OPEN LETTER TO CEBU PACIFIC AIRLINE MANAGEMENT

Posted by raredog in A.U.T.S., ... | 05.26.2014 - 11:18 pm




 

cebu-pacific-airline-failed-online-booking 2

April 11,2014 

I gave up calling their hotline siguro mga 1AM na kase wala namang available customer service para masabi ko yung tungkol sa problem ko. Then tried visiting their website again after I woke up and found out about their “Guest Feedback Form”, duon ko ginawa itong sulat kong ito sa ibaba.

April 12, 2014

Hello po mam/sir.

God Bless po. First time ko po mag try mag book online, dahil po sa kulit ng anak ko na me promo daw po at last day kahapon. Dadalaw po kase sila sa pamilya ng asawa nya sa Davao kasama 5 mos old kong apo. Medyo pagod din po ako kagabi at inaantok na. kaya siguro po kakamadali ko kagabi kase mag 12AM na, tapos po mejo mabagal din po ang loading ng website, hindi ko po napansin na SAME po pala yung na-book ko na date ng Departure at Return nila (Departure Sept 9. – Return Sept. 9) Dapat po kase Departure nila Sept. 1. Kung mapapansin nyo po sa booking talaga po nagtitipid kami kaya pinilit ko po habulin yung Piso Fare, kaya po kung mape-penalize po kami hindi rin po kami nakatipid, mas lalo pang napamahal. Kaya nga hand carry lang din po sila pati pabalik. Sori po talaga at nakikiusap po ako na mapalitan po sana yung date, okay naman po sa anak ko kahit ano pong date sila sumakay wag lang po same date, kahit po chance passenger, please po para po na rin po sa apo ko.

Maraming Salamat po at lubos pong gumagalang – Gerardo Barcelona

On which I got an auto-response

Thank you for sending your feedback!
Cebu Pacific will use the details you have provided to check on what caused this incident. Please note your case number CEB-11925-0514 as you may use this to monitor your case.
Please give us seven (7) working days to work on this and get back to you..
Thank you!
Guest Services
Cebu Pacific Air

Tried calling customer service a few more times sa mga sumunod na mga araw, tapos lahat ng nakausap ko would asked me to tell exactly what happened and said that they would brought up my case to their higher-ups and just wait na lang daw kung ano ang magiging pasya.  Tapos nag-post din ako sa Facebook page ninyo asking HELP about my booking and what to do about it. Tuwa na sana ako ng may nag-assist eh, kaso scammer pala, at nag-aabang lang ng mga katulad kong me problema sa sistema nyo.

Not satisfied, after a few more days, naka isang post ulit ako using their “Guest Feedback Form”. Sa wakas I got a reply from one of their guest relation.

April 29, 2014

Dear Mr. Gerardo Barcelona,

Warm greetings from Cebu Pacific!

We write in connection to your email with the request to rebook the ticket that you booked for your son under confirmaiton number A****K without fees.

We sincerely empathize with you for booking the wrong flight for your son and grandson.

Based on our investigation, we checked the record and found out that it was booked under a promo fare. Please be advised that promo fares are non-reroutable, non-transferable, non-refundable and may not be stored in a travel fund. However, it may be rebooked more than 4 hours before the flight and will be subject to fees.

We regret to inform you that your request is not granted. As the flight is still on September, it may be cheaper to wait and purchase another promo fare rather than rebook the ticket. In the event that you are unable to purchase another promo fare, the rebooking will be subject to a rebooking fee and fare difference. Please be reminded that rebooking the ticket should be done more than 4 hours before the flight.

When you finalized the transaction online, you have come into a Contract of Carriage with us and any changes on our agreed contract will be subject to our fare rules. We designed the online booking process to have the booking summary at the right side of the page in order for our passengers to check that they are booking the correct ticket.

We also added the feature that you would need to tick a box at the payment page that says that: I HAVE REVIEWED MY BOOKING SUMMARY. The price and flight details are correct. I have read and accept the, Fare Rules, General Terms and Conditions, Travel Regulations, Website Terms of Use and important reminders and information posted by the airline. I hereby confirm that specific authority was given to me by all other guests travelling as part of this booking to consent, agree, and accept these conditions. If that box remains unticked you will not reach the payment page. Since you are able to reach the confirmation page, it means that you ticked that box and in good faith we believe that the ticket that you booked is correct.

We hope for your understanding on this matter.

Sincerely,

Yammy Alzaga
Guest Relations

I have nothing against you ma’am Yammy. But malinaw naman na na-analyze ninyo na I’ve booked the wrong flight di po ba? Yun nga lang sa bandang huli sinabi mo naman na correct. Anlabo naman. So nag-reply ulit ako sa email.

May 10, 2014

Hello po,

Sir/Mam, I agree po sa rules ninyo wala po akong kinontra duon. Nagkamali po ako sa kakamadali ko po, dahil po kakahabol sa oras. Kahit double check nyo po yung time ng transaction ko, malapit na pong mag alas-dose ng hatinggabi. Sa pagaakala ko po na baka hindi umabot yung booking ng anak ko, binilisan ko po lahat para maka-abot sa promo. At dun na nga po ako nagkamali dahil pagod po ako that night at mabagal pa yung internet at loading ng website nyo, tapos meron pa pong TIMEOUT kaya naisipan ko na gawin na lahat ng mabilisan bago mawala yung mga tina-type ko.
Simple lang naman po yung situation kung paano ninyo malalaman na in good faith din po na incorrect po yung nagawa kong booking.

a. una po same date yung departure at return flight schedule.

b. meron kasamang sanggol sa biyahe

Yan lang pong dalawang factor na yan, I’m sure mejo unusual na po di po ba?
Hindi ko na po isasama jan yung travel nila by land kase hindi nyo na sakop yun. Pero sasabihin ko lang po na need pa po nila (with the baby) to travel 4 hours by land to reach their destination.

