Those are some of the words that I saw when I googled "what to do when you lost your cebu pacific e-ticket?" I couldn't find the confirmation email slash e-ticket in my Yahoo inbox and I was panicking because we only have two freaking days before the great summer adventure begins (a.k.a Coron trip) and I couldn't afford to book flights for 4 pax again. First, I have no extra money. And second, I have no extra money. Even though the lost e-ticket wasn't under my name, the confirmation message was sent to my email because I was the (self)assigned travel agent of the group. So it's my responsibility. And I lost the email. And I didn't jot down the confirmation number. And if worse comes to worst, I would have to pay for the one-way airfare of 4 people. That's about P20,000 of regular fare. And I have no extra money.
But I didn't lose hope. I know Cebu Pacific has a database of all the bookings. I mean, they should have a database. I know they can resend the ticket to my email. But for how much or how long, I had no idea at all. I took a notepad and I listed all concerned passengers' full names, birth dates, and flight details that I got from doing a mock booking via Cebu Pacific's website. Good thing I could remember the ETD! I picked up the phone and dialed 7020-888. After about 7 minutes of listening to recorded ads, messages and reminders, a tired but polite voice cut my waiting woes.
Agent: Hello, good evening. Thank you for calling Cebu Pacific hotline. This is [sic].
Me: Hi, good evening. What's your name again?
Agent: Betty. (or Perry or Penny. Not so sure. Sorry, my bad.)
Me: Yes, I have a problem. I think I accidentally deleted the confirmation email sent by Cebu Pacific.
Agent: Do you have the confirmation number, ma'am?
Me: Err, unfortunately, I don't have it.
Agent: Okay, I'll just get the passenger's name. Last name and first name of the passenger, please?
Me: It's XXXX, XXXX XXXX.
Agent: Just one passenger for that booking, ma'am?
Me: No, there are 4 passengers. The other three are XXXXX, XXXXXX and XXXXXXX.
Agent: Thank you for that, ma'am. Is this a one-way flight or round trip, ma'am? Going to? When's the flight, ma'am?
Me: Just one way. Going to Busuanga. The flight's on May 30. ETD is 3:05 PM.
Agent: Okay, ma'am. How are you related to the concerned passengers?
Me: They're my sisters-in-law (hilaw pa lang :))
Agent: Okay, ma'am. Can you please give me the email address where we will resend the confirmation message to?
Me: Yes, it's email@example.com.
Agent: Okay, ma'am. I'll put you on hold while I retrieve the booking. This may take 2-3 minutes. Thank you.
Agent: Hi, ma'am. I have already retrieved the booking confirmation message. For security purposes, can you please give me the contact number that you used when you booked the flight?
Me: It's 0917xxxxxxx.
Agent: Okay, ma'am. The confirmation message has been resent to your email. Please check in a few minutes. If it doesn't appear in your inbox, please also check your spam folder.
Me: THANK YOU VERY MUCH!
Agent: No problem, ma'am. I'll also give you the confirmation number just in case. It's XXXXXX. Do you have any other concerns, ma'am?
Me: None. That's all. THAAAANKS! Bye.
Just like that. No hassle. No extra payment. Okay, I feel really weird writing good stuff about Cebu Pacific because I am very much aware that a lot of people hate CebPac's service. I have no first-hand bad experience with Cebu Pacific yet but I have heard some really horrifying stories about how lousy CebPac's customer service is. This experience with a nice agent was refreshing. I was already prepared to argue with the agent should she request for additional payment just for resending the confirmation email. I heaved a sigh of relief when our conversation ended without any mention of additional charges. Whew!
So after the phone call, I checked the FAQ section in Cebu Pacific's website, which I failed to check earlier because I was already freaking out. The closest FAQ would be: