Cebu Pacific

✅ Trip Verified | Have a flight from Hong Kong to Puerto Princesa the 28th of April this year. When we booked the tickets we compared times and prices, and then decided to pay quite a lot more to fly home Sunday 6th of May. We did not have to wake up too early, we didn’t have to spend a lot of time on the airport in Manila and we didn’t have to arrive in Hong Kong too late. The flight time was perfect and worth the extra money. Then they changed our time and we ended up with 20 minutes between the connecting flights. We therefore had to change flights. In the email they stated that it could easily be done on their website. When I tried to do so it said there was no flights available and that I would have to contact them by phone. It was almost impossible to contact their customer service. I tried every number I could find and their Facebook page, but no answer. When we finally got through they could only offer us flight early in the morning where we would have to wait hours in Manila. I tried to tell them that we paid a lot more for the flight we originally had, and that the flight they were offering was cheaper on their website. Spent more than 30minutes on the phone with them asking for compensation. They told us the compensation was that we could rebook the flight free of charge. The flights they are offering us are obviously a lot less convenient, and I think it’s only fair that they compensate us for that. Making up for their own mistake is not a compensation, and I’m really disappointed by the lack of help.

✅ Trip Verified | Manila to Coron. The worst local airline in the Philippines. Our Flights have been changed two times and yet we couldn't even get empathy from the people working in this Company! They are always going on overbooking and would just reason out that its beyond their control as they are doing flight realignments. How many times would you do that flight realignment in one month if you are not going overbooked? We cannot always accept your lame excuse Cebu Pacific! You are getting 3stars here because you are giving low fares that just a plus factor on you, but if these people will experience the worst things that we had for you negative score is what they'll give you (if that could only be possibly given in a review!

✅ Trip Verified | We already experienced several inconvenient situations with this airlines such as delayed flights, boarding changes to name a few. But this Manila to Singapore flight we have is the worst. The day before our flight, our schedule was changed. We paid more for the schedule we took but you scheduled us to the cheaper priced schedule which has very inconvenient time for us thus we did not take it. Our important appointment was cancelled because of this. We called their contact center but we were answered after 1 hour of waiting on the line. We travelled quite a number countries already and experienced different budget airlines and I will say that this airlines is the worst.

✅ Trip Verified | Iloilo to Manila. Flight was delayed. Very rude employees collecting tickets to board the plane. They dont even know what a pwd (person with disability) id is. They asked if my mom has a senior id card for boarding ahead. She showed her pwd id card! This is in Iloilo airport. If i was given a choice, i would fly a different airline. Definitely not this one.

✅ Trip Verified | Officially the worst airline I've had the chance to fly. Ryanair, doesn't even come close and they are a pretty terrible airline. I am a very reasonable person who believes customers should be treated as if they were going to fly with the company again, in Cebu Pacific's case I don't think the staff have heard of the term "customer service". Here's my story - I flew from NRT (Tokyo) to SYD (Sydney) and I purchased this ticket with the thought of having a good tourist layover in Manila. Oh was I wrong. I had to add a bag to my checked bag luggage, well this airline expects 48 hours notice in Tokyo so naturally I assume okay, I will need to pay an extra baggage fee because it's outside of the time slot. Not great but I didn't read their regulations ahead of time. My mistake was thinking I would be covered on my second flight. The airline was less than accommodating because there was a 24 hour layover in Manila I had to pay baggage fees twice and ended up spending over $100 in fees to ship a backpack which weighed 10kgs back to Sydney. I spoke with the manager in Manila and he said there was nothing they could do. To add to the matter, the seats are bricks, and the food was terrible. All in all, I hate to complain but when a company is strictly after profits and does anything to get their employees to act this way there is a huge problem. Pay the extra $50-60 to fly any other airline!

✅ Trip Verified | Cebu to Caticlan. Worst flight company ever. I booked four different flights with them on January 2018 and all of them were delayed of at least one hour. Don't book with them, trust me, you would rather prefer spend your money with another company and not waste them. We had to book several accommodations because of them.

