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Share Your Cebu Pacific Stories
Share your Cebu Pacific stories. This is the page where you can share your stories about your transactions, flights and travel experiences with Cebu Pacific, regardless whether they are good or bad. Don’t be hesitant to post as your comments will be forwarded to the management of Cebu Pacific.
Once in a while, some comments will be picked be to be one of our featured stories at the homepage.
Let your voices be heard. Post away!
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78 Responses to “Share Your Cebu Pacific Stories”
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Hello Again
I am STUCK here in Thailand. I have my RETURN flight booked for 00.30 Dec 4th. What alternate plans and or airfields have you set up to be able to get us people who are STRANDED here ,,, home??? Thanks Bob Gillanders
To Whom It May Concern: May I ask your help in forwarding this email to Mr. John Gokongwei. I have been trying to contact Cebu Pacific via phone, email and fax but to no success. The airline owes me a refund since July 2008. Staff members were very quick to respond during ticket sales and flight scheduling but nobody followed-up when it was refund time. I have a letter from the company certifying that I am qualified for a full refund. Record locator Q9WSUD Respectfully, Cherrie
I met Jewarcon Vios at the Cebu Pacific check-in counter in Awang Airport on my November 14 flight from Cotabato City to Manila. Normally, a passenger is asked of his/her identification card to accompany the ticket submission in securing the boarding pass, and as to seat preference.
But what I got from Mr. Vios was outright accusation that I did not own my ticket. I asked him who did, if he thought I didn’t own my ticket, and I said here’s my ID card. He said the name sounded feminine to him. He further asked me in Filipino, “Were you not the one who came in late for the flight yestreday,” I said, I was, but I did acquiesce to your rules, I did not insist and here I am trying to be early for today’s flight.” “Was my being late yesterday that anything to prove your accusation that I don’t own my ticket that Im presenting here before you for the second time?,” I queried him.
He was talking to me with all his accusation and speculation on hearing distance from other queuing passengers, and a policeman standing nearby, who incidentally knew me.
Indeed, I am known to your Cotabato Branch Manager, as I am quite familiar to the community because of the nature of my job. But I prefrerred to inform your good cmpany of such a tendency of corporate misrepresentation, which is most uncalled for and humiliating an experience for a client traveller.
I told the policeman standing nearby that may be Mr. Vios landed the wrong job, if all what he wanted, it seemed, was to be an interrogator.
Things like this one are most unfortunate for a traveller’s experience. Prior to the check-in counter were layers of inspections of tickets and IDs of passengers by trainee policemen at the Awang Airport that day.
I recommend Mr. Vios for more training in dealing with your clients in Cotabato City, lest travellers and the riding public here misconstrue his misdealing with the corporate image of the good airline company.
Having said so, I commend a male ground attendant, Homer, at the Cebu Pacific ticketing office in the old Domerstic Terminal for efficient service on November 15.
Thank you very much and more power.
Very truly yours,
Nash B. Maulana
Journalist
09194874753
I have received the email confirm that I could get these three tickets(record locator NN3FT) refund on Jan29,2008(attached is the email I received). But until now about 11 months passed, no money back to my CC. I tried to contact the refund accounting department by email(address: cebrefacctg@cebupacificair.com) and phone (2-854-8560) which your hot-line agent gave to me, but both the email address and phone number are not working. Hope someone here can really help!!
Sincerely,
Xiang Liu
Does anyone ever get a refund? I’m still waiting for mine from 6months ago. I was told the same e-mail address cebrefacctg@cebupacificair.com this morning but alas same result.
Could someone from your office please confirm by email that the only valid confirmation that you have in the name of passengers Claude Leclair and Danielle Leclair is the one below, Z8MW7G, paid with Mastercard.
I had tried many many times to book the flight below and payment type was always declined
Confirmation no. GCZL9H HOLD must be cancelled
Confirmation no. N6M12J must be cancelled
I tried 4 or 5 times to book the flight below with my VISA account but was not successful.I also sent a few emails. We were finally successful with finalizing the payment option with Mastercard.
Please confirm that there will be no bookings made with the VISA number that you have on file.
Thank you in advance for your cooperation.
this is an excerpt to the letter we sent CP to which we havent receive any reply:
I have the honor to hereby call attention to the following, which involves that particular flight accommodation that we booked online via CPs Manila–Hongkong-Manila service for May 24th (with a scheduled return for May 26th), the resulting execution of which caused us endless distress and aggravation.
The facts of that case follow, viz.:
1. Sometime on the 14th, we called the local office at in Makati, to inquire about Manila-Hongkong-Manila flights and was then advised of seat availabilities for 3, myself, my wife and minor son — for 8:00am outgoing flight for Hongkong on the 24th and return flight (departing Hongkong at 7:00pm) on the 26th;
2. In the process, we made no less than three (3) succeeding calls to confirm the pertinent details of our trip, and (after talking to our travel agent) then booked our itinerary on those flights using, as a matter of convenience, the online facility which is extensively publicize) for the purpose;
3. In due course and in the usual manner; we received confirmation of our aforementioned booking by e-mail; with instructions to pick up our tickets at the NAIA check-in counter on our departure date;
4. To our consternation and surprise however, when we came to check in for our aforementioned flight on the 24th, we were informed that we had been ticketed for accommodations on a Hongkong-Manila-Hongkong routing instead of (as we had specifically booked it) on a Manila-Hongkong-Manila round trip.
5. In an effort to correct the contretemps, and as directed by CP’s check-in counter staff (who are in NAIA Terminal 1), we proceeded –certainly with some concern and more than a little difficulty– to your NAIA ticket office (which is at Terminal 1-A).
6. At the Terminal 1-A ticket office, we were referred to one Ms. Janice Go, who (un-happily) was not only rude and unhelpful, but also quite dismissive because (she said) the cause for the mis-ticketing was our own fault, and not theirs, “since we had booked our flight on-line”, and thence had to suffer the consequences;
7. Neither Ms. Go, nor any of the CP staff then present at the Terminal 1-A ticket office, offered to help us correct the dilemma that then faced us –even if we were quite obviously paying customers wishing to avail the service of the airline and certainly entitled to at least a modicum of assistance, if not owed some courtesy at all;
8. Indeed, the only information we got from the ticket office staff was that it would cost us a separate PhP45,000 in order to get on the next outbound flight to Hong-kong, and that no part of our payment on the by then unusable, but fully paid for, flight tickets could be credited to our favor.
9. To add insult to injury, we were likewise informed that, for missing the flight in Hongkong (on which we had been erroneously ticketed), we would be charged a “No Show” penalty of PhP6,000 per head (or PhP18,000 in total);
10. In the face of such discourtesy and arrogance, we had then been left with no choice but to take our business elsewhere, to another airline –which we would not have done at all if only given some cause to assume on satisfactory service from CP staff and personnel if we did take your next Hongkong flight.
11. We have, thereafter, gone back to CP’s ticket office at NAIA Terminal 1-A in order to see how the situation could be redressed in some way to a reasonable level of sa-tisfaction on both their side and ours;
12. Unhappily, we found no joy whatsoever from CP’s personnel at CP’s office, and am indeed given to believe that (a.) I will still be charged the No Show penalty for “miss-ing” that questionably ticketed Hongkong flight; and that (b.) it will after all take some 30-45 days before any part of my payments for that ridiculous ticketing fiasco can be refunded to me.
13. That, otherwise, the only “service” that CP’s ticket office undertook at all appeared to be a simple run-around process with a lot of “checking” and vague procedures that ultimately resulted in nothing.
I am, needless to say, completely outraged by the inconsiderate treatment CP, and its personnel and staff, have evinced in the circumstances.
Our aforementioned trip to Hongkong was nothing less than a family celebration occasioned by both my return (after some 6 month’s absence from the country) and my son’s 4th birthday –which we had hoped to make as memorable an occasion as we could manage to do.
Such callous treatment as we suffered at the hand CP’s people completely foiled every chance we had of doing so. The distress and aggravation that we suffered as a result, goes, let me assure you, beyond repair by any degree of pecuniary estimation.
To CP, I am therefore putting the facts once again in your hands; in order give you, and your organization, one final chance to mitigate our outrage and distress.
In your failure to do so, please rest assured that we will seek redress elsewhere, and will see to the utmost that we can manage that such arrogant, discourteous, and mendacious conduct as you will then have condoned (and in effect approved, by such a refusal to mend your company’s way), will not go unpunished.
Hi Sir/Madam,
May I have your email address pertaining issue on amendment on passenger’ name error in printing please.
Many thanks
My wife booked a ticket online last tuesday 26Jan09. She put all the credit info and proceed with the booking but til’ now she haven’t received the confirmation regarding the reservation. Please send us any info if the booking went through. Thank you
Reading on some of the stories of other passengers, I realized that I’m not alone in my problem regarding refund issue. I have 3 bookings pending for refund with 2 of those since August 2008 but as of now the status is still “under process”.
This only shows that CEBU PACIFIC ONLY ACCEPTS MONEY FROM PASSENGERS BUT DON’T LIKE TO RETURN ANY MONEY IT OWES TO PASSENGERS.
The Gokongweis are very rich but they are still using the money of the poor people in order for them to have capital without any interest from its creditors (we poor passengers). LEECH !!!
Cebu pacific people, act on these complaints from your customers otherwise you’ll face the consequences of your poor service.
I travel a lot and frequently book online flights with the likes of Air Asia, Jetstar, Tiger airlines, Malaysia Airlines, Cathay Pacific and others using my Australian and Hong Kong issued credit cards. Much of my travel is via Clark-Manila and on learning that Cebu Pacific would be operating out of Clark I looked forward to flying with your airline especially on my trips between Hong Kong and AC every 2/3 months. So to sample what you offer I tried to book seats on two 2 return flights AC to Cebu for 4 people. What followed was the most horrendous experience I have ever had in dealing with businesses online.
After numerous stalled attempts due to time-outs and other problems I finally achieved what I thought was a booking – only to be advised that my CC was “declined”.. I tried again with another card – same result. I tried again over several days and finally received an advice from your office quoting a Booking Number and telling me that my booming was “pending” and that I should check back in an hour. I did check back – several times using the Booking Number I was given, – and each time got a message saying an “error” had occurred and to “try again: I tried many times.. I then called the phone number given and after numerous attempts over 2 days – and some expense – I actually got on to an operator. She told me my card had been “declined”.
My emails to your publicised address have not even been acknowledged.
I live remote from any Cebu Pacific office or agent so I have no choice but to cancel the accommodation I booked in Cebu – with the SAME credit card !!!! I have advised the Cebu Tourist Commission accordingly.
My colleague in Australia – a businessman who travels a lot in Asia – also had the same experience and gave up trying to book with CP. Whatismore I notice from internet blogs that there are many postings concerning problems with “declined” credit cards and CP’s lack of response to queries or complaints.
If you are not concerned by such loss of business then by all means ignore my letter. That being so I will post this letter on as many internet blogs as I can find to warn people away from the same frustrating and annoying experience I have had with Cebu Pacific Airlines.
Since none of you publish personal contact details I am unsure if this letter will reach you. Nonetheless it is written in good faith and with the hope it will lead to a big improvement in your ticketing service and your response to problems so that your online service matches what I am told is a pleasant flight experience with Cebu Pacific,
Ewart Cox
I was a fan of your company when you first started operations. I together with my family are frequent travellers and we welcomed the opportunity to ride on a different airline which can offer better planes and a lower airfare. Your airline truly is different from our usual airline which we frequented before due to lack of options. Needless to say my family and I got hooked riding on cebu pacific. That was then.
I am writing to you not to praise your airline but to give you a piece of my mind. I am having trouble with your refund policy since I was informed that refunds usually take 45 days but it has been close to 7 months and still no refund in sight.
This has reference to some airline tickets I bought from your company. I was originally set to fly from manila to legaspi to pick up my wife and kids but they decided that they will just take land transport on the way back. So I decided to just refund the ticket with booking reference Y8Y4TJ and C3E3JS. I made the refund transaction at your Robinsons malate branch. I was informed right then and there to expect a refund in 45 days. That where the problem started. I tracked the refund since it was a credit card transaction so I waited for it but now it seems to me that I have been waiting close to forever. 7 months and still counting.
I live in Palawan and to follow up on my refund I tried calling your number 7020888 which I needed to call via long distance just to place a call from Palawan. You guys really make it hard for people from the provinces to book and pay via credit card via phone. A big company like yours surely could afford to have a 1800 number toll free for your customers. Imagine my frustration when everytime I call your office to ask for my refund I get sidetracked listening to “your call is important to us but an operator is not yet available, please stay on the line.” Imagine listening to that while your long distance call is being metered by pldt.
Suffice to say I had enough so I decided to make use of the web to air my problem. I was given an email by an accounting staff of yours in your accounting department and she gave me an email address where I could send my follow up request. I did that and no answer not even a small peep to say hey we received your email.
What I did next was visit your online website where I bought your tickets and lo and behold I found an online form to air my woes and frustration regarding my unrefunded tickets. So I did that and I sent that form last Dec 28. I even received an automated email that I will get a response within seven days. Hey it has already been a month since I sent that email and so far I am not surprised that I wasn’t able to receive any response from you.
I would like to formally inform you that your fares may be low and your airplanes may be nice but your customer service sucks. You make it easy for customers to buy your ticketsbut once they change their minds if and when they need to have a refund it takes a person with a very very very patient, a sick hospital patient, mind to wait for their refund.
It has already been 7 months and I just want to get my refund. It is only about 4,000.00 pesos. But if I were to count the long distance charges I spent trying to call your office for my refund I bet you owe me an additional 2000 pesos for the long distance toll charges.
Give me a break and give me back my refund. You can get new customers everyday since you have the lowest fares but service like this makes your customers like me think long and hard if they will ride your airline again. You lose customers because of this. It is easier to keep customers than get new ones. Keep your customers happy, give better service.
originally we are book at 5j563 at 8:35, we arrived late(8:00am) the staff said that the counter was already closed, but after a while they allowed our ten(10) passenger to go to the same flight, we are 13 passenger, so three(3) was left, ms. Quincy Versoza and Venice Barbosa booked us to the next fligth which is 553 leaving at 10:15AM. I paid 13,967.52 for the said flight. but unfortunately we were not able board to the flight, the aircraft was already closed. and according to the staff from the gate they were not informed that there 3 passenger for boarding. so we were rebooked again for anaother flight 567 leaving at 12:25pm unfortunately delayed again and we will leave at 1:55pm
for being late of 25 minutes we paid 13,967.52 and now we were being delayed for about 4 hours which is your staffs fault for not doing their job properly. i am requesting you office to refund the additional payment we made and charge it to the person concerned.
thanks to. ms,Guanzon and michelle laspinas who rebooked us the next flight. and, quincy versoza and venice barboza be given proper punishment for their fault they should be given toro training to do their work properly.
this expercience really give your company a bad impact.and im not sure if ill be riding with you again.
lastly i was talking to mr. jp corcuera last january 19 about the incident hapent last january 6, 2009. and he promised us to give a feedback to our complain but until now were still waiting.
what happen to mr. corcuera.
im looking for your feedback…
I am a frequent flyer of cebu pacific airlines. Since last year ,I havent any complain but lately I am very frustrated. My CC has been deducted three times when I tried to book online though the page shows the booking was cancelled and asking me to use another credit card. What was funny was when I called the customer service for a booking the same credit card is okay and it was through that call that she told me that I have been deducted . She assured me that it will be returned in three weeks. The next day I made a booking again and the same stupid problem came up. And recently when I call their line it is always busy. Imagine calling them at 11 pm and still busy. What kind of service is that. Im pretty disappointed that I really wanted to look for the admin officers of cebu pacific and confront them if they know that there is this problem. Im suppose to rebook my flight and its almost the scheduled date and still I couldnt get through their customer service. Are they for real?
I have tried to book tickets several time during the past month. I only succeeded once! My mastercard and Visacard (both issued in Denmark) is always declined. I have signed up for verified by visa and the mastercard equivalent.
Does anyone know the reason for this trouble with foreign creditcards?
The management of Cebu pacific is very good in taking the customer’s money by making the customers pay for anything and everything (snacks, luggage, etc..), but when it comes to REFUND – don’t count on it! I bought a two-way ticket to Davao in May, 2008 – changed the ticket to one way, and was told to expect a refund in 3-6 months, NO REFUND UNTIL NOW! I would rather pay a little bit more and fly with PAL than being delayed at the airport and pay for every ounce of my luggage! DON’T FLY WITH CEBU PACIFIC!!!
Has anyone tried to use their website to book a seat? I have tried for the last three hours and after you give them all your info it come back “error”. I don’t know how this company survives. They put on a seat sale and you can’t book a seat on the internet and you can’t call their call center because they don’t hire enough help. You have to wonder how they service their aircraft that you can’t see and the things you can see like customer service is terrible.
this on-line booking really pissed me off. I made on-line purchase and during my payment stage it shows pending and never gives me itenarary. I called cebu customer service and I waited 20mins(calling oversea) and when they answer, they said it was pending bank to approve the purchase. I later called my bank and they said they approve the on-line ticket purchanse. It was now pending cebu acknowledge. On next day I been calling +63 2 7020888 and waited 20mins again and again and nobody is picking up the phone. Please need help here for I am stuck if need to buy another ticket.
I have booked online for a flight from Manila to Ilo Ilo but after the booking was approved I encountered an error and asked me to booked again so I did. But then the previous booking was approved, so I had two bookings approved for a single person charged on my credit card. When I called cebu pacific for them to action and reverse the double charge Thy were so lazy and stupid in actioning my complaint.Their phonelines also suck…I hope the company will action this cause if not im going to file a legal complaint against their negligence.
The processing of the refund for my cancelled flights has always been delayed. I had one flight cancelled last September but I still I have not received any refunds credited to my account. I tried calling their customer service but the phone lines are always busy or unattended. Im having thoughts if they only have one customer service representatives since their phones are also attended.
Hello..
It was our flight from butuan to manila last janaury..talagang nakaka inis kasi cancelled yung first sched namin ng flight due to bad weather..by next day pinabalik kami kasi may special flight sabi 4:30pm yung departure time namin…so nag check in kami ng 1pm..at pagdating namin sa may check in counter e nalaman nalang namin na paparating na yung flight na sasakyan sana namin patungong manila..at bigla nalang kaming sinbihan na close naraw yung flight namin kasi late kami…My gosh…anu ba naman to…sinabi nila na 4:30 yung flight namin taz ngayon e 1:30 pala…parang binibiro lang cguro nila yung mga passengers nila..and also they let their passengers to be stranded..naka kainis nga naman…yeah they have lowest fare nga unlike other airlines..but they have the poorest services..shame on you!!I hope na maging challenge to sa inyo…next time plssssss..naman paki taasan yung level of services nyu parang you’ve just started sa business na to…anyways, tnx parin though late kami sa conference namin becoz of your services kasi nakarating din kami….
WARNING
Do not on any account use the web site to book. Frequently orders are accepted and the deal goes into LIMBO of ‘pending’, sometimes for weeks. You cannot cancel and if you re-book you may be charged twice and no email even when pending goes to success. (The phone sale department may be able to help).
I was refused entry at HK because my order for my return leg ticket was still pending.
PS No excess allowance for a baby so baby can be more expensive overall than a child.
I am desperate and tired of always needing to follow up Cebu Pacific to ask them to work on my refund. To date there have been less of a progress.
To whom it may concern:
This is regarding my reimbursements amounting to PhP2,142 for canceled booking MTBBWX and PhP5,287 for booking V7K4QZ (canceled on October and December respectively).
While I do believe that Cebu Pacific offers people great value airline service, the process for refund of canceled bookings however gives its customers much pain in the neck.
In my case, I have constantly – since December – been following up on this but to no avail. Until now, I am left with no news on how my refund is doing. There had been little progress after all my follow ups but the last email I got was two weeks ago. No news about when I am getting my money back.
Please, you charged me for the cancellation of my booking so it is just fair that you give me back what’s left of how much I had paid as soon as possible. Of note, zest air does their refund very fast and efficiently.
I would like to inform you that many customers are airing their discontent as well about how snail-paced your refund process is.
I hope you can get my request done at the earliest possible time.
Thanks and best regards,
Andrew
Got the confirmation Number —— on February 6, 2009 confirmed flight for 4 roundtrip tickets to Hong Kong and paid with visa card amounting to almost 39k+, and when I checked their online booking this March 4, same flight, same date only arrives to the amount of P22,117K for 4pax….the flight sked is on April 6, still a month away.
My wife from Canada just called their hotline (20 mins+) just to be informed by Ms. Gretchen Francisco that when we made the payment, it’s a regular fare and suddenly the P22K+ for 4 pax is based on their sudden promo. Somewhat we felt cheated. We’ll be traveling “Go Lite”, and my fellow passengers who paid less will get more privileges, considering I paid almost twice of the amount.
Hotline informed me beforehand there will be no promo for the month of April and I was encouraged to book early to pay less, mukhang naloko ako a. I was just being grabbed of P17k…it’s really annoying. When we asked for refund, only 3k each lang daw is allowed for 10k airfare ticket, wtf…kaya P12k out of P40k we already paid will be refunded. Considering it’s still a month away from the sked departure.
Yeah, still cheaper but as a frequent traveler, this is the only time I felt bad. If I have to pay more and feel good, then it will be much better. If I could take refund instantly and pay more to PAL and or other airlines, I’m willing to. But reading “complaints blog” against cebupac, it’s a bit suicide to demand for refund. So I think I have no option but to travel with cebupac this April 6, no more misadventures for this will surely be the first and the last.
To the Customer Service Manager,
Last March 20, 2009, I was at terminal 3 at 5:40am, supossedly my flight going to Singapore is at 6:25am. I understand that as a passenger, I should be at the airport to complete my boarding 2hrs before the departure time. As I have reached the international area to get the boarding pass, the security told me that the personnel in charge at the ctr just closed. He told me to talk to the group of girls in the ctr whether they can still accept me. I approached them and ask them whether I can still go, but they refused and told me that the passengers were boarding already. I even beg to them because I have work in the afternoon on the same date. But still they did not allow me. I felt so anxious that time and none of them try to do some extra mile to help a passenger but instead, they just chatting in the counter. One of them ask me to proceed to the front counter to check my air ticket. As I have approached that counter, I ask the front line girl whether she can help me regarding my concern, but she told me that can only check for me how much will be the charges for my re-booking. She hold me for 10minutes and just counting her money at her counter, I felt so irritated bec 3 of them in that counter but they dont bother for the queue, and as if they dont have any sense of urgency. I just ask the front line girl for the customer service email address, but they told me they dont know..So I instisted to give me any contact nos.
Actually, I am also working in a Customer Service setting here in Singapore and a former manager in Robinsons Retail Group. I tried to understand the situation/scenario. I know that I had a mistake for not comming ahead of time, but I wish they should have any considerations, especially that I had 2x delayed flights from Cebu Pacific that I need to adjust my working schedule the following day and even it caused such inconvenience on my part, I never raised any complaints.
What trigger me to write here, was, when I took my flight on Jetstar Airways after 2 days, while waiting for the boarding time, there was an incident of a Man that missed out his flight going to Singapore. For what I have observed, those personnel in terminal 1 was totally different from terminal 3. I saw how they helped the man and how they stretch their patience and go extra mile. I really admired the lady officer on that moment. I even shared it to all my staff. There was really a very big difference from those that I have encountered from Terminal 3 and in Terminal 1.
I wish your people should be flexible in dealing with different scenarios most espcially in dealing with customer relations. Its not only for cheap rates why most people patronized a company, but the customer service that they have rendered to their clients.
Thank you.
Dear Sir/Madam:
Re: Reference No. DYS19K
With respect to this reservation number, we are requesting to have it refunded back to my visa account as we were able to cancel it before 24 hours from the date it was requested.
We booked our flight from Manila to Iloilo, through on line using Visa payment. However, the request was still pending, when we arrvied at Manila Airport, I presented my reference number reservation to Ms. Delfin, counter Clerk at Centennial Terminal 2. I explained to her that we have a reservation for March 7, 2009 bound for Iloilo. I requested to have it cancelled and re-booked earlier for March 6, 2009. Ms Delfin confirmed that reservation with Reference No. DYS19K has been cancelled and issued a new ticket for 4 of us in the amount of P20, 358.40.
