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November 17th, 2008 
Jonas For anyone who is into e-commerce, whether through online auctions, social media (think Multiply sellers) or a full transactional website with an online payment gateway, one important aspect stands out – return customers.
Having worked as an E-commerce Manager for a couple of years, I would always stress to clients and to audience in my talks that e-commerce essentially works because of trust. A buyer sends you their payment online trusting you will deliver the product or service you’re offering. The first transaction is always the hardest because there is no relationship yet, but after that hurdle, once you deliver as promised, trust is established, a relationship is built, and you have yourself a customer who will most likely return and will share to their network of friends, family & colleagues the positive experience they have in your online store.
That’s why I was so dismayed and irked by what happened to me when I recently bought an online ticket at Cebu Pacific. My letter of complaint below fully explains the details:
Dear Cebu Pacific:
This letter is to complain about service I recently received from your company with regards to errors in your online ticketing service and delays in refunding.
I bought an online ticket for my wife last October 5 for an October 11 return flight to Manila from Singapore for S$386.00 and received confirmation through email. The confirmation number for the flight was ZE3K5E. However, the following day I received another email which informed me that my online booking was invalidated because they cannot authenticate my credit card. I found this odd because this isn’t the first time I booked a flight for my wife online and I already got a confirmation.
I called your customer care to inquire about the issue and was informed that you were experiencing some problems with your online ticketing service that time and had no way of authenticating foreign-issued credit cards (mine was issued by DBS, Singapore). I was informed that my only option was to buy from one of your sales offices here in Singapore. I clearly asked the customer care agent if what I bought was already charged to my credit card and was assured that it wasn’t. Hence, I decided to just purchase my wife’s ticket offline from one of your sales agents, particularly Pen Travel and Tours Singapore.
To my surprise and dismay, a month later I receive my credit card bill and still I get charged the S$386.00 for that particular online ticket with confirmation number ZE3K5E, the one that was supposedly invalidated because your online system could not authenticate it. I have called your customer care hotline three times already since getting my CC bill and every time, I get the same explanation from your representatives – they have informed your accounting department already but have no way to verify when I will be refunded.
Coming from the e-commerce industry myself, I fully understand issues in authenticating and verifying information (even though surprisingly I’m a repeat customer!) but what I don’t understand is why there will be a delay in the refund when the supposed transaction took place more than a month ago and technically I never even purchased the said ticket because I was made to believe that it cannot be authenticated.
I expected a much higher level of service from your company, and I am very, very much disappointed. The way I see it, having to go through this ordeal, is that you don’t trust me as a customer and you don’t want to do business with me. I hope I won’t have to spend any more time on this problem, I look forward to your response to my email and I expect my full refund. My friends, family and colleagues will certainly hear about this experience.
Sincerely,
Jonas de los Reyes
Just when will you ever get it Cebu Pacific?!
Update: This letter of complaint to Cebu Pacific was sent via email last week. I got a reply from a Ms. Daphne G. Ty (daphne.ty@cebupacificair.com) from Guest Services who expressed an apology in behalf of the airline and said they are coordinating with their Treasury department to ensure the amount was refunded to me in the soonest time possible. Today, I received an email from her again and to my delight and gratitude, I was informed that I have been fully refunded. I am happy and thankful that this has been finally resolved relatively sooner than I expected but the message still remains, Cebu Pacific needs to step up the way they handle customer information (know your repeat customes and make it easy for them to buy again, this is after all one of the advantages of e-commerce) and customer service (good customer care sense would actually mean giving the customer a token of apology for the inconvenienced they have caused) if they want to successfully make e-commerce work for them.
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my fellow Pinoy officemates had more horrible experience with cebu pacific. nagoverbook sila tapos pag dating mo sa flight mo nde ka makasakay. meron ding experience sila na peke daw yung eticket. raket ata ng cebu pacific yan.
Hi, Jonas. Just curious, did you send that letter to them or did you just post it here on your blog?
Matagal na nilang SAKIT yan.
sana naman wag mangyari sakin.. kasi magwawala talaga ako online (pano yun?).
very poor customer service. Better start calling your card company and ask for a chargeback.
