Tuesday, August 05, 2008

My Cebu Pacific Story

Back then, I was raving about how cheap the Cebu Pacific flights were and even suggested to others to fly Cebu Pacific. They had the cheapest flights and made their competitors lower their prices too. The market became really competitive which is really good for us consumers.

I take it back! Cebu Pacific is CRAP! DO NOT FLY CEBU PACIFIC!

August 1, 2008. Our flight to Hong Kong was at 7:10pm. It was delayed for almost an hour. This is a normal occurrence so I was fine at this point. Mid-air, the pilot announces technical difficulty so we had to come back to Manila for the plane to be replaced or fixed. I was still laughing at this time since I had no reason to blow my top off, yet. It was really not anybody's fault anyway. Back at the arrival gate, we were greeted with staff that didn't know anything (or they just didn't want to answer to anybody). Questions weren't being answered. Is there another plane available? What was going to happen to us? Will we rebook? Refund? I was getting a little pissed at this time. Nobody wanted to give us answers and no manager was in sight to do so. Worst thing, they didn't give us any blankets or REAL food. I mean, everybody was getting pissed, you could at least give some blankets or food to comfort people, right? No answers, no blankets, no food. At this point, you can just imagine how much I wanted to just cancel our trip. We really didn't NEED to go to Hong Kong anyway. So, I asked the staff if I could refund the tickets instead. They said I could but I would only get 50% back... Unfair right? What about the expenses incurred in travelling to the airport? What about the Php 1,620 airport tax (which is actually a hidden charge with zero fares)? What about the Php 750 terminal fee? Don't we have the right to get all that back? In the end, we had no choice but to swallow our prides and take the next flight out. The replacement plane boarded at 1:00am. After 9 hours of waiting, we were relieved to finally be departing. But this isn't the end of my story...

While boarding, I sarcastically (yes, I did this on purpose) told the plane staff and pilot that I hope they checked the plane this time to prevent from going back yet again. I then proceeded to my seat and buckled my seatbelt. I thought that the issue was over when the head flight attendant went over to my seat and asked me if I really wanted to take the flight. I told her I had no choice, obviously. She then continued to reprimand me for my comment earlier. The nerve right? I mean, she could have let it go and took the blow. I didn't feel like arguing anymore so I listened to her, said my piece, and finished the conversation. I was hungry and sleepy, I didn't feel like doing anything anymore.

Mid-air, I didn't take any food. Even if they gave away INSTANT NOODLES (yes, only INSTANT NOODLES) in the plane. I didn't want to be in debt to these morons.

Hey Mr. Lance Gokongwei! Your service is crap! Your staff are stupid! Then again, cheap flights equal cheap service. Come to think of it, what am I ranting about? It was my fault all along. I never should have flown Cebu Pacific in the first place.

It's time everyone flies Cebu Pacific. Count me out!

60 comments:

diverdown_ said...

hassle ah. we're taking cebu pag pa naman papuntang singapore for f1

Andrew said...

Pucha, the nerve of them to reprimand you! I read a worse story somewhere sa net about a foreigner complaining about Cebu Pacific. Did you see how they "jologized" the new terminal with that giant tarpualin of theirs?

Ang hirap sa pinas these idiots can continue to act that way kasi their rivals arent doing any better anyway, same bad service, so meron silang cartel on bad service. And being a budget airline is no excuse. Ive ridden on many budget airlines and they dont give me that attitude (they even serve more than instant noodles).

Pero reprimanding you was out of line. You should write them, or better yet write more about them. I hate Cebu Pacific with a passion, a little more than I hate PAL, and sad to say we are stuck with these morons when we want to get out of out country for a few days.

My fiancee who has flown to a lot airlines in the world ranked cebu pacific as the 2nd worst she has ever experienced, best only to Vietnam Airlines.

oliboy said...

yikes! goodluck oli sa flight nyo. hope you guys don't experience the same crap i did...

oliboy said...

oo nga grabe e... super bad service talaga! this was my first time to experience this. dapat gumawa ng signature campaign or media thing e para matuto tong mga hayop na to!

aileen said...

crap talaga! never again!!

oliboy said...

yup, never again... :(

Ar-wee-der-yet said...

