Cebu Pacific Complaints [Merged]

[April_Ryan]

I purchased, online, 3 tickets for Laoag from cebu pacific's website. Unfortunately, my friends and I couldn't make it for our flight due to our conflicting schedules. I ended up going to Cebu Pac's Robinson's Galleria ticket office to get a refund. This was last August 5, 2006.

I was informed by the staff there that my refund will be processed within 60 days. I was given 3 telephone numbers to call, for follow up.

It has been 109 days since I asked for my refund. To date, the refund has not been reflected in my credit card bill. Worse, I have been unable to get in touch with Cebu Pacific's accounting department. Why? Because 2 out of the 3 numbers I was given referred me to the third number, which was allegedly Cebu Pacific's accounting department where its "refund team" is. Unfortunately, this third number has to go through the main telephone operator of Cebu Pacific where you are merely referred to a local number. Which is always busy.

I know, because I've been trying for days to call them. Just so I'll know what's the cause of delay in my refund. This afternoon, for example, I was on hold for an hour and a half (thank godness for speakerphones). All that time, the local was always busy. Finally, the operator said that the local for the "refund team" was blocked. Meaning, the "refund team" was no longer accepting any calls, presumably from irate customers like me.

I proceeded to call telephone numbers 1 and 2 again, to ask if the "refund team" had a direct line, a fax number or even an email address. The persons who answered invariably said either 'no' or 'don't know'.

In desperation, I emailed Cebu Pacific's customer service about my predicament. Twice today. And once about 2 weeks ago. To date, no reply.

Incredible.

[CaRGirL]

ask for a supervisor!! hehe it works!!

[n2knee]

pag wala pa ring nangyari pagkatapos mong makausap ang supervisor, tawagan mo na credit card company mo at doon ka mag file ng dispute.

[wildthing]

Ganyan talaga ang refund sir. Kahit sa PAL...lumalagpas ng 45 days or 60 days na binabangit nila.

Sana pinaopen date mo na lang (kung bibiyahe ka pa rin naman ulit ng Laoag).

Puntahan mo na lang ulit ang ticketing office ang talk to the boss, how to get a better reply on your refund...and tell them the phone issues.

[edalbau]

ask for a supervisor!! hehe it works!!

hay nakupo! mas masungit pa ang supervisor nila kaysa sa customer service...
experienced ko na yan! kung magsasagot eh parang nananakot pa...
nakabubuwiset!

[j_avonni]

Talagang ganon yata. Pag papasok ang pera, mabilis. Pag palabas na, ang bagal. Just be patient, makukuha mo rin yan.

[5Speed]

slightly OT:

pero me mga cutie silang FA sa international flights nila!!

[seonadancing]

kahit naman sa domestic flights meron e hehe. Anyway, did anyone notice na wala na yun banner nila na On Time 99% of the Time? Madalas na silang delayed ngayon. Not good. and mahirap talaga tumawag sa kanila. kulang sa customer support.

[geo]

I would like to ask who amongst you here has experienced this ultra poor service from Cebu Pacific. Di ko pa nakukuha yung refund ko for 6 months already (and still counting) . Tapos ang hirap hirap ma contact ang customer (poor) service hotline nila. Minsan mura nga ang ticket pero mapapamura ka naman sa pag collect ng refunds.

As written on their ticket:

Refund procedures (CAB Resolution No. 170 (80)) – Refund shall be made within two (2) years after expiry date of ticket validity. (CAB Resolution No. 368 (80)) - Carrier shall not refund nor replace lost tickets.; (CAB Approval dated December 16, 2005) – Refund fee of P300.00 for domestic flights shall be collected for voluntary refunds. Refunds for credit card transactions are processed within 45 workings days.

Pag tayo nag rebook or nag refund or nag no-show laging may penalty. Pano kaya ngayon na sila ang nag exceed sa time frame ng refunds nila, i penalize din natin?

They are bragging that they are now the leading airlines :

"In a statement, Candice Iyog, Cebu Pacific vice-president for marketing, said the carrier flew 2.25 million passengers in the first six months compared with 1.98 million for PAL. " -Manila Times Internet Edition

I think they are focusing too much on grabbing market share from PAL but they are not investing in quality customer service especially in handling refunds and complaints (contact center).

Anyway, I found out today that I am not the only one experiencing this.

http://www.epinions.com/content_401782050436


Cebu Pacific Sucks!
Aug 27 '07



Pros
NONE

Cons
Poor Customer Service, Poor Information Distribution


Full Review
Flight ALWAYS delayed. And they will announce that the flight was delayed 10 minutes after boarding time.

