By Maksim Koval, 10 June 2024

How to contact Cebu Pacific customer service?

The primary way to contact Cebu Pacific customer service is via their call center: +61-2-9119-2956. However, during peak call times, turning to direct messaging on social media may yield quicker responses. For detailed discussions of complex issues, sending an e-mail is often the best option.

This guide will empower you with effective tactics to elicit prompt responses from Cebu Pacific customer service. From the ground up, let’s explore your options. Depending on the nature of your query, several channels are at your disposal:

Cebu Pacific contact numbers

Cebu Pacific ServiceContact Phone Number
Primary customer service+61-2-9119-2956
International customer service+61-2-9119-2956
Reservations
+61-2-9119-2956
Frequent flyer program (Go Rewards)+61-2-9119-2956
Refunds+61-2-9119-2956
Baggage services+61-2-9119-2956
Lost and found+61-2-9119-2956
Special assistance+61-2-9119-2956
Cargo+63-2-802-7070
Pet travel+63-2-802-7070
Customer Relations+61-2-9119-2956
Phones by countryPhones by city

Automated phone systems are widespread today. Trying to skip their automated menus by saying “agent” (or anything else) can only make your call longer. Instead, state your purpose slowly and clearly to ensure you’re directed to the appropriate queue.

Cebu Pacific international contact numbers

International customer service can handle your booking just like the main call center. Instead of competing for time with the hotline in Philippines, jump the line by dialing those in other countries — Australia, China, Japan, Singapore, South Korea — for example. Travelers report that the Cebu Pacific support in those countries has much shorter wait times, sometimes just a few minutes.

As a last resort, head for the foreign language-speaking call center. It will help if you are comfortable with that language, but there’s a chance that the hotline staff also speaks English.

Airline CS phone numbers by country
CountryCebu Pacific Phone Number
Australia+61-2-9119-2956
China+86-400-670-0780
Hong Kong+852-397-33800
Japan+81-3-4578-1447
Singapore+65-315-80808
South Korea+82-2-6105-2037

Cebu Pacific WhatsApp number

Currently, Cebu Pacific does not provide a dedicated WhatsApp number. However, you can use Wi-Fi calling or VoIP services instead of WhatsApp to bypass high roaming charges for international calls to Cebu Pacific numbers.

Wi-Fi calling lets you place phone calls via a Wi-Fi network rather than a cellular network, much like WhatsApp, helping you avoid any roaming charges. Most carriers and smartphones support Wi-Fi calling, but you’ll need to enable it in your phone’s settings. Please note that Wi-Fi calling is restricted in countries like China, Egypt, Oman, Qatar, Saudi Arabia, and UAE.

YouTube video
Wi-Fi calling for beginners: how it works, and why you should care.

VoIP apps like Skype, Viber, Google Voice or Talkatone are another way to call Cebu Pacific international numbers cheaply. In a manner similar to WhatsApp, they tap into the internet to place calls. While not free, these services offer competitively low rates for calls to both landlines and mobile phones. Costs generally range between $0.01 and $0.20 per minute, subject to the country and service provider being called.

In 2017, the EU has abolished roaming charges within its territory. If you’re within the EU and you place a call to a Cebu Pacific number located in the EU, it will be priced as domestic call — with a capped cost of 19 cents (plus VAT) per minute.

Cebu Pacific phone numbers by city

Your regional Cebu Pacific helpline often has more specific knowledge about local airports, regulations, and services. They may be able to provide more detailed and relevant information.

Most agents have good English proficiency. The regional lines will likely have representatives who are also fluent in the local language; if you feel more comfortable communicating in your first language, look for the phone number for your nearest location.

Calling a regional center means you’re likely calling within your time zone — this can make it easier to reach someone during business hours.

Airlines CS phone numbers by city
CityCebu Pacific Phone Number
Hong Kong+852-397-33800
Seoul+82-2-6105-2037
Shanghai+86-400-670-0780
Singapore+65-315-80808
Sydney+61-2-9119-2956
Tokyo+81-3-4578-1447
Manila+61-2-9119-2956

Third-party apps like DoNotPay can save you time by placing a call and enduring hold times on your behalf. By using tricks, the app tries to get a human on the line quickly (it has built a database of priority customer service numbers). Then it calls you back and connects you to the agent. DoNotPay is a paid service and currently supports US numbers only (expansion to other countries is underway).

