Cebu Pacific Air
226 reviews
Would put 0 stars if could. We have made mistake with booking, tried to change it, had to deal with numerous phone calls to the customer service which was kept dropping, different customer service agent gave us mixed allowances and change fees, We finally agreed to pay our luggages and seat selection AGAIN after phone getting dropped out of… Read more
nowhere 6 times, exhausted yo having explaining our situation, and confirming the same details over and over again, they have us the difference which was about 2000 pesos, they were supposed to provide the invoice, they didn't do for us, so we had to call back a few days later and they gave us the double amount. Not sure if we were dealing with customer service or scammers, both their call system and customer service need to be improved, if you can find another airline inside of the philippines, please do, I would pay more money instead of dealing with their incompetent and cunning customer service. The issue still hasn't been solved, I doubt that we will get to speak yo anyone from complain department, they clearly dont give a hoot about customer service.
Complete scam-level behaviour from Cebu Pacific. I paid extra for a legroom seat and was deliberately shoved into a standard seat—no explanation, no apology. As a tall passenger, the flight was unbearable. Then they refused a refund because I had already flown—convenient after taking money for a service they never provided. This is nothing but a… Read more
bait-and-switch. No integrity, no accountability, no customer service whatsoever. Do yourself a favour and stay far away from this airline.
We had a very frustrating experience with this airline. During booking, we encountered a system glitch, and there was no accessible way to contact customer service by phone. We reached out through chat support to request a reschedule, but instead of receiving any courtesy adjustment, we were required to pay a fare difference. To make matters… Read more
worse, the representative rebooked us on the wrong date, and we were then asked to pay another fare difference to correct the mistake. This lack of accountability and poor customer support is extremely disappointing.
Based on this experience, we will not be using this airline again.
Reviews with attachments
Don't Cebu Airlines in Advance – Aftet booking 11 weeks in advance there was a change in plans a week later and after countless emails Cebu Customer Care Staff couldn't care and pointed out their policy to say l forfeited my money of $450.You wonder how these Airlines can keep money with such advance and it only comes down to heartless greed. Show details
Cebu Pathetic – Dear Cebu Pacific Management and All Prospective Cebu Pacific Passengers, [Content Removed] This is an open letter from a long time Cebu Pacific Passenger both domestically and internationally flying with Cebu Pacific for the last 15 years. I address this letter in complete and utter exhaustion and disdain after numerous years of continued… Read more
delays of incompetence and complete lack of professionalism and organisation but this is officially the last straw.
As both an Australian-Filipino passenger I am completely disgusted by the severe lack of care this airline has for it’s passengers and it’s cheap budget airline tactics to either A) Make you pay for basic needs such as food and water (Particularly on long 8 hour flights) or B) Use evasive tactics for you to re-book or fail to make your flight. Speaking as both a Filipino and Foreigner are we not all tired and embarrassed of this airline’s repeated failure to be a good representation of OUR CULTURE, OUR PEOPLE, the PHILIPPINES?
I could go through a series of numerous blunders by the airline like the purposeful timing of exactly 12 midnight to confuse passengers about the date in which they fly out so they can make more money in rebookings or how about the continuous delays we all know too well. But on this occassion that broke me was an important transfer from Cebu to Manila (5J582) to our international flight to Sydney (5J039).
After having been delayed and moved to another flight from Cebu to Manila we faced a typical disorganised and rude ground staff, trained to avoid and dissuade; hiding the airlines typical lack of care. What makes this instance particularly damning other than the staffs typical non-chalant manner to our issues was the complete and utter disregard for us as transfer passengers and their refusal to accept their own fault in organisation.
There were approximately 20 passengers in total with connecting flights, some solo travellers, some with young children and some with elderly parents such as myself. Not only did we already have 3 hours to get to the Gate but they reduced that time by 15 minutes by holding our luggage hostage for their own “ease of care” or shall I say another rebooking tactic in order to claim their “no show” policy. Not only were we refused to get our own luggage but some passengers were even misinformed to retrieve their own luggage confusing us passengers more.
Moreover once waiting patiently for the luggage above as directed in Terminal 3 (after being told it would only take 30 minutes) we ended up waiting til LITERALLY 15 minutes before our boarding time with their excuse saying we have to “check the luggage” after once again having to check our luggage anyway for check in as per international Australian protocols (which we understand). Once we received our luggage however we were shocked to find our luggage had been aggressively mishandled and broken.
