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>PRESS RELEASES / July 21, 2020

CEB Frequently Asked Questions

Posted  July 21, 2020

Last updated August 5, 2020

 

A.    GENERAL

1.       Which destinations does Cebu Pacific fly to?

Our flight schedule and routes can be referred to here. This link is updated daily to reflect the latest advisories on destinations and other important reminders.

As this is a developing situation, we may reduce or add flights depending on passenger demand, travel conditions, and local government unit or international restrictions. We continue to work with national and international authorities to make sure we adhere to all regulations.

We would like to remind everyone that only guests with confirmed flights shall be allowed entry in the airport.

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

Flights are pushing through unless a cancellation notice is sent to your booking's registered email address. You will also receive pre-flight and online check-in reminders at least 24 hours before your flight. You can also check this link for flight schedules.

As the situation is very fluid, we will do our best to provide enough lead time for guests to prepare for flights. We request for your patience and understanding on possible last-minute changes to comply with authority regulations.

 

3.       Is it safe to fly?

Yes. Our priority has always been the safety and well-being of our guests and employees. To provide you peace of mind, we are actively coordinating with local and international authorities, regulators, and health experts, including the World Health Organization (WHO) and International Air Transport Association (IATA) to ensure each flight we operate complies with the highest standards set for safety and sanitation.

All CEB aircraft undergo extensive daily disinfection, which includes the misting of the cabin using a disinfectant approved for Airbus jets that is effective in eradicating viruses including the Novel Coronavirus. This process also ensures that all surfaces (such as passenger seats, overhead bins and cargo compartments) are covered and sanitized.

 

4.       How clean is the air inside the aircraft?

Our fleet of Airbus jets are equipped with High Efficiency Particulate Arrestor (HEPA) filters that are capable of filtering microscopic bacteria and virus clusters, including the Novel Coronavirus with 99.99% efficiency, like what is used in hospital operating rooms.

Similarly, our ATR fleet also has an Environment Control System (ECS) that continually circulates the air to keep it clean.

 

5.       How can we make sure that your staff and crew are virus-free?

Our pilots and cabin crew undergo rapid antibody tests before they are assigned to operate flights. In addition, all CEB personnel providing you service from check-in to arrival shall be wearing personal protective equipment and practicing physical distancing. This is above and beyond what our regulators require, but we have added these measures to provide both employees and guests that extra sense of comfort.

 

6.       How can I best protect myself?

It is best to always keep your personal hygiene in check. Here are some tips:

    • Carry your personal alcohol/sanitizer to clean your hands after touching any surface.
    • Do not touch your eyes, nose, and mouth if your hands have not been disinfected.
    • Always wear a face mask and a face shield, when in public. For added protection, wearing gloves is also recommended.
    • Observe physical distancing.
    • Limit contact with any surfaces.
    • If you're feeling unwell, consult a medical practitioner immediately.

7.       Are there any additional requirements when flying?

Please be ready to present the usual requirements of boarding pass and valid ID or passport. Before flying, please check all local government and international regulations of your origin and destination, to ensure compliance to their requirements. Click here to learn more. 
 

8.       How do I know which terminal I should go to for my flight departing from Manila?

Most Cebu Pacific flights departing from Manila shall be operating from Ninoy Aquino International Airport – Terminal 3. Should there be changes to your flight details, we shall send an advisory to your booking's registered email address, before your flight date.
 

9.       What can we expect when flying with Cebu Pacific?

Apart from ensuring that all CEB personnel are wearing PPEs and common surfaces are periodically sanitized, we have rolled out Contactless Flights for everyone to travel with peace of mind. Here's what you can expect:

Booking

    • All guests are encouraged to book flights directly via www.cebupacificair.com so you can enjoy low fares and minimize the need to leave the house.
    • Ticketing offices in NAIA Terminal 3 and Mactan Cebu International Airport are open starting July 22, 2020, catering to select transactions only. All other ticketing offices will remain closed until further notice.
    • All ticketing office transactions can be easily done online through our website or by contacting any of our agent-assisted channels, available 24/7.