However, when I received my visa statement, the aforesaid has been charged to my Visa and surpised because in addition the amount for $381.81 was also charged. Ms. Delfin misleaded in bad faith about its cancellation as I was completely relying when she has confirmed that it was cancelled.
I understand that Ms. Delfin diligently and knowingly understand the implications when she advised me the cancellation of reservation DYS19K and issued a new ticket fof the amount of $552.75.
I am requesting therefore that the amount of $381.81 be refunded back to my Visa Account. Your immediate response is greatly appreciated. Should you require further assistance or concerns, please send me email back to the email address indicated.
Thank you.
Cirilo Gaurana
duh! your flight attendants are completely polite and courteous and ONLY to my AMERICAN FIANCE and never to me. I noticed from all of our flights (since we travelled a lot when my fiance came — and i regret that i took your plance!) they all completely suck because they are filipino and filipina but they aren’t even courteous to their own race? didn’t they know that I AM THE ONE that chose your service and not the american? My Fiance was upset and disappointed with the service since our flights were mostly delayed and we messed up with some reservations and feastivities. So in the end, we decided to take another plane instead. I wish your services will be better in the near future. CHEAP FLIGHT DOESN’T MEAN “low standard” and “impolite” attendants… maybe they should be more professional and won’t be even MEAN TO OLD PEOPLE as what i have noticed in the plane. they also should at least treat everyone EQUAL and not put more effort to impress foreigners.
this is to let you know that it’s not just me who experienced this, but i believe that some who read my comment experienced the same things i have mentioned.
and yeah, my american fiance also laughed about your crew executing “FALLING” of the mask (he thinks it’s funny that the mask fell from the crew’s hand and not actually fall from where it has to be taken from. i think you need to work on a video presentation instead since actual performance isn’t really good at all times. and yeah, you better show people where are the emergency exits and not just point it. do they even know how to open it? i think at least you have to give a briefing to the passenger seating next to the emergency exit so at least she/he would know what to do in case of emergency (ask them first if they are willing to do the task in case there’s an emergency)…
this is a contructive critism for you to know what’s really going on inside the plane.
and oh yeah! don’t always judge that a fat women is pregnant. instead of directly asking “are you pregnant” (which actually offends most passengers) why not ask, “are you safe to travel on plane? because we offer assistance to pregnant women, disabled persons blah blah blah” it’s longer, but it think it’s more polite and not too much to offend and embarrass some sensitive women. i think you should at least somehow formulate something to make it sound a little bit more polite.
“Service” is the thing that what makes a company who it is… and the people are the elements or service. so if you have good people, you make customers happy, you make a lot of money. but if you have people who are good enough to fire out, then pity your business, better close than get negative feedbacks all the time and later on loose so much.
sincerely yours,
sweetnovember
Need your flight schedule including lowest fare rate for a one way ticket from Tacloban-to-Manila.
Your soonest reply will be highly appreciated.
Thanks and best regards…
My family and I was on board flight 5J-528 from Busuanga to Manila on April 8, 2009. It was a memorable flight because Sen. Loren Legarda was one of the passengers. My daughter and I were seated on the last row.
Since we made the mistake of boarding first, I placed my big black carry-on bag on my lap first while waiting for everyone to board so as not to obstruct the airplane aisle.
One of the female flight attendants, “sweetly” tried to help me by offering to instead hold my bag by her side at the back of the airplane, about a meter behind my our seat. I thought it was kind enough to do so. I gave my bag and didn’t look for it until the plane touched down in Manila.
When I got up to get my bag, she “sweetly” gave it back. My family and I then boarded the shuttle from the airplane to the airport entrance. In the shuttle, I noticed that the side zipper of my bag was broken, causing the bag pocket to be open. I dismissed it and just repaired the zipper by realigning it and closing it again.
When I arrived home, I noticed that my cellphone charger was missing. It was in the bag pocket where I noticed the zipper was broken earlier. I thought it fell from my bag since the zipper was broken. But then I noticed that I was also missing a half kilo bag of cashew nuts that I bought at the airport. The nuts were inside the bag’s main compartment! This is when I realized that the flight attendant definitely was responsible for the losses!
I am sure of it but I cannot prove it, unfortunately. My husband even told me that I should have thought it weird that she was offering to hold my bag instead of offering to help me put it in the overhead bin! I should have thought of that but I thought she was going out of her way and I never would have thought she was going to get anything from my bag! I’m too trusting..
Anyway, I’m writing this because it gave a sour ending to an other wise perfect vacation. I promised my daughter I was going to inform “the authorities” so this is my attempt. I hope this doesn’t fall on deaf ears.
Tina Zamora
Flight 5J-528
Busuanga to Manila
April 8, 2009
11:00 am
I live in Cag de Oro and I usually use Cebu as my hub to other parts of the visayas and mindanao. Shouldn’t your airline create a system that accommodates a check through for all your transit passengers? At present you only provide check through (eg. cdo-cebu-bac) if it happens to involve the same plane for all the destinations. I think many people don’t mind paying a little extra for this service.
Can you also accommodate an early check in for transit passengers who have 3-4 hour layovers since the Cebu airport does not provide enough chairs and some passengers can use the time to go around Cebu?
ang tatanga ng mga attendants niyo! pati call center agents ang tatanga… bihira mo ba naman na put on hold ako ng 10 minutes pagkatapos sasabihin lang naman pala sa akin eh hindi niya alam?! wtf! you know, mahal po ngayon ang tawag mula celphone hanggang landline! kaya please lang naman kung sino kaya nakakabasa nito, eh wag na kau umasa sa walang kwentang airline na to! ilang beses na ako nag under go sa airline service na to, all of them are very disappointing. wala man lang mga galang at akala mo kung si sino yung mga flight attendant nilang mga meztisang hilaw! ni hindi nga alam pano mag goodmorning sa mga pinoy! buti pa foreigner pag gwapo eh kilig na kilig agad paunahan pa ng goodmorning… pag matandang uugo ugod na foreigner o kahit sinong pinoy eh wala man lang ni hi or hello! tama ba yun?! mga batugan yang nasa call centers niyo! rinig na rinig sa background yung, “hang mo na yan! wag ka na mag ot!” galing rin akong call center no, pero kakaiba ang call center agents niyo, parang hindi natrain! sasabihin lang sau na tawag ka nalang ulit?! heller!? sila ba nagbabayad na prepaid card ko?! wtf! someone should take action on this, or you’ll lose customers soon and die out of business!
To: Chief Executive Officer
Cebu Pacific
Who penalizes the airlines when the flights are frequently delayed?
Competition in the airlines industry has been good for the Filipinos because this has brought prices down making air travel affordable to ordinary Filipinos.
However, while air travel is now more accessible to the many Filipinos who otherwise would have opted to travel by sea or bus, the conditions and cost of travel by air are so exorbitant since air travel related costs have increased by more than a hundred percent in many instances within a year. For example, for Cebu Pacific domestic flights, excess baggage check-in fees have increased from 50 pesos to one hundred pesos per kilo since July 2009. Philippines Airlines excess baggage check-in fees are even higher than that of Cebu Pacific. Re-booking fees have also increased by more than a hundred percent since last year or even earlier. On the internet one will find a lot of blogs complaining about these astronomical fees.
But what irks and stresses out passengers most are the frequent delays of the flights not only of the market leader, Cebu Pacific, but also of some of the other airlines. What I find so interesting is that passengers are already penalized with exorbitant fees for excess baggage and re-booking, nobody penalizes the airlines for frequent delays. When a passenger is delayed in her or his arrival at the airport, s/he may find out that her or his seat has been sold to someone else and s/he has to purchase another more expensive ticket or pay so much more for re-booking the flight. In addition, it is not easy to get refunds for your tickets when you decide not to fly on a much delayed departure.
So what recourse do passengers have in the airports when their flights are delayed not only for one or two hours but sometimes four, six, seven, or eight hours and more? Sometimes, flights are suddenly canceled when passengers have been patiently waiting for more than five or even eight hours.
Passengers complain of course to the ground crew in the pre-departure areas. This doubles if not triples the stress in every voyage. The passengers are angry and they pass on their anger to the Cebu Pacific crew. As most of the Cebu Pacific crew are young and innocent looking, they sometimes look so “ignorant” and sometimes “stupid” (excuse me for using this “S” word – I just want to emphasize the effect of this situation on everybody without meaning to demean your staff) since they have to make excuses to appease the angry, stressed out passengers.
In one instance, while I was on a domestic flight, we discovered that the Cebu Pacific staff was telling “white lies” or giving “contradictory information” by telling one passenger that the plane has left Manila and telling another that it has not left yet. So how do passengers react to this? Of course, this irates the passengers even more especially when passengers are in very cramped, crowded, warm airports, which have very few facilities to entertain the passengers or provide the needed comfort (cheap, good food, or wide spaces for walking around, internet perhaps, etc.).
“Low fares” lose its value when passengers are so stressed out in their anger for the long delays; do not get good food in the airports and most of all do not get prompt and accurate information on the adjusted flight schedules on time.
For travelers who have appointments and commitments (meetings, appointments, business opportunities and the like), the opportunity cost of waiting for hours and hours in the airport is often more than the fare you pay for an hour flight for instance to Manila. This adds up to the cost of the stress, the uncertainty, and the confusion.
If Cebu Pacific staff provides promptly the information needed on adjusted flight schedules, travelers, especially those who have appointments can easily think of other options, especially when there are other flights available whether in the same airline or other airlines. Often though, the announcements are made passed the boarding time, an hour after the estimated departure time, or even hours after the ETD. This makes the airline staff so unprofessional in their work.
My best guess as to why information is not provided soon enough is that the airline is afraid that customers will decide to transfer to the competitor’s airplane which will be leaving soon and perhaps on time.
My second guess is that the ground crew are all kept in the dark (hence sometimes they seem to look so “stupid”). They do not exactly know what is happening. The excuse they give to the passengers is only what they know of course, that is, “the delayed return of the turn around aircraft”. It can make you sick just listening to these lousy excuses.
Let the Cebu Pacific CEO and senior executives try staying in the airport for a whole day; this excuse is used too often in one day and you will wonder and think to yourself: “hmmmm, the same excuse is offered to every passenger, is this for real or is this a domino effect of a lousy scheduling of flights or does this airline really have enough aircrafts for the scheduled flights?”
Of course it is understandable when delays are caused by unfavorable weather conditions, but we do not have this problem everyday. Traffic congestion may be one reason, but it is unlikely that traffic congestion happens in smaller cities or municipalities like Bacolod or Tacloban, or Caticlan or any other place. So these excuses if frequently used will not, in any way, hold water.
Irate customers often say: “When we are arrive late at the Cebu Pacific check-in counter, you are very strict and sometimes our seats are already sold to other customers? We have to pay so much more for re-booking. But when the Cebu Pacific plane is delayed, do we get a refund from you for your delayed aircraft? Do we get a meal or snacks? Usually not….” And on and on, the customer goes not his merry way, but disgruntled over this grossly unfair situation…
If you will decide to transfer to another airline, assistance is not provided for this transfer. I have done this and I still have unused tickets that need to be refunded. I hope I will not be penalized with deductions for my ticket refund since it was not my fault that the flight was delayed and I had to transfer to a flight by another airline. I had a very important appointment that day that I must not miss.
Some passengers complain that when they get to their offices or home, they can not do their work anymore since they arrive so late. For parents or grandparents, they miss quality family time.
It is also not healthy to stay long in the airports. Poor air quality and temperatures (very cold or very warm) are not good for our health; affordable and nutritious food are often not available in most airports and there are no slumber rooms or reclining chairs for those who would like to take a good sleep. Often there are no tables available for those who would like to work and internet access is scarce.
Since passengers belt out their anger to your ground crew, I am sure that some of your staff are also very stressed out. Imagine having one hundred passengers in one delayed aircraft? If only twenty percent of these will angrily complain, your ground crew have to face these twenty angry customers who hurl at them insults perhaps, raised voices, angry faces, demanding for meals or snacks, and the like? The toll on your stressed out crew may also be disastrous in the long run. This is another cost that you may have to consider.
Since Cebu Pacific is sort of a “budget airline”, when the passenger boards the delayed Cebu Pacific plane, there are no newspapers, no free water, no snacks, no blankets, and no other amenities (aside from the toilet of course) available – there is simply nothing to look forward to. Nothing to soothe the discomfort brought about by the long delay – except the thought that finally we are heading towards our destination. The games on board may not be soothing enough to most passengers who would prefer to sleep after the long wait at the airport.
Low fares are good for the customers, but the conditions of air travel must not be stressful to enjoy air travel fully. The total cost that must be bourne by every passenger must include not only the airfare but also the cost of the delays inclusive of:
1. lost income from missed opportunities,
2. lost quality time for family, office team and friends,
3. stress from poor conditions of airport facilities and amenities,
4. stress from failure of airline to provide promptly information of adjusted flight schedules,
5. stress from poor airline services when flights are delayed (no snacks or meals for example, no assistance for transfers, etc.), and
6. to top it all – no passenger compensation for all of these losses.
And every airline company must also consider the long-term effect to your staff’s health, of all the passengers stresses passed onto them.
Being a market leader does not only mean, you have the highest number of passengers in a year, thereby taking a big chunk of the market share and surpassing the other airlines in terms of profit or ROI. Leadership also means providing excellent service on the ground or aboard the aircraft – that promotes the “well-being” of your passengers. This is corporate social responsibility at its best!!!!
It is time the Cebu Pacific and other airlines for that matter looks into the following when flights are delayed:
1. Provide timely information for re-scheduled flights before the estimated departure time. Provide any new information promptly thereafter.
2. Provide assistance for passengers who want to transfer to other airlines or flights of the same airline.
3. Provide meals, snacks, water to passengers not only when they are delayed for three hours but even if less than three hours, perhaps two hours and more.
4. Train your staff to be courteous because in the blogs they are often described as “ill-mannered” or “not courteous” and for me sometimes, I think they are unprofessional.
5. Do not make “liars” out of your staff – provide them with more credible information which they can safely pass on to the passengers. If all the information they have is what they have, let them mention that to the passengers and not provide inconsistent information to different passengers. Avoid making promises of when the next announcement will be made and then not acting on it at the promised time.
6. Do not penalize your passengers for opting to transfer to another flight in the same airline or in another airline by letting them pay all of those exorbitant fees. In fact, you should facilitate the transfer without let them pay additional charges since it is your fault that the flights are so delayed.
7. If snacks cannot be provided at the terminal since boarding will take place soon, then provide the snacks in the airplane. At least the passengers will know that your airline cares for them.
8. Finally, in counting the cost of travel, consider the stress and the harm that your company does to each individual’s well-being. Your company’s image has been tarnished and this must be factored in calculating your company’s value.
9. It is time to review your company’s mission statement and what bringing “reliable mode of travel” implies. Also, what does “enhancing quality of life mean”? Does it include making passengers suffer in terminals waiting for much delayed flights?
10. It is also time to review your vision statement and what these words really mean:
Cebu Pacific is internationally renowned as the most successful low-cost carrier in the Asia-Pacific region.
We take pride in being the best domestic airline and the Filipino travelers’ first choice.
We are reputed for our unparalleled genuine, warm and caring service.
We are recognized for our innovation and commitment to excellence, and we are the industry and academe benchmark for success.
We are an employer of choice, providing many opportunities for professional and personal growth in a learning, egalitarian and non-bureaucratic workplace.
Our people are goal-oriented team players, empowered and disciplined, with a big sense of integrity, enthusiastically spreading the culture of fun throughout the world.
Our equipment, facilities and systems enable us to ensure consistent highly efficient levels of operation.
We have a deep sense of family extending beyond the airline, encompassing the communities we serve and the family we love.
In the end, we, the consumers need to know our rights. We must protect ourselves and it is time that our laws are amended to protect the rights of the consumers.
A good seed planted in good soil will grow and flourish! I hope Cebu Pacific’s soil is fertile enough for these suggestions to grow wings and make Cebu Pacific fly for more years to come!
A concerned and angry customer,
Carmela Ariza
To: Chief Executive Officer
Cebu Pacific
Who penalizes the airlines when the flights are frequently delayed?
Competition in the airlines industry has been good for the Filipinos because this has brought prices down making air travel affordable to ordinary Filipinos.
However, while air travel is now more accessible to the many Filipinos who otherwise would have opted to travel by sea or bus, the conditions and cost of travel by air are so exorbitant since air travel related costs have increased by more than a hundred percent in many instances within a year. For example, for Cebu Pacific domestic flights, excess baggage check-in fees have increased from 50 pesos to one hundred pesos per kilo since July 2009. Philippines Airlines excess baggage check-in fees are even higher than that of Cebu Pacific. Re-booking fees have also increased by more than a hundred percent since last year or even earlier. On the internet one will find a lot of blogs complaining about these astronomical fees.
But what irks and stresses out passengers most are the frequent delays of the flights not only of the market leader, Cebu Pacific, but also of some of the other airlines. What I find so interesting is that passengers are already penalized with exorbitant fees for excess baggage and re-booking, nobody penalizes the airlines for frequent delays. When a passenger is delayed in her or his arrival at the airport, s/he may find out that her or his seat has been sold to someone else and s/he has to purchase another more expensive ticket or pay so much more for re-booking the flight. In addition, it is not easy to get refunds for your tickets when you decide not to fly on a much delayed departure.
So what recourse do passengers have in the airports when their flights are delayed not only for one or two hours but sometimes four, six, seven, or eight hours and more? Sometimes, flights are suddenly canceled when passengers have been patiently waiting for more than five or even eight hours.
Passengers complain of course to the ground crew in the pre-departure areas. This doubles if not triples the stress in every voyage. The passengers are angry and they pass on their anger to the Cebu Pacific crew. As most of the Cebu Pacific crew are young and innocent looking, they sometimes look so “ignorant” and sometimes “stupid” (excuse me for using this “S” word – I just want to emphasize the effect of this situation on everybody without meaning to demean your staff) since they have to make excuses to appease the angry, stressed out passengers.
In one instance, while I was on a domestic flight, we discovered that the Cebu Pacific staff was telling “white lies” or giving “contradictory information” by telling one passenger that the plane has left Manila and telling another that it has not left yet. So how do passengers react to this? Of course, this irates the passengers even more especially when passengers are in very cramped, crowded, warm airports, which have very few facilities to entertain the passengers or provide the needed comfort (cheap, good food, or wide spaces for walking around, internet perhaps, etc.).
“Low fares” lose its value when passengers are so stressed out in their anger for the long delays; do not get good food in the airports and most of all do not get prompt and accurate information on the adjusted flight schedules on time.
For travelers who have appointments and commitments (meetings, appointments, business opportunities and the like), the opportunity cost of waiting for hours and hours in the airport is often more than the fare you pay for an hour flight for instance to Manila. This adds up to the cost of the stress, the uncertainty, and the confusion.
If Cebu Pacific staff provides promptly the information needed on adjusted flight schedules, travelers, especially those who have appointments can easily think of other options, especially when there are other flights available whether in the same airline or other airlines. Often though, the announcements are made passed the boarding time, an hour after the estimated departure time, or even hours after the ETD. This makes the airline staff so unprofessional in their work.
My best guess as to why information is not provided soon enough is that the airline is afraid that customers will decide to transfer to the competitor’s airplane which will be leaving soon and perhaps on time.
My second guess is that the ground crew are all kept in the dark (hence sometimes they seem to look so “stupid”). They do not exactly know what is happening. The excuse they give to the passengers is only what they know of course, that is, “the delayed return of the turn around aircraft”. It can make you sick just listening to these lousy excuses.
Let the Cebu Pacific CEO and senior executives try staying in the airport for a whole day; this excuse is used too often in one day and you will wonder and think to yourself: “hmmmm, the same excuse is offered to every passenger, is this for real or is this a domino effect of a lousy scheduling of flights or does this airline really have enough aircrafts for the scheduled flights?”
Of course it is understandable when delays are caused by unfavorable weather conditions, but we do not have this problem everyday. Traffic congestion may be one reason, but it is unlikely that traffic congestion happens in smaller cities or municipalities like Bacolod or Tacloban, or Caticlan or any other place. So these excuses if frequently used will not, in any way, hold water.
Irate customers often say: “When we are arrive late at the Cebu Pacific check-in counter, you are very strict and sometimes our seats are already sold to other customers? We have to pay so much more for re-booking. But when the Cebu Pacific plane is delayed, do we get a refund from you for your delayed aircraft? Do we get a meal or snacks? Usually not….” And on and on, the customer goes not his merry way, but disgruntled over this grossly unfair situation…
If you will decide to transfer to another airline, assistance is not provided for this transfer. I have done this and I still have unused tickets that need to be refunded. I hope I will not be penalized with deductions for my ticket refund since it was not my fault that the flight was delayed and I had to transfer to a flight by another airline. I had a very important appointment that day that I must not miss.
Some passengers complain that when they get to their offices or home, they can not do their work anymore since they arrive so late. For parents or grandparents, they miss quality family time.
It is also not healthy to stay long in the airports. Poor air quality and temperatures (very cold or very warm) are not good for our health; affordable and nutritious food are often not available in most airports and there are no slumber rooms or reclining chairs for those who would like to take a good sleep. Often there are no tables available for those who would like to work and internet access is scarce.
Since passengers belt out their anger to your ground crew, I am sure that some of your staff are also very stressed out. Imagine having one hundred passengers in one delayed aircraft? If only twenty percent of these will angrily complain, your ground crew have to face these twenty angry customers who hurl at them insults perhaps, raised voices, angry faces, demanding for meals or snacks, and the like? The toll on your stressed out crew may also be disastrous in the long run. This is another cost that you may have to consider.
Since Cebu Pacific is sort of a “budget airline”, when the passenger boards the delayed Cebu Pacific plane, there are no newspapers, no free water, no snacks, no blankets, and no other amenities (aside from the toilet of course) available – there is simply nothing to look forward to. Nothing to soothe the discomfort brought about by the long delay – except the thought that finally we are heading towards our destination. The games on board may not be soothing enough to most passengers who would prefer to sleep after the long wait at the airport.
Low fares are good for the customers, but the conditions of air travel must not be stressful to enjoy air travel fully. The total cost that must be bourne by every passenger must include not only the airfare but also the cost of the delays inclusive of:
1. lost income from missed opportunities,
2. lost quality time for family, office team and friends,
3. stress from poor conditions of airport facilities and amenities,
4. stress from failure of airline to provide promptly information of adjusted flight schedules,
5. stress from poor airline services when flights are delayed (no snacks or meals for example, no assistance for transfers, etc.), and
6. to top it all – no passenger compensation for all of these losses.
And every airline company must also consider the long-term effect to your staff’s health, of all the passengers stresses passed onto them.
Being a market leader does not only mean, you have the highest number of passengers in a year, thereby taking a big chunk of the market share and surpassing the other airlines in terms of profit or ROI. Leadership also means providing excellent service on the ground or aboard the aircraft – that promotes the “well-being” of your passengers. This is corporate social responsibility at its best!!!!
It is time the Cebu Pacific and other airlines for that matter looks into the following when flights are delayed:
1. Provide timely information for re-scheduled flights before the estimated departure time. Provide any new information promptly thereafter.
2. Provide assistance for passengers who want to transfer to other airlines or flights of the same airline.
3. Provide meals, snacks, water to passengers not only when they are delayed for three hours but even if less than three hours, perhaps two hours and more.
4. Train your staff to be courteous because in the blogs they are often described as “ill-mannered” or “not courteous” and for me sometimes, I think they are unprofessional.
5. Do not make “liars” out of your staff – provide them with more credible information which they can safely pass on to the passengers. If all the information they have is what they have, let them mention that to the passengers and not provide inconsistent information to different passengers. Avoid making promises of when the next announcement will be made and then not acting on it at the promised time.
6. Do not penalize your passengers for opting to transfer to another flight in the same airline or in another airline by letting them pay all of those exorbitant fees. In fact, you should facilitate the transfer without let them pay additional charges since it is your fault that the flights are so delayed.
7. If snacks cannot be provided at the terminal since boarding will take place soon, then provide the snacks in the airplane. At least the passengers will know that your airline cares for them.
8. Finally, in counting the cost of travel, consider the stress and the harm that your company does to each individual’s well-being. Your company’s image has been tarnished and this must be factored in calculating your company’s value.
9. It is time to review your company’s mission statement and what bringing “reliable mode of travel” implies. Also, what does “enhancing quality of life mean”? Does it include making passengers suffer in terminals waiting for much delayed flights?
10. It is also time to review your vision statement and what these words really mean:
Cebu Pacific is internationally renowned as the most successful low-cost carrier in the Asia-Pacific region.
We take pride in being the best domestic airline and the Filipino travelers’ first choice.
We are reputed for our unparalleled genuine, warm and caring service.
We are recognized for our innovation and commitment to excellence, and we are the industry and academe benchmark for success.
We are an employer of choice, providing many opportunities for professional and personal growth in a learning, egalitarian and non-bureaucratic workplace.
Our people are goal-oriented team players, empowered and disciplined, with a big sense of integrity, enthusiastically spreading the culture of fun throughout the world.
Our equipment, facilities and systems enable us to ensure consistent highly efficient levels of operation.
We have a deep sense of family extending beyond the airline, encompassing the communities we serve and the family we love.
In the end, we, the consumers need to know our rights. We must protect ourselves and it is time that our laws are amended to protect the rights of the consumers.
A good seed planted in good soil will grow and flourish! I hope Cebu Pacific’s soil is fertile enough for these suggestions to grow wings and make Cebu Pacific fly for more years to come!
A concerned and angry customer,
Carmela Ariza
hi. now that is a confirmed case of swine flu in hongkong, can we re book our trip scheduled on may 23-27, 2009, without being charge with a re booking fee?
tnx
Attn: Ricardo J. Romulo
Chairman
Victor Emmanuel B. Custodio
Vice President — Flight Operations
Dear Mr. Romulo and Mr. Custodio,
I would like to make a complaint regarding the incident that happened to us in the Mactan, Cebu Domestic Airport last April 29, 2009.
We are based here in Quezon City and we went to Cebu only for 3 days 2nights vacation and we were booked at Cebu Pacific Airlines with Record Locator X91E3T.
We were on our way back via Cebu Pacific flight bound to Manila on April 29, 2009 when the incident happened. I am with my family (my husband, my 9 yr.old kid, my 8months old baby, my sister, my yaya & my mother-in-law) when somebody at the Cebu Pacific Air called up my landline at around 2pm or 3pm on the same day telling us that our flight was delayed and they said the it is re-scheduled around 7pm tentatively on that same day also. This is the first time we’ve encountered an advanced call stating the delay of flight! We went to Skyliner Services-Ayala Center Mall to check about this delay. They have said that it is really delayed and the time is not yet sure if it is 7pm.
We arrived at the Mactan Airport at exactly 3:30pm. And looked at the feeds on the TV monitor in the airport for our flight schedule. We did not checked in yet since as far as we all know that when there is a delay in the flight, the check in counter will be closed and they will not let it open until the delay is resolved. We again went to the Cebu Pacific ticketing office at the airport to inquire about our flight. They said that they are “only” the ticketing office and they can’t answer about the delay inquiries. We’ve waited for our flight, tv monitor feeds are our basis, but it keeps on flashing “delayed” until we’ve decided to go to the check in counter and check it there at around 6:45pm. We’ve waited for our turn since it’s a queue. When it’s our turn we were advised that the check in is already closed! According to them we were already late to check in and we should have checked in even if we don’t know yet the time of our flight since it is delayed. What kind of answer is that? The supervisor of the Cebu Pacific Airlines, Mary Catherine Sy said that is already our fault since we’ve checked in late. The feeds on the TV monitor still says “delayed” but then the check in is already closed?? How come? She also advised us that we should rebook already. We demand an explanation on this incident from her. We even said that we’ve inquired in their airport ticketing office and was not advised of these check in procedures! What she said confused us more. She said ” the feeds in the monitor of the airport is not connected with their airlines and their “ticketing office at the airport do not have anything to do with their check in counters”. That’s the most stupid answer I’ve heard coming from a supervisor!! She didn’t even talked to us in private about this! She humiliated us in front of many people there! Who is she by the way???? We’ve demanded for the manager to talk to us but no manager showed up at that time. My husband asked Ms. Sy if they will answer for their passengers if anything happened to them while booked in their airlines, her answer is “NO”.
We’ve inquired about the rebooking but they are asking for a rebooking fee of almost P20,000 for us? Is that the catch of the Cebu Pacific Airlines? To delay their flights and let the customers rebook?
We returned again at the check in counter to talk to the manager at around 7:30pm. And yes, he showed up now, Mr. Antonio Retuya, the manager. We showed our rebooking fee and he said “you need help”. He got our ticket and advised us to wait until 10:30pm.
We seek the advise of the airport personnel regarding the feeds in the TV monitor in the airport. According to him it depends on the airlines, whatever information they get from the airlines, that’s what they show in their TV monitor.
We were waiting for their advise when Mr. Retuya went directly to the place where my husband is sitting and talked to him at around 9pm saying we should wait for another hour. We don’t know for what is the waiting for? Is it for our flight or is it for the discounted rate of our rebooking? It’s already 9:45pm, my baby and my daughter is already tired that’s why I went again to the check in counter to inquire about the status of our waiting. What they answered got us really mad indeed! The Cebu Pacific check in employees doesn’t even know the status of our flight! I asked again for Mr. Retuya and waited for more than 10mins before he came out. He did not even notice me when he went out! I waved to him and called his name before he noticed me! And when I asked about our status, he said that we should wait, when I asked him for what is our waiting for? He said we should wait if there will be any seat vacancies in their next flight schedules. So our waiting means useless unless we rebook! Mr. Retuya should have said that before to us and not give us false hope! When I asked him why he did not advised us on that when he got our ticket, his answer “it’s not our fault that there was a delay” and “it’s not our fault that you wait”! What kind of answer is that from the manager itself!!!! He even gave back our ticket so we can rebook and he said he doesn’t care where we’re going to rebook! Is that right??? As far as I know all the ticketing offices at the airport will be closed by 10pm and it’s already past 10pm! Mr. Retuya said that they will wait for us if we’re going to rebook our flight. So that’s his catch!! Let their customers wait and let them rebook their flights!
My mother-in-law was already tired and her blood pressure is coming up, my 8 months baby is crying already and wanted to be in a comfortable bed, my daughter is also tired of waiting but the Cebu Pacific check in counter personnel and officers in Mactan Domestic Airport don’t even care about that! They said we could sleep there at the airport if we will wait for any vacancies available in their flight if that’s what we want or go to a hotel at our expense. What kind of management is that?? This incident is very traumatizing to my mother-in-law since this is her first time to ride a plane! This is the first time we’ve encountered this kind of situation, to think that it’s only a domestic flight! We’ve been through many international flights before but we’ve never encountered this kind of incident, this kind of people and the humiliation we had from them!
Cebu Pacific Air should have procedures for their delayed flights. Their officers and personnel should be more coordinating and more accommodating to their customers. Why did the Cebu Pacific Officers in Mactan Airport not entertained us properly and treated us fairly? Is it because we are not VIP passengers? And from a passengers perspective, does Cebu Pacific has a directive to insist payment of rebooking penalty so that they can extort Php 20,000 rebooking fee from helpless passengers?
Your very disappointed customer,
Jennifer Estravez
Last May 4, I and my wife Joy Keil and seven (7) of our friends took a flight bound from Manila to Caticlan, Boracay. We were scheduled on 12:50pm at flight 5J 915 at terminal 3. This is our first outing together and we wanted to enjoy and maximize our time and vacation together, since we’re bound to return to Manila from Caticlan, Boracay by May 6, 2009 because we have our respective work schedules the following day.
On the time that we checked-in at T3, one of your employee called my friend, (Mr. Mark Generalao), and other passengers as well, asking for four (4) volunteers that can skip the flight (5J915) because of weight imbalance, and your office even offered a free one (1) domestic round trip ticket that is valid for one year for the four (4) passengers that is willing to take the next flight. The other group accepted the offer as far as I know.
Upon arriving at Caticlan airport at 1:50pm, we are so excited and we even took our pictures while waiting for our BAGGAGE’S! After almost 30 minutes of waiting, TO OUR SURPRISE, WE ARE JUST WAITING FOR NOTHING! WE WERE TOLD THAT OUR BAGGAGES WERE LEFT IN MANILA AND WILL JUST BE DELIVERED IN OUR RESPECTIVE HOTELS. ALL PASSENGERS WERE REALLY SHOCKED, SO WE WENT TO YOUR CATICLAN OFFICE AND THEY ARE INSISTING THAT WE WERE INFORMED. ARE YOU SAYING THAT ALL OF YOUR PASSENGERS ARE LIARS???
I AM COMPLAINING BECAUSE YOU RUIN OUR VACATION, AND YOU TOOK A DAY OF OUR PRECIOUS TIME! OUR TIME TO ENJOY, RELAX, DO ACTIVITIES AND TO BOND.
ALL OF OUR CLOTHES AND OTHER IMPROTANT THINGS ARE IN OUR CHECK-IN BAGGAGE, WHATS EVEN WORST IS THE MEDICINE OF MR. KC (SON OF MARK GENERALAO) WAS ALSO IN THE BAGGAGE AND HE WASN’T ABLE TO TAKE IT ON TIME. WE STAYED IN THE HOTEL ALL AFTERNOON AND NIGHT WAITING FOR OUR BAGGAGE. IT WAS THEN DELIVERED AT AROUND 8PM!
I CALLED YOUR CALL CENTER (702-0888) USING MY CELL PHONE AND AFTER 10MINS OF WAITING I WAS ABLE TO TALK TO MS. CHAI AT AROUND 2PM (MAY 4, 2009), SHE SAID THAT SHE CAN’T DO ANYTHING ABOUT IT AND SHE JUST GAVE YOUR CUSTOMER SERVICE HOTLINE (853-9872 and 853-0113). I TRIED CALLING FROM 2PM TO 5PM AND NO ONE WAS ANSWERING. I CALLED YOUR CALL CENTER AGAIN AT 7:30PM AND WAS ABLE TO TALK TO MS. MILES, SHE SAID THAT SHE WILL FORWARD MY COMPLAIN TO YOUR CUSTOMER SERVICE AND SHE TOLD ME TO WAIT FOR A RETURN CALL BY TOMORROW MORNING, MAY 5, 2009.
ON MAY 5, 2009, I WAS WAITING FOR YOUR CALL BUT AGAIN I AM WAITING FOR NOTHING! AROUND LUNCHTIME, I CALLED YOUR CALL CENTER AGAIN AND WAS ABLE TO TALK TO MR. MUJ, HE SAID THAT MY COMPLAINT WAS ALREADY FORWARDED AND ALL HE CAN DO IS TO FORWARD IT AGAIN. THAT SAME DAY I WAS STILL TRYING TO CALL YOUR CUSTOMER SERVICE HOTLINE BUT AGAIN NO ONE WAS ANSWERING.
ON MAY 6, 2009, UPON ARRIVING AT T3, WE WENT STRAIGHT TO YOUR PASSENGER ASSISTNACE COUNTER AND WE WERE DEMANDING TO TALK TO A SUPERVISOR OR MANAGER TO RAISE OUR COMPLAINT, AND AGAIN TO OUR SURPRISE THEY JUST TOLD US THAT ALL OF YOUR MANAGERS WERE ON A MEETING. WOW!!! I JUST WISH THAT THE AGENDA OF YOUR MEETING IS ON HOW TO IMPROVE YOUR CUSTOMER SERVICE!!! IS THIS HOW YOU ORIENT YOUR EMPLOYEES? AS IF WE WERE DUMB TO ACCEPT THAT REASON.
THIS IS A FORMAL COMPLAINT, AND I WILL DO ANYTHING FOR YOU NOT TO BY PASS YOUR CUSTOMERS AGAIN. AND I WILL LET EVERYJUAN KNOWS, BY ANY MEANS, HOW YOU ARE DISRESPECTING, AND SNOBBING YOUR CUSTOMERS.
I AM DEAD SERIOUS ABOUT THIS COMPLAINT. UNTIL I GET NOTICE BY YOUR OFFICE!
MICHAEL KEIL
Mr. Michael, that story was so horrible, i can imagine your dismay over this airline….this complain should be addressed urgently, as this will affect the popularity(???!!) of Cebu Pacific. Other staff of this airline is trying to give a very good service to the masses but others are really trying to ruin its reputation. To the management of Cebu Pacific please give urgent attention to this matter as this will be passed on to everybody without you noticing it, it is already broadcasted. its an advice to you…
Good day!
I’ve been emailing three times already to inquire re baggage and baggage reinstatement fee but until now, there has been no reply from CEBPAC’s end. I wish to also ask why the reinstatement fee has suddenly increased to P400/guest/flight? I think it’s not fair enough to charge us this much just because we’ve decided to check in our baggage.We are flying this Friday already. I’m really disappointed.
i know that congresswoman Hermie Ramiro of 2nd district of misamis occidental is the one who has big support of he ozamiz city airport…and we know and it was a public notice that she give her priority project to re-open the ozamiz city airport..and it is very discouraging that the effort of the congresswoman was not recognized…hope that this comments can be an eye opener to this airlines..
i know that congresswoman Hermie Ramiro of 2nd district of misamis occidental is the one who has big support of the ozamiz city airport…and we know and it was a public notice that she give her priority project to re-open the ozamiz city airport..and it is very discouraging that the effort of the congresswoman was not recognized…hope that this comments can be an eye opener to this airlines..
Especially to Lance Gokongwei, since you are a highly multi-awarded ROTARIAN pa naman! I guess all the money he has donated to charities and foundations have to come from somewhere. But the bad thing is you take from average class people who worked hard for their money, and give to Rotarians who are well-off, just to promote your name!!!
This is just extremely disappointing and disturbing. And the worst thing is: HE WILL GET AWAY WITH IT. You guys think filing case and class action suits against his companies will win? The question is just this: Magkano ba?
Best thing to do is BOYCOTT ALL ROBINSONS COMPANIES. No reason to go for their products and services. SM Malls are way better than Robinsons. There are plenty alternatives for Universal Robina products. And pay more for plane tickets and avoid Cebu Pacific’s SCAM operations!
what the f***! cebu pacific really don’t care about their customers. i’ve forwarded my complaint to their “feedback form” and they promised to get back to me after 7 days (from a computer generated reply).
and it’s true that they get back to me after 5 working days, but again from a computer generated reply only. their script makes me sick, saying thank you for my feedback because it has given them the opportunity to improve their customer service. saying they are sincere with their apology and all those f*** up script. but honestly they don’t make me feel that they are sincere. and i believe you will agree with me with that. here is their reply and please let me know if i am right or not…
“Greetings from Cebu Pacific!
First and foremost we apologize for the inconvenience we may have caused you. We would like to assure that corrective and preventive measures have been set in place in coordination with the concerned departments to avoid similar incident from happening in the future.
We truly appreciate and value feedbacks from our customers which provide us the best opportunities on improving our services.
Again, our sincerest apology.”
i believe that i deserved more than a computer generated reply. A call or a personalized letter sent tru mail would be better, i think. my point is simple, they sould give more attention, care, and importance to their customers.
Right?
Michael Keil
+++++
I am Mr. Michael Keil, and I am writing this to express my DISGUST and DISAPPOINTMENT on how you take care of your customers, and I think you should take these seriously and improve your service.
Last May 4, I and my wife Joy Keil and seven (7) of our friends took a flight bound from Manila to Caticlan, Boracay. We were scheduled on 12:50pm at flight 5J 915 at terminal 3. This is our first outing together and we wanted to enjoy and maximize our time and vacation together, since we’re bound to return to Manila from Caticlan, Boracay by May 6, 2009 because we have our respective work schedules the following day.
On the time that we checked-in at T3, one of your employee called my friend, (Mr. Mark Generalao), and other passengers as well, asking for four (4) volunteers that can skip the flight (5J915) because of weight imbalance, and your office even offered a free one (1) domestic round trip ticket that is valid for one year for the four (4) passengers that is willing to take the next flight. The other group accepted the offer as far as I know.
Upon arriving at Caticlan airport at 1:50pm, we are so excited and we even took our pictures while waiting for our BAGGAGE’S! After almost 30 minutes of waiting, TO OUR SURPRISE, WE ARE JUST WAITING FOR NOTHING! WE WERE TOLD THAT OUR BAGGAGES WERE LEFT IN MANILA AND WILL JUST BE DELIVERED IN OUR RESPECTIVE HOTELS. ALL PASSENGERS WERE REALLY SHOCKED, SO WE WENT TO YOUR CATICLAN OFFICE AND THEY ARE INSISTING THAT WE WERE INFORMED. ARE YOU SAYING THAT ALL OF YOUR PASSENGERS ARE LIARS???
I AM COMPLAINING BECAUSE YOU RUIN OUR VACATION, AND YOU TOOK A DAY OF OUR PRECIOUS TIME! OUR TIME TO ENJOY, RELAX, DO ACTIVITIES AND TO BOND.
ALL OF OUR CLOTHES AND OTHER IMPROTANT THINGS ARE IN OUR CHECK-IN BAGGAGE, WHATS EVEN WORST IS THE MEDICINE OF MR. KC (SON OF MARK GENERALAO) WAS ALSO IN THE BAGGAGE AND HE WASN’T ABLE TO TAKE IT ON TIME. WE STAYED IN THE HOTEL ALL AFTERNOON AND NIGHT WAITING FOR OUR BAGGAGE. IT WAS THEN DELIVERED AT AROUND 8PM!
I CALLED YOUR CALL CENTER (702-0888) USING MY CELL PHONE AND AFTER 10MINS OF WAITING I WAS ABLE TO TALK TO MS. CHAI AT AROUND 2PM (MAY 4, 2009), SHE SAID THAT SHE CAN’T DO ANYTHING ABOUT IT AND SHE JUST GAVE YOUR CUSTOMER SERVICE HOTLINE (853-9872 and 853-0113). I TRIED CALLING FROM 2PM TO 5PM AND NO ONE WAS ANSWERING. I CALLED YOUR CALL CENTER AGAIN AT 7:30PM AND WAS ABLE TO TALK TO MS. MILES, SHE SAID THAT SHE WILL FORWARD MY COMPLAIN TO YOUR CUSTOMER SERVICE AND SHE TOLD ME TO WAIT FOR A RETURN CALL BY TOMORROW MORNING, MAY 5, 2009.
ON MAY 5, 2009, I WAS WAITING FOR YOUR CALL BUT AGAIN I AM WAITING FOR NOTHING! AROUND LUNCHTIME, I CALLED YOUR CALL CENTER AGAIN AND WAS ABLE TO TALK TO MR. MUJ, HE SAID THAT MY COMPLAINT WAS ALREADY FORWARDED AND ALL HE CAN DO IS TO FORWARD IT AGAIN. THAT SAME DAY I WAS STILL TRYING TO CALL YOUR CUSTOMER SERVICE HOTLINE BUT AGAIN NO ONE WAS ANSWERING.
ON MAY 6, 2009, UPON ARRIVING AT T3, WE WENT STRAIGHT TO YOUR PASSENGER ASSISTNACE COUNTER AND WE WERE DEMANDING TO TALK TO A SUPERVISOR OR MANAGER TO RAISE OUR COMPLAINT, AND AGAIN TO OUR SURPRISE THEY JUST TOLD US THAT ALL OF YOUR MANAGERS WERE ON A MEETING. WOW!!! I JUST WISH THAT THE AGENDA OF YOUR MEETING IS ON HOW TO IMPROVE YOUR CUSTOMER SERVICE!!! IS THIS HOW YOU ORIENT YOUR EMPLOYEES? AS IF WE WERE DUMB TO ACCEPT THAT REASON.
THIS IS A FORMAL COMPLAINT, AND I WILL DO ANYTHING FOR YOU NOT TO BY PASS YOUR CUSTOMERS AGAIN. AND I WILL LET EVERYJUAN KNOWS, BY ANY MEANS, HOW YOU ARE DISRESPECTING, AND SNOBBING YOUR CUSTOMERS.
I AM DEAD SERIOUS ABOUT THIS COMPLAINT. UNTIL I GET NOTICE BY YOUR OFFICE!
MICHAEL KEIL
I have only three flights with your airline. One is from Dipolog to Manila, Manila to Cotabato and Davao to Manila. All these flights were delayed! Your airline tagline says that your flights are 90% on schedule. I guess i’m unlucky to be always on the 10%. Unlike Philippine Airlines, when they have delayed flights, they serve free breakfast, lunch or dinner. But you have nothing to offer in case your flights are delayed. And you apologize only when the plane is about to land. Don’t you care that your customers have appointments to keep up with? And itineraries to follow? I guess your airline is not keen on customer service.
I have arranged my travel with Cebu Pacific in this September, please find my full trip itinerary details below:
Confirmation Number P5UNRP
Booking Date Wed May 13, 2009
Status CONFIRMED
Guest Name(s) MS XIALEI CAI
5J 802 l SINGAPORE-MANILA l Friday, Sep 4, 2009 l Depart 1035H Arrive 1400H
5J 805 l MANILA-SINGAPORE l Saturday, Sep 19, 2009 l Depart 1330H Arrive 1655H
Confirmation Number F2W3RI
Booking Date Wed May 13, 2009
Status CONFIRMED
Guest Name(s) MS XIALEI CAI
5J 678 l MANILA-SHANGHAI l Friday, Sep 4, 2009 l Depart 2020H Arrive 2345H
5J 679 l SHANGHAI-MANILA l Saturday, Sep 19, 2009 l Depart 0030H Arrive 0400H
I don’t have any travel plan in Philippines for this time. I hold Chinese passport with Australian and Singapore entry visas. I live in Singapore currently. As you know in this trip, I will stop over in NAIA Terminal-3 twice and all flight connections are within the same day and same terminal. Also I have no luggage to check-in.
Therefore, I would like you to confirm if I need the visa for flight connection in NAIA Terminal-3.
Thank you in advance.
Your airline is the worst cheap airline. 90% of your flight are late and 20% are cancelled. I will never ever use your fucking airline again and I will tell everyone not to use your fucking airline. Pinoy knows ass about the airline and your chairman deserve to be shot for running this fuckup airline. Fancy those cheap games you play on board. That is why you are a cheap airline that deserve to go bankrupt. Fuck you all.
You should close you damn ariline and stop fucking your passengers. I travel three time and all three times you were late and one time it was cancelled. What kind of fucking airline this is. Your chairman Lance Goh should wake up and straighten this fuckup airline. Stop bragging you are the best. You are the WORST in the industry.
Lance Goh should be sacked. This is the worst airline and even if you give me free I would not travel with you. Imagine all the late flights not one but 905 of the time. You should re-name your airline to ALWAYS LATE AIRLINES. Fuck your damn airline and it is a curse I ever flown with you.
cebu pacific didn’t give my refund yet since sep 2008. how crap is that. i’ll never gonna fly with this airline no matter what!!! i know this airline will never last, with those poor services, i wish cebu pacific never exists!!!!
when will be the next promo for domestic flights?.. We missed the June 5-7 promo..^^
HELP! Who should I forward this complaint to? Not a single customer service representative could help me!
I will never book another flight at Cebu Pacific again!
Last June 25, my family and I were scheduled to go to Boracay to join our balikbayan relatives. Cebu Pacific flights to Caticlan were cancelled that day because a Zest Air airplane overshot at the Caticlan runway. We were informed that our 10:20AM flight will be diverted to Kalibo, which we agreed. This never happened! After 7 gruelling hours at the airport, not a single Cebu Pacific staff could inform us what time we will be able to leave for Kalibo. Tired and hungry, and with 2 senior citizens with me, we decided to go home and rest. This is not the worst part of my story: during the 7 hrs. that we were in the airport, noone took care of us, noone asked how we were or asked if we were comfortable, we had to buy our own food because Cebu Pacific didn’t offer any up until 3:00 in the afternoon!