Where the main issued lied was their refusal to provide us our boarding passes which in turn would render us vulnerable to having to rebook as there is no liable evidence that we had checked into our flight which as you guessed it makes us liable to their “no show” policy. In short we were at the mercy of the airline with our literal luggage basically being held hostage for ransom (rebooking flight fees).
Sadly the story doesn’t end here, while they said we would be guided through a fast and easy immigration lo and behold no ground stuff were waiting to take us immediately through. If it weren’t for my quick thinking to ask security for entry to the priority immigration boarding for flight attendants me and my 62 year-old mother and 74 year-old father would be left stranded once again by the direct fault of the airline after an already stressful situation.
The fact no airline stewardess staffs were then informed of the situation with our transit situation was just another nail to the coffin. After running through immigration, going through another swab and frisk check we were met with rude judgemental boarding staff insinuating we were at fault for being late after it was their own issue and lack of communication . In the end we were given no help, no care nor compensation something most Cebu Pacific Passengers know all too well.
So this message is a warning to all prospective passengers particularly those with elderly family members and children; do not fly with Cebu Pacific. Are we not tired as filipinos of their own lack of organisation while we pay for their problems? Are we not tired of an airline that reinforces negative stereotypes about OUR COUNTRY, OUR PEOPLE. Are we not tired of being swindled and mistreated while this company makes profit off underhanded and evasive tactics? Even for a budget airline this is more than mistreatment and is a clear abuse of money and power; implicating the Philippines in further corruption scandals. It’s time the airline and the operators of Manila airport reflect on how we are represented as a country and take responsibility for their continued failure to provide for and represent the people. Furthermore it’s time for us to hold these companies accountable for their actions or their lack of.
Sincerely Passengers from Flight 5J582 from Cebu to Manila transferring to Flight 5J039 to Sydney.
Goodbye to your Money – Had a flight booked with Cebu Pacific from Cebu to Bali which they cancelled due to the recent volcanic eruption. They have since done everything possible to not refund the money. Followed the refund procedure they proscribed on their website but as they had not marked the flight as cancelled this went nowhere. Tried to follow another path on… Read more
their website but when it came to the "request refund" tab then suddenly my booking could not be located.
Tried to send a message to their customer care centre but I got a message back that my device was deemed a "security risk" and therefore no further communication was allowed.
Used another device on a different server and was finally able to send a message to their customer care centre and received an email back asking me to verify some basic details of my flight such as name, date, flight route and how I booked the ticket. After I provided these details Cebu Pacific responded by saying these details did not match with theirs and they could not advance my request.
I have come to the conclusion that you are better off finding a big rat, sticking wings on it and painting it yellow in the hope that it will fly you somewhere. It has more chance of flying than you have of getting money back from Cebu Pacific.
Every freakn time – 9 out of ten flight are delayed by 1 hour. When checking in there is always at least 1 hour que. At least. This happens every time. If it happens everytime. Then it should be apparent to hire 1 extra check-in staff. Or don't say the flight leaves at 1.30 when it will leave at 2.30 every single damn time. Cebu is an absolute piece of work. They are really just taking the pis.
Latest follow-ups
This airline is dis grace to filipinos no customer care all they want is pay the passenger all the changes and everything better to book on better named airlines rather than booking on this airline Cebu Pacific! Not again to book with cebu pacific!! Waste of money waste of time! You are booking an holiday to relax not to get stress!!
Follow-up · Its been 6 weeks since my refund has process and untill now money does not come on my account I tried to follow up they say within 6 months! This is like a very slow process to return my own money! Cancellation is approved and yet money has not return yet!
Consumer law clearly states that if the airline shortens the distance of the flight then it must cover the cost of the extra flight to cover the distance cost from the new shortened take off point. In this case I booked the flight from melb to… Read more
manila. Cebu Pacific changed it from sydney to manila without any reduction in price yet the distance was much shorter. I was forced to get another flight from melb to sydney to be able to get my flight from sydney to manila. This was through no fault of my own. These scammers have failed to reimburse me for the flight from melb to sydney that I was forced to book due to the incompetent airline failing to stick to the original itenary. This was not my fault so I should be compensated. Not one person from customer service has shown any compassion!
