Cebu Pacific Airlines Customer Service Issues

Dear Customer Care, I am following up regarding Reference #[redacted], the complaint from Maricel Butler and Warlita Donque. Unfortunately, we have not received any response within the promised 24-hour timeframe. To escalate this matter, I will be contacting the top management of Cebu Pacific. I have noticed certain issues with Cebu Pacific's cargo handling procedures. It has come to my attention that bags are sometimes opened within the cargo plane before departing Manila. As a foreigner, I find it concerning that there are no cameras monitoring the cargo space of Cebu Pacific, as this is a common practice in the industry for security reasons. I am puzzled as to why this vital information seems unknown to your team. Most airlines have cameras in their cargo areas for added security. I urge the management to take action and ensure the integrity of Cebu Pacific's operations. It is disheartening that this issue has been overlooked, leaving me to question the commitment of the Customer Care department. It is essential to address these lapses promptly to maintain customer trust and satisfaction. Sincerely, Schuyler B.

Hello, I am inquiring about changing the flight time for my siblings, Alvin and Apolonia Dayag, scheduled for July 22, [redacted]. Their current booking is at 1:00 PM, but we would like to reschedule it to 8:55 AM to align with our parents' flight at the same time. They unintentionally booked their flights separately. As they are minors traveling alone and unfamiliar with NAIA airport, I seek guidance on how to proceed with changing their flight time. Your assistance in adjusting their schedule would be greatly appreciated. Thank you for your help and have a wonderful day ahead! Booking reference: K9S5RY

I would like to file a complaint against one of your front desk employees named Francis O. Tan in Tacloban City, Leyte. She was discourteous and behaved inappropriately towards me around 5:25 in the morning when I checked in at Tacloban City. We exchanged words, and it escalated to the point where she threw my [redacted] pesos bill on the floor, which greatly upset me. She falsely claimed that I threw the money at her when making a payment for my excess baggage, which I did not do. I requested to review the CCTV footage at that time, but they refused. In response, I demonstrated how I would have thrown the money using a white small envelope. I hope the management will address this matter promptly. Thank you.

Hello, Cebu Pacific and GetHuman, this is Mr. Kent Ancuna. I am following up on a booking I made and requesting a full refund with the booking reference KBD53C under Mr. Kent Pastrana Ancuna for a flight from Manila to Kuala Lumpur. I have been informed by your agent that the full amount has been refunded to my card, but upon checking with BDO, they have not registered any refund from your office. I kindly ask for your attention to this matter and would appreciate prompt feedback. If the refund has been processed, please email me the receipt. For further communication, please contact me at +[redacted]93 or email me at [redacted] I eagerly await your response. Thank you.

My partner's flight this morning was scheduled for 2:50 AM from Cebu to Manila. Unfortunately, he arrived at the check-in counter 5 minutes past the 45-minute rule before boarding. Despite coming from a distant city to Lapu-Lapu, he attempted to check in online but his account was locked. He still had 40 minutes before boarding, yet the staff refused to check him in, leading to him missing the flight. The lack of consideration and explanation for closing the check-in counter early is frustrating. If only they had accommodated him, he could have made it to the gate in time. Missing the flight not only caused inconvenience but also deprived him of time with his family. I am hopeful for a clarification on the closure and appreciate your response.

On April 17, [redacted], I accidentally made duplicate bookings for a Manila to Davao round trip for Sep 10, [redacted], and Davao to Manila for Sep 14, [redacted] under the names Jerome Fabregas and Marimar Cabella. This was due to an online system error. After encountering an error while trying to pay with my credit card and not receiving confirmation for the first booking, I assumed no transaction occurred and proceeded to make a second booking for the same itinerary using a different credit card. Both credit cards were charged the same amount by Cebu Pacific, as reflected in the statements received from Security Bank and Metrobank. I am requesting a cancellation or refund for the initial booking with reference number VGCN2P. I appreciate a prompt response. Thank you.

