Extreme disappointment with the service provided by Cebu Pacific. My family and I were traveling from Bohol to Hong Kong via Manila on a single booking. Separately, I had a different booking for the same flight from Bohol to Manila, as I was continuing my journey within the Philippines.
Without any consultation, Cebu Pacific unilaterally changed my flight to a different schedule, despite my booking being for the same flight as my family. I repeatedly called customer service to explain the situation and emphasize the importance of traveling with my family, highlighting the inconvenience this change would cause. Despite my multiple attempts and clear explanation, the airline staff insisted that they could not change my flight back to the original one.
Feeling like I had no other option, I was forced to take the new, separate flight. My family, meanwhile, boarded the original flight as planned. To add insult to injury, I was informed by my family that there were empty seats on the plane that I was originally supposed to be on, meaning there was no valid reason for the airline to insist on this separation.
This experience was not only frustrating but also completely avoidable. The airline's lack of flexibility and unwillingness to resolve a simple issue, even when there was clear availability, caused a great deal of stress and unnecessary inconvenience for my entire family. As a customer, I expect better communication and a more humane approach to problem-solving. I will think twice before booking with Cebu Pacific again.
