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Cebu Pacific’s failure isn’t in the software, it’s on the phone

April 22nd, 2008 · 31 Comments

In the ensuing comments in my previous post, Cebu Pacific’s monumental failure: A new online reservation system, several people questioned why I appeared to be singling out Navitaire and its online reservation system SkySales in the current Cebu Pacific brouhaha.

I gave thought to this after reading Aileen’s post on how she lost money because of Cebu Pacific:

I booked 4 members of my family for a trip to Jakarta. Because of the new policies of DSWD and the long time it takes to get documents from NSO I was not able to obtain a travel clearance for my son despite all the efforts I put in it. In short, I had to cancel his ticket.

Unfortunately the time I had to cancel the ticket was the time that Cebu Pacific decided to upgrade (a.k.a. mess up) their system and my calls and emails were left unanswered. I was also advised that it would take more than half a day if I went to their office as it was jampacked like a rock concert. I cannot stand crowds and hey I’m a very busy person, I cannot take half a day out just to cancel a ticket. Besides what are customer hotlines and emails for if you cannot call and seek assistance through these channels?[An Apple A Day]

While the failure coincided with the transition to the new system, I might have been a little harsh on Navitaire, as it appears that some other changes were taking place which caused the swamping of Cebu Pacific ticketing offices at the time. This was confirmed by an email sent to I-NAV Travel & Tours:

17 MARCH 2008

TO : ALL SUB – AGENTS

FROM : [omitted]

SUBJECT : MANUAL TICKETS

Please be informed, effective 01 April 2008, the new system, New Skies by Navitaire will no longer accept manual tickets and these will be purged from the Cebu Pacific system. All unused manual tickets shall be surrendered to Supersonic Services Inc., and all issuance beyond 01 April 2008 shall be considered as unauthorized and the corresponding penalties shall be imposed on violators.

Please be advised, likewise, Cebu Pacific will be pulling out from the BSP and IATA agents will be no longer be able to issue BSP tickets.

Agents that do not have the new system, Navitaire, installed in their offices, may continue to transact business for Domestic and International tickets thru Supersonic Services Inc.

Clearly, not only was there a software change, but a simultaneous process change scheduled for April 1, 2008.

Around March 30, Cebu Pacific issued an advisory in their website that their online booking system would be taken down until noon of April 1.

What happened on April 1 was telling, as experienced by Melynn and her partner travel agencies. Nobody was answering the phones at Cebu Pacific. This was particularly disastrous because travel agencies which were not connected to Cebu Pacific’s system either had to use the call centers or the ticketing offices. Everyone, including online customers, were also supposed to use the call centers to rebook and cancel flights, or request for refunds (like Aileen did).

Since nobody could call, everyone showed up in the ticketing offices. Disaster struck, and it appears that it has not yet shown signs of abating.

I still stand by my observation that the confusing way by which SkySales handles credit card payments is a major flaw that has to be changed, or at least made more clear. However, I now believe that SkySales or New Skies is not the weakest link in this Cebu Pacific saga.

The weakest link was the sudden, eerie crash of Cebu Pacific’s call center services.

As of writing it still takes an average of 45 minutes wait before a human would answer your call to Cebu Pacific. The problem is exacerbated by the confusion caused by the disambiguation of reservation and payment, with people wanting to know why their payments are still pending after a few days, or why existing confirmed and paid reservations appearing and disappearing from the system intermittently, or wanting to cancel their transactions completely.

We could only speculate as to what really is happening in Cebu Pacific, but right now the following mistakes are clear:

  • A change of software was made simultaneous to a change in workflow/processes. This is almost inevitable, but can usually be compensated with vigilant customer support
  • Call center services were taken down/became inefficient just when they were needed most
  • Customer service emails were also being ignored (as per Aileen)
  • No additional personnel have been delegated to ticketing offices despite weeks of backlogs and being swamped by customers
  • Perhaps mitigation steps have been taken but seriously, none of them are working

It is an understatement to say that Cebu Pacific has some people problems in its organization, especially in terms of handling its customers and customer feedback systems, namely, the call centers and emails. I really hope Cebu Pacific would be able to resolve all these problems, and that Navitaire can help them expedite the resolution of any technical issues they still have.

So my previous statement still stands: avoid Cebu Pacific for now. We’re gonna tell you when Cebu Pacific’s human agents are able to answer promptly again.

