Cebu Pacific - Bad, Bad Service

[LexTer]

naalala ko tuloy last year. papunta kami iloilo. may storm nuon so di kami maka land duon. ni divert ang flight papuntang cebu para mag land since zero visibility daw sa airport ng iloilo. sobrang ihing-ihi na anak ko so sinamahan ko papuntang cr. sabi nung stewardess "may seatbelt sign pa (walang po or sir). titilapon yang bata". nagulat ako sa term na titilapon. taga saan ba sya? worst is nandun pa kami naka upo sa my bandang wing. nasa tapat na kami ng pinto ng cr di pa kami pinagbigyan. hahahaha. saka when you say titilapon ano yun mag ro roll ang eroplano? pwede naman sabihing baka matumba. tama naman sya gawa ng seatbelt sign e on pa nga. nagulat lang ako sa term.

saka nagtataka ako bakit wala ng pagkain ngayon. nung pumunta ako cebu last september binebenta na nila. isang maliit na nagaraya is P50.00

ngayon mas ontime na daw ang pal. sabi rin ng travel agent namin mas mababa na yata ang pal kesa cebu pacific.

[BlueBimmer]

so benta na pala ng food sa plane mismo...pero pwede dala sarili food at small bottled water sa handcarry bag?

[awing]

I just spoke to my parents today, they had their flight also from Gensan to Cebu through Cebu Pacific and experienced a 1 hour delayed. Good thing they are not in a hurry, yun nga lang ang brod and sis ko na sumundo natagalan sa paghintay.

Mura nga daw pero yun naman ang service is %#^*%$&....

[LexTer]

so benta na pala ng food sa plane mismo...pero pwede dala sarili food at small bottled water sa handcarry bag?

yes sir pwede.

[chua_riwap]

naalala ko tuloy last year. papunta kami iloilo. may storm nuon so di kami maka land duon. ni divert ang flight papuntang cebu para mag land since zero visibility daw sa airport ng iloilo. sobrang ihing-ihi na anak ko so sinamahan ko papuntang cr. sabi nung stewardess "may seatbelt sign pa (walang po or sir). titilapon yang bata". nagulat ako sa term na titilapon. taga saan ba sya? worst is nandun pa kami naka upo sa my bandang wing. nasa tapat na kami ng pinto ng cr di pa kami pinagbigyan. hahahaha. saka when you say titilapon ano yun mag ro roll ang eroplano? pwede naman sabihing baka matumba. tama naman sya gawa ng seatbelt sign e on pa nga. nagulat lang ako sa term.

Sir, baka po yung stewardess eh, taga - Visayas din. Kalimitan (di naman lahat siguro), yung pong mga Bisaya, di nagamit ng "PO at OPO" sa pagta-Tagalog nila.

[fourtheboys96]

naalala ko tuloy last year. papunta kami iloilo. may storm nuon so di kami maka land duon. ni divert ang flight papuntang cebu para mag land since zero visibility daw sa airport ng iloilo. sobrang ihing-ihi na anak ko so sinamahan ko papuntang cr. sabi nung stewardess "may seatbelt sign pa (walang po or sir). titilapon yang bata". nagulat ako sa term na titilapon. taga saan ba sya? worst is nandun pa kami naka upo sa my bandang wing. nasa tapat na kami ng pinto ng cr di pa kami pinagbigyan. hahahaha. saka when you say titilapon ano yun mag ro roll ang eroplano? pwede naman sabihing baka matumba. tama naman sya gawa ng seatbelt sign e on pa nga. nagulat lang ako sa term.

nagulat ako na nagulat ka sa word na "titilapon" which i think is the more appropriate term to use given that situation. the stewardess just pointed whats possible to happen in that situation.

[FrankDrebin]

Ayaw ko ng Cebu Pacific. Gutom ang aabutin ko dito.

[av8or5]

rode cebupac a week ago to bkk...on time naman....new airplane. but the bad part is, the stewardess and stewards now looks cheap because they sell food on the plane.

a passenger was asking for a blanket..because its cold..i was surprise that the stewardess said its like P450 for a blanket..the foreigner said..wow..thats expensive..the stewardess said..its because its fire resistant.

gosh...wla free blankets to use. darn..budget airlines tlga.

