Cebu Pacific

✅ Trip Verified | This company has the worst customer service. I purchased a ticket for my fiancée and put the wrong birthday by accident. I tried to change the birthday info online but it was greyed out so I couldn't fix it, even though Cebu Pacific posted their policy which allows changes to the birthday up to 2 hours before flight. I tried to look for a customer service number and called several of them but all of them throughout the world are automated answering services. So I had no choice but to purchase a second ticket. My fiancée explained the situation to the ticket agent at the airport and the agent said no problem you can just go to the customer service office and get it fixed. The only problem, the customer service office was closed! And when I disputed the charge with my credit card company, Cebu Pacific managed to twist this whole thing around and state I have no rights to a refund due to their "No Cancellation Policy" We will never fly this airline again! Such a simple issue uncovered layer upon layer of the "screw the customer" scam that Cebu Air has carefully crafted to ensure that you get screwed and have zero consumer rights!

Not Verified | Flight got cancelled, no refund but only voucher. Asked to use same amount for luggage allowance, not permitted. Had in total 8 flights within last 20 days with same luggages via different airlines and only cebu pacific asked for extra payment. Was ok to pay and during return flight I was told to pay for all my hand carries although we had exactly same amount of luggages with same kg that we had at the time of arrival. No one knows what the standard is and doing their own thing. Never again, worst airline ever.

Not Verified | I travelled to Bali, Indonesia from Fukuoka Japan and paid for my luggage the checked on. When i arrived the Bali, Indonesia I arrived without my paid check bags it was left in Fukuoka. It took Cebu 5 days to return my luggage to me during that time i had to buy clothes and hygiene items. To retrieve my luggage i had to commute from Gili Trawagan Island to the airport in Denpansar. I would like my refund for the check bags, compensation for the money I spent in Indonesia for Clothes and Hygiene Items, and a refund for my travel cost to travel to the airport to retrieve my luggage. In total its a reasonable price of $312USD. I have sent it all forms and receipts of everything purchase due to the loss of luggage. I have done this over 14 times with Cebu through the Facebook message as well as the email but each time I am told i will get and update in 48hrs but every 48 hours i and redoing the same thing and have the same conversation with a different representative. Cebu keeps running me around.

Not Verified | I booked with Cebu Pacific a flight from Manila to Siargao. I paid extra for my surfboard equipment. In Manila they charged me again for my surfboard, saying that what i booked wasn’t for surfboard but for extra luggage when there is no other option in their website! Same happened to my way back from Siargao to Manila. I ended up paying my surfboard 4 times. No refund whatsoever. Never flight with this airline, they will rip you off.

Not Verified | Cebu Pacific lost my luggage after making me check it in on my return flight. Flights delayed, small aircraft, no communication, everyone's trying but no one clearly tells you what to expect. Did not bring my luggage on the aircraft and ended up having it shipped to my connecting flight in Thailand, 12 days after I had left the Country and had to purchase everything again. Today, it's been 7-months since I've come back. After 80 emails in this ongoing thread to dispute and get my compensation for the lost luggage, no response after 1.5 months. Very unreliable, I just hope someone would give me a status on my flight.

Not Verified | Everything about this airline is bad! They don't provide food for free and don't accept credit card to pay anything. The seat is very uncomfortable, and the service is bad. The transfer in Manila airport was in a mess. They did not deliver my baggage with me. They refused to deliver the baggage to my address (where I live is very far from the airport). I asked for compensation of my baggage, but they haven't replied to me though many days have passed.

✅ Trip Verified | We had great experience with Cebu Pacific. They have great customer service. We arrived at 7am for our 12:55pm flight from Cebu to Manila because we came from Badian, Cebu and wanted to make sure we missed traffic. The assistant at the desk offered to get my family of 5 on the 8:30am flight instead of waiting for 6 hours at the airport. We were so grateful to get to our final destination sooner. They gave water and snacks when boarding for efficiency since it was only a 1 hour flight. We will definitely be flying them again. Thank you Cebu Pacific!

✅ Trip Verified | Rude staff. Worst service I have booked 4 flights for July, all were cancelled. Now we have to fly via Manila. I travelled with my sister and we placed our hand carry together in one cabin size luggage that weights 10kgs and they did not allow that even though we dont even have extra personal bags (only 1 cabin luggage for the two of us that didn’t even exceed 14kg as we are allowed to have 7kg each). They still asked us to separate it and carry 5kg each. How stupid.

Not Verified | So we accidentally booked extra weight and did put and credit card or debit card and didn't pay for it. At Sydney airport they made us pay 100 aus saying we didn't pay for it as we didn't use the weight and the staff of cebu pacific said we would get our money back as we land in Manila. In a normal case they should have given us our money back but they didn't and said there staff at Sydney airport misguided us and never paid us back the money.

✅ Trip Verified | I thought I knew what I was buying, a ticket for a very reasonable price - especially with carry-on only - on a low-cost airline, so I didn't really have expectations. However, this was my first time travelling long-distance on such an airline and not the usual max. 2-hr flights. And this made a huge difference. My seat was 4J, in the front, by the window, close to the toilet, but not too close. This was all fine. But an 8+ hr long flight with 7 restrooms only, for 436 seats, probably not enough. The quality of the seats, the restrooms were so worn-off and broken that I didn't really feel comfortable (though I'm not picky at all, but the restroom was a real experience towards the end of the flight). No entertainment (TV or music), of course, seats are not too comfortable either, but at least you can order food on board. Pretty limited selection in food unless you pre-order (strongly advised), drinks, snacks...but as it happened in my case, only 2 machines to pay by card, in my case BOTH broken. No local peso with me (why, if I'm flying out), and no USD (why, if I'm European, travelling home). Since we figured this out after my order of coffee, after a little while, I was told, it was on the company, but a few hours later I was thirsty and hungry, so I asked about opportunities to get a noodle pack and water. Since they said the company likely won't allow it, the flight attendants shared their own meal pack with me (noodle pack) and I got from their water. Interesting approach from the airline, but a huge thanks to the crew. Only a question, how come nobody checked the machines before taking off? (I flew with Cebu from Saigon to Manila before, short enough flight, so on shorter distance, I would probably take them again, but I would suggest / consider other options for 3+ hr flights).