Tags: Teknolohiya · Transportasyon · Turismo

31 responses so far ↓

  • 1 .NET @ Kape Ni LaTtEX » Blog Archive » Cebu Pacific’s monumental failure: A new online reservation system // Apr 22, 2008 at 10:47 pm

    [...] UPDATE: I posted a second installment to this saga, “Cebu Pacific’s failure isn’t in the software, it’s on the phone”. [...]

  • 2 Nick Nichols // Apr 23, 2008 at 9:33 am

    Nice post. Nice efforts you’re making. This is what competition is all about – and customer self-publishing is critical to the process.

    I expect Cebu Pacific to be an even better airline in the future because of this. (Well, I can hope)

    PAL would indeed be dysfunctional if they didn’t take advantage of this 1 or 2 week period and massively increase their customer service staff – both phone and ticket offices – just temporarily, to grab new customers.

    Horray for the internet. We have a voice (and all that other cluetrain-y stuff)

  • 3 Aileen Apolo // Apr 23, 2008 at 1:02 pm

    True… I am definitely avoiding Cebu Pacific until they resolve this matter. I am aghast at how they seem to be IGNORING customer requests even via email. I have not to this date received a single reply from them. My money may seem to be a paltry sum to others, but PhP6,000 IS PhP6,000. With that amount of money I could already book roundtrip tickets (for two) to my favorite local destination. As a consumer I believe I should not have been made to suffer such a loss. They should PAY ME BACK!

  • 4 Ang Kape Ni LaTtEX » Blog Archive » Cebu Pacific’s monumental failure: A new online reservation system // Apr 23, 2008 at 2:44 pm

    [...] UPDATE: Due to the shortcomings of this initial post, I wrote a follow-up post entitled Cebu Pacific’s failure isn’t in the software, it’s on the phone. [...]

  • 5 Ryan Garaygay // Apr 23, 2008 at 6:09 pm

    It’s amazing how even big companies run into these kind of failures. It could also be possible that they’ve estimated the effects of these operations and see call center and online reservations (and maybe IT in general) as merely enhancements rather than a core factor in their business. I could be wrong of course since even before their ticket offices are always queuing long lines so there must be something seriously wrong with their process with or without the call center/online reservation.

    I’ve been a supporter of cebu pacific (being on time, cheaper i think) and their online reservations (old one) but if I need to fly somewhere I’ll definitely avoid them.

    Thanks for all the info.

  • 6 Sidney // Apr 24, 2008 at 2:23 pm

    I booked several tickets online with Cebu Pacific with their old system. I was surprised it was that easy and that convenient. I tried to do the same with PAL and found that their online booking system was less easy to handle.
    I thought that was one reason why Cebu Pacific was so successful aside from their competitive fares.

    I can’t understand that they change an outstanding online booking system for one that seems to be bad.
    Honestly I didn’t booked anything with their new system and as per your advice I will wait a bit.

  • 7 Ice // Apr 25, 2008 at 3:26 pm

    We personally experienced Cebu Pac’s crappy procedures just yesterday, Apr 25 when we were instructed by our ever accommodating contact for the GROUP BOOKING to claim our tickets at their ticketing office in Robinsons Galleria. (1st comment – having a group booking division should have made group booking easier and hassle-free. Note: We have FULLY PAID our tickets and yet we had to travel from Makati to Ortigas to MANUALLY claim our tickets!) I even consulted our ever accommodating contact if we could claim it somewhere nearer Makati but she just gave us a heads up that this is the normal process . a.k.a to spend time to travel and line up just to get your service done. On my mind, i recalled when i had to rebook my flight in PAL and it wasn’t that bad so i wasn’t that concerned about the queues. But when we got to the ticketing office at around 10.15 am (the office opens up at 10am), the office was jammed pack already! We got our number and was shocked that we were already 499 and they’re currently serving 452! So we waited patiently until 1.30pm to get our turn at the counter (for which you have to stand up as there are no available seats for the customers). I told the attendant that we’re here to claim our tickets and told her my name/group which we used to coordinate with the Group Booking. She asked me for a confirmation/reservation number – I told her we weren’t given any and our ever accommodating contact from Group Booking told us (minutes before we go to the ticketing office) that she has endorsed already it to the ticketing office and we only had to mention our name/group. After hearing that, the front desk attendant disappeared for more than 30 minutes! (2nd comment – when you have to put your customer on hold, DON’T JUST DISAPPEAR, that is soooo impolite! Tell them at least what to expect). So after standing and wasting another 30 minutes, she returned and told me that the Treasury Department has not yet confirmed our payment yet and they can’t process the tickets until they get the confirmation from Treasury (3rd comment- How complicated is treasury’s job#$$%@#$?! We fully paid in cash through bank deposit a week ago.) So we still had to wait…. And she would still disappear from our sight every now and then.. Finally when she got back, here’s what she told us (btw, this is the best part) – “Ma’am kse hindi pa rin po nacoconfirm ng Treasury yung payment, kung gusto niyo po i-email n lng sa inyo un tickets.”

