Cebu Pacific Airlines Customer Service Issues

On February 19, [redacted], I bought a ticket for my spouse with booking reference FH3VRA and order number KTWHSA for $[redacted].30. I got a booking confirmation via email. We traveled on March 3, [redacted], and discovered he was double-booked. I emailed Gotogate on March 3, [redacted], and was told to wait for a response by March 19. When I didn't hear back, I called on March 20, and was informed to contact the airlines. On the day of our flight, the staff member helping us realized the double booking due to a similarity in names and birthdays. Reviewing my credit card statement, I saw two charges: $[redacted].87 and $[redacted].04. Can a refund of $[redacted].04 be processed? Looking forward to a prompt response. Thank you.

Dear Cebu Pacific, I am writing to request the cancellation of booking references [redacted]8 due to a double booking error on my end. I received two booking confirmations, with the second one ([redacted]8) being a duplicate due to a system error during online payment. Unfortunately, my bank charged me twice for the same booking. I have tried contacting your hotline multiple times without success and visited the Davao ticket office, where I was unable to receive assistance. I was advised to go to the airport for a refund, but this process has been quite inconvenient for me. Please assist me in canceling the duplicate booking for a refund promptly. For further communication, please email me at [redacted] or reach me directly at [redacted]6. I anticipate your prompt response.

During our early check-in for the 5J326 Legazpi-Manila flight, our group requested aisle seats due to my claustrophobia and to be seated together. However, we were assigned a window seat and separated. Upon inquiring later, it was mentioned that no aisle seats were available, although I overheard another passenger receiving one. It seems there were seats together, but we were not accommodated accordingly. I feel let down by the ground staff's handling of our requests as there was no communication or sensitivity shown. When voicing my concern, the staff seemed indifferent and lacked courtesy. I urge the airline to improve training for staff to better understand and address customer needs respectfully.

I am writing regarding my experience on flight #5J973 on March 31, [redacted], scheduled to depart from Manila to Davao. I arrived early at 3:30 pm to check in, unsure about my baggage allowance. I was asked to pay P1,[redacted] for not having baggage allowance. Despite wanting to pay online for a lower fee, I was instructed to pay immediately. I complied. During the 2-hour delay and boarding, I noticed numerous passengers carrying hand luggage without additional charges, while my smaller bag incurred the fee. I remain hopeful for assistance in resolving this matter. I have attached a copy of the P1,[redacted] official receipt for your reference. Thank you, Marie Andre A. Hipolito PS: I filled out a complaint form at the check-in counter.

Hello. I'm reaching out regarding the experience my mom-in-law and her cousin encountered during their flight yesterday on April 2, [redacted]. They were traveling from NAIA 3 on Flight # 5J [redacted] at 1600H. The passengers are Elisa Sotayco and Christina Estrella, who are both SENIOR CITIZENS. Upon arrival at the airport around 3:45pm, just 15 minutes before the flight, they were processed by the check-in staff who told them they could make it to the boarding gate if they ran quickly. Despite being senior citizens, no assistance was provided. Unfortunately, by the time they reached the boarding gate, they were not allowed to board as they were considered late, and were advised to purchase new tickets. They were informed they couldn't rebook as they had checked in for the previous flight. It was distressing for my mom-in-law, causing palpitations, dizziness, and high blood pressure. It's concerning that they were checked in despite being late, leading to such a stressful situation. Urgent clarification on this matter is requested as I may need to seek medical help for my mom-in-law. Thank you.

I am Rodito G. Lobaton, Jr., a member of PDEA. I frequently travel between Manila and Iloilo for court duties, carrying my firearms for safety. On April 6, [redacted], during Flight 5J449, I encountered an issue with a duty guard named Mr. Joenas G. Sapa from Quickstar Security And Investigation Agency. He claimed that my Property Acknowledgement Receipt issued in [redacted] was invalid, stating it needed to be more recent. I explained that the PAR has no expiration date, only the ID and Letter Order. Despite my explanations, he insisted it was not valid, mentioning Cebu Pacific audits for expired documents. He made a remark about the firearms being free. I was disappointed with his handling of the situation. I later spoke to a guard in Iloilo on April 9, [redacted], who clarified that they only check for the Mission Order, Letter Order, and Identification Card. I hope Cebu Pacific can improve the training of their staff for better service.

