CEBU PACIFIC: THE WORST IN CUSTOMER SERVICE!!!

Cebu Pacific, though it is a BUDGET airline, catering to the common Juan, promotes itself as the Budget Airline of Juan. But is it an excuse for them, particularly the GROUND STEWARDS AND staffES, to treat their customers shabbily and disrespectfully?

Last Nov. 3, 2011, my husband Eric was scheduled to take the Cebu Pacific flight (5J-625) from Manila to Dumageuete at 7:20am. He arrived at the NAIA Terminal 3 airport around 1 hour before his flight. But since he drove his car to the airport and that the parking was full, it took him a few minutes before he was able to get a parking space. And since he came up from the parking lot, he was allowed by the guard from the ground area to pass thru the exit door going up the departure area. But still he was able to reach the counter of 45 minutes before his scheduled flight. When he got to the counter, he queued on the ALL DOMESTIC FLIGHTS line. And since he knew that it was nearly closing time for his flight, he went up to the counter and asked the ground staff if he was already late for his flight and the said ground staff said "Yes sir! Abot pa kayo sa flight nyo. Bumalik na kayo sa pila." So with the assurance that he will make for the said 7:20am flight, he went back to his line. Some of the people in line even gave way for him to be able to reach the counter sooner. When it was already his turn, the ground staff then even asked him the usual questions on what was his seat preference and others. But then suddenly, she told Eric that the flight was already CLOSED! Naturally, my husband got angry and asked her how come the flight was closed already when he had inquired earlier about the flight. Maybe finding that there was no other reason she could give, she castigated my husband saying "Eh bakit kasi dito kayo pumila eh may pila naman ang Dumaguete flight sa kabila!" My husband reasoned that that particular line has an ALL DOMESTIC FLIGHTS on their screen and that she even acknowledged when he asked her about the said flight. And because the said ground staff had the I-don't-give-a-dang attitude, he demanded to talk to her supervisor or her manager.

When he was already talking to the supervisor, the said supervisor was also the same! She was very rude and very disrepectful! She never apologized for what had happened and she even had the gall to question why he did not go to the "correct" line and why he passed thru the exit where he should have passed thru the entrance! When Eric asked particularly where was their manager because he wanted to file a complaint, the said supervisor told him there was "no manager" at that time and that "the complaint should be filed to her". it was really appalling since she was the one he wanted to file the complaint against! My husband was so mad that he even told the supervisor that he wanted to strangle her and you know what she answered? "Sige po, sir!" And the gall of the supervisor to order Eric to rebook his flight and pay his rebooking fees! She even told him to line up! Again! Then Eric went to another counter and asked for the manager which the rude supervisor said was not available and lo! and behold! There was a manager standing just behind the counter! What was frustrating was there was not even an apology or a "pasensya na po kayo, sir!" given by ANY of them! They were even trying to prove the "stupidness" of my husband lining up on the wrong counter!

Eric complained and filed a formal complaint against all of the people involved and we will not stop until an action is taken against the said people. Here are the name of the said supervisor and the manager:

GROUND STAFF: CHARMAINE MERCADO

SUPERVISOR: CARLA JANE DE CASTRO

MANAGER: HAROLD GONZAGA

do take note: BUDGET AIRLINE OR NOT, ANY STAFF WHETHER GROUND OR FLIGHT ATTENDANTS OR MANAGERS OR SUPERVISORS, HAVE NO RIGHT TO BE RUDE AND BE DISRESPECTFUL TO ANY CUSTOMERS, RIGHT OR WRONG! WITHOUT THE RIDING PUBLIC, CEBU PACIFIC WILL NOT BE IN ITS CURRENT STATUS AS THE "NO. 1 AIRLINE IN THE PHILIPPINES." YOU HAVE TO PRACTICE COURTESY AND PATIENCE IN ANY SITUATION YOU ENCOUNTER BECAUSE AFTER ALL, YOU ARE IN THE SERVICE OF YOUR CUSTOMERS!!!!

WITH THIS, YOU ALREADY LOST CUSTOMERS!!!!