Cebu Pacific Airlines Customer Service Issues

My friends and I reserved a flight using his email address, attempting to book 20kgs round trip for 3 people. Initially, the total showed [redacted] pesos. However, just before payment, a warning appeared that it would be non-cancellable if added on. After completing the payment, the total doubled to 14,[redacted] pesos, and the baggage quantity was also doubled. We actually only intended to book one 20 kg baggage each round trip at [redacted] pesos each, making it a total of [redacted] pesos. To rectify, we request the cancellation of the extra baggage booking or alternatively, to modify it to one 20 kg baggage per person (3 people), totaling six bags, for the correct amount of [redacted] pesos. Thank you.

Dear Cebu Pacific, I hope this message finds you well. I am writing to address an issue with my booking made through CEB PASS yesterday, March 31, [redacted]. I utilized two separate email addresses for two bookings using a single bank account. While I received a booking reference for each transaction, my bank statement shows three deductions. Upon contacting Emirates NBD, they confirmed the triple charge on my card. They advised me to contact you to cancel or decline one of the transactions. I have provided the transaction details and approval codes from Emirates NBD for your reference. Kindly remove or cancel the highlighted transaction from your end, as it was not authorized by me. Card Name: Jovit Jalmasco Card Last Four Digits: xxxxxxxxxxxxx8625 Transaction Details: 1. Approval Code [redacted], AED [redacted].58 - Please decline this transaction from your side (PHP [redacted].80) 2. Approval Code [redacted], AED [redacted].19 3. Approval Code [redacted], AED [redacted].95 Your prompt attention to this matter is greatly appreciated. Thank you for your assistance. Sincerely, Jovit Jalmasco

Hello, I need assistance with recovering a cash transfer from my bank account to Cebu Air amounting to Php 3,[redacted].80. The initial transaction at 6:09 pm was invalid, resulting in a deduction from my account. A second transaction was made at 6:12 pm, but I did not receive a verification code for either transaction. Your help in resolving this matter would be greatly appreciated.

I would like to request a refund from your airline company. I noticed multiple transactions on my credit card for the same Super pass reservation made on March 31, [redacted]. When booking, I was not informed of multiple charges and only authorized a single payment of P2,[redacted].28 for the vouchers. I was surprised to see three charges for the same reservation on my credit card statement. This situation is concerning, and I am requesting a refund for the unauthorized charges promptly to alleviate the financial inconvenience and stress caused. Thank you for addressing this matter.

Hello Cebu Pacific, good day. I encountered a significant problem with the recent Ceb Super Pass offer. Despite purchasing 10 vouchers, I was unable to make a successful transaction due to the constant website crashes. After attempting to switch web browsers and waiting in the queue, I faced continuous payment errors. To my surprise, my credit card was charged four times, resulting in receiving two sets of vouchers. I will contact my credit card company to address the two extra charges that did not provide voucher codes for a refund. Regarding the second set of vouchers received via email, I would like to request a refund since I only require 10 vouchers. Alternatively, I am open to changing the passenger names on the additional set of vouchers. I am looking forward to your response on this matter. Thank you, Joel D.

I am Mohamed Ahmad Alqaisi, and I want to raise an issue regarding my bag being stuck at the Philippine airport since 3/28/[redacted]. Despite offering to pay by card, I was asked for cash, resulting in my bag remaining at your Philippine airport. I urgently request that my bag be sent to Etihad Airlines for the return to me. Contacting your Sydney office has been challenging as they have not responded. I seek prompt solutions regarding my baggage issue. Your journey may require a visa or transit visa. Rest assured, our Self-transfer Guarantee is in place with customer support available round the clock. Please see below details related to my flights: Amman - Riyadh FLIGHT F3 [redacted] Flyadeal Operated by: Flyadeal Departure: AMM Amman Queen Alia International Apt Jordan Monday, 27 Mar 16:10 Arrival: RUH Riyadh Saudi Arabia Monday, 27 Mar 18:30 Passenger Name: ALQAISI/MOHAMMED AHMAD Riyadh - Manila FLIGHT EY [redacted] Etihad Airways Operated by: Etihad Airways Departure: RUH Riyadh Saudi Arabia Monday, 27 Mar 22:50 Arrival: AUH Abu Dhabi United Arab Emirates Tuesday, 28 Mar 01:35 Passenger Name: ALQAISI/MOHAMMED AHMAD Mr. Abu Dhabi - Manila FLIGHT EY [redacted] Etihad Airways Operated by: Etihad Airways Departure: AUH Abu Dhabi United Arab Emirates Tuesday, 28 Mar 08:55 Arrival: MNL Manila Ninoy Aquino International Apt Philippines Tuesday, 28 Mar 22:00 Passenger Name: ALQAISI/MOHAMMED AHMAD Mr. Manila - Sydney FLIGHT 5J 39 Cebu Air Operated by: Cebu Air Departure: MNL Manila Ninoy Aquino International Apt Philippines Tuesday, 28 Mar 23:35

