Cebu Pacific Airlines Customer Service Issues

Hello, I am currently outside the country and will be returning to the Philippines next week. During my last trip, my flight was canceled, and I received a voucher. I am now trying to use the voucher for my upcoming trip, but I am unable to redeem it online. When I called customer service, I was placed on hold for an extended period. My reference number is H9F64V. I would like to redeem the voucher for a flight on September 10 from Manila to Roxas in the afternoon. I would appreciate your assistance with this. Thank you.

I made a booking for my flight to Boracay on July 19. During payment, the transaction failed, but the booking was put on hold. I attempted to use another card to complete the booking. When I logged back into the app, my booking could not be found using the reference number. To my surprise, it was cancelled without my knowledge. I was up at 2 am for this and did not cancel it myself.

Hello, I recently booked a roundtrip flight from Manila to Dumaguete and Manila to Cebu. However, I encountered an issue with my arrival time in Manila from Dumaguete on May 26, [redacted] at 8 am, which clashes with my departure time from Manila to Cebu also on May 26, [redacted] at 6 am. I have tried contacting the airline through various channels like messenger, Twitter, and their website but have not received a response regarding the possibility of canceling or rescheduling the Manila to Cebu flight which is part of the same booking. Thank you, Sharmaine

I am traveling with 46 kilograms of checked luggage. Although Cebu Pacific's prepaid baggage options only go up to 40 kilograms, I initially booked 32 kilograms with the intention of adding an additional 20 kilograms later. After paying for my booking, I tried to increase my baggage allowance online, but unfortunately, Cebu Pacific does not allow this type of add-on. I am now stuck with a 32-kilogram limit, which is less than my total luggage weight. I need to find a way to cover at least 46 kilograms as this is the allowance for my connecting international flight on another airline. My Cebu Pacific booking reference is VKMWTK.

Hello, I have a booking with reference number XH4ZYG for Gregory S. and Gregory K. We are scheduled to arrive in Manila on November 7th at 17:35 and depart for Cebu City at 22:25, arriving at 00:05. Cebu Pacific has advanced our schedule, allowing us to make the earlier flight departing Manila at 20:00 and arriving in Cebu City at 21:40. As loyal customers who frequently fly with Cebu Pacific, we would be grateful if you could assist us with changing our second flight. Thank you for your help.

Good day po. Pwede po magtanong tungkol sa bagahe. Kung 20 kilos ang binayaran sa pag-book ng ticket, pagdating ba sa airport, dapat ba i-divide sa dalawang bagahe bawat 10 kilos? Naguguluhan po ako dahil sa sinabi sa Cebu Pacific ticketing agent booth na ok lang kahit 20 kilos o 40 kilos ang bagahe basta magkano ang presyo. Hindi nila nabanggit na kailangan i-divide kaya hindi ko alam kung ano talaga. Sa nabasa ko online, parang ganun nga, halimbawa pag 20 kilos i-divide by 2 bags. Bakit ganun? Ano ba talaga ang bagong rules tungkol sa pagmamarka ng bagahe? Salamat po sa sasagot. Sana may makapag-reply.

Good afternoon, I noticed that my credit card was double charged on September 27 and September 28 after redeeming my [redacted] GetGo points for the Clark-Bohol flight. Subsequently, I was double charged again on September 30 for the Bohol-Clark route, amounting to P2,[redacted].96 and P1,[redacted].76. These charges should only have appeared once as per the emailed itinerary sent to me. After contacting both GetGo and the bank, I was informed that your office needs to adjust these transactions. Despite my attempts to reach your hotline, I've only encountered an automated voice message that disconnects the call. There has been no assistance from a customer service representative. I kindly request that you rectify this issue before my next billing statement. This is my hard-earned money, and I simply want to unwind by choosing a local destination. Thank you.

During our return trip to Vietnam from the Philippines on February 11, [redacted], my group of three individuals was removed from the flight due to airline issues. Cebu Pacific offered us accommodation, allowance, and a voucher for a two-way roundtrip ticket with free 20kg baggage. We received the voucher at the airport, and although it stated a [redacted]-day validity, the Airline Supervisor assured us it would be valid for one year from the issuance date for Overseas Filipino Workers (OFWs). Now, we have used one leg of the roundtrip ticket and plan to use the remaining one soon. Unfortunately, our agent informed us that Cebu Pacific is not accepting the voucher for the second trip as the validity is only for 6 months instead of the promised 1 year. We have all the documentation and even a video of the conversation. The names of the airport staff are available for your reference. We would appreciate your assistance in resolving this matter.

During our return flight to Vietnam from the Philippines on February 11, [redacted], my companions and I were offloaded due to airline issues. Cebu Pacific staff provided us with accommodation, an allowance, and a voucher for a two-way roundtrip ticket with 20kg baggage allowance. We received the voucher at the airport, which indicated it was valid for only [redacted] days, but an Airline Supervisor assured us that, as Overseas Filipino Workers (OFWs), it would be valid for one year from the issuance date until one day before the expiry date. We have used one roundtrip ticket already and intended to use the remaining one, but our agent informed us that Cebu Pacific was not honoring it due to the discrepancy in the validity period. We have documentation and videos of our interactions with your staff at the airport. We would appreciate your help in resolving this matter and honoring the one-year validity promised to us by Cebu Pacific staff.

Hello. My booking reference number is KG6JJG for flight 5J [redacted] from MNL to PEK, with a connecting flight on Delta from PEK to CHA. I have a 12-hour layover in PEK. I was surprised to learn that Cebu Pacific requires passengers to have a Chinese visa even for transit. Given this, I am concerned I may not be allowed to board my flight to PEK without a Chinese visa for my connection. I have my passport, US visa, and itineraries for both flights. What should I do in this situation?

