Cebu Pacific Airlines Customer Service Issues

Good afternoon. I made a flight reservation on March 6, [redacted], from Bacolod to Manila with booking reference TD1SXY in the name of M. Flores. I then paid for it. Unfortunately, the flight was canceled by Cebu Pac and they presented alternatives. As there was no option for a cash refund, I had to convert the amount into a travel fund. Now, I would like to use this travel fund to reserve a flight from Bacolod to Manila for another individual, not M. Flores. Could you please advise me on the next steps? Your prompt response would be greatly appreciated as I need to make the booking soon. Thank you. - A. J. Adamos

Hello, I would like to address an issue we had with our flight on Viet Nam Cebu Pacific. Here are the specifics of our situation: Flight Date: July 28, [redacted] Flight Time: 1:15 am Flight No.: 5J [redacted] Number of Passengers: 6 Upon arrival at Tan So Nhat Airport, we weighed our carry-on and laptop bag containing our personal items and gadgets per the airline's guidelines. I made sure to review the regulations on your website, indicating that the personal bag should fit under the chair, leading me to believe our carry-on weight would not exceed the limit. Unfortunately, our group exceeded the weight limit of 7 kilos as the staff included the weight of our personal bags containing gadgets during check-in. Consequently, we were charged Php 13,[redacted] in total, with Php 4,[redacted] for two individuals exceeding the limit. We inquired if we could adjust our booking as we were early at the airport at 10:00 am for our 1:15 am flight, but were informed it was too late, resulting in an over baggage charge. Despite our confusion, the staff only provided us with the option to pay in Philippine Pesos amounting to Php 4,[redacted] each. We did not receive a receipt for the over baggage fee, necessitating a return to the Cebu Pacific check-in counter. After consulting your website, we confronted the staff regarding the varying fees and categories of flights, highlighting the inconsistency in charges from 1,[redacted],[redacted] VND to 75 USD to Php 4,[redacted]. We were told that the fee varies depending on the country of destination, which was not clearly stated on the website. We expressed our disappointment with the lack of transparency and hidden information, especially considering that we adhered to the guidelines but were unexpectedly charged. We relayed our concerns to the Philippine Cebu Pacific staff, who verified our bag weights and advised us to contact customer service via email for resolution, which was not feasible at the time. We seek clarification on this matter in the hopes of resolving the issue promptly.

Subject: Request for Refund, Rebooking, or Name Change - Booking Reference UHFYKZ Hello Cebu Pacific Team, I am reaching out to request either a refund, rebooking, or a name change for my reservation reference UHFYKZ, which is scheduled for tomorrow at 12:30 PM, flight 5J [redacted] from Davao to Francisco Bangoy International Airport. Unfortunately, due to my grandmother's deteriorating health condition, we are unable to proceed with the trip as planned. Her limited mobility and doctor's recommendation against air travel are the primary reasons for our cancellation. I am seeking your assistance in exploring the available options for either obtaining a refund, rescheduling the flight, or transferring the ticket to another passenger. If a refund is feasible, I would appreciate prompt processing. If rebooking or name change is more viable, kindly provide the necessary steps to proceed accordingly. Thank you for addressing this matter with prompt attention. I look forward to your guidance on the best course of action given the circumstances. Best regards, CJAP

Good evening. I noticed that there was a duplicate charge on my debit card on July 29 after making a payment for my booking with reference no. CM996U totaling [redacted].08 for my Manila-Bohol and Bohol-Manila flights booked using my Ceb-Pass points. I have proof of the correct charge in the emailed itinerary. I have contacted customer service through messenger, but despite being told that an email would be sent, I have not received any communication yet.

Hello, good afternoon. I noticed that my debit card was charged twice on July 29th after I paid for my booking with reference no. CM996U, totaling $[redacted].08 for my Manila to Bohol and Bohol to Manila flights that I redeemed using my Ceb-Pass. I believe this should have only been a single charge which you can confirm by checking the itinerary email you sent. I have already contacted customer service through messenger but have not received any resolution yet. I am still waiting for the email promised by the agent. I am seeking a refund for the duplicate charge.

