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Contact of Cebu Pacific customer service

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Contact Cebu Pacific (airline): Find below customer service details of Cebu Pacific, including phone and email. Besides contact details, the page also offers information on the airline’s products and services. Reach the Cebu Pacific customer service below for queries, complaints or feedback.

Cebu Pacific Head Office
Cebu Pacific Building
Domestic Road, Barangay 191, Zone 20,
Pasay City 1301, Philippines
Phone: +63 02 802 7000

Cebu Pacific Customer Service
Phone: +632-7020-888 (Manila)
Phone: +852-397-33800 (Hong Kong)
Phone: +612-9119-2956? (Australia)
Phone: +6332-230-8888 (Cebu)
Phone: +65-315-80808 (Singapore)
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About Cebu Pacific
cebu-pacificCebu Pacific is a Philippine airline that launched its services in the year 1996. The airline operates a modern fleet of 55 aircraft to over 64 destinations. Having flown over 100 million passengers, the airline  has been constantly evolving, upgrading and developing new products. Cebu Pacific operates from its main hubs at Manila, Cebu, Clark, Kalibo, Iloilo and Davao.

Besides 34 domestic routes, Cebu Pacific  has flights to some 30 international destinations. International destinations include Australia, Cambodia, China, Hong Kong, Indonesia, Japan, Saudi Arabia, Korea, Kuwait, Malaysia, Singapore, Qatar, Thailand, UAE, US and Vietnam. As for domestic routes, the cities include Bacolod, Boracay (Caticlan), Busuanga (Coron), Butuan, Cagayan de Oro, Camiguin, Cauayan (Isabela), Cebu, Clark, Cotabato, Davao, Dipolog, Dumaguete, General Santos, Iloilo, Kalibo, Legaspi, Laoag, Manila, Naga, Surigao, Tacloban, Tagbilaran, Tandag, Tawi-Tawi, Tuguegarao, Virac and Zamboanga.

To book a ticket fliers can simply visit the website and choose the origin and destination. Payment can be done using Visa or MasterCard debit and credit cards, or by visiting any of the nearest offices. After a booking has been made, fliers can manage their booking online, even making changes to their itinerary or adding names. Fliers further enjoy the benefit of checking in online and printing their boarding pass. That is not all, you can even pre-order your meal and pay for extra baggage.

Besides flights, the Cebu Pacific website also allows one to search for hotels and rent a car. As for baggage, fliers can carry upto 7kg cabin bag and check-in bag of upto 30kg. If you would like to add more baggage, you can do it online here. If you are a frequent flier, register for Cebu Pacific’s GetGo loyalty program. It allows members to earn and redeem points every time they with Cebu Pacific. For more information or queries on payment, refund, cancellation, lost baggage or others, reach the Cebu Pacific customer service representative.

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41 Comments

  1. Maybe someone can help me here? I can’t reach someone from their support. This is just very quick. I’ll be travelling to Sultan Kudarat from Manila. I do have a big baggage and a 32 inches Smart TV. I added 20kgs for my baggage. Is the Smart already included to that 20kgs? Or can I use the free 7kgs for that?

  2. My flight to Melbourne on May 20,2020 was cancelled due to pandemic. Confirmation nu JEZ49M.I called but was told i had no other option but to convert it to travel fund ,so it was a coercive option since i have no other choice. I emailed several times but got negative result .Try to talk to human but to no avail. I even went to Terminal 3 to request personally for my refund .The flight agent was quite rude and told me i cant talk to human and to use my travel fund for leisure.

  3. Ma. Cristina Reply

    I book a ticket last night and successfully paid it via Gcash. The funds are gone but I did not receive any confirmation email to confirm my payment or booking. When I login to the website and clicked on “Manage Booking” it tells me I do not have any bookings. Where has my funds gone? What happened to my payment? It was a hard-earned money I only intended for that booking but was gone. I checked my email multiple times this morning but there is no confirmation email or an itinerary. I even check my Gcash account hoping to see the funds bounced back, but it it did not.

  4. Regarding refund there is no live customer representative we can talk to. What can I say about this airline, it has the poorest customer service I’ve ever encountered.

  5. MELITON GOJO Reply

    I am flying to Manila from Melbourne with my family last 8 Oct 2019 with flight no. 5J50. We already completed all airport formalities and was waiting in the boarding gate when it was the suddenly announced by your ground crew that our flight is delayed for 3 hours because of some technical problem with the plane.