Follow-up · They still disobeying the law but are now being prosecuted by the Civil Aeronautics Board - Legal Division
Positive reviews
Crazy huh? A 5 star review for Cebu Pacific... Who would have thought. Just flew from Boracay to Melbourne via Manila. Both flights on time. Staff lovely and hard working. The A330 from Manila to Melbourne brand new and very clean. Seat pitch much better than expected. Everything perfect considering the cheap fare... So, having experienced first… Read more
class Emirates recently and a dreadful Qantas Manila to Brisbane flight, I had low expectations, but Cebu are great! It's good to expect nothing and then when it's good - it's great!
Food and bev are cheap and an ok selection... Staff were constantly cleaning and being available. Plane was quiet and well managed. Compared to Jetstar or AirAsia - they're one step above.
Yes, I would use them again. They set a good standard for a low cost carrier.
First time travel on Cebu Pacific absolutely enjoyed our holiday as we purchased on line with a good deal Melb/Manila/Caitlan/Boracay....ground staff n cabin crew so efficient/respectful n very accomadating to all passengers.....only issue would be da seats don't recline for a long flt especially....But overall GREAT EXPERIENCE....Will travel again... Show details
Rescheduling was easy – My main flight to manilla was delayed 24 hours due to a cyclone so my interconnecting flights did not meet up. I was able to get onto the website. Access manage flight. Alter the day. My front row seat 1d was kept. All luggage included and my optional meal transferred to other flight. One of the easiest transactions. On another flight I arrived… Read more
at airport to find that I had booked incorrect date. My mistake. In Australia we put day first then month. I thought I booked 8 of march but booked 3 august. Staff at counter changed ticket and I connected with international flight.
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Negative reviews
Terrible service! System is no good. Online booking system and the counter customer service system does not talk to each other hence whatever transaction you did online- it’s not visible hence they can’t help you. Facebook Messenger Chat is no good too… been chatting with the bot and promised to be connected for a live agent for refund issues…… Read more
radio silent after that until now and tried several times already.
Flights Always delayed.
They are not reliable and unresponsive in terms of refund after asking to pay the 2nd time for booked and paid flights after two weeks!
I won’t stop writing bad reviews to this airline on all platforms so other customers will not be out of pocket for thousands and enjoy a less stressful travels. Surely there’s more better options for your money and comfort.
Even though they have good sale and prices are so low you can't rely on them. This is the second time for the last bookings I made where they have changed my flight and I have to book another flight because the flight they offered couldnt accommodate me. That being said it effected my hotel booking where I had to pay more. In the future the stress is not worth the price I will be flying with PAL.
Wouldn't give 1 star but had to. Had 2 flights booked from manila to kalibo return they changed flights which disrupted our holiday plans which in turn has cost us more money. Changed flights as we had to but realised we made a mistake and booked a day early tried to change flight forward one day just to fly to Kalibo and they want to charge us… Read more
13,500 peso when they were the ones initially that changed our flights. No compassion just a greedy company will not fly with them again terrible customer service
Recent reviews
I gave it one star because it's not possible to give 0 or -1. We had a trip with a connection, which was delayed, by the way. They charged us for excess baggage on both legs, and the service was terrible. A dreadful experience. I don't recommend it. Show details
After finding out I have prostate cancer they still wouldn't refund me my money or even give me a date change. Even after showing them documents. They are a horrible airline with the worst customer service ... Even after medical emergency they would not refund my money . Show details
New plane. On time. Staff generally lazy, getting food out so they can sit. Food terrible, ran out. Seats don't recline, ok for me. You have to even pay for water, this by far was the stinginess thing the airline could do. Toilets few, and not cleaned during flight. No paid or otherwise entertainment. First and last time, I was warned!!!!! The old adage.... You pay for what you get applies here. Show details
Took all of our small water bottles off us, then wanted to charge us for bottle water. Did not accept a Visa Debit card on the flight, so we went without drinks and food for a long flight. Poor legroom, and staff are not that helpful or understanding. Show details
Fly yesterday from Manila to melbourne.one of the worst experience as no snacks or food was included in the $850 flight, which is understandable but as I like to buy the food after 4 hour of flight they refused to take payment through debit or visa card. I had 3 different banks but they do not accept that. And ask for a credit credit. I tried to… Read more
just meet American express credit card and they won't accept that well. Someone starving on 8 hour flight, travelling with kids have no option to buy food and only answer was the airline policy. One of the worth experience in Cebu...
