Cebu Pacific Website glitch (messed up my tix)
Jun 8, 2019, 7:09 pm
#1
Original Poster
Join Date: Jan 2016
Posts: 609
Cebu Pacific Website glitch (messed up my tix)
Booked two tickets on Cebu Pacific tonight. Flying to MNL on a Tuesday night. Double checked for accuracy before clicking payment. When I open my email the ticket is for the following day.
I called Cebu up and they said they will waive the rebooking fee but charge fare difference if 121 HKD ($15 USD). I’m all about principle of the matter, while $15 is not a big deal, why should I pay $15 for their mistake?. Spent nearly 2 hours on the phone talking to different agents and they said there’s nothing can be done unless I have screen shots. I asked why would I take a screen shot of a regular ticket I’m purchasing and the agent said the website has lots of problems so always should.
Recommended I fill out complaint form and they may solve it. I did. We’ll see what happens. If not, I plan to initiate a chargeback. It would basically be my word against theories though.
Any thoughts?
I called Cebu up and they said they will waive the rebooking fee but charge fare difference if 121 HKD ($15 USD). I’m all about principle of the matter, while $15 is not a big deal, why should I pay $15 for their mistake?. Spent nearly 2 hours on the phone talking to different agents and they said there’s nothing can be done unless I have screen shots. I asked why would I take a screen shot of a regular ticket I’m purchasing and the agent said the website has lots of problems so always should.
Recommended I fill out complaint form and they may solve it. I did. We’ll see what happens. If not, I plan to initiate a chargeback. It would basically be my word against theories though.
Any thoughts?
Jun 8, 2019, 8:09 pm
#2
Join Date: May 2016
Location: SIN
Programs: SQ TPPS, QR Gold
Posts: 380
Booked two tickets on Cebu Pacific tonight. Flying to MNL on a Tuesday night. Double checked for accuracy before clicking payment. When I open my email the ticket is for the following day.
I called Cebu up and they said they will waive the rebooking fee but charge fare difference if 121 HKD ($15 USD). I’m all about principle of the matter, while $15 is not a big deal, why should I pay $15 for their mistake?. Spent nearly 2 hours on the phone talking to different agents and they said there’s nothing can be done unless I have screen shots. I asked why would I take a screen shot of a regular ticket I’m purchasing and the agent said the website has lots of problems so always should.
Recommended I fill out complaint form and they may solve it. I did. We’ll see what happens. If not, I plan to initiate a chargeback. It would basically be my word against theories though.
Any thoughts?
I called Cebu up and they said they will waive the rebooking fee but charge fare difference if 121 HKD ($15 USD). I’m all about principle of the matter, while $15 is not a big deal, why should I pay $15 for their mistake?. Spent nearly 2 hours on the phone talking to different agents and they said there’s nothing can be done unless I have screen shots. I asked why would I take a screen shot of a regular ticket I’m purchasing and the agent said the website has lots of problems so always should.
Recommended I fill out complaint form and they may solve it. I did. We’ll see what happens. If not, I plan to initiate a chargeback. It would basically be my word against theories though.
Any thoughts?
Jun 9, 2019, 1:09 am
#3
Original Poster
Join Date: Jan 2016
Posts: 609
Which timezone are you in? Sounds awfully similar to this AirAsia bug... Air Asia booking system time zone bug for US customers
Its insane that they can can get away with this. The woman said I only had 24 hours to decide if I was going to pay the 121 HKD or not. I’ll call in 5 hours or so and then see what happens.
Thanks.
Jun 9, 2019, 6:56 am
#4
Join Date: Feb 2013
Location: SFO, MNL, SIN, HAM
Programs: UA GS, SQ PPS, IHG Plat Amb, Marriot Gold, Hilton Gold, Club Carlson Gold, Accor Plat
Posts: 488
I have booked lots of tickets with CebuPac, never had any time zone issues.
i think the offer is very fair: they are offering you to book the fare you'd have to pay otherwise without penalty...
I don't think it's reasonable to expect them to offer you a fare from a different day then when you want to fly...
i think the offer is very fair: they are offering you to book the fare you'd have to pay otherwise without penalty...
I don't think it's reasonable to expect them to offer you a fare from a different day then when you want to fly...
Jun 9, 2019, 10:13 am
#5
Original Poster
Join Date: Jan 2016
Posts: 609
I have booked lots of tickets with CebuPac, never had any time zone issues.
i think the offer is very fair: they are offering you to book the fare you'd have to pay otherwise without penalty...
I don't think it's reasonable to expect them to offer you a fare from a different day then when you want to fly...
i think the offer is very fair: they are offering you to book the fare you'd have to pay otherwise without penalty...
I don't think it's reasonable to expect them to offer you a fare from a different day then when you want to fly...
Jun 13, 2019, 5:33 pm
#6
Join Date: Jun 2008
Location: Auckland
Programs: NZ Elite Partner/Silver (in own right), PR Classic, QF Bronze, UA Member, VA Red
Posts: 1,551
Booked two tickets on Cebu Pacific tonight. Flying to MNL on a Tuesday night. Double checked for accuracy before clicking payment. When I open my email the ticket is for the following day.
I called Cebu up and they said they will waive the rebooking fee but charge fare difference if 121 HKD ($15 USD). I’m all about principle of the matter, while $15 is not a big deal, why should I pay $15 for their mistake?. Spent nearly 2 hours on the phone talking to different agents and they said there’s nothing can be done unless I have screen shots. I asked why would I take a screen shot of a regular ticket I’m purchasing and the agent said the website has lots of problems so always should.
Recommended I fill out complaint form and they may solve it. I did. We’ll see what happens. If not, I plan to initiate a chargeback. It would basically be my word against theories though.
Any thoughts?
I called Cebu up and they said they will waive the rebooking fee but charge fare difference if 121 HKD ($15 USD). I’m all about principle of the matter, while $15 is not a big deal, why should I pay $15 for their mistake?. Spent nearly 2 hours on the phone talking to different agents and they said there’s nothing can be done unless I have screen shots. I asked why would I take a screen shot of a regular ticket I’m purchasing and the agent said the website has lots of problems so always should.
Recommended I fill out complaint form and they may solve it. I did. We’ll see what happens. If not, I plan to initiate a chargeback. It would basically be my word against theories though.
Any thoughts?
As you note the issue now is it's your word against yours - unsolvable really (and of course they may just be thinking you actually made a mistake).