       

      Before going to the airport
    • Check-in online by clicking here before going to the airport. For domestic flights, you can go straight to the boarding gate if you don't have any baggage. Otherwise, simply pass by our bag drop counter to check in your baggage.
    • For guests traveling to domestic destinations, please make sure to submit contact information and destination address. Click here and choose "Travel Requirements" to accomplish the form now.
    • For international guests flying into Manila, pre-register to e-CIF to fast track testing procedures upon arrival. For non-OFW and seafarer, it is also recommended to pre-book your hotel accommodation in DOT-accredited facilities, where you will be quarantined as you wait for your RT-PCR test result. 
    • A face mask and a face shield are required for all flights, from entering the airport to arriving at your destination. While any type of mask is allowed, please check the local regulations in your destination for any specific mask requirement.
    • Eat a hearty meal before flying. Our buy-on-board service will be temporarily suspended, except selling of bottled water and serving of pre-ordered meals.
    • Only one (1) carry-on baggage can be brought inside the cabin. Make sure that its size is not bigger than 56cm x 36cm x 23cm, which you can personally carry for stowing in the overhead bins.
    • For your own peace of mind, bring your personal hand sanitizers with maximum alcohol content of 70% and not bigger than 100mL.
    • Be at the airport at least three (3) hours (for domestic) and four (4) hours (for international) before your flight's estimated time of departure for a more relaxed experience, as you go through the new pre-departure procedures.
    • Passengers are required to print and fill out the Bureau of Immigration form. This is applicable to all Filipinos departing from the Philippines, except for the following
      • Overseas Filipino Workers (OFWs)
      • Permanent Residents abroad
      • Students
      • Participants of visitor exchange programs

      Please ask our airline staff to fill out the lower portion of the form before submitting it to the Immigration Officer.

       

      At the airport

    • Only guests wearing a face mask and a face shield, and with valid travel documents shall be allowed entry to the airport. Please prepare your itinerary or electronic boarding pass to be shown to the airport security.
    • Contactless temperature check and thermal scans shall be conducted by airport officials.
    • Floor markers are available to aid all guests to follow physical distancing.
    • Sanitizing foot mats shall be provided by airport officials in key locations within select airports.

       

      Check-in and Bag drop area
    • Utilize check-in kiosks available at key airports. Printing and attachment of bag tags shall be self-service in select airports.
    • If traveling in groups, only the group leader should come forward to check in. Similarly, only one guest per booking is requested to come forward to check in.
    • Hold the boarding pass and ID with the barcode facing the check-in agent for touchless scanning.
    • Observe physical distancing as guided by floor markers.
    • Guests without seat add-ons shall be automatically assigned seats. Passengers traveling in groups or pairs may be seated together, depending on availability of adjacent seats.

       

      Pre-departure and Boarding
    • Observe physical distancing as guided by seat and floor markers, even when boarding through the aerobridge or buses.
    • Listen carefully to the new boarding procedures to be announced by our boarding agents. Only stand up to fall in line when your row number is called.
    • As you approach the boarding agent, present your ID and hold your boarding pass with the barcode facing the agent for touchless scanning.

       

      Inside the aircraft and while inflight
    • Ensure you're boarding the correct flight.
    • Cabin Crew will be positioned at the aircraft door to spray guests' hands with alcohol upon entry.
    • Immediately proceed to your assigned seat and stow your carry-on baggage to the overhead bin or under your seat.
    • Adequate supply of hand soap and paper towels shall be available inside the lavatory.
    • Pre-ordered meals shall be served; only bottled water shall be available from our buy-on-board service.
    • Passengers are not allowed to change seats while inflight for purposes of contact tracing. Cabin Crew, however, may reseat guests for safety and health reasons.
    • Designated seats in the aircraft shall be left empty for isolation of ill-feeling passengers, if any.
    • We will do our best to leave select seats empty for physical distancing, if passenger volume is low. During the initial months of our flight resumption, we expect passenger volume to be below normal levels.
    • Cabin Crew shall frequently clean the lavatory while inflight.
    • Rigorous aircraft cleaning and disinfection shall be done at the end of the day.

       

      Deplaning and disembarkation
    • Deplaning shall be done per row to maintain orderliness as we observe physical distancing. Listen carefully for instructions on new deplaning and disembarkation procedures from our Cabin Crew.
    • Items for disposal are to be collected near the exit door. Guests are requested to bring these items forward during deplaning.

       

      Arrival at the airport destination
    • Face mask and face shield are required.
    • Observe physical distancing.
    • Health declaration forms or similar documents must be accomplished and submitted to officials.
    • Baggage pushcart handles shall be disinfected periodically.
    • Guests arriving from international airports shall be mandated to go through RT-PCR testing and quarantine.

       
      Post-travel
    • Customer Care is available 24/7 for whatever concerns you may have. Feel free to contact us through any of these channels.  

       

10.   Are all international guests required to undergo testing and quarantine upon arrival?

Yes. In order to minimize the spread of COVID-19, arriving guests are required to undergo RT-PCR test in a segregated area at the airport. Likewise, guests are to be quarantined in DOT-accredited facilities until test results are available.