I called the customer service to ask the status of the flight and they said that the plane already boarded when I can clearly see that it's no way near boarding.

I asked for a refund, they said that it would only take 60 days for the refunds but it's been 4 months and still haven't received my refund.

Phone lines always busy. Or they will say that they're working on it and ask me to call later. I haven't received any email responses as well.

Their cheap air fare, which is probably one of their "strong" points is becoming non existent. Other local airlines are offering lower rates. And I wouldn't mind paying a few hundreds just so that I wouldn't fly Cebu Pacific anymore

Recommended:
No

[wildthing]

Try mo rin sulatan si Gokongwei sa complaint mo....

O kaya i-try mo rin sa other media - tv (imbestigador or something like that) or PDI or Phil Star.

Merun din akong ganyan case before (4 years back), pero ang ginawa ko, ni-rebook ko na lang - added a few mulah pa to convert it to non-promo scheme.

Pag-promo scheme ganyan yata talaga...you should have read the FINE PRINTS it is all in there.

[boybi]

Nagparefund din ako dati and got the refund (creditted back to my credit card) in about 4 months.

[sequoia]

If you have a lawyer friend, make a demand letter. Corporate policy talaga yan or protocol nila. pag ginamitan mo na ng lawyer iisipin nila seryoso ka na.

[a4Tech]

I purchased, online, 3 tickets for Laoag from cebu pacific's website. Unfortunately, my friends and I couldn't make it for our flight due to our conflicting schedules. I ended up going to Cebu Pac's Robinson's Galleria ticket office to get a refund. This was last August 5, 2006.

I was informed by the staff there that my refund will be processed within 60 days. I was given 3 telephone numbers to call, for follow up.

It has been 109 days since I asked for my refund. To date, the refund has not been reflected in my credit card bill. Worse, I have been unable to get in touch with Cebu Pacific's accounting department. Why? Because 2 out of the 3 numbers I was given referred me to the third number, which was allegedly Cebu Pacific's accounting department where its "refund team" is. Unfortunately, this third number has to go through the main telephone operator of Cebu Pacific where you are merely referred to a local number. Which is always busy.

I know, because I've been trying for days to call them. Just so I'll know what's the cause of delay in my refund. This afternoon, for example, I was on hold for an hour and a half (thank godness for speakerphones). All that time, the local was always busy. Finally, the operator said that the local for the "refund team" was blocked. Meaning, the "refund team" was no longer accepting any calls, presumably from irate customers like me.

I proceeded to call telephone numbers 1 and 2 again, to ask if the "refund team" had a direct line, a fax number or even an email address. The persons who answered invariably said either 'no' or 'don't know'.

In desperation, I emailed Cebu Pacific's customer service about my predicament. Twice today. And once about 2 weeks ago. To date, no reply.

Incredible.

Madali lang ba ang naging transaction mo sa office na ito? First time ko nagpunta dyan to have tickets rebooked (take note pinakiusap lang sakin at tumakas lang ako sa office to do it) inabot ako ng 6-7 hours sa pila. Sobrang B-A-G-A-L ng service.

[shadow]

ganun talaga ang refund...matagal....kaya nga before purchasing tickets make sure na ayos na lahat ng scheds mo, unless meron talaga emergency,
hinde pa marerefund full amount...

[BlueBimmer]

ganyan naman talaga pag refund e, matagal talaga.

pero kung di naman problema ang sked mo at di ka matutuloy, ok ang cebupac, dami nakakatipid dito kesa naagrabyado.

[Galactus]

I think CAB and DTI should act on this. Kung nagbanggit sila ng maximum no. of days, dapat hindi sila umabot dun. Its our right as a consumer, para que pa ang ceiling kung hindi naman nila susundin.

Pag pinatawan ng DTI or CAB yan ng fine, I'm sure mag-aappeal ang Cebupac. Dapat hindi rin nila aksyunan ang appeal para matauhan.

T-Cash, hehehe

[Tigerbug]

Balik PAL na ako.

I had some very bad experiences with cebu pacific. Manila domestic airport – very crowded napakaliit kasi, walang nag-a-assist sa pila, CP staff are arrogant and unprofessional mga suplada pa, consistent delayed flight 1hr+ sa province namin.CP sales office staff mga sinungaling sabihin sa yo very limited na available seats pero actually ni wala pang kalahati ang booked.

I had also 3pax international flight wasted, re-booking mas mahal pa sa new ticket, no-refund.

I had only 2 international flights & 2 domestic flights with them nakatipid nga ako ng konti pero na highblood naman ako ng husto.Wala na din silang free drinks.Pero pasalamat na din ako kundi dahil sa CP hindi nagbaba ng presyo ang PAL.