Showing posts with label Cebu Pacific. Show all posts
Showing posts with label Cebu Pacific. Show all posts

Wednesday, November 7, 2007

First Day in Hong Kong With the Family

Woo hoo! Hong Kong, finally. All 14 members of the family were eagerly anticipating this scheduled vacation for months. Everyone was a bit concerned that I may not be able to join them because of my recent bout with Dengue. I spent three whole days prior to our departure doing absolutely nothing so that I can get my strength back. I took refuge in LP and let the maids pamper and spoil me like crazy :-) I felt like a donya for three days :-)

Anyway, our family flew via Cebu Pacific. This time, we had excellent service and hubby and I were seated on the exit row so leg room was great. We flew in two batches for safety reasons. Cebu Pacific offers three flights daily to Hong Kong,7:30am, 4:30p.m. and 7:30pm. The 7:30 am flight is more expensive but you get to be in HK earlier. Ergo, more time for shopping!

After safely landing in Hong Kong International Airport with none of us getting sick on the plane, we made our way to the immigration. The lines were very long and it took almost an hour to get through.



We booked months in advance in Imperial Hotel located along Nathan Road, excellent location. Their rooms are a bit small and cramped, specially the one shared by hubby and me with barely enough room (I mean that in the literal sense) for a queen-sized bed, dresser, small refrigerator, TV and a teeny tiny closet. If you're booking in Imperial Hotel, remember to always get a room with two single beds for they allow a bit more room to move, you can always put the beds together like what my brother did in their room. Imperial hotel is 3-star hotel with just the basic amenities but the rooms are clean, great shower pressure and the towels are replaced every single day. The rooms are old and not very fresh looking but the location is what you're paying for. There are subway stations (called MTR) located beside and in front of the hotel, commuting is very easy and convenient.

After checking in, we all immediately plowed through the streets of Nathan Road to get a bite to eat. We settled for KFC since it was quite near to the hotel and we were all starving.

After being fortified with chicken, we go our separate ways to roam the streets of Nathan Road to look for bargains. Tita Socky, hubby and I made a beeline to Causway Bay to shop at Ikea (Causway Bay MTR station, Parklane Exit). We all bought a lot of stuff that will surely guarantee an overload in our suitcases. We bought a slew of lamps, weighing scale and implements. I couldn't resist posing at one of the kitchen showcases there.



After Ikea, we made our way back to the hotel to drop off our purchases because they're quite heavy to lug around.

Back to the streets of Nathan Road to shop some more! Hubby was the first one to score with an all-weather bright yellow jacket with a separate gray jacket ideal for Asian winters (we don't have winters in Manila, but hubby travels a lot within Asia) bought on sale from Bossini and I bought a shirt as well.

The beauty of Hong Kong is that you can spend the whole day getting lost along its side streets and yet discover a lot of amazing things and bargains. I'm not much of a shopaholic, since I'm way to practical but I really love walking around Hong Kong, every year is a new experience. I don't think I'll ever get tired of it.

When it was time for the second group to arrive, we all met at the Spaghetti House located at the second floor of our hotel. We had lasagna, spaghetti with bacon and sausages, onion rings, pizza, ribs and a whole slew of Italian dishes. I particularly love the spaghetti with bacon and sausages.





No rest for the weary, even though we were all very tired from the walking and the waiting in line in immigration (for the second group), we decided to still walk around Nathan Road and show the sights to the first timers in the group. Tita Honey was particularly mesmerized with how bright the streets are. It practically looks like daytime! We all oohhed and ahhhhed and took pictures.







My brother and hubby did not waste time looking for some electronics. My brother Jake was looking for a video camera and had asked for hubby's opinion on some of the stuff that he's looking at. We found a store that offered a too good a deal for a video cam, the price was only HK$2,000 for a JVC, 20 gig video cam. Very cheap. When the price is too good to be true, remember, it probably is. We waited and waited for the stock, in the meantime, hubby was browsing through the still camera section and a particular once caught his eye. A 12.1 megapixel, Full HD Sony Cybershot. The price was reasonably haggled at HK$3,000 (from HK$3,500). We eventually bought the Cybershot. And this is the very first picture taken from the camera, my nephew Jay-jay. Isn't he cute?