    After 2 hours of waiting, they again announced that the flight was already cancelled.

    My wife and my daughter need to go back to their work on 9 Oct 2019 that was previously approved by their employers.

    Since, this problem is your fault, we must be entitled to the following:

    1. To be provided with a hotel accommodation (Thanks – provided)
    2. To be provided with Meal ( Thanks – provided)
    3. Assistance in securing a confirmed flight in the next flight available. ( This was not provided, but we were just informed to wait.)
    4. Emergency cash assistance.

    Please extend your assistance for items no. 3 and no. 4.

    Regards,

    Meliton Gojo

  6. My credit card was charged twice when I booked a flight from Manila to Zamboanga. I did not get a notification since they have sent me only one receipt and confirmation. I tried to reach out on their phone numbers but nobody answers. NEVER AGAIN CEBU PACIFIC!

    • I have the same experience with Geodiffer.

      It’s so difficult to get help online and phone, been calling 50x and no answer. Charlie the chatbot is useless, been doing over and over again to request a live agent. There is no improvement if Geodiffer have experience this 9 months ago. Very difficult to contact Cebu Pacific Customer Service.

      You cannot find a customer service of Cebu Pacific by online, phone, email, etc.

      VERY POOR CUSTOMER SERVICE

  7. Hello.

    Is there a way for me to go directly to report an issue though I have made the booking using a third party?

    I am an agent and I booked someone and made a mistake typing her last name. I have been inquiring through the agency I am under. I live in Japan and the agency is in the Philippines. It’s been more that 3 weeks that they can’t seem to give me any answer whether it is possible for Cebu Pacific to amend the name. Every time I would email or reply to them, they keep asking me with the same thing; either submit or resubmit a clear copy of the passport, they have forwarded it to Cebu Pacific.

    The client’s flight is approaching. It’s on April 22. And she has been worried, will Cebu Pacific let her fly if the name has not been changed on the part of the agency?

    Thank you.

  8. I am a balikbayan with a U.S passport. While in the Philippines, my husband, who is also a U.S passport holder, and I went on a side trip to Taipei, Taiwan for 5 days. We were checking in for our return flight to Manila, and the representative asked to see our plane ticket for the return flight to the U.S. We told the representative that we do not carry the U.S plane tickets with us.She told us that the Philippine government could send us back to Taiwan. Is this a new policy or your representative needs re training? We have traveled to other asian countries before with different airlines and never encountered this problem.

  9. NoelHobson Reply

    Late January 2019 I attempted to book 2 return domestic flights. I submitted both bookings but after 48 hours no acknowledgement was received by email. I rang the Sydney Australia phone number and my call was handled by Customer Service staff in Manila. Staff reviewed on line bookings but could find no such bookings. I then placed the 2 return domestic bookings overt the phone with staff in Manila Office. These flights were confirmed by Cebu Pacific Airlines. Payment was made via my ANZ Bank Visa Card and payment was confirmed by both Cebu Pacific and my bankers ANZ. Earlier today I received notice from my Bankers ANZ that another payment was paid to Cebu Paciifc on 29.1.2019 of $181.65AUD (or 6,798.28 PhP). The Booking Reference No. HBU2GP (for Mr Wilfredo Almodiente Jr) ($189.38 Php or 7,028.28 Php) and the Booking Reference Number U7EWNR for Noel Hobson ($168.41AUD or 6,294.28 Php) have been confirmed and tickets issued by Cebu Pacific on 30.1.2019 and my Bankers ANZ have paid to the credit of Cebu Pacific the fares requested. It would appear that despite me ringing your Customer Care staff and being advised that there was no on line booking received in your office from me that in fact at least one on line booking was received. I respectfully request that you investigate this matter and arrange to refund the sum of $181.65AUD or 6,798.28 Php back to my Visa Credit Card.

  10. Lydia Namuag Reply

    i wonder if you even read the emails here or the messages here! and i wonder too if you are doing something with regards to clients concerns???? my niece’s baggage was misrouted last saturday her flight was bound to tacloban and her baggage was mistakenly or by negligence on the part pf your CREW the luggage was brought to siargao!!! then she waited in tacloban airport almost 4 hours to know what happened and your staff didn’t even bothered to give them dinner considering the time on that evening! the stuff of the toddler was there in that luggage, like milk and all the things needed! and what did you do? it is only when i get to talk with your staff they told me you will give them 1 thousand pesos? for all the hassle the stress you gave them that moment no amount of money can compensate!!! and you told her to make a letter of complaint etc. only to be replied like it was just a minor thing and asking for apology!!!! is that how you deal with your customers? that you have wronged????unfortunately my niece together with her baby and her mom left almost 10pm in that saturday evening! no dinner and even water given to them! this matter needs preferential attention! you have caused them dispair, stress, even cost them a lot on that evening! Do something about this!!!!

