Cebu Pacific Airlines Customer Service Issues

Hello, I am reaching out from the UK. Recently, my father passed away in the Philippines, and I am planning to collect his cremated ashes to bring back home. I would like to inquire about the necessary documentation needed to transport the ashes from Manila to Hong Kong on your airline. Should I inform anyone in advance about the specific flight we will be on carrying the ashes? Please advise of any additional steps I should take to ensure a smooth transportation process without any issues. Thank you, Carol

My parents recently traveled from Dubai to the Philippines. Upon arriving home, they discovered that the batteries for their wireless drill were missing from their luggage. I am seeking assistance in determining what might have happened to the batteries. Is it possible they were removed and are still at Dubai Airport, retrievable? Or perhaps they were removed but still on the same flight and can be retrieved at the Philippine airport? Alternatively, were the batteries removed and discarded with no chance of recovery? The baggage code for their luggage is [redacted]. Thank you for any help or information you can provide.

Regarding our booking reference MIGSIW, my partner and I have attempted multiple times to book and pay for prepaid baggage through my Cebu Pacific online account for our upcoming flight departing from Tuguegarao at 12:45 pm to Manila this afternoon. Although we successfully managed to secure and pay for prepaid baggage for our outbound journey on October 10th, we are encountering issues following the same steps for our return flight, 5J [redacted]. Despite receiving guidance from an online agent on the process, we are still unable to complete the luggage reservation and payment. Our concern is whether we can bring the luggage to the airport and if there will be an additional charge for paying on the day, given our attempts to book and pay in advance. Thank you for your assistance.

Hi, We had booked a flight from Puerto Princesa to Siargao with a connection in Cebu. Our confirmation number is MJO51O, and the flight number is 5J230. We need to cancel our flight due to the ongoing situation in Israel. We have experienced significant loss including the loss of a dear friend. We kindly request your understanding regarding the cancellation and refund process considering the circumstances we are facing here in Israel. We are eagerly awaiting your response. Passenger 1: Adi B. Passenger 2: Tal S. Confirmation number: MJO51O Flight number: 5J230 Date: November 24, [redacted]

Hello, I'm reaching out regarding our flight booking from Puerto Princesa to Siargao with a connection in Cebu City, under Confirmation Number: MJO51O. Due to the situation in Israel, we regretfully have to cancel our travel plans. The recent events in our country have affected us greatly, resulting in the loss of a dear friend. We kindly ask for your understanding and assistance with the cancellation and refund process during this challenging time. The flight numbers are 5J230 and DG6853. The name on the booking is Adi Burstein. Thank you for your attention to this matter. Best regards, A.

Our Holyland Pilgrimage had to be canceled due to the ongoing Hamas-Israeli conflict, affecting my travel plans. The connecting flight from Cebu to Dubai, the initial leg of our pilgrimage, got canceled and is on hold until the war situation stabilizes. I am requesting to reschedule my onward flight from Manila to Cebu from Oct 26, [redacted], to Nov 14, [redacted], for a different travel purpose. The return flight from Cebu to Manila on Nov 19, [redacted], remains unchanged. I also wish to cancel the prepaid baggage to opt for only a carry-on luggage. The booking reference for my reservation is AHCWMW for passenger Raymundo R. Sacayan Jr. I am hoping for a swift and positive response. Thank you.

I had booked my return flight from Cebu to Butuan City for October 26, [redacted], departing at 16:25 and arriving at 17:25 in the afternoon. Unfortunately, the airline rescheduled it to October 28, [redacted], departing at 5:35 and arriving at 6:40 in the evening. I would appreciate it if you could reschedule my flight back to the original date of October 26, either in the afternoon or evening. I have a busy schedule with important commitments, and this change has caused inconvenience, additional expenses, and an extra two nights at a hotel. I have always trusted your airline, and I hope you can rectify this situation promptly.

Hello, yesterday evening I attempted to use my Cebu Super Pass to book a flight, but encountered an issue with the payment process. Even though the payment did not go through, the voucher was marked as redeemed. I tried once more with a different voucher, but faced the same problem. As a result, two of my Cebu Super Pass vouchers have been redeemed without successfully booking the flight. Is there a way to retrieve the vouchers since the flight transactions did not go through?

I had to reschedule my flight on Dec 28, [redacted] (Reference # CMDM4B). The new schedule didn't suit us, so I opted for a refund instead. I submitted the refund form on the same day, and they informed me that I would hear back from them. The last contact I had with the agent was in March [redacted]. Since then, despite my follow-ups, I haven't received any further responses. I attempted to use their bot, Charlie, to inquire about the refund status. However, when I entered the booking reference number, it stated that the flight was neither canceled nor delayed, and therefore could not provide me with any assistance. It has now been almost 8-9 months, and I am still waiting for the refund or any updates.

Hello, I am Jay-r Gatbonton. I encountered a travel issue with my friends on July 6, [redacted], with Cebu Pacific. We were a group of 11 persons, including myself, traveling to Kuala Lumpur, Malaysia. Four of us, including me, passed the immigration interview, but unfortunately, seven of my friends were denied entry due to immigration compliance issues. I am seeking assistance with getting a refund for my ticket payment. Can you advise on the best way to proceed with the refund process? Thank you for your help.

