Posted by Admin
I must admit, I was a fan of Cebu Pacific promo before. Everytime there's a promo, I always wanted to book flights either domestic or international. All I can think of, is to just grab the opportunity and buy cheap tickets. During those days, there are times that we have to rebook our flight or even cancel it so unfortunately I have to undergo on their horrifying refund process, not even sure if they have process at all.
Now I am reading some comments from PinoyTux weblog "Cebu Pacific sucks" (nice title!), and I can understand their anger, I mean I really am. Kung 50 cents nga lang di ka sinuklian ng jeepney driver, nakakainis na e, hehe. There was a point that I really have to go to the Cebu PAcific office and asked for someone in-charge from their refund or accounting department, but it was useless. I can't blame their call centers, I know that it is somehow not their fault, except if they are not good in documenting all incoming refund request. I think the problem is in their accounting department that handles refund, I don't really know what's going on in their office, and I don't feel that all the people who works there especially the managers are doing their job.
One of the most stupid thing they customer service did to my friends is that: they cant refund a flight which was double charged on credit card due to internet error because they said that it was tagged as a promo, they said it because its what their system says. Because of this, I tried to help my friend, called the customer service daily, I took names of all the agents who answered it and asked for a manager. Whew, it is not easy to do that, ive undergone through many many follow-ups until I got hold one of their managers and finally have received their refund.
So..based from my experience, I just wanna share some few pointers When is the best time to call?
When it is your first time to request for a refund process, asked for the name of the agent who took your request and I think now they will provide a reference number to that request so they can track it back when you call back again
When they say 60 working days, start to mark your calendar! Wait for that 60 working days to give time to all those Cebu Pacific employees to do their "very difficult" job. Expect the worst.
While waiting for that 60 working days, pay your credit card bill first, don't expect Cebu Pacific to pay it back so quickly or else you'll regret paying the interest too.
And finally, when that 61st day comes, try to call your bank and ask if there is a refund payment coming from Cebu Pacific. If they say they have not receive it yet, then be prepared by bombarding calls to their customer service hotline. I'm sure that you'll hear hundreds of alibis why it was taking so long. And don't forget to ask for their names before initiating into a conversation, you'll never know if they will hang up on you if you lose your temper. Dont get intimated from those Cebu Pacific customer service, just come to think that they are only local call center agents and you earn So be patient, this is like a stress test, pag pikon ka talo ka, hehe!
Lessons learned: as much as possible, if I am planning any vacation, I would go to Philippine Airlines website first. Cebu Pacific had somehow built its bad reputation about their refund process, no need to prove it, its all over the internet. I hope Gokongwei clan would look into this, bad bad bad for business.