Thoughts on Crappy Customer Service and Cebu Pacific

Last week in November 1, I was told by the Cebu Pacific call center agent to call after one week to follow up on the status of my complaint.

On October 31, three transactions were charged to my credit card account after I tried booking online during the 1-Peso Seat Sale. All three transactions had error results on the Cebu Pacific website. But when I checked with my credit card, all three apparently went through. (Story here.)

Of course calling the Cebu Pacific Call Center  (632 7020888) yesterday to follow up was a futile exercise. After putting me on hold for 30 minutes, this is what I get:

Call Center Agent Y.L.: I am sorry, ma’am, but your case is still under investigation. I cannot give you any information at this time.

I wasted thirty precious minutes of my time waiting just to hear this useless excuse.

So, is this going to be a case of who gives up first? Considering the money is just a little less than two thousand pesos, should I just simply shrug this off and let it go?

I intend to pursue this. I have already called my credit card provider. The bank gave me a temporary credit for two of the three charges. (Two of the three because, despite the royal crappiness of CEB, hub and I are still going to take one flight. Oh the risks! I am scared!) Meanwhile, I have filed a dispute against Cebu Pacific.

It’s not just the money involved. Customer service in this country truly sucks because companies are not compelled to step it up. Why? Because Filipino consumers take it! The line of thinking is: “Tutal, maliit lang na pera yan. Hayaan ko na, sayang ang pagod at oras.”

If we all thought this way, then we definitely have no right to complain about anything in this country. We deserve the crappy customer service that we get.


Planning early for holiday getaways always has its benefits. I’ve booked our (hub and my) anniversary getaway for 2010 with Air Asia already. And I got such a wonderful deal. For an amazing Caribbean holiday, why not fly to Dominican Republic and stay in one of the luxurious leisure puerto plata Hotels.

7 thoughts on “Thoughts on Crappy Customer Service and Cebu Pacific

  1. If you think customer service is awful in the Philippines wait till you get to Germany!! Hahaha.. this country is like a desert when it comes to customer service.. void.. null, nada.. zero…

  2. my wife was in a similar situation last year, and when the so-called investigation was over, she was given a refund. and she received it after three months!!! which made me think, which is worst kaya, Cebu Pacific o PLDT?

  3. had similar experience last dec and until now, i still did not receive my refund. unfortunately, i left phil early this year so i didn’t have the chance to follow with them. =(

  4. correct kayong lahat. cebu pacific customer service really sucks… incompetent sobra. bastos, wlang breeding. dapat palitan na yan., lalo na ung batch this 2011.

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