Cebu Pacific Airlines Customer Service Issues

I need to report a problem with my missing luggage on recent flights. My baggage was misplaced during flights 5J450 from Iloilo to Manila and 5J803 from Manila to Singapore on December 29, [redacted]. Although I arrived safely in Singapore on December 30, [redacted], my luggage did not. I promptly reported the issue at DNATA Singapore's Customer Services, but two weeks had passed without any updates. When I visited their office on January 15, [redacted], they claimed my baggage was delivered in December, which is untrue as I haven't received it. I was advised to wait for them to trace my luggage again. This delay has been incredibly stressful and inconvenient. Despite reading CEB's customer service plan, their handling of my case has been disappointing. Per their policy, I am entitled to compensation for the lost baggage after seven days. I expect the company to honor its policy and provide the compensation due. I look forward to a prompt resolution to this matter. Flight details: 5J [redacted] SIN, 5J [redacted] MNL, PNR no. ENZDVE, Bag Weight 20Kg, SIN [redacted], PIR AHL SIN5J12073. Regards, S. Pulmones

I made a flight booking from Cebu to Hong Kong for five people with booking reference ZKSRGA on the Cebu Pacific website. The names are as follows: 1. Rowee Ann Encabo 2. Cromwel Encabo 3. Marilou Encabo 4. April Encabo 5. Nikk Angelie Plarisan Then, separately, I booked a spontaneous flight from Manila to Hong Kong for my sister and her boyfriend with the following names: 1. Wendy Rose Encabo 2. Jacob Immanuel Tabaranza However, after completing the transaction, the itinerary I received was incorrect. The Manila to Hong Kong flight for my sister and her boyfriend was missing. The itinerary included the wrong names and flight details: Cebu to Hong Kong: 1. Wendy Rose Encabo 2. Jacob Immanuel Tabaranza 3. Marilou Encabo 4. April Encabo 5. Nikk Angelie Plarisan Instead of: Cebu to Hong Kong: 1. Rowee Ann Encabo 2. Cromwel Encabo 3. Marilou Encabo 4. April Encabo 5. Nikk Angelie Plarisan And Manila to Hong Kong: 1. Wendy Rose Encabo 2. Jacob Immanuel Tabaranza I appreciate any assistance in resolving this issue. Thank you for your help.

Hello, I am Mr. Serero. I booked a flight for two from Manila to Cebu for the 24th of February on flight 5J569 with booking reference NEE7US. I made a mistake and intended to book Cebu to Manila instead of Manila to Cebu. Is it possible to cancel this flight and rebook for the same day from Cebu to Manila? Thank you, Mr. Serero.

Passenger names: J. Anunciado & J. S. Montera Booking number: GN46HE I attempted to change my flight but upon seeing the cost, I've decided not to proceed. The flight status shows pending. Kindly cancel my rebooking and keep my original flight with confirmed status. Contact number: [redacted]3

I returned to Iloilo last night, landing past 8 pm. Upon arrival at around 9:30 pm, I was shocked to find out that my checked-in baggage was missing. A staff member indicated that my luggage was left in Manila and did not make it onto the plane to Iloilo. The Cebu Pacific employee mentioned that there were no more flights to Iloilo last night and assured me that my baggage would be delivered to Iloilo first thing in the morning. They informed me that my luggage should arrive in Iloilo around 5 pm today, but there have been no updates as it's already past 7 pm. I have been attempting to contact them, but my calls remain unanswered. My kids' books are in that missing bag, and with exams approaching, my child has no study materials.

Hello, I am inquiring about the rights regarding a canceled flight that has significantly impacted my travel plans. I am now facing a wait of over 18 hours at my first connection and an additional 11 hours at my next stop. I was also subjected to a fee for changing my third connection flight. I would appreciate detailed information on the entitlements I have for accommodations and reimbursement of additional expenses from the airline. Despite the cancellation occurring over 14 days in advance, the delay in reaching my final destination exceeds 24 hours. While the flight changes were executed smoothly, the extensive waiting times at airports have greatly disrupted my journey. Any guidance on this matter would be greatly appreciated.

