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 423 reviews
4/10
3 star Skytrax Rating
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1/10

"Usual Lies & Counter Lies"

(United Arab Emirates)

Trip Verified | I Booked My CONFIRMED To & Fro Tickets + Seat Booking + Food For My Family & Me From Dubai To Gensan Via Manila On 28TH February 2024. We Arrived Philippines As Scheduled On 5TH Of July 2024. Our Scheduled D.O.D. Was 24TH August 2024 From Gensan To Dubai Via Manila At 6:40AM. Suddenly At 3:20AM, I Received An Email & At 4:02AM I Received A Text Message On My Mobile That My Flight From Gensan To Dubai Via Manila At 6:40AM Was Cancelled & Rescheduled To The 28TH August 2024. We Were Already At Gensan Airport & Had To Wait Since The Gensan Airport Opens At 5AM & Not Before. We Approached The Staff At The Cebu Pacific Counter & The Usual Lies & Counter Lies & Useless Apologies. Flight No: 5J 998 @ 6:40AM Was Cancelled. I Requested To Be Accommodated On The Next Available Cebu Pacific Flight To Manila & I Was Willing To Travel On The Philippine Airlines Flight To Manila. The Lady Then Informed Me That The Manila - Dubai Flight 5J 14 Was Also Cancelled. Lie After Lie. As We Had No Choice / Option, We Finally Much Against Our Will, Accepted To Travel On The 28TH August 2024 Flight.
Type Of TravellerFamily Leisure
Seat TypePremium Economy
RouteGensan to Dubai via Manila
Date FlownJuly 2024
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

"worst airline I had ever fly with"

(Australia)

Trip Verified | The worst airline I had ever fly with, first my flight got cancelled and they wouldn’t help me to rebook or sort the problem until I asked to talk to the supervisor. The staff at the airport check in counter English is bad, couldn’t communicate with me can only repeat the same thing. Second, the flight was saying scheduled on time until the boarding time, they announced it’s been delayed for an hour which is so annoying because we could have get sth to eat before we passed the last security check, now we stuck in the waiting section and can’t be able to go out and get food.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteCebu to Melbourne via Manila
Date FlownJuly 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

“Avoid when possible”

(Australia)

Trip Verified | Avoid when possible. At Sydney airport there is no Cebu crew present. They hire a company named Dnata to help with check in but can't do anything to help besides checking in. Paid for economy plus seats. Absolute waste. Leg space isn't much more than economy so you may as well save your money. Flight was too late. (Obviously, I don't think I've read one success story of taking off on time). Nobody was there to help out cause there was no Cebu Crew. Cabin staff on the other hand were friendly. On the way back, massive chaos at Manila airport. You can check in online, but don't receive a boarding ticket. Self check in useless claiming your passport details does not match ticket so they queue you up. Lines are insane long make sure you 3 hrs early as you can expect being 1hr+ in line just to obtain your boarding pass. Ground crew is unhelpful, they all know nothing and point to each other. I would never ever fly with them again. Even Jetstar and Air Asia seems like luxury flights in comparison with Cebu. Just don't bother
Type Of TravellerSolo Leisure
Seat TypePremium Economy
RouteManila to Sydney
Date FlownJuly 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
3/10

"incredibly disappointing experience"

(United States)

Trip Verified |   I recently had an incredibly disappointing experience with Cebu Pacific on our flight from Manila to Davao (5J 951 MNL-DVO). My girlfriend and I paid for two checked-in luggages of 20kg each but only utilized one at the check-in counter. At the gate, we had one luggage and one backpack each for carry-on, adhering to the carry-on policy as we have done on numerous Cebu Pacific flights without any issues. However, at the final gate check, we were informed by gate guard Christine Laperag that my small luggage was oversized. Despite my explanation that this luggage had always been accepted on previous Cebu Pacific flights, we were forced to check it in and pay an additional $20. We stated that we had already paid for two checked-in luggages and only used one, yet our request to waive the additional fee was dismissed by the Duty Supervisor. This situation exemplifies a lack of flexibility and poor customer service, especially by the supervising staff who rigidly adhered to policy without considering the specific circumstances. A competent supervisor should understand when to make reasonable exceptions for the benefit of both the customer and the company. Instead, we faced unnecessary stress and financial burden over a minor discrepancy that could have been resolved with a bit of common sense. Additionally, we found the conditions on the flight unacceptable. The plane was excessively cold, leaving not just passengers, but also flight attendants shivering. The lack of complimentary blankets exacerbates the discomfort, reflecting poorly on Cebu Pacific’s commitment to passenger well-being. Effective service and a pleasant experience are critical in distinguishing an airline, especially when other aspects like plane comfort and amenities are subpar. Your staff, particularly those in supervisory roles, should be capable of independent thinking and making decisions that prioritize customer satisfaction while balancing company policy. As a result of this experience, we have decided not to fly with Cebu Pacific anymore. This decision extends to my brother, sister, mother, and all 12 of my mother’s siblings. Additionally, my girlfriend’s parents and extended family in Italy have also decided not to use Cebu Pacific. In total, your airline has potentially lost around 25 lifelong customers due to this incident. The inflexibility and lack of customer-centric service have significantly tarnished our perception of Cebu Pacific. We urge Cebu Pacific to address this matter promptly and ensure that their staff, especially those in supervisory positions, are trained to handle such situations with more flexibility and consideration for the customer’s experience.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteManila to Davao
Date FlownMay 2024
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