Testing, transfers, and hotel accommodation expenses of OFW and Seafarer are to be shouldered by their respective agencies. Meanwhile, all other guests shall shoulder own expenses.

To shorten testing procedures upon arrival, guests are encouraged to pre-register to e-CIF and pre-book their hotel accommodations prior to landing in the Philippines.
 

B.    PASSENGER FLEXIBILITY OPTIONS

 

1.       I need to book a new flight now. Are there flexibility options for me?
 

Yes. All flights until November 30, 2020 come with unlimited rebooking. With this, you can rebook as many times as possible until two (2) hours before your flight departure time via Manage Booking online.

 

2.       What are my options if I want to do voluntary change / cancellation for flights from now until November 30, 2020?

Effective July 22, 2020, we are providing you with these options:

a.       FULL TRAVEL FUND. You can put the full cost of your ticket in a virtual wallet. This fund is valid for two (2) years and can be used as payment for future bookings. The amount to be converted to Travel Fund includes fare plus any add-ons and travel tax, but excludes insurance add-on, and other service fees, if any.

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

b.      UNLIMITED REBOOKING. You can avail of unlimited rebooking with waived change fees. Travel period is within one (1) year or whatever is available on the website. A minimal fare difference may apply.

 

3.       What are my options if my flight is cancelled?

We recommend converting your booking to Travel Fund. You can put the full cost of your ticket in a virtual wallet. This is valid for two (2) years and can be used as payment for future bookings.

Alternatively, you can also rebook your flight for free, with travel date selection within ninety (90) days from original flight date. We will waive the fare difference and change fees. Lastly, you have an option for full refund.

 

4.       Are Travel Fund and Unlimited Rebooking options applicable to all routes?

Yes. The options are applicable to all domestic and international routes, as long as the flight departure date is on or before November 30, 2020.

 

5.       What happens if I'm denied entry for high temperature or lack of documents?

Guests who will be denied entry to the airport by airport officials for whatever reason can avail of Voluntary Change / Cancellation options of unlimited rebooking or converting the booking to Travel Fund. Remember to do this online up to two (2) hours before the estimated time of departure.

 

6.       What happens if I'm denied entry at my arrival destination due to high temperature or lack of documents?

Unfortunately, this is beyond our control. Should this happen to you, a new flight must be purchased to fly back to your origin. We advise guests to check all regulations before flying to a specific destination to ensure compliance to their requirements.

7.       How can I manage my booking?

Simply go to https://bit.ly/CEBmanageflight and retrieve your booking either by logging in as GetGo member or by entering your booking reference number and surname. It's so much easier and faster, without having to contact us.

 

8.       My cancelled flight is already past dated. Can I still manage my booking online?

Yes. Cancelled past-dated flights can be managed online at https://bit.ly/CEBmanageflight within 30 days from the original flight date.

 

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

Yes. You are eligible for either Travel Fund or Unlimited Rebooking options, if at least one route falls on or before November 30, 2020, and both routes belong to the same booking reference.

 

10.   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 contact us in any of our hotlines listed in https://bit.ly/CustomerHotlines for further assistance.

 

11.   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.

 

12.   How long can I receive a response with my concern?

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

We're also working on adding more features online at https://bit.ly/CEBmanageflight to help you manage your booking at your own convenience.

 

 

C. TRAVEL FUND

 

1.       What is a Travel Fund?

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

Travel Fund is usually offered for cancelled flights or for flights with schedule changes of more than 60 minutes. Due to the COVID-19 situation, we are offering Travel Fund option and Unlimited Rebooking, even if the flight is not cancelled nor changed.

 

2.       What are benefits of getting a Travel Fund?

These are the benefits you'd get to enjoy when you convert your booking to Travel Fund:

    1. Long validity – to help you in this challenging time, we have extended the validity of Travel Fund from the usual three (3) months to two (2) years to give you plenty of time to decide on your next adventure
    2. Faster payment and booking – because you now have a ready fund available, you can easily complete your booking, whenever you are ready travel again
    3. Surprise awaits – you wouldn't want to miss our surprise, which we will only send to those with Travel Fund

 

3.       When you say Travel Fund is valid for two (2) years, when does it start?

It starts on the day you convert your existing flight to Travel Fund. Remember, you don't have to travel within two (2) years. Instead, the fund needs to be used up within the validity period. Travel date can be as far as our system shows you at the time of booking.

We will send you a reminder email 45 days before the last day to use your Travel Fund, so you won't forget. Alternatively, the expiry date will be shown on your account, under My Travel Fund.

