Cebu Pacific

Customer Reviews

3 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 345 reviews
4/10
3 star Skytrax Rating
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8/10

"a great experience"

(United States)

Trip Verified | First time to a turbo prop its was a great experience. Short flight from Bacolod to Cebu then hop in and airbus A220 to General Santos in one day. Seating was OK for a short hop.
AircraftATR 72
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBacolod to Cebu
Date FlownJanuary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"horrible experience"

(Austria)

Trip Verified | No meal for a 10 hour flight, we had a huge delay (4 hours) with no help from the company to take connecting flights, horrible service and everything looked cheap and not taken care of. No information about the whereabouts of the aircraft or the whole waiting time was provided with time. Overall, horrible experience, personnel was nice though but the whole attendance and communication was a mess. Never happened with any other company and just offering an apology is not enough for losing 1 extra flight. Cebu Pacific is an unprofessional company.
AircraftA330neo
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteManila to Dubai
Date FlownFebruary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"never use this airline again"

(Japan)

Trip Verified | The site for checking was down so we couldn’t do it online. They closed the check in counter one hour before the flight and left 2 groups of people out. We all lost our flights, the staff was horrible, will never use this airline again.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteFukuoka to Manila
Date FlownJanuary 2023
Ground Service 12345
Value For Money 12345
no
2/10

"Worst airline experience ever"

(Hong Kong)

Trip Verified | Worst airline experience ever, due to terrible service. The staff is very desorganized and doesn't want to help the customers. They kept changing gates on multiple airports, and constantly giving wrong information to all the guests. Basically each staff would tell you a different information about the flight, like telling you the flight is delayed 1 hour, asking you to seat down at the gate waiting for information, and suddenly you realize your flight is already boarding on another gate and is actually not delayed. Also during boarding they are messy and create problems out of nowhere, for example while checking the boarding pass before boarding they tell me my name is incorrect and I need to go and change it ASAP, but actually no, they just don't really know how to read, and all of them look a bit oblivious of what's going on at all times.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteManila to Hong Kong
Date FlownJanuary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"one of the worst flights"

(Philippines)

Trip Verified | Check in 2 hours only 4 desks open resulting in delay off flight delayed by 2 hours. They tried to disguise it as paperwork issues and baggage handling but check in staff gave away the issue due to lack of staff provided by airline. Same excuse used as when we first arrived that they had a problem opening up the baggage hold and tghid cause 1.5 hours of delays. Very little update or info from cabin crew and cockpit communications very limited or non-existent particularly over a duration of 8 hour flight. Right hand front toilet consistently with a queue of 3 to 8 people. I then found out that the left hand front toilet cabin staff were saying it was not in use despite a green light showing. Then when i pushed the matter they admitted that it was reserved for the Captain only. Absolutely unbelievable! The one working right front toilet was a total disgrace, absolutely filthy with no toilet tissue and contaminated water swilling on the floor. During turbulence announcements cabin crew took no action at all to ask the queue for the toilet to return to their seats despite they themselves strapped in ( a major safety issue!). Not even one pot of noodles available during flight and not even any hot drinks at all. Pre ordered food choices were not available and PAX fobbed off with other alternatives of which the quality was lousy. Generally the cabin crew were inattentive and spend a lot of time just sitting down. No pro active action to do more than the very basic. I'm 64 years old Brit, a former pilot and have flown extensively with many airlines both locally and internationally. This was perhaps one of the worst flights in my entire life.
AircraftA330 Neo
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSydney to Manila
Date FlownJanuary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Completely incompetent"

(Australia)

Not Verified | Completely incompetent, four hour delay out of Sydney, waiting 8 hours in the airport wiling 3 kids. Finally get to Manila, one lost bag- just happens to be all of my wife and youngest daughters clothes. Two hours trying to sort this out and find someone that can help - out of the airport 6 hours late, missed a dinner and dramas with hotel due to lateness. Fast forward 4 days after little contact and even less helpfulness we drive 45 minutes to pick up the bag. Another 4 days later still waiting on needed forms to claim compensation after having to buy new clothes for two family member over Christmas. This is causing so much tension on what should be a family holiday.
AircraftA330-900neo
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSydney to Manila
Date FlownDecember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
2/10

"I think Cebu Pacific doesn't even meet the basic standards"

(Canada)

Trip Verified | The Cebu Pacific website disconnects, times out, and stops loading a lot. I think they just didn't set it up to handle online traffic very well. It disrupted my booking constantly and worse, didn't process my payment properly so the booking was not confirmed, yet I was charged on my credit card. Their customer service is a Facebook chat and the staff are unfortunately not even trusted by their company with anything to do with my account so not very much help at all when I had to open a dispute on the charge since they never fixed that charge (to this day, months later and I had to book a second time, still unresolved and waiting for dispute case). The customer service help desk shouldn't be a Facebook chat - should be an actual phone line and their staff should be trained on account matters. Also their website currently is confusing with an "old" and "new" version for when you want to manage your booking. Certain options can only be done on either versions. The mobile app doesn't work at all. Always has an error. On the actual flight: the NRT>MNL plane does not have reclining seats and they do offer meals but you have to buy them. So if you are going to be hungry, eat before your board. While they were serving the snacks, I normally am okay and indifferent to the smell of instant noodles but somehow on that flight, it was just overpowering since we're in an enclosed space. After some time and just before our stomachs were going to turn inside out, thankfully the staff sprayed something in the air that eliminated the odor but I think serving such a strong smelling food is not good for flights in my opinion. The only thing I think that I can say is positive is that their check-in staff and cabin attendants were professional the entire time. I get they are a budget airline and for prices to be cheap, you compromise a lot on things but I think Cebu Pacific doesn't even meet the basic standards that other budget airlines do. So be wary of booking with them. If your budget allows for a bit more, try another airline for your route.
AircraftA321
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteNarita to Manila
Date FlownNovember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"avoid using them in the future"

(Ireland)

Trip Verified | Didn't like this flight or airline. The airline had no blankets and the plane was cold. They didn't even have any to buy from them. The seats don't recline at all so forgot using a neck pillow. Couldn't change my ore ordered food. The options are shocking anyways so we turned ours down at 4am. Would try to avoid using them in the future.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteManilla to Bali
Date FlownDecember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
9/10

"light is hassle-free for the first time"

(United States)

Trip Verified | My vacation flight is hassle-free for the first time, flying with Cebu Pacific. On-time take off and we arrived early than the estimated time. I hope you can keep it up.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteBacolod to Manila
Date FlownDecember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
6/10

"don't have conveyer for the baggage"

(Philippines)

Trip Verified | Flew to Caticlan with 5J 903, the flight was smooth from Manila, there was flight delay but didnt bring any hassle. Until we arrived in a Caticlan 5 Dec 2022, around 230pm a dainty decent airport, so here its goes they don't have conveyer for the baggage and I stood up on the stage where they were placing the bags to be collected, then staff called me out, I immediately step down and apologized but he was so rude and unprofessional when a coworker he was telling him what happened in a very gossipy manner like he is just in the street and not in his uniform working!
AircraftA320
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteManila to Caticlan
Date FlownDecember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes