Cebu Pacific, Never Again!
Typing this out in a rush, so I can make it for Yogaaa. Today, I'm here to share about Cebu Pacific. So this time, I was headed for the hallowed island of Camiguin. In Camiguin, there sits a beautiful Volcano House with stunning views. And just like that, my mind was made up.
But as you know, the path to heaven runs through miles of clouded hell. Cebu Pacific is the only airline servicing the volcanic island. And that's how it all began: I booked a flight from Singapore to Camiguin (via Cebu). That's exactly what I typed in, and then paid for. Cebu Pacific calls this a "connecting flight".
I was all set for the beach vacay, but then Cebu rescheduled my flight 5 days before takeoff to say that my flight to Cebu would now be scheduled to land 10 minutes after the connecting flight to Camiguin took off (dafuq?). I decided to contact them to see whether I could get something out of them. After all, this shit is downright irresponsible. It's not like I made two separate bookings, but here goes:
When I called to clarify, I got Jeffrey, who:
Point 1
Isn't the point of a booking confirmation number to make it EASIER for people to reference their booking? FYI: Singapore Airlines knows to extract the latest booking when you call in. And with average prices to MNL being just 20% cheaper than Singapore Air, I'm sure Cebu can afford to at least have the details there when you call.
Add in the difficulty in trying to understand the Support team's accent, and we have a real problem.
Point 1A
That accent is a real problem. DBS Singapore, and a few other companies use call centre services in the Philippines, and I have no problems understanding them. I regularly visit the Philippines, and have no problems understanding the locals. That accent is a problem when I can't understand it.
Point 3: Wordplay
Cebu Pacific approved the change of my "connecting flight to Camiguin" to a "direct flight to Camiguin". But since it did not exist, they offered to change it instead to a "direct flight to Cebu". Fuckers. Don't play these word games with me.
When I reasoned with the Support staff to ask if CEB meant that I should forgo over PHP10,000 worth of holiday plans, just to take them up on his offer, he stuttered.
I asked how it would benefit me, since he was the support staff, and he stumbled, and then asked if he could proceed to rebook my flight. He was like a broken recorder that just would not run out of power.
I'm not kidding about this - they record all their calls. They should listen to it. It's amazing.
Point 4: Refusing all upgrades
So the irony in all of this is that I felt I would not face all the hassle involved in managing multiple bookings, by booking JUST ONE FLIGHT from Singapore to Camiguin. I bought a flight from Singapore to Camiguin, not one flight from Singapore to Cebu, and then one more from Cebu to Camiguin. Isn't it Cebu Pacific's responsibility to ensure I can get there without missing my connecting flight?? That's pretty fucked up, no? And the team wouldn't even give me any upgrades. Upgrades which are usually given to X and I anyway, because we smile at the counter folks, and are fit enough to assist in emergencies. Fuck you, Cebu Pacific.
Point 5. That accent.
When I tried to rebook my flight, I just did not understand this man's accent. So I requested that he email me the itinerary, so I could read it, and then call back if I saw mistakes.
He refused, saying that additional charges would apply.
He then insisted on making me try to understand what he was saying - I had to have him repeat himself a few times, and at some point, he started shouting, but you know, someone shouting in Russian sounds like gibberish to me no matter how loud it is.
Ultimately, I just said yes...because.. it was 1AM, and I wanted to sleep.
Unfortunately, this wasn't the end. He then proceeded to try to put me on hold for another 15 minutes, so he could actually DO THE REBOOKING.
At this point, i caved and insisted he email me the itinerary, since my being on the line would not influence anything anyway. He finally agreed, and I went to sleep.
And then guess what..this morning, I woke up and there was no itinerary. Fuckers. Seriously.
And you know they say once bitten, twice shy? This isn't the first time it happened. It happened last year as well, and X and I had to forgo one beautiful day in Palawan..because they did the same thing - shift my flight to 4 hours earlier, so I couldn't make it from my connecting Singapore Air flight.
CEBU PACIFIC, IF YOU'RE READING THIS, I'M NEVER FLYING WITH YOU AGAIN.
But as you know, the path to heaven runs through miles of clouded hell. Cebu Pacific is the only airline servicing the volcanic island. And that's how it all began: I booked a flight from Singapore to Camiguin (via Cebu). That's exactly what I typed in, and then paid for. Cebu Pacific calls this a "connecting flight".