  11. EDISON MARTINEZ Reply

    DEAR CEBU PACIFIC.

    I AM SOO DISAPPOINTED REGARDING MY INTERNATIONAL FLIGHT FROM GENERAL SANTOS CITY PHILIPPINES TO DUBAI INTERNATIONAL AIRPORT LAST NOV. 17, 2018.

    MY BAGGAGE WAS LOST UPON ARRIVAL, THEY CANNOT TRACE WHERE IT WAS LOST EITHER IN GENSAN AIRPORT OR IN NAIA TERMINAL 3 UPON CONNECTING FLIGHT. IVE STAYED IN MANILA FOR 6 HOURS AND I SPECIFICALLY ASKED THE LADY FROM THE COUNTER IN GENSAN THAT I DONT WANT TO FOLLOW UP MY LUGGAGE IN MANILA AND AUTOMATICALLY IT WILL BE TRANSFERRED DIRECTLY TO NEXT FLIGHT TO DUBAI.

    UNTIL NOW THERE IS NO SPECIFIC RESPONSE REGARDING MY LUGAGGE.THEY GAVE COMPENSATION ONLY FOR 20 US DOLLARS PER KG AS PER PROTOCOL.

    BUT PLEASE, YOU GUYS ARE RESPONSIBLE FOR MY LOST BAGGAGE, THE ONLY THING IS THAT THE COST OF THE LUGGAGE IS MORE THAN THE PRICE THAT THEY COMPENSATE.

    MY TRUST AS A PASSENGER WAS LOST AND THIS IS THE FIRST AND THE LAST THAT I WILL RIDE OUR PLANE. I DONT HAVE TRUST ANYMORE YOUR COMPANY.AND THE SAD THING IS THAT I AM NOT THE ONLY VICTIM OF THIS CASE, MORE THAN 5 FILIPINO PASSENGERS WAS LOST THEIR BAGGAGE ON THE SAME FLIGHT.

    I HOPE THAT YOU WILL SEE THIS LETTER. AND PLS TAKE ACTION REGARDING MY CONCERN.

  12. Beatriz C. Tano Reply

    I was booked with the Cebu Pacific Air on October 13, 2018 with booking reference number HF5D4D in which flight from Cebu to Manila was scheduled on October 28, 2018 and back from Manila to Cebu on October 31, 2018.

    Pertinent documents such as Itinerary Receipts, and boarding pass of both flights are necessary as supporting documents for liquidation purposes.

    In this regard, may I respectfully request for the re-issuance of the boarding pass from Manila to Cebu on October 31, 2018 or a certification that I boarded said flight for the latter was damaged by water and cannot be reproduced anymore.

    Your prompt favorable action on this request is earnestly sought.

    Thank you very much. God Bless.

  13. Hi Cebu Pacific, I just have confirmed booking yesterday a round trip from davao to cebu then one of the names I booked was with lacking one letter to his lastname. can you assist me on where to correct or whom should I talk to this matter. Their flight will be on December. Hoping for your advice very soon to help me with this. thank you.

  14. jose salvador Reply

    We had our flight from Ilo-ilo to Davao this morning, July 7, 2018 (5J 347). Upon our arrival at Davao International Airport, we discovered that one of the checked-in luggage was apparently been opened since the Samsonite padlock was already gone. Luckily, no valuable item was inside the luggage. Had there been any, surely it will also be gone.

    Attention Ilo-ilo Cebu-Pacific airport management, watch out for your men and kindly investigate.

  15. Jeremiah Kwok Reply

    Since 11 July, I have been getting some help with insurance claims with the delay in flight 5J806, originally scheduled to leave at 18:40 on 6 July. First it was delayed from 18:40 to 21:10. Then when we were about to board, it was delayed indefinitely and they tried to provide free hotel stay till the next available flight (which was 10:00 the next morning, 7 July). My wife and I had to reach Manila urgently the next morning, so we had no choice but to request for a full refund and find an alternative flight. Frontliners Raza Manahan and Pratap Rai recorded our request (we were first on the list of refunds).