    It’s already 3pm in the afternoon and having an empty stomach, feet cramps and migraine, all i could think of was how to file a complaint about what CebuPacific has wasted my day

    Trivia: Obviously, I wasn’t the only one who was pissed off by Cebu Pac’s crap that day. Also in line with me in another counter was a woman in the mid-30s I think who was complaining about why she had to fall in line and wait for hours just to get a print out of her ticket which he had bought online and had error in the printing so she had to go the ticket office. She was really shouting at the pitiful front desk attendant who could only tell her that she’ll just email it to her. When she asked the attendant when she could email, the attendant could only answer “ I don’t know (I think it has something to do with the system’s bug). So the customer even got angrier and I could really recall how she delivered something along these lines – “You’re only after the sales, you can’t even assure that you can deliver the service you promised” – PRECISELY!

  • 8 gammapolaris // Apr 25, 2008 at 4:12 pm

    mga tsong! boycott na natin itong navitaire at cebu pacific! hehehehe.

    start na tayo ng campaign.

    sabi nung isa…
    “hindi ako taga navitaire pare… sinasabi ko lang na wag mo na palakihin kasi may mga kaibigan ako dun. ewan ko lang kung sino nagsabi nian. pero hindi ko naisip na pagbabanta yan. basahin mo lang ng maigi at wag mo isara yung isip mo na pagbabanta yan… hindi yan pagbabanta, pabirong sabi yan na tumigil ka na! emphasis lang yun!”

    so they do death threats to put “emphasis” on their messages… i don’t need to tell you that this is wrong.

    i say we boycott them.

  • 9 Cebu Pacific’s monumental failure: A new online reservation system « Reklamador’s reklamo // Apr 25, 2008 at 5:13 pm

    [...] UPDATE: Due to the shortcomings of this initial post, I wrote a follow-up post entitled Cebu Pacific’s failure isn’t in the software, it’s on the phone. [...]

  • 10 Jon Limjap // Apr 25, 2008 at 7:14 pm

    Ice,

    Truly, truly terrible service.

    I was witness to the stark difference their service has with that of PAL, with me and my wife obtaining the tickets we bought with PAL’s buy-one take two promo last Thursday. Even if we waited for almost 1.5 hours, at least we were seated in comfortable couches, and the aircon was nice. There were easily more than a hundred people there, but at any given time there are at least 12 counters that are open — unlike Cebu Pacific’s normal 3 counters. Priority was given to Mabuhay Miles holders — but I could understand that. That extra service came at a cost.

    I could only imagine the plight of the customer attendants of Cebu Pac. Given the kinds of crowds that they are subjected to in any given day for the past month, I’m sure their morale is very, very low, leading to more mistakes and making it easier for them to diss customers out of frustration. Of course this is not an excuse, but just to underscore the fact that one disaster will lead to another if unmitigated.

    gammapolaris,

    Hindi naman ako sang-ayon sa pag-boycott. Hindi mo maikakaila na malaki ang naitulong ng Cebu Pacific sa pagpapamura ng mga ticket at pagpapalawig ng turismo sa bansa.

    The problem right now is the apparent stance taken by both companies — that is, denial. They appear to be denying to themselves that they have a problem — because seriously, if they don’t have a problem I’m sure they’ve taken steps to solve the problems and not let it drag on. And more importantly, they should’ve issued an apology to their customers for the poor service imparted so far.

    Eh isang buwan nang may problema — dapat ibinuhos na lahat ng paraan para maresolba yung mga problema.

    Pero parang wala.

  • 11 Shirley U. // Apr 26, 2008 at 4:27 pm

    Hi Jon. Are you Cynthia’s husband? Cynthia from Philworld? I’m also a travel agent and I am aware of the issues between 5j and Navitaire. I will not disclose these, but I am certain that these will be addressed by end of May 2008. The issues brought about by the 5j migration are due to their own shortcomings. They failed to deliver and meet deadlines and expectations. Just wanted to make it clear.

