Include this one in the chain emails that go around the internet. I hate Cebu Pacific for this.
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Good day,
I’d like to complain about the refund policy for the cancelled flight 5J932 bound for Bangkok, Thailand. I was informed by the hotline customer service rep that the booking I made cannot be refunded anymore even if the cause for cancellation (situation in Thailand) is force majeur. This is because it’s a promo flight booking.
Where my concern is coming from, is the rules and regulations that Cebu Pacific has in your website that says,
9.2 Cancellations and Change of Schedule
At any time after a booking has been made we may change our schedules and/ or cancel, terminate, divert, postpone, reschedule or delay any flight where we reasonably consider this to be justified by circumstances beyond our control or for reasons of safety or security.
In the event of such flight cancellation, we shall at our option, either:
a) rebook you on the next available flight without additional charge; or
b) offer to refund your Ticket;
The foregoing constitutes your sole remedy against us for such circumstances.
It does not say anywhere in there that if your booking happens to be a promo flight, it’s exempted from being refunded. I understand also that in the booking ticket it says it’s non-refundable. But then again, since the cause of the cancellation is force majeur, doesn’t this call for an exemption to the rule?
Let me tell you also that I am one unhappy customer. My parents, who are the ones supposed to be bound for Thailand, cannot have any other flight schedule. Which means that we are unable to use the booking anymore. Which also means that I just blew P10k++ in travel taxes that are never going to actually happen.
This is one policy that you should forward to the heavens that be, to let them know that your customer service, fine print rules, and in-flight games suck.
Iris
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Just in case you’re not aware, flights to Bangkok, Thailand were cancelled because of some political hullabaloo which caused the airports there to close down. A lot of people were also stranded there because protesters took over the grounds. Still, I am one pissed customer.
Tags:
cebu pacific,
customer complaint,
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