I’m experiencing the same problems with Cebu Pacific. As for me, I cancelled a flight and requested for a refund last May 7, 2008 (refund request SCRM2U). I’ve called their customer care hotline at least once a week since September, asking for an update on my refund request. Until today, I have yet to see the refund reflect on my credit card.
ay grabe ito…
you deserve a better customer service from them.
and you have all the right to complain.
Been hearing the not-so-good service from CebuPac.
Better confirm and re-confirm our online booking for our early January flight to Cebu. We booked and paid online using our credit card early this month.
I pray that nothing like this would happen to us. Too much hassle and will be bringing our baby pa.
maybe all those who’d been shortchanged by cebpac can start a petition or something… throw in the regulatory guys and see if they don’t clean up their act.
@makoy – I’m so sorry to hear that. Talagang lesson learned itong experience, better check twice when booking and before flying sa Cebu Pacific.
@Cedric Solidon – Hi Cedric, yup I actually emailed it to them. And to make sure they notice it, I searched the web for people who are connected with Cebu Pacific and DTI and CCed them. And it worked because I got a response after that, will share the update in the post after this.:)
@MiGs – Hi Migs, I’ve read so many bad reviews online that it’s really scary. I hope this doesn’t happen to you so better doublecheck when buying from them.
@Ria – Same experience like mine Ria! My suggestion, email them a similar complaint letter and CC Ms. Daphne G. Ty (daphne.ty@cebupacificair.com) and DTI’s consumer welfare email, I received a response from her (more about it in the update to my post).
@eric – All customers deserve better customer service Eric, I just had to do some extra research to ensure my email won’t fall on deaf ears.
@Ivan Girl – Hi Ivan Girl, it will be really wise to check and double check to make sure you won’t have any hassles on your trip. Hope this won’t happen to you and your family.
@kakuei – I really hope it won’t end up to that, I just want Cebu Pacific to take care of its customers (since they are more often than not return customers) and make it easy for them to avail of their service. After all, a happy customer always mean bigger and better business for them.
Yey!
Nabalik na!
effective talaga ang blogging hehehe..
Hi Jonas.
I was hoping you could help me..
I encountered the exact same problem from cebu pac. I called the customer service number Cebu pac included in the same mail they informed me of their authentication failure. This number however is in purchasing and not at all customer service so as expected the 40 minute overseas call (30 minutes waiting for operator 10 mins actual conversation) got me nowehere but a statement from the purchasing agent that my ticket will be refunded in 2 months time.
As you might have expected, it’s been more than 2 months already and i get no other response than to wait for the refund to materialize.
If its not too much to ask.. can you send me a copy of the people and contacts you included in the CC of your mail to warrant the proper attention you received in the end?
Really appreciate it if you could email it to me or post it here in your blog. Also, how long did it take for Cebu Pac to actually send you the refund?
Thanks!
PS..
I’m getting really pissed with all this and the fact that cebu pac can get away with all this crap unchecked. I’m actually considering filing a legal case already. I have yet to research though.
Hi Jonas.
I was hoping you could help me..
I encountered the exact same problem from cebu pac. I called the
customer service number Cebu pac included in the same mail they
informed me of their authentication failure. This number however is in
purchasing and not at all customer service so as expected the 40
minute overseas call (30 minutes waiting for operator 10 mins actual
conversation) got me nowehere but a statement from the purchasing
agent that my ticket will be refunded in 2 months time.
As you might have expected, it’s been more than 2 months already and i
get no other response than to wait for the refund to materialize.
If its not too much to ask.. can you send me a copy of the people and
contacts you included in the CC of your mail to warrant the proper
attention you received in the end?
Really appreciate it if you could email it to me or post it here in
your blog. Also, how long did it take for Cebu Pac to actually send
you the refund?
Thanks!
PS..
I’m getting really pissed with all this and the fact that cebu pac can
get away with all this crap unchecked. I’m actually considering filing
a legal case already. I have yet to research though.
sorry for the double post. I overlooked that it was submitted successfully the first time.
Same thing happened to me. Took them more than 2 months to refund it. I never even got a decent reply to any of my previous queries.
I still don’t get how the credit card gets charged then suddenly it’s not authenticated though. It seems to be a fairly regular occurrence with their system.
There were at least 10 of us on my flight that had the same issue, getting a confirmation then you’ll only discover at the airport that you have to pay with other means just to get on that flight.
