3 Jun, 2019 → by ClaimboUser905093
booking and flights

1

Hi Cebu Pacific, I am very disappointed with the service I got with Cebu Pacific while in vacations in the Philippines. Although it was only a half an hour flight, we lost a whole day just going from Manilla to Cebu and on the way back we had to cancel the flight because you moved it 7 hours ahead without any notice in useful time. On the 24th April our flight was scheduled to leave from Manila at 4.15pm and when we arrived the airport was a total chaos with many delays and cancellations. We did not receive any notice that there were disturbances in the flights. We only departed from Manilla airport at 6.30pm and we arrived in Cebu at 8pm (when we were supposed to arrive at 5.50pm). It's unconceivable that and hour an half flight takes up a whole day in 2 week vacation… But I would be ok if it was only that… In the meantime, we had scheduled another flight to return to Manila on the 4th May at 0.30am. As we knew that there were disturbances (not by any Cebu Pacific notification), we were paying attention to the app and website, so that we could make sure we could return to manila and get our flight back to Lisbon. That's when on the 25 April I get a notification that "there was an unauthorized access to a GetGo application server which has now been secured" and that "all GetGo online channels will be unavailable". So, at this point may data was not safe and I was not able to check if my flight on the 3rd would be ok. Ny the way, I need an update on this point and I will need a confirmation that all may data is erased after my refund (more details explained below). I contacted Cebu Pacific helpdesk in April 26 (Customer Care Reference Number: 3024939) trying to understand if everything was ok with my flight and reservation. They answered only 2 days after saying that the reservation was ok but not referring to any flight. Again, I asked for the specific flight on the 4th May at 0.30am (since the reservation reference was the same than the one on our previous flight - DDNLSZ) and I only got an answer from the help desk on the 1st May at 1:48 PM (more details explained below). In the meantime, on the 1st May, first thing in the morning, as I knew that the check in was now available, I got into my Cebu Pacific web account to check the status. I was deeply surprised when I got in to my account on the website and was finally able to see that my flight had been moved from 0:30 am to 6.00am (4th May). Again, no previous notification. And I asked the helpdesk. And I only receive an email giving me notice on this change on 2nd May at 9:54 AM. Considering that our flight back to Lisbon was at 7.15 am in Manila on the 4th May, this 6am flight from Cebu to Manila was definably not an option for us. I tried to change to a previous flight but there were no options, so I just gave up and cancelled and asked refund. I had to schedule a whole new fight with other air company for 2 people, with only 2 days in advance, that costed double that we had previously booked with Cebu Pacific. Our flight with Cebu Pacific was 116€, and the new one costed us twice as that. And by the way, we did not get a refund yet. And it passed already one month since the cancelation. I will neeed a status update on that also. After having all sorted out (old flight cancelled, new flight booked in other company) I finally get an email back from the helpdesk (at 1st May 1.48pm) saying that they noticed the flight I was asking about was already cancelled and asked for refund (big help!! :S ). And I only get a notice from Cebu pacific saying that our flight was moved (at this point it there was no flight in my booking anymore…) on the 2nd may at 9.54am.
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