Are you willing to travel with an ariline with an on-time performance of 80%. After they transferred to NAIA 3 the public is expecting a better CEBU PACIFIC but based on their latest report the new airport slot that they have doesn't improve their OTP. In fact last October they average only 74.3%. This clearly means that this is not about their terminal location but it tells us that the root cause of this problem is their lack of airplanes and their's too much flight schedule to operate. I think they should slow down a bit by cutting flight frequencies if they can't operate well. I'm just worried for those passengers who needs to connect and eventually the flight will be delayed and you know how poor their customer service is. So think twice before buying tickets with them. Thanks for those who reposted my site and forwarding this via emails.

Cebu Pacific has announce today that they're going to reduce its domestic fare and international fares. According to Candic Iyog "We want to assure the public that despite the slowdown in the global economy, CEB will continue to make air travel a viable option for every Juan. These new fares will also further boost domestic and international tourism and trade." So with this a one-way ‘Go Lite’ fare for flights from Manila to Mindanao is at P1,888 all-in. While one-way ‘Go Lite’ fares for flights from Manila to Bacolod, Boracay (Caticlan), Kalibo, Dumaguete, Puerto Princesa, Roxas, Tacloban, and Tagbilaran are at P888 all-in.

PAL is giving us more reason to leave CEBU PACIFIC. The country's Flag Carrier is now offering ECONO LIGHT CLASS FARE. One way domestic ticket for as low as 488 one way for LAOAG, 788 for ILO-ILO, CEBU, LEGAZPI, 1088 for other Visayas & 2088 for Mindanao destinations. This is also applicable to some Asian Destinations. Here's a quick comparison of my favorite route.

Looking at the comparison above a passenger can save 1001.88pesos by booking with PAL. Take note that the price of Cebu Pac is with GO LITE (no checked baggage). Most importantly, these fares will be available all year round.

PHILIPPINE AIRLINES ECONO LIGHT FARE

'Wag kanang magpapaloko sa zero fare.

Here's the latest that I gathered for the past few days. Cebu Pacific has been calling those passengers holding FREE TICKETs that they gave gave last SeptEmber and notified them that they're BUMPED OFF from the FLIGHT. One of my close friend got a free ticket that he booked online AND was notified via email that he will be reaccomodated to the flight the next day since the current flight he's booked on is overbooked. I was never wrong when the sole reason why he was bumped off is because "Free ticket lang kasi ang hawak mo Sir. Uunahin namin yung nagbabayad kaya sa next flight nalang kayu." as advised by an agent after he called the customer service line 7020888. He demanded to speak to a supervisor and eventually the call got disconnected. He tried doing the same process all over again but everytime he demanded to speak to a supervisor he'll be advised that no supervisor is available. This event caused a lot of frustration to my friend. THEY'VE DONE THIS TO ME SEVERAL TIMES ALREADY. So what really are the supervisors doing on their call centers in Manila & Cebu? Are they sleeping on their cubicle or chatting with their friends in yahoo messenger?? Or they're just simply refusing to take over the call??

Issues like these makes me want to expose the down side of cebu pacific. I've already emailed several people about this site and i received tremendous support. I wanted to warn everyone to stay away from this airlines coz they don't know how to run an airline. All they know is how to RUN AWAY with your money.

I'm sharing this information to let you know that Cebu Pacific is not doing a good job in accomodating passengers that will eventually miss their connecting flight. If you plan to fly with them, allow at least 5 to 10 hours of connecting time. Not to mention the change of terminal that you'll endure (if you fly in/out with another carrier). Take note that they will not shoulder the cost of your of missed flights so that means that you need to shell out more money and it defeats the reason why you're flying with a low cost carrier because you wanted to save but the truth is you're paying more. And they have limited routes and frequencies so it's going tough when you missed a flight with them especially now that our country is expecting high volumes of passengers coming into the Philippines.

More often than not Cebu Pacific often use "Kasi Low Cost Carrier lang kami" to cover up their poor customer service. I can't imagine how OVERUSED that word IS. Why can't they just learn from their mistakes and do something better next time they fly. As I read from the news online Candice Iyog (VP for Operations) always been reading & reviewing the blogs online and they'll get some feedbacks about their services from the passengers. If she happens to cross this site of mine here are my suggestion to her:

1. FASTER REFUND PROCESS. Online booking is a key factor in the success of 5J in getting more passengers to fly with them. Credit card (and soon they'll accept Bancnet ATM) is accepted in completing a booking online and come the time when the passenger needed to cancel the booking they would have to wait from 5months to 8 months or even a year to get their refunds. That's RIDICULOUS. I suggest they speed up the refund process to as little as 2 weeks. That will make their passengers more confident and purchase more tickets in the future.

2.EXCELLENT INFORMATION DISSEMINATION. When they know that a certain flight will be delayed they should do a good job in informing their passengers. If it's pre-travel they should email, text or call to notify them ahead of time. If it's on the actual day itself they should notify them about it in real time and let the passengers know of their new departure time. They should be ready to offer reprotection in cases where a certain passenger may miss her/his connecting flight. Station a DUTY MANAGER or SUPERVISORS which VISIBLE, HELPFUL & RELIABLE.

