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CEBU PACIFIC AIR Passenger Reviews and Passenger Trip Reports |
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CEBU PACIFIC AIR review : 18 February 2010 by Ron Howard (Philippines)
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Trip Rating : 7/10 |
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Recommended: |
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Value for Money: |
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Cabin Flown: | Economy |
I've lived in Cebu for almost 5 years and used this airline frequently. Overall satisfied with
services inflight but booking prices vary widely depending on time and availability. One
horrific experience when typhoon hit during a flight Cebu-Manila. We landed somewhere other
than Manila but nobody told us where we were prompting questions from many passengers. It was
Pampanga (Clark). Later flew to Manila. My onward flight to Taipei was scheduled for 1730 but
was finally cancelled at 2200.No follow up customer care and just had to sleep on floor at
Manila.
CEBU PACIFIC AIR review : 23 November 2009 by Gary Hanson (Australia)
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Trip Rating : 6/10 |
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Recommended: |
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Value for Money: |
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Cabin Flown: | Economy |
It is a budget airline, you get what you pay for. The aircraft are modern, flight crew good
and I have had some minor delays but no worse than any other airline. Where they fall down is
when something goes wrong, the follow up customer service is quite frankly abysmal. I have
been battling for 14 months to get refund on my credit card for a ticket they received
authorisation for and payment for but decided not to honor.
CEBU PACIFIC AIR review : 23 November 2009 by Tomek Janiak (Poland)
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Trip Rating : 7/10 |
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Recommended: |
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Value for Money: |
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Cabin Flown: | Economy |
HKG-MNL-HKG. Flights very punctual. Handling agent in HK nice, but in HKG (half empty flight)
they were enforcing cabin baggage size , in MNL (full flight) nobody cared. Return ticket
price (booked about 4 weeks in advance) was less than USD 100. Seats cramped. Prices
reasonable (beer about USD 2.00).
CEBU PACIFIC AIR review : 15 September 2009 by N Sutherland (UK)
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Trip Rating : 9/10 |
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Recommended: |
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Value for Money: |
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Cabin Flown: | Economy |
Have used CP on a dozen round trips to various international destinations: BKK, HKG, SIN and
ICN. Reliability and punctuality has been excellent - mostly on-time arrivals and departures
and never more than an hour late. (Wish I could say the same about PAL). Operations are much
smoother now using NAIA-3, Seats and Cabin Service are fine unless you're very tall. Very good
prices compared to the competition. As evidenced by other posts here there are problems with
their Customer Service, Refunds and a low (15kg) Check-In Baggage allowance. Bottom Line - CP
is a cheap and reliable no-frills airline offering a good service and I'll continue to use
them around SE Asia.
CEBU PACIFIC AIR review : 11 September 2009 by G Antonio (Philippines)
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Trip Rating : 1/10 |
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Recommended: |
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Value for Money: |
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Cabin Flown: | Economy |
Cebu Pacific is a classic example of an airline deteriorating as fast is it growing. In the
past few years service has gone from bad to horrific! The last 4 or 5 flights I've flown with
then were all either delayed or just outright cancelled. A BAC-MNL flight was first delayed
by more than 4 hours only to be announced late at night that the flight was cancelled. I had
to raise hell at the airport so they would transfer me to a PAL flight which was about to
leave. About a month after, my MPH-MNL flight was delayed by more than 4 hours and had to be
transferred to another airport an hour and a half away. The worst was my SIN-MNL flight which
they cancelled a day before my departure. Though I was sent a text message whilst in
Singapore, I was instructed to get in touch with their call center in Manila which was close
to impossible calling. I had to call and wait and wait and mind you, this was a long distance
call. Sure you do pay less but it's still not worth it considering all the trouble and
anxiety they can cause. I have not flown Cebu Pacific since the last incident.
CEBU PACIFIC AIR review : 18 August 2009 by A Francia (Ireland)
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Trip Rating : 10/10 |
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Recommended: |
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Value for Money: |
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Cabin Flown: | Economy |
I have a good experience with Cebu Pacific. I booked three different flights while i was on
holiday in the Philippines. First to Caticlan, although Caticlan airport was closed, they send
email and text message about the changes on the route two weeks before the flight. Instead of
Caticlan we flew to Kalibo Airport due to some Caticlan airport closure to big aircraft.
Flying back to Manila runs smoothly from checking in through arriving in NAIA 3.