I am writing to request a full refund for a flight booked through your company with Booking #KWK3NB. My fiancée, whose deployment has been extended unexpectedly due to military service, is unable to attend the scheduled flight. As there is no confirmed end date for his deployment, I kindly ask for your consideration in providing a full refund without any additional fees. I have attached his military orders as proof of the extension. I appreciate your understanding and assistance in this matter. Thank you.

To whom it may concern, My fellow passengers and I were scheduled to depart on flight no. RM3E6H to Kansai airport at 1:55 pm, but the flight time was unexpectedly changed to 8:00 pm without prior notice. This caused us significant inconvenience as we arrived at the airport at 1:30 am with no available transportation. We had to wait unnecessarily, resulting in a wasted day of our itinerary and extra expenses on hotel accommodation. The lack of assistance or consideration from your end during this situation was disappointing, especially given the early arrival time in Osaka. Standing in the cold while waiting for a taxi, which ended up being costly, was an unpleasant experience. I urge you to acknowledge and review the impact of this incident on us as passengers, as it was disheartening to feel abandoned in such circumstances.

Good afternoon, I am reaching out on behalf of two passengers, Ms. T. M., an Australian citizen, and her sister, Ms. L. G. They have prepared an incident report regarding their inability to board their flight on March 31, [redacted]. Ms. M. was told she needed a visa for Vietnam, where they had planned a 3-day tour. The passengers were informed by your customer service representative that their tickets are still valid for travel within 30 days. The airline staff from Cebu Pacific refused their boarding due to the visa requirement. They have clarified that Australian citizens are granted a 15-day visa exemption in Vietnam. I would appreciate your assistance in addressing this matter.

I am experiencing an issue with the seat numbers for Flight Ref. No. ONB68E. I purchased the ticket through your GoEasy Bundle to ensure my family could sit together in one row. However, changes to the flight schedule have separated us, and now our seats are not together anymore. Could you please review the reference number and allocate any row where the three of us can sit together? I urgently need this resolved as our flight is on April 20th. Thank you.

I'm looking to update my personal information on my Cebu Pacific account. I've thoroughly searched the website but have been unsuccessful in locating the section to modify my details. I reached out to Charlie for assistance, but unfortunately, that didn't yield any results. The Settings option seems ineffective as well. Understandably, contact information can change over time. I'm wondering if there's a way to update my details without having to create a new account and losing all my existing Rewards Points. Can anyone provide guidance on this matter? Thank you.

Hello, I tried calling customer service but was on hold for over an hour before the call disconnected. Another individual mistakenly booked a flight for me to Cebu on May 18-21, [redacted], with booking reference IKZZ8N. I am currently overseas and need to cancel this booking, but I cannot do it online since it was not booked by me. I have been attempting to contact the airline to rectify this issue without success. I know that cancellations made within 24 hours of booking are usually free of charge, so I hope to resolve this soon. Thank you for your assistance.

Dear Madam/Sir, I hope this message finds you well. I am reaching out from the Ministry of Environment, Natural Resources and Energy (MENRE-BARMM) Internal Audit Division (IAD). I would like to request the Official Receipt (OR) for the plane ticket purchased by passenger A.C. Manuel for the following flight details: 1. Travel date: March 9, [redacted] 2. Airline: Cebu Pacific 3. Flight number: 5J840 4. Route: Tawi-Tawi to Zamboanga 5. Boarding time: 0750H 6. Seat number: 9C 7. Amount: PHP 4,[redacted] The passenger had to buy a new ticket at the Tawi-Tawi Airport front desk on the same day of 03/09/[redacted] due to the cancellation of her original flight with Philippine Airlines to Cotabato at 9:30 am (with a stopover) and then continuing to Manila at 11:25 am. Due to this unforeseen situation, I kindly request the OR for Alicia C. Manuel's Cebu Pacific flight with Flight number 5J840 on 03/09/[redacted], amounting to PHP 4,[redacted]. This is necessary for reimbursement of her airfare expenses in our office. Please send the electronic OR to the email addresses [redacted] or [redacted] Thank you.

