Cebupacificair Reviews 496

I had a flight Puerto Princess to Manila booked by an agency for a group of ten people. 2 days before, our reservation was cancelled and postponed to a flight the day after. Surprisingly, the same day, several flights were operated on the same destination, which were not proposed to us. Very inconvenient since the delay imposed unilaterally would have made us miss our international connection. We had to cancel the reservation and find another company...
Among this, no way to contact anybody by email; the chat starts with a robot which makes the exchange extremely difficult, asking for tricky details without any concern with the request. In addition, and quite scandaleous to my opinion: no way to change the contact adress (which I registered myself) linked to the reservation reference. My advice ; company to avoid.

Worst Airline you can fly with. My mom and I are often using this Airline, but are Treaty Like dirt, when it comes of asking to have a refund because my father was dying and if he could get or when my flight was once canceld die to Weather or because of this current Iran conflict where we are not able to get to the Philippines. Can’t bleibe how greedy this Management is. And These are among so many other things. We will Never fly again, it’s enough now, I Esther invest and pay more for different airlines

We visited Bohol and we couldn't reach our flight in cebu because of a taifun the transfer from tagbilaran to cebu was closed. Then we went to the airport in panglao and cebu booked us a flight directly from panglao to manila without extra costs.

Always late. Will take bus over plane any time

Always delays and takea an hour plus today to get luggage

Wrong flight cancelled by customer care. that end up costing me lots of money because i had to rebook a same day flight. I will never fly with this airline again

Couldn't check me in to my flight at the gate then accused me of being a no show and refusing to refund my ticket

Worst Airline Ever!
Just to get name correction on my booking, they are taking more than a week. Case reference - 12071001. I requested their support to fix name in booking. Since more than a week, all I got it wait and wait. No solution, even their CEO does not reply to email requests. TERRIBLE EXPERIENCE.

If I could give this airline a 0 or negative rating, I would!

Our first flight was cancelled due to weather (after we'd flown all the way to the destination, tried to land twice during a cyclone which was absolutely petrifying and had to turn around and fly all the way back to the airport we took off at), then the next day our second attempt had to turn around for an emergency landing after 5 minutes in the air because the landing gear was stuck down...again - petrifying!!

We were offered no food vouchers, transport or accommodation for any of this.

We were told that we would be refunded, as the second flight cancellation was due to mechanical fault. The refund I received was about 1/4 of the original price I paid. I disputed the refund and they have said that their records show we boarded the flight and that any add-ons (baggage etc) is non-refundable!!

I cannot stress enough how poor their customer service is. If there is another airline flying to where you need to go, pay the bit extra and book that!

If I could give this airline zero stars I would. Delays, misinformation, poor communication, staff who couldn’t care less.

Terrible customer service, poor English skills. STAY AWAY from this airline!

I booked with Cebu Pacific last Dec 17, 2025 for flight from Mla to Leg. Dec 23,2020 5:30 pm( even had to pay extra 800+ for the other luggage because it says I only add 1 luggage so funny) and guess what it didn't land due to bad weather orso , so we flew back to Mla. of course lots of passengers are angry and yes they offered rebooking on Dec 25,2025 but being one of disappointed passenger and want to be with family I ask for refund one of the staff assisted me( I asked because this is the first time it happened so I don't want to messed up) and clicked refund process, and guess what when I checked after a week or 2 because the refund like they say it would take about 15 working days so then and voila surprise "NO REFUND ON PROCESS FUND" so I tried to contact customer service they just keep me going round and round and round and then I saw the rebooking saying " NO SHOW" how on earth I can show up when they very evening of Dec.23,2020 I booked with PAL to Legazpi and I had my flight the Dec 24,2025 in the afternoon( I have my ticket and booking to proved), so again I reached out 3x Cebu pacific for customer service same thing goes I send my etinirary/booking and it is not enough, so up to this time my money is not even refunded. I WILL NEVER BOOK AGAIN WITH CEBU PACIFIC, THE SCAMMERS!

Terrible! I have provided all documents, Med Cert, Prescription, Payment from the Consultation, and the PRC number already, and they told me that they cannot refund unless I provide a photo or the PRC ID. Isn't the ID number sufficient? Anyone can verify if the PRC is valid online. What the hell! Scumbags just keep your money and never refund it, I should've booked somewhere else. This airline sucks, they only care about money. I have reached out multiple times and they never fail to disappoint you.

Never again with cebu pacific! Poor online app. The airline will hostage you with their online app system. I just wanted to change or split my booking for two passenger to separate our bookings in order for me to rebook the other one but the online app has no options and now moving to the customer service it is like some sort of intentional for them to turn the compliant down if you mention (split booking or split the passenger) in order for you to pay give up and just go on an pay so much money. It is so unfair! Never again!!!

I flew few times with CebuPac, it was on sale, price was affordable although I had a problem with the baggage that's why I gave 2 stars.

I made a booking change and the booking date did not change but it charged me a booking fee. I made a complaint but they said it was my fault not the system. I did it again and it also the dates did not change but gave me a refund immediately proving it was a system glitch.

In January this year we booked a flight from their website from Clark to Tagbilaran Bohol roundtrip. But they change the flight from Manila when it was one week before our trip. The same thing happened with our return flight. It was also changed to Manila. The refund will be less than the amount paid. Customer service is only accessible by e-mail. The chat service is with a computer. Then it offers chatting with a live agent but waiting time is unsure because there is no queque number. So one feels unsure if the chat is really being turned over to a live agent. Through e-mail, they said that calling a customer service is not available with domestic flights. So we just resolved the travel challenge by ourselves. The company shows no sympathy with the additional cost and stress that the flight changes brought. We had a connecting flight from Clark and this is not looked upon when they changed the flight. No advise received. We are first time tourist in the Philippines. The first time experiencing such from an airline. Our impression is that Cebu Pacific is most reliable from Manila airport but gives uncertainty when using other airports.

Absolutely the worst airline to take to travel within the Philippines.

Flight from Manila to Cebu - 1 hr- the lost over 12 luggages on my flight alone. Lots of us passengers were given NO information about where our bags were, why they didn’t make it, and when it would come. They had no tracking system and identifying system for bags. They gave only 1k “compensation” for our troubles — which is less than $20 and for a family of 3 (I packed mine and my kids clothes in one luggage), it was not even enough to buy all 3 of us a change of outfit + underwear to sleep in for the evening. After 10 or so hours, still no updates on the bags. One point of contact said that it “might be on a delivery truck by now” as they use multiple delivery sources. What???? My bad was eventually delivered to our hotel over 24 hours later. When I contact customer care to request for any sort of refund for toiletries and items I has to replace that I could not return, they were even worst. They give you the run around and will not actually provide any customer care. The worst. Stay away. It’s so clear they do not have the proper system to be responsible for your luggage and even their passengers.

To all UK.(And worldwide travellers) Book with another company. These are cowboys and criminals flaunting borderline legal practices with zero accountability. A disgrace to aviation industry. No wonder tourists are avoiding Phillipines. Didn't get discounted flights, paid same as using other competitor companies, booked a good 6/9mths in advance( different flights booked at different times around itinery being built) Holiday of a lifetime travelling round Phillipines, allowed over 24hrs wiggle room in case of any delays on all flights but still managed to ruin every single transfer. Of the 6 flights booked with them not a single one went to plan. Delays, criminal activity (taking cash from people to be put on plane) THREE cancellations (one to a completely different island than booked), baggage offloaded to be told not sure when will turn up!, delays over 2/3hrs every flight at check in on ones that wernt cancelled at short notice had other issues, serious safety concerns around overloading (large suitcases as hand luggage and utter chaos at terminals. We lost about £1500gbp in personal expenses, hotels and trips and still had to pay extra for alternative flights. Upon research I have found they practice this frequently. If they are your only available option always always leave 48 hrs between next flight, not 24!. Specific example is : We booked a short internal transfer from end of holiday from Coron(Bushanga )to manilla to leave midday (ISH) 18th and booked overnight in manilla 18th to ensure we had plenty of time to catch international flights late afternoon following day 19th should have arrived early afternoon on 18th. Flight on 18th cancelled via email due to technical failure(told on 18th morning) put on next available which was 19th ... So 24hrs change. Knew immediately this meant our international flights would be missed so went to website there was a flight on 18th was available but going via Cebu with a 6hr layover arriving late evening at manilla. No other choice whatsoever... Guess what not only did we have no choice they charged us £450 for the flight. The original hour flight was iro£200gbp. We never used the hotel in manilla so we lost that money and were exhausted. Oh, and just to add insult to injury couldn't convert flights had to book the new one (cust service said cancel and ask for a refund... It never arrived at time of writing) and the flight from Cebu was also delayed by another 2 hrs so 8hrs layover. 14 hrs travel for an hour's internal flight. This happened on EVERY flight we booked . Please heed our advice and dont ruin your holiday. Book with another airline.

Cebu Pacific, just like PAL, should be ashamed of selling me a Manila (MNL)‑bound turboprop ticket when they already knew those flights were being kicked out of the airport. For months they happily took my money for a Manila arrival, only to casually shift the endpoint to Clark and call it “just a schedule change.” If you decide you can no longer operate out of Manila, don’t keep disguising the route as MNL in your booking system and wait until the last minute to shuffle passengers around like chess pieces. This isn’t efficient network planning, it’s a bait‑and‑switch in the name of “compliance.” Make the change transparent from the start, price the Clark or alternative‑city option honestly, and stop milking Manila‑branded fares for routes they knew were doomed.

I am submitting this review to formally document a failure to honor a paid service on Cebu Pacific Flight 5J806 from Singapore to Manila-FEB 04, 2026.

I purchased this ticket with paid seat selection and was assigned seats 41B and 41C. Upon reaching these seats during boarding, a flight attendant directed us to relocate to seats 36B and 36C without consent or discussion. This was not presented as a request, nor was any justification provided upfront.

When I clearly stated that we had intentionally selected and paid for our assigned seats, the attendant responded that the seats would be used as a crew rest area. This explanation is unacceptable. Seats designated for crew use should not be made available for passenger selection under any circumstances. Selling these seats and then reclaiming them after boarding constitutes a failure to deliver a paid product.

More concerning than the seat reassignment itself was the manner in which it was handled: dismissive, non-consultative, and entirely indifferent to the passenger’s paid entitlement. This reflects poor operational planning and a lack of basic customer service standards.

This incident demonstrates a serious breakdown in process, communication, and respect for paying customers. Cebu Pacific did not deliver the service it sold, nor did it attempt to remedy the situation appropriately. As a result of this experience, I have lost confidence in the airline and will not be flying with Cebu Pacific again.