Cebu Pacific Air and Tigerair DO NOT CARE ABOUT THEIR CUSTOMERS AT ALL. IT IS ALL ABOUT BUSINESS AND EARNING MONEY FOR THEM EVERY WAY POSSIBLE WITHOUT CONSIDERING PEOPLES SITUATION AND FEELINGS. IN 2010, I BOOKED MY TWO-WAY FLIGHT (SIN-MNL-SIN). I ARRIVED EXACTLY 45MINS BEFORE FLIGHT AT CHANGI AIRPORT BUT THEY INSISTED THE COUNTER WAS ALREADY CLOSED. SO MY FRIEND HAD TO CALL CEBUPACIFIC HOTLINE IN THE PHILIPPINES TO REBOOK TO A FLIGHT 2 HOURS LATER. UNFORTUNATELY, HIS CARD WAS DECLINED BECAUSE HE WAS DICTATING THE WRONG # (DEBIT CARD) SO THE PAYMENT WAS DECLINED. I HAD TO BOOK A JETSTAR FLIGHT GOING TO MANILA. A DAY BEFORE MY RETURN TO SINGPORE, I CALLED CEBUPAC TO CHECK MY RETURN FLIGHT. THEY INFORMED ME THAT I HAVE TO SETTLE THE REBOOKING FEE FOR MY FIRST FLIGHT EVEN IF I DID NOT GET CONFIRMATION AS IT WAS THEIR POLICY IN ORDER TO USE MY RETURN FLIGHT. HOW RIDICULOUS IS THAT? HOW COULD THE REBOOKING OF THE FLIGHT BE CONFIRMED WITHOUT PAYMENT? WE WERE NOT EVEN INFORMED DURING THE REBOOKING OF SUCH POLICY. I HAD TO BOOK ANOTHER JETSTAR FLIGHT GOING BACK TO SINGAPORE INSTEAD OF PAYING THAT ABSURD FEE. HOW INCONSIDERATE RIGHT? NOW TIGERAIR IS UNDER CEBUPACIFIC, I BOOKED A FLIGHT FOR A FRIEND ON JULY 21 FROM SINGAPORE TO MANILA. SHE WANTED TO MOVE THE FLIGHT WEEKS AGO TO JULY 19. REBOOKED ONLINE BUT THE CARD WAS DECLINED BECAUSE BALANCE WAS OVERLIMIT DUE TO A RECENT PURCHASE. KNOWING THAT THE PAYMENT WAS DECLINED, ANYONE COULD CONCLUDE THAT REBOOKING DID NOT GO THRU AT ALL. NO EMAIL CONFIRMATION WAS RECEIVED SAYING THAT REBOOKING WAS SUCCESSFUL. TODAY, 19 JULY, I CALLED TIGER AIR HOTLINE AND SPOKE TO AN AGENT NAMED KIM TO CHECK MY FRIENDS FLIGHT ON MONDAY. I WAS INFORMED THAT UPON CHECKING IN THEIR SYSTEM THE REBOOKING WENT THROUGH EVEN THOUGH PAYMENT WAS DECLINED, RESULTING IN A NO SHOW. HENCE, THE FLIGHT IS NOW FORFEITED AND RETURN FLIGHT CANNOT BE USED UNLESS REBOOKING FEE IS SETTLED. THE AGENT KEPT TELLING ME THAT IT WAS JUST THEIR POLICY AND THEY COULD NOT DO ANYTHING WITH THE SYSTEM. IS THIS THE KIND OF SERVICE YOU PROVIDE TO YOUR CUSTOMERS? WE WERE NOT PROPERLY INFORMED OF SUCH POLICY. HAD THERE BEEN AN AUTOMATED MESSAGE SAYING YOUR REBOOKING WENT THRU BUT PAYMENT WAS DECLINED SO PLEASE SETTLE PRIOR TO FLIGHT, THEN THAT WOULD HAVE BEEN ACCEPTABLE. CUSTOMERS WOULD HAVE BEEN INFORMED OF YOUR POLICY BUT TO JUST INSIST THAT NOTHING COULD BE DONE ON YOUR END EVEN IF THE CUSTOMER WAS NOT AT FAULT IS UTTERLY RIDICULOUS, UNREASONABLE AND UNJUST! I ASKED FOR A MANAGER, WAS PUT ON HOLD FOR A LONG TIME AND SUDDENLY LINE WAS CUT! WOW TIGERAIR AND CEBUPAC! THANK YOU FOR THIS WONDERFUL EXPERIENCE! YOU CAN REST ASSURED THAT YOU WILL LOSE CUSTOMERS. PERHAPS I CAN DISSEMINATE THIS POLICY FOR YOUR COMPANY SO OTHER PEOPLE WONT BE DECEIVED AND RIPPED OFF. YOU ARE THE ONLY AIRLINE THAT HAS SUCH POLICY! UNBELIEVABLE! FRIENDS, PLEASE SHARE SO OTHER CAN BE MADE AWARE AND AVOID DEALING WITH THIS UNCARING, CUSTOMER-UNFOCUSED, PROFIT-DRIVEN COMPANY!
Posted on: Sat, 19 Jul 2014 07:35:02 +0000
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