I was all set for the beach vacay, but then Cebu rescheduled my flight 5 days before takeoff to say that my flight to Cebu would now be scheduled to land 10 minutes after the connecting flight to Camiguin took off (dafuq?). I decided to contact them to see whether I could get something out of them. After all, this shit is downright irresponsible. It's not like I made two separate bookings, but here goes:
When I called to clarify, I got Jeffrey, who:
- insisted I confirm every detail on my booking despite my having already shared the confirmation ID. (Later on, I would discover that he needed every detail, because he did not have these on hand in front of him
- did not understand that I was now unable to make my connecting flight from Cebu
- repeated the given details for a few minutes (until I tired of waiting for the Light of Comprehension to shine on him, and explained the situation)
- tried and took 5 minutes to fail to find a flight that would not cost me any more money (wtf I took 2 minutes using my iPad, and the Cebu Pacific website)
- REFUSED to acknowledge that this was Cebu's problem and that they should pay for my accomodation in Cebu
- Said I could check back the following day, and that he'd request for help
- insisted i confirm every single detail on my booking (as per above)
- failed to understand that I couldn't make it for my connecting flight anymore
- said that their management APPROVED a change from a "Connecting flight" to a "direct" one, from "Singapore to Camiguin"
- Refused to upgrade me to a preferred seat, despite all the trouble caused. Refused to give free food or luggage
- Had a really thick accent so I failed to understand the mish-mash of numbers he was saying (essentially my flight confirmation, and dates)
- Refused to email me the itinerary so I could check, before confirming
- Kept me on the line for like 20 minutes while he tried to confirm that my flight was rebooked
Point 1
Isn't the point of a booking confirmation number to make it EASIER for people to reference their booking? FYI: Singapore Airlines knows to extract the latest booking when you call in. And with average prices to MNL being just 20% cheaper than Singapore Air, I'm sure Cebu can afford to at least have the details there when you call.
Add in the difficulty in trying to understand the Support team's accent, and we have a real problem.
Point 1A
That accent is a real problem. DBS Singapore, and a few other companies use call centre services in the Philippines, and I have no problems understanding them. I regularly visit the Philippines, and have no problems understanding the locals. That accent is a problem when I can't understand it.
Point 3: Wordplay
Cebu Pacific approved the change of my "connecting flight to Camiguin" to a "direct flight to Camiguin". But since it did not exist, they offered to change it instead to a "direct flight to Cebu". Fuckers. Don't play these word games with me.
When I reasoned with the Support staff to ask if CEB meant that I should forgo over PHP10,000 worth of holiday plans, just to take them up on his offer, he stuttered.
I asked how it would benefit me, since he was the support staff, and he stumbled, and then asked if he could proceed to rebook my flight. He was like a broken recorder that just would not run out of power.
I'm not kidding about this - they record all their calls. They should listen to it. It's amazing.
Point 4: Refusing all upgrades
So the irony in all of this is that I felt I would not face all the hassle involved in managing multiple bookings, by booking JUST ONE FLIGHT from Singapore to Camiguin. I bought a flight from Singapore to Camiguin, not one flight from Singapore to Cebu, and then one more from Cebu to Camiguin. Isn't it Cebu Pacific's responsibility to ensure I can get there without missing my connecting flight?? That's pretty fucked up, no? And the team wouldn't even give me any upgrades. Upgrades which are usually given to X and I anyway, because we smile at the counter folks, and are fit enough to assist in emergencies. Fuck you, Cebu Pacific.
Point 5. That accent.
When I tried to rebook my flight, I just did not understand this man's accent. So I requested that he email me the itinerary, so I could read it, and then call back if I saw mistakes.
He refused, saying that additional charges would apply.
He then insisted on making me try to understand what he was saying - I had to have him repeat himself a few times, and at some point, he started shouting, but you know, someone shouting in Russian sounds like gibberish to me no matter how loud it is.
Ultimately, I just said yes...because.. it was 1AM, and I wanted to sleep.
Unfortunately, this wasn't the end. He then proceeded to try to put me on hold for another 15 minutes, so he could actually DO THE REBOOKING.
At this point, i caved and insisted he email me the itinerary, since my being on the line would not influence anything anyway. He finally agreed, and I went to sleep.
And then guess what..this morning, I woke up and there was no itinerary. Fuckers. Seriously.
And you know they say once bitten, twice shy? This isn't the first time it happened. It happened last year as well, and X and I had to forgo one beautiful day in Palawan..because they did the same thing - shift my flight to 4 hours earlier, so I couldn't make it from my connecting Singapore Air flight.
CEBU PACIFIC, IF YOU'RE READING THIS, I'M NEVER FLYING WITH YOU AGAIN.
Hi I'm wondering if you went for lasik enhancement surgery in the end and could you pls share your experience/considerations with me? I'm going thru sth similar and feeling conflicted. Do you think we could email? Thank you
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