Cebu Pacific

✅ Trip Verified | My wife recently had heart surgery and could therefore not walk fast enough. Because being Filipina she has to queue on a different passport control line. I, therefore, arrived at the gate earlier. When making the staff aware of my wife's heart problem and her not being able to walk fast, they asked me "why would we care?" When turning around to sit back down after this interaction, one of your employees spoke in Tagalog to the others and all laughed. Is this the service one can expect from Cebu Pacific? What kind of airline is this? What do they write in their hiring add "Searching for the most unqualified, most useless person available. Not liking to interact with people, and not having the appropriate manners for that matter, is mandatory"?

Not Verified | I don’t understand why the online check in line is always so much longer than the regular check in line. Also, why offer a smart check-in option only to get a piece of paper printed out saying “please take boarding pass from the check in counter”. This airline needs better and more efficient way of checking people in.

Not Verified | Was told my flight is canceled. I had to book a new one and was told I can request a refund. Did exactly this. Then I was told it’s actually not canceled. I already made a lot of extra costs (Extra hotel nights, and new booking). They were ‘happy to announce’ it was not canceled. I explained them they told me it’s canceled. I shown proof. They didn’t care. So I booked double. And they do not bother to refund or anything. Horrible service and attitude!

✅ Trip Verified | Always terrible without a hint of apology. Always delayed all the time I fly with this airline. Boarding time per boarding pass is 6.40pm - it’s now 7.15pm, still nothing.

✅ Trip Verified | I have flown with Cebu Pacific several times in the past, but this last trip was terrible in so many ways. All airlines are getting more cramped because of added seats and carryon luggage, but if you are located in the back by the CR don’t plan on sleeping. Very noisy with a terrible smell. It is bad enough that all food must be paid for in advance or on the plane. My wife asked for coffee twice (on 3-hr flight) and never received. This crew was not receptive at all. Next time I fly I will be seeking out other airlines who have better customer service

✅ Trip Verified | We arrived at the Bohol-Panglao Airport 2.5 hours prior to departure. The check in counter had 5 lanes open, and about 15 groups ahead of us. We did the online check in, and used the kiosk to print our bag tags. Did this save us any time? No. We had to wait in the check in line for over an hour waiting on other passengers to adjust their bags to avoid paying extra baggage fees - if it was one group I would understand, but it was every single one of them, and the gate agents did nothing about this. Instead they played on facebook. When it is finally our turn the gate agent says we did the bag tags wrong and re does them the same way I did. He sends the first 2 bags to be loaded and continues to the next 2 bags. On the second 2 bags he puts a transfer ticket on them without telling us that he forgot to on the first 2 bags. We noticed it but he didn't think we did. After going thru security, we talked about it and came to the conclusion that we needed to talk to someone. We couldn't afford for these bags to be delayed so we asked the security agent who we should talk to. He directs us to go back thru security and talk to the supervisor. We asked 2 people for a manager, they refused to get a manager and offered to help themselves. When we expressed our concern they offered to check our bags and they went to the sorting area and came back stating that our bags have already been sealed and cannot be checked. We then went to a security manager to express our concern and we were able to finally talk to the desk manage. He told us he could pull the bags to check, but I'd he did, they will probably not make the flight. We arrive to Manila and departed the plane and took a bus to terminal 3. We noticed that many passengers were not getting off the plane so we asked a stewardess if this bus was for transfers and she said yes, so we proceeded. We arrived on the bus in terminal 3 at the baggage claim and needed to be at terminal 4. Confused and short on time to catch our connecting flight we found the transfer desk after having to ask for directions. The agent at the counter didn't look up from her phone until we started filming and threatening to put the video on social media. Only then did she show us where the transfer bus was. We get to another agent at the bus transfer depot and he informed us that the bus had just departed and it would be at least 30 minutes till the next one, and by then we would miss our boarding cut off. He first tells us that we need to exit the terminal and take a cab. We asked if there is another option, because we really don't have time to go back thru security. He informed us that Cebu Pacific has a private shuttle they can call and that I need to go back to the transfer desk to make the request. I get back and the agent we spoke to before agreed to call this transfer. After about 15 minutes the shuttle arrived . We were then told that the shuttle does not have permission to take us thru the airport to get us to the other terminal, and we would have to exit the airport and drive around. We arrive at terminal 4 and still have to go thru security. We arrived 5 minutes before our scheduled departure time. when we arrived at terminal 4 we found out that our plane was delayed by 30 minutes, so the stress.

Not Verified | They messed about getting us loaded then we missed our departure slot. Flight was meant to leave at 6.10pm and we are still on runway at 6.45pm. It's the same every time with this airline. Absolutely terrible.

✅ Trip Verified | I flew 3 routes with Cebu Pacific Hanoi to Manila and Manila to Caticlan v.v. The hard product is fairly standard for an Asian low cost airline. A well kept A321/320 with a tight seat pitch and no recline and a decent crew. What makes it quite an adventure is their passengers. Any flight I took with this airline started and ended in a chaos. People dragging way too much luggage into the cabin, people seemingly clueless where their seat is while blocking the aisle and frustrating the boarding process. The crew is helpless, but tries to keep cool. While preparing the cabin for departure several people start using the toilets meaning that during taxiing people are in the aisles. The flights are uneventful, although the last landing at MNL was quite rough. All in all not bad for the price paid, but an experience. When Cebu Pacific would pay more attention to their own cabin luggage criteria it would be much smoother. Butit is at least not as bad as described in some of the previous reviews

✅ Trip Verified |   I was well aware of all the mixed reviews this airline has been getting and was not expecting much as it is a budget carrier. MEL-MNL was delayed by 4 hours as bad weather in Manila delayed the inbound plane, was handed over a meal card to spend while waiting. New and quiet aircraft, seats don't recline, though they are already somewhat recline, Pre-booked meals are expensive thank God you can buy snacks onboard. MNL-MEL ontime, boarding - there is no process really apart from the Elders and Adults with child boarding 1st. Again same type of aircraft, Middle toilets were not working and they have to attached plastic liners for passengers to throw their rubbish, very unsanitary. Overall I am satisfied as long as their is no drama, they are Non-Stop and because this is last minute, the Fare difference from legacy carriers was a factor for me.

✅ Trip Verified | My recent experience with Cebu Pacific Air was nothing short of a nightmare. They lost my luggage and left me without my belongings for an entire month during my holiday. They failed to follow proper procedures when I reported my lost luggage, showing a complete lack of care and professionalism. To make matters worse, they made the compensation process a convoluted and frustrating ordeal, and to this day, I've received no compensation. Their customer service is shockingly bad, and it feels like they want customers to give up and accept their negligence. Cebu Pacific Air may be a budget airline, but their cost-cutting measures come at the expense of customer satisfaction. I will never travel with them again. If you value your peace of mind, consider better options and steer clear of this airline.