Cebu Pacific (CEB) Review

Overall Rating

Cheap.

Very very poor customer service in my view, flights are not just delayed.. we never got to take off. Found some staff to be arrogant. We saved a little money by choosing them over other airlines, but we ended up paying more for wasted time, extra nights at a hotel, lost baggage, etc!

I'd be wary of booking with budget airlines like Cebu Pacific because I've found that in exchange for low cost fares is poor service - or in some cases, no service at all! Cebu Pacific put us through hell! My groom and I along with more than half of our 120 something guests for our Boracay wedding found out about our cancelled flights to and from Caticlan on the day of our scheduled flights. The airline blamed the cancelled flights on their aircraft supplier who did not deliver the new aircrafts on time. Cebu Pacific knew about the cancelled flights a month before but never had the decency of notifying any of their passengers. They moved some of our guests to Kalibo flights instead (a 2 hour drive away from the original Caticlan destination) but did not offer to shoulder for the land transfers up until we made several calls to their hotline demanding that they provide us the complimentary transfers. Other guests were forced to extend their stay in Boracay another night because of the flight shortage yet Cebu Pacific never offered to pay for even the most modest hotel accommodations. My cousin who was supposed to be the lector at the church ceremony lost her voice after exchanging heated words with a Cebu Pacific agent at the check-in counter of the airport. When my husband and I learned that our flight back to Manila was cancelled, we demanded the airline to find a way to get us seats in another one of their flights. They did just that. But imagine the horror when we learned that they bumped off confirmed passengers of the next flight to accommodate us - and those passengers turned out to be in our wedding party! One friend was bumped off from a flight because of overbooking and agreed to take the next flight. Upon learning that some seats were freed up from his original flight, he asked to be moved back - and guess what? He was being asked to pay PHP 3,000+ in rebooking fees. My father in law's flight got cancelled, so he booked a flight with Air Philippines instead then asked Cebu Pacific to give him a full refund. To his surprise, the customer service agent said he will be charged a refund fee of PHP 300 one way! Funny how they could charge a fee considering that they were the ones who cancelled the flight in the first place! To appease irate customers, they offer free travel vouchers supposedly tax free and had no restrictions but when we tried to use them, either they were charging us taxes almost the same price as a regular ticket or they said there are only a limited number of seats per flight allotted for those travel vouchers. And did I mention that it took us forever to connect to their customer service hotline? Very very very poor customer service in my opinion! If Cebu Pacific were the last airline in operations in the Philippines, I would rather take the boat!