Here's an example:

Conversion Date to Travel FundApril 1, 2020Day 1
Email ReminderFebruary 15, 2022Day 685
Last Day to Use Travel FundMarch 31, 2022Day 730

 

If you decide to book your new flight by the 730th day -- that is, March 31, 2022 -- you can select travel dates between March 31, 2022 to March 30, 2023.

 

4.       How do I convert my existing flight to Travel Fund as VOLUNTARY CHANGE?

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

    1. Log in to your account at 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 booking reference number and name

If you booked your flight through a travel agency using one form of payment, you can still convert your booking to Travel Fund online by following the steps above. Meanwhile, if you used multiple forms of payment in one transaction (i.e., cash + credit card), please coordinate with your respective travel agent for assistance.

 

5.       How do I convert my existing flight to Travel Fund due to FLIGHT CANCELLATION?

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

    1. Log in to your account at 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 successfully completed, your funds will be stored in our system under your booking reference number and name

If you booked your flight through a travel agency using one form of payment, you can still convert your booking to Travel Fund online by following the steps above. Meanwhile, if you used multiple forms of payment in one transaction (i.e., cash + credit card), please coordinate with your respective travel agent for assistance.

 

 

6.       How do I know how much is in my Travel Fund?

If you converted your booking to Travel Fund while logged in to your GetGo account, follow these steps:

If you don't have a GetGo account, the Travel Fund balance will be sent to the booking's registered email address within 48 hours after you've successfully converted your booking to Travel Fund.

 

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

If you have a GetGo account, follow these steps:

    1. Log in to your account at https://bit.ly/CEBmanageflight
    2. Book your flight as usual*
    3. When you reach the payment page, select Travel Fund as your form of payment

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

    1. Book your flight at www.cebupacificair.com*
    2. When you reach the payment page, select Travel Fund as your form of payment
    3. Enter your Travel Fund's booking reference number and click 'Use Travel Fund'
    4. Click 'Pay Now' to confirm your booking

*Make sure the passenger's name in the new booking is inputted the same way as the original booking (e.g., Jose Rizal, Jr. is considered different from Jose Rizal Jr – without the comma and dot).

 

8.       Can I use my Travel Fund for booking any destination?

Yes. You can use your Travel Fund to book for any domestic or international destination.

 

9.       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. The fund can be used to book a flight for anyone, given that the owner of the Travel Fund is also one of the travelers in the new booking.

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. The fund can be used to book a flight for anyone, given that at least one of the passengers in the original flight is also one of the travelers in the new booking.

 

10.   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.

 

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

Yes. You can book more than one flight within the validity period of your Travel Fund.

 

12.   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' online.

 

13.   Can I request to refund my Travel Fund?

Yes. You can request to refund your Travel Fund, if ALL conditions below are met:

    1. Your flight was cancelled by Cebu Pacific starting March 15, 2020 to July 31, 2020
    2. You converted your booking to Travel Fund AFTER your flight was cancelled
    3. Your Travel Fund remains unused after one (1) year validity

 

14.   How can I request to refund my Travel Fund?

If you are eligible for this option, we will send an email reminder containing instructions on how to request for refund, before your Travel Fund expires.

 

15.   Do I have to request for validity extension of my Travel Fund?

No. We will take care of automatically extending your Travel Fund to two (2) years, if it is not expired nor unused by July 24, 2020.

 

D. REBOOK

 

1.       What does "unlimited rebooking" mean?

If your flight is on or before November 30, 2020, you can rebook as many times as you want without having to pay for change /rebooking fee. This may be subject to minimal fare difference.

 

2.       How far can I rebook my flight?

For cancelled flights starting March 15, 2020, you can rebook your flight to 90 days from original travel date.

Should you want to rebook to a farther date, you can avail of Unlimited Rebooking as part of Voluntary Change / Cancellation options afterwards.

 

3.       Is rebooking free?

Yes, it is free for cancelled flights starting March 15, 2020. Your new booking's change fee and fare difference are fully waived when you rebook, as long as you do this after the flight was cancelled.

For unlimited rebooking as part of voluntary change/cancellation, your change fee is waived when you rebook to a new travel date. Please note that it may be subject to a minimal fare difference.

 

4.       How do I rebook my flight as VOLUNTARY CHANGE?

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

    1. Log in to your account at 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 succeeding 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 succeeding instructions to complete your rebooking

If you booked your flight through a travel agency using one form of payment, you can still rebook online by following the steps above. Meanwhile, if you used multiple forms of payment in one transaction (i.e., cash + credit card), please coordinate with your respective travel agent for assistance.