So all in all, the group (my son and his family, with a baby) will be travelling approximately 12 HOURS po that day – September 9, 2014.

Di po ba masakit sa katawan yun? Wala pa dun yung travel period nila from their house in Manila to Airport and vice-versa di po ba?  Paano na rin yung stay nila dun? Tinginan lang sila nung dinalaw nila tapos alis na agad?

No excuse po ba magkamali sa online booking ninyo? Wala po bang grace period na maitama po yung pagkakamali ng booking? I’m sure pasok naman po ito within 24 hours period since its only a matter of minutes after booking it nag-effort agad ako to report it.

Hindi po ako nanghihingi ng limos dito, customer po ako at binayaran ko po ng advance payment yung serbisyo ninyo. Konting konsiderasyon lang naman at unawa po yung hinihingi ko sa inyo, we know you have rules, pero sana naman po pede nyo rin i-set aside for humanitarian reasons naman po ito para sa isang pamilyang dadalaw lang po sa maysakit nilang magulang sa Davao.

 

Umaasa po ng lubusan,
Gerardo Barcelona
p.s. I have post this bad experience as an OPEN LETTER sa blog ko not to collect sympathy from the public but for them to be aware of your great customer service.

UPDATES AS OF MAY 28, 2014

I received another letter from their Guest Services Officer

Dear Mr. Gerardo Barcelona,

Greetings from Cebu Pacific!

This is in connection with the concern that we have received you about your wrong date of booking under record locator A****K.

Based on our investigation, there was no reported system glitch on the day of your booking. We have a detailed report of when our system is down and April 11, 2014 the date of your booking, is not included in the list of our Information Systems Division.

Based on our findings, there is a huge possibility that you have unintentionally scrolled down your mouse while booking for your flight. You might have changed the date of your flight without you noticing it. As much as we want to grant your request, we regret to inform you that we cannot waive any penalties that your booking will incur shall you rebook your flight.

In every transaction, there is a complete summary of your booking that can be found on the left side of every page. This was purposely designed so as you can check all the details of your flight (flight date, flight time, name of passengers, fare rate, etc) prior to the payment page. Booking may still be changed without any charges once you noticed an error or mistake on any information that you have placed if you have not end your transaction yet. However, once you have already finalized the booking, any changes made with the booking are subject to penalties.

Shall you wish to rebook your flight, you may call our hotline at +632-7020888. Kindly rebook the flight more than 4 hours before the time of your departure for our agents to still assist you with your concern. Failure to rebook the ticket within the said period will result to forfeiture of your ticket.

Thank you very much for your understanding on this matter.

Sincerely yours,

Jeus Somera
Officer-Guest Services
Cebu Pacific Air

and I replied

Thanks for replying sir,
 
Hello po. I’m not saying there’s a glitch or system malfunction on your website. And yes tama po kayo dun sa part na baka na scroll down ko yung mouse. Ang point ko lang po is please consider din po na its a simple human error of having the wrong dates on my booking na umabot nga po duon sa finalization na hindi ko po talaga napuna gawa nga po ng pagod, sleepy at stress ako that night. Malabo rin po ang mata ko (im wearing reading glasses).
 
Nagawa ko naman po i-report agad yung incident thru phone at thru Guest Feedback Form hoping na maitama but to no avail. Di po ba dapat me prompt sa system nyo kung same date po yung departure and return?
 
Sir, nagtitipid po kami, ordinary gov’t worker lang po ako, kaya pinili namin yung Piso Fare na kahit matagal pa yung biyahe ok lang. Pero kung mape-penalize po kami dahil po sa konting pagkakamali bale hindi rin po kami nakatipid bagkus lalo pang napamahal. Hindi po ba dapat eh tulungan ninyo kami kung paano maiaayos ito dahil customer ninyo naman kami at nagbayad naman ng tama.
Kayo man po lumagay sa katayuan namin.
Umaasa pa rin po.
Gerardo Barcelona

5 responses on "OPEN LETTER TO CEBU PACIFIC AIRLINE MANAGEMENT" »

neudorf
Posted on August 12, 2014

I have the same bad experience with the regards to my error in booking and when I ask for a refund, Yammy also gives me the same response. In my case, i discover the error less than 5 hours but still they insist that they will not refund my 20K plus rebooking fee. I still tried to reach them by email but they are not responding anymore. I’m thinking then of reporting this to DTI as this is clearly an instance of earning profit in bad faith.

That’s why I posted this blog, for others to come out and tell their sad experience with CebuPac. We should be given some consideration.

ces
Posted on November 2, 2015

Hi,

All airlines have no prompt message on their system if you book same date for your departure and return ticket because there are really passengers who will book for a same day round trip ticket (like businessman, politicians or any persons who will just go to the certain place for a few hours).

I also experienced the same error with you Mr. Gerardo but I didn’t asked for a free rebooking from the airlines because before we booked the said ticket, we should have read and understand the airlines TERMS AND CONDITIONS.

Next time, we have to triple check the details before we click the PAY BUTTON 🙂

As I’ve said, its my first time to do booking online, nagkataon pa na ambagal ng net at antok na rin ako. Konting kosiderasyon lang naman ang hiling ko na ma-rebook ng ibang date yung uwi.

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