    When I tried doing an online check-in for the return flight (it was a 2-way booking so though we cancelled the flight to Manila, we still had a flight back to Singapore), I initally had problems and decided to message them via FaceBook and eventually had that sorted (incorrect booking reference code on my part).

    On 11 July, I tried looking for all ways to contact Cebu Pacific regarding evidence of the flight delay so that I can use that as proof for my flight insurance if needed – checked out websites and found Cebu Pacific Customer Service (Phone: +65-315-80808 (Singapore)).

    But since Cebu Pacific was so responsive for the return flight issue, I thought why not continue using this channel for my request.

    However, it took them 2 days of exchange before they finally understood what I needed – Certificate of Flight Disruption (COFD) and said they will send it within 7 working days. During that time, they took the iniative to send me the original flight itinerary but they sent it to the wrong email address! Now somoene else has my itinerary! Before they understood that I needed the COFD, they kept directing me to https://beta.cebupacificair.com/Manage/Retrieve, which I kept telling them, it does not have the options that I want.

    Until today, I have not received any email regarding the COFD not anyone contacting me (I left my contact number with them). All I want to do now is to check 2 things – has the COFD being sent and has my refund being processed. The easiest to verify this is to speak to someone directly and have them check my case.

    Finally, I resorted to calling the Singapore Cebu Pacific Customer Service number I found earlier. To my horror, every option is automated – there was no option to speak to a ‘human’ customer service officer! I gave up and continued corresponding via FaceBook Messenger.

    My last few messages to them was sent on Tuesday afternoon, 17 July, but until now, not a single reply and they dare to still claim on FaceBook, ‘Typically replies within a few hours’.

    Come on, where is the service or has that gone down the drain for Cebu Pacific?

    I am usually not easily frustrated but this has really tested me…

    Cebu Pacific, can you please respond to a customer who has never flown on Cebu airline before until this flight? It has been the worst start possible if you want me as a returning customer!

  16. Janelle Fidel Reply

    Hi,

    I would like to ask if the departure time in the ticket is base on the country of departure. Because we book the ticket in the Philippines but the person that will use the ticket is in Dubai, the time of departure in the ticket is 6:15am, is that mean that 6:15am in Dubai time, am I right?

    Thanks in advance. Hoping for any feedback who has experienced the same.

  17. I need to rebook but there is nobody who attended my call on your hotline number. Its like a robot keep repeating. Im sorry but that is how it is.

  18. Mary Jane Guico Reply

    I really don’t like this air lines Cebu Pac!!!
    You have stuff in booking office and she doing a scam. 5 of my friends book a flight going to Palawan. And this girl name “Angelica Santos-Garcia” She Scam 10 thousand pesos from my 5 friend. Now im trying to chat her in fb messenger and she still doing such thing. So i hope this scam thing will stop. They should not tolerate this kind of matter.