Hello, I hope you are doing well. I am writing to share my recent experience with booking a round-trip flight. On January 22, I made the reservation and later received an email on February 9 regarding a flight time change for my MNL-ILO trip. I clicked the "ACCEPT CHANGES" button. Subsequently, on February 10, I received an email stating the cancellation of my ILO-MNL flight. Three options were offered: rebooking, refund, or travel fund. Due to the term "CANCELLED," my mother panicked and rebooked her May 6 ILO-MNL trip from 9:50 am to 11:20 am incurring charges. We were not provided with a new rebooked time for ILO-MNL associated with reference VCY8ML. The MNL-ILO-MNL flight time was adjusted with the "ACCEPT CHANGES" button under VCY8ML, unlike UY8FTR. Can you clarify why the email subject stated "cancelled," causing confusion for my mother? Could there be a way to reverse the charges due to possible timing issues affecting email notifications? Your prompt attention to this matter is greatly appreciated. Thank you.

Good afternoon, I am Cherelyn Brignas, a passenger who booked a flight with Cebu Pacific to Japan with Booking Reference Number QEJWKP, with a connecting flight via Manila. I added baggage for myself and my co-passenger Chloe Saspa but due to a poor internet connection, there was a mistake in the chosen kilos. For me, it shows 2 bags (20KG each) instead of an upgrade to 32KG with 1 bag and 7KG hand carry. For Chloe Saspa, it shows 1 bag (20KG) and 1 bag (32KG) instead of just an upgrade to 32KG with 1 bag and 7KG hand carry. I hope this clarifies the issue, and I look forward to a resolution. You can contact me via email at [redacted] Thank you.

I experienced issues making two bookings as detailed below. However, I received notifications from my bank stating that the payments for both bookings went through and have been deducted. I kindly request your attention to this matter for necessary actions and a refund. Sultan AlBusaidi Issue 1: Dear Sultan, We regret to inform you that the payment for flight changes and/or add-ons related to booking reference number TMSBQX did not go through successfully. Please be advised that prompt action is needed for your flight to CEB. Manage your booking online and select 'Pay Now' to settle the remaining balance of PHP 6,[redacted].12 within 15 minutes of receiving this notice. Thank you! Issue 2: Dear Sultan, We regret to inform you that the payment for flight changes and/or add-ons related to booking reference number MKJ9XA was unsuccessful. Please be advised that immediate attention is required for your flight to CEB. Manage your booking online and choose 'Pay Now' to settle the remaining balance of PHP 7,[redacted].12 within 15 minutes of receiving this notice. Thank you!

Hello, I am reaching out to address an issue I encountered with a recent ticket purchase. On 12/28/[redacted], I attempted to buy a ticket for Php [redacted].88, but your app malfunctioned, indicating a payment failure. I later bought another ticket successfully but was still charged for the initial failed transaction. Despite contacting your online support and visiting a branch, I was unable to locate the first payment in your system. I raised a dispute with my bank, and after two months, they informed me that your company stated both purchases were provided. However, I did not receive anything for the first transaction as it did not process, and I did not receive a confirmation email or ticket. Therefore, I am requesting a refund for the initial payment of Php [redacted].88. The booking reference for the successful purchase was KKQ95K. Thank you. Sincerely, Zdenek Duda

Hello! I am Rina Marapao. I encountered a problem while booking my flight on February 22 at around 11 pm. After entering my OTP pin, the page was stuck loading for over 30 minutes. Later on, an error message popped up saying, "sorry, we have trouble loading this page." The system only resumed at 6 am, by which time the full payment of "7,[redacted].56" was deducted from my bank account. I have attached photo proof below. However, I have yet to receive any email or confirmation of my itinerary and booking reference number. The provided booking reference number did not work on the manage booking webpage, even though the payment was made. I am seeking your assistance in resolving this issue promptly. Additional Information: Name: Rina W. Marapao Booking Reference Number: [redacted]11 Email Address: [redacted] Round trip ticket details: April 8, [redacted] (8:25 pm - 10:00 pm, 5,[redacted].44 pesos) & April 15, [redacted] (9:40 pm - 11:10 pm, 1,[redacted].12 pesos) I greatly appreciate any help you can provide. Thank you.

Dear Customer Service, I am reaching out regarding my lost baggage. I have attached the luggage certificate and also informed you that the luggage tags are in Sydney. Unfortunately, there was an inappropriate response from your staff when my husband was asked to go to the Sydney airport. To facilitate a resolution, I kindly request the following actions: 1. Contact your Sydney business to determine why the luggage was late and its current location. 2. Ensure the luggage is boarded on a flight; provide flight details for tracking. 3. Inform me about the flight to Manila for awareness. 4. Update me on the flight to Cebu and expected arrival time. 5. Contact me with delivery details to Cebu Airport. I expect clear communication and support, as I have paid a premium for baggage services. Thank you.

