Cebu Pacific Airlines Customer Service Issues

I made a booking for a connecting flight from Iloilo to Manila and then to Davao on November 21st with reference number UFH3JM under the name Jerome Tuvida. The confirmed flight schedule was as follows: Iloilo to Manila on December 20th at 11:40 AM on 5J458, then Manila to Davao on December 20th at 4:10 PM on 5J977. Today, when I checked in for my flight, I was surprised to find out that my Manila to Davao flight was rescheduled without my knowledge to 12:00 PM on December 20th, causing an overlap in my connecting flights. I urgently need your assistance with this issue as I only have a few hours left before my travel schedule.

Hello, I'm Jennilyn Sayas. I received flight schedule changes, but I can't access the website to review them. I need to confirm the new flight details promptly as this situation is causing me stress. I'm puzzled as to why the Value Alliance Cebu Pacific website is not loading for me. Please take immediate action on this. Case # [redacted]. Booking Reference # GXP51C and Cebu Pacific Reference # WN8BHE.

Hello, I am reaching out to request urgent issuance of the certification regarding the loss of my boarding pass. The pass was handed to me by Cebu Pacific help desk staff at NAIA Terminal 3 due to airline technicalities. My booking reference is KKIYJK for Flight 5J568 from Cebu to Manila on December 11, [redacted], under the name Arvie G. Arcillas. I have paid for the certification with receipt number [redacted] at Cebu Pacific Dipolog station. Kindly send the certification to my email promptly as the local government office is closing their accounts soon. Your prompt attention to this matter is greatly appreciated.

I just wanted to clarify the baggage policy. Starting on October 5, [redacted], passengers are allowed either one piece of checked baggage weighing either 20kg or 32kg. If you have a total of 40kg, you can check in a maximum of two pieces of baggage. Am I permitted to have a 32kg checked baggage in addition to my carry-on luggage? I have booked the GO Flexi Bundled fare, which includes two pieces of checked baggage totaling 20kg, with seat 25C. I have also paid for the Philippine Travel Tax.

Hello, I am writing to let you know that we recently lost one of our checked bags on our Manila to Tacloban flight. Upon our arrival in Tacloban, we filed a report regarding this matter. However, due to the challenging circumstances in Leyte, particularly in Sogod, Southern Leyte, which has been profoundly impacted by the Typhoon, we might face difficulties in communicating with the airport. We sincerely request your urgent assistance in resolving this matter promptly as we have already made payment for this missing baggage. Thank you. Bag Number: [redacted] Passenger: M. Barredo

I am experiencing difficulty booking because the system claims my travel fund does not exist, even though it's valid until June [redacted]. I've tried reaching out through various channels - Facebook, Instagram, Twitter, and email - with no response. Additionally, I'm unable to proceed with payment on your website; it endlessly loads without redirecting me. I am frustrated with this situation and the lack of customer service provided in the Philippines. Please investigate my travel fund linked to reference number XHLRMG.

I just want to cancel my rebooking. I made a mistake and didn't fully understand the consequences when rebooking. We don't have money to proceed with the payment. We really need to get home for my sick father. We don't have the funds to pay for the rebooking, and we might not be able to make it home. I apologize and ask for help to cancel the rebooking and revert back to the original schedule. I hope you can assist me.

I am unable to accept the date change as it conflicts with my work schedule. Can you please connect me with someone who can help me further? Hello Arwen, I wanted to inform you about a change to your flight with booking reference BM5HXE. We have rescheduled you to the next available flight. We apologize for any inconvenience this may cause. Due to the changes, the seat you originally purchased is no longer available, so we have assigned you a new seat at "17D."

I have three valid reasons why portable solar panels are not allowed for baggage. The airline did not specify the types of baggage allowed during booking, which is frustrating, especially for situations like providing aid after a typhoon. My friend, with initials F.A., is traveling to Dumaguete to help her family affected by the typhoon and brought the solar panel to assist with the lack of electricity. It is disappointing that the airline is not accommodating in times of calamities. It would be beneficial if the airline either allows portable solar panels or refunds the baggage fee so items can be sent via cargo shipping. Urgent action is needed to address this issue to avoid negative publicity on social media. Thank you.

Hello, I'm Liza D. I have a booking with reference No. VMJTVH. I need to change my flight as my husband accidentally booked Manila-Cebu instead of Cebu-Manila for tomorrow, December 27. I kindly seek assistance as I aim to bring my family to Manila before New Years. The circumstances in Lapu-Lapu City are challenging for us with the kids. Your understanding and help are greatly appreciated. Thank you ❤️

Hello, I have a question about my flight schedule. My arrival in Manila from Iloilo is at 15:25. Then my flight from Manila to Tacloban is at 12:20 on the same day. This happened because my flight was rescheduled by Cebu Pacific. How can I make it to my flight from Manila to Tacloban on time if my arrival in Manila from Iloilo is at 15:25 and my departure to Tacloban is at 12:20 on the same day? Won't I be late? Is it possible to change my flight time from Iloilo to Manila on January 20, [redacted]?

Hello, I am kindly requesting a copy of the Email Confirmation from Gcash Support that was sent to Cebu Pacific Air on December 17, [redacted]. This concerns a booking error that occurred on your website on November 30, [redacted], at approximately 11 pm. Despite the error, the payment was successfully processed through Gcash. On the mentioned date and time, I made a flight reservation for a friend on your website and completed the payment using the Gcash app. Although the payment went through, no itinerary was generated due to a website error. Subsequent attempts to book resulted in the same error. Even after 24 hours, my friend did not receive an itinerary. I visited the Cebu Pacific Air office at the airport to check if the passenger's name was in your system, but it was not found. I have escalated this issue to Gcash, who advised me to seek your cooperation for an Email Confirmation to facilitate my refund process. Your prompt assistance in providing the necessary documentation is greatly appreciated to expedite the refund process with Gcash. I am willing to provide any additional proof via email if required. I look forward to a swift response.

