Cebu Pacific - Unable to complain

[ethernet]

Cebu Pacific has a very poor consumer affairs raiting and plenty of upmost serious warnings.

Does anyone know CebuPacifics internal complaint email address? <<<

Their booking centre is unable to accept 'complaints' I can see a $160 fare being flushed down the toilet. Some might be tempted to checkin with a few near empty black bags then go awol at the airport causing delays and unloading. To sting pax is OK, but crossing the almost extortion line is bad.

For Complaints - Using FB or Twitter is unacceptable on many levels, but also a barrier to sight impaired persons.
Plenty of people reporting that booking a new flight is considerably cheaper than changing an existing flight. You can be certain they did not convert that date change, nor got any other bookings I had to make. A++ for insane stupidity.

As I pen this I see Qantas is starting to copy a USA airline with change vouchers.
I submitted a formal ACCC complaint, for Cebu Pacific questioning disability access and/or frustrating legitimate complaints.

ATSB and one REPCON
ACCC should be interested in no disabled complaint line (FB+Twitter)
European regulator and the data privacy ACT - FB is not compliant by a long shot.
Maybe their Australian operation licence will not be autiomatically renewed when it comes up if ACCC raises compliance issues. As the old Tiger found out once.

Compliance auditing is fun!

 

[juddles]

ethernet, can you expand on your post for those of us that do not understand? What exactly happened to you???

 

[Mrmaxwell]

What did I just read???

 

[Scarlett]

A random stream of consciousness?

 

[ethernet]

Well,

Its my fault, I bought a promo fare for $120 one way, plus $40 for luggage off Cebu Pacific
The second mistake is not reading AFF posts on CP stating even if their flight is cancelled for their reasons, they refuse to pay out for a time critical event like wedding/funeral. - very bad rap, seems worse than Jetstar before the ACCC pulled JS into an undertaking.
I figured on the return leg when I knew forward commitments. Months later I discovered Chinese new year was on 5 Feb, and return airfares were sky high at nosebleed levels. Other business came up

I expected to be raped/fined for trying to change a promo - but so so much that that you walk away and loose the lot. After all, I am committed, with cash to spend. But the fine print says Plus the fare difference, where the fare difference is the regular fare, not another promo fare. In CP's case it was cheaper to fly PAL or MAS return than book their one return way on CP.

Some people may just pay whatever to a call centre, but with skyscanner - I am not so stupid.
I thought a complaint was justified,after all Jetstar would price match in a millisecond. Well, their call centre does not handle complaints, not in their contacts either. Their call centre tell me I must use Facebook or Twitter to complian.

Shockingly, I have never used FaceBook or Twitter, and never will. A spinal operation damaged my nerve system, and the fingers are not that good. I have a special disabled software and macros that work, but don't work with all the eyecandy and popups in FB and Twitter. I am not blind yet, but if I were that entire class would not be able to complain. Never mind their own privay policy is nonsense - FB sells the lot.

Thinking back to the Sydney Olympic games, there are certain businesses that it is desirable they have a website or alternate method for all those oldies/cripples/disabled that can't operate an Itard.
Well, Cebu Pacific don't have full coverage for the disabled, complaints being one. I think they probably never heard of a blind teletype.(Qantas is and does have a TTY policy).

 

[love_the_life]

Well,

Its my fault, I bought a promo fare for $120 one way, plus $40 for luggage off Cebu Pacific
The second mistake is not reading AFF posts on CP stating even if their flight is cancelled for their reasons, they refuse to pay out for a time critical event like wedding/funeral. - very bad rap, seems worse than Jetstar before the ACCC pulled JS into an undertaking.
I figured on the return leg when I knew forward commitments. Months later I discovered Chinese new year was on 5 Feb, and return airfares were sky high at nosebleed levels. Other business came up

I expected to be raped/fined for trying to change a promo - but so so much that that you walk away and loose the lot. After all, I am committed, with cash to spend. But the fine print says Plus the fare difference, where the fare difference is the regular fare, not another promo fare. In CP's case it was cheaper to fly PAL or MAS return than book their one return way on CP.

Some people may just pay whatever to a call centre, but with skyscanner - I am not so stupid.
I thought a complaint was justified,after all Jetstar would price match in a millisecond. Well, their call centre does not handle complaints, not in their contacts either. Their call centre tell me I must use Facebook or Twitter to complian.

Shockingly, I have never used FaceBook or Twitter, and never will. A spinal operation damaged my nerve system, and the fingers are not that good. I have a special disabled software and macros that work, but don't work with all the eyecandy and popups in FB and Twitter. I am not blind yet, but if I were that entire class would not be able to complain. Never mind their own privay policy is nonsense - FB sells the lot.

