Media Center 

>PRESS RELEASES / March 12, 2020

COVID-19 Frequently Asked Questions

Last updated March 25, 2020, 10:00 pm

Created April 2, 2020, 3:00 pm​


 

1.       When will Cebu Pacific resume its operations?

​In line with the efforts of the Philippine and international government bodies to help contain the spread of COVID-19, ALL DOMESTIC FLIGHTS of Cebu Pacific are CANCELLED until April 14, 2020. 

We plan to resume our operations starting April 15, 2020, depending on how the situation improves. 

For more information and latest news, please refer to our advisories here.

 

2.       How will I know if my flight is cancelled?

We will be sending an email notification to the registered email address indicated in the booking. You can also check the flight schedules at https://bit.ly/CEBflightsched​

 

3.       Given the situation, what options do I have?

We are giving you several options for your booking. Please go to https://bit.ly/CEBmanageflight to manage your booking before your flight date.

For cancelled flights between March 15 to April 14, 2020 due to COVID-19, an email notification with three options below shall be sent to the registered email address in the booking.

 

a.       TRAVEL FUND. You can put the full cost of your ticket in a virtual wallet. This fund is valid for 180 days and can be used as payment for future bookings as far as 12 months out. This excludes services fees, if any.

b.      FREE REBOOKING. You can avail of one (1) rebooking with waived fare difference and change fees, for travel from April 15, 2020 to June 30, 2020.

c.        FULL REFUND. You can request for the total cost of your booking, including taxes and all add-ons. This excludes service fees, if any.

 

If you're traveling from April 15 to June 30, 2020, you can choose either of the following:

a.       TRAVEL FUND. You can put the full cost of your ticket in a virtual wallet. This fund is valid for one (1) year and can be used as payment for future bookings as far as 12 months out. The amount to be converted to Travel Fund includes fare + any add-on(s) and travel tax, but excludes insurance add-on, and other service fees, if any.

For insurance, please call CHUBB directly at +63288592774 (hotline) or +63288640865 (24/7 medical assistance hotline) for refund request or insurance availment.

Passengers who fall within this travel period and have already completed converting Travel Fund when its validity was 180 days can call our Contact Center at +63287020888 (for Philippines) or our international numbers listed at bit.ly/CustomerHotlines

b.      FREE REBOOKING. You can avail of one (1) rebooking with waived change fees. A minimal fare difference may apply.

If you're making a new booking from now until June 30, 2020 for travel at a later date, we are offering FREE CEB Flexi. This gives you up to two (2) rebooking with waived change fees, subject to possible minimum fare difference. Please don't forget to select CEB Flexi add-on during booking.

 

4.       Are flights from April ​15 to June 30, 2020 still pushing through?

 

We are planning to resume our operations starting April 15, 2020, dependent on government directions. Ahead of the planned resumption of flights, we are already providing you with flexibility to manage your booking. 


 

5.       My flight is already past dated. Can I still manage my flight online?

Past dated flights cannot be self-managed online at this time. Please fill out the request form at http://bit.ly/CEBrequest so we can assist you further.

 

6.       Are Travel Fund and Free Rebooking options applicable to all routes?

Yes, the options are applicable to all domestic and international routes as long as the flight falls within the specified dates above.

 

7.       If my booking includes one route that's beyond June 30, 2020, am I eligible for Travel Fund or free rebooking for both routes?

Yes, you are eligible for either the Travel Fund or free rebooking options as long as one route includes a March, April, May or June 2020 travel date, and both routes belong to the same booking reference.

 

8.       What does "waived change/rebooking fees" and "fare difference" mean?

Fare difference is the amount difference between the existing booking and the new booking. When you rebook a flight, you must pay for a rebooking (also called as 'change fee') on top of the fare difference.

Normal Rebooking

Current Booking

(A) Total Ticket Cost Paid

Php5,500

Rebooking

(B) Ticket Cost

Php6,300

(C) Change Fee

Php1,500

Fare difference to be paid

(B - A) + C

(Php6,300-Php5,500) + Php1,500 = Php2,300

 

Waived Rebooking/Change Fee

Current Booking

(A) Total Ticket Cost Paid

Php5,500

Rebooking

(B) Ticket Cost

Php6,300

(C) Change Fee

Php0

Fare difference to be paid

(B - A) + C

(Php6,300-Php5,500) + Php0 = Php800

 

9.       What is a Travel Fund?

Travel Fund is a virtual wallet used to store the total amount you've paid for in an existing booking. This can be used as a form of payment when you book a new flight in the future.

Travel Fund is only offered for cancelled flights or for flights with schedule changes of more than 60 minutes. For this special situation, we are offering Travel Fund even if the flight is not cancelled nor changed.

To help you in this challenging time, we have also extended the validity of Travel Fund from 90 days to 180 days to give you plenty of time to decide on your next adventure.

Travel Fund can be accessed through the Cebu Pacific website for GetGo members. For non-GetGo members, it is stored under your name in our system.