  • 12 david matthews // Apr 26, 2008 at 11:16 pm

    Hello all, well at least I have found a site where someone seems to be listening. I tried in vain to send the below email to the chairman of Cebu Pacific, however I couldn’t find any email address for him and it seems Cebu Pacific simply don’t answer my emails to them. I also tried the email address for the inflight magazine but alas I got the same responce as from Cebu Pacific, nil.

    Hello could you either please forward this letter to Mr Gokongwei or give me the address for his offices so that i may send it to him. I could not find contact details for his offices in the inflight magazine.

    Yours gratefully David Matthews

    To Mr Lance Gokongwei

    CEO Cebu Pacific Airlines

    Dear Mr Gokongwei

    I am writing this letter to you in reference to my use of your flight services predominantly between Taipei and Manila . This is a formal letter of complaint and something I feel compelled to write in order to make you aware of a few problems that appear to be occurring on a regular basis now within Cebu Pacific management and your customer services.

    Firstly I was just checking my passport and worked out that I have flown with your airlines on around ten separate occasions over the last year alone. I have had trouble once before due to unforeseen circumstances which necessitated my having to apply for a reschedule of flights from Taiwan due to a typhoon occurring and the flight being canceled. The troubles I had rescheduling on that occasion alone were also a nightmare, being that they necessitated me having to physically travel from my place of work (2 hours away,) in the Philippines , to Manila . And then I had to visit your main office there at the domestic airport, join a que and finally plead my case. It took some time and the staff were polite and helpful however, it was still so very hard to do.

    More recently, from Taiwan , I tried repeatedly to book online a return ticket departing Manila to Taipei . I tried for two weeks from agents here and I contacted more than just one travel agency. I had previously made a tentative booking that should have been in the system, or so my agent told me. I could not believe the stories I was being told. I was in fact being told that there was a hold up in services because Cebu Pacific was updating their computer system. I was told there may have been some problem with viruses in the system as they hadn’t been able to book customers for such a long time. And when finally I had to depart from Taipei , I was offered tickets by travel agents here that were unsuitable to me due to the flight arriving mid week. I needed to return at the beginning of the week due to prior business arrangements. I was also told that Cebu Pacific had no seating available for the date I wanted to return. I tried purchasing via credit card payment and was told that the payment couldn’t be captured.

    I wanted to fly on the Sunday 13th of April to Taipei and return on the 10th of May.

    Because, as I have said, I had previous nightmarish experiences with your booking facilities in Manila , I also knew there was a good chance that what I was being told in Taipei was probably not true as to the availability of seating. So I opted to take the chance and fly to Manila on the 12th (Previously purchased ticket,) and take pot luck at there being a seat available for me on the next day’s flight.

    In short, the flight was delayed (seems to happen quite regular nowadays as well,) and when I arrived in Manila I went straight to the domestic terminal booking office.

    There I was placed in a que system, same as the last time, however when I checked the numbers after about 30 minutes, to my horror I discovered that I was number 826 and the two girls serving customers were in the 500s. So yes! I had a very long wait. In fact I waited 5 hours and it was 10pm by the time I was served, only to discover that there was a seat available on the flight however due to the failure of your services to accept credit card payment from myself or advance payment here in Taipei through any agent, I had to pay double the original cost of the ticket. And when I asked about availability I was told the reason the ticket was more expensive was due to the flight almost being full. The next day when I took the flight there were so many seats available I didn’t even have anyone sitting beside me.

    I have to say that the girls serving at the counter are polite enough although there were about six staff and only two were actually serving customers and a third taking payment. I would like to ask if you have ever tried to call the service centre there? Believe me, service is the wrong expression to use. There’s much said in the advertising about how our custom is important to you and it does explain of new services etc. This is even written in the inflight magazines of which I have enjoyed reading on past flights. I spent long enough in that office to realize that if your services continue to run this way then it’s likely that you will lose custom and gain an unfavorable reputation among airlines. I was not the only foreigner or Pinoy person to become disappointed.

    In the past I have enjoyed flying with you and find the aircraft modern and comfortable and staff very friendly and polite. The attraction of cheaper flight is obviously one of the reasons in the past that I have used your airlines. There has to come a point where service and reliability factor in. It would be a shame if the service continues in the current direction.

    Thank you for taking the time to read my thoughts. I hope they prove useful.

    Yours gratefully, David C Matthews.

  • 13 Jon Limjap // Apr 27, 2008 at 12:52 pm

    Shirley U,

    Nope, that’s not me. As stated in previous posts my wife’s name is Melynn. :)

    I wish 5J (Cebu Pacific for those who don’t know) would be more open to its customers and inform them of developments like when these fixes will be implemented. Because I am sure that a lot of people will gladly move back to Cebu Pacific once all the problems are fixed.

    Unfortunately everyone is getting traumatic experiences instead and probably won’t be going back at all, and that is way, way costlier for Cebu Pacific.

    david matthews,

    Thanks for sharing your experience. I think the best way to get Lance Gokongwei’s atention is to send this through snail mail. I have no idea, however, how that will be handled.

    I imagine Cebu Pac’s email would be flooded with complaints right now.

  • 14 Unsolicited advice for improving Cebu Pacific’s Sky Sales system // Apr 29, 2008 at 9:37 am

    [...] the main points of criticism against my rather controversial, death-threat worthy posts regarding Cebu Pacific’s dismal service and the involvement of software development company Navitaire was that they found my posts too [...]

  • 15 .NET @ Kape Ni LaTtEX » Blog Archive » Unsolicited advice for improving Cebu Pacific’s Sky Sales system // Apr 29, 2008 at 11:12 am

    [...] the main points of criticism against my rather controversial, death-threat worthy posts regarding Cebu Pacific’s dismal service and the involvement of software development company Navitaire was that they found my posts too [...]

  • 16 Patrick // Apr 30, 2008 at 6:59 am

    I’ve read with great interest this blog regarding Cebu Pacific system failures. I’m in the US trying to make arrangements for a visit to the Philippines with several flights around the region. Cebu Pacific has been a disaster with “Confirmed” bookings evaporating as credit card payments don’t process. Even bookings made via the call center have now failed. But I’ve beeen having similar problems with Asian Spirit and to a lesser extent with PAL. Now a confirmed booking for a hotel in Hong Kong has failed because there is no response from my credit card issuing bank. There is no problem with my credit cards here in the US and the card companies tell me they haven’t received inquiries from these filipino and HK vendor banks. There is a bigger problem afoot that just Cebu Pacific….

  • 17 Mark // May 7, 2008 at 11:59 pm

    I guess this explains why I havent got my ticket refunded after more than four months now.

  • 18 robert mason // May 21, 2008 at 1:28 pm

    STRANDED IN JAKARTA FOR OVER 1 WEEK WHILE TRYING TO CONTACT CEBU PACIFIC AIRLINES FOR A RESCHEDULE TO FLY BACK TO MANILA !
    I AM ABSOLUTLEY DISGUSTED WITH CEBU PACIFIC AIRLINES & I WILL NEVER USE THEM AGAIN.
    I HAVE BEEN IN JAKARTA FOR THREE MONTHS AND NEED TO FLY BACK TO MANILA ASAP.
    I RANG THE TRAVEL AGENT AND THEY TOLD ME TO GO TO THEIR OFFICE SO I TRAVELLED TO THE APPOINTED TRAVEL AGENT [$$$$$TAXI]—PT.ANDALAN USAHA CEMERLANG–THE ONLY ONE DEALING WITH CEBUPACIFICAIR IN JAKARTA — ONLY TO BE TOLD THAT THEY COULD NOT REBOOK MY FLIGHT BECAUSE CEBUPACIFICAIR HAD CHANGED THEIR COMPUTER SYSTEMS AND ALL TICKETS PURCHASED BEFORE 1st april 08 COULD NOT BE RESCHEDULED ONLINE.
    WELL RING THEM AND CHANGE IT I SAID— THEY REFUSED!THEY WERE NOT INTERESTED IN THE SLIGHTEST DEGREE TO HELP ME [REMEMBER I AM A FOREIGNER HERE AND DO NOT SPEAK INDONESIAN].

    YOU RING THEM YOURSELF- THEY SAID ITS YOUR PROBLEM OR BETTER STILL BUY ANOTHER TICKET AND GET A REFUND ON YOUR OLD TICKET WHEN YOU REACH MANILA!==why should I buy another ticket when i have a valid ticket here ??IT WAS IMPOSSIBLE TO GET THEM TO SEE MY REASONING SO I LEFT THE AGENTS SHOP IN A STATE OF ABSOLUTE DISGUST.
    [ITS INTERESTING TO NOTE THAT THEY ARE VERY HAPPY TO TAKE YOUR HARD EARNED MONEY BUT DO NOT WANT TO DO ANYTHING FOR IT !!]BEWARE OF THIS TRAVEL AGENT !!
    ANOTHER [TAXI RIDE$$$$$$] TO MY ACCOMODATION AND I TRY TO CALL CEBUPACIFICAIR ON MY CELL FONE —AN IMPOSSIBLE FEAT TOTAL WASTE OF TIME AND MONEY $$$$$
    SO ITS IMPOSSIBLE TO CHANGE MY TICKET ONLINE AND
    ==========================================================
    IMPOSSIBLE TO CHANGE IT THRU A TRAVEL AGENT AND
    =========================================================

    SEEMINGLY IMPOSSIBLE TO CONTACT CEBUPACIFIC BY CELL FONE!

