 | Why you shouldn't choose Cebu Pacific | |
Hello! This is not a defamatory movement against Cebu Pacific nor an organization that has grudges against it (not unless you take it that way. Sorry )
This is a mere blog of collective stories of passengers who want to share their Cebu Pacific horror stories. Kind of a feature story you read on the press or some kind of “untold story” that Michael Moore would produce. Anyway, people even publish ghost stories so what’s the difference? Because ghosts can file a libel case against people?
But the thing is, if your clients mattered to you, you wouldn’t have stories like these. So who would you sue? Your clients?
Lastly, there is no difference between this and a comment section on a social network. And, well, companies are so eager to hear from customers themselves and want to get feedback through E-mail comments and suggestions. So I guess we’re making the job easier for them.
Being outsourced and unpaid... But it’s our pleasure
P.S. FUCK YOU CEBU PACIFIC
 |  | Hear us out. Know the TRUTH | |
http://renziebaluyut.wordpress.com/2008/04/21/should-i-worry-about-cebu-pacific/ http://labadabadoo.multiply.com/journal/item/26 http://jasonmagbanua.com/blog/2008/02/29/cebu-pacific-sucks/ http://www.panjeetapales.com/2008/05/more-on-... more
| |  | Guestbook | |
 | customerservice@cebupacificair.com - bullshit email - no one ever answers this.
Accounting Department numbers with no one picking up calls - - 8519183,
8532328, 8548560, 8539872, 8530113 - refunds? forget it. just because Cebu Pacific airfare is cheaper doesn't give them the right to steal on their customers.
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| The way Cebu Pacific treats its customers are unbelievable, been waiting for a refund from a cancellation for almost a year now. The "customer service" would forward your call to accounting department numbers that will never be picked up by anyone. The only way to get in touch with anyone fast is when you choose to press the option on their hotline... Read more... Read more and choose the book and buy options. Really ridiculous how Lance Gokongwei runs this airline. They don't even have a proper office in Makati. If you got complaints, you have to go all the way to their office at the Manila Domestic Airport and Robinson's Galleria. This is outrageous. I've flown in a lot of other airlines, budget or otherwise and I never encountered such worst service I could ever imagine. |
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f7rbb wrote on Apr 11, '09 |
 | Sus ako nga yung refund ko nung december pa wala pa ring nababalik kahit sang kusing para sa 3 tickets back and forth. December flight kaya overbooked sila siguro. Almost 2 hours kami wait sa pila tapos nakaabot kami 2 minutes late sa checkin counter with respect to the original flight schedule (Considering na delayed ang flight ng 1 hour). Pero sa dulo nde raw kami pwedeng lumipad kasi late kami. Potek na sistema marinig mo ba yung last call sa domestic airport na sing ingay ng palengke? Tanungin pa sa amin kung dumating kami before the last call. Pano kaming aabot sa checkin counter na may napakahabang pila sa loob ng 15 minutes? Syempre dumating kami ng more than 1 hour earlier before the last call. It's just that we missed it because it was chaotic in that place and they have a chaotic system. |
 | hi,
i bought a ticket in june. my creditcardcompany paid them immediately. but cebupacific still said, the CC is delined, which is 100% not true. so i wrote them (with copy of my creditcardcompany statement) around 6 mails. but so far, they did not answer. i tried to call them, no chance to get through. i tried mails direct via their website, but no answer also.
so, my flight is confirmed, but - according to CebuPacific - its declined. i guess, when i want to fly, they just dont let me fly.
1 month no answer. its not right what they do
regards,
hans@japan.com |
 | A Survey on
THE COMPETITIVE ADVANTAGE OF CEBU PACIFIC AIRS INC.
TO ITS DOMESTIC FLIGHTS IN THE PHILIPPINES
Part I. Profile
Direction: Check [] the appropriate box that corresponds to your answer.
1. Age
20 and Below
21-30
31-40
41-50
51-60
61 and Above
2. Gender
Male
Female
3. Civil Status
Single
Married
Widow
Separated
4. Educational Attainment
Elementary
High school graduate
High school undergraduate
College graduate
College undergraduate
Vocational
5. Employment Status
Employed
Self-employed
Unemployed
Student
6. Average Monthly Income
Less than P5,000
P5,000 – P10,000
P11,000 – P15,000
P16,000 – P20,000
P21,000 – P30,000
More than P30,000
7. Purpose of Travel
Business
Personal / Pleasure
8. How often do you travel by means of airplane?
Once a week
Once a month
Once a year
Only as to necessity or occasion
Others, please specify ________________
Part II. Competitive Advantage Factors
Direction: Please check [] the appropriate box that corresponds to the degree of your answer with the following statements.