Second booking is for Singapore. Checking in went very smooth, maybe because its early flight
and the aircraft is not full. Our flight left on time and arrived 10 minutes early. Same thing
flying back to Manila, everything went fine. Last flight was going to Puerto Princesa. We were
group of 8 with small children. On the time of checking in, we were given all front seats,
seating together. On board games made children happy.
CEBU PACIFIC AIR review : 7 August 2009 by I Chan (USA)
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Trip Rating : 8/10 |
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Recommended: |
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Value for Money: |
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Cabin Flown: | Economy |
We had a good experience. Hong Kong to Clark and back. Party of five, three are children.
Plane not very new, but comfortable enough. Staff courteous. Return trip about the same. No
delays. Short lines. Check-in pretty easy. Purchase of tickets pretty smooth, read about
Verified by Visa in one of the reviews, I think that made a huge difference. Overall
satisfied.
CEBU PACIFIC AIR review : 3 August 2009 by J Sabaduquia (USA)
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Trip Rating : 3/10 |
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Recommended: |
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Value for Money: |
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Cabin Flown: | Economy |
MNL-CGY on a new A320. Delayed for 2 hours, then we boarded in the rain without an umbrella,
then we taxied in the runway, delayed for 1 hour again! Legroom was the worst I've
encountered! Seats didn't recline, no free food, FAs kept chatting and chatting as if they're
paid to just talk. On the positive side I enjoyed their little games. Overall, I think PR is
the way to go on domestic flights since PR is professional, good legroom and entertainment and
has free and decent food!
CEBU PACIFIC AIR review : 8 July 2009 by Malcolm Goode (UK)
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Trip Rating : 0/10 |
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Recommended: |
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Value for Money: |
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Cabin Flown: | Standard |
For a budget airline this equates with others - no frills, just a cheap flight with everything
other than the air being charged for as an extra. This is acceptable. What is not acceptable
is their policy of never refunding if a refund is due. I, like many others that have been
tricked by Cebu Pacific, was told that the flights that I needed to change would be charged a
second time and a refund would be issued for the original tickets. The refund never arrived
and it is now almost 2 years since. Searching the web I find many others in the same
situation. Cebu Pacific did state that the refund could take up to 6 months to appear but
after 6 months I complained to HSBC who say they cannot handle complaints for items over 4
months since. Clever rip off! No refund and too long for the bank to get involved. Flights are
OK but never get involved in a situation with them where a refund will be due because it will
not happen. Our 3 tickets cost approx USD300 but I actually ended up paying USD600.
CEBU PACIFIC AIR review : 22 June 2009 : by G Chew
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Customer Rating : 4/5 |  |
Hong Kong-Manila, Manila-Shanghai. Cheap fares found a month before the flight. Both flights
arrived early. Aircraft were clean and seat pitch adequate. BOB not expensive, but the
sandwiches weren't great - cheap and nasty ham. They tried to rip me off with the USD exchange
rate, but when challenged, the rate changed dramatically. Arrival into T3 in MNL was fast,
and I was in a taxi within 20 minutes. Check in in MNL was slower for no other reason than
the staff making everyone join random queues for no apparent reason. Steep excess baggage
rate for the return flight. Overall, no problems fairly positive experience.
CEBU PACIFIC review : 17 June 2009 : by Jim Benson
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Customer Rating : 1/5 |  |
Good operations for a budget airline but the customer service is the very worst. If you ever
have a problem and call the customer service number, be prepared to be on hold for a long time
and if you do speak to someone, nothing will be done. If you address an email to customer
service on their website, it will never be answered. Many problems would not occur if credit
cards from Canada and America were accepted. You can spend many frustrating minutes making a
reservation only to have your credit card declined. Don't waste your time trying it again as
the same thing will happen. Your best bet is to use one of their competitors. Hopefully,
they will get the message before they go out of business.
CEBU PACIFIC review : 8 April 2009 : by Edmund Carew
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Customer Rating : 5/5 |  |
MN -TAG. Check-in was slow because the airline has recently made passengers for each flight at
MNL's modern and pleasantly airconditioned Terminal 3 wait in separate lines rather than
combining all flights in one queue as it used to do. True to form, my mother and me picked
the slowest moving queue though in fairness the difference was only three or four minutes: the
perception, however, when standing is a bit like being in a bank queue: one assumes that the
wait is far longer than actuality. Departure was more or less on time and arrival at TAG
after a smooth flight with a load factor of about 85 per cent was a few minutes early.
