✅ Verified Review
| Hong Kong to Cebu via Manila. On Cebu Pacific, things go ok until they don't, and when they don't go ok, they become disastrous very quickly! I and two business companions booked a flight to Macau for an important business meeting in China. Instead of trying to make connections on the same day of the meeting, we broke the trip up into two days. We chose one day to travel and rest up for the meeting on the next day. We had a 3:00 PM flight to Manila and a connecting flight to Macau at 7:30 PM that evening. We were at the airport in Cebu at 1:30PM. Our flight to Manila was delayed 3 hours and when they finally told us we would be leaving we asked for help because there was no way we would be able to make our connection. The ground staff helped us by checking us in for the Macau flight and giving us our boarding passes so we could proceed quickly to the departure gate once we arrived in Manila. Then they told us they would notify Manila that were delayed and coming! However, when we got to Manila, we missed the connection! Turned out that no one in Cebu informed the gate personnel at the Macau flight gate that we were coming. The ensuing "remedy" made us extremely late for our China meeting, cost of over $1000 in extra expenses we should never have had, and aged us all by at least 10 years. We expected Cebu Pacific to transfer us to another carrier so that we could get over to Macau, but it turns out that Cebu Pacific does not have any relationships of that sort with other airlines. The extent of the ground staff's attempt to find us a flight was limited to scanning airline websites looking for possible flights for us. In the end we had no choice but to stay with Cebu Pacific and let them get us to Hong Kong (not Macau) the next morning. Several days after arriving home I filed a complaint and the result was an email messages saying how sorry everyone was for all the delays and hassles, but that an investigation concluded that personnel followed acceptable procedures in handling our situation. I guess saying that you are "going to call ahead" and then not calling ahead are considered to "acceptable procedures" for Cebu Pacific. Never again. Most of the staff were very great during our crisis, except for one representative, whom when we first arrived in Manila and were trying to get to the Macau flight gate as quick as possible, we approached for information about our Macau flight. After calling on his radio, he informed us that the plane had already pulled away from the gate and that we would have to "go outside and buy another ticket", without even so much as telling us how sorry he was that the company had caused us to miss our flight. Cebu Pacific is good when it is good, but when things go awry, don't expect too much in the way of a remedy. I really hope they change.