- Verified customer
Scam. Do not waste your time with this airline
I was offered and accepted a full refund on 16 March. Initially told it would be two months then when two months had passed, suddenly it would be 3-4 months for the refund to be processed. It is now 23 July and my money is still being withheld despite being past the 4 month mark. Useless apologies asking for my understanding when I’m over €200 out of pocket mean nothing to me. Other airlines have managed to issue refunds despite the crisis, I cannot think of any excuse for me to have still not received my money back. I would give 0 stars if I could. Not a trustworthy airline
- Verified customer
Worst Airline EVER!!
When all flights were cancelled because of this virus, and not hearing any word about my flight I tried to contact Cebu Pacific for information but could I get through to them..."No!"
They had no email to contact, I mean who in this day and age has no "email", so you would think a Company like an Airline would have one but no.
All they had was several "international" phone numbers, as if I was going to waste a ton of money calling them up on an international number and then be put on hold for half an hour.
Oh they also had an address to writ...e to as if that would be any better. Well after many attempts to contact them with no response and finding out I wasn't the only one who was having a difficult time contacting them I finally receive a response by email.
Cebu cancelled 2 of my flights for 2 people without notification. No option to get refund or modify booking as status online was cancelled. 2nd flights - called to move our cancelled flights, they didn't offer refund, only provided travel fund, even though the call was made after they announced full refund. In the end this moved flight was cancelled. 3rd flights - Due to lockdowns, modified to another flight & had to pay the fare difference, couldn't use travel fund online & couldn't call. This flight got cancelled again with no reason provided.... 4th flights - I had to buy another flight on different route without using travel fund as there's no option to reroute or use the fund online & they didn't pick up calls. After 4 flight cancellations they only refunded 1 cancelled flight & the rest in travel fund which after hours of calling different agents, they didn't agree to convert travel fund to refund. Partial refund takes 3-4 months with no email confirmation can be issued. Might not even get refund as they might get bankrupt then. Travel fund only valid for 5 months when most countries are in lockdown. What a disgrace! Cebu, if you don't get this fixed, I'd report this to authorities
Most dishonest unreliable and incompetent airline
Canceled and rebooked my wifes flight then after she arrived in Singapore cancelled her ticket from Singapore to Cebu without warning or explanation........Despite repeated calls which they hung up on us and wouldnt return emails
They charged us for a for delayed flight
We received an email from Cebu Pacific late at night of the 27th December 2019, regarding our 6pm flight on the 29th, that it is delayed by 2 hours which ruins our scheduled plans. We have other family members (passengers) who received the same notice. We were all online, checking which flight to reschedule and noticed some where booked out after selection so, I checked the 4pm flight whilst another family member checked the 6am flight. From there we decided to go with the 6am flight when I realised our flights were confirmed to 4pm. The page t...hen turned to an error message and before we knew it, our flight was confirmed. I never clicked, nor saw a 'confirm' button. We were then on the phone to Cebu Pacific customer service for over nearly 4 hours only to receive the same response that its 'been confirm by us' which I didn't! We have to pay 21,000+ peso to re-rebook our flights. We are extremely disappointed at Cebu Pacific's service as they have provided us a last minute notice of delay, their online service is (at least) misleading and your customer service is inflexible and not understanding of our misfortune. Luckily our other family members selected the correct flight for their booking as they mentioned that they didn't press 'confirm' either. For someone who works in customer service for over 12 years and 5 years in the technology space, it's surprising to still experience a low quality customer service in this day of age. And as a former techincal customer service rep, your online service needs improvement to change the 'continue' button to 'confirm' and a 2nd level or pop up warning message before officially confirming.
Worst EXPERIENCE EVER
To begin with, the self check-in kiosks DID NOT WORK (it also didn’t work for many people). As a result, all of us had to be manually checked in by ONE staff. The line extended till the next airline checkin. To top it off, the flight was delayed (not surprised). Never booking with this airline EVER AGAIN!
You have alot of better options from Austrailia.
Please don't book cebu Pacific. You have alot of better options from Austrailia. I booked return flights only to have then changed by Cebu 2 weeks out from traveling. The new times meant our trip was shorter. Cebu offered a refund and said this would take 20 business days. It has now been 6 weeks and I still have no refund. I have tried calling and emailing to follow up on my refund and get no where!. The service is pretty poor. When I called again yesterday I was now advised that the refund would take up to 3 months. This is not the f...irst time they have lied to me around flights or refunds. If you do chose to fly with them expected to hear what you want to hear but have the complete opposite be the truth. Times frames promised will not be stuck too. I will never fly Cebu again and I hope you would think twice about choosing to fly with them. Other things that went wrong with Cebu in this trip: -We were told to our faces that our luggage would need to be picked up in Manila (which suited us as we had a hotel booked because Cebu changed the flight so we had a 14 hour transit) but they had checked our luggage in ro Melbourne. Missing luggage! -I raised a complaint about this lie and was told someone would contact me. 4 weeks later no one has -I was told the refund would take 4 weeks. 6 weeks later still nothing. This time I was told it would take up to 3 months! What? Hiw can a refund take a quarter of a year????