I booked my flight on the Cebu Pacific app and paid through Bayad Center. I received my itinerary and receipt in my email. I wanted to add baggage, so I tried to do it through the app. However, I missed the 24-hour payment window and my booking got canceled. I paid for the entire flight except for the add-ons. I tried to reach customer service but haven't been able to connect with a representative. I messaged Cebu Pacific on Messenger, but the issue remains unresolved after several days. I hope to retrieve my booking since I already paid for the flight, just not the add-ons. Thank you.

Hello Cebu Pacific Team, My wife and I have a flight booked to Melbourne on June 4, [redacted] under booking reference: HC3T4M. Unfortunately, we recently found out about her pregnancy, and her doctor advised against traveling due to the risks involved during a long flight. I am reaching out to request the cancellation and refund processing of our booking. Attached are the necessary documents: - Medical Certificate from her OB GYN - Pregnancy Test Results - PRC License of our OB GYN - Dr. M. Purugganan - Australian Visas - Updated itinerary - Marriage Certificate We hope you can process our request accordingly. If you require further information, please let me know. Thank you for your understanding. Best Regards, Jim Ryan Y.

I experienced a setback with immigration earlier today. Unfortunately, I did not book a hotel and though I created an itinerary, I failed to document it. When asked, I mentioned having a friend in Singapore, although they are not my sponsor. I am currently job hunting, awaiting feedback from an interview next week. Due to my confidence in securing the position with my high scores, I promptly booked a ticket to travel. I can demonstrate my financial capability to support myself during my stay. Despite my efforts, I was unable to change the immigration officer's decision, even offering to book a hotel for my planned three-day visit. I am unsure of my next steps. The officer required proof of sponsorship from my friend, which I clarified they were not. I am eager to travel to Singapore and explore the city with my friend. Any assistance would be greatly appreciated. Thank you.

Hello, My friend and I have booked 3 flights with Cebu Pacific Airlines. The flights are as follows: 1) Hong Kong to Manila 2) Manila to Busuanga (Coron) 3) Puerto Princesa to Manila During the booking process, the website requested the passport numbers for the travelers. I submitted the passport numbers for both of us. However, my friend's passport has a minor amount of damage, and he is in the process of getting a new one issued. I am concerned whether he will be allowed to board the flight using the old passport number.

I bought a ticket from Value Alliance but had a payment problem. The money was initially held in my bank because Cebu Pacific had technical issues. On May 29, [redacted], $2,[redacted].33 was debited from my account. However, no ticket has been issued under Booking Reference SJK24X for passenger J. Tolentino. Kindly process the refund.

I am trying to reach out because I was unsure how to contact Cebu Pacific regarding my recent booking confusion. Initially, my booking showed an amount due of 10,[redacted] PHP, but my card was charged 16,[redacted].24 PHP, which covered the booking and the Philippine travel tax of 1,[redacted] PHP. After managing my booking through the Get Go app, my booking was unexpectedly closed, and now I am being asked for an additional amount that I am not aware of. I received an itinerary receipt but need clarification on the total amount due before my mom's upcoming flight on June 23, [redacted] to September 6, [redacted]. My booking reference is DL4F6B under the name Maria Fe Paraleon. Please assist and rectify this situation promptly. Thank you.

I have a complaint about my recent booking experience. I haven't received my confirmation or ticket via email 24 hours after paying at 7/11 on July 1, [redacted]. When I checked the flight status, it was still on hold. I visited 7/11 again on July 3, [redacted] to verify my payment status, and they asked me to come back later. They provided a picture confirming my successful payment with reference number 9A68163FAB67. However, when I contacted an agent via messenger, they informed me that my flight was canceled. This is confusing and frustrating as I want my booking to be corrected promptly. I have already made the payment and now it's showing as canceled. I urgently need this matter resolved as I have important plans. I expect a timely response with my ticket details. Thank you. Flight Details: Departing July 19, [redacted] from Davao Arriving July 20, [redacted] at San Jose Departing July 27, [redacted] from San Jose Arriving July 27, [redacted] at Davao

