Cebu Pacific

✅ Trip Verified |   I recently had an incredibly disappointing experience with Cebu Pacific on our flight from Manila to Davao (5J 951 MNL-DVO). My girlfriend and I paid for two checked-in luggages of 20kg each but only utilized one at the check-in counter. At the gate, we had one luggage and one backpack each for carry-on, adhering to the carry-on policy as we have done on numerous Cebu Pacific flights without any issues. However, at the final gate check, we were informed by gate guard Christine Laperag that my small luggage was oversized. Despite my explanation that this luggage had always been accepted on previous Cebu Pacific flights, we were forced to check it in and pay an additional $20. We stated that we had already paid for two checked-in luggages and only used one, yet our request to waive the additional fee was dismissed by the Duty Supervisor. This situation exemplifies a lack of flexibility and poor customer service, especially by the supervising staff who rigidly adhered to policy without considering the specific circumstances. A competent supervisor should understand when to make reasonable exceptions for the benefit of both the customer and the company. Instead, we faced unnecessary stress and financial burden over a minor discrepancy that could have been resolved with a bit of common sense. Additionally, we found the conditions on the flight unacceptable. The plane was excessively cold, leaving not just passengers, but also flight attendants shivering. The lack of complimentary blankets exacerbates the discomfort, reflecting poorly on Cebu Pacific’s commitment to passenger well-being. Effective service and a pleasant experience are critical in distinguishing an airline, especially when other aspects like plane comfort and amenities are subpar. Your staff, particularly those in supervisory roles, should be capable of independent thinking and making decisions that prioritize customer satisfaction while balancing company policy. As a result of this experience, we have decided not to fly with Cebu Pacific anymore. This decision extends to my brother, sister, mother, and all 12 of my mother’s siblings. Additionally, my girlfriend’s parents and extended family in Italy have also decided not to use Cebu Pacific. In total, your airline has potentially lost around 25 lifelong customers due to this incident. The inflexibility and lack of customer-centric service have significantly tarnished our perception of Cebu Pacific. We urge Cebu Pacific to address this matter promptly and ensure that their staff, especially those in supervisory positions, are trained to handle such situations with more flexibility and consideration for the customer’s experience.

Not Verified | My main beef with Cebu Pacific is their total lack of customer service. Anything you need has to be done on their web site, completely AI controlled customer service. No phone numbers, No emails, just a ridiculous chat bot and we all know how effective those are! Cebu cancelled my flight and gave me the option for refund or re booking. I chose refund and 2 months later I still haven't seen a refund. Of course no way to contact them!

Not Verified | 2 hrs connection in Manila? How were I supposed to be able to collect my luggage, get visa, go through security twice, check my luggage again an make it on time for the flight while being in one of the busiest and slowest airports? Cebu pacific should ban this flight connection. Also no one told me that I can't get my tennis racket in my carry on, so I ended up being returned from security, waiting again on a huge line to check my racket, tried to pay 55 USD to check it. I had NO money, no physical card and I had to run to exchange currency places, to try and gather money that I didn't have, so my only option left was to pay through the mobile app.

✅ Trip Verified | Cebu Pacific have a new policy of doing a 'security check' as you board the plane. Basically, Cebu Pacific staff will make you tip out your water bottle at the gate, under the guise of 'security'. (This is after the aviation security have done a proper search including x-rays, and you've refilled your bottle from the filtered water in the lounge). I asked if they will be replacing the water - they said "you can buy it on the plane". So they're delaying everyone, invading everyone's privacy, so they can make a few pesos selling bottled water on the plane. Absolutely disgusting behaviour. Avoid this airline.

Not Verified | The check-in line hasn't moved for 30 minutes now because they only opened one counter for Clark, whereas most of the counters for Manila are open. It's also disorganized. Our departure is at 1:15 pm, and it's already 12 pm, but we're still in line. Some Cebu Pacific personnel are just standing around, which is disappointing. They are so rude too. I wouldn't choose this airline again!

✅ Trip Verified |  I've had bad experiences with Cebu Pacific before, but none quite as bad as the latest. Our flight to Hong Kong (from Manila) was scheduled for 15.35 on Feb 17. We boarded on time, and (stupidly) I believed that everything would go as planned. After driving around the runway forever, the pilot announced there was a "technical difficulty" and we would be returning to the boarding gate. This resulted in a fun hour long delay during which nothing was explained. After an hour of waiting, the pilot announced we would be leaving shortly. We left Manila and I (once again, stupidly) believed that all was well. After 20 minutes of flying, the pilot announced that there were technical difficulties and that we would need to turn around and go back to Manila. Upon landing in Manila at 7pm, we were assured that a new plane was available and we could board it at 8pm. Well, we boarded at 8. It is now 9.30 and we still haven't left yet. I will not be flying with Cebu Pacific again. I strongly recommend that you don't either, unless you enjoy wasting your money and being messed around for several hours. As a fun little treat, the live agent on their website was useless and unhelpful. Did not even attempt to answer my questions in any way, shape or form. If you fly with them after reading this, good luck and godspeed.

✅ Trip Verified | I will keep this short and simple: if trash could fly it would be this airline. It is not worth the money. Please don’t waste your money on them. By far the worse airline I’ve travelled with. And I’ve travelled half the world.

✅ Trip Verified | On our outbound flights Sydney - Phillipines, my partner and I travelled with one bag each (as we had booked). When checking in for our return flights we were told our booking only had 1 bag in total, despite our booking email showing two bags. The check-in agent insisted we pay 5000PHP excess baggage charge to take our return flights. On return to Australia, we have tried over ten times to resolve this issue with Cebu Pacific. Each time we were lied to, told a refund was coming but it never came. Cebu Pacific is intentionally changing people's booking so they can levy further charges. It's particularly terrible that they are doing this when travellers are overseas in the Phillipines and so are more vulnerable (no internet, not sure of local laws and customs).

✅ Trip Verified | Horrible experience, I had 3 flights with Cebu Pacific while on vacation, but every flight was delayed by more than 3 hours, with no or very general excuse. It ruined our vacation, since we lost many hours due to delays, and also missed connecting flight with Air Asia, which caused havoc in our plans. Flight itself was okay, no issues, but the delays are so annoying.

✅ Trip Verified | Cebu Pacific is more realistically Cebu pathetic. Disinterested crew, hard uncomfortable seats, bus gates, dirty planes. Really it was a sad airline to have to fly with and I won't do it again.