Cebu Pacific Airlines Customer Service Issues

Dear Customer Service, I need your help with a booking I made on June 12, [redacted]. I just realized that I did not receive my itinerary receipt via email. For your reference, I booked the following passengers and paid using my BDO credit card on June 12, [redacted] with reference number [redacted]31: 1) Mauro Gastardo 2) Letecia Gastardo 3) Norjeco Narayola I would appreciate it if you could assist me in sending a copy of my itinerary via email. Thank you.

Hello, I purchased flight tickets via Trip.com. I now require a change in my arrival airport from Nội Bài HANOI International Airport to Danang Airport (DAD). My airline booking reference is RM6T6X. Return flight details: Sat, 11 Nov Manila to Hanoi 05:05 - MNL Ninoy Aquino Int'l Airport T3 07:40 - HAN Nội Bài Int'l Airport T2 Aircraft: Airbus A321neo I am wondering if it's possible to update this information. Thank you for your assistance. Best regards, Angelica

Hello! We are passengers from DBQ9KI Flights (5J913) that were canceled by your company. We are dissatisfied with the rescheduled date and being separated from our companion. We kindly request to be moved to the July 31, [redacted] flight, Flight No. 5J915 departing at 11:45 AM. The flight cancellation has caused us inconvenience and stress regarding hotel bookings and planned vacation leave. We hope for a prompt response and resolution to this matter. Thank you.

Dear Cebu Pacific, I am writing to share my disappointment with the challenges my wife and I faced on our recent flights with your airline. Our return flight from Cebu on April 25, [redacted] (Flight No. 5J [redacted]) was delayed significantly, causing inconvenience. The compensation provided, a pack of skyflakes and a bottle of water, felt insufficient, though we understood the circumstances. Our frustration continued during our trip to Japan on July 6, [redacted], for our honeymoon. Due to a terminal mistake, we missed our Flight No. 5J [redacted]. Despite our efforts to explain to the staff at the check-in counter, we were denied entry, only offered a 40,[redacted] pesos flight for the next day. We were left to handle the situation on our own. The contrast in treatment between the delayed flight and our situation created stress and disappointment. We are seeking fair compensation for our losses and hope for a resolution to restore our trust in Cebu Pacific. We await your prompt response. Regards, Jacob A.

Dear Cebu Pacific, I am writing to express my disappointment regarding the recent experiences my wife and I faced while traveling with your airline. We booked a trip to Cebu from April 21 to 25, and on our return flight, April 25, [redacted], Flight No. 5J [redacted], we encountered a substantial delay of nearly 4-5 hours. The compensation provided, consisting of a pack of skyflakes and a bottle of water, felt insufficient considering the inconvenience. On our subsequent trip to Japan on July 6, [redacted], for Flight No. 5J [redacted] departing at 9 PM, we accidentally went to the wrong terminal, arriving late at 8:18 PM, just minutes after the check-in counter closed at 8:20 PM. Despite explaining our situation, we were denied boarding and offered an expensive next-day ticket without assistance in finding a better option. We urge you to address this matter promptly and provide fair compensation for our losses. We expect Cebu Pacific to take this seriously and resolve the issue to restore our trust in your customer service. Sincerely, Jacob Abaya

I was denied boarding on Cebu Pacific Air flight 5J751 to Ho Chi Minh on July 08, [redacted] due to a technicality. My US passport's expiry date did not match the date on the E Visa Number E230703USA[redacted]4. I provided correct passport details during the visa application. Cebu Pacific requires matching dates. They contacted Vietnam Immigration but haven't heard back, leading to my denial. I remained hopeful until boarding closed but no response came. I'm eager to know if Cebu Airlines received any updates from the Vietnamese immigration authorities so I can rebook my flight for tonight.

Good afternoon Cebu Pacific, I would like to raise a concern regarding my baggage that did not arrive in Tuguegarao City from Manila. I have already filed a complaint at the Departure office in Tuguegarao as the line was busy. They mentioned that nobody is responding to emails or calls. My reference number is [redacted]. Here are the flight details: Flight No. 5J [redacted], Boarding Gate TBA, 1 piece of checked baggage weighing 20kg. The bag identification tag details are as follows: Passenger Name: Lanie, Bag Tag: ONAS CHAROL, Flight: 5J [redacted] on 09 Jul to DPL. Thank you.

Hello! I would greatly appreciate some assistance. I bought the Superpass last March and recently received an email notifying me that it will expire in 18 days. I was under the impression that I would be able to redeem it until April [redacted]. According to recent news, I understand that Cebu Pacific has eliminated the expiration date for its travel fund, extending the validity of travel vouchers to 18 months to improve customer service.

Good day, I'm Jennifer Arpon, wife of Dragce Jovanovic. We were passengers on Cebu Pacific flight number 5J18 from Manila to Dubai. We checked in baggage weighing about 14kg under my husband's name, Dragce Jovanovic, with baggage number [redacted]. Unfortunately, upon arriving in Dubai, we weren't able to collect our luggage in time due to a tight schedule. We kindly request your assistance in getting our baggage to Serbia Airport. We are prepared to cover any associated fees. Thank you and God bless.

Good day, I am Jennifer Arpon, a passenger on the Cebu Pacific flight yesterday, July 9, [redacted], departing at 10:25 am from Manila to Dubai. Upon arrival at Dubai Airport, we were unable to collect our baggage weighing approximately 14kg under my husband's name, Dragce Jovanovic. We processed the payment for this baggage at the Manila Baggage Casher with baggage number [redacted]. We kindly request your assistance in transporting our baggage to Belgrade Airport. We are prepared to cover any associated costs. Thank you and God bless.