Cebu Pacific email address

Cebu Pacific does not offer a direct email address for customer support. Instead, passengers can send them email through the online form. The form serves as the primary means of email communication, suitable for delivering feedback or making inquiries.

Alternatively, you can reach out to one of airline’s local offices. Some of these branches openly share their email addresses online, providing a more localized channel for correspondence.

Regional email addresses

You can find a list of Cebu Pacific regional email addresses below:

Emails addresses by country
CountryCebu Pacific Email Address
Chinacebcustomercarechina@cebupacificair.com

Email addresses by department

If your inquiry go beyond general customer support, contacting a specific department within the airline may be necessary. We’ve compiled these special-purpose email addresses in the table below. Nonetheless, always respect the contact methods provided by Cebu Pacific — only reach out to the relevant department for your inquiry.

Email addresses by department
CountryCebu Pacific Email Address
Group bookinggroupbookings@cebupacificair.com
Cargocargocare@cebupacificair.com
Go Rewardscustomercare@gorewards.com.ph
CEB BIZ Teamcorpsales@cebupacificair.com

If you want to send an email to one of Cebu Pacific’s employees, try the popular email format used by many companies: First.Last@cebupacificair.com. For example, to email Jane Doe who works at the airline, use Jane.Doe@cebupacificair.com.

Cebu Pacific sales and ticketing offices

Cebu Pacific ticketing and sales offices are often found in major cities and airports. They provide essential services such as ticket reservations, flight rescheduling, cancellations, frequent flyer award tickets, and information about various services offered by the airline. When you encounter a problem with your booking that can’t be resolved online, the sales office is the right place to seek assistance.

Here’s the list of Cebu Pacific offices and regional branches around the world:

[ Airline CS Offices ]
City (Country)Cebu Pacific Office Address / Phone
China

Room 1401, No. 2-8 Huai Hai Zhong Road, Huangpu District Shanghai, China

Indonesia

PT. Andalan Usaha Cemerlang
Sarinah Office Bldg., 9Th Flr. Jl. Mh Thamrin No 11 Jakarta Pusat 10350 Indonesia

Japan

Nihonbashi Ohedo Building, 7F 2-5-6 Hihonbashi Kayobacho, Chou-Ku Tokyo, 103-0025

Malaysia

Golden Deluxe Travel Service Agency Sdn. Bhd.
10-1 Jalan Khoo Teik Ee, Off Jalan Imbi, 55100 Kuala Lumpur (Kkkp No 2017 / Business Reg 153905-W)

Philippines

Level 3, Departure Hall, Naia Terminal 3, Andrews Ave., Pasay City

Qatar

"Al Rais Travel & Shipping Agencies Llc
Ground Floor, Al Rais Centre, Al Mankhool Street, Bur Dubai

Singapore

Metro Tours Singapore Pte. Ltd.
51 Cuppage Road #01-14 Singapore 229469

South Korea

RM 907 of President Hotel, 16, Euljiro, Joong-Gu, Seoul, Korea

Thailand

54 B.B. Building 17F Room 1715 , Sukhumvit 21, Asok Montri Road, Wattana, Bangkok 10110

Vietnam

7Th Floor, Nam Giao Building, 261-263 Phan Xich Long Street, Phu Nhuan District, Ho Chi Minh City

Cebu Pacific live chat (meet Charlie)

Cebu Pacific live chat is a fast way to get help from the airline 24/7. It features a simple chatbot Charlie that can provide answers to some popular questions and handle common issues. Since it lacks modern A.I. capabilities, for more complex issues, you will be redirected to a live agent — a human customer service representative.

Cebu Pacific Charlie bot is a computer program designed to communicate with people via messages on online chats. It is a virtual assistant, instantly, untiredly responding to customers’ inquiries 24/7. The quality of answers is quite satisfactory for popular questions and common problems such as flight reservations, ticket changes, flight status checks, purchasing an extra baggage, or even getting a refund.