Baggage was offloaded quickly which was pleasing.
CEBU PACIFIC review : 6 April 2009 : by A Cruz
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Customer Rating : 2/5 |  |
In booking via the internet, beware. Never ever make cancellation because it's very very hard
to get back your refund. I have experienced a nightmare of calling every time for follow-up
on my refund. And guess what, it's more than five months since last week of Oct 2008 and I
haven't got my refund until now. They always say, to call by next week because the request is
already on cue with accounting. Same line always. I'm working overseas and I've been calling
via long distance call every time. I'm already having huge charges on every call because they
always put me on hold once I got a successful connection after having numerous tries on
calling. Now, I'm about to go home for a vacation and I haven't got a single cent on my
refund. So, beware in case you buy your ticket in the internet because if you ask for refund
later on, it's a dead end. It will take ages before you could have your refund...
CEBU PACIFIC review : 12 March 2009 : by J Gray
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Customer Rating : 5/5 |  |
Iloilo to Cebu, Cebu to Puerto Princesa and Puerto Princesa to Manila. Every flight on time,
smooth check in, friendly cabin crew and clean and tidy aircraft. Had no issues with using the
website and foreign credit card online. For a low cost carrier, this airline provides full
service where it counts.
CEBU PACIFIC review : 10 March 2009 : by S Ledesma
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Customer Rating : 2/5 |  |
We applied for a refund on June 13 '08 in Hong Kong because we decided to extend our stay. It
has been 8 months and we have not received our refund even after 3 difficult follow ups. We
were told that their refund policy usually takes 8 weeks but at 8 months we have not received
anything!
CEBU PACIFIC review : 6 March 2009 : by A Duggan
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Customer Rating : 1/5 |  |
After one year I am still waiting for a refund after a cancellation. I finally contacted the
Dept of Tourism and they forwarded my letter to the Civil Aeronautics Board. So far there was
no reaction. If there is no class action suite against Cebu Pacific then I can only suggest
going via other Philippine authorities.
CEBU PACIFIC review : 23 February 2009 : by Iain Rogers
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Customer Rating : 4/5 |  |
Hong Kong - Angeles City & return. Check-in at HKG was quick. FBA is 15 Kg. per person plus
7Kg. for hand carry. Unlike other LCC's, two people travelling together on the same booking
may combine their individual allowance, provided it does not exceed 30 Kg. after which excess
charges will apply. Equipment was A319 less than two years old. Leather seats a bit tight at
29" but exit rows 10 & 11 are great. Push-back was 10 minutes early and arrival at CRK was 20
minutes early. Chatting to one on the FA's on this flight, I explained the difficulty in
booking online and trying to contact the Manila office. I was taken aback when she said "yes,
our customer service sucks". She agreed with me when I said that a customer had a better
chance of getting through to Manila by means of telepathy or prayer. Another passenger
overheard my comments and interjected that she had spent six hours trying to book on-line. She
used five different cards (two declined, two blocked) before she succeeded. She, too,
discovered the vagaries of trying to use CP's website. However, there are no hidden charges
such as a handling fee for CC booking (Ryanair take note). Cebu is a great airline. If it
could only sort out its website I would give it five stars.
CEBU PACIFIC review : 1 February 2009 : by S Chan
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Customer Rating : 4/5 |  |
Hong Kong-Davao return A319, seats 3D-4E. First time to use Cebu Pacific and good impression.
The booking of the flight was quick and painless. I used a local Hong Kong bank's MasterCard
and quickly confirmed it. Seat Selector was great (rather expensive @ HK$18 while you could
just pick one at the airport, but I didn't see the Terms & Conditions and could not refund it
later. I saw an ad in the local newspaper stating zero fares for international flights
(excluding tax and fuel surcharge). Total fare for 5 people was HK$2705 [PHP 16180] (including
taxes, seat selector etc.) I immediately booked a flight to Davao (since Manila and Cebu were
full) for our family of 2 adults and 3 kids. Departure from Hong Kong International Airport
departure was completely handled by Menzies Aviation, only 1 counter open and flight 10
minutes late. Checked luggage limit was acceptable at 15kg person. However, schedule of the
flight was poor as it departed 00:15AM (arrive 3:05AM) to maximize use of aircraft. Seats a
bit uncomfortable to sleep in but legroom was still ok (around as much as an average city
bus). They started off with in-flight snacks (they shouted "Snacks For Sale", which wasn't
professional). Load factor about 73%. Flight from Davao to Hong Kong was very full at around
92% with 2 back rows almost empty. Time of departure more reasonable this time departing at
8:40PM and arriving at 11:30PM. We departed 10 min. early but still arrived 7 minutes later
than planned. Inflight, the cabin lights were dimmed way too late into the flight. Overall, good experience.