[dyerbz]

This article of mine was published in an Aklan local weekly at the start of the year:


Jan. 2, 2007, 3pm. My wife and I arrived at Kalibo Airport at 9AM to catch the Cebu Pacific flight scheduled to depart at 10 AM. At around 9:45, it was announced that Cebu Pacific’s incoming flight from Manila had turned back due to poor visibility. We did not make a big deal out of this since the Philippine Airline flight from Manila that was scheduled to arrive at more or less the same time had likewise been unable to land. All passengers were advised to wait for further announcements. An hour passed and still there were no updates so we decided to take lunch at an eatery beside the airport.
We returned to the airport when we heard an plane arriving. It was the PAL flight which had been delayed earlier. When we inquired at the Cebu Pacific counter, we were informed that our flight was scheduled to arrive at 2:35. Patiently, we proceeded to the waiting area. At 2:20 it was again announced over the loudspeaker that our flight would arrive at 2:35. The appointed time came and still no plane had landed. By 3PM, passengers were getting restless as no further announcement was heard. One Cebu Pacific passenger could take the suspense any longer and went directly to the ticketing office. He came back with the Cebu Pacific airport manager, Julian Rabe, who told the waiting passengers that the plane had again turned back to Manila because of the weather. When asked when the flight would be rescheduled, he said he did not know. I asked whether passengers, many of whom had not yet had lunch that day, would be provided with meals and accommodations should the flight be canceled, he answered no.
Sure enough, it was announced at a little past 4PM that our flight had been cancelled. We, along with several other passengers went to the Cebu Pacific ticketing office to inquire about our options. Foreign tourists with scheduled international flights the following day were especially worried. The manager was not at the ticketing office and the person in charge said all she could do was try and rebook us on subsequent flights, the earliest of which she could guarantee was scheduled to leave Kalibo on Jan.5. This arrangement was not acceptable; my wife is a doctor at a major Quezon City hospital and had important appointments the next day. We ended up hurriedly buying tickets, spending an additional P7,400, for a PAL flight scheduled at 5PM that same day. We, along with a few other stranded passengers, managed to make the flight with around 10 minutes to spare. Of course, this option was not feasible for those short on cash or without a credit card.
Before I continue, I wish to make it clear that in the past we have never had any major problems with Cebu Pacific. I appreciate and often avail of the substantial discounts offered during their promos, though the Jan.2 tickets we had were bought at a regular price. I also understand that weather related cancellations are sometimes unavoidable (though the fact that three PAL flights were able to land that day makes one wonder about the competence of the Cebu Pacific pilot). My complaint has to do with Cebu Pacific’s shabby and unapologetic treatment of their stranded passengers. Management was well aware that we had been waiting since before 9AM. A small gesture such as an offer of sandwiches would have done wonders to sooth our irritation. My wife and I ended up spending an unexpected P300 for lunch. After the flight was cancelled, the Cebu Pacific staff’s offer to rebook passengers on flights two or three days away only added to the tired and hungry passengers’ outrage. This should not have been the first option; an entire planeload of people should warrant a special flight as early as possible, and management should have exerted every effort to secure such a flight before offering other options. When informed of this, the staff insisted an extra flight was not possible. Granted that certain passengers were willing to be rebooked on flights the following days, where would they spend the night? Not everyone has adequate resources to book a room at even a small hostel, not to mention the necessary food and drinks.
In general, customer assistance is an area wherein Philippine companies fall far below international standards. This seems especially true of Cebu Pacific. Any foreign airline in the same situation immediately assures its passengers that their board and lodging will be attended to at no extra cost. Cebu Pacific’s staff made no such offers of such assistance whatsoever. There were not even any offers of assistance with regard to rebooking passengers on the later PAL flight. Could this be a connected to the fact that the company already has the customer’s money, so it doesn’t really matter what he or she thinks of the quality of service rendered?
While we were lining up for our PAL flight back to Manila, I could still hear my former co-passengers at the check-in counter screaming at Mr. Rabe, the Cebu Pacific manager. Some in their anger were hurling obscenities and threatening legal action. I almost felt sorry for the target of their rage, though earlier I had been on the verge of strangling him myself. Naturally, Mr. Rabe’s options were entirely dependent on his Manila office’s decisions. A little consideration for their passengers on the part of Cebu Pacific’s central administration would have made such an ugly scene completely unnecessary.

[kpy555]

It's really sad to see how Cebu Pacific handles unavoidable hassles to passengers lately. They don't treat passengers with utmost care, and if they continue to be like that, I foresee them on a verge of a downfall. I still hope the management of Cebu Pacific open their eyes to such realities experienced by dissatisfied passengers.