Hello, I am writing to report an issue with a booking I made on the Cebu PacificAir website. On November 30, [redacted], I booked a flight for my friend, Ben Justin Campos, departing on December 2, [redacted], from 10 to 11 AM. I used the Gcash app to pay for the booking successfully. However, after completing the payment, the website encountered an error, and no itinerary was generated. I attempted to rebook on multiple occasions with the same result. My friend did not receive an itinerary even after 24 hours. I visited Cebu Pacific Air at the airport to check if the booking was in their system, but the name was not found. I have contacted Gcash Support, and they have reached out to Cebu Pacific Air with ticket number [redacted]4 to process a refund. I kindly request Cebu Pacific Air to cooperate with Gcash Support for the refund process. You can reach me via email at [redacted] or phone at +[redacted]06. Your prompt attention to this matter is greatly appreciated.

Hello, I hope this message finds you well. I recently received an updated schedule for my bookings via email. However, it appears that there may have been a system error causing the changes to be automatically accepted. I would like to inform you that I prefer to reschedule my flights to the following dates: - Departure on March 25, [redacted], on Flight 5J [redacted] - Return on March 30, [redacted], on Flight 5J [redacted] Could you please adjust the booking schedule accordingly for the following booking references: QL7GQH, JMQQKB, XIB4WA, LMZH7B, YIRFJA? Thank you for your assistance.

I need to fly from Butuan to Manila with my two dogs. Today, I visited your Butuan Cargo office twice to make arrangements. I had booked my flight to Manila and was scheduled to bring my dogs for check-in at 6 am tomorrow. However, I received a call at 6:30 pm informing me that the new flights have no ventilation for pets, so my dogs cannot fly. Being alone in Butuan after coming from Siargao post-typhoon Odette, I have no one to care for my dogs here. Given that it's New Year's Day tomorrow and everything is closed, I am in a difficult situation. I cannot afford to lose the money spent on my flight and accommodation in Manila. The sudden change in flight conditions is very upsetting, especially after doing everything requested to transport my dogs. I am disappointed that this information was only shared with me after 6 pm, and I am left wondering why all flights for tomorrow were changed to non-ventilated aircrafts.

I, Radzma Taala, am requesting to claim my lost luggage at Dubai Airport. My flight from Riyadh, Saudi Arabia, to Dubai was on October 12, [redacted], at 9:45 on flight XY213, arriving at 10:55 in Dubai. Unfortunately, I did not bring my luggage with me to the Philippines due to financial constraints as my ticket only covered Riyadh to Dubai, not my connecting flight to the Philippines via Cebu Pacific Airlines. I authorize my relatives in Dubai to claim my luggage on my behalf by providing their proof of identity, such as an ID and a photocopy of their passport for legal purposes to facilitate sending it back to me in the Philippines. Thank you for your assistance and understanding. Radzma Taala

I have a travel voucher expiring in May [redacted]. I’m currently abroad and unable to use it due to Covid restrictions. I tried to get a refund but couldn’t find the option in my booking account. I bought the tickets before the pandemic with the intention to visit family in the Philippines. With the expiry date approaching, I need advice on how to proceed. Chatting with Charlie, the chatbot, didn’t help. I couldn’t reach a live agent through the chatbot. Any guidance on converting the voucher to a refund would be greatly appreciated. Thank you.

Good evening, my name is Bailaila Bansawan. I booked a round-trip flight for January 10 to January 22. Today, I received a text and email that my flight was rescheduled to January 19. I am reaching out to see if there is a possibility to change my flight to January 16 instead of January 19. It has been three years since I last saw my mother, and I miss her dearly. My job approved my vacation leave only from January 10 to 22, and I am hoping for your assistance in this matter.

Subject: Assistance Needed with Cebu Pacific Flight Refund Credit I have recently experienced multiple flight cancellations with Cebu Pacific for bookings under the names of "Sunshine Cualay" and "Aloja Cualay." The most recent cancellation was for booking "HMWWTE" on 26/11/21, for a return flight from General Santos to Manila to Dumaguete on 10/01/[redacted]. I made this booking at the Cebu airport office. Due to travel restrictions related to COVID-19 from Europe (Switzerland) since 15.03.[redacted], I am requesting an extension of my "REFUND CREDIT" of PHP [redacted].00 until 29.04.[redacted]. I also would like the option to use this credit to book flights for my guests online. I have authorized my fiancée, Sunshine Cualay, to act on my behalf. Her contact number is +63 [redacted] [redacted] 55 25. Please assist in resolving these matters. Options for resolving this issue include extending the refund credit, converting it into a voucher, or transferring the credit back to my VISA card ending in [redacted], Salzburger Volksbank, Austria. Thank you, Othmar Bussmann

Hello CP Air, I'm Alonzo Hernandez Jr. from KAPLAG, Inc. in Gingoog City, Misamis Oriental. KAPLAG, Inc. is a mountaineering club in our city, known for discovering the crash site of flight [redacted] on February 4, [redacted]. Since the incident, we have been organizing annual tribute climbs to honor the victims on Mt. Lumot, Brgy. Lunotan. This February 5-6, [redacted], marks our 24th climb. We've created two trails to the crash site where we've preserved various plane remains like crew coats, passenger belongings, and more, making it a significant attraction for participants, enthusiasts, and tourists. The Cebu Pacific Flight [redacted] Tribute Climb has become a key eco-tourism event in our city, thanks to our partnership with the local government. We would like to invite CP Air to join us as a partner for this year's climb to make it even more memorable. For further information, please reach us at [redacted] or [redacted]6. Thank you.