Being just a simple, automated software, Charlie bot can’t solve all the problems though. When faced with complex queries that it can’t tackle, it will seamlessly connect you with the live agent, an actual Cebu Pacific support representative. If you want to skip the conversation with a bot entirely, use phrases like “speak with a human” or “talk to a live agent” — they will usually trigger the transfer.

To access the Cebu Pacific webchat and talk to a live agent, visit the airline’s website.

For security reasons, live chat agents cannot proces sensitive payment information. To make purchases (like ticket changes or additional baggage), you’ll be redirected to a secure payment portal or advised to call Cebu Pacific directly.

Feedback: How to file a formal complaint?

To formally lodge a complaint with Cebu Pacific, begin by using the carrier’s designated feedback channels. Retain all pertinent documents — boarding passes, receipts, tickets, and email correspondences — as they may be needed to support your case.

Cebu Pacific does not provide an email address that could be used to send a feedback or compalints. To file a formal complaint, you can use the online form on the cebupacificair.com website. Remember to include the necessary details, clearly stating the nature of your complaint. Cebu Pacific will reply to your complaint within a few working days.

For direct, pesonal assistance, passengers wishing to share their feedback or discuss encountered issues can speak to a representative by dialing +61-2-9119-2956.

If all else fails, email the CEO. Write a polite complaint email briefly explaining your situation and kindly requesting their assistance. While the CEO may not personally respond, their team usually takes prompt action. Often, the outcome can be even better than what you had hoped for. Use services like Hunter.io or Spokeo to find the email address of the Cebu Pacific CEO.

Premium hotline
for Go Rewards members

Go Rewards, Cebu Pacific‘s loyalty program provides dedicated phone number for members, with shorter waiting times than the standard hotline. If you are a Go Rewards member with status, you can dial +61-2-9119-2956 to reach frequent flyer program (FFP) customer service in Philippines.

Dedicated customer service for the Go Rewards FFP can assist you with verifying your reward point balance, making flight reservations, processing the flight redemption and upgrades, or just addressing any queries you might have about the loyalty program.

Alternatively, send an email to customercare@gorewards.com.ph.

Contacting Cebu Pacific on social media

Getting phone help from Cebu Pacific often means long waits. So here’s our advice: before calling the helpline, try to get a quick fix by contacting them via social media — Facebook, Twitter. Many travelers are reporting that they get a faster response there. Most large airlines have teams of social media specialists; in our experience, it’s the easiest way to resolve an issue.

Craft a concise and polite message explaining your issue or inquiry. Include relevant details like your booking reference or flight information. If you don’t hear back within a reasonable timeframe, send a follow-up message.

Use this trick to contact the airline faster: mention @CebuPacificAir in a tweet about your issue. Cebu Pacific team will often notice it immediately and provide an answer. It’s a method we recommend if your issue is particularly urgent.

Contact the airline faster: (Cebu Pacific Twitter)

FAQ

What is the hotline response time?

The average wait time for Cebu Pacific representatives is between 5 and 50 minutes — depending on when you're calling. However, when the airline gets hit with an unprecedented wave of calls amid mass cancellations, you should be prepared for much longer waiting times.

Like most airlines, Cebu Pacific employs a certain number of staff in its hotline — sufficient to serve customers under standard conditions. If these conditions change (sudden flight delays and cancellations, peak travel times such as school holidays, etc.), the airline usually allocates more resources to customer service to address the increased demand.

Where can I find Cebu Pacific service desk at the airport?

Cebu Pacific houses its main service desk at Mactan–Cebu International Airport CEB in Cebu, Philippines. The airport serves as the primary hub airport for the carrier, coordinating the lion's share of its flight operations. The Cebu Pacific representatives at this airport desk provide comprehensive customer service for passengers: booking changes, refunds, upgrading flights, special assistance requests, etc.

Not all airports serviced by Cebu Pacific maintain its help desks. Their presence depends on the airline's scale of operations, airport size, and arrangements with other airlines. Smaller airports with sparse Cebu Pacific flights or those primarily catering to regional traffic may lack a dedicated service desk.

If you’re flying with the Filipino carrier and aren’t sure whether there will be a service desk at the departure airport, check the airline’s and the airport's websites. Alternatively, contact customer service for the most up-to-date information.