Subject: Complaint and Request for Compensation Regarding Recent Trip with Cebu Pacific Dear Sir/Madam, I am writing to formally lodge a complaint and request compensation for the numerous inconveniences I experienced during my recent trip with Cebu Pacific. Booking Reference: AG75JQ I had booked a flight from Puerto Princesa to Denpasar Bali with a layover in Manila. Unfortunately, due to a more than 5-hour delay of my initial flight, I missed my connecting flight to Bali. Despite assurances from the Cebu Pacific crew, I was left stranded without a replacement flight. Subsequently, Cebu Pacific arranged for me to fly with Philippine Airlines to ensure I could reach my destination before my visa expired. Regrettably, the alternate flight was overbooked, causing further delays and stress. Moreover, as a vegetarian, I encountered difficulty in obtaining a meal during my wait in Puerto Princesa and had to purchase food at the airport. I seek reimbursement for this expense. Having familiarized myself with passenger rights and your service policies during my extended wait, I am requesting compensation for the extensive inconvenience and time lost throughout this ordeal. I kindly await your prompt response. Sincerely, Catarina

I am experiencing a significant problem with your airline. Earlier today, I booked flights from Cebu to Bali under the name Ria Manzanero. However, when attempting to make the reservation, I received an error message indicating the booking was unsuccessful for an unknown reason. Following the prompt to "try again" led me back to the booking page. After attempting the booking a second time using a different card, I encountered the same issue. Surprisingly, I have now received two itineraries. Upon checking both cards, I discovered that you are attempting to process payments from two separate cards for a total cost of £[redacted], potentially reaching £[redacted] or more. This situation is unacceptable as Ria Manzanero and Christopher Jenkins cannot possibly board the same flight twice. I urgently request that one of the bookings be canceled. Given the limited access to WiFi and service on the island where I am currently staying, I have been unable to contact you by phone. Please address this matter promptly to avoid any fraudulent activities related to the dual payments. Thank you.

Hello, this is Benjie Barredo from the City Government of Zamboanga, Zamboanga City. I made a flight reservation on April 7 for a flight from Zamboanga to Davao on April 9, [redacted], with the booking reference NBEMWF. I received a notification that my booking was declined. I attempted to contact your customer service numbers in Manila and Cebu, but I encountered difficulty reaching you. Due to the urgency of my travel, I had to make a new booking with the reference E&QI&L to secure a confirmed seat. Surprisingly, after some time, I realized that my initial booking had been confirmed. Could this issue be attributed to a system glitch on Cebu Pacific’s end? I am requesting a refund for my second booking as it appears to be a result of a system error. I look forward to hearing back from you, and a phone call would be greatly appreciated. Thank you.

I made a payment of P15,[redacted].84 at BDO-SM City in Cebu City today (April 24) for the flights I booked last night. The payment deadline for the booking was before midnight today. Despite paying at 2:37 pm, I have not yet received an email from Cebu Pacific regarding our upcoming flights scheduled for this Saturday, April 27. The flights are from Cebu to Davao for one passenger and from Cebu to General Santos City for two passengers. I returned to BDO SM at 5 pm to inquire about the lack of confirmation but was told that I should receive it by tonight. We are currently stranded in Cebu as our original plan was to fly to Aklan to visit my 80-year-old mother, but due to a canceled flight, we opted to return to General Santos City. I am concerned about the delay in receiving the confirmation email.

Dear Cebu Pacific Customer Service, I want to raise a concern about my flight numbered 5J [redacted] last Monday, which coincided with an earthquake causing multiple flight delays. When your ground staff announced free snacks (Jollibee), most passengers lined up promptly to receive them. I waited a bit before getting up. While still seated, I noticed some ground staff at Gate 3 distributing snacks not to passengers but to other staff. When I approached them later to ask for my snacks, they mentioned they could only give snacks to passengers with a 3-hour delay. This left me feeling disappointed, humiliated, and confused as I thought I might have misheard the announcement. I then approached a passenger who showed me his boarding pass marked with a pen indicating he had received his snack. I borrowed it to show to the staff at Gate 3, but sadly, they refused to give me my snack. I am unsure if there were no more snacks available or for other reasons, but their reaction left me puzzled. I would appreciate an explanation from you on this matter. Thank you.

Good day! I would like to address an issue with my BPI credit card. On April 17, I purchased a ticket from Cebu Pacific. During the payment process, BPI notified me that the transaction couldn't proceed due to insufficient funds. Despite this, Cebu Pacific did not confirm the successful payment of my online booking. On April 22, I noticed that the amount of [redacted] was charged to my credit card. I need assistance with this matter. Please contact me at [redacted]2. Thank you! Best Regards, Rachelle G. A. I am requesting the cancellation of a flight that was charged to my credit card even though Cebu Pacific did not confirm the payment. Passenger Carlo B. A. Booking FFTS4Q

I arrived from Cebu today at 1 am and encountered several issues which need addressing. Firstly, the flight was delayed significantly, causing inconvenience as I was traveling with my child. Secondly, upon arrival, one of my check-in bags, containing perishable items, was missing. I only received my suitcase, while the other bag, weighing 9kgs and worth $5k in perishables, was nowhere to be found. Additionally, I am perplexed as to why the refund process for the missing items is in US Dollars rather than local currency. I urge the airline to improve its baggage handling procedures to avoid such situations and ensure all passengers receive their belongings promptly. The missing bag contains perishable goods, and it's crucial for me to receive updates promptly as it's approaching 24 hours since I last had information. This situation has caused me undue stress and inconvenience, especially with an event scheduled at 7 am today. I implore the airline to address this promptly to avoid any legal actions on my part.