By far the worst travel experience I’ve ever had. Before booking, I spoke to a Cebu Pacific agent to make sure my luggage was within policy (I know they’re very strict) and I even disclosed my disability. Despite that, when I arrived at the airport the staff laughed at me for being confused, made fun of me, and then forced me to check in my… Read more
carry-on bag—even though it was both under the weight and size limits when measured in their own sizer. Their only excuse was that it was “too bulky,” but they refused to explain further, leaving me no choice but to pay 2000 pesos.
To make matters worse, their “no photography/filming” policy meant I couldn’t document the interaction, and when I asked for the staff’s names, they refused to give them. The final insult: they broke my luggage. When I reported it immediately at baggage claim, they just shrugged it off.
Absolutely unacceptable. Terrible customer service, zero accountability, and outright disrespect toward passengers—especially those with disabilities. DO NOT fly with Cebu Pacific.
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Took over an hour to add baggage. Absolutely disgraceful website. App nor working. Had to open account to add baggage even though I had a booking. Ridiculous. I wish I had read the reviews before I booked. Sounds like they are worst than Jetstar which is really really bad. Show details
To Whom It May Concern at Cebu Pacific, I am writing to express my extreme dissatisfaction and frankly, disgust, with my recent experiences on two Cebu Pacific flights: Dubai to Manila and Manila to Melbourne. First, the Dubai to Manila flight was a complete disaster. You canceled and refunded my flight just days before departure, only to force… Read more
my group of three to repurchase tickets for both legs, leaving us $2000 out of pocket. I am still waiting for this refund and have serious doubts about ever seeing that money again.
Second, the Manila to Melbourne flight was an absolute joke. Your staff called my name just five minutes before boarding, accusing me of having something "suspicious" in my bag. After arguing with staff who could barely communicate in English, you forced me to miss my flight because of a POWER BANK in my luggage! Unbelievably, you offered no hotel, no assistance, just a change of flight two days later. After spending 4+ hours scavenging to get the luggage back. This is unacceptable.
I demand a full investigation into these incidents and appropriate compensation for the financial loss, inconvenience, and distress caused by your incompetence. I expect a prompt response and a clear plan of action to rectify this situation.
Sincerely
I have scored in the middle because they can be great or just horrible and deceitful, what i can tell you is if its horrible and deceitful just approach one of the ground staff and make them aware that you know your rights as per the CAB (Civil Aeronautical Board PH GOV Agency) they are powerful and take swift action if you need to get them… Read more
involved, on a recent flight 20th June 2025, 5J-582, as i was tracking the inbound flight 5J-581 left manila on time but around 5 minutes in to the flight it had returned to Manila, as soon as it had landed back in to Manila I approached one of the ground staff at Cebu mac tan airport and told her that I was tracking the inbound flight and noted it had returned to manila I also mentioned that I had a connecting international flight departing at 2.45am the next morning, around 1 hr later she told me they had sent a replacement plane, well no they did not 1st lie, another hr later i told her that if this flight is delayed more than 4 hrs I can demand at your expense (Cebu Pacific) any flight going to Manila on any airline in any class available, I had asked to be put on the next Cebu pacific flight to which they agreed to, it was highly stressful even tho I had left more than a 5hr connection time for these types of situations, they need to be more proactive in dealing with flight delays, I thank the Philippine government agency for making these corporate giants accountable especially for its citizens, one other occasion I contacted the CAB to get them involved in another delay in which we were not given proper updates or snacks as per the regulation, after a missed connecting flight also on Cebu Pacific, the CAB issued them with a show cause notice we were given a free one way ticket on any international route of Cebu Pacific.