 

5.       How do I rebook my flight due to airline CANCELLATION?

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

    1. Log in to your account at 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 using one form of payment, you can still rebook online by following the steps above. Meanwhile, if you used multiple forms of payment in one transaction (i.e., cash + credit card), please coordinate with your respective travel agent for assistance.

For bookings made through a group booking agent, please reach out to your group booking coordinator for further assistance.

 

6.       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 fee (also called as 'change fee') on top of the fare difference.

 

Normal Rebooking

Current Booking
(A) Total Ticket Cost PaidPhp5,500
Rebooking
(B) Ticket CostPhp6,300
(C) Change FeePhp1,500

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 PaidPhp5,500
Rebooking
(B) Ticket CostPhp6,300
(C) Change FeePhp0

Fare difference to be paid

(B - A) + C

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

 

7.       Does CEB Flexi work in conjunction to unlimited rebooking?

If you choose to rebook your flight on or before November 30, 2020, the system will use up Unlimited Rebooking first, which means you can rebook as many times as you want. By December 1, 2020, the system will use up CEB Flexi, which gives you two (2) remaining times to rebook your flight, as long as you have this add-on included in your booking.

Both CEB Flexi and Unlimited Rebooking work similarly, wherein change fee is waived and rebooking is subject to fare difference.

 

E. REFUND

 

1.       Who is eligible for refund?

Eligible for refund are passengers with flights that were cancelled by Cebu Pacific from March 15, 2020 onwards and have not yet rebooked nor converted the flight to Travel Fund at the time of cancellation.

 

2.       How do I refund my cancelled flight, if I used credit/debit card?

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

    1. Log in to your account at 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.

If you booked your flight through a travel agency, please coordinate with the respective agent to assist you.

 

3.       How will I know if my credit/debit card refund request has already been processed?

We are continuously processing refunds, given limited resources due to the quarantine. Your refund request follows these steps:

    1. Guest submits request to CEB
    2. CEB reverses the amount in our system
    3. CEB transmits the refund details to acquiring bank
    4. Bank forwards the details to card issuing bank, if different from acquiring bank
    5. Card issuing bank credits the amount to guest's account

We will be sending you an email update at the end of Steps A-C.

 

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

Due to the volume of requests received and partner bank operating limitations, it may take up to four (4) billing cycles or longer for the amount to be added back to your credit card. It may take a bit longer for debit cards.

 

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

For this case, we will issue a cheque under the name of the credit/debit cardholder. Please fill out https://bit.ly/CEBrequest and prepare to submit the following documents:

    1. Certificate of Closed Account from the bank – this should indicate the card used in the booking and card account was already closed
    2. Two (2) valid IDs of the passengers, passport is mandatory for international flight
    3. Two (2) valid IDs of the cardholder

6.       Why am I not able to see the 'Refund' option online?

Full refund option is only available online, if it satisfies all conditions below:

    1. Flight is cancelled
    2. It is not yet more than 30 days from the cancelled flight date
    3. Booking has not yet been refunded, rebooked or converted to Travel Fund in any other customer channels

7.       How can I refund my cash payment?

We have enabled cash refund through money transfer to major commercial banks within the Philippines. Eligible guests who can avail of this option are only those who paid their booking in cash through designated payment centers, as well as Cebu Pacific ticketing offices and airport cashiers. 

Bookings and payments made through travel agencies must be coordinated with your respective travel agency.

 

8.       What are the requirements to refund my cash payments through bank deposit?

Below are the steps to avail of cash refund:

    1. Fill out our Guest Feedback Form by selecting Request > Cash Refund, then fill out the necessary details about your flight. It is required to use the same email address as the one used to book the flight.
    2. Our Customer Care will validate your submission. If eligible for refund, we will send forms to you via email.
    3. Fill out the forms completely, then send it back to the same email thread with the following other requirements:
      1. Valid government ID or Passport (with signature) showing the name of each guest in the booking
      2. Valid government ID or Passport (with signature) showing the name of the booker of the flight
    4. Only requests with complete requirements shall be processed for refund

9.       How long is the processing time for cash refunds to be deposited to my bank account?

We will do our best to process your request as soon as we get the complete requirements. Due to the volume of requests we receive, allow us to process your cash refund within 30 banking days.

 

10.   Are CEB Ticketing Offices accepting refund requests?

No. To help prevent the spread of COVID-19, our ticketing offices are now automated and equipped with self-service kiosks to cashless transactions. Most transactions that were previously processed in ticketing offices have moved online. We advise guests to simply process all requests through our website, as this is the same experience in our ticketing offices.