Singapore Expats

I want to share this very bad experience with the filipino community.. this happened to me very recently and has yet to be resolved.

September 20th:
Booked a flight from Singapore to Davao via Manila, on Cebu Pacific Airlines.

September 21st:
Received confirmation email from Cebu Pacific stating my booking is confirmed.

October:
Received credit card bill showing transaction of ticket booking charged accordingly. Paid bill.

November:
When arrived at airport in Singapore, was told by check-in counter staff that "there was a problem with my ticket payment" and that I had to see the ticketing counter. Went to the ticketing counter and was told that my payment did not go through. Showed them the printout of the confirmed ticket, but was told that I still have to pay for the ticket again as they are not Cebu Pacific airline staff, but are in fact Singapore airport terminal services staff. No choice, and since no cash, had to withdraw cash advance using credit card from airport ATM to pay for the ticket. Same ticketing staff, when questioned, said that they get at least 20 such cases each day regarding "problem with ticket payment" for Cebu Pacific Airlines bookings.

Paid for ticket, got a receipt to show for it, as well as a card to call the Cebu Pacific airline customer services. Arrived in Davao, tried calling the numbers but kept getting engaged tone. Alternatively, managed to get through and put on hold for few minutes until got cut off without ever speaking to anyone. Went to Davao's Cebu Pacific ticketing counter and was told the same thing. Call the customer service number. (All this time, I'm calling on roaming charges)

By day 4 in Davao, still could not get a hold of customer services. Flew back to Singapore.

Next day:
Tried to post complaint on Cebu Pacific Airline's website regarding this issue. After 3 tries, and 1 hour plus later, still getting a "Database Error" and was unable to post the complaint.

Next working day:
Sent registered mail to Cebu Pacific airlines with photocopies of my credit card bill, the receipt of the purchased ticket at the airport, and confirmed ticket email, and a lengthy letter asking for a refund and explanation.

Now ONE MONTH LATER:
No response from Cebu Pacific. Not a phone call, not an email, nothing. Finally tried again to post on their website the complaint. 1 day later, received a response from them saying that they're very sorry and that my credit card has been credited with the amount accordingly and if I do not receive it, to please check with the issuing bank... WTF ????. I checked. Nothing. NO credit whatsoever from Cebu Pacific. Replied to their email saying I did not receive anything and can they please get back to me. Now 5 days later... nothing from them.



I would like to know.. is there anyone else who has experienced this from them? The Singapore terminal staff mentioned 20 odd cases a day happening. And while I was in the queue, there were several people in front of me facing the same problem.

If anyone has experienced this with this particular airline, please, I appreciate your feedback on how you managed to get this resolved or did it not get resolved?

hmmm.. this is very concerning.
We have a flight tonight on the same airline you mentioned.

Here's my 2 cents on your case though;
1. I think you should have demanded to see a "Cebu Pacific airline staff" and told the "check-in counter staff" in Singapore that you will not be paying again a to a non-cebu pacific airline staff. (It actually sounded like a modus operandi). I mean this one sounded like a your talking to an impostor in the ticketing counter.

2. Try calling the other numbers of Cebu Pacific on their website. If you are using Singtel type in 019 to get some discounts;
Manila Office:
Tel: (019)63-2-70-20-888

Cebu Office:
Tel: (019)63-32-230-8888

The following agencies should have a direct contact to Cebu Pacific;
In Singapore:

Metro Tours Singapore PTE LTD
11 Cavenagh Road
#01-06/07 Holiday Inn Park View, Singapore 229616
Tel. (65) 6735-7155
Fax No.: (65) 6735-7592

Pen Travel and Tours Singapore PTE LTD
304 Orchard Road,
#03-75 Lucky Plaza, Singapore 238863
Tel. (65) 6737-9231 / (65) 6735-1600 to 02
Fax No.: (65) 6735-1604

Worldwide Aviation Sales PTE LTD
100 Tras St.
109-01 Amara Corporate Tower, Singapore 079027
Tel. (65) 6220-5966
Fax No.: (65) 6220-3173

I hope this airline does not reflect the filipino community.

Regards.

Ok I just called the Cebu Pacific Manila office to reconfirm our flight and they confirmed it was all good.

Manila Office:
Tel: +63-2-70-20-888

Now nobody from the check-in counter should tell me our booking didn't go through.

Already did all that. Even used 019 to call their office in Manila. Threatened hell and high water but to no avail. Problem is, the way they operate, Cebu Pacific does not have their own staff in other countries, using instead the staff of the local country's airport services.

In either case, I am boycotting this airline and will instead fly other alternatives even if they're not budget. After this experience, the trouble of going through all this is not worth the "savings" of the budget flight.

As for the local representatives of the airline, I tried calling them too, but they say they're only an agent and they are unable to help me. Also, because my original flight was booked on the internet, they are unable to help me there too.

Take 'em to the Small Claims Tribunal. You obviously can't do anything about the credit card payment to the mother company in the Philippines, but your cash payment to SATS here in Singapore is within the court's remit -- you do have receipts proving that you paid twice, right?

http://app.subcourts.gov.sg/sct/index.aspx

jpatokal wrote:Take 'em to the Small Claims Tribunal. You obviously can't do anything about the credit card payment to the mother company in the Philippines, but your cash payment to SATS here in Singapore is within the court's remit -- you do have receipts proving that you paid twice, right?

http://app.subcourts.gov.sg/sct/index.aspx

Can certainly try that.. but I think I'll try first to reverse the charge with the credit card company. But one thing for sure.. I'll be very careful next time trying to fly with this airline. The extra costs incurred in this situation has already far surpassed the savings from the budget fare.

javascript:emoticon(':mad:')
If there is a chance of having to cancel the flight DO NOT use Cebu Pacific. I am waiting now for 10 months and still no refund. I have complained by phone, I have used the guest response facility on the CP website and automatically received several case numbers with the comment that someone will respond after seven days- forget it, they need a reminder after one month! They have all the flight details but simply do not respond. The consumer protection group in Singapore cannot help because CP has no office there. Small claims court apparently unable to help for the same reason. Advice anyone?

I am from Philippines and I am sorry to hear that. I really can't defend Cebu pacific because it do suck. I tried to think of something nice to say for 5 minutes but I give up. I hope you don't hate all Filipinos for that. Anyway, this airline has one of the worst case of delayed flights and poor service management, so if anyone has an option to choose other airlines, please do so.

Well, i had a booking from singapore with a coonecting domestic flight in philippines...

they suddenly send me an email for changing the domestic schedule flight which is a total conflict with my international flight...

the very bad thing is that i need to call them in philippine office because there is no direct contact here, which will cost me international call...

but after consuming all my 20 dollars call card, i had nothing but an answering machine - i wasted my money for nothing...

i am a filipino also and totally say that the management of this airline is very poor, sad to say, but i am totally pissed off by them!

i would not want to book for this airline again!

and oh, i used more than 20dollars for international call, to get through them... i also ask my mom in philippines to call them for me - but she said - she spend 3 days on the phone just to get them - but nobody attended her calls...

i hope the management can read this...

issue a chargeback on the transaction...
who is the issuer of the card?

Similar story...we booked a flight with Cebu and shortly before was sent an email saying the schedule had changed which meant we would have missed our connecting flight. We canceled the flights and booked another airline only to then receive another email from Cebu saying the flight was back on again???? Submitted a claim for refund, never heard anything from them again....about 18 months later a refund from Cebu appears on my bank account...maybe they are just reeeaaalllly slow????