Cebu Pacific Airlines Customer Service Issues

My flight from Manila to Bacolod, TL83GX 5J485, was cancelled and rescheduled. I received an email notification the day before my flight at around 6 pm. I already have a valid swab test result and an approved Travel Coordination Permit. I am concerned that my new flight schedule might not allow me to check-in if my RT-PCR swab test has expired. My LGU-approved S-Pass still shows the original departure date. How can I ensure that I will be able to fly with the outdated test result? My local government won't approve a new TCP without a recent swab test. They mentioned that the cancellation of my flight was not their fault.

Category: Flight Disruption Booking Reference: LDZQKS Subject: Flight Details Change on June 30 I am upset that my flight on June 30 from Cebu to Zamboanga was changed. I have an important appointment at the DFA Zamboanga on that day. I have no issue with the return flight to Cebu, but it is crucial for me to go to Zamboanga for my appointment. My name is JUNLOR WENCESLAO, 27 years old from Cebu City. I had booked a flight with Cebu Pacific under Reference Number LDZQKS, with the original flight details for June 30 as Cebu to Zamboanga 4:50 am-6:05 am and Zamboanga to Cebu 9:30 am-10:40 am. Unfortunately, the schedule was changed. Can you please find a solution as it is important for me to get to Zamboanga for my DFA appointment on June 30? Thank you.

Dear Cebu Pacific, I, Sitte Jahanee Dawang, am reaching out from UAE regarding a booking made by my fiancé, Mr. Sanjiv Gaffud Marianito, for a flight scheduled on May 15, [redacted]. Due to travel bans, our flight got rescheduled for June 6, [redacted], and then to July 10, [redacted]. As OFWs, we want to update our travel back to the original date of June 6, [redacted], especially after the recent announcement allowing entry of OFWs from restricted countries. Our booking reference is WEZLUS, and we have already completed the check-in process. Given the new information from Spokesperson Harry Roque, we hope to be included in the June 6 flight as we urgently need to return home. Our wedding has been postponed multiple times, causing us great frustration. We have arranged for a PCR test today and are prepared to comply with the necessary quarantine measures upon arrival. We eagerly await your prompt response and assistance in adjusting our travel plans. Warm regards, Sitte Jahanee Dawang

My mom and I purchased a ticket using her credit card. We contacted the Cebu Pacific hotline to verify our flight only to discover it was canceled. Our flight was scheduled for June 2, [redacted], Tuesday, with the booking reference number XLP2QX, booked on April 24, [redacted], Friday. We have not received the full refund yet and would like to follow up on the status of the refund. The ticket was purchased online while we were in Dubai with Cebu Pacific as the airline.

Refund verification Hello Cebu Pacific, I received your email confirming that the refund has been processed. I just wanted to ensure that the amount was successfully transferred to the credited card. Unfortunately, the card I used for booking has been closed since last year. I attempted to contact my bank to check, but I couldn't get through to them. Before I pursue this further with the bank, I wanted to clarify with you if the refund went through or if it was bounced back due to the closed card. Thank you, MAI --- Email from Cebu Pacific: Dear Mark Anthony, Your refund request has been successfully processed. The amount of PHP 5,[redacted].32 for booking reference CHZ67Q has been transferred to your PayPal account on May 21, [redacted]. Please expect the refund to reflect in your PayPal account within the coming days. Kindly verify the transferred amount on your PayPal account. Should you have any further inquiries, please don't hesitate to contact us through our customer service channels. We appreciate your cooperation and understanding. Warm Regards, Your Cebu Pacific Team

I am expressing my disappointment with the T9EBTB flight booking for my father and cousin. Their flight was set for 9:10 a.m. They arrived at the airport at 8:00 a.m. but were instructed to line up. Despite mentioning my father's need for a wheelchair on his ticket due to recent hospitalization, no assistance was provided. They were marked as late for following airport instructions. A Cebu Pacific staff advised my father to rebook, and I received a message about the change. However, I cannot make changes as they were tagged as no show. I have reached out via phone and Facebook with no response. Please assist! I have receipts available if necessary.

I am inquiring about my two uncle's ticket from Dubai to Manila. I am concerned because the departure is canceled but the return is still showing as updated. Is it feasible to cancel both the departure and return to rebook the ticket? Additionally, I would like to understand the reason for the additional charges for rebooking. In the past, they did not incur additional fees for rebooking. It is frustrating for them that their ticket keeps getting canceled and they have to rebook. The ticket details are as follows: 1. EDSEL DELOS SANTOS - Booking No. ZDCFQF 2. ELVEN DELOS SANTOS - Booking No. BD7BPP I can provide pictures of the ticket details as well. I am hoping for a prompt response. Thank you.