My university arranged my flights through Cebu Pacific from Zamboanga to Cebu to Tacloban on October 24th, with a return flight on October 28th from Tacloban to Manila to Zamboanga. However, I received an email from Cebu Pacific last night informing me of a schedule adjustment, changing my return flight to October 29th, which is very inconvenient for me. This change means I have to stay an extra day in Tacloban, incurring additional expenses for accommodation, food, and transportation as I am unfamiliar with the area. Unfortunately, my university is not willing to cover these extra costs. I am feeling extremely stressed about this situation and would appreciate a resolution. Thank you for your attention to this matter. - Nerlyne

My university arranged plane tickets for me to attend a convention. I had flights booked for Zambo-Cebu-Tacloban on October 24th with a return on October 28th via Manila. However, I received an email from Cebu Pacific last night stating that my return flight was rescheduled to October 29th due to an airline schedule change, causing inconvenience and extra costs for accommodation, meals, and transportation in a city where I have no acquaintances. This situation is stressful and not ideal for me. I would appreciate any assistance with resolving this issue. Nerlyne

Hello, I am Charito Mae Miro seeking assistance. I kindly request to amend my booking. In my rush to book a round-trip ticket from Davao to Manila, I made an error due to the small screen on my cellphone. Despite reviewing my booking before finalizing, I discovered that my outbound destination was mistakenly set as my return. This is crucial as it pertains to my international exam. With sincerity, I am respectfully asking for a modification to correct the outbound location to be the return one and adjust the comeback flight accordingly.

On October 24, [redacted], between 3:00 to 4:00 pm, I made a flight reservation on Agoda under the name Daniel Uy Aliermo for a trip from MNL to Gensan at 11:00 a.m. on Airline 5J [redacted]. Shortly after, I received an email stating that the booking could not be completed because the flight itinerary was no longer accessible. Thinking the seats were full, I then booked another flight to accommodate my schedule. Surprisingly, Cebu Pacific confirmed my initial booking that was supposedly unavailable, even matching the same flight details – 5J [redacted] at 11:00 a.m. This led to an unintentional double booking. I contacted Agoda immediately, and they mentioned initiating a cancellation process and waiting for Cebu Pacific's response. However, they later informed me that a refund was not possible. I find this puzzling since Cebu Pacific's Cancellation Policy allegedly allows full refunds within 24 hours of booking. I am kindly requesting assistance in securing a refund for the canceled booking. While I understand that a full refund may not be feasible, any amount refunded would be greatly appreciated. The money is significant to us, and I trust that compassion and understanding will guide the resolution of this issue caused by a system error during my booking process.

Hello! Today, I made a flight reservation for our upcoming trip to Cebu from January 25th to 27th, [redacted]. The booking has been confirmed and paid for. While reviewing the itinerary, I noticed that I mistakenly selected the wrong departure time for our return flight. The correct departure time should be 8:45 pm, not 8:45 am. I understand that the ticket I purchased has strict policies regarding changes, but I kindly request to modify only the departure time for our return flight to Manila. I am prepared to cover any associated fees that this adjustment may incur. Thank you for your attention to this matter, and I look forward to your prompt assistance. Booking Reference: ENMG6R Best regards, Simeona Gina C. Dimayuga

I had a booking in Korea through Icebu Pacific, but I received an email stating that it was canceled. I then decided to put my 26k into a travel fund. I previously spoke with an agent and requested to convert it into my travel fund, so I assumed it was done. To my surprise, I only received 14k in my account, not the full amount I paid. This money was meant for my daughter's trip to Korea as a gift to herself. I am confused as to why the full amount was not transferred. Please consider the situation with care. Thank you.

I made a booking in Korea, and received an email from Cebu Pacific stating that my flight was cancelled. I then opted to convert the booking into my travel fund. I previously spoke to an agent and requested the conversion, assuming it was done correctly. However, upon checking my account, I noticed only 14k credited, which is less than the 26k+ I originally paid. This money was intended for my daughter's trip to Korea as a gift to herself. I am concerned as to why the full amount was not transferred. Please, show some consideration in this matter.

I need assistance with a flight change. I received notification that my seat on a flight in my round-trip booking was changed to a different date. I have already rescheduled the flight to a more convenient time, but I am concerned because my original premium seat, 2A, was not available due to flight adjustments. Instead, I was automatically assigned seat 19E. For my upcoming rebooked flight, seat assignment is pending. How can I request a premium seat similar to what I initially paid for?

Subject: Assistance Requested for Daughter's Birthday Celebrations on Manila to Hong Kong Flight (Booking Ref: MHI3NJ, FGTHUZ, JEGJ3P) Dear Sir/Madam, I hope this message finds you well. We want to share our excitement in booking our flights from Manila to Hong Kong on December 19, [redacted], under booking references MHI3NJ, FGTHUZ, and JEGJ3P. This trip is extra special as we plan to celebrate our daughter's 18th birthday during this journey. We kindly ask for your assistance in arranging a memorable birthday surprise for our daughter on the flight. We are open to any creative ideas such as a birthday tarpaulin or other offerings Cebu Pacific may provide for such occasions. Your help in making our daughter's birthday celebration extraordinary would mean the world to us. We are open to discussing necessary details and arrangements to ensure this celebration is unforgettable. Please advise us on the next steps or any specific requirements you may have. We deeply appreciate your attention to our request and look forward to your response. Your involvement in this milestone moment for our daughter is greatly valued. Thank you for your support and consideration.

Dear Sir/Madam, Good evening! I am a WCA Affiliate, and one of my clients has a scheduled flight on December 28, [redacted], with Cebu Pacific. Recently, the airline informed them that the flight has been canceled due to schedule adjustments. Unfortunately, this cancellation has caused an issue with my client's vacation leave, and they are unable to make alternative plans. I kindly request your assistance in resolving this matter so that my client can still enjoy their vacation. Thank you in advance for your prompt response and attention to this issue. Warm regards, Yvonne E. M.