Regarding Booking Reference: QK89VX I experienced significant inconvenience due to Cebu Pacific. Upon checking my email today, I discovered they had made an unauthorized change to my flight schedule. I was supposed to depart from Cagayan De Oro today, April 28, in order to attend a vital doctor's appointment at the VA Outpatient Clinic in Manila on April 29. This appointment was crucial for my 6-month check-up and to obtain the necessary medication I take daily. I am now forced to obtain my medication locally at a cost, whereas at the VA Clinic it is provided free of charge to me. Cebu Pacific's email mentioned options including a Full Refund, which was unavailable. They only offered a Travel Fund valid for 90 days. Additionally, they claimed to have issued me an e-voucher for a Round Trip ticket attached to my original booking record, which I did not receive. I also incurred expenses for two nights at the Copacabana Hotel in Manila, which I had already paid for.

Hello, I am writing on behalf of Mrs. Mellou Racal, wife of passenger Mr. John Mark Racal, who experienced the loss of his luggage in Bangkok, Thailand today. Despite being informed at NAIA that he could claim the luggage upon arrival in Bangkok, it did not reach its destination. I want to express our disappointment with the mishandling of passenger luggage by your airline, as it contains vital work documents and daily essentials for my husband. We are requesting information on the whereabouts of the luggage and are seeking compensation for the inconvenience caused to Mr. Racal. Once the luggage is located, kindly arrange for it to be returned to Dumaguete, as my husband is already en route and has work commitments tomorrow. You can reach me at [redacted]5. Please refer to the attached file for all details concerning Mr. John Mark Racal's flight. We anticipate and appreciate a prompt resolution to this issue. Thank you.

Subject: Urgent Flight Concern and Itinerary Inquiries I am writing to address the issues concerning my flight booking with Booking Reference Number IBB8HS. Given the various changes and cancellations, I am confused about my current booking status. I have attempted to reach out via email and have not received a satisfactory response. Although I am grateful for the assistance of K. Chua, I still require clarity regarding my flight itinerary and the redemption status of my travel vouchers. I would appreciate urgent attention to this matter as my travel plans are in disarray due to the sudden changes. Your prompt response is highly anticipated. Thank you.

Hello! I made a flight booking for my parents last Tuesday on your website with a credit card payment. Unfortunately, the system was slow, and I had to refresh the page multiple times. Upon checking with a relative who was also booking with Cebu Pacific, I realized my selected payment method was not successful, as I did not receive an itinerary via email. Consequently, I changed the payment to a 7/11 kiosk, and my parents paid the total amount. To my surprise, I received a text notification today from my credit card company confirming the successful transaction. I contacted the bank, and they mentioned that the overpayment needs to be refunded by Cebu Pacific to Metrobank credit card due to receiving two payments under the same transaction number. I arranged with the bank to deduct my bills once the refund is processed. I kindly request assistance on how to proceed with the refund. Thank you in advance for your help.

I had booked a flight for two people from Cebu to Bali and inadvertently paid for the Travel Tax, which as Mexican tourists we are actually exempt from. Despite requesting a refund in person at the airport and at Cebu Pacific offices and receiving a receipt, we have not received the refund back to our credit card as promised within 15 days. We are now seeking assistance and are willing to provide the receipt and flight confirmation (XFG63G) for Jose Alvarado and Paulina Coronel. The flight was on March 24th with the route Cebu - Manila - Bali on a single ticket. Your prompt attention to this matter would be greatly appreciated. Thank you in advance for your help and we look forward to your response.

I made a flight booking for April 29, [redacted], departing on May 9, [redacted], and returning on May 20, [redacted]. However, I later received an email from Cebu Pacific stating that my flight was canceled and rescheduled for May 13, [redacted], a date that does not work for me as I had already arranged leave to visit my province in Bicol. I have been trying to contact you through phone and Facebook, but I have been unsuccessful. I am looking for a full refund for my flight if I cannot get it back to the original dates. Please reach out to me promptly as I need the refund to make alternative travel arrangements.

I am traveling from Cairns, Australia to Puerto Princesa to volunteer in local villages, aiding kindergartens and high school students. I am a year 11 student in Cairns and want to raise funds to purchase oral hygiene and school supplies for the children in The Philippines. Having lived in a provincial Filipino village during kindergarten, I recall the joy of receiving basic oral hygiene items in school. I aim to provide the same support to the schools I will be working with. As I have a 3-day layover in Manila, I plan to buy the supplies there to save on costs. I am reaching out to Cebu Pacific, the airline I am using for my flight to Puerto Princesa, to inquire if they would kindly allow me to transport these supplies without extra luggage charges. I am uncertain about the weight, but please contact me at my email: [redacted] for further details. Thank you.