- Verified customer
Terrible but at a good price. No drinking water supply: Manila to Melbourne
Melbourne to Manila: The baggage check-in process at Melb Airport is the worst I have ever experienced anywhere in the world. Chaotic queues that make no sense. Prepare to break through the queues and get to the middle section to print your own baggage tags and boarding pass and make your way out of the middle section to find the starting point of the queues. Once there, be prepared to wait for a full 2 hours or more to 'drop' your bags off. Inflight is similar to all budget flights, it is BYO entertainment and if you ordered food while bo...oking your ticket its a bonus. Manila to Melbourne: Another terrible experience, bag check-in queue was very long with ? 2 people checking in the customers. They get you to open every bag and put 'stickers' on in multiple places, on your bags, passport etc and then scan it several times. Multiple people attest your bags and documents with seals, left, right and centre. ( I guess- its one way of keeping people employed). Once past immigration there is another gate to scan your baggage, you are forced to hand over any drink including water. Made my way into the flight to be advised, there is no option to refill your water bottle. The aircrew gave me deathly stares when I asked for water to drink and gave me half a paper cup of water on request. With the meal purchased on board, I opted for water and was told no water available and was offered a soft drink laden with sugar. I assumed at that point, they don't stock water on board. Apparently, there is a security risk with fluids from Manila inbound to Australia, which is fine and I can respect that (as advised by the security screening officer in charge, when I told him I am a diabetic and need water for my trip). I was advised to show a medical certificate that allowed me to have access to drinking water. However, I wish I was advised of an option to purchase water on board the flight by the aircrew, which I gather is a possibility as per the email response below from customer care. I did complain via their official complaints process and was advised as below: Sorry to hear this. The water provided to you by the Cabin Crew is for their personal consumption and is limited. For your future flight, bottled water is available for purchase on board. Sincerely,
Poor customer service in regards to family emergencies
I just want to express my disappointment with this airline when it comes to family emergencies. I missed my Cebu flight from Manila to go home in Melbourne due to the passing of my grandma in March 2019.
When I asked the Cebu personnel at the Manila (ninoy aquino international airport) if I can get my money back they wouldn't allow it even though they asked me to present them with all the required documents, for example death certificate, any necessary I.D which I had. I was hoping to sort it all out but they told me I needed to go to a Cebu ...branch based in manila but explained that I live in Australia. They said not to worry as I had till November to get it back and if I have a relative in manila, he/she can go and get my money back. However when my cousin appeared to their branch and explained the situation they wouldn't give the money to her and told her I needed to be present. I then rang Cebu in Sydney and told them the situation. They looked up my history and said there's no record of a death in the family and that it was too late to lodge the claim as I only had 30days to do it after March and I wasn't able to get a full refund but only $14 for a 'no-show'. I explained that I was informed that I had till November to get my full money back. I asked to speak to the manager but she refused to put me through as they weren't available. I love Cebu and I don't complain much at all and have flown in the past with no problem but this airline was very frustrating to deal with and displayed no understanding when it comes to family emergencies. As opposed to other airlines who refunded my money back straight away. Main issue here was poor customer service, poor communication and that information relayed to me was inaccurate and I felt like the Cebu staff did not believe my story. Very disappointed. Will not be recommending this airline
All my dealings with Cebu Pacific have been good except for a Refund Payment!
Cebu Pacific Airlines are a very good cheap option, especially when flying to The Philippines. Also the planes were reasonably new and clean and I found the staff friendly and helpful.
However recently my flight times were changed three times and became totally unsuitable and I was offered the option of a refund which I took.
My complaint is I was told reimbursement would take ten days but later learned that was the "approval time" and actual payment would take another four to five weeks.
Travel Tax Rort
Their online website booking form is not clear about the Travel Tax. Its easy to click the wrong button and be charged P1600+. When the mistake is noted and the airline approached for a refund they ask for Passport ID Page Copy, Date Stamp in passport, Flight number, date of travel, explanation. Then they say refunds are 2 weeks to process. Over 6 weeks later and no refund. They also sent me a sarcastic message to say Don't click the Travel Tax box, when in fact its designed to simply trap unwitting foreign customers that will normally just 'let it go' cos they can't be bothered with claiming a refund.