I am Faiola Theresa V. Besana, a passenger traveling from Manila to Cebu on flight 5J561 on April 1, [redacted]. While on the plane, CebuPacific Staff asked for volunteers due to overbooking. I volunteered but unfortunately did not receive the offer of P3,[redacted] cash, a round trip ticket, and a hotel stay as I was placed on a flight that day without filling out the form. I visited customer service on April 17, [redacted], only to find out my name was not on the volunteer list in the system. Despite understanding the staff's busyness, it is disheartening that I missed out on the benefits due to not being properly listed.

Dear Cebu Pacific Air Customer Service Team, I am contacting you regarding a recent flight booking with your airline. After booking a flight and submitting payment, I attempted to add 20kg of additional baggage through your website. Unfortunately, an error occurred when I tried to proceed to the payment page, and my payment did not process. I tried to modify or cancel the booking on your website, but I could not locate these options. Consequently, I experienced difficulties checking in because the payment for the baggage was still pending, requiring me to make an additional payment. Despite showing proof of payment at the airport, the ground crew could not find my booking reference. I would like to request a refund for the duplicate payment I made. Please advise me on the necessary steps to address this issue. I anticipate your prompt response. Thank you for your attention to this matter. Best regards, C.

I purchased a Cebpass for my upcoming trip to PPS from Angeles. I prefer a direct flight from Clark to PPS, but when I attempt to book using my Cebpass, only connecting flights are available. Surprisingly, when I search for flights without using Cebpass, there are direct options. I'm puzzled about this inconsistency. I contacted their live agent, but they suggested booking a regular fare and saving the Cebpass for future travels. However, my intention for buying the Cebpass was for this specific trip.

I need to cancel the following flights: Booking reference: EFQTPM Departure: June 30, [redacted] (Davao to Manila) Passengers: R. Lacostales, R. Lacostales Returning flight: Booking reference: GG444J Departure: July 3, [redacted] (Manila to Davao) Passengers: R. Lacostales, R. Lacostales, R. M. Lacostales Booking reference: LJIWWD Departure: June 30 to July 3, [redacted] (Round trip) Passenger: R. Lacostales

I've been attempting to reschedule my flight from Manila, Philippines, to Sydney, Australia. My return date is currently set for May 31, but I need to change it to May 17. Despite efforts using the Chatbot "Charlie" and logging into my Cebu Pacific account, I have been unsuccessful in altering my return booking. I've also tried calling several phone numbers without success. Can you please provide me with a contact number where I can speak with someone who can assist me with rebooking my flight? I am currently in the Philippines and require an earlier return to Australia. Thank you. Sincerely, E.V. Kelly.

I redeemed my Super Pass with reference number TIG53D yesterday, May 15, [redacted]. I used it for a trip to Manila on June 10-12, [redacted]. I paid the balance with my Citibank credit card. However, I encountered issues with the pin confirmation process. Each time I entered the pin sent to my cellphone, it disappeared from the screen without warning. Even after trying again, the same problem occurred. Upon checking my account, I noticed that there were only 2 unredeemed Super Passes left, including TIGK53. Despite this, I have not received any flight notifications or trip itineraries. I hope this issue can be resolved promptly. Thank you for your assistance. Regards, Ricardo C. Mayormita

Hello, I hope you're doing well! I encountered an issue with my booking yesterday where I received an error message stating "Unable to process transactions," which led me to believe the payment was not completed. However, to my surprise, when I checked this morning, my Cebu Super Pass Voucher was already marked as "redeemed." I'm seeking assistance on how to resolve this. Could you please guide me on how to complete the payment for my transaction and receive the reference booking details? My Cebu Super Pass Voucher code is HYTT2Y under the voucher number [redacted][redacted]. Thank you for your help.