We had a horrible experience with Cebu Pacific last June 28, 2016. I cannot think of adjectives to describe the ordeal we’ve undergone for around 12 hours because it was the worst airline service and such service should be known to the public.
Our flight from Dubai to Manila, Cebu Pacific flight 5J 015, was delayed for almost 3 hours last June 28, 2016, so we thought it was normal and that we’ve had worse (from the same airline, of course). So when we finally embarked, after 4 hours of flying, we were surprised that we had to forcibly land in Mumbai due to “engine” trouble. So we thanked our lucky stars for safely landing in Mumbai and that all 349 passengers including more than 10 children and two infants were all in breathing state and happy to be safe from the turmoil. There was no explanation from the pilot/co-pilot what the specific “trouble” was, but we later found out from the other passengers’ pictures that the plane’s wing was on fire (so that explained the two firetrucks). So the moment we landed they told us to wait inside the plane while they’re “fixing” the engine (so I thought is this even legal? Fixing unpredictable engines while the passengers are inside?), two hours after, the passengers were getting a little uncomfortable and uneasy being riveted to their seats like hostages and getting very hungry (one viand and a cup of rice in Cebu Pacific cost 500php ). So the airline staff promised a free “meal” since all the passengers were getting a little feisty. After almost two hours of waiting for the free “meal” which was more like a snack than a meal (btw, it was one cheese sandwich and juice), we waited again for several hours since the pilot said ‘they’re still fixing the engine and it takes about an hour to fix it’ and India immigration had a problem with us entering Indian soil since we needed to be quarantined. Obviously after an hour, they were still at it, the hour turned to two then three, so that’s 7 hours in total inside the plane not knowing if the plane was going to blow up any second! So when we finally disembarked at the 8th hour, we were delighted to hear that the airline will shoulder hotel expenses as well as meals (not even thinking when our flight to the Phl was since we were all very tired and hungry, we couldn’t buy anything from the airport because they needed passports and immigration has gotten hold of our passports). We waited for around 3 hours at the airport for our luggage and some “issues with immigration” and finally checked in at the hotel after around 12 grueling hours of waiting.
So now, June 30, 2016 7:15pm PHL time, we’re still at the hotel, no Cebu Pacific crew has showed up to talk to us and we don’t have a clue as to when we can fly back to the Philippines because honestly these passengers have important things/issues/events to deal with back home while their families are impatiently waiting for their arrivals.
We understand that passenger safety is an utmost priority for every airline but the way you treated (and still treating) your passengers was inhuman and insensitive! So thank you very much Cebu Pacific, not only did you manage to ruin our trip but you also managed to make flying traumatizing and dreadful! Now we’re stuck at this hotel in India (we can’t roam around the city since we don’t have our passports) and we are going to let you pay for all the flights and events that we’ve missed, job interviews that we’ve missed, important issues and emergencies that we have yet to deal with and most importantly, the horrendous inconvenience and stress that you’ve caused us! Your incompetent service shows consistency in disappointing your clients! Shame on you!