3.IMPROVE CALL CENTER SERVICE. I don't really like calling their call centers in CEBU or MANILA. Some of their agents are rude and doesn't even know what they're doing. Some of them often disconnects the caller if they don't know what to do. One time I ask for a supervisor and waited for 3 hours but no one dare to take over the call. It was so frustrating. My suggestion is for them to have a Zagat survey related to customer satisfaction on their offices and on their flights. In that way they can keep track of how efficient they are and how can they improve their services month after month. Put more supervisors too 24 hours a day. Or better yet set-up a customer relations department and empower them to make decision to keep customer loyalty & satisfaction as high as possible.

4.ONLINE SUPPORT & FEEDBACK FORM. I'm not really confident about their online support and feedback form. I file a complaint once and the system told me that they'll call me back within 1 week after they got my mailing address, email and cell number. But it's almost 1 month now but no one reached out to me from 5j. My suggestion is to put more people on that line of service to attend the needs and query of the passengers.

5.MAINTAIN THAT LOW FARE. Philippine Airlines is about to beat them in the pricing game. PAL has lowered it's rates significantly to match the existing fare of 5J and even offer snacks on board, bigger planes, free seat assignments and a 20 kg baggage allowance. But I'm challenging them to beat the customer's expectations by even lowering their prices but still offers a world class customer service all the time.

It was a like a vacuum that suck all my friends to fly out to a destination where flying is for free. It was the grandest promo perhaps in the history of avaition as 5J gives out free tickets online. People went crazy, booking tickets from luzon, visayas and mindanao. Then it was sold out.

Come October we'll see and witness the clutters and inconveniences this airline will create. If you're holding a ticket, think twice before flying. You may get a free ticket but it's not. More charges will come your way. You may find that out yourself or look through this site.

Here are the possible/expected services that you'll receive if you're holding a free ticket:

"Sir, sorry if di niyo alam na cancelled po yong flight nyo today. Bakit hindi ho kayu tumawag para magreconfirm? Alangan ba naman kami ang tatawag sa cellphone nyu. Added gastus yon sa cebupac and take note na wala kayung ginastos so kami di rin kami gagastos."

"Sir, we're overbooked today. Since your ticket is for free, i-rerebook nalang po kayu namin bukas or sa days na may avail. Since wala kayong binayad sa amin hindi kami makaprovide ng hotel o pantaxi."

"Ma'am delay po tayu today kasi yung isang eroplano namin ay pinapaayus pa. Hindi po namin alam kung anung new departure time nyo. Pro mag-antay lang po kayu at magbakasakali na may eroplano na darating.Punta muna kayu sa canteen at mag-order ng gusto nyo. Kayu rin naman ang magbabayad eh."

"Sir LOW COST CARRIER lang po kami. Sana maintindihan niyo na if walang eroplano eh hindi kayu makakalipad ngayun. Wag kayung mag-alala. Wala kayung binayad so dapat wala kayung reklamo. Di nga kami nagreklamo na wala kayung binayad. Yung binayad niyu sana sa amin ay ipambayad niyo nalang sa bagong ticket nyo sa PAL or Asian Spirit."

"Ma'am wala po ang manager namin. Naglunch pa po at di namin alam kung babalik pa yun. Kung gusto niyong magreklamo eh tumawag ho kayu sa 7020888 o 2308888.  Please po huwag niyo kaming isumbong sa MEDIA. Pasensya talaga kasi Low Cost Carrier lang kami."

"Sir, I understand po na upset kayo. Sana maintindihan nyo po na business is business. Hindi po naman nami kayu pinwersang magbook online. Sana naman wag nyu po kaming pwersahing magbigay ng service na inexpect nyo. Kung magwala kayu diyan eh wala na kaming magagawa."

So if you heard this statements at the airport I hope you'll stay calm and focus. I need you to prepare your lines too. IF not then SHOUT & be IRATE. We're all helpless prey in this game of Cebu Pacific. Better stay home. If you need to travel fly with somebody else and not 5J.

FROM GMA NEWS.TV

HOW DARE cebu pacific BOAST its on-time performance of 86.50% and they HAVE THE NERVES TO CALL IT WORLD CLASS?? Anong akala nila sa mga Pilipino nga ganun tayo ka BOBO at maniniwala tayo na ito'y WORLD-CLASS. PHILIPPINE AIRLINES is even silent about their 95.7% ON-TIME PERFORMANCE which deserves a commendation and can be rated as WORLD-CLASS.

Here's a reality. After touch down with a Cebu Pacific plane the announcement will be: "We have just landed at Davao International Airport. We apologize for the delay and we hope that WE'LL MAKE IT UP ON YOUR NEXT FLIGHT." 

Domestic

MANILA-CAGAYAN

MANILA-CEBU

MANILA-BACOLOD (near death)

MANILA-LEGASPI (new)

CATICLANT-MANILA

KALIBO-MANILA

MIXED POSTS

International

MANILA-JAKARTA

MANILA-HANOI

MANILA-SINGAPORE

HONGKONG-MANILA

MANILA-HONGKONG

HONGKONG-MANILA

BANGKOK-MANILA

MIXED POSTS

REFUND

FORUM ON CEBU PACIFIC REFUND

FINALLY-MELANIE T. LIM'S award winning notes for CEBU PATHETIC.

MAY 4,2008 | MAY 11,2008 | MAY 18,2008 | MAY 25,2008  | JUNE 1, 2008

I also found  this complaint letter online courtesy of Malaya-The National Newspaper

I was supposed to post some of my experiences during new year in Boracay, but instead, Cebu Pacific has forced me to write a post about them. Click to continue...