Cebu Pacific I'm sad to say, has had it's day. Now, obviously, customer satisfaction is an afterthought. Profit is king first and foremost. Having used the airline on dozens of flights over the years, I have witnessed their decline in Reliability, service and value for money drop to the terrible low point, it has reached now. Reliability… Read more
was never a strong point for Cebu Pacific, but it's now gone beyond a joke. My tip to anyone considering booking a flight with a connection in Manila to go domestic. Make sure you give yourself at least 5 hours between flights, as you'll have almost a zero chance of clearing immigration and then catching your connection due to the guarantee that your first flight will be delayed by at least 1 hour, more than not. My most recent flights from Sydney-Bacolod, Bacolod-Sydney were ALL delayed by a minimum of 1 hour. Don't plan on getting anywhere on time, it's not going to happen with this airline. The pricing, yes, is a little cheaper than Philippines Airlines or Qantas. But as with all Budget airlines, add the cost of luggage, food, drinks, seating choice, you're still going to only save a couple of hundred dollars at best. Not really worth it considering you get no seat back tv, and terribly uncomfortable seats. In summary, if you're willing to sacrifice comfort and reliability to save 2 or 300 dollars, then more power to you. For me, it's back to Qantas and Philippines Airlines.
Your airline is a money-scamming, glitchy website, false pricing and no help to an honest customer. Cheap flights advertised but does not include travel tax. More than 8k php charged for a family of 4 which is almost the the same as the flight cost. Glitchy website that is slow even with a very good internet connection here in Australia.… Read more
Automatically adds on travel insurance when booking (lucky i noticed it and cancelled travelsure). After cancelling the insurance, the booking dates were wrong and only noticed it after payment. Tried calling after 10 mins of booking but was told by an automatic message to do this on website. Website did not allow me to log in! Asked my family to go in personally to their office but was told this was a human error and was asked for proof. DO YOU EXPECT ME TO SCREENSHOT ALL THE PAGES WHEN GOING THROUGH THE BOOKING PROCESS???? Rebooking fee to the planned departure date costs the same as the flights which is ridiculously even though i tried to make changes within a couple of hours from booking. Your charlie chat box which is AI is no help either. You are a shame to the filipinos and will not be recommending you over my dead body.
If you value any basic level of comfort I can not recommend this airline for long haul flights After a back breaking overnight flight from Manila to Sydney in a freezing cold cabin I can definitely say in terms of budget airlines Air Asia is a decent and reasonably comfortable experience compared to Cebu Pacific. We are comparing 2x4x2 well… Read more
padded seating configuration on Air Asia's A330 to 3x3x3 'city bus' comfort level seating on Cebu Pacific's A330. The seat pitch is teeny tiny and the seats virtually devoid of padding - akin to a metro city bus seat..
Cebu Pacific has indeed set a new low in disregard and disrespect for the comfort of passengers. Unless you are really desperate to save a couple of hundred bucks go with PAL or Qantas for the 7 to 8 hour direct flight between Manila and Sydney - especially if it is an overnight flight.
To be balanced, over many flights I have always found the Cebu Pacific crew to be friendly and attentive and find their website pretty good.
But apart from that this airline is on the bottom rung of low cost carriers, and I'm fairly certain that this contempt for passenger comfort will for sure hinder the airlines growth in the region.
They cancelled my flight, and it’s been over 60 days — yet I’ve only received a partial refund. Now they’re refusing to return the remaining balance, claiming they don’t have the correct details, despite multiple follow-ups and confirmations from my end. Completely unacceptable. I will never use this airline again. Show details
They changed the flight 3x and eventually delaying it for about 2hrs. My family had a connecting flight in 2 different bookings. MEL-MNL, MNL-TUG, with 3 hours difference. But the first flight was delayed and they offered not a even a single help to manage the situation. I asked them to move the connecting flight to a later time but mentioned… Read more
there's nothing they can do to help and advised to keep the flight as is. There's only 2 hrs layover, they have to wait for 3pcs checked baggage in NAIA then check them in again for the TUG flight. 2 hrs is not possible in NAIA. But they had zero consideration even mentioning the fact that travellers are all seniors (84, 64, and 61 years old). It ended in a situation where they missed the TUG flight and I had to rebook it again for the second time. They did not even offer a lounge, not even a single cent compensation. They only care about the business and never about their passengers. Imagine how tiring and stressful the experience was for an 84-year old passenger. Worst airline ever!
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been 2 months now and still denying any wrong doing~!