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 278 reviews
5/10
3 star Skytrax Rating
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3/10

"In short, shambolic."

(United Kingdom)

Trip Verified | Manila to Hanoi. Following a short storm and some disruption there was a delay to the flight of over 4 hours. Cebu Pacific staff failed to apologise, had very little information, appeared to be disorganized and unprofessional and did not inform passengers of their rights. Flights with other airlines appeared to be leaving. In short, shambolic.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteManila to Hanoi
Date FlownJune 2019
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

"refused to use the card"

(United States)

Trip Verified | I bought a ticket for my sister to go to Butuan from Manila. They took my money and then after about an half hour later.... they sent an email that stated the credit card was declined as it did not follow safety protocols. so I called them to verify that it was a good transaction and gave my consent to use the card .. they refused to use the card even after verifying all the information to be true. They also refused to refund my money that they took, as well as request that my sister pays for the ticket at the airport in cash, so I told them, not until you refund my money, they still refused. They wanted her to pay for the ticket a second time. They have very poor customer service Here is there response VIA EMail. CEB Fraud Management Team 6:31 AM (59 minutes ago) to (ME) Dear (Deleted for safety reasons) We apologize for any inconvenience you may have experienced. Your card was not accepted by the system because it breached certain safety parameters in the screening tool used by our company in evaluating all card payment transactions. Your booking is still "CONFIRMED", but subject to payment of the amount due, either in cash or card, at any of our organic ticketing offices or at the airport upon check-in. Thanks, Your Cebu Pacific Team
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteManila to Butuan
Date FlownJune 2019
Value For Money 12345
no
1/10

"never fly with Cebu Pacific"

(United States)

Trip Verified | Manila to Sydney. I should have check this site before buying my Cebu pacific tickets. Allowing only one luggage check-in and we were charge a very expensive 2nd luggage amounting to $350 US, food and drinks are not free, pillows and blankets are not free, and seating are narrow and cramp. My message to those checking out this airline, go check other airline and never fly with Cebu Pacific.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteManila to Sydney
Date FlownMarch 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"look for alternative airlines"

(Australia)

Trip Verified | The only positive I can find about this airline is the time given to you as a result of their constant delays and cancellations is the time to write a review about them. I was not aware of the recent issues this airline was having in the Philippines.Unfortunately this airline issues have been overlooked by the Countries Avaition Authority so better to avoid until there is a change in attitude and they show more concern towards the People who decide to visit this incredible country and its local people. In one of my situations a 1 hour flight between 2 airports resulted in a 12 hour flight across 3 airports. Don’t spoil you holidays and look for alternative airlines.
AircraftA320
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RoutePuerto Princesa to Manila via Iloilo
Date FlownMay 2019
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 at all cost"

(Canada)

Not Verified | Manila to Osaka. I am a solo female traveller on a budget not looking for lavish airlines or awesome plane meals, basic service is fine. Cebu cannot offer that and they screwed me over. 4 hour delay, desk was not saying why or when we would go. Delay caused me to miss my connecting flight booked on the same booking and Cebu will not provide any reimbursement. Had to repurchase two flights, would of been cheaper to fly with a legitimate airline. No one from Cebu was at the gate or terminal to help once arrived and before departure only 1 of 5 people sitting at the desk was actually helping out. Told one of the people at the desk about my concern for my connecting flight after 3 hours delay and he barely uttered “Cebu is only responsible to get you to Osaka” and walked off in the corner on his phone helping no other customers not even giving me a certificate of delay. On arrival there is absolutely no one from Cebu to help transferring customers and no other staff to talk to as it’s 11:30pm (5 mins after my flight left) and the airline phone number is closed till 9am. This cost me a sleepless night in an airport and over $500 dollars to fix. Cebu has offered me no help. Avoid at all cost.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteManila to Osaka
Date FlownMay 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"this airline is bad"

(United States)

Trip Verified | To say this airline is bad is an understatement. In putting together a complex itinerary for my wife, it was overlooked to prepay for one extra bag (weighing 22kg) on her flight from Manila to Bohol. A simple oversight, right? Nope. We had to shell out $110 USD not only for the extra bag, but they also weighed the carry on and it was like 1kg over the ridiculous 7kg limit. How much did the charge me for this? more than 5x the prepay. My wife was supposed to arrive a good 5 hours before the flight, but due to delays by Hong Kong airlines, she was there 3 hours and 50 minutes before the flight. 10 minutes after the 4-hour cutoff (where we could have paid <$20 for all of it). The staff (including the supervisor) refused to do anything or make any considerations. Robots. All of them. Customer support (online) was the exact same. Nobody cared and everyone just cited the online details. So we had to pay more than the cost of the entire ticket (which was $80 or so) just to bring on an extra 22kg suitcase AND we were charged extra for a carry-on which was not heavy or unusual. This airline is nickel and diming its customers and essentially extorting money from them at the "last minute". We’ll never fly this airline again and hope others make the same decision.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteManila to Bohol
Date FlownMay 2019
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

"delayed 6 hours for no reason"

(Canada)

Not Verified | The worst airline flying from Manila to Iloilo. The flight was delayed and going back from Iloilo to Manila was delayed 6 hours for no reason they do not inform you as of why they are delayed. They had other flights that came and went but were priority flights but not ours lots of upset people.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteIloilo to Manila
Date FlownMay 2019
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"Avoid this at all costs"

(Philippines)

Trip Verified | Manila to Iloilo. Probably the worst airline, located in the worst airport in the world, NAIA 3. From the check in process to flying delayed, it is hell on earth. Checkin was a mess. Employees were rude and inconsiderate. Plane is old and smells bad. Fly on another airline. Avoid this at all costs.
Aircraft320
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteManila to Iloilo
Date FlownMay 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
2/10

"Very much disappointed"

(Indonesia)

Trip Verified | Jakarta to Manila. I have booked Cebu Pacific for the first time not knowing that eventually I have to book 2 separate booking for my flight without paying a luggage with Cebu Pacific. I was trying to pay the baggage online unfortunately the situation made me not to do it as I need to speak to Customer Representative in person to express that I prefer to pay 1 payment since it is the same airline and there is no sense to pay 2 times for the same day flight. At the end the representative who checked me in at first country, could not help with the reason that it is different booking, and very likely He did not put any effort to speak with his superior. Very much disappointed booking with this airlines. Seems the customer satisfaction is number 10 (if it can be the last).
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteJakarta to Manila
Date FlownMay 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
3/10

"Cebu Pacific knew there was nothing we could do"

(United States)

Trip Verified | In the last 3 days, I have seen this airline cancel flights without warning and leave people stranded. My girlfriend and I tried to fly to Hanoi but her passport did not have six months left on it by 2 weeks. We were informed that if we got an emergency passport we could fly. It took 3 days due to holidays but we finally received it (passport). Excited to head to Vietnam we arrive at the airport to check in and the gate attendant tells us we now need a visa with a stamp. Something we were told we could apply for when we landed. Vietnam during this time was under a national holiday so nothing was being processed for at least another 3 days. We had already miss several tours and visits we were excited to see and a much needed spa day. Cebu Pacific knew there was nothing we could do with this new policy of theirs. They are getting 3 stars and not 0 because we have had one flight that was uneventful.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteHanoi to Manila
Date FlownApril 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no