 

10.       When you say Travel Fund is valid for one year or equivalent to 365 days, when does it start?

The 365 days starts on the day you convert your existing flight to a Travel Fund credit. You can then use it to book for a flight as far as 12 months away. We will send you a reminder email 45 days before the last date to use your Travel Fund.

Here's an example:

Conversion Date to Travel Fund

April 1, 2020

Day 1

Email Reminder (45 days before expiry)

February 14, 2021

Day 320

Last Day to Use Travel Fund

March 31, 2021

Day 365


 

If you decide to book your new flight by the 365th day -- that is, March 31, 2021 -- you can select travel dates between March 31, 2021 to March 30, 2022.

11.   How do I convert my existing flight to a Travel Fund as voluntary change due to COVID-19?

If you have a GetGo account, please follow these steps:

    1. Go to https://bit.ly/CEBmanageflight
    2. Search for the specific flight under 'My Bookings' then click the 'Manage' button
    3. Choose 'Cancel Flight' then follow the instructions to convert your flight to Travel Fund
    4. Once successfully completed, your funds will be stored to your account.

If you don't have a GetGo account, please follow these steps:

    1. Go to https://bit.ly/CEBmanageflight
    2. Retrieve your booking by entering your Booking Reference Number and the Last Name of any of the passengers
    3. Choose 'Cancel Flight' then follow the instructions to convert your flight to Travel Fund
    4. Once successfully completed, your funds will be stored in our system under your name

If you booked your flight through a travel agency or through group booking agent, please coordinate with the respective agent/coordinator to assist you.

 

12.   How do I convert my existing flight to a Travel Fund due to cancellation in line with COVID-19?

If you have a GetGo account, please follow these steps:

    1. Go to https://bit.ly/CEBmanageflight
    2. Search for the specific flight under 'My Bookings' then click the 'Manage' button
    3. A Travel Fund option will be shown. Follow the instructions to complete your conversion to Travel Fund.
    4. Once successfully completed, your funds will be stored to your account.

If you don't have a GetGo account, please follow these steps:

    1. Go to https://bit.ly/CEBmanageflight
    2. Retrieve your booking by entering your Booking Reference Number and the Last Name of any of the passengers
    3. A Travel Fund option will be shown. Follow the instructions to complete your conversion to Travel Fund.
    4. Once successfuly completed, your funds will be stored to your account.

If you booked your flight through a travel agency or via group booking agent, please coordinate with the respective agent/coordinator to assist you.

 

13.   How do I rebook my flight as voluntary change due to COVID-19?

If you have a GetGo account, please follow these steps:

    1. Go to https://bit.ly/CEBmanageflight
    2. Search for the specific flight under 'My Bookings' then click the 'Manage' button
    3. Choose 'Change Flight' to select new travel dates, then follow the instructions to complete your rebooking

If you don't have a GetGo account, please follow these steps:

    1. Go to https://bit.ly/CEBmanageflight
    2. Retrieve your booking by entering your Booking Reference Number and the Last Name of any of the passengers
    3. Choose 'Change Flight' to select new travel dates, then follow the instructions to convert your flight to complete your rebooking

If you booked your flight through a travel agency or via group booking agent, please coordinate with the respective agent/coordinator to assist you.

 

14.   How do I rebook my flight due to airline cancellation in line with COVID-19?

If you have a GetGo account, please follow these steps:

    1. Go to https://bit.ly/CEBmanageflight
    2. Search for the specific flight under 'My Bookings' then click the 'Manage' button
    3. A rebooking option will be shown. Follow the instructions to complete your rebooking.

If you don't have a GetGo account, please follow these steps:

    1. Go to https://bit.ly/CEBmanageflight
    2. Retrieve your booking by entering your Booking Reference Number and the Last Name of any of the passengers
    3. A rebooking option will be shown. Follow the instructions to complete your rebooking

If you booked your flight through a travel agency or via group booking agent, please coordinate with the respective agent/coordinator to assist you.

 

15.   How do I refund my cancelled flight in line with COVID-19?

If you have a GetGo account, please follow these steps:

    1. Go to https://bit.ly/CEBmanageflight
    2. Search for the specific flight under 'My Bookings' then click the 'Manage' button
    3. A refund option will be shown. Follow the instructions to complete your refund.

If you don't have a GetGo account, please follow these steps:

    1. Go to https://bit.ly/CEBmanageflight
    2. Retrieve your booking by entering your Booking Reference Number and the Last Name of any of the passengers
    3. A refund option will be shown. Follow the instructions to complete your refund.

 

16.   How will I know if my refund has already been processed?

We endeavor to process your refunds as soon as we can. Once processed, we will be sending an email notification to the email address registered in the booking.

 

17.   How long can I expect my refund to be credited back to my credit or debit card?

We process your refund request as soon as we get them. However, it may take up to four (4) billing cycles for the amount to be added back to your credit card. It may take a bit longer for debit cards. The turnaround time for crediting back to your credit/debit card is dependent on your card issuing bank. The unusually long processing time is brought by the volume of refunds from COVID-19 flight cancellations, as well as local bank operating restrictions.