Missed Cebu Pacific flight contact number

If you think you're going to miss a flight, call Cebu Pacific immediately at +61-2-9119-2956. The sooner your airline knows that you'll be late, the more options it has to fix it. Cebu Pacific often charges you for a new ticket if you miss a flight, but there are important exceptions. To find out if you qualify, you need to act fast. Calling the airline ASAP can significantly increase your chances of getting rebooked on the next flight at no additional charge.

How to request a callback from Cebu Pacific?

Cebu Pacific does not provide a callback option. However, you can still potentially get an airline representative to call you back:

  1. Try to initiate contact by reaching out to Cebu Pacific through the channels they offer — email, live chat, social media, or the hotline.
  2. Clearly state that you would prefer to be contacted by a phone call (callback)
  3. Briefly explain your issue or question; include your phone number and the best times to reach you.
  4. Follow up: if you don’t get a response within a reasonable timeframe, try reaching out again.

What is Cebu Pacific Business Class contact number?

Should I contact my travel agent instead of CS?

Yes, if you find airline customer care burdensome, you may ask your travel agent for help. An agent can remove all that drama from your booking experience. Good travel agents have dedicated  "air teams" behind them (who have relationships with airlines) and often work via a bigger agency leveraging its robust networks and connections.

When Cebu Pacific cancels a flight or makes a change to your itinerary, travel agents have the power to handle this for you on your behalf. They don’t even need to speak to the airline in most cases since they have access to the backend of a booking system and are permitted to make changes to your reservation. Sometimes, they can even “bend” the rules.

The best thing: you’ll typically pay the same price for the flight ticket. Commissions made by agents generally come from the airline side, not the customer side.

What is the location and contact for head office?

Cebu Pacific’s head office is located in Pasay City, Philippines:

Cebu Pacific Building,
Domestic Airport Road,
Pasay City 1301,
Philippines

Cebu Pacific HQ (headquarters, head office, corporate office) serves as the principal business hub for the airline, its center of planning, coordination, and execution. The head office manages most of the airline's national functions, including finance, legal affairs, human resources, and marketing. It is also the central workspace for Cebu Pacific's executive team, including the CEO, CFO, and key managerial staff. The headquarters oversees all other offices and branches, which report back to this 'nerve center' of operations.

How to call Cebu Pacific from Australia?

Passengers in Australia can contact Cebu Pacific by dialing this customer service phone number: +61-2-9119-2956.

How to call Cebu Pacific from Singapore?

If you're in Singapore and need to reach out to Cebu Pacific, call its hotline: +65-315-80808.

How to call Cebu Pacific from Japan?

To call Cebu Pacific from Japan, dial +81-3-4578-1447. Follow the voice prompts to get in touch with the correct airline's department or its representative. This line is equipped to handle a range of inquiries — including reservations, flight information, customer service, and more.

What is Cebu Pacific reservations phone number?

The main phone number for Cebu Pacific reservations is +61-2-9119-2956. If you require assistance with your flight ticket, you can also call the airline's regional call center or local ticketing office. Please note that the company may charge an additional fee for reservations made over the phone.

What is Cebu Pacific rebooking hotline?

To rebook your flight with Cebu Pacific, first review their current conditions and policies, as these occasionally change. Then contact their main call center at +61-2-9119-2956.

It's recommended to consult the rebooking with an airline representative as it enables you to discuss changes to your itinerary and explore all available flight options in detail. Be aware that rebooking may incur a fee.

Appendices

Additional contacts. Source: Cebu Pacific.

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Cebu Pacific offices
CountryCebu Pacific Office
Brunei DarussalamAnthony Tours And Travel Agency Sdn Bhd
No1 Lot 20171 Jalan Laksamana Abdul Razak Km2 Jalan Tutong Bandar Seri Begawan
Hong KongRoom 408-9, 4th Floor, Wing On Plaza, 62 Mody Road, Tsimshatsui East, Kowloon, Hong Kong
KuwaitAl Jawhara Tower , Ground Floor, Al Salhiya , Ali Al-Salem Street, Pb # 28229 Safat Code 13056 Kuwait.
TaiwanGSA Express Travel Services Co., Ltd.
7-2 F. No. 220 SongJiang Road, Zhongshan District, 104422, Taipei, Taiwan