NOW, FOR THE WORST PART: When I called up their hotline to inquire about refunds, I was informed that refund charges will be deducted from the amount we paid for our tickets! In other words, CEBU PACIFIC IS ASKING US TO PAY PENALTY CHARGES FOR A MISTAKE THEY HAVE COMMITTED.
My frustration is, these concerns are falling on deaf ears. Customer service doesn’t want to give me the names of people in charge!
I would like to request for some information regarding your upcoming promos always.
thanks.
i would like to ask about the manila-macau cheap fare (P1998) coz the taxes are not included. how much is the ticket if it includes the taxes and other fees? how much is it all in all? coz me and my family are planning to go to macau this october so could you please send me the prize. thank u very much. hope you’ll send me the amount.
My refund is due, 2 years ago.
On January 7, 2007 I booked 2 online tickets for Mla-Kalibo-Boracay (M3K9Z) for P 7461.44. I rebooked this on January 9, with locator number M95QH which I picked up at Access Universe. I paid an additional P3136.
On February 10, I had this cancelled because cheaper tickets were available (N3LKE).
On April 17, 2007, Access Universe refunded me for the 3136 less refund fee. Ms. Lani Cruz of Access Universe also assured me that they have forwarded the Refund Process Sheet to the Refund Office. She gave me a contact person, Jomar Catangay. Today I learned he has resigned.
Whenever I try to call your refund office, the number is either busy, or when I get connected, the line is dropped. Once when my call got through at 12:53 noon, everyone is on lunch break even though I was informed that office hours is 8 am to 3 pm with no lunch break.
I have previously sent an email via your website but I did not receive even an acknowledgement.
Until now, I am still waiting for Cebu Pacific to refund me my P7461.44.
ATTENTION: MR. HENRY IVAN GAW
Mr. Gaw,
This is to bring to your attention my present dillemma regarding the sudden, unaaceptable, unwaranted, and unsolicited change of schedule which cebu pacific has effected on my Busuanga-Manila flight on 2 December 2009.
Yesterday morning (5 September 2009), via text, i got a message that my flight at 2:55 pm from Busuanga to Manila on 2 December 2009 will be moved to an earlier time, 11:05 am of the same date. Before calling your reservations office (7020888), i checked your website for the grounds or reasons you may possible invoke to justify the change. This is what’s stated there:
9.2 Cancellations and Change of Schedule
At any time after a booking has been made we may change our schedules and/ or cancel, terminate, divert, postpone, reschedule or delay any flight where we reasonably consider this to be justified by circumstances beyond our control or for reasons of safety or security.
In the event of such flight cancellation, we shall at our option, either:
a) rebook you on the next available flight without additional charge; or
b) offer to refund your Ticket;
The foregoing constitutes your sole remedy against us for such circumstances.
Wanting to know the real reason why my schedule is being changed, i called your office (7020888) and was able to talk to a certain “reema.” she told me that the reason for the schedule change is because the aircraft which is scheduled for my intended flight is/will be undergoing maintenance. i called 2 more times and was given the same reason. (a certain dave received my call today – 7 september 2009) what they didn’t know was that i checked the flights on the weekends before and after december 2. surprisingly, on nov. 28, 29, 30, and dec. 4, the available flights were two. One in the morning (11:05 am, just like the new schedule being given to me), and another in the afternoon (at 2:55 pm, the time i had reserved). now, how is it possible that the aircraft which is claimed to be under maintenance on dec. 1, 2, and 3 will be flying on nov. 28, 29, 30, and dec. 4? Obviously, cebu pacific just mereged the afternoon flight with the morning flight probably because not too many people bought the afternoon flight.
Please know that taking the morning flight you are suggesting is unacceptable to me. i am a diver and i have already made specific dive arrangements until the afternoon of 1 december 2009. if i take the morning flight, i will have to be done diving before noon of 1 december 2009. i am a very hardworking individual with a very tight schedule who can only take occassional travels and vacations. EVERY MINUTE OF MY VACATION COUNTS. everything had already been arranged and i will not allow it to be ruined by your airline’s inept service. the sad thing is, before i got that flight, i was actually thinking of getting PAL roundtrip (im going to Busuanga via PAL), but i opted to fly with you on my return to manila because i didnt want to reach manila during the rush hour (PAL’s return schedule is 4:30 pm). what a mistake i committed.
Just so you know, before i emailed you, i was given several contact numbers. i was even given the numbers of your department (2905272 or 2905271, given by reema and dave and the lady who answered me at 8539872). but for 2 straight days now, i cant seem to get through. your numbers are not even ringing! i highly doubt if these are correct.
What really gets to me is the fact that we both know that this is a waste of both our time. I suppose your superiors, or your legal department for that matter, know perfectly well that your airlne cannot just refuse to do good on a valid contract it had entered into with its paying passengers. that is a breach! i may have taken advantage of a good deal when i bought the tickets on sale, but that does not mean that you can alter the terms of the tickets just because i paid very little. why offer it in the first place??? and mind you, while this is the first time for me, i know of several people whose flights have been delayed in the past for 5 hours, or whose boracay trips have been shortened for 6 hours because of your airline’s erratic schedule changing. i even have friends from the province who were not able to make it to a pre-wedding dinner here in manila. i don’t want to appear as a difficult customer. but it’s about time that you do something about this. have you read the hundreds of blogs and comments in the net about your airline’s inept service?
PLEASE KNOW THAT THIS EMAIL IS MY LAST RESORT BECAUSE I WAS TOLD THAT YOU, MR. GAW, ARE THE ONLY ONE WHO CAN ADDRESS MY CONCERN. WE (MICHELLE YANGO & ANA LISA SORIANO WITH FLIGHT CONFIRMATION NO. T9F1XG) ARE ONLY AMENABLE TO BE GIVEN THE SAME SCHEDULE, OR BE TRANSFERRED TO ANOTHER AIRLINE WHICH OFFERS AN AFTERNOON FLIGHT (LIKE PAL), OF COURSE, AT YOUR EXPENSE. WE ARE NOT AMENABLE TO BE TRANSFERRED TO A DIFFERENT DATE BECAUSE WE HAVE TO GO BACK TO WORK. WE WILL LIKEWISE NOT AGREE ON A REFUND BECAUSE THE MONEY YOU WILL BE GIVING BACK WILL NOT BE ENOUGH FOR NEW TICKETS. I HOPE WE CAN COME TO MUTUAL TERMS TO AVOID ANY INCONVENIENCE OR HASSLE WHICH WE MAY BE RESTRAINED TO PURSUE TO PROTECT OUR INTERESTS AND RIGHTS. AS I HAVE NO MEANS TO CONTACT YOU OTHER THAN THIS EMAIL, I WILL HIGHLY BE EXPECTING A RESPONSE WITHIN THE SOONEST TIME POSSIBLE. HERE ARE MY CONTACT NUMBERS:
HOME – 7146331
OFFICE – 928-9137 OR 927-6806
MOBILE (TEXT ONLY) 0917-8958580
Thank you.
Walang formal cancellation ng flight, would not even delacre cancellation of flight eventhough alam na nila na may bagyo. And it happened to me on September 26,2009. We tried to asked the operator and would just tell us that there was no advisory yet and all afternoon flight were just delayed. Delayed ba ang tawag sa flight ng 1.05 dapat mag departure eh hanggang 4.48 pm di pa nakaalis. It was either takot ang management magbayad ng Hotel accommodation or bad lang talaga ang services ninyo. YOu don not even CARE of the customers right.
To the Customer Service Manager,
This is regarding Confirmation Number O46IHF, Booking Date Fri Jul 24, 2009 and travel Date Aug. 29, 2009 groups of 21pax, due to weather conditions my clients cancelled their flight to Busuanga and as per checking with your stupid travel center agents they told me that I can still refund amounting to PHP42, 000.00 out of Php121,000.00 pesos same thing of what they had advice me a month ago that I could still get refund… that’s why I had advice my clients to pay additional amount to purchase new one instead of rebook the tickets w/ all charges its cheaper to purchase new one and after a month of checking and calling your agents and suddenly today you will you say its non refundable because somebody’s fault!!!
This is not acceptable guys pls. do something about this… pls. response within the soonest time possible.
Contact Mobile:
+639-17884-9296;+639-19604-2929;
+639-17903-5679;+639-15665-3377
Thank you.
To the Customer Service Manager,
This is regarding Confirmation Number O46IHF, Booking Date Fri Jul 24, 2009 and travel Date Aug. 29, 2009 groups of 21pax, due to weather conditions my clients cancelled their flight to Busuanga and as per checking with your stupid travel center agents they told me that I can still refund amounting to PHP42, 000.00 out of Php121,000.00 pesos same thing of what they had advice me a month ago that I could still get refund… that’s why I had advice my clients to pay additional amount to purchase new one instead of rebook the tickets w/ all charges its cheaper to purchase new one and after a month of checking and calling your agents and suddenly today you will you say its non refundable because somebody’s fault!!!
This is not acceptable guys pls. do something about this… pls. response within the soonest time possible.
Contact Mobile:
+639-17884-9296;+639-19604-2929;
+639-17903-5679;+639-15665-3377
http://www.natureswaytraveltours.com
Thank you.
Upset to stupid CEBUPAC call center agents (gaga) suggestions is unacceptable to me.
http://natureswaytraveltours.jimdo.com/gallery/
I always do my bookings through online for it was convenient to me. But my problem is how can i rebook my flight through online too if ever there is a change in my schedule?
Thank you.
I would just like to request for an e-mail confirming my travel itinerary with no. D39DQV. Until this time I have not yet receive the normal itinerary confirmation e-mail. Thank you.
first of all, i am an OFW (overseas filipino worker). everytime i go home to cebu, i always fly with cebu pacific. yes, there were problems that may occur but somehow, can be solved.
…But not on this recent event that we experience from them. It is so frustrating like you want to chop their heads off especially, when you are on a vacation and the last expected frustration you get is from your own nationality.
Me and my wife booked a ticket last May 31, 2009..under flight number: 5J548 and 5J547… this is from singapore to cebu and vice versa respectively.
We book this flight for october. The incident happen when we are going back to singapore. that was last november 7.
Unfortunately for my wife, she forgot to bring her OEC or travel tax. Bare in mind she is also a member of OWWA and she has with her an Identification Card that she is working in Singapore and an OWWA card attached to her passport indicating it is still valid.
Now, one of the cebu pacific claims that since you have no OEC, you need to book a return ticket. Why on earth does she need a return ticket? It is clearly shown on her records that she have a Working Pass in Singapore. She is also a valid member of OWWA. From her mistake that she left her travel tax, we are willing to pay for the travel tax..but WHY AGAIN DOES SHE NEED A RETURN TICKET? So, we have no choice, but to book her for a return ticket worth PHP 5,000+++. It is under flight detail A8RE7Q.
The odd thing about that, we ask other employees of Cebu Pacific, they just said,
- “WA MAN MI KABAW ANA SIR (WE ARE NOT CLEAR OF ANY INSTRUCTIONS).”
- ” NAA MAN KAHA SIYA WORKING PASS,OK NAMAN NA (SHE HAS A WORKING PASS, THAT’S ENOUGH PROOF THAT SHE’S WORKING THERE).”
- AMBOT LANG KAHA SIR, MAO MAN INGON NILA (I REALLY DON’T KNOW SIR, ITS JUST WHAT THEY SAID).”
This clearly shows what kind of information or system this airlines have…stupid,idiotic,redundant,uncertain. ARE ALL OF THEM IN THE SAME ORGANIZATION OR JUST WEARING THE SAME UNIFORM TO SAY THAT THEIR PROUD OF THE STUPID ORGANIZATION.
Another thing also, there was another person,who has the same scenario as ours, but the ticketing officers of the stupid cebu pacific let this person pass without purchasing a return ticket. Is that BIAS? or whenever they feel its ok, then ok? What kind of management is this airlines implementing? Because of our frustration, we did not check-in first until that person can purchase a return ticket. unluckily for the person, she was off-loaded. Now, who’s fault is it ours or because of abnormal people in cebu pacific?
