Cebu Pacific Airlines Customer Service Issues

I am experiencing issues with Booking Ref. XHZZMW, a round trip from Manila to Busuanga for three passengers. I attempted to cancel the booking due to the cancellation of my Atlanta, USA - Manila flight with a layover in Seoul, South Korea on 7 March. This cancellation was a result of the COVID-19 situation in Seoul and the travel restrictions enforced by the Philippine Government. Despite emailing Cebu Pacific multiple times about this issue, many of my emails were undeliverable by Google. I did receive a response from Ms. Candice Iyog, Vice President for Marketing and Customer Experience, addressing safety measures taken by Cebu Pacific in response to the virus, but my cancellation and refund requests were not acknowledged. On 14 March, I received an email notification that the Busuanga-Manila flight scheduled for 15 March was canceled. In light of these circumstances, I kindly request Cebu Pacific to refund American Express the $[redacted].28 I paid for the Busuanga trip. Sincerely, O. Paguio

Good morning, I made a flight booking from HKG to ILO on February 17, [redacted], using my credit card. The booking reference is CJSCGX. In March, the flight was canceled due to Covid-19, and I selected the refund option. I received a confirmation email on March 13, [redacted], stating that my refund was being processed. However, it's now May [redacted], and I haven't received the refund on my credit card. I contacted my bank, but they have no record of the refund. They suggested I reach out to you for more information on the transaction. I am disappointed by the delay in processing the refund and would appreciate it if you could investigate and confirm if the refund was processed correctly. Thank you, D.L. for Air Canada

Hello, I made an online booking for a flight for my son-in-law as the passenger on May 31st for the Gensan to Manila route on a June 2nd flight. I used my credit card for the booking, and it was successful, receiving confirmation number RBTC9F with a "Confirmed" status. The fee was deducted from my account. However, on the same night, my son-in-law received an email from Cebu Pacific stating the booking status had changed to "Confirmed with Amount Due." He paid the remaining amount in cash at the airport and was able to board the flight. Now, I need help in retrieving the amount that was mistakenly debited to my credit card during the online booking process.

Hi, I received an email from the airline notifying me that my flight has been cancelled. I attempted to request a refund on their website but did not receive a confirmation email for the refund process and was not prompted to provide my bank details for the refund transfer. The email I received from the airline included the details of the cancelled flight: Booking reference no.: QYZQ3Y Names of Guest/s: MS. Maria J. Valiente MS. Angel J. Valiente MR. Jonathan Arellano MS. Michelle Munoz MS. Jonna Cauguiran Cancelled Flight Details: Flight No: 5J [redacted] Date: October 25, [redacted] Departure: 18:00 (6:00 PM) Clark International Airport Corp (CIAC) Arrival: 19:20 (7:20 PM) Iloilo International Airport Flight No: 5J [redacted] Date: October 28, [redacted] Departure: 19:50 (7:50 PM) Iloilo International Airport Arrival: 21:10 (9:10 PM) Clark International Airport Corp (CIAC) The email also provided options to manage the flight, which include rebooking, getting a travel fund, or requesting a full refund. I was instructed to click on the "Manage Booking" portal on the Cebu Pacific website to select my preferred option. Thank you. Maria J.

I am attempting to reschedule my flight, but unfortunately, your online platform is not functioning properly. I received a text message from your office notifying me that my flight has been canceled. I am disappointed with the lack of assistance from your website. Kindly provide me with more details via email regarding this issue. Could you also confirm if a refund will be processed on your end due to the cancellation? My reference number is EKVK2E for the flight from Manila to Cebu.

Subject: Request for Refund Transfer Dear Cebu Pacific Customer Service, I am writing to follow up on my refund request for booking EHRF7A. I am aware of the current delays in processing refunds and understand the situation. Due to this, I will be closing the bank account linked to the booking. I kindly request that the refund be transferred to my new account at Bank of the Philippine Islands (BPI) with the following details: Swift code: BOPIPHMM Account Name: AIZA CANDELARIA LOPEZ Account number: [redacted] If additional information is needed, please feel free to reach out to me by replying to this email. I appreciate your prompt attention to this matter and look forward to resolving this refund case soon. Thank you for your assistance. Best regards, Aiza

Good evening, I am Mr. Edmond Morales Agapay, and my booking reference is LHL7MD. My main concern is the full refund of my ticket due to multiple flight cancellations because of Covid-19. It has been over half a year since I applied for the refund, but I have yet to receive any amount back. They keep disregarding my requests and passing me around to different departments. I have submitted all the required documents, but still no response. I just want to know if Cebu Pacific Airlines still plans to refund my money. I am afraid that my funds might disappear and never be returned. I am leaving this month as an OFW. I hope you can take action and assist me in getting my money back. Thank you and God bless.

Two flights were canceled, including the last one with booking reference number PJR8WN being canceled yesterday. My appointments at the Australian Embassy in Manila are crucial, and I was able to reschedule for the earliest slot on February 11. I need assurance that you can secure this booking for my appointment or if I should start looking at other airlines. Please provide the reasons for the cancellation.

Hello. Good day. I did not receive a confirmation that my flight booked for December 4, [redacted] was confirmed. I thought it would be automatically canceled because there was a balance of [redacted]. I only found out today that my travel fund is gone. Don't you usually send an email when it's confirmed? Please assist me with this issue, as we really had no idea that the travel fund was already used up. Waiting for your response. Thank you.

My wife and two children were scheduled on flight booking number RYHVJL from Manila to Singapore on December 15th. They were flying to Singapore to catch another flight with British Airways to Australia. They traveled from Legazpi on December 10th to get a Covid test before their flights. However, they were unexpectedly denied boarding for reasons unknown to me. I have spent a considerable amount of money planning this trip while living in Australia for the past 9 months. Despite following all the necessary requirements for entry into Singapore, my wife and children, who are Australian citizens, are now stranded in Manila. I was not informed of any issues flying into Singapore at the time of booking, and my wife mentioned being penalized without a clear explanation. I have faced significant financial losses, over $[redacted] for the Brisbane flight alone, which I was unable to cancel in time. My wife deserves a full refund to cover her expenses while stuck in Manila. I urgently seek clarification and resolution on this matter. Thank you. - Archie C.

I made a reservation with Cebu Pacific Air online on December 25, [redacted], around 8:10 AM. I completed the payment at a 7-Eleven store approximately 20 minutes later. Following the payment, I anticipated receiving my travel details or itinerary from Cebu Pacific Air in my email, but I have not received any confirmation as of now. It is crucial for me to obtain my itinerary today for the issuance of my acceptance letter from the LGU in Bacolod City.

Good afternoon. I received a message from Cebu Pacific on my number. They provided links, one of which is for the LGU health medical form. One of the requirements is to upload a picture of the boarding pass and a negative RT-PCR test result. What should I do if I don't have the RT-PCR test result yet? Also, the boarding pass is required for submission, but I cannot provide it at the moment. My flight is on Wednesday morning. What should I do in this situation?

I booked a ticket online for my friend, and it was confirmed. However, on the day of travel, he discovered that his ticket was closed. He told me about it, so I checked the issue on the website and found out that his ticket had been converted to a travel fund and used to book another flight without our knowledge. Neither the passenger nor I initiated this change, as we did not receive any notifications about the flight being moved or canceled. Upon checking, his original flight was neither rescheduled nor canceled, leaving us puzzled about how his ticket ended up as a travel fund. I hope to receive a prompt response regarding this unexpected situation.

Subject: Unauthorized Access to my PNB Credit Card Hello Cebu Pacific Team, I need to bring to your attention that there was an attempt to access my PNB credit card from your office on Jan 6, [redacted], at 16:40:49. The unauthorized attempt was made on the credit card ending in [redacted]. I have not engaged in any transactions with your company in months, likely since the beginning of the pandemic. Furthermore, I have six flights that were cancelled for my husband, Manuel Jovito Lopez, since April [redacted], and these refunds have not been processed or returned. I have already informed PNB about this incident, and they have confirmed that a questionable attempt to use my card originated from your office, resulting in an error due to an incorrect expiry date being entered. I tried reaching out via your Facebook page, but it was challenging as my concern was not adequately addressed through the automated system. I urge you to address this matter urgently. Feel free to contact me at [redacted]7. Thank you, Gemma P. Lopez

I purchased five round-trip tickets at the travel expo at MOA in February [redacted] for a trip to Japan from May 26 to June 2, [redacted] for the passengers: M. M. Ramirez, L. M. Ramirez, M. M. Ramirez, O. M. Ramirez, and F. M. Ramirez. Due to the pandemic, all flights were canceled because of the government-issued travel ban. I promptly processed the cancellation through manage my booking and received transaction code ME5YSM. The total amount paid was P57,[redacted].30. I notified Goldensky Travel, sent the cancellation transaction receipt, and have been following up for a full refund. Despite multiple follow-ups and a demand letter, no refund has been issued almost a year later, prompting me to escalate this issue for urgent attention.

