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>PRESS RELEASES / March 12, 2020

COVID-19 Frequently Asked Questions

Last updated May 12, 2020, 6:00 pm

Created March 12, 2020, 4:00 pm​


 

A.    GENERAL

 

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 Cebu Pacific flights are cancelled until May 31, 2020.  

 

We are committed to resume our operations starting June 1, 2020, depending on government mandates and regulations in the destinations we fly. Rest assured that we are closely coordinating with the proper authorities for this evolving situation.

 

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.       What are my options if I had a cancelled flight starting March 15, 2020?

 

These options supersede all other amendments:

 

a.       FREE REBOOKING. You can avail of one (1) rebooking with waived fare difference and change fees, with travel date selection within three (3) months from original flight date.

b.      FULL TRAVEL FUND THEN REFUND. 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 2021 to 2022. You can also request for a full refund, if your Travel Fund remains unused after a year.

 

c.       FULL REFUND. You can request for full refund. However, processing of refunds will start after Enhanced Community Quarantine in Luzon has been lifted. Your refund will take up to four billing cycles or longer.

 

4.       What are my options if I want to do voluntary change for flights between June 1 to September 30, 2020?

 

These options supersede all other amendments:

 

a.       FULL 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 2021 to 2022. 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.      FREE REBOOKING. You can avail of one (1) 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.

 

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

 

Yes. If you’re making a new booking from now until September 30, 2020 for travel later, we are offering FREE CEB Flexi for a limited time only. CEB Flexi gives you up to two (2) rebooking with waived change fees, subject to possible minimum fare difference. CEB Flexi is already pre-selected when you book a new flight.

 

6.       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.

 

7.      My flight date is already past dated. Can I still manage my booking online?

 

        Yes. Past-dated flights can be rebooked online at

        https://bit.ly/CEBmanageflight within 30 days from

        the original flight date.

 

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

 

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

 

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

 

Yes. You are eligible for either Travel Fund or FREE Rebooking options, if at least one route includes any month from March to September 2020 travel date, 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. We shall announce them in the coming weeks.

 

 

B. TRAVEL FUND

 

1.       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 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. For this special situation, we are offering Travel Fund option, 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 switch 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 one (1) year 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 one (1) year, when does it start?

 

It starts on the day you convert your existing flight to Travel Fund. You can use the fund to book for a flight as far as 12 months away. We will send you a reminder email 45 days before the last day to use your Travel Fund, so you won’t forget.

 

Here’s an example:

Conversion Date to Travel Fund

April 1, 2020

Day 1

Email Reminder

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.

 

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 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. 


 

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

 

5.       How do I convert my existing flight to Travel Fund 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 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 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. 


 

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

1.       Log in to your account at https://bit.ly/CEBmanageflight

2.       Click the profile icon at the top right portion of the page

3.       Click ‘My Travel Fund’

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 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 change my Travel Fund to Refund?

 

Yes. You can change your Travel Fund to Refund, if all conditions are met:

a.       Your flight was cancelled by Cebu Pacific starting March 15, 2020

b.      You converted your booking to Travel Fund starting March 15, 2020, AFTER your flight was cancelled

c.       Your Travel Fund remains unused after one (1) year validity

 

14.   How can I request to change my Travel Fund to Refund?

 

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.

 

C. REBOOK

1.       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.

 

For voluntary changes to flights between June 1 to September 30, 2020, you can rebook your flight as far as one (1) year or whatever dates are available on the website.

 

2.       Is rebooking free?

 

Yes, it is free for cancelled flights starting March 15, 2020. Your new booking’s change fees and fare difference are fully waived when you rebook.

 

For voluntary changes to flights between June 1 to September 30, 2020, your change fees will be waived when you rebook to a new travel date. Please note that it may be subject to a minimal fare difference.

 

3.       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. 


 

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

 

4.       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.​

 

5.       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

 

 

D. 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 converted their flights to Travel Fund at the time of cancellation.

 

2.       How do I refund my cancelled flight?

 

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

a.       Log in to your account at https://bit.ly/CEBmanageflight

b.      Search for the specific flight under ‘My Bookings’ then click the ‘Manage’ button

c.       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:

a.       Go to https://bit.ly/CEBmanageflight

b.      Retrieve your booking by entering your Booking Reference Number and the Last Name of any of the passengers

c.        A refund option will be shown. Follow the instructions to complete your refund.

 

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

 

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

 

We endeavor to process your refunds as soon as the Enhanced Community Quarantine in Luzon is lifted. Once processed, we will be sending an email notification to the email address registered in the booking.

 

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 restrictions, 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:

a.       Certificate of Closed Account from the bank – this should indicate the card used in the booking and card account was already closed

b.      Two (2) valid IDs of the passengers, passport is mandatory for international flight

c.       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:

a.       Flight is cancelled

b.      It is not yet past dated

c.       Booking has not yet been refunded, rebooked or converted to Travel Fund in any other customer channels

 

If you think your booking is qualified for full refund, please call our hotline as listed in https://bit.ly/CustomerHotlines for further assistance.

 

7.       How can I refund my cash payment made through ticketing office, payment centers, travel agencies or group reservation agents?

 

For cash payments made through Cebu Pacific ticketing office or payment centers, please go to any Cebu Pacific ticketing offices once it reopens, after the Enhanced Community Quarantine is lifted. Please refer to https://bit.ly/CEBticket-offices for the list of offices.

 

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