Woah! I encountered the same incident. Mabilis naman silang magrefund lalo na pag medyo tinakot mo sila na ikakalat mo kapalpakan nila. Kund di nga lang talaga abot kaya prices ng Cebu Pacific. Will be going to Boracay with my Barkada next week.
http://www.24ever.com.ph/
I buy ticket singapore to davao last december from kabayan house travel at lucky plaza,singapore and was booked for Jan 24,2008 flight but i missed the flight.I was told at the airport that i still can rebooked or use it within a year. Last October I was in singapore and i want to rebooked my ticket but the kabayan travel agency lady told me they cant locate my locator no. coz they changed system!!!Fine they change system maybe to be updated.but its there look out to keep a file on all issued ticket? I called up cebu pacific call center fr. singapore to manila but still cant find my locator no. I was asked to call or go to any cebu pacific ticket office in philippines –yes i asked my sister in davao to go to cebu pacific victoria plaza outlet for this problem…….i fax to them a copy of my on line ticket but still they cant locate the said locator no? What is this? They are issuing a FAKE Ticket? Im sure kabayan travel got my locator no. from cebu pacific ticket office…..my locator no is MS8X3, booking no ITDO1647836CEB, flight no 5J548 Singapore to cebu Jan 24,2008 economy and cebu to davao Jan 24,2008 flight no 51593……Its so frustrating experiencing this kind of problem and dont hear any new or update from cebu pacific? Can the company look on this matter? IM not the only person complaining but a LOT?
Hi Neil,
Thanks for dropping by my blog. My apologies for the late reply, been offline for awhile. Regarding my experience, what I did was to email customerservice@cebupacificair.com and feedback@cebupacificair.com but also CC in my emails some people I found through research that are connected to the company, namely caihr@jgsummit.com.ph and rg.orense@cebupacificair.com. Then, I searched for people connected to DTI’s Consumer Welfare and CCed them as well, their email is CWD-BTRCP@dti.gov.ph. After my email, a person from CebuPacific named Daphne Ty (her email is daphne.ty@cebupacificair.com) responded to me, so better to address the email to her. Oh, and I got a response from DTI recognizing the complaint I filed, so I believe that helped speed up the process. I hope this helps and that you are given back what is due you the soonest time possible.
Hi Scrufus,
It’s a good thing you got it back, even though it took 2 months. I heard from others it was way longer, like 6 months or more. Regarding the authentication issue, my guess is CebuPacific experienced an alarming number of fraudulent transactions recently which made them suddenly overly cautious. Online merchants can still cancel an authenticated transaction, however they only have 24 hours after the transaction is made to do so. The problem lies in the fact that an online transaction can be authenticated (meaning all the right info was provided, like card number, CVV, birthday, etc.) and still be fraudulent because the information was retrieved maliciously offline.
Like I said, I fully understand the need to be careful, especially if your site is experiencing fraudulent transactions. However, I am sure there is a better way to handle it and not at the expense of 98% of your customers.
Hi Gary,
I agree, if not for the prices, it will be easy to switch to another airline. Kaya nakaka-lungkot din, CebuPacific has this advantage already. Imagine if they make the online purchase of their tickets more customer-friendly, sales will surely prove it’s worth the investment.
Hi Salma,
I’m so sorry to hear that. I find it hard to believe that they cannot locate your locator number. If they lost it, then that’s simply gross negligence. My suggestion is to file a complaint and explain in detail what happened to you. Check out my reply to Neil above so you’ll know who to email specifically. I hope this gets resolved right away.
You’re a great help!
Thanks so much and I hope I get my refund soon. I will post an update on this site as well when I get results.
Really appreciate it.
Thanks and keep up the good work with your site.
-neil
Hi Jonas,
I had the same experienced with Cebupac last sept 28, 2008. That’s why I never took cebupac flights from then onwards. Iwas hassle na lang dahil sobrang pahirapan talaga mag-ask ng refund. Poor customer service. Madami namang choices pah. =D
We had the same experience with CP. We booked flights from Bangkok-Manila-Legazpi vv 1st week of Jan. using our Credit card. Thought all went well until an email came stating our CC could not be authenticated. Verified with our Bank and have been informed that CP has debited the total amount for the flights already. I know that it will be hard and costly to follow up with CP from where we are (OZ), I contacted my brother to follow up the refund for me. Thankfully, when we inquired with our visa company, we were informed that CP has given back the money. But hell!!! My bro had to do battle with them which helped expedited the refund. All this happened in less than 2 weeks.
cla rin may istoryang ganyan
Dear Cebu Pacific,
This is a letter of complain about the service my friend got from your company.