    OK I HAD FRIENDS IN JAKARTA WHO HAVE A LANDLINE [TAXI$$$$$] —-ON THE PHONE FOR OVER 1 HOUR WAITING TO BE SERVED AND THIS IS AN INTERNATIONAL PHONE CALL REMEMBER[$$$$$$$$] ONLY TO BE TOLD THAT IT WILL COST $130 DOLLARS TO REBOOK MY FLIGHT –[A NEW TICKET COSTS $150!]

    THE CALL CENTRE AGENT WAS POWERLESS TO TO HELP ME OR SEE REASON SO I GAVE UP IN DESPAIR REFUSING TO PAY $130 DOLLARS FOR SOMETHING THAT I HAD ALREADY PAID FOR!

    I AM TOTALLY DISGUSTED WITH THE WHOLE PROCESS NEEDLESS TO SAY THE CALLOUS TREATMENT AND INHUMAN DISREGARD CEBUPACIFICAIRLINES HAVE SHOWN TOWARDS ME AND MY SITUATION. AS WITH ALL CORPORATES THEY ARE DISTANCED FROM THE PEOPLE THAT GIVE THEM THEIR PROFITS ie THE CUSTOMER.IT IS IMPOSSIBLE TO HAVE CONTACT OF ANY MEANING OR VALUE BECAUSE OF THE WAY THE SYSTEM IS OPERATED.

    THIS EXPERINCE HAS SO FAR COST ME ABOUT $300 — FOR TAXI FARES + NUMEROUS INTERNATIONAL PHONE CALLS + ACCOMODATION COSTS DUE TO EXTENDED STAY + FOOD + MISSED APPOINTMENTS IN MANILA –NOT TO MENTION THAT I WILL STILL NEED TO BUY ANOTHER TICKET TO GET OUT OF HERE SO IT LOOKS AS THOUGH ITS GOING TO BE A $500 DOLLAR EXPENSE DUE TO CEBUPACIFICS ABYSMAL SERVICE ! MORE IMPORTANTLY THE STRESS INVOLVED HAS BEEN ENORMOUS FOR ME
    I WISH I HAD SOME MEANS TO BRING THIS TO THEIR ATTENTION BUT ITS SEEMS IMPOSSBLE TO CONTACT ANYONE THERE IN THEIR AIRCONDITIONED OFFICES
    [NOT THAT THEY WOULD CARE ANYWAY] GOD HELP US ALL
    BUT I SWEAR I WILL NEVER FLY WITH THIS AIRLINE AGAIN UNLESS I GET SOME SORT OF APOLOGY AND REIMBURSEMENT
    SO IF ANYONE FROM CEBUPACIFIC WHO HAS ANY AUTHORITY READS THIS ACCOUNT OF MY EXPERIENCE YOU CAN ALL GO AND—–!!*#+====== YOURSELVES!!!!

    May 21st, 2008 ROBERT MASON says: Your comment is awaiting moderation.

    HAVING HAD MORE THOUGHTS ABOUT MY RECENT BLOG REGARDING CEBUPACIFIC AIRLINES AND THEIR APPALLING CUSTOMER RELATIONS SERVICE == WELL THEY DONT HAVE ONE IN REALITY!
    AND THE APALLING DISREGARD THEY EXHIBIT TO THEIR CUSTOMERS I PERSONALLY CONSIDER THEM TO BE CORPORATE THIEVES
    AND THEY SHOULD BE EXPOSED AND TAKEN TO COURT AND SUED FOR THE HARDSHIP AND TROUBLE THEY CAUSE TO UNSUSPECTING CUSTOMERS

  • 19 Sheila // Jun 2, 2008 at 5:15 pm

    It happened to me and my bf say 3-5 times this year alone.