Subject: Request for Ticket Rebooking from Hong Kong To whom it may concern, We kindly request your assistance in rescheduling our flight from Hong Kong to another international destination. Originally planned for January 17-20, [redacted], our family's leisure trip is now overshadowed by safety concerns due to recent events in Hong Kong. With escalating unrest, including the heavy use of tear gas, transportation disruptions, and protests affecting daily life, we believe it's no longer safe for both locals and visitors. Our primary concern is the well-being of our elderly relatives who have never traveled internationally before. Enclosed are details of our current flight bookings and some references highlighting the current situation in Hong Kong. We trust your understanding and support in accommodating our request for a change in destination. We eagerly await your response. Thank you for your attention to this matter.

Hello, I have contacted your hotline twice, but both times the calls were disconnected after waiting for some time. During the conversations with two customer care agents, I received conflicting information. The first agent I spoke with did not provide a name, mentioned the possibility of rerouting our flight, but the call got disconnected before finalizing the arrangement. The second agent, JM, stated that it was not possible to rebook or reroute the flight as it had already been accepted. Upon clicking the link provided, we were not given any options to proceed, and it appeared to have been forcefully accepted without alternatives for a different airport or schedules. We would like to change our flight to depart from MANILA to BOHOL on Nov 26 at 8:10AM and return from BOHOL to MANILA on Nov 29 at 2:15PM. Please address this matter promptly. Thank you for your assistance. Best regards,

During our return flight from CDO, my husband and I encountered a distressing situation with the duty supervisor named Jessica Villanueva on Flight 5J391 on November 28, [redacted]. We handed her our package while I went back to retrieve my forgotten bag at the X-ray machine. Upon returning, we found ourselves and another couple not allowed to board as they claimed the gate was closed. We explained that we had informed their staff, and they were still in line waiting to board. Even after speaking with the staff, the situation remained unresolved. We feel that Jessica Villanueva lacks compassion and should not be in a customer-facing role.

I have a flight booked from Kalibo to Incheon on December 3, [redacted] at 1:45 am. I was planning to travel from Bacolod City to Iloilo and then to Kalibo on December 2. However, all sea travel is canceled due to typhoon Tisoy. I need help finding a solution as we might not make it to Kalibo. Can my flight be rescheduled? Is it possible to get a free plane trip from Bacolod to Manila and then from Manila to Kalibo?

Hello, I urgently need assistance with correcting my booking. I was unaware of any change fees for adjusting the flight schedule. When I tried to modify the flight time, I was suddenly asked to pay $6,[redacted]. I need to go back to my original flight as I am unable to afford this unexpected cost. If possible, please contact me by phone as I am currently feeling anxious and unable to sleep. I have also reached out to the Twitter page, but unfortunately, they were unable to help me.

I have a flight booked from Coron to Manila in the Philippines for December 6th. Unfortunately, I cannot reach Coron due to the current weather conditions. I am currently in El Nido and can travel to Puerto Princesa by road. I kindly request Cebu Pacific to reroute my flight from Coron to Manila to Puerto Princesa to Manila so that I can make it back home. Flight Details: Booking Reference: ZGMQTJ Flight Number: DG [redacted] Passengers: R. Verma & A. Kumari

Hello, I made a flight reservation for December 12, [redacted], at 7:30 am with the reference number HHMD8A under the guest last name Pitao. Due to the early time, I rescheduled the flight for 2 pm on the same date. However, there was a charge of 6,[redacted] for 4 people. To proceed with the new booking, an additional charge of 9,[redacted] was made. I now realize I might have mistakenly booked a new flight instead of modifying the original one. Can I please request a refund for the first booking made under reference number HHMD8A for Pitao? The payment was made using my Amex card with a total of 9,[redacted]. I appreciate a prompt response to address this issue. Thank you, Melody.

I made flight bookings last Friday, Nov 29, and completed the payment the next day through Gcash bills payment. The booking was promptly confirmed, and I received the receipt and ticket. However, today (Dec 3), I was informed by Gcash that my payment was unsuccessful due to an emergency system activity with Cebu Pacific at the time of payment. I have contacted Gcash, and they explained the situation. Although an email was sent last Sunday regarding the payment issue, I mistook it for a reminder because the booking status remains confirmed, indicating that the bill was settled. I would appreciate it if you could advise me on how to proceed with this matter promptly.

I was offloaded on February 4 and requested a refund and flight cancellation. In March, the airline processed the refund, but the travel agency has not responded despite multiple visits and emails. Each time we visit, we speak to different staff members with varying reasons and responses. They assured me I would receive the refund within 3 to 4 months, but it has not happened yet. In October, they mentioned my refund was available, but upon checking, I only received 3k instead of the 30k plus baggage refund. The head office stated my refund should be 14k plus. I sought assistance from TV5 Tulfo in Action, and although the agency promised to email me a solution, I have not received any communication. I've been waiting for over 10 months, and the discrepancy between the office and the agency's refund amounts persists. I need a resolution to this issue promptly.

I have reserved a flight to Shanghai with travel dates from March 22 to March 26, [redacted]. My booking reference number is SF63RM for Flight No. 5J [redacted]. I used an EastWest credit card for payment. Although I have already paid for it, we were unable to get our China visa approved. Due to this, I am unable to rebook or cancel because I availed it through your promotion. Can I please transfer the amount to travel funds, deducting the cancellation charges? Your prompt response and assistance on this issue would be greatly appreciated. Thank you.