Good morning, this is Arwin Panzo Ocaña from Princess Travel Services. Two of my clients who urgently booked a trip from Manila to Roxas last night were also victims of these scammers. It's really heartbreaking, they are already mourning a loss and then they got scammed. What can be done to resolve this? What should the two clients do to get their money back? If you have any solutions to their problem, please help. They mentioned Ma'am Regine and Sir Rayan, after sending money via GCash to the scammers, they couldn't reach them at the phone number 0[redacted], which was under the name of Jeffrey Buensuceso. Then the scammers blocked them on Facebook. The victims called me in tears via video call. They urgently booked last night just to be able to get back to Roxas today.

Good morning. I need to address an issue with my booking from 2 days ago under reference number MCQJWF. I have a printed ticket showing confirmation, but the guest details are incorrect for a round trip from Tacloban to Cebu for 4 passengers, the Duquiatan family. The payment of ₱[redacted].12 using my father's Metrobank credit card ending in [redacted] was approved for tickets priced at around ₱[redacted]+ each. When I tried to manage the booking online, it indicated an invalid reference number. I've reached out via email yesterday, but 24 hours have passed with no response from customer service. I seek clarification on this booking to rebook promptly if needed.

I'm Adrian Manla from LEO Technologies and Infrastructure Corporation, lodging a complaint about Veejay Alas's misplaced baggage. He is crucial to the Telco Construction Project in Negros Occidental. Due to the mishandling of his baggage from the MNL-ILO flight, we missed our deadline. The baggage holds a vital stainless strap tensioning plier necessary for the project. This tool is irreplaceable in our area. Furthermore, Alvin Kim Manla, our Project Control Officer, encountered a similar issue on July 2, [redacted], on the same flight route. Despite the inconvenience and extra costs incurred, we were understanding. However, experiencing the same problem twice is unacceptable. We insist on the immediate delivery of Veejay's baggage today or this evening.

Subject: Assistance Required with Damaged Luggage Claim To Whom It May Concern, I am reaching out regarding a concerning matter with my luggage that occurred during my recent flight with Cebu Pacific Airlines. I am seeking immediate assistance to resolve this issue. During my flight 5J463 from Manila to Iloilo City on July 17, [redacted], my checked-in hard-sided suitcase suffered significant damage. The bottom of the suitcase was dented, and the wheels were broken, indicating rough handling rather than normal wear and tear. I have photos documenting the extent of the damage if necessary. Despite providing my contact information to a Cebu Pacific representative at the airport in Iloilo City, the provided contact number [redacted]6 is unreachable, and I have not received any response. I am currently in Iloilo for work and will be returning to Manila in August, hoping to address this matter at that time. The replacement cost of the suitcase is [redacted] pesos, and the inconvenience of its condition is impacting my daily routine. I am seeking appropriate compensation and a resolution to this issue, as it was unexpected and below the standards I anticipated from your airline. Please contact me at [redacted]8 at your earliest convenience to confirm that my concerns will be addressed promptly. Sincerely, T.A.

I purchased a ticket for a flight on July 5, [redacted], bound for Kalibo. At check-in, I had a pending OHDC QR Code awaiting approval despite completing all other requirements. I presented this to the PSA but was not allowed to proceed, despite explaining my work-related travel purpose. I contacted the helpdesk for assistance, and they advised me to coordinate with the Kalibo team for approval of the QR Code. Despite having the approved QR Code ready by 7:40am (before the last boarding call at 7:50am), I was denied boarding as passengers had already boarded. This caused me to miss my flight, even after being assured by the helpdesk of possible accommodation. I work in CARGO MAINTENANCE and expected better service from the PSA, considering the circumstances. I feel let down by the lack of compassion from the PSA and the unmet expectations mentioned by the helpdesk. I now seek a refund for the ticket expenses as I followed all protocols but was unable to board due to the PSA's decision. I'm disappointed in the service provided and hope for a prompt response regarding this issue. Please also notify my girlfriend, G.P., at [redacted]

Good afternoon, Cebu Pacific Airline. I am Stephany Michelle Martinez with passport number P890213OA, reference number NLDWJH, booked on flight 5J [redacted]. My Philippine number is [redacted]0. I am requesting a refund for the ticket purchased amounting to 1,[redacted] RM from Malaysia to the Philippines. I hope my message is received, as I wish to cancel the flight and have the money refunded. Ridzuan Shah bin Alladin is my employer who bought the ticket, but it came from my salary, and I will not be using this plane ticket. Stephany Michelle Bautista Martinez, with passport number P890213OA. Kindly cancel and refund the flight. Thank you for your consideration. Respectfully, Ms. Martinez Stephany Michelle Martinez. +[redacted]60.