    The first one, My flight was on a Sunday, 8:20 flight to Shanghai, and they called me up that Morning and told me that nothing’s flying out because of technical problems. I tried to tell them that i really have to get back to shanghai and if they could assist me in getting another flight, they called again and said there would have to be additional charges if i use another airline and i said it’s ok, the agent called me again and said that there was no flight available with other airlines, i was so desperate to get a flight that i took a 700USD-one way ticket from Cathay 5:30pm just so I can get back to work on Monday. at 6:00 pm they called and said “Ok na po, tuloy na po ang flight!” I was so pissed! I told them if u guys would reconfirm a flight, you could have atleast told us earlier! so i thought about it and cancelled the cathay flight because atleast i would still get something from the refund even if there are huge penalties of cancelling the flight purchased on the same day! If you refund ur cebu pac ticket, probably won’t get anything at all, 500 perhaps! the charge for the penalties was about 6000 php, so that’s like throwing 150 USD in minutes! it’s just horrible.

    2nd time, My friend got us tickets from the promo, but i had to change the dates because my schedule changed, we bought the ticket for about 6000 pesos, but i had to pay 6500PHP for the penalties..This was so weird!!

    3rd, my bf was going back to Shanghai from manila and he was at the airport, there was suddenly an announcement saying that they cannot accomodate everyone because the plane will be overweight! This is so crazy! They overbooked people because they thought there will be last minute cancellations. When people started to complain because some of them are just on business trips, one staff said, “Ok nga un Sir eh, mamimigay cla ng roundtrip tickets, libre!!” When some foreigners were complaining, Nobody can even speak to them in English.. The staffs were laughing, they probably think that was a big joke! There were about 25 people who was promised to be automatically checked in the next day, then, on the next day, when my bf was checking in, his name was not on the check in list and they said his ticket was invalid, because it was valid yesterday.. how idiotic! they are the ones who told them they cannot board the plane because of a possible overload the other day and then on the next day the ticket was not valid! Good thing my bf got so pissed and demanded to board the plane( well after 1 hour of arguing!)

    4th, i had to reschedule my flight as my dad passed and i have to stay longer in the phils, asked my agent to check with them and then my agent said ma’am bili nlang po kayo ng bagong ticket, the new ticket will be priced so much more than the old one. If you want you can have it refunded nlang po. How much will be the refund? 400 pesos po. nevermind, i would need to pay you a lot more if you process it on my behalf.

    &nd now, my bf’s trying to book the voucher that was given to him for free, and the people on their call centers are totally useless, sir, hindi po ito valid kasi hindi po full name ninyo yung nkalagay.. Bf: hindi ko problema yan dhil hindi namn ako ang ngsulat ng pangalan ko jan, ibinigay ko un passport ko at cla ang nagsulat, and then we was put on hold for about 15 mins, cge po sir pakisend nlang po un passport copy nyo and voucher by email. Then my bf complied and sent everything to the email provided and he gives them a call everyday to check and he even gave them his credit card number for the additional charges, until now, the flight has not been confirmed. They are saying that the voucher needs to be booked 4 days earlier, and my bf has been trying to get this sorted out for a week now and wala padin ngyayri! Thank god he’s getting a september flight! the best thing to do is to not expect that this flight will be confirmed ever and get another ticket. it’s a total waste of time and effort!!

    Cebu Pacific is totally a disaster. Siguro if some victims has heart problems, mamamtay ka tlga sa inis!! Their staffs are so incompetent, The planes are prone to turbulence because of it’s size and the online system is just so useless!! it maybe cheap, but it really sucks bigtime! go with pal nlang or cathay!

  • 20 JoeAla // Jun 6, 2008 at 2:23 am

    Cebu Pacific’s Customer Service Hotline sucks big time. I had a huge share of disappointment last year. Wake up!!!

  • 21 hans unger // Aug 7, 2008 at 12:13 am

    i,
    i bought a ticket in june. my creditcardcompany paid them immediately. but cebupacific still said, the CC is delined, which is 100% not true. so i wrote them (with copy of my creditcardcompany statement) around 10 mails. but so far, they did not answer. i tried to call them, no chance to get through. i tried many mails direct via their website, but no answer too.
    so, my flight is confirmed, but – according to CebuPacific – its declined. i guess, when i want to fly, they just dont let me fly.
    2 month no answer. its not right what they do with their customers….
    can somebody help with with another email adress from CP or e competent person there? please…
    regards,
    hans@japan.com

  • 22 mrs.mona // Aug 13, 2008 at 8:47 pm

    ganun din nangyari sa akin.. nagbook ako via online.and evrything in ok ang confirmed, tapos pagdating ko sa airport, decline daw ung card at hindi pa daw ako bayad.. so magbabayad daw ako ulit.. pano nangyari un? nacharge sa credit card ko tapos, confirmed ung ticket ko, tapos all of a sudden hindi pa daw ako nakabayad..bullshit cla! mga antipatiko pa ang mga makaka-usap mo. ung bangko kodaw ang kausapin ko..mga walanghiya talaga! until now, bad trip ako sa mga tao sa cebu pacific..san ba pwedeng lumapit at magreklamo sa mga kabastusan nang staff nila?