Legend: 5 - Strongly Agree
4 - Agree
3 - Undecided
2 - Disagree
1 - Strongly Disagree
I. DIFFERENTIATION
A. Service Quality
5 4 3 2 1
1. Ticket reservations are done easily
-- -- -- --
2. Seat preference is offered
-- -- -- --
3. All personnel/employees are approachable
-- -- -- --
4. Respect and care are shown to elders as well as with physically challenged passengers
-- -- -- --
5. Waiting area is comfortable and adequate to accommodate all the passengers
-- -- -- --
6. Food on the plane are satisfying and served properly
-- -- -- --
7. Basic services were given at the personnel’s initiative
-- -- -- --
B. Facility Maintenance
1. Airplane is well ventilated
-- -- -- --
2. Seats are comfortable
-- -- -- --
3. Cleanliness is observed inside the plane
-- -- -- --
4. Unpleasant noise, such from plane engine and the like, were avoided
-- -- -- --
C. Security and Safety
5 4 3 2 1
1. Security officers are always alert and diligent
-- -- -- --
2. Security officers are highly visible
-- -- -- --
3. Baggages are inspected thoroughly
-- -- -- --
4. Passengers’ health condition were checked if they are capable of traveling
-- -- -- --
5. Life-saving devices are kept near the
passengers for emergency use
-- -- -- --
D. Advertisement
1. Advertising materials are appealing
c -- c -- c -- c -- c
2. It is distributed visibly in public areas
c -- c -- c -- c -- c
3. Advertising materials are informative & reliable
c -- c -- c -- c -- c
4. Website is accessible, informative and reliable
c -- c -- c -- c -- c
II. COST
1. Ticket cost are fair and reasonable
c -- c -- c -- c -- c
2. Promos & discounts are availed in different occasions
c -- c -- c -- c -- c
3. Promos & Discount are attractive and encouraging
c -- c -- c -- c -- c
4. Discounts and promos affect service quality
c -- c -- c -- c -- c
5. Discounts and promos are really of good deal
c -- c -- c -- c -- c
III. RELIABILITY
A. Trip Schedule
1. Departure time and arrival time are observed strictly
c -- c -- c -- c -- c
5 4 3 2 1
2. Passengers did not experience any form of delay
c -- c -- c -- c -- c
3. Reasons are acceptable in case of delay
c -- c -- c -- c -- c
B. Information Communication
1. New policies regarding trip procedures are communicated to the passengers quickly
c -- c -- c -- c -- c
2. Plane tickets contain all the necessary information about the flight
c -- c -- c -- c -- c
3. Precautionary signs are evident inside the waiting area as well as inside the plane
c -- c -- c -- c -- c
4. Answers to inquiry are satisfactory and clear
c -- c -- c -- c -- c
5. Personnel announcing the information speak in language(s) comprehensible to passengers
c -- c -- c -- c -- c
6. There are pagers within the waiting area that announce relevant information about the flight
c -- c -- c -- c -- c
7. There are speech devices inside the plane to facilitate proper information communication (e.g. microphones and the like)
c -- c -- c -- c -- c
IV. RESPONSE
A. In Case of Emergency
1. First Aid stations are readily available in case of emergency
c -- c -- c -- c -- c
2. Passengers observe that all personnel are quick and good in handling sudden problems during the flight
c -- c -- c -- c -- c
3. Passengers’ needs are well attended
c -- c -- c -- c -- c
B. Customer Service
5 4 3 2 1
1. Customer Service entertains passenger’s complaints attentively and kindly
c -- c -- c -- c -- c
2. Basic services were given at the initiative of the personnel
c -- c -- c -- c -- c
3. The service improvements in response to complaints are pleasing and obvious
c -- c -- c -- c -- c
4. Passengers are given immediate and appropriate direct actions on their complaints
c -- c -- c -- c -- c
5. Sincerely solicits passengers’ complaints
c -- c -- c -- c -- c
6. There is survey questionnaires held out to passengers to determine their complaints
c -- c -- c -- c -- c
***THANKS AND GOD BLESS***
i riy nid ur reply @ lebronmj_15@yahoo.com.ph....tnx.GB |
 | reaaly a bad experience for all of us at mactan int'l airport last saturday and sunday (june 22-23,2008). we will not ride again cebu pacific!!!!!!!!!!!!!!!!!!!!!!!!! they have a very poor service to all of the passengers...even food, delayed pa yung pag serve...pina hirapan lang kami, without free accomodation...pina re-route pa yung iba sa manila ... however PAL still had their flights to other destination on Visayas and Mindanao! |