Dear Customer Service, I recently had to cancel my booking for a flight from Davao to Cebu on March 20, [redacted] (PNR: IJ7V4) and returning on April 21, [redacted] (flight 5J599) under the names Gyp Z Flores and John Lupton. I would like to transfer the booking fee to my Travel Fund Account No [redacted]. The flight was originally booked through a third party, lastminute.com, along with return flights to Seoul (Incheon) on the same dates, booking reference No. ZFE9SC. I successfully canceled the Seoul flight and transferred the fee to my travel fund, but I have been unable to do the same for the Davao to Cebu leg of the trip. I have attempted to cancel the Davao to Cebu flight via the website using the "manage booking" option to convert it to travel fund, but the transfer is not reflecting in my travel fund account. Thank you for your assistance in this matter. Sincerely, Gyp Z Flores

I had to reschedule my booking from today to tomorrow. When I tried to change the slot, my preferred time was not available on the site, so I selected an alternative one. However, after an hour, when I checked again, my initial preferred time was now open. I would like to switch back to my original choice without incurring any additional charges, as it wasn't my fault that I had to make the initial change.

Hello, my name is Humble Wellington. Unfortunately, I left my wallet on flight DG6245, specifically on seat 17D, during the Manila to Caticlan journey on March 13, [redacted], at 4:15 pm. The missing wallet is black leather and contains my debit and credit cards, ID, as well as approximately $45 USD, 8,[redacted] PHP, 10 euros, and some Colombian pesos. Right now, I am in Boracay staying at Oasis Resort and Spa. I have no cash with me and am unable to pay for anything. Please let me know if my wallet has been found and provide instructions on how I can retrieve it. Email is the preferred method of contact or a call via WhatsApp if possible.

I purchased a ticket from Jakarta to Dubai through Kiwi.com with Cebu Pacific. Unfortunately, Cebu Pacific canceled the flight and provided me with one option which I accepted. Just as I was about to check in, they are requesting an additional USD [redacted].39 for a flight that I have already paid for. I am perplexed as to why I am being asked to pay again when it was the airline that canceled the flight. I have attempted to reach them using their telephone numbers without any luck. I am truly frustrated with this situation.

Hello, I am Irene Munoz, a travel agent from Unified Products & Services. I am seeking assistance with correcting a misspelled name for my passengers Alvaracin, Maricel Ms. and Alvaracin Qaila Qezzieh Mae Ms. The booking was made for a flight from Davao Airport to Manila on March 17, [redacted]. I inadvertently misspelled their family name as Albaracin due to a typographical error. I would appreciate your help in rectifying this mistake. Thank you, and I look forward to resolving this matter. God bless.

To Whom It May Concern, I am still waiting for a response regarding the transfer of my guest, Cesar Teves, to his son, Philipp Ariel Teves. The booking reference number is OMJ9HH, registered under my name, Lorraine De Arco. The chat session number is [redacted]. Despite attempting to contact Ceb Pac through four different hotlines, I have been unable to speak with a live representative. I urge you to keep me updated as I would like to avoid the ticket going unused. Due to my uncle, Cesar's, sudden illness, he is unable to travel at this time. Thank you, Lorraine De Arco

I bought 6 CebuPass vouchers yesterday but encountered a problem during payment on the app. Despite this issue, I assumed the transaction failed and tried again, successfully purchasing 6 more vouchers. However, upon checking my card, I noticed two charges. When I contacted my bank, they explained that Cebu Pacific had charged me for the first attempt without confirmation, leading to the need for a dispute to be filed with the airline's office.

My friends and I booked a flight using his email address and attempted to reserve 20kgs roundtrip for 3 individuals. Before proceeding, the total showed [redacted] pesos, with a warning that adding the baggage couldn't be canceled. After payment, the amount doubled to 14,[redacted] pesos, and our baggage allowance also doubled. We intended to book only one 20kg baggage per person for a total of [redacted] pesos. Please adjust our booking accordingly for 1 bag per person for the roundtrip. The booking is under my friend, [redacted], but you can contact me at my email provided below. Thank you.