Worst Cebu Pacific Experience

While I was about to write this blog, I already submitted a complaint to Cebu Pacific via Guest Feedback Form) and I thought it might help me get over the worst local airline experience I have. I maybe too emotional on this but as a consumer, I deserve to be given the right service that is due me, regardless of whether I took the piso fare or the most expensive fare there is. So I am writing because as a traveller who have flown with Cebu Pacific numerous times a year, it is utterly DISAPPOINTING to know and see the same chaotic system of checking in of passengers, be it PEAK seasons in December or off-PEAK seasons in October. Time to exercise the right to complain!




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My flight last Feb 25 was 11:10AM from Manila to Kalibo. I arrived just around 10AM, and still within the 45 min allowance before the check in counter closes. While I was entering the check in counter area, the guard asked me of my flight. I told him the details and he directed me into Counter 16, the line for those who have no check in baggage. That he said was the "express lane". Apparently, it was NOT. It took me more than 30 minutes before I was attended upon. Just around 15 minutes of being in the line, I saw some staffs calling last call for Iloilo and Puerto Princesa (which I heard the flight was 11AM) and saw that they were waving a placard for all to see. I was expecting as well for the Kalibo flight but I saw none. Then the guard came into our line (I was wondering why the guard is doing this, are there no enough staff? you would see around 5 staff inside the counter chatting and laughing around) and spoke in natural voice, "Kalibo 5J 339 baka mag last call na po ha... " Then I raised my hand and said "Kalibo po ako". Then he said, "Abangan nyo po Ma'am baka mag last call na." So i was expecting any minute, the placard will be shown for Kalibo. While it was my turn to be attended upon (this was around 30 minutes after I lined up), the staff told me, "Ma’am close napo." I was shocked at that moment and felt the whole building fell on me. Then I flared up. I told her I was queuing for nearly 30 minutes and nobody called on the last call. She said there was one. I asked her when because I was standing there all along and I should be able to see if there was some placard shown. Apparently she was not sure and she asked the other staff what time the last call was given. Then she said sorry but the last call was already called. I was so furious I told her that if the placard was shown I should be able to see it and I even told her I saw that of Iloilo and PP. Then she directed me to another counter, which is at the back of our line. I was told by the staff in that counter that it was there that the last call (they said) was called and they had it minutes ago. They cannot confirm if they use the placard. So I angrily asked "Paano marinig ng mga nasa ibang pila, ung nasa likod kung hindi nyo ipaplacard or isisigaw?" I was so mad I had NO Choice but to buy another ticket. Cebu Pacific's system (or the lack of it) really sucks!!! I’ve been travelling on PEAK and OFF-PEAK seasons and have fled through this airline and saw the same no-system/messy-process of checking in passengers. For me, it was the worst experience! As if one bad experience is not enought, when I was on the boarding area later that time, the line were already queuing and if I have not asked the staff, I would not have known it was for Kalibo. The boarding gate change was not even announced. There WAS NO information, no announcement!!!! Staffs just assumed that the passengers would know eventually!!!! At that time I was just smiling --- because if I won’t my blood pressure would shoot up again… Unbelievably the worst service ever. For me, it’s a big NO-NO to fly with Cebu Pacific again.