I think Cebupac is entirely wrong that you will only receive 50% of the fare when you opt to refund the ticket after their mess. I'll take Cebu Pacific in 4 different occassions in my coming trips so I hope this thing will never happen again to anyone.

oliboy said...

good luck to you carlo! thanks for the support! :)

i gotta go! said...

what's really grating me about all this is that the internet and other media are already chocful of nightmare stories about cebu pacific, yet they still haven't tried to address any of the problems!

i can't believe they're getting away with this type of behavior.

oliboy said...

very true djong... even in the news! there are so many complains against them!

cat said...

onga naman, what do you expect from cheap flights. hehehe. but still, the nerve of the FA, sana nagapologize nalang.. na bulok ang service nila. 9 hours delayed..? putik. i would have gone ballistic if i was there.
a lot of people complain about cebpac but the management seems to not care at all.

oliboy said...

yup! pag nakita mo dami ng hits ko sa post na to, mas marami pa sa buong blog ko! hahaha!

freeze said...

omg, they have the nerve to confront you. you're not alone, i could write a novel about it.

my connecting flight

Aileen Apolo said...

Thanks for leaving a comment on my post. I haven't actually been reimbursed yet. Fact is they just don't care. Sad fez.

canDIshhh said...

Hey! I will forward this post of yours to a Cebu Pacific PR firm (camille.heimbrod@gatchieandpartners.com). Hahaha!! :) I think ganyan talaga sila. My flight to Bicol was cancelled last December - good thing, we were given a FREE one-way travel voucher(which was HELL to book!)

Crappy talaga.. but still, we fly Cebu Pacific. Hehehe...

cielo said...

hi...I read about ur comment in my blog...Geez hindi lang pala short change sa promo pati pala sa service...

oliboy said...

freeze: wow! that was crazy! i just read your blog... damn cebu pacific to hell!

aileen: you should follow up everyday! which card did you use?

didi: thanks didi! paki send nga para naman matuto sila! never again will i book cebu pacific!

cielo: lahat cheap! pati serbisyo!

pattybee said...

I wonder what that flight attendant was thinking when she reprimanded you. She obviously has no place in the industry she's in. I would've raised hell right there. Sorry to hear about your unfortunate experience.

I reposted something which I got in my email today. A lady also wrote about her terrible experience with Cebu Pacific.

ALiNe said...

OLibear ang puso mo... breatheeee!

AuTom said...

I was saddened upon reading your story. I rarely used CP and never experienced such lousy service.

With so many sad stories about CP, they should start improving their services.

oliboy said...

pattybee: woah! grabe naman yun nangyari sa kanila?!? sa dami ng complains, they should shutdown for a while and regroup...

alien: oo nga e! lunes na lunes! hahaha!

autom: thanks for the concern! cebu pacific is just sad... really sad! :(

joanjoyce said...

i heard a lot of negative feedbacks about cebupac, i guess the govt should check on to this company before any kind of princess of the stars would occur in the air.

thanks for sharing i hope people would be now warned or atleast will now know about what zero promo is all about.

bnycastro said...

Cebu Pac has cheap flights but the hassle and headaches they cause may not be worth it. I've flown with them 3x only. 1x domestic and 2x international. I think next time I will go with PAL or CX.

oliboy said...

thanks joanjoyce for reading my blog! spread the word about cebu pacific, they should learn proper service...

bny, NEVER AGAIN!

princess_dyanie said...

OMG! 9 hours of waiting! dapat may kapalit yan!

yung sakin naman, naghihintay pa rin ako sa refund. last january pa yung request ko but until now, wala pa rin. wala na nga kong tyaga tumawag at mag email sa kanila eh grrrrrr

oliboy said...

kulitin mo! i think they're waiting for your email lang! they won't do anything on their own naman e...

amidaLea said...

Hi...yes, i too have the same bad experience...my company had an outing last May to Bohol..and there were almost 200 of us...my batch was for the 7:30am flight...and after three hours waiting, finally they got a plane for us...no food, nothing to comfort the passengers...sobrang sikip na ng terminal kc ang dami na namin...the 11am batch were there and the other passengers for other flights! graabe...
now im taking PAL...they're better dude

princess_dyanie said...

grabe na nga yung pangungulit ko eh. naka thread na nga yung emails ko tapos puro asking for an update.

siguro nakaka 7 emails na ko! eto pa, wala man lang reply kahit isa! sus! poorest customer service!

oliboy said...