My friend bought a one way ticket (manila- Iloilo) for her sister Nenita Ela scheduled on January 21,2009,flight 5j-457 at 15:50. It was purchased last Jan.14, 2009 at Sm megamall. Issued by Maricon Briagas.
She requested a wheelchair for the passenger since the passenger just had a brain radiosurgery. She explained the details regarding her request to avoid any problems at the time of her flight. She was given by the issuing company a form to be filled up and approved by the doctor. all those were complied.
Today is the 21st and we went straight to the airport hours before the flight. When at the check in counter the passenger was assisted to a wheelchair and her request form(approved by her doctor) and ticket was scrutinized by some beautiful ladies somewhere at the back of the counter.We were asked…when did she have the surgery.WE told them… a couple of weeks ago(Jan.7).
We waited for a few minutes and we were informed that she cannot board the plane for it was the POLICY of their company not to accept passengers who had the same case as her unless the surgery was a month old already.They gave us the ticket.We tried to explain that the passenger has the doctors approval to travel back to iloilo and that also nobody would take care of her anymore.And besides it was not our fault,for all of this. The passenger tried to write a waiver… letting her board the plane at her own risk…The staff later told us to bring the passenger to the old domestic airport to see their company’s doctor.
When we insisted for assistance how to get to your company’s doctor, wow! we just wanted to make sure we are not being passed from one tao to another. One of the staff told us to just accept the ticket have it rebooked since we sound like sirang plaka na daw, for we were asking them what should be done to this? Nobody apologized, they even seemed to be madder than the beleagured passenger.Is this how your people handle this kind of pressure?
The purchaser informed the issuing office regarding the situation of the passenger expecting not to encounter any problems at the airport and also complied to all the requirements asked.
Right away we wnet back to megamall to have the ticket refunded. another sample of incompetence.
We were at the airport earlier the staff of your company informed us that the passenger cannot board the plane and it has to be rescheduled some other time…disappointed at the service and to the people… when we wanted the ticket to be refunded we were told the passenger was “no show” at the airport…the passenger was at the check in counter earlier…
My friend got only 400 for the refund.for this people they don’t care much for the money, the issuing clerk told her that the no show fee would be taken from her account if..She felt sorry for the clekr and she just got the 440.72php for the refund …Don’t you think the fault this time was from your people at the airport?The pax was already at the check in counter, and yet she was a no show…How could that be if they haven’t touch anything regarding the pax’s status at your computers.Gulay!
I always travel with Cebu pacific though disappointed at times i don’t mind it at all, but this kind of carelessness to inform your passengers as to what you always call SOP should be corrected. The passenger prepared for the flight, dismissed her caretaker and sheduled someone to pick her up at the airport and all was just a mess..Hope you can do something to avoid mixing up and messing up others schedule and maybe lives.
May this reaches the concern and proper actions should be done.
hi
i read about your problem and the funny thing is that it is happening to me right now. We bought a ticket jast July 28 for a flight in November. Since the ticket was cancelled, we requested for a refund. I was told by the customer service agent last year that it will be reflected in the bill in two or 3 months. Well guess what? We have not seen the refund yet. I have to say, customer service wise, they suck. When we had a similar problem with Philippine Airlines, we got the refund back within 2 to 3 months.
Anyway, here I am still waiting for the refund. I emailed the person who emailed you and a few other addresses like the Department of Trade and Industry. I even tried to call their accounting department 5 times and no one answered the phone. I was put on hold and then the line went busy. How can they say they have customer service?
DO NOT BOOK AT CEBU PACIFIC AIR ON-LINE USING YOUR US or INTERNATIONAL CREDIT CARD
I had the same horrible experience with Cebu Pacific Air on-line booking problem.
