We arrived in Manila 14th of July (that’s 13 days ago as of this writing).

We were the last to leave the baggage conveyor waiting for one more piece of luggage. Apparently, that luggage was ‘lost.’

We approached security guards at the belt area but 2 of them refused to help us. They asked us to wait some more even though there were no bags coming out anymore.

So we looked around for any Cebu Pacific staff instead. One of them walked by and we were told to approach their kiosk. We talked very kindly and decently with them albeit a very disappointing situation. We never raise our voices all throughout the conversation, even though the reporting of missing baggage itself added more hassle.

I guess I was too tired and feeling sick I didn’t have the energy to argue.

The conversation with Cebu Pacific airport personnel

As we submitted the report, they said we are entitled to receive a fee of 2,000 pesos every 24 hours that our luggage won’t get to us.

Nothing to wear

The luggage has my clothes and the kids’ stuff as well. So the next day, we bought a few clothes to wear for at least 3 days, hoping the airline would reimburse them as well (we just need to show them the receipts).

They found the luggage

Someone from Cebu Pacific called us after 24 hours to say our luggage was found and asked us to “pick it up.” I was able to arrange that it be delivered though – because that was what’s promised anyway. (I mean, why would you bother a disheartened customer even further.)

So we received the luggage within 36 hours with the zipper and the lock broken, half of the items out, and just attached to the luggage with a plastic wrap. (Thankfully) no items were missing. But the delivery didn’t say anything about the promised compensation and the damage.

Checking Cebu Pacific’s Lost Baggage Policy

To make sure we’re on the right side of the situation, I searched for their lost and damaged baggage policies and found this piece of info on their website:

• Delayed Baggage – Passengers must immediately file a Property Irregularity Report (PIR) within the premises of the arrival station, if baggage did not arrive in the same flight as the passenger. CEB will provide Php2,000 compensation to the passenger for every twenty-four (24) hours of delay. We will also provide a first need compensation, if passenger is not a resident at the destination.
• Damaged Baggage – Passengers must immediately file a Property Irregularity Report (PIR) while still at the airport premises of the arrival station, if the baggage was damaged. If damage is proven not to be caused by regular wear and tear, we will compensate based on the Philippine Air Passenger Bill of Rights or the Montreal Convention.

So I reached out to a live agent via their Facebook Messenger customer support to ask about whatever happened to the supposed compensation for delayed baggage, plus that of the damage.

Apparently, there’s no other way to get in touch with them but through a chat.

Conversation with the Chat Customer Support Agent

On the first chat, the agent told me that lost baggage was not within their concern. Seriously? I told him ‘Lost Baggage’ itself is one of the options to select from when initiating a chat – how come it’s not your concern. The chat went on. I had to re-tell the story, even though a report has already been submitted. The conversation ended with an assurance that my case would be “forwarded to higher department for follow-up.” (See chat thread below).

On the second chat, I was supposed to get an update but the whole ‘short conversation’ went over an hour just for me to repeat (yes, again) my case – although it was clear that this other agent have access to my case through my report number (PIR). This agent also asked me to show a “screenshot of the promised compensation” to which I replied by quoting what they have on their own policy. I was told that the case was escalated further. Our chat ended with a promise that they’ll “reach out (to me) via email for the escalation’s feedback.”

The agent “rest assured” that the concern has been forwarded to the concerned department and it was “sent with urgency“.

The third chat was completely unhelpful. The agent told me that “the previous agent is not yet done with the escalation of your concern. I will inform her to update you through your email”. Apparently, no one else from their team can take action on older cases previously assumed by another.

That last chat ended with an apology for their slow process. What else can I say then?

Chat support transcripts

Below are the screenshots of the whole conversation with a real person. I removed the parts where I was talking to a chatbot. I’m sharing this for transparency and to possibly inform you that this is how poor their customer support is, should you need it in the future.

First chat – July 15, a day after arrival

Cebu Pacific called my brother-in-law’s number to inform us that our luggage was found. (We don’t have a Philippine number so I gave my bro-in-law’s.)

Second chat – July 18

Third chat – July 22