@amidaLea - damn! hassle din yun ah! yup, take PAL instead. lousy service also but i think cebu pacific is NOW in first place of the crap award.

@dyanie - auto email mo na lang araw araw, hour by hour para maflood! hahaha!

kat magtibay said...

can totally relate! my friends and i took cebu pacific going to bora and back in january this year. flight out was delayed, the flight back they overbooked and said only 5 of our party of 6 could be taken in -- but we paid way in advance (november 2007) and were supposed to have confirmed seats!!! they bumped off one of my friends to PAL, which at least left for manila only a few minutes after we took off.

never flying this carrier again. i'd rather pay the price of high quality service.

spanx said...

for 5J,
budget = bad jet.


something's gone horribly wrong
with their corporate culture
ever since the shift to
super cheap fares.

from legaspi to cebu,
manila to davao,
i've noticed that the
gokongwei employees feel
cheapened by what's happened
to what previously was a
very promising airline.

either that,
or they feel that the passengers
who fly on 5J are nagtitipid,
and thus can be treated as "cheap"
as possible.

sad, but true.


most cebpac employees
from ground staff to
the flight attendants,
seem to be just going
through the motions.

terrible training,
specially in frontline skills.

sayang.


LANCE, wake up.

oliboy said...

cheap flights = cheap service

to top it off... may disclaimer pala sila so they are actually not liable for any delays or hassle on the customers.

may karma din mga yan!

JADED said...

okay naman ah?

don't shoot me, but i've flown CebPac a lot of times. Super on time naman, and the staffs are great.

ung food, yeah... medyo di nga makain but if you're flying like an hour or two... hindi naman siguro sobrang importante ang meal diba?

just my thoughts

oliboy said...

thanks for the comment jaded! :)

yeah, i used to experience nice things on cebupac UNTIL THIS...

i'm happy for you if you haven't had bad experience with them! :)

Anonymous said...

"What about the Php 1,620 airport tax (which is actually a hidden charge with zero fares)?" --> actually Oliboy, the airport tax is not a hidden charge. You should read better next time and you'll realize that Cebu Pacific states that taxes are EXCLUDED from the cheap fare.

Anonymous said...

i had to wait over 4 months to get my refund, until i finally smartened up and called lance gokongwei's office, asked to speak to his secretary, and voila, i had my rfund within days.

it's really quite easy, and i urge you ALL to bombard his office with calls. you can get the number of JG SUMMIT from directory assistance, ask for the assistant to mr. gokongwei OR their legal department, and tell the receptionist that if you are not connected to said party, you will report them to the civil aeronautics board.

worked for me. :)

oliboy said...

anonymous1: sorry but what i meant to say was ADDITIONAL charge ON TOP OF the zero fare... i know about the 1,620 when i got the e-ticket, just didn't explain it better i guess? thanks! :)

anonymous2: hardcore man! i salute you! :)

Anonymous said...

paanu na ito? according to their website they're the 4th fastest growing airline in the WORLD. yikes. i have 2 rt tickets for them this year. di pa ako natutu sa 2 flight delays ko last year and not to mention i'm still waiting for my refund for more than 4months na. EXTREMELY POOR SERVICE. That's di na ako papaloko sa mga zero fares na yan. gagastus nalang ako sa PAL.

i have a plan to creat a website dedicate to the inconvenience pax and people who HATE 5J.

oliboy said...

send me a link right away! i'll post my story as soon as it's up! hahaha! thanks anonymous! :)

pinaywife said...

i've sworn off cebu pacific too. it's really not worth it. di bale na i would shell out a bit more for other airlines than take their flights.

last time i went to kuala lumpur the flight frm manila was delayed for around 4 hours so when I got there the driver who was supposed to pick me up iniwanan na ako. I felt like crying and the KLIA budget airport is so far from KL and the last bus going was already full. Thank God for that good samaritan I was able to take that bus. And I still had to look for my hotel at wee hours in the morning!