  • 23 al // Oct 30, 2008 at 8:49 am

    ako nga me refund pa na us$ 121.

    kalahating taon na, di pa nire refund.

    walang kwentang kumpanya.

    palagay ko magsasara na din sila, konting panahon na lng at bankrupt na yan CP na yan.

    kung ako sa inyo mag jetstar na lng kyo or tiger, never never kayo mag 2 isip na mag CP uli.

    kala nyo ba makakatipid kyo, hahaha! yan ang gusto ng CP na yan.

    pwes, malugi sila kung wala na gusto sumakay sa kanila, dahil kasalanan din nila yan.

  • 24 joyce // Feb 8, 2009 at 3:07 am

    well,, i know that more issues and inconvenient experience about cebu pacific,, know several times flight tru cathay pacific and that is great and fantastic flight,, nice everthing, but too much expensive unlike the cebu pacific are low fares and more travelers are able to paid for it,, but problem are too busy line always,, not much costumer service,, talking texting infront of costumers,, not like the office of pal or cathay are not alowed to talk much infront of theme ,,but yes cebu pacific is the bext price for all airfares comapare pal and cathay,, but wish their management change a bit to make theme staff focus to thier job,, give costumer service so need management directly being strict to let theme know about all rules to give good costumer service,, as most of time costumers are waiting until theme done to chatting,, thats all

  • 25 eric // Mar 24, 2009 at 10:35 am

    Kaya yumayaman yung CEO nila eh. Hehehehehe. Akala ko kaya yumaman eh dahil magaling magnegosyo yun pala magaling manloko!

    May refund pa ako na 4k+ sabi nila 30-45 days eh mag 2 buwan na. Mga G@gu talaga ang Pot@#!

  • 26 Jieggens // Apr 24, 2009 at 3:28 pm

    same here…. I’m expecting a refund. I canceled my ticket last December 2008 and it’s now April 2009 but I’m not giving up. They should pay all those people they owe money from.

    THOSE PEOPLE WHO LOST MONEY AND EVERYTHING BECAUSE OF CEBU PACIFIC MUST DO SOMETHING TO GET WHAT THIS AIRLINE OWES THEM.

  • 27 lewe // May 7, 2009 at 3:43 pm

    are comments posted here forwarded to Mr. Lance Gokongwei? because I have so much to complain regarding my travel experience with Cebu Pac. Will they act on these promptly?

  • 28 Jon Limjap // May 7, 2009 at 10:19 pm

    lewe,

    Unfortunately, no. I’m not forwarding these complaints to Lance Gokongwei. I just had my own set of complaints, and this is from a year back already.

  • 29 Lance Gokongwei // May 16, 2009 at 6:32 pm

    Fuck all Robinsons Group of Companies, from UNIVERSAL ROBINA, ROBINSONS MALLS, and especially CEBU PACIFIC AIR!!!

    Joan Lagdamen from Robinson’s Galleria Customer Service, arguing, debating and shouting with a customer is not the right thing to do! Customers have wasted so much time and effort in having to deal with your company’s terrible after-sales service – and this goes to ALL ROBINSONS COMPANIES!!!

    EVERYBODY, BOYCOTT ALL ROBINSON’S PRODUCTS (ALL ITEMS MADE BY UNIVERSAL ROBINA – URC), THEIR MALLS AND SUPERMARKETS, AND DO NOT BUY TICKETS FROM CEBU PACIFIC AIR!!!

    TO THE GOKONGWEI DYNASTY, SHAME ON ALL!

  • 30 estan // Mar 13, 2010 at 7:09 am

    And the problems of Cebu Pacific is still there. I don’t think they really care about customer satisfaction or try to have a more customer friendly system but, based on my experience, nothing has improved over the years.

    I’m inclined to think that they have this secret slogan: “you get what you pay for.”

    My latest unfortunate experience.

  • 31 mahalo oahu // Mar 14, 2010 at 3:07 am

    CEBU PACIFIC’S LICENSE TO OPERATE SHOULD BE REVOKED!!!!

    LET’S ALL PETITION FOR THIS!!!

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