I really disgust the service of Cebu Pacific Airlines. I can't believe that they didn't let us to board the plane after the check-in process that caused us to miss the Eid'l Fitri trip going to Kota Kinabalu last Monday, August 29th (Flight No. 5J733, 3:50 PM). I admit that we didn't know that a return ticket is necessary for tourist travel and checked-in during the very last minutes before boarding time (not to mention the long lines on the check-in station), but the fact that they asked us to purchase a return ticket on that day, and I asked them if we still going to make it which they said "Pwede pa sir, wag na lng kayo pumila sa ticketing, diretso na kayo sa counter" which I did, the fact that I explained that to them, we should have been assisted or at least they should have notified the people in boarding area that we will be a bit late because I still need to purchase a return ticket for my companion (my sister), which they agreed on before checking us in. We didn't waste any time, we got the return ticket paid all the fees (Travel Tax and Terminal Fee), before we reached the Immigration the guy (who was wearing the Cebu Pac uniform) informed us that we can't board anymore, I thought he was just joking, I even told him, it's not yet 3:50pm, the plane has not left yet, he said the boarding time is over, they have got our baggage off the plane. I explained to him why we were late because of the return ticket but they didn't listen, instead they accompanied us back to check-in station. I spoke to the person in-charge, she said we will rebook but we have to pay for the penalty and the ticket differences, which was over Php 16,000.00 which was really crazy. We would have not booked earlier if we wanted to spend that amount for the trip. I explained to them I booked the ticket three months ago and took advantage of the promo fair for a cheaper admission but they just apologized though admittedly telling us that they should have at least assisted us. One of the people in-charge even said that they were not informed about our case that's why they just didn't let us board the plane. Apology is accepted but that doesn't make things easier for me and my sister and our family who were waiting for us to spend the holiday with in Malaysia. The worse part about it is that they won't even refund the money that we spent for the tickets, not even for the return ticket that we purchased on that very day which was really absurd. I know there are policies and all that but at least they should have done something about it. It was not that we didn't check-in on time or didn't adhere to the immigration policy of purchasing a return ticket, we did all that. They should have at least have a little courtesy of waiting for their customers who trusted them with their time, money and effort for a Holiday Vacation. I understand that things happen for a reason, but things like these could have been avoided if we'll only be extra careful and focus with what we do. Especially if it involves time and family. My sister cried the whole day when we reached home, she came to Manila from Zamboanga to join me in visiting our sister and brother in Malaysia during the Muslim Holiday, Eid'l Fitri, and I took my 10-day Vacation Leave from work for it, that's how important the trip was. It was not just like any adventure or any trips, and because of what happened it all just went to waste.
