Cebu Pacific Airlines Customer Service Issues

Good day, I just wanted to inquire about the ticket I booked last July for my family of three - my wife, my child, and myself - from Cebu to Dipolog. Unfortunately, the airline did not allow us to travel due to my wife's medical condition, which prohibits patients from using oxygen. My concern is how I can utilize my wife's ticket since she is no longer able to use it as she passed away on July 29, [redacted], in Cebu. I have already used my ticket and my child's ticket for travel between Dipolog and Manila and have recently booked for Dipolog to Cebu and vice versa. I hope that my wife's ticket can still be used. Thank you and I would appreciate guidance on what to do.

Hello, my name is Joemi Childen Peteros, an OFW from Brunei. I just arrived at Tacloban Airport after a connecting flight from BWN to MNL on November 19, [redacted], flight 5J410. Two boys, John Michael (14) and Gavin Tony Mohamed (16), traveled with me. Upon collecting my baggage at Manila Terminal 3, I discovered that two of my suitcases were damaged - one without wheels and the other broken. When I informed a lady from Cebu Pacific at the departure area and she advised me to send an email to customer care. Upon landing at Romualdez Airport in Tacloban, we found that out of our five suitcases, only four arrived, and one is missing. I kindly request assistance with these matters. Thank you for your help. Regards, J. C. Peteros. [redacted]

Dear Sir, I am Muhammad Abid Inayat, a member of Cebu Pacific since May [redacted] with Go Reward #[redacted]. Due to the Covid-19 situation, I had to cancel my flight from Jeddah to Jakarta. An amount of USD [redacted].91 from that flight was stored in my travel fund, which expires on December 17, [redacted]. I am currently in Pakistan and unable to plan another trip at the moment. I kindly request your help in transferring the travel fund to my bank account in Pakistan. I commit to replenishing the fund when I plan my next journey with Cebu Pacific Air. Despite contacting customer care on 22.11.[redacted], I was informed that transferring the travel fund was not possible under Cebu Pacific Air's standard procedures. I sincerely urge you to forward my request to the relevant department for prompt action to avoid the fund from expiring unused. Thank you for your assistance. Regards, M.A. Inayat

Hello, I made a booking on November 10 with confirmation number UGLQ4J for Mr. Roger Federezo and Mr. Roger Jr. Federezo's flight from Manila to Cebu. When I was booking, I tried to select sports equipment because my boss, Mr. Federezo, and his companion had golf equipment. However, I couldn't select the sports equipment on your website. So, I added an extra 20 kilograms, assuming it would cover their sports equipment, but during their departure today, they were charged an additional fee for the golf equipment. The extra 20 kilograms I added was not used. I would like to know what will happen next. Will the additional fee for the 20 kilograms I added be refunded since it wasn't used? I added two sets of 20 kilograms to the booking, but they were not utilized. I believe the issue also lies with your website since I couldn't select the sports equipment. I look forward to hearing from you soon. Thank you.

Good morning, I made a booking on Nov. 10, [redacted] with confirmation number UGLQ4J for Mr. Roger Federezo and Mr. Roger Jr. Federezo's flight from Manila to Cebu. When booking, I tried to select sports equipment for the golf equipment my boss, Mr. Federezo, and his companion had, but it wasn't available on your website. I ended up adding 20 kilos for each of them, totaling 40 kilos, assuming it would cover the sports equipment. However, during their departure, they were charged an additional fee for the golf equipment. The extra 40 kilos I added were not used. I would like to know how this will be addressed. Will the additional fees for the two 20-kilo add-ons that weren't used be refunded? I believe there may have been an issue on your website as the sports equipment couldn't be selected. I am awaiting your prompt response. Thank you.

Good morning, I made a booking on November 10, [redacted] with confirmation number UGLQ4J for Mr. Roger Federezo and Mr. Roger Jr. Federezo's flight from Manila to Cebu. When I was booking, I tried to select sports equipment for the golf equipment that Mr. Federezo and his companion were bringing, but the website did not allow me to do so. I ended up adding an extra 20 kilograms for both of them, assuming it would cover the sports equipment they had, only to be charged an additional fee at departure for the golf equipment. The extra 20 kilograms I added was not used. I would like to know what will happen next. Will the additional fee for the two 20-kilogram add-ons be refunded since they were not used? I believe the issue also lies with your website not allowing the selection of sports equipment. I look forward to your prompt response. Thank you.