I am Cristine Gayondato Delema, 26 years old, and I would like to request to retrieve/rebook the tickets for my 3 children: Daphne Trigue (7 years old) and Chrystal France Trigue (3 years old). We were unable to board our flight yesterday (August 23, [redacted]) due to delayed approval of the S-Pass from our LGU in Bayawan City, Negros Oriental. I made the booking online through Cebu Pacific Philippine Airlines. I hope that you can assist me with this matter. I am looking forward to your response. Thank you very much!

I have spent three hours trying to contact Cebu Pacific to address a double booking issue. I attempted to call them at [redacted], but each time I called, the call got disconnected. I even tried contacting them in the Philippines with no success. The webpage indicated that my first PayPal payment did not go through, so I made another payment, only to find out later that the first transaction did indeed go through. I ended up paying twice for the same flight - Ticket HKG96H needs to be canceled, and I should receive a refund for the insurance and taxes paid for that ticket. The first ticket YHJFJG should remain valid. My wife and her mother used ticket YHJFJG, but I paid for it twice. I'm disappointed with the situation and have been unsuccessful in getting a refund from PayPal for the past three months.

I am Dr. Gracita Rabago. My flight was scheduled for 1:40 p.m. today from Pagadian to Cebu. I am a frequent traveler and an APOR. However, new requirements for a negative RT-PCR or rapid antigen test have been implemented since August. Despite having a negative rapid antigen test from yesterday, I was denied check-in at the airport in Pagadian due to an error on my certification date. After contacting Dr. Biete, the chief of the hospital in Tangub, who is part of the COVID task force, she assured me that a corrected certificate would be sent via messenger. The airport staff in Pagadian insisted on a hard copy, even though I showed them that Red Cross results sent via email were accepted previously. I urge the airline to educate their employees on the travel protocols to avoid inconveniencing other travelers. I have reported this issue to the head of the province IATF in Pagadian. Thank you.

Dear Sir/Madam, I hope this message finds you well. Today, I am reaching out to request a refund for a ticket I purchased. As an overseas Filipino worker based in Saudi Arabia, I urgently bought tickets through a travel agency on August 25th to travel to the Philippines and visit my 80-year-old mother, currently in critical condition due to Covid-19. I had secured tickets for a flight on September 2nd with both Emirates and Cebu Pacific. Regrettably, Emirates canceled my flight the following day and was unable to offer an alternative, leading me to cancel my Cebu Pacific booking as well. As a contractual worker, these funds are essential for my mother's hospital expenses. Thank you for your understanding and assistance. Booking ID: [redacted]

Hello, I am seeking an extension for my canceled booking that was originally set for August 13-15. Due to the ECQ announcement, my travel plans had to be canceled. I received an email allowing a free rebooking until September 11 and 13, but given the current situation in our country, I am unsure when it will be feasible to travel again. Although I have the option to credit the amount to my account, I am not considering this yet. I kindly request an extension until the end of September to decide on a new flight date. Booking Details: - Denniell Estacio - Booking Reference # JDC3MC - August 13, [redacted], 10:35 am, Manila to Kalibo - Booking Reference # ODKNRC - August 15, [redacted], 4:20 pm, Kalibo to Manila You can reach me via email at [redacted] or on my mobile at [redacted]8. Thank you.

I regularly use the Cebu Pacific app on my cellphone. Today, I successfully purchased a promo fare for 99. When prompted to update the app, I did so. Upon receiving an email to set a new password, despite creating one, it was not accepted. After several failed attempts, I am now locked out of my Cebu Pacific account. How can I regain access to my account?

Hello, I recently booked my trip from Manila to Butuan for December 10th at 11 am, but my confirmation email from Agoda shows it as November 10th. I kindly ask for your assistance in changing the date to December 10th, preferably at the same time in the morning. As a senior, I am puzzled by the booking error and hope for a favorable resolution. The reference number for my helper is 600HWA, and the Agoda booking number is [redacted]48. Thank you for your help.