CEBU PACIFIC review : 25 January 2009 : by Alfons Wilbert
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Customer Rating : 4/5 |  |
SIN-DVO A320 Y-Class, seat no 1C. This was the first time that I used Cebu Pacific on an
International Flight after having used them a number of times in the past on Domestic routes.
The booking of the flight was the usual nightmare you find described in plenty of the stories
here posted, however, I may have found one of the problems that are encountered trying to pay
with a Non-Philippines Credit Card. Like in many countries, Belgium, too, has a centralised
Bank Card System. This means, whilst the various Credit Cards are issued by the various local
Banks and even carry the Name of the Bank on them, the actual Clearance is done by one
Centralised Agency, in the Case of Belgium, the Belgium Bank Card Company, BCC for short. The
actual problem is, that Cebu Pacific asks you to enter the name of the Issuing Bank and this
is where the problem lies. They do not actually want the Name of the Issuing Bank, they need
the name of the Clearing Institute. Once I realised that, my payment was authorised without
any problems. As for the flight, I have to say that we left SIN with about 3 hours delay,
however, this delay was in no way down to Cebu Pacific but caused by Singapore Airport
Terminal Services. Cebu Pacific fly from the new Budget Terminal - it has a number of
implications for the traveller connecting through SIN Changi Airport. Firstly, despite the
fact that you may had your luggage checked through to your final destination, you actually
have to collected it from the belt of your connecting flight at SIN Changi and go through
Emigrations and Customs, as you will have to physically leave the airport to get to the Budget
Terminal. As for the flight itself, it was a good flight in a new aircraft with a crew that
has an infectious smile! Flying with Cebu Pacific has always been a nice experience for me,
its the booking of your ticket that is the problem. How else can you explain that an airline
does not even accept Credit Cards in their own booking offices (Cebu Pacific Booking Office,
Victoria Mall, Davao City) any more ??
CEBU PACIFIC review : 24 January 2009 : by Iain Rogers
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Customer Rating : 0/5 |  |
I have just booked online with Cebu Pacific. Their website is configured for North
American/Philippine standards. Required fields, such as Postal Code will not accept
alpha/numeric codes, eg. UK and Canada. Knowing that the Philippines uses a four digit postal
code, I entered "1234". This was accepted. Same again for 'phone numbers (too long/too short).
I entered Cebu Pacific's own 'phone number as my contact number. Again, it was accepted.
Trying to pay was frustrating, after three attempts at submitting payment, my card was
"blocked". A call to my bank managed to un-block the card. They suggested (HSBC) that I should
register with Verified by Visa. I did so, and when I tried the booking again it went
perfectly. Verified by Visa is the way to go. It is also "secure" in that it uses a password.
CEBU PACIFIC review : 10 December 2008 : by E Carew
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Customer Rating : 4/5 |  |
MNl - CEB. Unlike some other travellers I have not experienced any recent problems booking online
with this efficient airline. The key may be to use a credit card that is 'Verified by Visa' or the
equivalent MasterCard security program. For check-in at the 'new' NAIA Terminal 3, the wait in the
single queue was about 10 to 15 minutes, which is acceptable. Dining options both landside and
airside were spartan, but hopefully in a few months some permanent concessions may open instead of
the 'temporary' facilities currently available. The terminal was a pleasant temperature for
Westerners although some Asians who are used to the tropical heat and humidity may have found it
cold. There was plenty of seating at the departure gate though getting there involved a reasonably
long walk, and some small unfinished, unoccupied spaces across the aisle from the boarding gate was
noticeable. Boarding was effortless as aerobridges are now in use. The flight was about 15 minutes
late leaving but on time by Cebu, such are the slack timetables. FAs were pleasant but with the
flight only 85 per cent full, they were not under maximum pressure when serving pay-as-you-go drinks
and nibbles. All in all, a reasonable flight at a value for money fare.
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