Back in early November, I experienced a Cebu Pacific online booking gltich. I got triple bookings on the same travel date (is that even possible???) with Cebu Pacific because of errors that occurred during the online transaction. I checked with my credit card provider, Citibank, and the charges were reflected indeed, though still floating at that time. (Full details of my story here and here.)
Anyway, I am glad that the problem has been resolved. But largely because I took active steps. Cebu Pacific did very little to resolve the problem.
First I called Citibank to verify the status of the charges.
Next I called up Cebu Pacific’s customer service hotline. This is the challenging part, because it could get really difficult to get through. On top of the long waiting and repeated attempts to finally get through, talking to the call center agents (CCA) is soooooo exasperating. One one hand, I wished they had more common sense; on the other, I knew they could only do/say so much.
This one step alone (of calling the hotline) will test your commitment to be righted.
During the first conversation with CEB’s CCA, I was told to follow up after a week. So follow up I did. Of course, I was once again told to follow up after another week!
But hey, hey, I did not let that get me down.
I called up Citibank again to find out what I can do. I was planning that, if Citibank gives me crap too, I’d have my card discontinued.
But I was glad that I did not have to play along those lines. Citibank gave me a temporary credit for the two repeat charges by CEB – the charges were reversed temporarily. Because the credit was only good for one week, Citibank advised me to file a Dispute Report against CEB. This way, Citibank will have a record of the dispute and a basis for permanent reversal.
Why, tenacity and common sense worked! In my December Citibank billing, the charges were reversed. Two happy thumbs up for Citibank!!
I’ve been warned by others who have been victims of CEB’s sucky billing system that it would take a year to get a refund. My thoughts were that if my payment doesn’t get to CEB, then there would be no need for a refund, right? And that if I stopped the payment from reaching CEB, then I’d be okay, right?
That’s why I opted to speak with Citibank and explore solutions with them.
So next time you encounter the same problem as I did, go to your bank. You are your bank’s client. It will protect your interest, more so if you have good standing with it.
As for Cebu Pacific – no, never again. The discounted fares are tempting, but not worth enough the hassle and waste of time of trying to call your hotline. Do you have any bad experiences with Cebu Pacific online booking?