✅ Trip Verified | Flew Cebu Pacific from Manila to Bacolod. Staff not helpful at all! Flew from Manila to Bacolod and while I was checking in the staff didn’t say anything that I need to check in the baggage. The staff said it was okay not to check the bags. I only had one suitcase and one backpack. They weighed 9.8kg altogether. So, after the check in I headed over to the security check area only to be stopped by the other staff telling me they needed to check the weight of my bag because I had 2 pieces of carry on baggage. When they weighed it, they said I needed to check in the suitcase and led me to the counter. I didn’t have any idea that I needed to pay. For 2.8 kg excess they let me pay 800php just because I had 2 bags with me. I was annoyed because I wasn’t informed ahead of time. This airline mostly has cheaper flights but you only get what you pay for. Staff not helpful at all of giving you other options. They are only after what they can benefit from.

✅ Trip Verified | Tagbilaran to Manila. Flying Cebu Pacific is like riding a bus! You pay what you get for! No service at all times. At the Check-In staff always well trained to seek for additional sales. Like when you are in your limits of baggage you can see the disappointment in their eyes that no money can be taken from you! Delays are not being announced. My travel partner was not able to make the flight. All reservations from my side were done through my credit card accounts and I booked everything through their website! As we had one booking, I needed to call 5J as I was not able to split the booking myself through their website. Calling them takes quite a while time, getting hold of them takes time. The agent I spoke to was friendly, providing me options within my case. As a rebooking for my travel companion was out of question listening to their options in our case, he decided to fly a different carrier! I was given the option that I could not refund the ticket although the ticket was refundable, instead I would be given a travel fund for 90 days! I was OK with that option cause I knew I would be flying again sooner. I asked the agent to split our booking and I was advised all further processes you can do through our website as you will be able now to change/rebook/cancel yourself online. I asked also the Travel Fund will be processed through my option to cancel and I was confirmed. Trusting the fact that I could manage all on my own, I did cancel the booking one day after in the knowing I will have a travel fund. What I was not told that the travel fund will now be only claimable under the surname of the booking carried in the booking! Which was now my travel companion and not mine. I paid all tickets and I did pay above 10.000PHP for this one way flight from Bohol to Manila. I felt sure and assured through my call that I can cancel it through the website and not needing to place a call again as waiting time and costs to save! So I cancelled all through the website! Doing this with the secure feeling of eveything I wanted to purchase a new ticket for myself. After being back in Europe I called 5J at least more than 30 minutes to find out that I will not be able to collect my travel fund on my name and to being told that I did agree to the conditions given as it clearly states online. I explained the call center agent the situation and she forwarded my case to an escallation team, and I was told I could call back within 24-48 hrs to find out of further results. I called back 27 hrs after, no updates spending 20 mins to find out, I callled 57 hrs after after spending 40 mins with waiting on hold in line due to busy agents noone available. I decided to contact 5J through Social Media - answer after 10 hrs NO UPDATE. After additional 2 hrs I was contacted by 5J via phone. My request was declined. Clearly 5J does not really care who pays the tickets of its passengers - their policies are clearly made to keep funds pending and to make it difficult for someone to claim their money! 5J does not care about their passengers, they just care about your money. 3300 PHP will be a gift to them as they stick to their policy not understanding the customers side.

✅ Trip Verified | Cebu to Manila. Constant delays on every flight I have had with them. Not only were we delayed at our airport of origin, we were delayed on the ground in our destination as well - we had to remain seated for more than 45 minutes because of the disorganization of this company. An absolute joke to say the least, spend your money elsewhere or you will regret your decision.

✅ Trip Verified | Booked to fly Cebu Pacific from Manila to Iloilo. First, they cancelled my confirmed booking just hours before my flight. I wasn't able to change it via the web due to their system issues. Secondly, they have rescheduled this trip a couple of times, around 4 times. Now I have no free schedules for December and have told them that but they keep insisting on their 30 day rule policy. When I scheduled and booked this flight, I needed to set everything almost a year prior to the trip, and they cancelled it just like that. Now, they insist on their rules not even thinking of any customer service or customer satisfaction.