Going back to Manila the flight was delayed for more than 3 hours. No apologies, no snacks and the crew acted as if we have to be thankful they still arrived.

I would never recommend this airline. They really suck big time!

oliboy said...

you can say that again pinaywife! cebupac sucks! :)

Anonymous said...

Cebu Pacific = great marketing....and that's it! No after sales service...bahala ka na jan mentality. I think PAL is offering promo fares too...they have cheap fares on their website. And....so far....they don't just leave the customers like that...they take care of the customers unti they reach their destination. At least they feed you when the flight is delayed or put you in a hotel in the flight will be mega delayed. AT least they still care about you...and that's what is important when we travel. I think PAL has a better reputation vs. Cebu Pacififc. I heard that they've been working hard on their on-time performance...so lesser delayed flights. If you wanna be sure...just take PAL!!!!

oliboy said...

i agree that PAL is indeed better... better between two evils, i always say...

don't worry, i ride PAL from now.

thanks anonymous! :)

Leo Tolstoy said...

I've heard from a friend that SEAIR is going to bring back the glory days of flying, where flying should be full of good service. I just hope this happens very soon because I'm so tired of all these other airlines who can only offer cheap price, bad service, and apathetic people. More power to http://flyseair.com!!!!

oliboy said...

seair will set us free leo tolstoy! hahaha! :)

Anonymous said...

Sorry to hear that, but again a "nice" story about Cebu Pacific. Don't know what they are doing there but at least I have the impression they don't know it either. Arranging about 25 flight with them during the past 2 years either for friends or for myself only 1 or 2 !! was able to stick to their timetable to be clear I am not talking about delays of 20 or 30 minutes while other airlines were operating the same destinations more or less accurately. Trying to refund 2 tickets since November 2007 I resulted in nothing, nothing than unsuccessful calls to their hotlines - what a joke, hotline ... ice cold are these lines - not being pushed through to any human being. So far I could recite their vocal adverts over the past months but that's it. 8 weeks ago one of their ticket outlets here nearby was able to get a view through the smoke, one ticket was refunded in April but not to my credit card, useless to say that we did not get any update what happend neither to expect seeing any single centavo. Speaking of credit cards, since about 2 years it is difficult to book online with Visa issued from any foreign bank but Cebu Pacific is working to resolve this issue, working since 2 years now. Funny thing, sometimes it works, most of the time it is not working. Bookings with other plastics ... same picture, a big N followed by an "othing".
It was nice to see Mr. Lance Gokongwei smiling in each issue of their Smile Magazine, guess it would have been a good idea - also of him in getting his job done - to end up in smiling passengers. Looking back to an experience of 600 / 700 flights all over the world up to date, Cebu Pacific is one of a kind, a kind of its very own.
Guess I rather will swim than getting a foot in one of their aircrafts again.
Haki

oliboy said...

perfectly written haki! i'm sure their days are numbered... i just hope you get the refunds you are waiting for before cebu pacific crashes...

Anonymous said...

just to clarify lang guys, ung Philippine Travel Tax hindi naman sa Cebu Pac napupunta, and you can refund it naman sa PTA or Philippine Travel Authority since hindi naman talaga sa company napupunta yung pera. Another thing yung terminal fee na sinasabi nyo na part ng hidden charges, hindi naman talaga sya hidden charges sa mga ticket ng Cebu Pac or other airlines since hindi naman sa company napupunta yun. I agree that you should read more bago kayo magpost. Once you availed of the company's services it means that you agreed with their rules and fare restrictions. It's like signing a contract, so dapat alamin nyo muna ung nasa contract para walang misconceptions. Kaya nga pagbinibigyan kayo ng recap ng mga agent ng Cebu Pac kung nagpapabook kayo para malaman nyo yung mga restrictions.

Anonymous said...

I agree with you, yung Philippine Travel Tax and Terminal Fee hindi sya hidden charges sa Cebu Pac fare. Kung sasabihin nyo na hidden charge yun, para naring hindi kayo nagbabasa. Just a bit of info guys, all cebu pacific's fare rules are approved by CAB, try nyong sumulat sa kanila para maliwanagan isip nyo. Read more before posting...

oliboy said...

noted...

the story is actually more on the WHOLE experience and not the hidden/additional charge issue alone but thanks for the clarifications anonymous! :)

Jonas Skafte said...

