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Cebu PAcific

Philippines

Consumer reviews about Cebu PAcific

Pinatubovet1
Mar 9, 2012

Denied to Check in Flight

To follow up on this problem I phoned Cebu Pacific, I was advised that my reservation for Macau still current and that there's really nothing that can be done. I will loose my hard earned dollars if I cancel. I was advised to log on to their complaint web site but this site was leading me nowhere. It has a number listed to call for customer complaint in Manila but impossible to contact as its always with a busy signal. It's still up in the air if I will receive an email from the assistant branch manager of Cebu Pacific budget terminal in Singapore. Cebu Pacific, I've been flying with you within last five years, do you have any compassion?

Pinatubovet1
Mar 9, 2012

Canceled Flight

Cebu Pacific get your act together

[email protected]
Nov 30, 2012

incompetence

Cebu Pacific has by far the worst service ever. Not only do they have double if not multiple standards, the ones who are in charge are completely useless. A few months back we made a group booking, but CPA randomly and without my consent, changed one of my friends flight schedule. That made my friend miss his flight. That was strike one. Strike two happened a few days ago. Again, we bought tickets as a group, Beijing- Manila, Manila-Beijing. Originally we were 5 people traveling together but only 4 flew from Beijing to Manila. At the check-in counter in Beijing, they let us use all our baggage allowance that we bought, even if the baggage allowance was under the name of the one who wasn't able to fly with the group. However, from Manila to Beijing, they had a different set of rules. Out of the original 5 members of the group only 2 were flying back. We had 45kg to split between the 2 of us. We went to the airport thinking the same rules would apply since they are under one company. But no, it was foolish of us to think that one company would have one set of rules. We got to the airport and they would not accept our luggage. They then asked for the record of our checked-in baggage, since they could not locate it in their system. we gave it to them, and yet they couldnt find the needed proof that they accepted all our luggage previously. What was even more frustrating was that they later on acknowledged that they knew about the double standards their company had. And according to them, "they have been trying to fix this problem for a long time". They wanted us then to write a letter of complaint. That was the solution they could give us. A letter. I asked the person at the counter to find us a proper solution, one that could actually benefit the customer. They tried to reason that it's stated on the ticket that if the passenger is not present, they also forfeit their baggage allowance. My companion then read the terms and conditions on the ticket. That so called policy didn't even exist. The ground staff just kept on apologizing. "Oo nga po. Pasensya na lang po" they kept saying. We told them that "pasensya na lang" is not an acceptable solution. They tried to talk it out with their manager. It took them 20-30 mins. They still came back with the "letter of complaint" solution. I told them to go back and give us a solution that would solve our baggage dilemma. We were running out of time, so eventually we decided to leave one luggage at the counter, they said they would take care of it even getting the contact number and name of the one who would get my bag. This was on a Tuesday. Thursday, my parents went to pick up my luggage and checked it in, as they were also flying to Beijing. Strike three. I opened my luggage and to my surprise I found clothes, underwear, swimsuits, boots and toiletries of other people. It was my bag alright. But the contents of my bag belonged to other people. What was surprising was that my padlock was even there. There was NO sign that my bag had been tampered with. Scary. They could've planted drugs and what not. they said that they would take care of it. I didn't know that that's what it actually meant. But now I wonder, under who's watch did this happen? Was it CPA's staff or the NAIA 3 staff? That's class A service right there!

walter oldershaw
Jan 7, 2016

Trying to book

This has got to be the worst airline I have ever had to deal with.I have tried so many times to book online without any success.Finally in desperation I phoned them.They said that I needed to call my bank.The problem was ,was that there was no way I could pay as they would not accept my visa card although it was perfectly valid.They number of times I had to completely fill in the online booking form is far too many to count.I would be filling in the form then then suddenly was informed that my details were incorrect.I gave correct details all the time.And consumer advice over the phone were more than useless.They would not call back even though it is expensive to keep calling them.Do they want the custom or do they not?I have given up.

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