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 410 reviews
4/10
3 star Skytrax Rating
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6/10

"Overall I am satisfied"

(Australia)

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.
AircraftA330Neo
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMelbourne to Manila
Date FlownOctober 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"customer service is shockingly bad"

(Australia)

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.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMelbourne to Seoul via Manila
Date FlownJune 2023
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

"We will never fly this airline again"

(Philippines)

Trip Verified | This company has the worst customer service. I purchased a ticket for my fiancée and put the wrong birthday by accident. I tried to change the birthday info online but it was greyed out so I couldn't fix it, even though Cebu Pacific posted their policy which allows changes to the birthday up to 2 hours before flight. I tried to look for a customer service number and called several of them but all of them throughout the world are automated answering services. So I had no choice but to purchase a second ticket. My fiancée explained the situation to the ticket agent at the airport and the agent said no problem you can just go to the customer service office and get it fixed. The only problem, the customer service office was closed! And when I disputed the charge with my credit card company, Cebu Pacific managed to twist this whole thing around and state I have no rights to a refund due to their "No Cancellation Policy" We will never fly this airline again! Such a simple issue uncovered layer upon layer of the "screw the customer" scam that Cebu Air has carefully crafted to ensure that you get screwed and have zero consumer rights!
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteManila to Ho Chi Minh City
Date FlownAugust 2023
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 ever"

(United Arab Emirates)

Not Verified | Flight got cancelled, no refund but only voucher. Asked to use same amount for luggage allowance, not permitted. Had in total 8 flights within last 20 days with same luggages via different airlines and only cebu pacific asked for extra payment. Was ok to pay and during return flight I was told to pay for all my hand carries although we had exactly same amount of luggages with same kg that we had at the time of arrival. No one knows what the standard is and doing their own thing. Never again, worst airline ever.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBusuanga to Manila
Date FlownSeptember 2023
Ground Service 12345
Value For Money 12345
no
1/10

"Cebu keeps running me around"

(Japan)

Not Verified | I travelled to Bali, Indonesia from Fukuoka Japan and paid for my luggage the checked on. When i arrived the Bali, Indonesia I arrived without my paid check bags it was left in Fukuoka. It took Cebu 5 days to return my luggage to me during that time i had to buy clothes and hygiene items. To retrieve my luggage i had to commute from Gili Trawagan Island to the airport in Denpansar. I would like my refund for the check bags, compensation for the money I spent in Indonesia for Clothes and Hygiene Items, and a refund for my travel cost to travel to the airport to retrieve my luggage. In total its a reasonable price of $312USD. I have sent it all forms and receipts of everything purchase due to the loss of luggage. I have done this over 14 times with Cebu through the Facebook message as well as the email but each time I am told i will get and update in 48hrs but every 48 hours i and redoing the same thing and have the same conversation with a different representative. Cebu keeps running me around.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteFukuoka to Bali
Date FlownJune 2023
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

"ended up paying my surfboard 4 times"

(Greece)

Not Verified | I booked with Cebu Pacific a flight from Manila to Siargao. I paid extra for my surfboard equipment. In Manila they charged me again for my surfboard, saying that what i booked wasn’t for surfboard but for extra luggage when there is no other option in their website! Same happened to my way back from Siargao to Manila. I ended up paying my surfboard 4 times. No refund whatsoever. Never flight with this airline, they will rip you off.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteManila to Siargao
Date FlownAugust 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"Cebu Pacific lost my luggage"

(Canada)

Not Verified | Cebu Pacific lost my luggage after making me check it in on my return flight. Flights delayed, small aircraft, no communication, everyone's trying but no one clearly tells you what to expect. Did not bring my luggage on the aircraft and ended up having it shipped to my connecting flight in Thailand, 12 days after I had left the Country and had to purchase everything again. Today, it's been 7-months since I've come back. After 80 emails in this ongoing thread to dispute and get my compensation for the lost luggage, no response after 1.5 months. Very unreliable, I just hope someone would give me a status on my flight.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
Date FlownFebruary 2023
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

"Everything about this airline is bad"

(United Arab Emirates)

Not Verified | Everything about this airline is bad! They don't provide food for free and don't accept credit card to pay anything. The seat is very uncomfortable, and the service is bad. The transfer in Manila airport was in a mess. They did not deliver my baggage with me. They refused to deliver the baggage to my address (where I live is very far from the airport). I asked for compensation of my baggage, but they haven't replied to me though many days have passed.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteHong Kong to Dubai via Manila
Date FlownAugust 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
10/10

"definitely be flying them again"

(United States)

Trip Verified | We had great experience with Cebu Pacific. They have great customer service. We arrived at 7am for our 12:55pm flight from Cebu to Manila because we came from Badian, Cebu and wanted to make sure we missed traffic. The assistant at the desk offered to get my family of 5 on the 8:30am flight instead of waiting for 6 hours at the airport. We were so grateful to get to our final destination sooner. They gave water and snacks when boarding for efficiency since it was only a 1 hour flight. We will definitely be flying them again. Thank you Cebu Pacific!
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteCebu to Manila
Date FlownAugust 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"booked 4 flights all were cancelled"

(Philippines)

Trip Verified | Rude staff. Worst service I have booked 4 flights for July, all were cancelled. Now we have to fly via Manila. I travelled with my sister and we placed our hand carry together in one cabin size luggage that weights 10kgs and they did not allow that even though we dont even have extra personal bags (only 1 cabin luggage for the two of us that didn’t even exceed 14kg as we are allowed to have 7kg each). They still asked us to separate it and carry 5kg each. How stupid.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteZamboanga to Cebu via Manila
Date FlownJuly 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no