On June 7, I purchased two tickets from Dubai to Boracay through your airline. Unfortunately, I did not receive a visa for the Philippines. I am looking to either change the destination or convert the funds into your system. I understand your policy on ticket replacements, but without a visa, I am unable to travel to the Philippines. Kindly assist me in adjusting my tickets to a different country to avoid losing the money spent. Avoid directing me to the hotline as it has been unresponsive, with the main office not answering calls and the live chat only providing automated responses.

I traveled from Dubai to Hong Kong via Manila on July 11th and unfortunately, my luggage was lost. The details of my missing bag are as follows: XH963302, a black carry-on with white tapes. Although I filed a report (HKG5J07038(B)), I haven't received any updates yet. I'm hoping to know the status of my suitcase and when it will be sent to me in El Paso, Texas. Thank you.

I have an old Cebu Pacific Air account under the email address [redacted] which I can no longer access. I created a new account with the email [redacted] My upcoming flight to Vietnam on July 19 is linked to the old account and I need help transferring it to my new account. It's important for me to receive check-in status, updates, and the boarding pass correctly.

Good day, I wanted to notify you that I had booked a 32kg baggage allowance for my return flight from BKK to MNL on July 22. Despite confirming the booking and making payment with my credit card, this booking did not reflect correctly on my Itinerary receipt. Instead, it was booked for my flight from MNL to BKK on July 18. I was surprised to encounter the same error when I rebooked it. I would appreciate it if you could rectify my booking to ensure I have the 32kg baggage allowance for my flight from BKK to MNL. I kindly request a prompt resolution as my flight is scheduled for next week, and the amount has already been charged to my credit card. I have attached the necessary details for your reference. The necessary correction is as follows: Change the (2) 32kg Baggage for H.G. from MNL to BKK on July 18, [redacted], to (2) 32kg Baggage for H.G. from BKK to MNL on July 22, [redacted].

Subject: Urgent Inquiry about Missing Baggage Dear Sir/Madam, I am reaching out regarding the Property Irregularity Report we submitted this afternoon for our delayed or missing baggage. We traveled today, July 17, [redacted], on flight 5J [redacted] from Laoag to Manila at 6:00 AM, followed by a connecting flight from Manila to Cebu on flight 5J [redacted] at 10:00 AM. Upon arrival at Cebu International Airport, we discovered that our 2 bags were missing. We promptly contacted Cebu Pacific Luggage Unit to report the issue, and they mentioned a possibility that our luggage may have remained in Manila due to the high volume of passengers and their belongings. Given our short stay in Cebu for only 3 days before returning to Laoag Ilocos Norte, it is crucial for us to locate our baggage promptly. We are eagerly awaiting positive news and hope for a resolution soon. For updates or assistance, please contact me at 0[redacted] or via email at [redacted] Thank you. Best regards, Ma. Cristina T. Palma

Hello, I made an error in my flight booking from Shirgao city instead of Shirgao island. I realized the mistake promptly and tried to cancel the flight within two hours. Unfortunately, the system did not allow me to cancel for a refund. The booking number is GMD2VX - KOROT. I would appreciate a refund for the canceled flight since it was done immediately and did not cause any inconvenience. Thank you. - RK

In April, I booked a flight from Davao to Zamboanga and back, intending to change it later. I never received a notification about the change I supposedly made, so I assumed it wasn't altered. On the day of my original flight, I encountered confusion at the Cebu Pacific counter. Eventually, after consulting with a supervisor, they informed me that my flight had indeed been changed, and I needed to pay for this alteration. Reluctantly, I purchased another ticket to board the same flight I intended to be on and was charged for the previous booking change as well, totaling more than 6k. This situation felt like a rip-off. Observing similar issues with other passengers, I hope for a refund or a travel credit. I possess a receipt for the payment.

I had flights scheduled from Dipolog to Cebu and back on July 25 and 28, but they were canceled and changed to Ozamis to Cebu and back on the same dates. I decided to cancel the flights and opt for the travel fund, but I found the process confusing. When I checked the travel fund, I couldn't see that it was successful. Then, when I went back to manage the booking, I saw that it showed I confirmed the changed flight. Unfortunately, the option to cancel the flight was no longer there. I need assistance on how to select the travel fund option.

Subject: Urgent Attention Required: Luggage Not Delivered to Manila Dear Customer Service, I am Amanda Sebola, writing to address an urgent matter regarding my luggage. Unfortunately, on the 25th of July, my suitcase did not arrive in Manila, Philippines, on flight 5J187 from Incheon Airport. I am concerned about the whereabouts of my belongings and would appreciate any updates or information regarding this situation from Incheon Airport. I am disappointed with the service received thus far, as the delay has inconvenienced me greatly. I kindly ask for immediate attention to this matter for a speedy resolution. Your prompt assistance and communication on this issue would be highly valued. Thank you for your attention, and I am eagerly awaiting your response. Warm regards, Amanda Sebola

Dear Sir/Madam, I hope this message reaches you in good health. My name is Amanda Sebola, and I am contacting you regarding my missing suitcase that was supposed to reach Manila, Philippines, on flight 5J187 from Incheon Airport. I am reaching out to inquire about any progress made by the Incheon Airport team regarding the location of my luggage and the current status of the situation. I am disappointed by the service I have experienced so far, as the absence of my suitcase has caused both inconvenience and distress. I urge for immediate attention to be given to this matter for a swift resolution. I would greatly appreciate any assistance and updates you can offer on this matter. Thank you for your consideration, and I anticipate your prompt response. Best regards, Amanda Sebola