  19. M O Donnell Reply

    This complaint is in relation to a 3 month effort to get a refund of a change of flight by Cebu.
    Information
    Booking Reference: OFDDFD
    Flight Number: 5J311
    Flight Date and Time: April 20th 2018, Departing 1:25 am, and Arriving 3:40 am
    Flight Change: April 20th 2018, Departing 2:25 am, and Arriving 4:40 am
    Passengers: Macha Griffith O Donnell and Naseem Nolan
    Flight Cost: 7,076 TWD or € 202.83
    Total Number of Calls Placed by Me: 12 over three months
    DCN Number: 2996893
    Description
    On March 7th I received an email to say there would be a flight change to a flight I had booked for myself and my friend from Taipei to Manila. In the email I was given the options of a rebook or reroute or full refund. I then contacted your customer care team requesting the full refund, and was told that, had been processed and I should expect the refund onto my booking card within 10 working days.
    However no such refund was received into my bank account, so I rang your customer care team again on April 6th 2018. I was told on this call there had been a problem, and that I would have to wait a further month to receiver my refund. The issue the representative mentioned was never explained. So stupidly I trusted the representative and gave you a month before I contacted you again.
    On May 1st I called after receiving no refund, On this call I was told that in fact there had be no problem on your end and that Cebu had processed the refund on March 12thand it was my bank that had been the issue. This was alarming as on the April 6th call the representative had told me to wait a month, when it was clear that there would be no refund. Can you explain why there was this confusion that delayed this process by a month?
    On this call I was I was first told about a DCN number, something which I have never heard of. I was told that in order to understand and get my refund, the Customer Care Representative would have to request a DCN number from a different department, so I could give this number to my bank and they could resolve the issue. The Rep told me that it would take between 24 hours to 48 hours to receive this number. Again I obligingly took the information I was given and trusted Cebu.
    However I thought it was best to check with my bank about the DCN number to be sure, after speaking with my Bank in Ireland, I was told after much investigation that they had never heard of the use of a DCN number. They also stated that if a refund had failed to enter my account then the money would have returned to Cebu.
    I became very alarmed and worried after this call with my bank so I called Cebu again on the 2nd of May. Again the representative who still had not received the DCN number, was emphatic that I would need the DCN number to get my refund as without it there would be nothing they could do. This was very frustrating and worrying.
    As I was traveling I was not able to contact Cebu until the 11th of May which I thought it would allow for ample time to receive the DCN number. I was wrong. Upon calling Cebu I discovered that even though I had given 216 hours instead of the 48 hours I was told to wait. Cebu still did not have my DCN number. At this point I was furious; I requested to speak with a manager. I was left on the phone for 1 hour without ever getting to speak to one. I called back a little later on the same day and was told that there were no managers available, which is an absolute disgrace. I also found it very strange on this call when the representative said the payment had been made with a visa card. This is simply not true and easily verified by my own bank statements. The payment was made through a master card. So either Cebu’s staff is incompetent, lying, or you have the wrong information. All of which are a totally inexcusable. I was close to tears on this call and felt I was getting nowhere with your staff so I hung up.
    Finally on May 29th I called and received my DCN number. I rang my bank with the information and was told again that there was nothing they could do, as they never heard of and didn’t understand what a DCN number is. With this information I called Cebu again. Explaining to your rep that my bank had no understanding of DCN numbers, your representative said it was impossible that my bank would not know. I explained that I was in situation where there was nothing I could do. I pleaded asking if there was any other way to get my refund and I was told no, and the regurgitated information on DCN numbers.
    I have no idea what to do. Your company has in place a system that does not look after its customers. I have never ever experienced anything like this. I had spent an exorbitant amount of money on phone calls, because you do not allow for call backs or emails. I do not understand how a international airlines customer care centre cannot send external emails. Simply again you are withholding 7076 TWD from me. My whole experience with Cebu has been terrible and there is no apology that will fix it. All I want is my refund and to never have to contact you or use your services again. I want this issue resolved by Friday 1st of June, because I am sure will agree that I have waited long enough. If I do not hear from you, I will begin legal action. I have also been in contact with The Aviation Consumer Protection Division (ACPD).

  20. CIELITO V BALAGON Reply

    Dear customer care,

    Good day!

    Kindly send to me the Official Receipt bearing Transaction ID Number 174913159 dtd. Mar. 21/18 for my reimbursement claim purposes with the company thru my email add below. Kindly send the O.R. the soonest possible time. Would highly appreciate your favorable consideration and reply. Thank you very much.

    Best regards!

  21. Russell Reardon Reply

    I can’t buy a ticket with your airline using my Thai debit card. I have tried several times only to get to the payment and then it just doesn’t go through! I can use this same card to purchase from Philippines Air so I cannot understand why it doesn’t work with you.
    Unfortunately there is no one to contact here in Bangkok

  22. Hi,

    Please assist me in my complaint regarding booking reference ACSENJ. Your agent in messenger told me that I can see the conversion of KWN to PHP and have an option what currency to be used when I reach the payment page. So I tried to check it and upon the last page where you will enter the OTP, I didn’t enter the OTP received since I know that it will proceed when I input the otp. After a minute, without entering the otp, the booking was confirmed and proceeded and the bank texted me that my account has been deducted for the cebupac.

    I need to refund the amount because this is unauthorized transaction. I was advised by your customer service to send an email to you. Please check your system because i think that there was a system glitched. You should also check whether I really inputted the otp because I am 100% sure that i didn’t but you proceeded the booking. If there is, provide me the code so there’s a proof.

    Thank you and hoping for your soonest reply.

  23. roberto fernandez Reply

    hello customer service of Cebu pacific
    today March 13, 2018 at 8:30pm canda time) I booked online flight manila to legazpi for sept. 8, 2018 at 4:55pm departure time and returning back to manila on sept. 24, 2018 departure time at 2pm. its my first time booking online without using expedia.ca so I thought you are going to e-mail me my confirmation flight number.i paid with my credit card. please confirm my flight by sending it thru my e-mail.

