First time Cebu Pacific "guest"

[jerry west]

I needed a return flight from MNL to DGT, and Cebu Pacific had lower fares then the competition, PAL, so I decided to use Cebu Pacific. I had read many reviews of Cebu Pacific, most of which were negative.

To begin, I planned to travel with no checked bags, only hand carry. I went on their website to book my flight. Later, when looking at my invoice, I saw a fee for using their web check in. No where on their web site could I find a disclosure about this fee.

I made an error on the web check in, a big error. Some how I checked off that I was traveling with excess baggage, for a fee of P1000. When I tried later to explain to their call center that I made an honest error, and would like a refund for the P1000, it all fell on deaf ears. Cebu Pacific call their passengers “guests”, but I wasn’t treated like a guest, more like an intruder when I asked for the refund. It took a long time on the phone before they would allow me to speak to a supervisor. After talking to the supervisor I got the company litany that basically states, “buyer beware” when using the web site. Any mistakes by the “guest” will not be revoked and Cebu Pacific will keep your money. In other words, you will be charged for a service even if you did not receive the service.

Another word about their website. After the “guest” books a flight, by default, seats are automatically assigned – for a fee. If the customer doesn’t want the seat assignment one must go thru a couple of computer transactions to cancel the seats. I believe this default billing without the customers consent is called negative billing. Most consumer friendly vendors do not use this method of wringing extra money out of the customer, Cebu Pacific does. If the “guest” does not like the seats assigned, there is of course a fee to change the seats. All these fees, and bear in mind, it is the customer doing all the work to book the flight. You act as your own travel agent and get fleeced every which way.

At MNL and DGT airports we inquired if the flight was on time. We were told it probably was, as far as they knew. Well, at both airports the flight was over 90 minutes late, and never an announcement at the gate. I went to the agent at the desk at MNL and asked about the estimated time of departure. The answer didn’t matter, it was much later. Most people sat there, never asked or approached the desk, I guess they were seasoned Cebu Pacific flyers. Our departures were delayed 90 minutes.

Onboard they charge for everything except the air you breath, and then they have the nerve to ask the “guests” to fold the seat belts and place them nicely on your seat, as you exit the aircraft. Every little thing helps to save costs – for them.

At DGT, Pal had a flight departing almost the same time as the scheduled Cebu Pacific. Pal check in counter was only half as busy as Cebu, I guess others were like me, wanted to save a buck in spite of the service. PAL arrived and departed DGT on time, while us discounters sat and waited for Cebu Pacific.

[firefly]

Later, when looking at my invoice, I saw a fee

The moment you click to make a booking on your computer, you see exactly how much it will cost, and that is exactly what will apear on the invoice.
You also have the choise to pay in Pesos or a currency of your choise (the computer will choose a currency based on the adress of your credit card.
It is certainly an adventure to book a flight from Cebu Pacific on the net but if you don't understand the full procedure, you better opt for a travelagency that will do the work for you.
It is also possible to do the whole drill of a booking (practising) if you like, as long you don't click on the button BUY it will not cost you anything.
PS/ I'm not a fan of Cebu Pathetic for many reasons, but if you can fly from Dumaguete to Manila for less than 1,000 pesos (they call it a 1 peso ticket) i also use their service.

[mntnwolf]

Yep, AFAIK it's the same in America & Europe on the "discount" airlines -- ya get what ya pay for -- tho maybe a bit more consumer protection enforced by governments up there.