I booked a round trip ticket online using my US Mastercard. My credit card was charged. I managed to fly from Shangahi to Davao but my return ticket was cancelled by Cebu pacific Air becuase they flagged my booking as suspicious. I went to their office in Davao City at Victoria Plaza but found out that I had to call their customer service in Manila. Local offices cannot resolved this issue since the international booking or online booking office is based in Manila. I even tried to show them the credit card used in the transaction, my passport and my driver license but it was to no avail since they were not in the position to help me. I called the Manila office and was on hold for 30 minutes. I asked to the customer service rep to call me back but mentioned that Cebu Pacific air does not call back customer so I patiently waited while my cell phone load was charged. After almost 40 minutes, the represantive said that I have to call them back since they cannot resolved the issue. I wasted almost P1,000 worth of load. I also called them when i returned to Hawaii, my permanent residence. They promised to respond to my concern via email but never received anything.
They milked me of half of what I was charged (around $200) not to mentioned that I had to pay more for a one way ticket back to Shanghai(sadly I had to book Cebu Pacific Air again, this time I paid cash in Pesos and PAL was too expensive) and all the long distance charges plus the emotional frustration that can never be paid.
Someone has to do something about this. This a pure violation of consumer rights. I sent complain to DTI Philippines but no respsonse so far.
SO travelers, BEWARE.. I hope you will not experience my frustration.
In fairness, I like the service while im on air in Cebu pacific. Although their small old plane really scares me, but I have no option since my budget is very limited. Now I fly PAL. So far, everything is conventient and expensive.
Darwin Arellano
You’re lucky you got your refund so quickly. I would like to say AMAZINGLY quickly. I’ve had 3 experiences attempting to pry a refund from Cebu Pacific and all 3 times have been horrendous. The first 2 took about 8 months, countless follow ups to their non-existent accounting department (which does not have a phone, believe it or not), and email complaints before they decide to return my money. I would like to stress that the refunds were due to flights that Cebu Pacific decided on their own to cancel. Now, here I am again, going on 9 months this time and still no refund. I really believe it is their SOP to only refund to customers once they have received a minimum number of complaints or blog postings. Guess it helps with their cash management and treasury. At this point, the only question remaining is “Why the heck do I still fly Cebu Pacific?” Could you share with me the email address you sent your complaint to? Thanks a bunch.
Please ignore my request for the email addresses. Just finished back-reading and found the addresses. Thanks for your help and wish me luck.
This is an excellent complaint letter. I will use your format to complain about other matters. I love the way you “threaten” the company.
I had a very frustrating experience today so I hope those email addies work as well for me. I have been trying to buy a HK-Manila ticket for my husband. Online rate is around 3,800. It keeps declining my cards… 3 cards I tried already when all cards have way over 50k in available credit. I called the reservations and asked them to just manually process my credit card and gave them the locator — they said they cant do this on the online transaction but they can book me over the phone — but the price of the ticket is 5,100… which is almost 2k pesos more! how come? they say availability, I said, i am in front of my computer and the 3,800 rate is still available. That’s my only option… to book over the phone and pay 1500 pesos more…or try again online using another card yet again… so i tried using my last credit, a Gold one at that… the online transaction kept cancelling after i click on process payment. I called the bank, they said they see the approved transactions. Two already actually from cebu pac. So I called cebu pac, they said, in their system — those transactions did not push thru — although they see the booking attempts… 3 of them already!… they again said, i can book over the phone for 5,100…i told them, the bank says i have a lot of credit limit and the two transactions from cebu pacific have infact been approved in their system… yet they dont want to issue me a ticket confirmation because they say that in their system, it did not push thru… I think its a scam! They lure you to book thru low online rates — I used 4 credit cards already and all were not accepted!… and then you call to complain, and they offer you a more expensive ticket. I asked the reservations officer to escalate me to her manager — and she kept refusing. I was so furious beyond belief. I am so disappointed with Cebu Pac… I have been an online booker for the past 4 years… booking flights for sometimes as many as 30 people in my credit card because we travel in groups… and during sales, we travel multiple times in a year… and its only lately that i noticed that they are starting to restrict online booking transactions — and before, the phone rate and the online rate was not so far apart… is this one of their tactics to make money???
can you send me the contact person in DTI and ceb pac where you sent you complaint? i am really pissed off. until now they haven’t responded. we were delayed last July 3 for four hours and was re-routed to Kalibo instead of Caticlan. we were not informed ahead of time. we arrived in Boracay 10:00 in the evening.