  24. Bob Leroy Weber Reply

    I arrive in Manila March 15th at 5:35 a.m.. I have a dog that needs to go into a cargo plane, I want to accompany her as well. What flights are available for me. And yes I have all the proper documents for travel. I want to go from Manila to Cagayan De Oro, where my fiancee is waiting.

  25. We have a problem with the credit of booking: S9GLTI! We come from Switzerland and spend three weeks in the Philippines. We make a round trip and start on April 21, 18 from Manila to Legaspi (Cebu Air) and then the flight DG 6207 would have been perfect on 28.April.18! Now this flight was canceled! So this is not our fault but from Cebu Air! But we urgently need to be in Cebu in the afternoon of 28.04.2018 because we have booked a ferry and it is not waiting for us. We now have to find another way to Cebu which is also pleasant for our three children.

  26. Hi Cebu Pacifi!

    I booked a flight 5months ago but for some personal reasons we cannot take the flight schedule on the booking date. So a called up the your customer service to assist me in re booking my ticket, and I was shocked to know the price difference. I will be paying the rebooking fee for 2 ways plus the value of the roundtrip fare. I will have to pay more than what I purchased ticket.
    Why is your company like that we didn’t even used the fare for that flight… and the rebooking fee is to muc.

    Other airlines can rebook the flight with no charge, other may charge but not that too high..

    Its like paying for the Roundtrip fare plus other charges..
    That’s not customer satisfaction!

    OVERPRICED FARE !!!! Don’t sale promos & charged your loss to others..

    VERY DISAPPOINTED WITH YOUR SERVICE….

  27. Ofelia German Reply

    This is regarding our flight with Ref No. T8I7HV Manila to Incheon on Dec. 11, 2017. It was originally scheduled at 3:10PM but was advised on Aug. 30, 2017 that the flight will be changed to 5:10PM. However, on the day of our flight, Dec. 11, 2017, we were again advised of the flight changes from 5:10PM to 11:00PM and will arrive at Incheon at 4:30AM the following day. Please be informed that we have hotel booking from Dec. 11, 2017 and a paid tour in the morning. We can no longer request for refund for this since the cancellation should be made 7 days prior. We accepted the flight changes because we have no other choice but we want to inform you of the inconveniences it caused and cost us.

    Thank you and I hope this will be given a consideration.

  28. John G Hill Reply

    Cebu Pacific cancelled my flight tonight at 19:43 5J242, ILO – HKG, 23:05 -01:35.
    Feedback for management:
    1) Your GETGO Web site did not allow me to rebook my flight. I expect its due to 4 hour limitation to change flight.
    Suggest you work with Technology Department on releasing the 4 hr lockout when Cebu Pac Cancels flight so at least GETGO members can rebook flight due to Cebu Pacific’s cancellation.

    2) Experience on Call Centre change of flight terrible.
    -Made call took x3 attempts to make a connection with good voice quality and twice call dropped out. I expect your Call Centre has some problems with incoming trunk lines.
    -When I finally got a call with good voice quality that did not cut out it took 15-20 minutes to change flight and in the end it’s not confirmed due to the fact that tonight’s flight is direct. I have to be in HKG by Tuesday meaning only flights available now are through MNL. The agent after taking 15 minutes notified me that “special authorisation” is required and we now have to wait 3-4 hours to confirm change.

    This is not how to run an airline or any business involving customer service.

    – Also, the agent was not able to give me a ticket, reference, call or transaction ID for my call. Again, not professional or customer oriented.

  29. W. P. Gonzalez, Jr. Reply

    My daughter booked a (promo) flight to Bangkok and back to Manila with a friend in 2018. She will, however, not be flying back as scheduled. Can she, however, use the return flight for some of her baggages which she wants to send back. Her friend will be overseeing the checking-in and claiming of the said baggages. Can this be done?

  30. Rialyn Valderama Reply

    Good evening Cebu Pacific. May I ask on how to add a baggage to my confirmed flight this coming last week of october? I already follow your instructions yet I cant add an additional baggage. Could this be possible? Thank you for immediate response.

