Cebu Pacific
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"Standard flight experience between Philippine islands"
"We chose Cebu Pacific for our domestic flights between the islands of the Philippines. We had no issues with the flight schedules, and the quality of service was in line with the price level. Overall, a smooth and efficient experience."
"DO NOT BOOK WITH THIS AIRLINE COMPLETELY INCOMPETENT."
We booked tickets directly through this airline’s website, spending several thousand dollars—over $3,000. Hours passed with no booking confirmation. Concerned, we called customer service and were told there had been a “glitch” and our booking didn’t go through, even though the full amount had already been charged to our account. Their only solution was to process a refund, which they said could take 24–48 hours, and told us to try rebooking ourselves. They offered no assistance in rebooking at the same price or honoring the fare we had paid. If we hadn’t called, the issue would’ve gone unnoticed. We can’t help but wonder how many others this has happened to. Now we’re left out of pocket and facing higher prices for the same flights because of their website error. How is that fair? This kind of negligence and lack of accountability is appalling. Save yourself the trouble and choose a different airline—we will never fly with them again.
"CRAP PACIFIC"
A horrible amateur airline that has no clue about what's going on. Delay after delay without being informed—they can't even provide an estimated time. Even with a delay over +8 hours the incompetent crew still can’t tell or provide any help.. People are furious. They compensate with rice and chicken drumsticks that taste like something the devil himself concocted. This airline is simply incapable of maintaining even a low standard! Would NEVER recommend - even my worst enemy deserves better.
"Great staff"
"I want to commend the staff for their wonderful work ethic and customer care. Over the past couple of weeks, I've had to catch several flights, including two Airswift flights. Yesterday, there were some delays out of El Nido airport due to bad weather, but the staff on the ground were excellent and went above and beyond to help me get back to Manila for my international flight. They even had a staff member meet and escort me on the tarmac to save time for the next flight. Unfortunately, I still missed my international connection, but the staff at the customer desk in Manila were incredibly helpful in rebooking me for the following night's flight. They also went out of their way to assist with local hotel inquiries (since I didn’t have Wi-Fi) and helped me contact my family with an update. Thank you—I'd definitely fly Cebu Airlines again."
"Never again CebuPac."
We had a highly disappointing experience with Cebu Pacific during our recent trip. At the baggage drop, we had purchased a 20kg check-in luggage allowance, but the ground staff insisted we combine our two small suitcases into one piece. They told us we had to buy a large “sako” bag for ₱500 to do so—despite both bags being well within the weight limit. This made no sense and caused unnecessary hassle, as we had to leave the airport to buy the bag, only to throw it away upon arrival at our destination. In contrast, AirAsia allowed us to check in two 10kg bags without issue, as long as the total weight didn't exceed our allowance. Regarding special assistance requests, when I booked the flight months ago, I clearly indicated that I was traveling with a senior citizen who would need a wheelchair. At the check-in counter, we were casually informed that no wheelchair was available—it was "being used." It seemed like the entire Caticlan airport only had two wheelchairs available. My elderly mother had to stand for two hours without even being offered a chair, and walked all the way to the boarding gate without assistance. Our flight, originally scheduled for 4:55 PM, eventually took off around 5:40 PM, with no apologies or announcements made for the delay. There were no snacks or any form of compensation offered. To top it off, the cabin seats were dirty. Overall, Cebu Pacific failed in both basic service and compassion, and we were left frustrated and deeply disappointed.
"Fine to fly, average to enjoy"
"Overall, the flights were on time and comfortable enough for an 8-hour journey. The only issue I found was that they did not allow any water on board (we had to dispose of our bottles), and when we asked to buy water, they informed us they had run out. This made for an uncomfortable experience, but it wasn't terrible overall. I would still consider recommending the airline."
"Disappointing customer service experience"
We flew internationally from Dubai with no issues, but the trouble started when we took our connecting domestic flight to Cauayan, Isabela. Cebu Pacific staff insisted we pay for baggage—even though it was already included in our ticket—just because we had duty-free items and they noticed my husband is American. It felt like we were being targeted because we came from abroad. This was incredibly frustrating, especially when returning home to the Philippines. Staff seemed unaware of duty-free baggage policies and acted more like they were trying to squeeze extra money from travelers rather than help. It’s disheartening and embarrassing that this kind of situation still happens. Cebu Pacific, please train your staff properly and stop exploiting passengers. If we had known, we would have chosen a different airline.
"Smooth Fly !"
"The flight crew is well-groomed and clearly ready to assist passengers, with safety being their top priority inside the cabin. However, some crew members struggled to hide their unpleasant demeanor, particularly toward first-time passengers who may have had difficulty understanding the procedures. Their smirks were noticeable, which detracted from the otherwise professional atmosphere."
"Long wait but cheap"
"I had a 12-hour stop in Manila, but unfortunately, I felt like I had nothing to do during that time. I also noticed there were a lot of Chinese citizens working in the casino city area, which stood out to me."
"Scam extra luggage fees"
Misleading online add-ons. Counter staff clearly trained to add luggage fees with no refunds possible. Scam operation.
Cebu Pacific
Cebu Air, Inc., operating as Cebu Pacific, is a low-cost airline based in Pasay, Metro Manila, Philippines. Founded in 1988, it became the first low-cost carrier in Asia and is the largest airline in the Philippines by fleet size. Cebu Pacific offers both domestic and international flights from five bases in Cebu, Clark, Davao, Iloilo, and its largest base in Manila. With its low-cost business model and extensive network, Cebu Pacific became the largest airline in the Philippines by passenger numbers in 2010, surpassing Philippine Airlines (PAL). During the first quarter of 2010, Cebu Pacific carried 2.45 million passengers, outpacing PAL, which had 2.34 million passengers during the same period. However, the airline has faced criticism for frequent flight delays, cancellations (sometimes without explanation), and alleged poor customer service, leading to investigations by the Philippine government.
Address
G/F, Cebu Pacific Airline Operations Center Building, 8007 Domestic Rd, Pasay, 1301 Metro Manila, Philippines
Website
http://www.cebupacificair.com/
Email
[email protected]
Telephone
+63288027000