Good morning, I have a complaint about the prepaid baggage system on your website and app. Last night, I tried to purchase an additional 20 kilograms of baggage for my sister's flight today at 7:50 am. I used both my and my boyfriend's debit card to pay, but we received a "cannot connect to the server" error and did not get any confirmation email, so we assumed the transaction didn't go through. We attempted multiple times. This morning, when my sister checked in at the airport, she found out she had an additional 20 kilograms of baggage, which we were not expecting since she only brought a backpack instead of additional items. We had to use it with less weight for her baggage, causing inconvenience and feeling unfair about the situation. Her booking reference is DGT4UQ from Manila to Iloilo. I am looking forward to your response and a fair resolution of this issue. Thank you

Good morning, I would like to inquire about the status of my refund request for booking reference GEJV4G. The request was approved due to a medical case, as confirmed in a chat with Cebu Pacific Air. The refund process for bookings paid with a credit/debit card typically takes 10-15 working days for airline processing, followed by bank transmission. Once processed, the amount will be credited back to the original account. Your assistance on this matter is greatly appreciated. Thank you. - Zarah

Hi Cebu Pacific Air, I am kindly seeking a refund for my ticket because I am no longer able to travel due to recent circumstances. The amount may not be significant, but it would greatly assist me in starting over after losing everything in a fire. If a full refund is not feasible, I would like to reschedule my flight for December, the only time I can travel due to work commitments. My original booking details are as follows: - Dubai to Manila on December 15, [redacted] - Manila to Dubai on January 09, [redacted] I appreciate your understanding and consideration of my situation. Please refer to the attached police report in Arabic and English for more details. For further communication, I can be reached at +[redacted]87. Looking forward to a positive resolution. Thank you.

Dear Madam/Sir, I am writing to request a change to my flight itinerary. My original booking from Caticlan to Cebu has a booking number K9Q5VL. I would like to reroute my flight from Cebu to Cagayan on the evening of July 27, [redacted]. The reason for this change is that I accidentally made a double booking for the same date, with booking numbers D9Q5YY and K9Q5V for the route from Caticlan to Cebu. This mix-up occurred because I am eager to reconnect with my long-lost older sister in Cagayan De Oro after 17 years of no contact. I am looking forward to this reunion and hope you can assist me in adjusting my flight. Thank you very much for your understanding. Best regards, C.O.

Our flight, 5J110 to Hong Kong on Friday, August 16th, is affected by the airport closure. Despite the closure, Cebu Pacific has not yet cancelled our flight. As per reports, the airport is set to reopen next Tuesday. Traveling with my children, this situation is concerning as we had planned to celebrate my child's birthday at Hong Kong Disneyland, but we may need to consider alternatives. I kindly request guidance on rebooking, re-routing, or obtaining a refund for our trip. Exploring options like Singapore or Taiwan for a new destination is something we are open to. Ensuring my kids' safety while possibly rearranging our travel plans is my top priority. Please contact me promptly at +[redacted]40 or via email at [redacted] Thank you.

Hello, Cebu Pacific! My family and I are scheduled to fly with you on September 18 to Macau, but our final destination is Hong Kong. Considering the current situation there, I am worried about the safety of traveling to Hong Kong, especially with my 4-year-old daughter. I would like to inquire about the possibility of rescheduling or changing our flight to ensure a safer trip. My main concern is the well-being of my family and our enjoyment of the vacation. I am hopeful that you can assist me with this request. Please feel free to contact me via email at [redacted] or phone at 0[redacted]. Thank you for your attention to this matter.

Dear Sir, I am writing to request your consideration regarding a booking error I made online. I accidentally booked two one-way tickets to the same destination instead of a return ticket for the second leg of my trip. The second leg to Davao was supposed to be a return trip back to Manila on January 3rd. The booking reference is FDIEHM. I would like to change this to a return leg to Manila without incurring additional penalties, as this was an honest mistake. I paid [redacted] PHP for this booking and would appreciate it if this amount could be transferred to the return leg to Manila if possible. I am unsure of the process and hope for your assistance in correcting this oversight. My original booking to Davao is on December 13th with the booking reference Y8LMSR. I am available for a booking on January 3rd in the evening if that helps. Kind regards, Angelica P. B.