  31. This new system (getgo) of Cebu pacific is CRAP. You cant do anything unless you log in. And when you do log in they server cant find your details. I have wrote down my password and username so there was no mistake. I even called customer service, and confirmed that i have the correct email. agent said to send me a link to make a new password, and guess what? no link.
    It would not have mattered but I cannot buy additional luggage allowance without logging in.
    They should not have upgraded if it will only cause trouble. Crappy!

  32. Cynthia P Balleza Reply

    I went online to book a flight and wanted to add 70 kgs of extra baggage (MLA-ILO)flight but I could not go through adding the extra baggage . When it was time to confirm and pay , it was not included in the total amount . What was included was the extra meals and premium seats . I do not want to click the PAY NOW as I did not see if I can still add on the extra baggage after clicking . PLEASE HELP !

  33. Elizabeth B. Cabaya Reply

    Dear Cebu Pacific,

    Hi!

    I can not log in my account in Cebu pacific website. I called your customer service hotline 702-0888 but they can not help me. I believe my Get Go account is different from the account I log in to book flights. It is where I view all my bookings. This is what appear when I tried to log in:
    ERROR [1215: AgentLocked] You’ve exceeded the maximum allowable login attempts. Please reset your password.
    I also tried “forget password” but did not work.
    I hope to hear from you soon
    Thank you

    • Hi. Currently, I am having the same issue as yours. I have trouble logging into my GetGo account,and what makes it worst is that I have not printed the itinerary for my flight (though I have with me the important details of the flight). I am so worried sick. However, I would like to ask if there is any chance that the Phil. airport would allow me to enter the airport and take the flight without the printed paper? I am hoping to hear from you soonest!

  34. Harley Davidson Regua Reply

    I booked a flight in cebupac and it was already confirmed. Cancellation of it is not allowed because it is a promo flight. I tried to cancel it and change the flight, but I didn’t confirm it. The next few days, I checked my itinerary online and it is already a cancelled flight. I want to retrieve my flight. I’m expecting a response. Thank you.

  35. DR. SERGIO M. ALO III Reply

    Cebu Pacific Management is becoming very poor! Even foreign guests are complaining. Even your free 15 kilos check in baggage had removed and maintained a not too important 7 kilos free hand carry bag. Cebu Pacific thinks that their customers are too dumb. Service are obviously becoming customer unfriendly. I wanted to have a early flight this morning, they requested me to wait for 3 hours giving hope that there will vacant available seats and when I returned your very unprofessional, uneducated, very inefficient lady employee argued with that not to expect much!!! I suggested that she should not tell customers not to expect when she required to wait for 3 hours. If there no sure vacant seats then they should inform customers not anymore to wait. With her very poor comprehension she still argued and insisted that she is right!!! I HAVE DECIDED NOT ANY MORE TO TRAVEL WITH CEBU PACIFIC AND DECIDED TO HAVE THIS PUBLISHED. I WILL TRANSFER TO PHILIPPINE AIRLINES. and she told me “sige Sir transfer nalang”. Very ignorant indeed!!! Giving customers to another airline than keeping them to fly with Cebu Pacific. She did not apologize!!!

  36. My sister booked a flight on November 2016 for hongkong for May 2017 flight sched. however she got married on February 2017 and her passport was change using the last name of her husband. do she need to change the ticket, since the name appearing on the ticket is her maiden name?
    how?

  37. I booked my daughters ticket as unaccompanied but later on I rebooked her father’s ticket and she’ll fly with the adult. I was advised when i called the customer care to send a request letter of refund but I lost the email add. Could it be possible you can provide an email add?
    Thanks

  38. Manuel Almendras Reply

    I hope you can do something with my problem. We really need my luggage coz the medicines of my child is in it.this is the first time it happened to us. During check in i always remind the check in counter to assure that our luggage will be safe. They always say its in good hands. How come we lost our luggage if its in good hands?

  39. Mr Rolando Balo Reply

    Sir,

    I was booked on Cebu Pacific Airways for flight 5J 678
    dep 20H25 Manila/Shanghai last Nov 30 and the flight was cancelled and we only departed Manila 06h00 Dec 01
    Due to this flight schedule cancellation, I had missed my connecting flight to Paris at 10h00 Dec 01.
    So I need a certification from Cebu Pacific Airways stating the original flight departure time in Manila (20h25 Nov 30) and the new flight departure at (06H00 Dec 01, in order I will be reimburse by my insurance, for my new air ticket expenses a one way flight portion from Shanghai to Paris. I really need your help and urgent action for this request. Looking forward to hear from you soonest possible. Thank you

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