Hi there,
Myself had experienced the same problem with Cebu Pacific. It was during the first week of July 09 when I tried to book and purchase an online return ticket from Manila-Dumaguete and I got a 3 times credit card anauthentication response, I ended up contacting their customer’s service agent and they had booked manually for me crediting to the same credit card. I have not checked my current credit card statement and looking/reading at your compalin letter made me anxious that those unsucessful payment that I made must have charged to my credit card.
Why is it very difficult to our booking online now with Cebu Pacific? they should cancel that service if it isnt workinhg for everyone,in fact the online booking they have just caused hassles and inconveniences to everyone.
Sincerely,
Jermina
Dubai, UAE
Hi there, i’ve been searching on line as to where and who i can express my fraustration regarding the service i received from cebu pacific, today is the xmas eve and i’l be spending a very lonely xmas alone here in cebu, i will definitely miss my nochebuena with my family and with my sister who recently arrived from baharain.
I’ll be attaching my email adressed to their chairman (cebupac) i really think he will not reply, good thing i was able to bump into your email and will get all the email addressess here then send an email to their company.
Hi MrXXXXXXXX
I personally think it’s inappropriate for me to send you an email, unfortunately none from your ccompany were able to assist me. I just hope this email reaches you.
I would like to think that I’m a valued customer of cebu paficific for the longest time. I used to live in Manila but I’m now assigned here in cebu for good. Every time I visit my parents I use your airline for transportation so far I received the best service from your company. Since xmas is fast approaching, last weel I decided to book my flight using your online website. I recived an initial email that it was on hold then later on it’s cancelled based on the email. Now I decided to go directly to your ticketing office in robplace cebu, I used my card but it wasw declined, I called up my bank and I found out that it was overlimit because your airline charged me 3 times the amount of the ticket price( 13thou). I went to a frnd who works in that branch and printed me a copy of a doc that shows all my attempt wasn’t charged, but you are holding on to that money. I’ve talked to more than 20 agents from your company and even some supervisor but they are all giving me diff timeframes and information. I need to leave today for manila because I need to be with them this xmas, this will be the worst xmas I’ll ever have I this matter cant be fixed, as of this writing I’m talking to your supervisor ( XXXXXXX) we will have another 3 way conversion with hsbc.
A few minutes ago I tried calling and I was able to talk to someone, a girl- when I requested for a supervisor she placed me on hold then hung up on me- is this the kind of customer service you train you people? This is unbelievable. I hope you can help me out, I’m begging for your help sir.
If this will not be resolved I will, I will let each and every person I know how bad your service and how you ruined my Xmas. I’ve been working for more than 5 years in customer care but and we don’t treat our customrs this way. I’m hoping you all provide feedback to those agents who treated me like hell.
I will not stop untill I get a resolution on this issue, I think that you are the person in authority to resolve my case. I’m beggging for your help
Your Valued Customer
Dhong Cueto
My old email sent last week:
Hi, i booked a flight online last monday, i used your online access and used my HSBC credit card. When i confirmed my flight details i recieved a confirmation from Cebu pac email that it was cancelled. When i called my bank it was under a floating charge thre times the amount. I need to go home to my province.
Please credit back my money on my card or i’ll escalate this complaint to my lawyer. I’ve been given too many inaacurate information by your operator. I work in the same business and releasing auth should be easy and real time.
I’ve been a valued and customer of your airlines for the longest time. I need you to investigate and help me out on this. according to my bank i will still be assessed of an overlimit fee plus other charges. According to my bank you need to send to send a credit memo in order for the funds to be released. Please do not delay this i’ve been trying to resolve this for 1 week.
For your urgent response.
Reference number of the series of complaints I submitted:
NO RESPONSE UP TO NOW!!!
Thank you for your feedback. Your Reference Number for this transaction is GSAS0000604780-09. This will automatically be sent to our system. Please allow us at least seven (7) days to investigate your concern. Rest assured that our representative will get back to you.
Thank you for your feedback. Your Reference Number for this transaction is GSAS0000604782-09. This will automatically be sent to our system. Please allow us at least seven (7) days to investigate your concern. Rest assured that our representative will get back to you.