Hello Cebu Pacific! I have followed up on my refund multiple times but have not yet received it as promised. Please assist me in processing the refund promptly. It has been a long wait, and while I understand delays happen, it is challenging as every penny counts. Here are my details for your reference: Airline PNR: VL5J2H Passenger Names: Jovel Pulgado, Jason Pulgado, Nenalyn Pulgado, Kimberly Pulgado, and Blaise Aguilar Date: April 13, [redacted] Route: Clark to Bacolod Flight Number: [redacted] Customer Reference Number: [redacted] Thank you!

I am seeking your assistance with an issue I noticed on my BDO credit card statement dated March 14, [redacted]. It appears that Cebu Pacific charged me PHP 7,[redacted].24, an amount I previously paid in November [redacted], and which was subsequently refunded to me in January [redacted]. After contacting BDO, they indicated that they do not believe this is an unauthorized transaction, a sentiment with which I agree. The fact that the amount charged matches my prior transactions suggests a possible system error on your end. Below are the relevant details: - Full Name: Maria Louise Z. Silvestre - Booking Reference Number: JHP49A - Flight Number: 5J [redacted] I kindly request your prompt attention to this matter and look forward to your response. Thank you for your assistance. Best regards, Louise

Dear Sir/Madam, I am Chariz De Belen, a frequent flyer with Cebu Pacific Airlines. Yesterday, on the 24th of March [redacted], I attempted to purchase round trip tickets for flights from Manila to Dubai and back in May during a promotional offer. The flights I was interested in were Manila (MNL) to Dubai (DBX) departing on the 13th of May [redacted], and Dubai (DBX) to Manila (MNL) returning on the 23rd of May [redacted]. The flight numbers were 5J 14 and 5J 17. The total cost of the tickets was PHP 15,[redacted].03, which included PHP 13,[redacted].65 for the fare (go easy class) and PHP 1,[redacted] for the Philippine Travel Tax. I attempted to make the payment using my PS Bank Mastercard debit card, which had sufficient funds, but the transaction failed multiple times for unknown reasons (screenshots provided for reference). I am disappointed that the promo offer is no longer available when I try to rebook the tickets. I kindly request a promo code or link to avail the same discount, as the website issues were not on my end. I hope for a positive response from Cebu Pacific Airlines to retain my loyalty as a customer. Thank you, Chariz De Belen

Our flight to Japan on June 4, [redacted], was canceled due to Covid-19. My husband (64 years old) and I (63 years old) are senior citizens and feel it's unsafe to travel amidst the current high Covid-19 cases. I'm currently in Riyadh, Saudi Arabia, working as an OFW. Even though I plan to be in the Philippines in December [redacted] or early January [redacted], we all prefer not to travel at this time for safety reasons, including our two children. We kindly request a refund for our tickets. Booking Reference: U9SN7L Flight No: 5J [redacted] Flight Date: June 4, [redacted] Destination: Tokyo (Narita) Passenger Names: Teresita F. Tumambing Rodolfo D. Tumambing Daryll F. Tumambing Darwin F. Tumambing We would appreciate assistance with the ticket refund. Thank you.

I am concerned about the service I have received from CEB. The commitment on their website outlines principles that do not seem to align with my experience. Instead of feeling cared for, my interactions have left me feeling neglected. Anticipating my needs translates to avoiding direct answers and providing unhelpful responses. Understanding my concerns seems to be a tactic to delay or avoid issuing a refund. There has been no effort to delight me as a customer, and the attempts to resolve issues have been inadequate and frustrating. I am eagerly awaiting the return of my funds, including the PHP 7,[redacted].72 owed to me, indicated by Booking Reference KD5FTC with an expiration date of September 19, [redacted]. When can I expect a resolution to this matter?