Hello, I would like to report an issue I encountered with my flight. I arrived 10 minutes late for check-in, and the counter staff directed me to the Cebu Pacific office at the airport to rebook my ticket for a later flight. I visited the office and requested to rebook my ticket for the next available flight. I was under the impression that there would be no additional fees or charges to rebook, considering I had already paid for my original ticket. However, I was informed that I needed to purchase a new ticket, which seemed unnecessary since I had already paid for a ticket. I would appreciate your assistance with this matter.

I was charged an "insurance" fee by Cebu Pacific for my flight from Camiguin to Cebu on 03 August [redacted]. Despite having coverage through my credit card, I was automatically billed for this additional insurance without my consent. My booking reference number is SBS69L. I am seeking a full refund for the insurance charge as I did not request or want this service. I appreciate your prompt assistance in resolving this matter. Best regards, Owen P.

Subject: Request for Extension of Travel Fund Validity Dear Sir/Madam, I am writing to request an extension of the validity of our travel funds. Unfortunately, due to unforeseen circumstances and ongoing challenges, my wife and I have been unable to utilize them as intended. Despite numerous attempts to reach out to your hotline numbers, we have been unable to connect with a representative. We received notifications reminding us of the impending expiration of our travel funds, but various difficulties have hindered our ability to use them within the given timeframe. Issues with our factory and the hospitalization of my mother-in-law have demanded our full attention and resources, leaving us unable to plan for leisure activities like travel. We kindly request an extension for our travel funds, and we hope for your understanding and consideration in this matter. We have always appreciated the service provided by Cebu Pacific and value your assistance in resolving this issue. Thank you for your attention and support. Sincerely, Dr. Frederico Eduardo M. Abella

Hello, on June 14, we traveled to Boracay, and our return flight to Manila was scheduled for June 16. However, the airline informed us via email that they rescheduled our flight for the next day. They apologized for the inconvenience by issuing us a roundtrip voucher for any domestic destination, valid for six months. Unfortunately, we are currently unable to access the voucher as we are receiving a message stating, "we don't have any voucher available from your office." We would appreciate speaking with an agent to address this matter further.

I had a memorable flight last August from Singapore to Manila. The journey started with a delay at 1:35 am due to an air conditioner issue, resulting in a 3-hour wait. Unfortunately, supplies ran out during this time due to distribution issues. Upon reboarding, the pilot announced another delay, prolonging our exhaustion from the initial 1:35 am arrival at 7 pm. Although promised free accommodation upon landing, this did not materialize. The provided Wendy's meal was overly salty and tough, adding to the disappointment. This experience with the airline was distressing for my children and me. Clear communication and support were lacking, leaving passengers stranded without proper assistance or answers.

Hello! I attempted to reschedule my flight using the Cebu Pacific app but did not complete the process and closed the application. I assumed my original flight schedule remained unchanged. My original flight is Scheduled for Today, August 6, [redacted], at 3:35 pm. I am currently in Manila. Upon heading to the airport, I checked the Cebu Pacific app and noticed a pending payment for the re-booking I tried to make for August 14, [redacted]. I mistakenly thought it did not reach the payment phase, but unfortunately, it did. I have not received any email about the unpaid amount or changes to my booking. I urgently need to board my original flight today, August 6, [redacted], at 3:35 pm. Thank you for your understanding and prompt assistance.

Dear Cebu Pacific Air, Greetings! I am writing to inquire about the possibility of purchasing additional baggage allowance for my upcoming flight with Cebgo. I will be traveling from Amsterdam to Manila on the 21st of August with Etihad Airways and have a connecting flight to Bicol on the 23rd at 03:35 in the morning. Unfortunately, my initial booking did not include check-in baggage, granting me only 7kg of hand baggage. Despite my flight from Amsterdam allowing 30kg, I am concerned about the lack of baggage allowance for my domestic flight. I have tried adding extra baggage online without success. Since I will have an additional checked bag from my international flight, I am worried about the excess weight and the souvenirs for my children. Can I purchase extra baggage allowance upon my arrival at Manila NAIA Airport on the 22nd of August? I am looking forward to your prompt assistance. Thank you in advance. Warm regards, Patrick Laumans

Hello, I am Evelyn. I booked a ticket for my niece, Rhianna Villanueva, 15 years old, from Dubai to Manila on August 6, [redacted]. The flight departed at 10:10 PM Dubai time and arrived at Ninoy Aquino International Airport at 12:05 PM Philippines time. I am disappointed because she did not receive the food I paid for. Additionally, her seat was changed not just once, but three times. As she is a minor, no one assisted her or checked if she needed help. What kind of service is this? Please provide a valid explanation. My email address is [redacted].

Hello, I am concerned that we were not able to proceed with our flight to Hong Kong last August. We were already at the NX airport with a boarding time of 7:25 am when a relative encountered a problem which prevented me from flying as well. I visited the Cebu Pacific office to have our tickets rebooked, and they said it could be done online. However, when I tried to do it online, I couldn't access our booking reference ID anymore. What should I do because we are eager to leave? Thank you for your prompt response.

My cousin from Manila was visiting Ho Chi Minh City for a week. He was scheduled to fly back on August 8 at 10 pm from Ho Chi Minh airport. I have not heard from him in almost three days, and I am concerned if he made his flight and arrived in Manila safely. His name is John James Santos Utulo, and he changed his flight to return earlier due to his mother's health. He arrived in Ho Chi Minh on July 31 on flight number 5J751 and was supposed to stay with me until August 15 before flying back on 5J752. Please help me confirm if he departed from Ho Chi Minh on August 8 and landed in Manila. I have been unable to reach him on his phones or any messaging apps. If he made it to the Philippines, I will contact the local authorities. You can reach me via email at janusz.gwiazda @yahoo.com.au or on my Vietnam phone at [redacted]. Thank you for your assistance, Janusz G.

I am experiencing an issue with my missing luggage from my recent flights from Butuan to Manila (Flight 5J794) and then to Tacloban (Flight 5J653) on August 11, [redacted]. My laptop charger is in the luggage, and it is essential for my work. I have already reported the case to the CEB Office at the airport and provided details about my blue luggage covered with rusty or orange maroon cloth. Please contact me through my messenger account, Lisa O Silvano, with any updates on my missing luggage.

We have requested a refund for Cathleen Kaye Enriquez's ticket with booking reference number [redacted] due to health issues. According to Cebu Pacific, the refund was credited to the account used for payment via gcash. They stated the refund was transmitted on July 15, [redacted]. Despite this, we have not received the refund. After filing a claim with gcash about the missing refund, they requested specific transaction details from us. Cebu Pacific, however, has not provided all the necessary information for the transaction, except for the refund date.

A friend is being asked to pay [redacted] pesos daily as interest for insufficient payment on her flight ticket. The ticketing agent is demanding an additional [redacted] pesos on top of the [redacted] pesos she already paid online for her Manila to Gen San flight. The agent is threatening her with blacklisting if she doesn't comply. The agent contacts her through Messenger using the screen name "Ticketing Aslaysa." My friend is willing to pay the 1k balance but not the extra 5k being requested. I am considering filing a complaint and want to know if the agent can cancel my friend's ticket if she refuses to pay the additional amount. I work for the Bureau of Quarantine at Terminal 1 and am eager to receive a prompt response. Thank you.

I'm having trouble accessing my account for several reasons: 1) My password was rejected during account creation due to not meeting the requirements 2) I'm unable to successfully activate my account even after multiple attempts 3) When trying to sign up again, I receive a message stating that the "account already exists" 4) I am unable to log in due to an incorrect password 5) Requesting a password reset does not result in receiving assistance.

Dear Customer Service, I, a single mother of two, booked the aforementioned flight with the PNR#. Due to flight changes, my passengers arrived at the counter at 6:02 pm for the 6:20 pm flight, missing it by only 18 minutes. Despite this minimal delay, they were not allowed to board and were quoted a total of P38,[redacted] for rebooking and new tickets. Facing urgent matters, I had to borrow money to cover this cost. The flight they eventually boarded departed at 9:38 pm, a delay of 23 minutes. I humbly request your understanding and assistance as the financial burden of P38,[redacted] is overwhelming for me as a single provider. Attached you will find the receipt and ticket for your reference. Any help in reducing this amount would be sincerely appreciated. I have faith that your company still cares for individuals like me who are struggling to make ends meet. I await your prompt response.