Another comment again from the travel tax people to my wife:
- “TAGOA NALANG SA NA IMO WORKING PASS MA’AM UG OWWA KAY INIG ABOT NIMO SA IMMIGRATION (PHILIPPINE), QUESTIONON JUD KA NILA ANA UNYA NAA SAD KA RETURN TICKET. WA MI KASABOT SA ILA GIPABUHAT NIMO (PLS HIDE YOUR WORKING PASS MA’AM AND OWWA B’COZ IMMIGRATION (PHILIPPINE) WILL QUESTION YOU AGAIN ESPECIALLY HAVING A RETURN TICKET. I DON’T UNDERSTAND WHAT CEBU PACIFIC IS TRYING TO LET YOU DO).”
Even the people there in the airport does not know what the hell Cebu Pacific is instructing.
Now, in singapore, the immigration only check for the working pass of my wife and that’s it. what are we going to with the return ticket? They did not check it. That only shows how stable and firm their system here.
To more frustrating part of cebu pacific crap.
Since, we have no choice but to book the ticket, our only solution is to cancel the flight. Now, here is the funny part. We called call center in manila. They said they could cancel the flight but they are going to take away php2000 from the actual price. WHAT A LOAD OF CRAP! we don’t even have to use the flight but b’coz, we were force to then cebu pacific is going to get a big amount of money? also,since it is a call center, they are going to take a service charge. WHAT SERVICE CHARGE? is cebu pacific system that GOOD that consumers can be proud of? for the record also, the call center agent named as PAM SAN PEDRO, told my wife that she is not sure with the RETURN TICKET thing. That clearly shows of how mix up this airline is. Moving forward, the call center suggested to call the place where we book the ticket and do the refund there. We book the ticket in Mactan Airport where there is also a branch of cebu pacific. Now, here is the funny part…the number that PAM gave us is a number that is not yet in service or keeps on ringing without any answer. Again, is it another excuse to get away from trouble?
We also called up an affiliated branch here in singapore.
Pen Travel and Tours Singapore PTE LTD
304 Orchard Road,
#03-75 Lucky Plaza, Singapore 238863
Tel. (65) 6737-9231 / (65) 6735-1600 to 02
Fax No.: (65) 6735-1604
They just said that they can not cancel it b’coz we need to cancel it to where we book it. WHAT THE HELL IS THIS? Does cebu pacific have different companies or organization? It is supposed to an affiliated one.
So looking for another choice, we search for numbers for branches in Cebu. Here is the funny part:
Why does this two outlets have no numbers?
Cebu Airport Ticket Office
Mactan International Airport Lapu-Lapu, Cebu City
Business Hours: 1:00 AM – 9:00 PM, Sun / Mon / Thu / Fri
Business Hours: 5:00 AM – 9:00 PM, Tue / Wed / Sat
Robinsons Place-Cebu
F. Ramos St. Cebu City
Business Hours: 9:00 AM – 8:00 PM, Daily
This branch below, the number is not yet in service:
Skyliner Services-SM City
Lower G/F North Reclamation Area Cebu City
Tel: (032) 233-4983
This branch below, the number is unobtainable:
Skyliner Services-Ayala Center
South Parking Area Cebu City
Tel: (032) 231-6808
please note i got this numbers from their website http://www.cebupacificair.com.
see, how DEMORALIZING this airlines is?
To the manager or concern people of cebu pacific:
Does this show how incompetent your airline is?
What do you think of us people,booking your airlines, DUMB?
Now, mr. manager or who ever you are in charge of this stupid airlines, how do you solve this problem of ours and to your management? We are expecting a full refund of the return ticket we have. You system is so disorganize, you don’t have standards, a way-below zero service.
Is this because your airlines is loosing that is why your taking money from people of your own race? It just show, being an OFW, who is working hard for their family is just being burden by their own nationality.
If there was Philippine Airlines going to cebu, I will really take it for my next vacation.
We really demand your Intellectual and Professional solution for this. Again, we demand for a full refund!
contact number:
Maricon Sanoria
cell phone: (+65) 83281895
office (clearly working in singapore): (+65) 65959315
Sirs:
I am a regular Cebu Pacific customer who uses the internet booking facility. I am seeking your help to address an incident which resulted in double booking.
Early morning of Nov 8, I booked a flight MLA-CEB one-way at 6:15AM (based on my yahoo mail record), Flt No 5J553, depart MLA Nov 21 (Confirmation No. JYZCHQ).
Later on, I booked the return flight (5J550, Depart Cebu 0700AM, Nov 22) but after I completed filling up the booking form, including the Credit card details, the response from the Cebu Pacific website indicated that an error has occurred. (I can’t recall the exact words but what I understood was that the flight schedule was not confirmed.). There was none of the usual form which crops up and which shows the “ITINERARY INFORMATION” when a flight reservation was confirmed.
Thus, I had to fill up again the booking form from the Cebu Pacific website but I found out that the flight schedule which I originally wanted (Flite no. 5J550, depart 0700AM) has changed its price. As a result, I had to choose the next lowest available flight in the morning (Flite no.5J562 depart 0820). My reservation for this flight was confirmed thru Confrimation No. V18DYR.
Everytime I go through the internet booking, I usually ‘copy and paste” into a word document the confirmation for the flight (Note: I attached the word document copy of the MLA-CEB and CEB-MLA Flights.).
At about 2:00PM.today, I got a call from BPI Mastercard to inform me that I had three (3) Cebu Pacific bookings. When I opened my email, I was extremely surprised that I had two (2) bookings on the same day for my Cebu-Manila trip on Nov.22.
It is in this light that I am seeking your assistance to cancel the other booking for the Manila- Cebu flight.
I sincerely hope you can extend due consideration to this request.
Reynaldo M. Baguio
HI!
I am Mara Garcia from BrandSpeak Asia,Inc.
We would just like to ask if we can send a story/press release about travel?
Would appreciate receiving your response.
Thank you so much!
Mara
maam,i would just like to ask how to rebook the ticket
more P0 fares
i was able to travel to alot of countries in Southeast Asia because of Cebu Pac’s affordable fares.
visit http://www.flipnomad.com for my travel adventures
so i also share the same story with those who complains about refund.
last june 2009,i bougth a ticket for my nephnew but there was a typhoon on that day and they were not able to land because of worst condition.
they were hanged for 4 hours on air trying to make a land but unfotunately the wind was so strong so they go back here in manila.
my nephnew is traveling alone and he is only 14 years old and he felt bad and uncorfortable so he went home.
now i have been trying to get my refund but until now i did not recieved it.infact one of my nephnew just take a flight yesterday with a whopping P4,000 PLUS FOR A 1 WAY TICKET.
I HOPE THIS COULD REACH YOUR ATTENTION.
24/01/2010
Mr John & Lance Gokongwei
I am addressing this specifically to you in the hope it may eventually reach you or one of your immediate subordinates as all avenues to contact Sebu Pacific Air are either not available, unanswered or blocked.
MY FRAUDULENT EXPERIENCE is as follows:
I Boris Peter Anticevich
on the 18/01/2010 Purchased and Paid for
Return Air Ticket booked on your Sebupacificair.com official Web Site and after carefully going through all the procedures including receiving your verification of the full money transfer from my Suncorp Visa Debit Card was allocated your Official ITINERARY TICKET and confirmation number UDWJSX
The Return Ticket was for my Care Giver
Miss SharieMay Mabitad Apostal on
MNL/TUG 20/01/2010 Flight 5J619
TUG/MNL 26/01/2010 Flight 5J618
At 4.00am on Wednesday 20/01/2010 I checked my Suncorp Internet Banking Account and established that the full cost of the ticket had been withdrawn and SharieMay then commenced her five hour travel from Lipa City and arrived at your Airport Flight Departure Counter at 10.05am only to be told her OFFICIAL ITINERARY RECEIPT was invalid even though the full money had actually
been removed from my account. The young lady was naturally very upset and kept insisting on the transactions validity and the fact that the funds had already been withdrawn. On my instance she spoke to three of your supposed senior operators who were all uncooperative rude and unwilling to speak to me either on her mobile phone or their land line. RESULTING in her having to travel back to Lipa City and again to the Super Ferry a total of TWENTY HOURS UNNECESSARY TRAVEL and EXPENSE and I HAVE STILL NOT RECEIVED A REFUND OR APOLOGY
Boris Anticevich
I just wonder, why does many passenger complain about this airline but still fly with it?
TO: Jennifer Estravez on May 7th, 2009 2:49 pm
I think the one who is stupid here is you.
1. First thing you do when you get to the airport is to check-in… Not the ticketing office as you did coz you already have a ticket. Not in the coffee shop coz you have not checked-in yet, dis should be done after checking in…
2. Get you facts straight. you wer in ayala 2 or 3? and at the erport 3:30? are you the president? do you have a motorcade, hiway patrol escorts?
3. When you received a call from the airline, did you ask wat to do since your flyt was delayed? i’m sure they would give advice coz it would be futile if they call and not tell you what to do.
4. Lastly, try flying again and closely follow the all the procedures stated in the ticket. you won’t get in to trouble i’m sure. I know you’ll fly again coz there’s no other airline who offers the cheapest way to fly.
Thanks. JD
TO: Pacita Hosaka on July 3rd, 2009 10:14 am
Have you read your ticket? refunds and rebooks has corresponding fees. It’s not the airlines mistake that another airplane overshoots the run-way w/c causes the delay of your flight.
thanks. JD
TO: Tina Zamora on April 23rd, 2009 8:15 am
Mam, maybe you left it someplace else. Flight attendants salary are way up (double than yours) and they won’t even think of taking away your celfone charger or a sack of nuts.
Next time, just we careful and don’t point fingers at anybody if you’re not sure..
Have a nice flyt.
Thanks. JD.
TO: Alemany Rahman on May 25th, 2009 6:00 pm
TO: Tang Kin Kwong on May 25th, 2009 6:03 pm
you two call lance gokongwei by another nick name lance goh.y? you sent the message just three minutes apart? and virtually, with the same thought/message. don’t you think, tan kin kwong and alemany Rahman are one and the same person?
Who happens to have a crush on lance gokongwei?
TO: Steven Aliso on May 25th, 2009 5:57 pm
TO: Alemany Rahman on May 25th, 2009 6:00 pm
TO: Tang Kin Kwong on May 25th, 2009 6:03 pm
one and the same person. Without explaining the details of their flight. all foul language. 3 minutes apart from each message. hates late, but still flies with it.
TO: jose lorenzo lirazan on January 3rd, 2009 9:55 am
It’s your travel agent’s fault for the messed up-mixed up travel destination. If you book online, you will be the one to click on the origin and destination forms, meaning it’s you or your travel agent who filled up the online forms… if you want to seek redress, go someplace else not here. red ribbon perhaps.
i have a complaint… CebuPac’s new rule regarding payment forfeiture of unused tickets not rebooked 1 day before flight schedule. This rule is grossly disadvantageuos to customers. CebuPac should not be allowed to do this. They have every right to add fines but to not refund a ticket bought BUT WAS NOT USED is unfair.
Can you explain to me WHY there exist a rule? Not sure if PAL implemented this but one thing is for sure, as a customer I don’t agree to it. Is it such a burden to your CSR’s or ticketing agents that you decided to create such a rule? A fine is acceptable but to totally forfeit the payment is just too much.
I used to fly CebuPac until this.
we wnt to put up a ticketing outlet exclusive for cebu pacific here in butuan city, the center of the caraga region,may we know the terms and conditions as well as the franchise fee for puttin up such an outlet, butuan city re ally needs more outlets to service the caraguenos , pls reply to my email add: magicco2003@yahoo.com
pls add one afternoon flight for manila to butuan v.v para yong gusto umuwi sa maynila after arriving in butuan at 10 a.m. makauwi pa sa hapon , right now there are only 2 flights one at 10 am and at 1:30 p.m. , how about a 4 p.m. flight ffrom manila to butuan andback
trinay kong magbook ng flight from osaka to manila.round trip.bakit around 51thouyen??? akala ko around 20thouyen lang..iba pa ba ung price if u do ur bookings online??? can anyone help me kung pano magpabook?? na tama ung price na lalabas..na same lang sa mga ads ng cebupacific about osaka to manila flights.. puhleaze…