I’ve been using the online booking system of Cebu Pacific (CEB) for my travelling needs and sometimes for that of my relatives. I did not encounter any problem and always going smoothly and hassle free. However last night, I have encountered a problem with booking online via their new website. I tried use at least 2 Credit Cards but it was declined, I saw the bancnet online payment option (total due of P5,000) so I tried it and it worked with my savings bank account but while processing it took almost 30mins and still not responding.I decided to check my ATM balance online and the amount has been deducted but the CEB page was still not loading. I refreshed the page and it loads again to process the payment, to avoid being charged twice I closed the browser. I did not received any email from them regarding this transaction, I could not even get into there contact form and they don’t have an email. in the website This morning I complained at their office in Iloilo at the Marymart Center, it was jam-packed with people, so I waited just to know that the agent there will just have to tell me to call their Call Center because they could not do anything else from their end. She added that the booking transaction for the listed passengers has a “Cancelled” status and “Declined” for the payment. I tried to call their Customer care center via Long Distance at my cost, A company such this big don’t even have a Toll-free trunk line? Are they in a tight budgeting? The two lines they gave me (Cebu and Manila) have an automated voice that instructs me to press 1…etc…etc…until I get a busy tone. Tried it several times to know that those babbling out with the automated voice prompts are already charged against me. After getting tired of trying to contact them and ran out of load (I also tried contacting them via landline to-no-avail) I decided to go back to their office in Marymart to know if they could offer me other options to settle this, but the agent said that’s all they have and even suggested if I know someone in Manila or Cebu let them visit the Cebu Pacific organic Office to process this.
After talking with my Aunties (the passengers whom I booked for their Cebu-Kalibo flight) they decided to just drop by the Organic Office of CEB in Cebu as they will be there by tomorrow via CEB also. With this, we decided to go back again to the CEB Office in Marymart for the Third time to get further details on how to go about it to the office in Cebu. The agent also suggested to bring with them a copy of the Bank Statement to prove that the amount has been deducted. What a hassle I went to the bank to ask for it. Hopefully this would solve the problem, or else it could a lifetime for me to get the refund.
Now I conclude that Cebu Pacific Air is really not a good alternative for your travels and they will just suck the money out of you with their so called “Lowest Fares” (which is not actually low). They have a sucking Customer Service and inutile policies in their company. A grabby and hostile air company, that thinks only for their own at the expense of their customers. This airline really sucks there are so many different stories and complaints against them recently, explicit and many are not heard.
This incident had deprived me of many important things I could have done, I actually did not get to Roxas City today for the ONE Visayas Expo because I was here processing this bloody futile thing with this damn airline.
P.S. I even blog about there promos at Promo Blitz Philippines (http://promoblitzph.com). WTF really awful.
UPDATE: I already received the full refund of my transaction after at least 1 month.
