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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1/10

" Worst flight experience"

(Philippines)

Trip Verified | Worst customer service. Rude, unprofessional and unpleasant. Combative and unreasonable. Does not offer concrete solutions. Lures you to pay more. Worst flight experience
AircraftA320
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteManila to Cebu
Date FlownSeptember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"The worst customer service"

(Philippines)

Trip Verified | Worst customer service. we were traveling to Manila with my friend. We arrive at the airport 7:20 then they told us that we were already late for our check in for 9 mins and we cannot board - the only way is to rebook our ticket for the next flight and we have to pay for another ticket. We want to talk to a supervisor or anyone in charge but their just sayin its all the same explanation that we will get from the supervisor. They didn't care if you miss your flight or you have to pay for expensive rebooking even the one in the check in counter was worst he just left from the counter. We end up paying on other ticket, then worst part they put us on the last part of the seat. The worst customer service.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteTacloban to Manila
Date FlownSeptember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"they didn’t care at all"

(Philippines)

Trip Verified | Worst customer service. ! I am travelling with my family to Gensan, 6 of us. We were there 3hours before the flight. We didn’t get into the plane. A night before I was trying to add extra luggage in Cebu pacific online site. It didn't go through I was getting an error. So we went to the airport with our hand carry alone. And when we got to the airport it says it went through. So we need to pay even though we don’t have the extra luggage. We end up paying, line was long at the cashier. We went back to check in and the stuffs told us that check was close. We need to rebook our ticket. If the staff just try to help this will never happened. However they didn’t care at all.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteManila to General santos
Date FlownAugust 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"airline is by far the worst ever"

(Canada)

Not Verified | This airline is by far the worst ever. None of the staff were helpful. They won’t even answer your questions properly. I have flown a lot around the Philippines and all there flights are regularly delayed. After long line ups and disorganized booths, we were 5 minutes later than the cut off (3:10 for a 4:00pm flight) back to Manila. The staff did nothing to help when they could have, and made us pay for additional tickets for the a later flight. This was really horrible service as the airport very very small. And to make it even worst the flight we had to pay extra for got delayed be 1.5 hours.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteBoracay to Manila
Date FlownJuly 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

"This is just mind blowing and appalling"

(Philippines)

Trip Verified | This is the worst airline I have encountered and I travel extensively. Their policies are deceitful and customer service is not willing to help or even explain their policies at all. I went to check in for my flight and had already paid for my bags when I had purchased my flight. When I checked they were charging me an additional 4,000 pesos for my bags which I never even selected. When I brought this error up twice with customer service they said they could not help because I did not screenshot the error. Of course I did not screenshot any error because that amount was reflected on my account without me doing absolutely anything. Even worse they just told me that if I did not settle the balance they would not let me board the flight. This is just mind blowing and appalling.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteManila to Jakarta
Date FlownJuly 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

"would not recommend"

(South Africa)

Trip Verified | Dubai to Manila. There are a few issues I'd like to mention: 1. I arrived in Dubai at 00.20 on 15 July. My connecting flight, which was supposed to depart at 04.55, was delayed until 10.10 am (without explanation). The airline bought one free McDonald's meal for every customer, but in my opinion, that did not make up for a 5 hour delay. 2. When I made my booking, it was made clear that there would be no food available on the flight. However, once on the flight, I noticed that other passengers had been able to pre-book meals. It would have been nice if this option were available to me to - would have saved me from having to buy food at ridiculous prices in Dubai airport. 3. I understand that this is a budget airline, but the low cost is not worth the discomfort. The seats are tiny and do not recline. There is no inflight entertainment. This flight was almost 10 hours long and it was incredibly uncomfortable. The restrooms were dirty and smelled bad. 4. When we landed in Manila, the captain announced that because of the red thunder, there would be a slight delay in de-boarding. After about 20 minutes, he announced that the terminal we were supposed to use for de-boarding was occupied by another airline because of the disruption of the thunderstorm. He said we would wait for 10-15 minutes. This went on for two hours, with him periodically announcing that it would only be another 10-15 minutes. After the 6 hour delay and almost 10 hour flight, this pushed me past my breaking point. The pilot said it was beyond their control. I don't know if I believe that, but even if that were true, the airline/pilot could surely have come up with something better than repeating the same lie for two hours. I will never fly with this airline again, and would not recommend anyone else to do so.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteDubai to Manila
Date FlownJuly 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"prices aren’t worth the inconvenience"

(United Arab Emirates)

Trip Verified | Super late - due to mechanical issues, sat on tarmac for three hours before finally deplaning at 1:30 am and told that we need to wait until at least 3:30 am for our flight. Given crackers and water on the plane. My flight to Manila from Dubai was also late, causing me to miss my next flight. The cheap prices aren’t worth the inconvenience and waste of my time.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteManila to Dubai
Date FlownJuly 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
10/10

"staff were incredibly friendly and apologetic"

(United Kingdom)

Trip Verified | I just flew with Cebu Pacific who provided an absolutely amazing service, plane was delayed for 2 hours and provided a pot noodle, chocolate biscuits and bottled water. The staff were incredibly friendly and apologetic. these things happen, and the service was great
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RoutePuerto Princesa to Cebu City
Date FlownJuly 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
1/10

"worst ground service ever"

(Philippines)

Not Verified | The worst ground service ever. Paid for extra baggage of 20 kg apparently should be in 1 big luggage charged extra for having 2 small baggage, or package it as one, which is the same price (will pay again going back). She placed us in different seats as a family.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteManila to Caticlan
Date FlownJune 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"The single worst airline experience"

(Hong Kong)

Trip Verified | The single worst airline experience of my life. This airline is a joke. Absolute disgrace to abandon passengers in Manila airport with no food, water or information! Would definitely have not booked had I known this is how they treat passengers
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBangkok to Hong Kong via Manila
Date FlownMay 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