199Four – Notre Dame of Greater Manila

Well, I’m not really sure if the statements below are true, but we recently went back home and got a taste of Cebu Pacific’s customer service. Sad to say, I wasn’t pleased with it.

There’s this one case where an elderly woman was inquiring about her booked flight and was confused about the difference in the departure time stated in her ticket and in the actual flight schedule.

So of course, given that the woman wasn’t versed in this online booking and seems like it’s her first time to fly, you could sense that she’s crossed with the way how Cebu Pacific works.

Then in her anger, she said “Bakit naman ako pupunta ng ganitong oras kung alam kong ngayon ang flight ko. Ano ba naman ako? Tanga?“

So the customer service officer said “Wala naman pong gamitan ng ganyang salita. Hindi naman po tama yan.“

The lady said “Oo nga, pero ano ba ang sinabi kong hindi tama?“

And the young lad said “Wala nga ho. Pero wag nyong gamitin sa akin yan.” Then gave the lady a very impatient look.

When you think about it, the lady didn’t said anything wrong about the young CS officer. She was simply referring to herself.

What just went wrong here? Is it Cebu Pacific’s personnel training? Or has Filipino service fallen off to the scale of excellence?

I use to believe that Filipino customer service has always been top-notched. Good in communication, fast, and always with a smile. But often I notice these traits only when Pinoys service foreigners. Pero kapag kapwa Pinoy, there’s a sudden shift in approach.

That’s why then, I couldn’t wait to get back to Singapore.

——

Hi Guys,

I just want to share this link to you

http://wehatecebupacific.webs.com/

DON’T BE A VICTIM
FREE TICKETS FROM 5J. IS IT REALLY FOR FREE??
Sunday, Sep 21, 2008

It was a like a vacuum that suck all my friends to fly out to a destination where flying is for free. It was the grandest promo perhaps in the history of avaition as 5J gives out free tickets online. People went crazy, booking tickets from luzon, visayas and mindanao. Then it was sold out.

Come October we’ll see and witness the clutters and inconveniences this airline will create.
If you’re holding a ticket, think twice before flying. You may get a free ticket but it’s not. More charges will come your way. You may find that out yourself or look through this site.

Here are the possible/expected services that you’ll receive if you’re holding a free ticket:

“Sir, sorry if di niyo alam na cancelled po yong flight nyo today. Bakit hindi ho kayu tumawag para magreconfirm? Alangan ba naman kami ang tatawag sa cellphone nyu. Added gastus yon sa cebupac and take note na wala kayung ginastos so kami di rin kami gagastos.”

“Sir, we’re overbooked today. Since your ticket is for free, i-rerebook nalang po kayu namin bukas or sa days na may avail. Since wala kayong binayad sa amin hindi kami makaprovide ng hotel o pantaxi.”

“Ma’am delay po tayu today kasi yung isang eroplano namin ay pinapaayus pa. Hindi po namin alam kung anung new departure time nyo. Pro mag-antay lang po kayu at magbakasakali na may eroplano
na darating.Punta muna kayu sa canteen at mag-order ng gusto nyo. Kayu rin naman ang magbabayad eh.”

“Sir LOW COST CARRIER lang po kami. Sana maintindihan niyo na if walang eroplano eh hindi kayu makakalipad ngayun. Wag kayung mag-alala. Wala kayung binayad so dapat wala kayung reklamo. Di nga kami nagreklamo na wala kayung binayad. Yung binayad niyu sana sa amin ay ipambayad niyo nalang sa bagong ticket nyo sa PAL or Asian Spirit.”

“Ma’am wala po ang manager namin. Naglunch pa po at di namin alam kung babalik pa yun. Kung gusto niyong magreklamo eh tumawag ho kayu sa 7020888 o 2308888. Please po huwag niyo kaming isumbong sa MEDIA. Pasensya talaga kasi Low Cost Carrier lang kami.”

“Sir, I understand po na upset kayo. Sana maintindihan nyo po na business is business. Hindi po naman nami kayu pinwersang magbook online. Sana naman wag nyu po kaming pwersahing magbigay ng service na inexpect nyo. Kung magwala kayu diyan eh wala na
kaming magagawa.”

So if you heard this statements at the airport I hope you’ll stay calm and focus. I need you to prepare your lines too. IF not then SHOUT & be IRATE. We’re all helpless prey in this game of Cebu Pacific. Better stay home. If you need to travel fly with somebody else and not 5J.

heheheh cute

totoybeebo

—–

Some more:

Well I hate them also sagad to the bones!!!!!

I send my wife and son the other night sa airport supposedly to go home for a vacation. Nag mag check-in na kami, sabi ng Pinay Staff sa amin, Ser may problema sa ticket ng wife nyo po. Nag tanong ako kung ano ang problema. Ang sagot, May nakalagay na “suspicious transaction” sa booking ng ticket nyo po ser, sabay sabi ser punta nalang po kayo sa Customer Service para ayusin nyo po eto.Actually ser di lang po kayo ang may problema na ganyan, since last week pa po ser meron na rin po na lagyan ng suspicous transaction. May problem po ang system ng Cebu Pacific Dagdag pa nya.

Pag dating namin sa customer service, nakausap ko si LIM TAU YONG. Ang sabi, Sir, your wife’s ticket has indeed a problem thus we can not issue her a boarding pass! Ganun???

Ang sabi pa ni LIM TAU YONG, you can pay as in CASH equivalent of the amount of your online ticket then we will issue a new ticket for you. By the way, you will receive your refund after 2 days, dagdag pa nya. Ganun????

Pagkatapos kung mag explain and all, ang sagot lang sa akin ni LIM TAU YONG ay, I’M SORRY SIR, WE ARE JUST FOLLOWING WHAT CEBU PACIFIC – PHILIPPINES IS TELLING US TO DO! May hirit pa sya, actually this problem has been going on since a week ago or so and we tell the same thing to the affected passengers!

Nakaka high-blood talaga ang ganitong sitwasyun. Hindi man lang tumawag o nag email ang cebu pacific sa amin na may problema pala ang ticket, Masaklap nito, suspicious transaction daw ang booking namin pero pumasok naman ang bayad namin sa systema nila. In fact sabi pa, “YOU WILL BE REFUNDED AFTER 2 DAYS!”

- jikoyb