Hi all you great people,

if you would like to be a part of- and support a bigger initiative towards Cebu Pacific...

-please share your stories at; http://cebupacific.wikispaces.com/

-and join the Facebook group 'Let's make Cebu Pacific better!'; http://www.facebook.com/home.php?#/group.php?gid=160391654058&ref=ts

You are also more than welcome to link to the group using the following image; http://jonasskafte.com/files/CPfacebook.jpg


Thank you very much,



/Jonas.

Ann said...

gosh.. i really HATE Cebu Pacific!!!! I do not only mind paying a little bit more for other carriers but I would rather walk than take that stupid airline...

sometimes lang if its a group booking and do not have a say on it that i swallow all these unbelievable crap we get from that stupid airline...

haaay...

Anonymous said...

That airline is the worst airline in the Philippines. They are trying to make up for it with their supposed “cheaper promos” bullshit. But flights are always late or even worse canceled. Our trip to Hanoi was booked via online. Paid it with the credit card and was all set for enjoying our vacation. But Cebu Fuckcific made several errors:

1. Canceled the entire flight.
2. Did not offer refund.
3. Only offered another flight to another location but on same date, same time. Wow… pressure to think of a whole new iteinerary a couple of fucking days before the flight day. Thanks Cebu Poopcific!
4. Only offered to pay back some (take note not all, just some) of the money after i yelled at their customer disservice.
5. The boss of Cebu Pathetic or one of the top guys who's in charge of customer service / marketing is supposedly some whizkid who used to work in Smart. Well the biggest mistake of Cebu Crapcific was that they hired this moron. Guess the guy from Smart wasn’t that smart.

Bottomline, you fly with Cebu Pacific… get ready to be pissed. If you want a real flight, get Philippine Airlines, Air Philippines, and even Zest. Cebu Pacific = stress.

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sleepyhead said...

I have the same sentiments. Ecstatic at first there's an alternative to other carriers, but now just really dismayed, dissatisfied and disgusted with the disservice they're doing to the consumers.

These are some the horrible experiences I've had with them:

- 90% of the flights I took with them were delayed.
- You get charged and arm and a leg for every little revision you make.
- You're penalized for being late for your flight, but when they're late all you get is a lousy apology.
- I left a feedback/complaint on their website, but never got any response from them other than the automated reply. So I left a feedback again to follow up on the first feedback and another to follow up on the first and second feedback, but got no response from them. What the hell is the feedback for if we're not getting any response. Might as well take it down since it's not serving its purpose.
- It takes around 12-15 minutes to get connected to an actual customer service representative.
- The new Travel Fund Disservice is the shit of all shits! Is DTI even aware of their so-called business rules?

I know it's a budget airline, but man they really make you feel like crap and they're really good at doing it.

I've tried other budget airlines like jetstar, air asia and tiger airways, and they're much, much more superior in all aspects compared to CebuPac. PAL's econolight may be a bit more expensive, but the premium is all worth it!

oliboy said...

most of the times, i compare cebupac and pal econoligt... pal seems to be cheaper nowadays... you guys should take a look into this and save yourselves from the cebupacific hassle...

Anonymous said...

has there been an actual legal action against all these horror stories? what's the media's reaction? is it true that they refused entry of an autistic passenger?

oliboy said...

no legal actions since they probably settle it out of court. yes, they refused an autistic child. but that was because of their "policy" of not having 2 mentally ill patients in a flight. stupid staff equated being mentally ill to autism. this shows again the lack of proper training by management...

khalid said...

victim din ako ng cebu pacific through their travel fund policy.higit kalahati ng binayaran ko ang nawala.call center agents nila sobra napa-power trip.di pa sigurado sa sinasabi.di rin consistent kung ano dapat gawin.nakakalito.mga bastos pa.sobrang daming delays.sa flight, sa rebooking,fees,name changing,travel fund,bastos ang crews.worst airline talaga.sana di na sila mag-operate kasi nakakaawa ang mga pasahero.

oliboy said...

thanks for the comment khalid. ika nga nila: you get what you pay for. ironically, di na rin mura sa cebupac. mukha lang mura.

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