Cebupacificair Omdömen 

Nie wieder mit diesem Airline fliegen. Kein Wasser am Flug und Telefon Service null. Nur mit ein bot kommunizieren.

23/5 Update - 4 months and still being given the run around (although they finally agreed a settlement) no compensation received as yet!!!

Off-loaded our luggage due to aircraft weight. Delivered 2 days later without any notice or communication from them. Filed PIR reports and given the run around for 2 months now avoiding paying the regulated compensation. We had 6 internal flights with them, everyone re-scheduled or cancelled. 1 flight heavily delayed. Will definitely NOT use this terrible air carrier again. Avoid like the plague!!!!

Good evening,

I am writing to provide feedback regarding my flight, 5J616, from Tagbilaran to Manila - today, April 9, 2026.

First, I would like to commend the pilot and crew for ensuring a safe flight, which I sincerely appreciate. However, I would like to raise a significant concern regarding passenger comfort during the journey.

Despite the pilot’s announcement emphasizing both safety and comfort, the cabin conditions were extremely uncomfortable due to the apparent lack of air conditioning for approximately 44 minutes (1745 - 1829). The heat inside the aircraft was quite distressing, especially given the current summer temperatures.

While I understand that the cockpit environment is maintained at a controlled temperature for operational and safety reasons, it was difficult as a passenger to endure the situation knowing that those in the cabin—paying customers—were experiencing significant discomfort for an extended period. Passenger comfort is an essential part of the travel experience and should be given due consideration.

During this time, many passengers—including an infant—were visibly distressed. There were individuals coughing, and several passengers resorted to using paper to fan themselves due to the heat. The overall experience was both uncomfortable and concerning.

As a paying customer, I would appreciate clarification on whether this situation is part of standard operating procedures or an isolated incident. Understanding your policy on cabin temperature management during boarding and taxiing would be helpful.

I had intended to speak directly with the pilot upon arrival; however, the cockpit remained closed, so I am directing my concern to your office instead.

I trust that Cebu Pacific values its passengers’ well-being and comfort, and I hope this matter will be reviewed to prevent similar experiences in the future.

Thank you for your time and attention. I look forward to your response.

Respectfully,

Jean Hizon

I have tried to arrange a simple name change through this company, 4 weeks on and they can't give an update. No official complaints procedure so no customer back up or support. Avoid if possible.

Bought a ticket in December 2025 and Cebu Pacific cancelled the flight. The airline has refused to refund the purchase price. Avoid this airline

Paid double for my luggage. Bought extra luggage (20KG) each. 4 months prior to the flight. But there was no checked-in luggage found. Showed the staff proof of the extra bought luggage add-on, still had to pay…

I had a very disappointing experience with Cebu Pacific Air. There were no staff available at the counter to assist passengers, which caused confusion and frustration. The flight also appeared to depart earlier than the scheduled time, without proper coordination or clear announcements.

In addition, the online check-in system was not working, making the situation even more stressful. When I needed assistance, customer service was unhelpful and did not offer any solution, including rebooking options.

Overall, the experience felt disorganized and poorly managed. As a paying customer, I expected better service and support. Unfortunately, I cannot recommend this airline based on my experience. Not even deserve for a one star! Shame on you

Unethical customer support practices, booked us the wrong date and then tried to get us to pay for the change. Chat transcript proved it was their own mistake. Asked them to just cancel and of course they won't. I have never had a worse number of experiences with another airline anywhere else in the world.

I know many people who have bad experiences write these so here I am! Clark to Cebu - 1 hr late. Manila to Sydney (transfer Cebu to Manila) - stressed we wouldnt make it as the bags that we had to recheck in took 45 mins to get to us and we only had 2 hrs inbetween. No one was sure of the process either! But the whole process was insane. Already late and they opened our main luggage to check, then we went through with carry ons after tipping out water. Refilled then got to boarding gate and they made us tip out water again with no way to refill. I thought ok they’ll give us water on the plane as it’s an 8hr flight. NO! They make you buy it - they don’t care if you have nothing for 8 hrs to drink. They don’t accept Aussie dollars or wise card. PHP (which we had spent) or credit card. It was freezing overnight - I had to put my hand bag on me and my husband his backpack - they didn’t care at all - no blankets or pillows like Singapore airlines. Then we were stuck on the runway for 45 mins - they wouldn’t let anyone go to the toilet - fricking nazis. My tummy had issues - had to go 3 times at airport. There is no way anyone should fly this aircraft. Singapore airlines was 1000 times better and I haven’t even picked on zero entertainment with Cebu and yes screaming toddler all night. It was an awful experience and I’ve been on many flights. If this is all Philippines have to get back to Sydney - I’m never visiting again

Never again.

Philippines Domestic flight cancelled completely the day before. No alternative flight offered so I could be in Manila for international connection. 2 hours wasted online helpdesk.

Refund was the low price ticket paid 4 months in advance. Replacement ticket with PAL 18 hours before departure was 4 times the refund given. Completely out of pocket and CP couldn’t give a sh*t.

2 hours after booking the useless help desk emailed to say the flight was back on. The next day when I was on PAL I could see CP did not fly.

Utterly unprofessional and unreliable.

We had a very frustrating experience with this airline. During booking, we encountered a system glitch, and there was no accessible way to contact customer service by phone. We reached out through chat support to request a reschedule, but instead of receiving any courtesy adjustment, we were required to pay a fare difference.

To make matters worse, the representative rebooked us on the wrong date, and we were then asked to pay another fare difference to correct the mistake. This lack of accountability and poor customer support is extremely disappointing.

Based on this experience, we will not be using this airline again.

I've flown (or attempted to fly) Cebu Pacific many times. Seldom a good experence! Impossible to communicate, don't follow their own policies, etc. Once on the plane, no problem. But getting on the plane is a huge problem.

From now on, I'll not fly them unless I have no other choice.

I recently had 3 flights booked in Feb between Cebu-Siargao-Davao and ending in Manila!

Unfortunately I had a blocked ear issue and was instructed not to fly by an ENT specialist in Cebu forcing me to lose all 3 flights!

I contacted Cebu customer service and dealt with an individual name "Dimple" I submitted a med cert and was thankfully refunded for all 3 flights!

Absolutely wonderful customer service and I would not hesitate on flying with or recommending you again!!

Thanks

Martin Don

I strongly recommend NOT booking with Cebu Pacific. My experience has been incredibly stressful. Of the four flights booked, two were canceled and another was rebooked at the last minute. This has caused constant stress while planning our trip. Their unreliability and poor planning make them a very risky option if you have a tight schedule. Save yourself the trouble and book with another airline.

First, adds on charges on the website was extortion inflight meal from Dubai to Mnl. Meal 50AED but in another it was only 320 pesos, and charged me twice, why!?. No entertainment for 8 hrs flight, no blankets, what a joke. Never again.! I tried to cancel my meal booking with in 30 mins making the meal booking and I was not allowed,and will still be charge for it. No customer services whatsoever to speak to but a robot , who is doing a good job as a Robot, unhelpful.
If you have self respect, do not use this airline. Just like the country, corrupt!.

What a horrible airline. They are cheap for a reason. Mediocre cabin crew, delays, horrible ground experience. For a low cost airline they seriously have a lot of nonsense going on. Checking in takes ages, in Bangkok, passengers were told to line up for boarding, school style, only to be told 20 minutes we must sit down, flight not ready, only to be told again 5 minutes later to line up again. Don't let the passive aggresive little smiles fool you.

Historically, my experiences with Cebu has been dreadful, and I have been very quick to voice my criticism of cebu on Trustpilot.
I temporarily lost the use of my left leg due to a ferry accident between Iloilo and Cebu and I was genuinely scared of how I was going to catch my flight and conecting flights out of Philippines to Kuala Lumpur with Cebu Pacific . In that vein, I'd really like to say a big thank you for the assistance I was given in priority boarding with a wheelchair, a big thankyou to all the Cebu Pacific airport porters who made this process so much less stressful.

I tried to cancel my flight after my partners airline cancelled her flight due to the closed airspace above the Middle East.

I didn't want a refund, just the flight cancelled so I could claim from my travel insurance. The company would not let me.

I paid for extra legroom seats and never received them. At 6'3", I was crammed into a standard seat for the entire flight, in serious discomfort and with absolutely no consideration shown for what I had actually paid for. It is completely unacceptable to charge passengers for a premium service and then fail to deliver it.
I have requested a refund and have been given nothing but endless run-around responses from bots and so-called “live agents” who clearly have no intention of resolving the issue. The customer service is beyond useless — it feels deliberately obstructive.
Charging customers for something you do not provide is not a “mistake” — it’s daylight robbery. Based on my experience with Cebu Pacific, I strongly advise anyone to avoid this airline entirely. You cannot book with confidence knowing they will happily take your money and then leave you stranded when they fail to deliver what you paid for.Never again will i ever trust this airline.

Absolutely brutal company. I probably will not come back to the Philippines and spend money on their tourism because the taste of Cebu pacific is so bad. We are probably some of the only people who payed for checked bags on the flight. We were slightly over (our fault) fine we paid that’s on us. Get to boarding and we start getting attacked about checking our carry ons for weight claiming we have “too many bags” even though me and my wife had smaller bags that were going into our carry ons. The whole time this is going on not a single person who wasn’t a tourist was getting checked for “over weight” yet we paid for checked and paid extra. I also have this on video. Are yelling at the women she decided not to charges for fun I guess? Get on the plane many seats are empty. My assumption is that they’re told to check tourists “for overweight” and charge tourists anywhere they can to make up for the empty seats. It’s a very scummy way of doing business and as paying customers I shouldn’t have to be arguing with multiple people from this company at 5am on a vacation when I gladly paid before hand. Garbage company and they should be ashamed of themselves. Will not come back to the Philippines.