"total lack of customer service"

(United States)

Not Verified | My main beef with Cebu Pacific is their total lack of customer service. Anything you need has to be done on their web site, completely AI controlled customer service. No phone numbers, No emails, just a ridiculous chat bot and we all know how effective those are! Cebu cancelled my flight and gave me the option for refund or re booking. I chose refund and 2 months later I still haven't seen a refund. Of course no way to contact them!
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteManila to Tacloban
Date FlownApril 2024
Value For Money 12345
no
1/10

"should ban this flight connection"

(Bulgaria)

Not Verified | 2 hrs connection in Manila? How were I supposed to be able to collect my luggage, get visa, go through security twice, check my luggage again an make it on time for the flight while being in one of the busiest and slowest airports? Cebu pacific should ban this flight connection. Also no one told me that I can't get my tennis racket in my carry on, so I ended up being returned from security, waiting again on a huge line to check my racket, tried to pay 55 USD to check it. I had NO money, no physical card and I had to run to exchange currency places, to try and gather money that I didn't have, so my only option left was to pay through the mobile app.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteManila to Cebu
Date FlownApril 2024
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 this airline"

(New Zealand)

Trip Verified | Cebu Pacific have a new policy of doing a 'security check' as you board the plane. Basically, Cebu Pacific staff will make you tip out your water bottle at the gate, under the guise of 'security'. (This is after the aviation security have done a proper search including x-rays, and you've refilled your bottle from the filtered water in the lounge). I asked if they will be replacing the water - they said "you can buy it on the plane". So they're delaying everyone, invading everyone's privacy, so they can make a few pesos selling bottled water on the plane. Absolutely disgusting behaviour. Avoid this airline.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteManila to Sydney
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"wouldn't choose this airline again"

(United States)

Not Verified | The check-in line hasn't moved for 30 minutes now because they only opened one counter for Clark, whereas most of the counters for Manila are open. It's also disorganized. Our departure is at 1:15 pm, and it's already 12 pm, but we're still in line. Some Cebu Pacific personnel are just standing around, which is disappointing. They are so rude too. I wouldn't choose this airline again!
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteTokyo Narita to Clark
Date FlownMarch 2024
Ground Service 12345
Value For Money 12345
no
1/10

"not be flying Cebu Pacific again"

(Hong Kong)

Trip Verified |  I've had bad experiences with Cebu Pacific before, but none quite as bad as the latest. Our flight to Hong Kong (from Manila) was scheduled for 15.35 on Feb 17. We boarded on time, and (stupidly) I believed that everything would go as planned. After driving around the runway forever, the pilot announced there was a "technical difficulty" and we would be returning to the boarding gate. This resulted in a fun hour long delay during which nothing was explained. After an hour of waiting, the pilot announced we would be leaving shortly. We left Manila and I (once again, stupidly) believed that all was well. After 20 minutes of flying, the pilot announced that there were technical difficulties and that we would need to turn around and go back to Manila. Upon landing in Manila at 7pm, we were assured that a new plane was available and we could board it at 8pm. Well, we boarded at 8. It is now 9.30 and we still haven't left yet. I will not be flying with Cebu Pacific again. I strongly recommend that you don't either, unless you enjoy wasting your money and being messed around for several hours. As a fun little treat, the live agent on their website was useless and unhelpful. Did not even attempt to answer my questions in any way, shape or form. If you fly with them after reading this, good luck and godspeed.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteCebu to Hong Kong via Manila
Date FlownFebruary 2024
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

“It is not worth the money”

(Australia)

Trip Verified | I will keep this short and simple: if trash could fly it would be this airline. It is not worth the money. Please don’t waste your money on them. By far the worse airline I’ve travelled with. And I’ve travelled half the world.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBocaray to Cebu
Date FlownFebruary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no