Dear Sir or Madam, I am writing to express my disappointment regarding the changes made by Cebu Pacific to our booked and paid flights. Originally, we had flights scheduled for January 1st, [redacted], returning on January 7th, [redacted]. However, we have been informed that the dates have been shifted to January 2nd and January 8th, [redacted], respectively. I had already made arrangements for our family members, including my wife's son, his wife, her sister, and a baby, at a hotel in Boracay for the period of January 1st to January 7th, [redacted]. Despite my efforts, the hotel has indicated that they are fully booked for the Christmas/holiday season, making it impossible to cancel the first day or extend our stay till January 8th, [redacted]. Upon checking Cebu Pacific's website, I noticed that there are still available flights on our original dates. I am confused as to why our bookings were altered. I kindly request your assistance in reverting the flights for January 1st and January 7th, [redacted], for the three members of my family. My wife and I plan to remain in Boracay for the same duration, leaving on January 7th, [redacted]. Due to COVID-19 restrictions, my wife has not been able to see her relatives for several years, and this trip was eagerly anticipated, especially for the baby who has never met them before. I appreciate your prompt attention to this matter. Warm regards,

Dear Sir, My name is Muhammad Abid Inayat, and I have been a member of Cebu Pacific Air since [redacted]. I have enjoyed your services on multiple occasions and have always found them to be satisfactory. Unfortunately, I had to cancel a flight I booked in [redacted] and received a travel fund credit of [redacted] USD. Due to unforeseen circumstances, I have not been able to use this credit, and I recently received an email stating that it will expire on December 18, [redacted]. As I do not have any travel plans for [redacted], I kindly request your assistance in refunding this amount to my bank account in Pakistan. I believe in the quality of service your company provides and hope that you can accommodate this request. Your understanding and help in this matter would be greatly appreciated. Thank you for your attention to this issue. Regards, Muhammad Abid Inayat

I am writing to request a reimbursement of USD [redacted] for the excess baggage payment I made for my flight booking under reference BM3MXH. When I booked my flight through AGODA, I selected a 32kg baggage allowance. However, upon arrival at Hanoi International Airport, the system at the check-in counter only showed a 20kg allowance for my booking. I have the necessary documents to support my claim, including a 32kg booking confirmation from AGODA, a screenshot of the incorrect baggage allowance in the Hanoi system, and the payment receipt for the additional USD [redacted] baggage fee. I can provide these documents via email for your review.

I had a connecting flight with your airline, starting in Manila with a layover in Dubai before heading to Tel Aviv. Upon departure from Manila, your staff informed me that I couldn't pick up my luggage until Tel Aviv for which I paid [redacted] pesos. Upon arrival in Tel Aviv, my luggage was missing, possibly left in Dubai. My luggage is tagged with your label 5J620082, and my flight number was 5J 14 on December 3. I am now in Malta without my belongings and hope you can assist me in locating my luggage as it contains important items.

Hello, this is Arnold Armada. I recently made a booking request with Cebu Pacific Airline for my friend, Mr. Richard Marcos. However, due to technical issues during the booking process, I accidentally ended up with two separate bookings for the same round-trip ticket. After my initial booking appeared to fail, I proceeded to make a second booking, only to later receive confirmation for both. I kindly request that the first booking for P7,[redacted].16 pesos be honored, and the second booking be cancelled. Thank you for your understanding in resolving this matter.

Dear Sir/Madam, I am kindly requesting an official receipt from your office for booking reference number CG95QJ, under the name Mr. Marc Winston Laygo. The details for the receipt are as follows: Company Name: Golden Savannah Inc TIN #: [redacted]-[redacted]-[redacted]-[redacted] Address: B5 L3 Reliance St. Brgy. Highway Hills, Mandaluyong City Business Style: Golden Savannah Inc. Thank you.

Good afternoon, I am writing regarding my booking number [redacted]76 with Kiwi.com for my Filipino partner and his son, Jemark Aragon Orada and James Orada, traveling from Manila to New Zealand on 09/12/[redacted] with Cebu Pacific and Air Asia. According to the law, Filipino passport holders do not require a transit visa in Australia if the layover is under 8 hours, which was the case for my partner who is also a New Zealand resident. However, Cebu Pacific wrongly denied boarding, insisting on a transit visa. This led to me losing NZD [redacted].00 for the trip and having to rebook an emergency flight costing NZD [redacted].00. I am seeking a full refund for the expenses incurred due to Cebu Pacific's error. Regards, Eleonora Burns

Our two luggage pieces were misplaced during our journey from Manila to Cebu. One was returned to us at our hotel in Panglao, Bohol, following our report, but the other one is still missing. This has significantly impacted our holiday experience. Our booking reference is WF67QC for Marilyn Ayuban and Keong Meng Ho on flight number 5J583 from Manila to Cebu on December 21st at [redacted]. It has been three days, and we are missing essential items such as extra clothing and swimming gear from our dark green/gray Echolac bag with a brown handle. The baggage reference is [redacted]. We are staying at the Be Grand Resort in Panglao, Bohol, until December 26th, with tomorrow being Christmas Eve. It is urgent that we recover our missing luggage promptly. We eagerly await your response.

My friend booked our flights on Agoda since she used her debit card. She entered both of our passenger details in the booking, and she received the confirmation email. Today, I visited a Cebu Pacific branch to confirm our flights in their system. Unfortunately, they were unable to assist, mentioning that I should verify it at the airport. I'm worried as our flight is scheduled for February. Can you please advise if it's possible to check the status of our booking at the airport in advance of our travel date to ensure everything is in order?

Hello, I flew from Manila Airport (MNL) to Caticlan (MPH) on December 27th on flight number 5J [redacted] with booking reference OIGFHT. Unfortunately, I seem to have lost my reading glasses on the plane. I am contacting you to inquire if there is a way to retrieve them. I will be returning to Manila on December 31st, and I can easily collect my glasses from Caticlan Airport if they have been found. Please advise me on the best course of action in this situation. Thank you for your assistance. Best regards, Mary G.

My family and I recently traveled to Zamboanga City for our booked flights, roundtrip. We're currently in GenSan with our two kids, aged 1 and 4. It would be a huge relief if we could transfer our flight here instead of going back to Davao City, which is far away. It's challenging to take a bus to Davao, especially with the little ones. I hope you can assist me with this issue. We are willing to pay any additional fees, even consider it as a Christmas gift. Please help.

To whom it may concern, I am writing on behalf of Chandrashekhar, a passenger of flight 5J962 scheduled for 17-12-[redacted], with a boarding time of 7:30 AM and an arrival in Manila at 9:30 AM. Unfortunately, due to a delay, I arrived at the Manila airport at 12:45 PM, causing me to miss my connecting flight to Hyderabad and Rajahmundry. This situation resulted in unexpected expenses, and I am requesting compensation for the inconvenience caused by the airline delay. I kindly ask for prompt assistance in this matter and am willing to provide any necessary information. Thank you, Shekar

I submitted a refund request on January 2, [redacted], with Customer Care under reference number [redacted] for our flight with Booking Reference Number PLF53X. I encountered an issue using my email address to file the request, so I used my sister's instead. Unfortunately, she missed the email from the Cebu Pacific agent dated January 4, [redacted], which led to the case being closed due to no response. As the one who paid for the flight, I need to process the refund, not my sister. Kindly contact me at [redacted] for any correspondence instead of using her email [redacted] We are working on obtaining the required medical certificate from the attending physician as well as the guest's ID who had health concerns during our flight. We seek a brief extension for the medical certificate since the physician was unavailable during the initial visit on January 2. Your prompt response is greatly appreciated. Thank you and may we all be blessed!

I am a bit confused about how to utilize my former Get Go account. The system has already converted my points into a cash value, which I appreciate. However, I am encountering an issue whenever I attempt to enter my old Get Go account number to book a flight. The system indicates it is invalid. I am uncertain whether I should input it each time I book online or if I should leave it blank, and the points will automatically be credited to my account.