Cebu Pacific Air complaint: Misplaced Bag Cancelled Flight

Dear CebuPac,

My name is Anton Fausto, a 26 year old freelancer with experience in content production, hosting, dj-ing and choreography. I have just started living independently as an adult. Traveling is one of my favorite things to do, it serves as a new adventure and a break from my routine at home, where I spend each day trying to figure out what I want to do with my life. I want to share my recent experience with your airline. I don’t know if this message will reach anyone or will actually do anything but I just had a terrible trip and who knows, maybe sharing my feedback with you will help your service for other travelers like myself.

CebuPacific is a budget airline, so I understand the quality of the serviceproduct is affected because of this nature. I recently had a trip to Siargao last Jan 8-11, 2023. First, I had to take 2 flights, one from Manila to Cebu then another from Cebu to Siargao because my purchased SeatSale vouchers didn’t actually cover the domestic flights as advertised (MNL-IAO). In my second flight, which was from Cebu to IAO, your staff printed the wrong bag tag, sending my checked in luggage back to MNL instead of IAO. Your staff in Cebu did their best when I noticed the wrong bag tag around half an hour before my departure. They were polite and respectful as they contacted the involved flights trying to resolve the situation but didn’t work. So I spent my first night in Siargao without any of my stuff, only a promise that my bag was arriving the next day. I’m grateful to not have any medicine or anything I couldn’t survive with for that night. I ended up buying some clothes, toiletries, etc., for myself, luckily I had enough money to.

Fortunately, my bag arrived the next morning at my hotel in one piece. I was not compensated in any way for this huge inconvenience.

Fast forward to Jan 11, I was already on the way to the airport when I got a message on Viber saying that my flight, which was to leave in 3 hours, was moved to Jan 13, adding an additional 2 nights to my stay. No one controls the weather and I don’t blame CebuPac for making it rain but I would like to believe that your vast experience in this industry would already prepare some sort of SOP for displaced customers. Again, there was no compensation. We were left to figure out what to do with our lives until then. Luckily, I found a flight that was leaving for Manila that same afternoon but through Philippine Airlines. I immediately booked a ticket online because I needed to be home for work. Again, this was an option I could afford because I had enough money. Others don’t.

I got home safely last night in one piece but the terribly unpleasant experience still lingers. I don’t have the energy to be angry, just hopeless. The same hopeless feeling I have when way I see our country as one where you have to fend for yourself, that if you don’t have the connections and resources, you’re basically screwed.

Attached are my flight details and pictures of the flights involved.

Flights
Going Booking Ref: JN4GGE
5J 553
DG 6853

I don’t expect your services to vastly improve overnight but I hope some progress is going to be made. I want to continue flying with CebuPac because it’s the airline that I and millions of Filipinos can afford. But if this is CebuPac’s standard, I’d rather fill my desire for traveling in other ways.

A Disgruntled Passenger,
Anton Fausto