15 to July 20, causing a conflict with my onward travel to Kalibo on July 17. My hotel bookings in Manila are for July 15 to 17 and in Boracay from July 17 to 20. I need assistance either rescheduling my flight to an earlier date or canceling it for a full refund. This experience with Cebpac has been quite frustrating and I believe they should take more responsibility for such inconveniences. It would be fair if airlines compensated passengers when changing flight details, just like passengers are charged extra when they make changes.

Yesterday, my husband and I took a flight from Butuan to Manila with a scheduled arrival time of 7:15 to 8:50. Despite the flight's punctual arrival, we faced an issue with our checked baggage upon landing at Manila Airport, Terminal 3. While most passengers retrieved their luggage from Baggage 6, our bags were missing. After approaching Cebu Pacific's customer service, a staff member named Josh assisted me, but updates on our luggage were not promptly provided. It wasn't until 11:30 that they located my bag, which had been mistakenly put on another flight. The delay in resolving the situation caused frustration and inconvenience, resulting in our late arrival home at past 1:30 am. The lack of communication and extended wait time marred our overall travel experience. I hope Cebu Pacific addresses this issue promptly to prevent such incidents in the future. I have included details about my baggage and evidence of yesterday's incident for your reference.

Yesterday, my husband and I had a flight from Butuan to Manila scheduled for 7:15, and we were supposed to land at 8:50. Upon arrival in Manila Airport Terminal 3, we were surprised to find that our checked baggage, which was supposed to be at Baggage 6, was missing. Despite approaching a Cebu Pacific customer service representative named Josh and waiting for almost 2 hours for assistance, there was no satisfying response given to me. It wasn't until 11:30 PM that they located my luggage, which had been mistakenly placed on another flight. This caused significant inconvenience as we had to wait a long time and struggled to find transportation home, arriving after 1:30 AM. The whole experience with Cebu Pacific's customer service was frustrating and exhausting, and I hope they take necessary actions to avoid such incidents in the future.

Hello, I am seeking assistance regarding my upcoming flight on Saturday, July 16, [redacted], with my family. I would like to upgrade my husband's baggage allowance from 20kg to 32kg. When attempting to select the upgrade for Php707, the total amount displayed is higher than expected at Php2707. I did not proceed with payment to address this discrepancy. I kindly request Cebu Pacific's help to adjust the baggage allowance from 20kg to 32kg without the additional charges, allowing me to pay the correct upgrade fee only. Flight Details: Booking Reference: EGBJ5G (MLA-TAG) Passenger: D. M. Timbal Departure: July 16, [redacted] Return: July 23, [redacted] Thank you, Arlene F. +[redacted]08 [redacted]

Dear Sir/Madam, I am writing to address the issue with my checked baggage allowance that I never utilized. Whenever I attempted to add baggage on the system, it continually displayed a loading icon, preventing me from proceeding with payment. When I checked in for my flight, the receptionist informed me that I needed to clear a bill before receiving my boarding pass, despite having only one 20kg checked baggage with no excess. The receptionist advised me to pay first and then contact Cebu Pacific for a refund. She assured me that they could see from my ticket details that I only had one checked bag. Flight Details: Ticket Number: CKRKRX Name: E.S. Bautista Departure: SIN-MNL on 19 July [redacted] at 01:45-05:30 Flight Number: 5J804 Baggage Number: [redacted] Paid Excess Baggage: $53.80 Receipt Number: [redacted]

Hello, I am writing to request an electronic copy of my boarding pass that I lost on June 20, [redacted], upon arrival at NAIA Terminal 3 from Mactan Cebu International Airport Terminal 1. I need the electronic copy urgently for reimbursement purposes at my office. Unfortunately, I am unable to visit the Web check-in counter at the airport as I am currently in Batanes where there is no Cebu Pacific office available. Name: Stella Rose A. Fidel Email: [redacted] Flight Date: June 20, [redacted], at 6:35 PM Destination: Manila Airline: Cebu Pacific Flight Number: 5J [redacted] Booking Reference: WME3MX Booking Date: July 12, [redacted] Check-in Date: July 19, [redacted] Thank you for your prompt assistance. Best regards, Stella Rose A. Fidel

My flight DER5FM was scheduled for departure on August 7, [redacted], at 10:20 AM. I arrived promptly at the Dipolog City Airport Terminal check-in desk at 9:40 AM, but I was not allowed to check in. Meanwhile, passengers who were already checked in were still waiting by the exit doors. It seems unreasonable that I couldn't check in manually in less than 5 minutes, especially with 40 minutes left before departure. While I understand the importance of arriving 2 hours before the flight, it doesn't seem fair that being 30-40 minutes late results in not being able to check in. The check-in management appears corrupt and biased, forcing passengers to spend money on rebooking. This experience may seem insignificant to you, but for passengers like myself, it has a significant impact.

