Dear Cebu Pac,***I’m one of the passengers of Cebu Pac *J *** bound for Manila from Dum...

GetHuman-zaberae's customer service issue with Cebu Pacific Airlines from May 2019

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Dear Cebu Pac,***I’m one of the passengers of Cebu Pac *J *** bound for Manila from Dumaguete that is scheduled to arrive around *:**PM, May **, ****.**I would like to make complaints about what happened during our flight.*How can your pilot afford to let your plane fly without enough fuel??*I must admit that Manila is having a bad weather and sure will challenge all the airline pilots to land especially if it’s a budget airline considering the aircraft size. However, this is not my first time to be on a flight in such bad weather condition, but definitely my *st and worse airline pilot experience in my entire life.**When we’re around Manila area, your Pilot informed the crew to be seated in preparation for landing - during those times we already felt the turbulence. After few minutes the pilot announced that due to traffic we need to stay in the air until further advised. It was a bad weather but it’s not like the “I’ve never experienced before” kind of weather. Later on we felt that the plane is over speeding, not sure what it is for and why it’s happening. Then it slows down, moves steady and back to its normal momentum. At those times we started to feel uncomfortable. We’ve waited for a couple of minutes until the pilot informed the crew to prepare for landing. Seconds after, the plane is rushing through the cloudy sky in an over-speeding run and we don’t know what is going on. The only thing we know is we’re moving so fast with clouds rushing through our window like as if we’re on a racing tournament. After few minutes the pilot announced that the plane is running out of fuel and need to land at the nearest airport which is Clark. In other words, the plane can’t stay and wait for our turn to land because the plane is out of fuel!! Everyone was shocked. We do not know how to react as we still feel the over-speeding after he announced it. As we land at Clark, your flight attendant advised everyone that we redirect our flight to Clark due to bad weather with a caveat “according to the Captain”. Later on as the plane totally stopped, the pilot again speak expecting him to pamper the passengers but to our surprised he confessed that in his xx years of experience what happened to us was the worse- I assumed he referred to the plane running out of fuel.*We stayed for hours in Clark waiting for the refuel to finish and advise when to depart. In that ** hours of waiting I am seeing passengers rushing back and forth to the restroom and hungry. We asked the flight attendant if there will be food to offer or for sale and she said they will serve food. We waited and it came. It came **mins before the plane departs to Manila. The food was just cup noodles. Only half of the passengers were able to get the cup noodles because we’re about to depart. The remaining half were given the cup noodles after departure but with no hot water because they have nothing to offer and one flight attendant said because we’re to land manila soon. We landed Manila airport around **pm already. Traumatic and super exhausting experience.**How can your plane fly without enough fuel? What if we’re not able to land to Clark? Are we to die? Are you not checking your fuel tanks before you leave? What and where are your control checks? It is definitely not about the bad weather -why? planes before and after us able to land.*How can your pilot be so poor in communication? Don’t you train your pilots on what’s the proper way to handle issues? I can really say he’s nervous but I didn’t expect him to be that insensitive considering he mentioned that he’s an experienced pilot. He made everyone feel more scared. I was praying no one will experience heart attack. He could have just informed the passengers that he’s redirecting due to bad weather and not the fuel issues. He made everyone feel so hopeless.*How can your crew not prepared of what to do? Took them hours to serve food. Took them hours to serve cup noodles without any advise?**The experience was super exhausting and traumatic to the passengers especially to me and my partner Elisa Gonzales.**I expect action for this asap. It is unfortunate. Very unfortunate and very unprofessional.**I am still emotionally and mentally unstable as i write this. I can still feel my heart beating strong to what happened.**Your crew especially your pilot must be in question. What if we’re unable to land safely?**Can anyone reply to me

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Cebu Pacific Airlines

Customer service issue
Reported by GetHuman-zaberae
May 22nd, 2019 - 4 years ago
Not resolved
Seen by 8 customers so far
Similar issue to 2774 others
0 customers following this


GetHuman-zaberae started working on this issue
May 22nd, 2019 12:28am
GetHuman-zaberae indicated the issue is not fixed yet.
May 23rd, 2019 4:16am