Thank you for your feedback. Your Reference Number for this transaction is GSAS0000605068-09. This will automatically be sent to our system. Please allow us at least seven (7) days to investigate your concern. Rest assured that our representative will get back to you.
Edmundo “Dhong” Cueto Jr.
As of this writing, none from DTI nor cebu pac replied to my concern. Up to now i still have 13k floating charge assessed by cebupac on my credit card.
Can anyone help me if i’m not getting help from anyone?
FYI – i emailed all the contacts i saw on your blog and even included DTI, still no response. This has been on going since Dec 11- believe it or not!
Dhong
Hi!im currently experiencing a problem with cebu pacific.they charged to my credit card a booking that i made online, that was stated cancelled after all attempts. I didnt receive any email from them that my booking was confirmed nor receive any etickets. Things got worse bcoz the passenger was able to get on board using the reservation that was charged to my card.as to the source of the ticket is still unknown because the ticketing office is denying the claim of the passenger that he got it from them. Their defense now is that the booking i made was confirmed.but the weird thing about theconfirmed booking, the data stated is inconsistent with the data i inputted.they cannot explain why the data are not the same. As ofnow my case is pending. The company is not doing anything to solve the case.
goodam mam/sir..tanong ko lng po..flight ko po kgabie papuntang singapore tapos po d po ako natuloy kasi po off load po ako..ngayon,gusto ko pong pa-refund yong ticket ko na papuntang singapore..sayang po kasi eh..eh d ko naman po nagamit..san po pwedeng ma-refund ito..pls lng po kaylangan ko pong malaman ang sagot kong san ko po pwdeng makuha…by the way,this is mariefe yamaro..flight ko po kagabi is flight 5J 807..
Hi Mariefe, I think the best way to do this is to contact CebuPacific via their customer care. You can call their numbers or email them (you’ll see the info in their website). Although I’m not sure if you can get a refund since you were a no-show for your flight. Why did you missed your flight? What do you mean by “off load” ka? It’s clear din kasi sa terms and conditions nila that if you’re a “no-show”, it’ s not their fault which means they’re not obligated to refund you the ticket that you failed to use.
Hi! What e-mail address did you send the letter of complaint to? We had a bad experience last Monday with cancelled flight, etc. We want to get our complaint to the topmost management.
Thanks!
sir ano email address ng contact sa cebu pacific for complaints?
I would just like to make a complain about this incident happened last February 19,2012 on MLA-KALIBO FLT. 5J 339.This agent who is with us in the coach while transferring us going to the aircraft to Kalibo hold my husband for he saw his one eye red thought that it is a sore eyes. My husband is a police which is doing midnight shift that time he came from duty so from Pasig to Terminal 3 he decided to take a nap as a result his eye turned red. My husband told it to him the agent boastfully replied “kahit presidente ka pa! buti sana kung kayo lang laman ng eroplano”, sabay kumpas at hataw niya sa palad niya at gigil na gigil, my sister-in-law and I also speak to him and almost beg him to allow my husband for this is a family outing that we are all going to but he did not allow him to take the flight. Given that my husband “if” had a sore eyes that time he should take him to the clinic and confirmed it first rather that deciding to offload him right then and there. And to the agent as far as i know he should talk to us and explain to us politely and discreetly in a professional way the problem but he humiliated my husband in front of other passengers and saying those unnecessary words which are so rude! he should know what is the meaning of customer service for he doesn’t have it .We wasn’t able to get the name of the agent but I know that in the daily flight report you do have all the list of the agents name on duty that time on certain flights with their specific posts or assignments! I don’t want other passengers experience this rudeness. One agent can ruined the company’s name because of service failure. I don’t have anything against the company all I want is to have a feedback about this complain and ma refund ang binayad sa ticket. I am also hoping for your cooperation for this matter. Thank u very much.
Mrs. Minerva Torres
i just booked my return flight march 18 2012 and then i double checked it to make it sure!, then when i got the itenarary reciept the date changed to march 19. then less5 min. i called thier hotline and they want to charged me of changing date/booking fee about 2,400 pesos that it wasnt my fault, thier system online WEBISTE sucks. CEBU FUCKCIFIC EVERYONE LIES!