I am writing to file a complaint and seek compensation for the expenses and inconvenience I encountered while assisting my helper, Ofelia Gumabay, to return to Hong Kong from Manila. Ofelia's travel experienced a delay on connecting flight 5J507 from Tugurgarao on August 11. Due to disruptions in immigration procedures and repeated questioning regarding her employment paperwork, despite all documents being in order, she missed her subsequent flight, 5J114 to Hong Kong, by just 5 minutes. It appears many others were in a similar situation. The following available Cebu Pacific flight was at 5:40am on the 12th. Attempting to switch her to this flight faced challenges since her quarantine hotel check-in date was initially the 11th and needed adjustment to match the new arrival date of the 12th. Despite her original booking spanning from the 11th to the 18th for a now shortened 3-day quarantine in HK, this detail was overlooked. As we, Ofelia's employers in the UK, took steps to obtain the necessary updated documentation from Charterhouse Hotel and Agoda, the situation remained complicated. Costing PHP 21,[redacted], the last 2 flights were booked after several hurdles, including a discrepancy in the required confirmation. Should a resolution not be reached, the ordeal faced by Ofelia may lead me to avoid Cebu Pacific in the future and publicize this unpleasant experience. Eva Nichols

I need assistance with a refund of 17k and cancellation of my flight on Sept. 26, [redacted]. I mistakenly made a double booking. The initial booking was on Aug. 21 for 12 people with a credit card payment. The system stated it couldn't process the payment, so I assumed it was unsuccessful. I tried booking again on Aug. 22 for 10 people, encountering the same payment issue. To my surprise, I discovered that both amounts were deducted from my credit card: 20,[redacted] and 17,[redacted]. I never received an itinerary via email. Can you please address this promptly? Passengers' names: 1. A.L. Simpliciano 2. D. Simpliciano 3. R. Isip 4. R. Relano 5. M. Alonzo 6. R.M. Jr 7. M. Salagado 8. R. Piosca 9. D. Escanilla 10. S.Q. Lanzarote 11. K.D. Simpliciano 12. K.D. Simpliciano

I am requesting a refund of 17k and the cancellation of my flight for September 26, [redacted], as I accidentally made a double booking. My initial booking was on August 21st for 12 people using a credit card, but it couldn't process the payment method and no itinerary was sent. Assuming it wasn't processed due to insufficient funds, I tried to book again on August 22nd for 10 people with the same result. I later discovered that both amounts were deducted from my credit card: 20,[redacted] for the first booking and 17,[redacted] for the second. I hope this issue can be resolved promptly. The names of the passengers are as follows: 1. A. L. Simpliciano 2. D. Simpliciano 3. R. Isip 4. R. Relano 5. M. Alonzo 6. R. Mamburao Jr 7. M. Salagado 8. R. Piosca 9. D. Escanilla 10. S. Q. Lanzarote 11. K. D. Simpliciano 12. K. D. Simpliciano

Hello, I purchased two tickets on August 18, [redacted], for my parents, but encountered issues with payment using different cards. Although one transaction went through, we did not receive a confirmation email for the booking. Upon reviewing the card statement, we noticed deductions without any tickets or confirmation. After visiting CebuPacific, they informed me the payment was voided, directing me to seek a refund from my bank. However, my bank requires a document confirming the voided payment from CebuPacific, which the cashier refused to provide. I then contacted Charlie for assistance and spoke with a live agent to address this issue.

Hello, I mistakenly booked a ticket for the wrong month (October instead of September) through the Agoda app with Cebu Pacific. I immediately reached out to Agoda's service center for assistance. Despite contacting them promptly after my error, they are now refusing to cancel or refund the ticket. The flight is still 1.5 months away. I recently learned that it may be possible to cancel a pending ticket with Cebu Pacific directly, but Agoda did not provide me with this information, leading me to feel misled. When attempting to locate my booking using the booking IDs [redacted]05 and [redacted]09, the system indicates that there are no bookings under that number with the passenger's name. The ticket number is AMGMNE for flights on October 18 to Manila, Philippines, and returning on October 25 to Bangkok, Thailand. I am eager to cancel this booking as Agoda's customer service has been unhelpful, prioritizing profit over my situation, which involves a considerable amount of money for me. Thank you, Valerie

Hello, I wanted to inquire about a situation involving my boyfriend. He was traveling from Switzerland to the Philippines with a temporary passport and was supposed to land in the Philippines tonight, September 17, [redacted], at 8 pm. However, during his layover in Bangkok at 9:45 am, where his connecting flight to the Philippines was, he was not allowed to board because he was told he needed a visa due to his temporary passport. He is currently stuck in Bangkok as a result. Before departing from Geneva, Switzerland, he had confirmed with the airline that he did not require a visa. Could you please explain why he was offloaded when he was told he was all set in his country of origin?

Good morning. I need some help clarifying a situation regarding my flight booking to Dubai with Cebu Pacific. I initially had issues due to my bank's E-commerce card control not being activated, which I have since resolved. However, during this time, I found a cheaper ticket on budgetair.com and booked it. Now I have received tickets from both Cebu Pacific and Budgetair.com, potentially resulting in a double booking. I would like to know if Budgetair.com is connected to Cebu Pacific and what steps I should take to resolve this situation. My name is G.L. Pasia, and I booked a flight for Nov. 27, [redacted], to Dubai. I am concerned about the double booking and would like to know how to request a refund from Cebu Pacific. I appreciate your assistance. Thank you.

Good day, I wish to inform you of an experience I had while trying to book a flight from Davao to Narita via Manila on November 4, [redacted], around 6:43 PM. After successfully completing the initial application, I proceeded to make the payment using my wife's Corazon Cutaran credit card. Despite multiple attempts, I received an error message stating "sorry unable to process due to system issue or error" each time. We later tried to book a flight at the Vitor ticketing office in SM Premier Lanang, Davao City, using the same card, but encountered the same error. Suspecting the card may have been blocked by the bank, we decided to contact BDO to inquire about the card status. To my surprise, upon checking my Gmail, I found an email confirmation from Cebu Pacific regarding Booking No. BDYUWS, which I had not expected. I am reaching out to address this issue and seek verification of this booking confirmation. Sincerely, Gilberto Jalimao