 

18.   How will my refund be credited to my card if it is already expired or terminated?

Please fill out https://bit.ly/CEBrequest and prepare to submit a Certificate of Closed Account from the bank, so we can process check issuance under the name of the credit/debit cardholder.

 

19.   Why am I not able to see the "Refund" option online?

Full refund option is ONLY available online for the following scenarios:

    1. Flight is marked 'cancelled' in the system and it is NOT yet past dated
    2. Booking has NOT yet refunded, rebooked or converted to Travel Fund in whatever channel.

​If you fall under one of the scenarios above, but still don't see a full refund option, or for all other scenarios, please call our hotline at +63287020888 (for Philippines) or other international numbers as listed in bit.ly/CustomerHotlines​

 

20.   How can I refund if my payment was made in cash through payment centers or travel agencies or group reservation agents?

Refund can be done through any of Cebu Pacific ticketing offices. Please refer to https://bit.ly/CEBticket-offices​ for the list of offices. For those residing in the Philippines, we encourage passengers to proceed to the offices starting April 15, 2020 or once the community quarantine is lifted.

If you booked your flight through a travel agency or via group booking agent, please coordinate with the respective agent/coordinator to assist you.

 

21.   How do I use/redeem my Travel Fund?

If you have a GetGo account, simply log in and book your flight as usual. When you reach the payment page, select Travel Fund as your form of payment.

If you don't have a GetGo account, our Call Center will be ready to assist you in using your Travel Fund to book for a flight. 

 

22.   Who can use/redeem the Travel Fund?

If you converted your booking to Travel Fund while logged in to your GetGo account, the amount is attached to your account. Therefore, you need to be logged in when booking a new flight. You also need to be one of the travelers when you make a new booking. Note that you can add new passenger name/s in the new flight.


If you converted your booking to Travel Fund while not logged in, the amount is attached to the passenger name/s of the original booking. Any or all passengers of the original booking can use the Travel Fund when booking a new flight. However, all passengers of the original booking must be part of the travelling party, if there are additional passenger name/s in the new booking.


 

23.   What should I do if my Travel Fund is not enough for my new booking?

No worries, you can always top up using credit/debit card or other payment options to pay for the remaining amount in excess of your Travel Fund.

 

24.   Am I allowed to book more than one flight to use up my Travel Fund?

Yes, you can book more than one flight as long as your Travel Fund is still valid.


 

25.   What is CEB Flexi?

CEB Flexi allows you to do two (2) rebooking with waived change fees, but subject to minimal fare difference. CEB Flexi add-on usually costs between Php499 to Php1,099 depending on your destination, but we're giving this for FREE due to the COVID-19 situation. Please note that while change fees are waived, rebooking may still subject to minimal fare difference.

 

26.   Why are you giving travel options only until June 2020?

For now, our adjusted policies are applicable until June 2020. Don't worry, we are continuously reviewing our policies to ensure we respond to the evolving situation in a timely manner. Should there be further updates, we will post them on our Facebook and Twitter pages, as well as our website.


 

27.   Why can't you give refund to all flights?

We offer refunds if we cancel our flights. Since we continue to operate as scheduled, our standard policies apply. We have, however, offered an exception to the policy by offering our passengers a Travel Fund option.

We understand that some people feel uneasy to push through with their travel. As such, we have revised some of our policies to provide flexibility to you.

 

28.   Our booking has multiple passengers. Am I allowed to split the Travel Fund among the passengers?

Yes, you can split the Travel Fund among the passengers included in the same booking. A note indicating "For flight changes of individual guests, click here" will appear after you select 'Cancel Flight'

 

29.   If I used a combination of GetGo points and card/cash for my booking, am I eligible for the travel options?

Yes, you are still eligible to avail of travel options based on the terms indicated. However, this needs to be processed by our agents. Please log a request via https://bit.ly/CEBrequest, so we can assist you further.

 

30.   Why can't I change my seats in the flight?

In line with Covid-19, we have implemented a strict guideline of no changing of seats while in-flight. This is for the benefit of everyone to make contact tracing faster, in any case that a passenger becomes positive with the virus.

 

31.   My hotel is requiring me to submit a travel certificate, so they can refund our hotel booking. How can I get one?

We will gladly assist you on this matter. Simply go to https://bit.ly/CEBrequest, select 'Request' then choose 'Certificate/Letter for Cancelled/Delayed Flight'. Please allow us up to seven (7) days to respond to your request.

 

32.   I have been calling your hotline and sending you an email, but I can't get through! Why?

We're sorry for the inconvenience. We've been receiving high volume of customer requests lately and are working round-the-clock to get through all the messages as soon as we can. Thank you for bearing with us.

​​We're also working on adding more features online to help you manage your booking at your own convenience. We shall announce them in the coming weeks.​​

33. Can I convert my Travel Fund to Full Refund later on?

Managing your booking can only be done once. After you have already cancelled your flight and converted it to Travel Fund, it cannot be reversed, reinstated and/or cancelled. Your Travel Fund will be available for one year or 365 days. You can use your Travel Fund to book your future flights as far as year 2022.