 | Point taken. Well, we could go on and on about this argument, but i think you know that you and I won't get much further regarding this issue. I guess it all boils down to the individual's experience of the airline; some have better experiences than others as this example clearly shows. Good luck to both of us and our airline choices! |
 | it starts with bad customer service believe me. cutting down costs on customer service (like not hiring enough call center agents to answer thousands of calls daily), then maintenance (BETCHA THEY ARE SHORT STAFFED TOO) then naku god knows what! and i don't'think there is any excuse for bad customer service. and i paid FULL FARE NOT A PROMO PRICE OR A PISO FARE). much more than what I paid (and i did) for PAL for a flight to zamboanga and got REALLY BAD CUSTOMER SERVICE. di pa nga refunded ang tickets ko til now! never again, believe me. i think they are trying to expand quickly ng hindi nakaset in place ang manpower and framework nila. all they want is INCREASED SALES!!! To get your money! I think they don't understand what customers need. OR they want the people to try them out BUT not for people to be loyal cebu pacific customers. I'll take PAL anyday!!!! |
| Correction: Concorde as one of the exclusive airlines in the 60's-90's |
| I don't think the issue is about plane integrity. Many airlines have had at least one plane crash, like PAL or even the Concorde, one of the best planes of its time in the 80's - 90's. Bad customer service doesn't necessarily relate to maintenance errors. Did the victims of the Concorde feel any better knowing that even if their plane crashed, they crashed with "style" rather than crashing onboard a cheaper airlines? |
| there is no excuse for bad customer service. pag nagcrash ang cebu pacific, ok lang ba because you paid much less? i don't think so diba? |
| Well, for a VERY affordable airline, their service was OK. They even have these Fun Flights that are available on certain destinations; it's quite fun (I've joined a few myself).
Sure their service isn't as good as other airline companies like Singapore Airlines, but for the cost that you're paying, it's reasonable. Have you tried Tiger Airways? They didn't even have reserved seating last time I rode with them; at least Cebu Pacific still reserves a seat for you when you book a ticket.
Oh and by the way, I think the last poster (gabbybautista) has a point: before Cebu Pacific came along, less people could afford flights. Now, the cost of flying can be even less expensive and hassle than taking a bus to a far location (believe me, I've computed the costs). I think Cebu Pacific has done its share of good too.
My 2 cents. |
 | Have you tried writing to their customer service department? Maybe you can email them... I think their email address is customerservice@cebupacificair.com
I've read the rantings and can see that they've had a pretty bad run lately. I haven't flown with them yet this year but when I did last year, my flight was ok (actually, quite uneventful).
I think their agent in jakarta is not employed by them so maybe they don't know that this is how they're handling their customers... it's terrible.
Maybe we can help them by relaying your experience so they can improve on their service. Just a little constructive criticism should help :-)
Remember how expensive flying was before they came along.... that's how I try to think about it. Let's think positive. Too many negatives going around in this world. |
 | Read this please - and be warned about the cebu pacific non existent customer relations department and criminal extortion of money from their customers |
| STRANDED IN JAKARTA FOR OVER 1 WEEK WHILE TRYING TO CONTACT CEBU PACIFIC AIRLINES FOR A RESCHEDULE TO FLY BACK TO MANILA !
I AM ABSOLUTLEY DISGUSTED WITH CEBU PACIFIC AIRLINES & I WILL NEVER USE THEM AGAIN.
I HAVE BEEN IN JAKARTA FOR THREE MONTHS AND NEED TO FLY BACK TO MANILA ASAP.
I RANG THE TRAVEL AGENT AND THEY TOLD ME TO GO TO THEIR OFFICE SO I TRAVELLED TO THE APPOINTED TRAVEL AGENT [$$$$$TAXI]—PT.ANDALAN USAHA CEMERLANG–THE ONLY ONE DEALING WITH CEBUPACIFICAIR IN JAKARTA — ONLY TO BE TOLD THAT THEY COULD NOT REBOOK MY FLIGHT BECAUSE CEBUPACIFICAIR HAD CHANGED THEIR COMPUTER SYSTEMS AND ALL TICKETS PURCHASED BEFORE 1st april 08 COULD NOT BE RESCHEDULED ONLINE.
WELL RING THEM AND CHANGE IT I SAID— THEY REFUSED!THEY WERE NOT INTERESTED IN THE SLIGHTEST DEGREE TO HELP ME [REMEMBER I AM A FOREIGNER HERE AND DO NOT SPEAK INDONESIAN].
YOU RING THEM YOURSELF- THEY SAID ITS YOUR PROBLEM OR BETTER STILL BUY ANOTHER TICKET AND GET A REFUND ON YOUR OLD TICKET WHEN YOU REACH MANILA!==why should I buy another ticket when i have a valid ticket here ??IT WAS IMPOSSIBLE TO GET THEM TO SEE MY REASONING SO I LEFT THE AGENTS SHOP IN A STATE OF ABSOLUTE DISGUST.
[ITS INTERESTING TO NOTE THAT THEY ARE VERY HAPPY TO TAKE YOUR HARD EARNED MONEY BUT DO NOT WANT TO DO ANYTHING FOR IT !!]BEWARE OF THIS TRAVEL AGENT !!
ANOTHER [TAXI RIDE$$$$$$] TO MY ACCOMODATION AND I TRY TO CALL CEBUPACIFICAIR ON MY CELL FONE —AN IMPOSSIBLE FEAT TOTAL WASTE OF TIME AND MONEY $$$$$
SO ITS IMPOSSIBLE TO CHANGE MY TICKET ONLINE AND
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IMPOSSIBLE TO CHANGE IT THRU A TRAVEL AGENT AND
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SEEMINGLY IMPOSSIBLE TO CONTACT CEBUPACIFIC BY CELL FONE!
OK I HAD FRIENDS IN JAKARTA WHO HAVE A LANDLINE [TAXI$$$$$] —-ON THE PHONE FOR OVER 1 HOUR WAITING TO BE SERVED AND THIS IS AN INTERNATIONAL PHONE CALL REMEMBER[$$$$$$$$] ONLY TO BE TOLD THAT IT WILL COST $130 DOLLARS TO REBOOK MY FLIGHT –[A NEW TICKET COSTS $150!]
THE CALL CENTRE AGENT WAS POWERLESS TO TO HELP ME OR SEE REASON SO I GAVE UP IN DESPAIR REFUSING TO PAY $130 DOLLARS FOR SOMETHING THAT I HAD ALREADY PAID FOR!
I AM TOTALLY DISGUSTED WITH THE WHOLE PROCESS NEEDLESS TO SAY THE CALLOUS TREATMENT AND INHUMAN DISREGARD CEBUPACIFICAIRLINES HAVE SHOWN TOWARDS ME AND MY SITUATION. AS WITH ALL CORPORATES THEY ARE DISTANCED FROM THE PEOPLE THAT GIVE THEM THEIR PROFITS ie THE CUSTOMER.IT IS IMPOSSIBLE TO HAVE CONTACT OF ANY MEANING OR VALUE BECAUSE OF THE WAY THE SYSTEM IS OPERATED.
THIS EXPERINCE HAS SO FAR COST ME ABOUT $300 — FOR TAXI FARES + NUMEROUS INTERNATIONAL PHONE CALLS + ACCOMODATION COSTS DUE TO EXTENDED STAY + FOOD + MISSED APPOINTMENTS IN MANILA –NOT TO MENTION THAT I WILL STILL NEED TO BUY ANOTHER TICKET TO GET OUT OF HERE SO IT LOOKS AS THOUGH ITS GOING TO BE A $500 DOLLAR EXPENSE DUE TO CEBUPACIFICS ABYSMAL SERVICE ! MORE IMPORTANTLY THE STRESS INVOLVED HAS BEEN ENORMOUS FOR ME
I WISH I HAD SOME MEANS TO BRING THIS TO THEIR ATTENTION BUT ITS SEEMS IMPOSSBLE TO CONTACT ANYONE THERE IN THEIR AIRCONDITIONED OFFICES
[NOT THAT THEY WOULD CARE ANYWAY] GOD HELP US ALL
BUT I SWEAR I WILL NEVER FLY WITH THIS AIRLINE AGAIN UNLESS I GET SOME SORT OF APOLOGY AND REIMBURSEMENT
SO IF ANYONE FROM CEBUPACIFIC WHO HAS ANY AUTHORITY READS THIS ACCOUNT OF MY EXPERIENCE YOU CAN ALL GO AND—–!!*#+====== YOURSELVES!!!!
May 21st, 2008 ROBERT MASON says: Your comment is awaiting moderation.
HAVING HAD MORE THOUGHTS ABOUT MY RECENT BLOG REGARDING CEBUPACIFIC AIRLINES AND THEIR APPALLING CUSTOMER RELATIONS SERVICE == WELL THEY DONT HAVE ONE IN REALITY!
AND THE APALLING DISREGARD THEY EXHIBIT TO THEIR CUSTOMERS I PERSONALLY CONSIDER THEM TO BE CORPORATE THIEVES
AND THEY SHOULD BE EXPOSED AND TAKEN TO COURT AND SUED FOR THE HARDSHIP AND TROUBLE THEY CAUSE TO UNSUSPECTING CUSTOMERS
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