My brother didn't get his video cam. Beware of this modus operandi...the clerks will give you a low price and will tell you that they're getting the stock or the stock will be made available in a few hours, in the meantime, they will ask you to pay or will try sell you a higher model. Don't give your money unless the stock is in your hands. Browse around first and compare prices. If one store is giving a much lower price from the other stores (in the video cam's case it was HK$1,800 lower than the rest), you're being cheated. Fortunately, the Cybershot that we bought was just the right price across other shops that we looked at.

My brother was sawi with his quest for the video cam. Tomorrow's another day, more excuse to browse the stores!

Friday, March 2, 2007

I am a paying customer, I demand to be heard

Great news. Cebu Pacific is offering a very low rate of P1.00 per seat on their local and international flights (Exclusive of course of the fuel surcharges, taxes and insurance). This bit of news was met with excitement and a call from Tita Socky instructing me to book our flights for our annual family vacation and arrange for hotel accommodations. No problem. We've done it before.

My excitement was quickly replaced by anger and frustration. Cebu Pacific has done it again, ladies and gentlemen. After trying to call them and book online for over 2 hours, I finally get a customer service representative (CSR) on the line. I make the booking and after some juggling on the dates and conferring with other parties involved, we finally get the desired flight dates and time.

The CSR then tells me "Ma'am kailangan po yung credit card holder eh nasa flight"
Me: "Ok, we need two separate flights for 14 people" And I go on about the division of people per flight.
CSR: "Paano po yung second flight? Kailangan nandun din yung cardholder"
Me: "Huh?" Everything will be paid by one credit card lang nag, kasi nga group booking"
CSR: "Eh kailangan po nandun yung cardholder talaga"
Me: "Paano? Hatiin ko sa dalawa tita ko?" (I was starting to fume at this point)
"This is a group booking! You're the only airline I know who has to have a cardholder in every flight"

After a few minutes of feuding, I demanded to talk to a supervisor. The CSR refused to let me talk to a supervisor to clear the matter.
The CRS said to me: "Ma'am ganun daw po talaga kailangan may cardholder at pareho ng itenirary" "They are in a meeting and they cannot be disturbed" "And hindi po kayo pwede magbayad via credit card dito, kailangan sa ticketing office"
Me: "Ok, just please book the flights, give me a booking number and we will pay at the booking office"
CSR: "Hindi po kami pwede mag book ng promo flights dito, dapat sa booking office"
Me: "You mean to tell me, we've been talking for half an hour only to say to me that I cannot book the friggin' flights?!" (Smoke is already coming out of my ears)
"What's the use of this call center?"
"You should have told me immediately so that I didn't have to waste my time talking to you!"
"I want to talk to your supervisor!"
CSR: "Hindi po talaga sila available"
Me: "You mean to tell me, there is no supervisor or a team leader or a senior CSR on the floor? The CSRs are left to run amok with the customers?"

At this point she insists that there is really no one to take my call.
I said "Ok, don't. Just give me the name of the supervisor and I'll write a formal complaint instead"
CSR: "Ma'am please be calm. Are you going to file a complaint against me?"
Me: :"I want to talk to a supervisor now! You cannot refuse me! Get your supervisor now! Pull him off the friggin' meeting!"
"I am a paying customer and I demand to be heard!" (At this point I completely lost my temper)

Supervisor comes to the phone and apologizes and explains to me that the system that they have in the call center cannot accept booking or payments for promo flights. In my years of traveling and flying, this is the first time that I have encountered an airline call center who cannot take a flight booking. Unbelievable. It can only happen in Cebu Pacific. I award them the worst customer service airline...ever!

If I may make some logical suggestions to Cebu Pacific:
1. Please brief your CSRs prior to releasing them to take calls. This is to lessen irate customers like me from tying the phone lines.
2. Do not advertise the P1.00 rate if your customer service facility is not ready to provide customer service.
3. Upgrade your booking system to accommodate the promo rates.
4. Make sure your internet service is online all the time and is capable of making bookings and payments for promo rates.
5. Put a disclaimer to your ads "Book and pay ONLY at the ticketing office"

I know Cebu Pacific is a budget airline but, it's not an excuse.