17/05/2026
I rarely rant about something, but when I do, it’s because of a very frustrating experience.
I am very disappointed with how Cebu Pacific Air handled our transfer luggage.
We just came from an enjoyable 6-day trip to Singapore. During our departure from Bacolod to Singapore, our belongings arrived without a hitch. Everything was seamless.
That’s why we expected that our return trip to Bacolod would also go smoothly.
Lo and behold, when we arrived at Bacolod-Silay Airport, the CebPac personel informed us that our bags most likely got stuck at customs in Manila. Apparently, according to their explanation, if your luggage arrives at Ninoy Aquino International Airport, you are required to physically claim your baggage — even if it has a transfer tag to Bacolod — and bring it through customs yourself.
I mean… what?!
1. When we checked in our bags in Singapore (around 11:30 PM), the staff placed transfer tags directing them straight to Bacolod. There were absolutely no instructions telling us that we had to claim the bags in Manila and bring them through customs ourselves. I even confirmed this with their personnel.
2. When we arrived in Manila at around 5:15 AM, there were no announcements or instructions from the cabin crew reminding passengers with connecting domestic flights to claim and recheck their luggage. (Mind you, despite it being an international flight, we deplaned using the stairs). Next, I personally approached the Cebu Pacific transfer desk and asked what our next steps were since we had a connecting flight to Bacolod. I honestly expected there to be a dedicated transfer process for connecting passengers, similar to other airports or even Mactan-Cebu International Airport.
Instead, the representative lazily pointed us toward the main immigration area with no further instructions — no guidance on where to go, what to do, or how to process our luggage through customs. (Mind you, we were traveling with a toddler and carrying a stroller during this entire ordeal.)
4. After immigration, we had to rush around looking for the proper elevator to reach the domestic departure area because there was barely any proper signage outside the arrival section. We only had a 2-hour layover. Even upon boarding our Bacolod flight at 6:40 AM, there was still no announcement or warning regarding our luggage. At that point, I honestly expected that our bags had already been transferred properly.
5. When we finally arrived in Bacolod at 8:35 AM, imagine our dismay when our luggage never appeared on the carousel.
We were then instructed to fill out a customs form that would supposedly be physically sent to Manila. Yes — physically — in an age where we have gigabit internet speeds, customs still relies on paper forms and manual processing.
We were then told to simply wait for updates regarding our bags.
Honestly, I don’t completely blame the Cebu Pacific staff and crew regarding the lost luggage itself. However, I would like to make the following points:
Point #1: There should be CLEAR instructions from ground personnel at the departing airport regarding transfer luggage procedures.
I honestly wouldn’t have minded claiming and rechecking our bags through customs if this had been properly explained to us. But there were no instructions from the Singapore staff, no reminders upon arrival in Manila, no guidance at the transfer desk, and no announcements before boarding our Bacolod flight. There weren’t even visible signages explaining the process.
They should not expect first-time international travelers to automatically know these procedures — especially passengers with only 1–2 hour layovers.
Point #2: Cebu Pacific should at least be able to track the status of passengers’ luggage.
If our bags were not loaded onto the Bacolod flight, shouldn’t there have been a system to flag or notify us before boarding? Are checked-in bags not properly monitored and accounted for per flight?
Point #3: The customs process needs to be digitalized.
It is incredibly inconvenient that passengers still need to manually fill out paper forms that are physically sent to Manila before any action is taken. What’s worse is that this doesn’t even seem to be a rare occurrence. The Cebu Pacific personnel in Bacolod-Silay Airport mentioned that there were already five other luggages from an earlier flight that also failed to arrive.
That only highlights how inefficient and outdated the current system is compared to other countries.
I’ve been traveling with Cebu Pacific for the past 10 years because of their affordable flights and generally courteous staff. But experiences like this seriously make me reconsider.
As of now, we are still waiting for updates regarding our luggage.
I sincerely hope proper processes and clearer communication will be implemented so incidents like this stop happening in the future.