Thinking back to the Sydney Olympic games, there are certain businesses that it is desirable they have a website or alternate method for all those oldies/cripples/disabled that can't operate an Itard.
Well, Cebu Pacific don't have full coverage for the disabled, complaints being one. I think they probably never heard of a blind teletype.(Qantas is and does have a TTY policy).

Even QF (and I bet almost all other airlines) say that for changes, you pay the change fee plus any fare difference, so CP isn't alone there. If it was a high demand time, of course fares are going to be high.

 

[dajop]

Even QF (and I bet almost all other airlines) say that for changes, you pay the change fee plus any fare difference,.

But they will allow you to change to any other fare (promo, sale or otherwise), as long as it is higher than original fare, just no changing to a cheaper fare. It seems Cebu Pacific won't allow changes to other promo fares. Which would be consistent with most airlines, if the promo fares were cheaper, but not consistent if the new promo fare was more expensive.

T&C indicate:

Promotional Fares and Regular Fares with promo code discounts and the applicable fees, taxes and surcharges are non-transferable, non-reroutable, non-refundable and may not be stored in a Travel Fund but may be rebookable (except to another promotional seat after the sale period). Where allowed, rebooking must be done within the Airline’s prescribed period and is subject to the applicable charges such as rebooking fees and fare difference. Taxes, fees and passenger facility charges associated with the non-refundable Promotional fares cannot be refunded unless required under existing government regulations.

 

[love_the_life]

But they will allow you to change to any other fare (promo, sale or otherwise), as long as it is higher than original fare, just no changing to a cheaper fare. It seems Cebu Pacific won't allow changes to other promo fares. Which would be consistent with most airlines, if the promo fares were cheaper, but not consistent if the new promo fare was more expensive.

Ah I see

 

[Mrmaxwell]

Having lived and worked in the Philippines I can assure you Cebu Pacific have a terrible reputation for customer service. There would be news reports at least once a month where they would leave hundreds of Filipinos stranded either domestically or worse in other countries with no recourse, refund, alternate flight - zip zero nada. At least once I saw the president get involved and force the CEO of CP to organise a replacement flight for stranded OFWs (overseas Filipino worker) trying to get back home for Xmas.

There are virtually no consumer rights available in the Philippines so everyone knows if you book a cheap promo fare don't expect to ever make any changes without losing it, and never expect the flight to depart on time or ever - they depart and cancel at will.

 

[TonyD]

Family & I have flown CP many times - never had to change a fare . Though I reckon they flew on time 50% of the flights . Never had one cancel and max delay was 3 hours . I know this is off the original topic a bit - but weather and conditions there are a lot rougher than western nations . ( When in Rome ...... )

 

[ethernet]

Having lived and worked in the Philippines I can assure you Cebu Pacific have a terrible reputation for customer service. There would be news reports at least once a month where they would leave hundreds of Filipinos stranded either domestically or worse in other countries with no recourse, refund, alternate flight - zip zero nada. At least once I saw the president get involved and force the CEO of CP to organise a replacement flight for stranded OFWs (overseas Filipino worker) trying to get back home for Xmas.

There are virtually no consumer rights available in the Philippines so everyone knows if you book a cheap promo fare don't expect to ever make any changes without losing it, and never expect the flight to depart on time or ever - they depart and cancel at will.

Sir,

You are correct. And until recently Jetstar also played that line until ACCC waved a hammer and reminded them of statutory rights (and not mentioning that is an offence in itself). However in Australia we can complain, because our regulatory authorities don't want to get involved in loss leading compliance operations - unless it makes 4 Corners.Bottom line. I got zip/nada.

It was poor business sense to loose 2 new ticket sales when I was moving from peak to offpeak. And reputation destroying to offer me the same promo ticket at a higher price!

When rubbed the wrong way, I used to get cross. Now gainfully underemployed, I can enforce my rights, and for fellow disabled pax, but some operator ignorant of their operating rights - which probably means comply with all applicable Australian laws, including the disability Act. .

The ACCC may be interested from a consumer perspective, as well the Civil Aviation Safety Authority from a regulations point of view. My ACCC complaint is running, and CASA, who we remember Tiger Airways being grounded over not having a dedicated safety officer are running concurrently.

Any suggestions how to object when their licence to operate between Aus and MNL will be added to my to do calendar if a resolution is not reached by then. Hopefully JQ will get wind of this complaint and second why CB need to show cause direct to the Minister.