I booked a flight and organized annual leave to visit my grandparents who were dying. The flight was cancelled and rescheduled for the following day. the next that flight was cancelled too. (WHY CAN'T THEY PROVIDE ANOTHER PLANE?). Cebu pacific offered no help to get me to the Philippines in the annual leave envelope available I had to abandon the trip. I couldn't even book with another airline as i was told it would take up to 10 days to get a refund.
They did offer a free one way trip, as compensation , if taken within 6 months. My next an...
WORST PHONE SERVICE EVER
Look I've been driven to write this review simply based on their service. At the end of the day they are a budget international airline, however I'm a little concerned for my safety, as when asked basic questions over the phone, I could not understand their english, they could not get a supervisor on the phone with better english within 30 mins, and if they can't do the basics right...God help us all on their flights!!!
Value for money as ticket prices are low.
Paid about $450 for return Melbourne to Manila flights with luggage which is very cheap, the cheapest I have seen. Departing flight was on schedule which is a bonus when the arrival time is 11.15 pm (2.15am Melb time). Return flight is an ungodly 5.00am. After every one boarded and was ready for take off an announcement was made for everyone to exit the plane due to 'technical issues'. A new plane was sent for and we left close to three hours later. A lady I was sitting next to told me that we were fortunate it was only a three hour delay on ...this March 15 flght as the same thing happened a few weeks earlier with the delay on that occasion eight hours. It was the first time I had flown with Cebu Pacific and I have already booked flights with them again in September.
TERRIBLE!!! The worst airline and poor customer service my family came across in dealing with issues ... in every rule there is always an exemption. The CSR says, we just follow company policies and procedures, blahh blahh blahh... They have to take consideration that if its a direct family that needs transfer of name, it should be doable. Even if needs to pay extra for the transfer fee.
Both my in-laws purchase a ticket and both didnt receive their iterinary. My husband has to call and wasted time just to be on the phone dealing with wherein ...
Airconditioning was off for 45 minutes under Australian Summer Heat
SYD to MNL flight
Flight was delayed for 1 hour
Air conditioning malfunctioned
All under Australian Summer conditions
People cooking inside plane for 45 minutes
No crew to be seen, as if they hid somewhere to avoid customers or to cool off themselves
No water, no towels, no assurances, nothing given during ordeal
No action from pilot, only a singular murmur midway telling customers ac was broken
Honestly their issues are getting worse every time. Not sure if it's worth riding here anymore. Definitely not when paying full price!!! ...And this is coming from a repeat cebu pacific customer Yeah just support other airlines that will actually look out for their customers and not expose them to heat stroke conditions. Who knows what else they can't fix
- Verified customer
They rebooked my outbound flight to after my return flight
Cebu Pacific radically changed my flight details just two weeks before departure for no good reason.
I bought a flight Cebu-Siargao for 2 December and a return for 7 Dec. All of a sudden, they rescheduled my outbound flight to 9 Dec, i.e., **after my return flight**, which they also changed to 8 Dec.
On the phone with customer service it was the usual: we're sorry for the "inconvenience"ñ but no real explanation was given. They were able to organise a refund but you are told to follow up after 24 hours "to ensure repayment". I didn't find this helpful at all.
- Verified customer
Paid $800 return to Philippines for no food and half a window
Booking process was ok, slight delay but nothing too crazy. My main complaints were that I had pre-ordered food online, I was expecting them to serve it on the night flight. Got nothing, my name wasn't on the list apparently. Remained hungry and incredibly uncomfortable in those tight seats. Also, I picked a window seat, but the window was literally where my headrest for my seat was. Horrible.
- Verified customer
Best Low Cost Carrier out of Australia
I flew from Sydney to Manila for only $129 AUD on a bargain seat sale. The staff are great and happy and the plane was new and clean. I just packed a subway sandwich, brought a book to read and sure enough, they had a seat for me. The plan took off and landed on time. I must have saved at least $300 by flying Cebu Pacific.
I would sit on the toilet or hang on to the wing for that price.
Great alternative if you just want to get from A to B and you do not care about all the other extras!
Questions & Answers
My friend booked already to CEBU PAC through a certain ticketing airline services My friend married to a German. The problem is that the first name and middle is correct but the family name that appears on her etenerary is wrong instead of her real family name it was mistakenly they put the Nationality DEUTSCH as her family name now. My question is can the airline ticketing agency request to CEBU PAC to allow to change the mistakenly put Nationality DEUTSCH as her family name to her real family name? Thank you
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