Cebu Pacific Primer For Delayed or Canceled Flights


cropped-5j41.jpg Cebu Pacific provides a summary of compensation for flight delays and cancellations:

A) DELAYED BY 3 HOURS:

  • Rebooking of flights for travel, to the next available flight within 30 days from original departure date; or
  • Travel Fund (must be redeemed within 90 days from original departure date. Travel date can be beyond 90 days, as available in the CEB website)
  • Full Refund

Cebu Pacific said it also provides refreshment or meals, free phone calls, text or e-mails, and first aid if necessary.

B) DELAYED BY 6 HOURS:

  • Passengers will receive a Cebu Pacific travel voucher and may also avail of any of the options below:
  • Rebooking of flights for travel, to the next available flight within 30 days from original departure date; or
  • Travel Fund (must be redeemed within 90 days from original departure date. Travel date can be beyond 90 days, as available in the CEB website)
  • Full Refund

Regarding the travel voucher, Cebu Pacific said if it is a domestic flight, the voucher will be valid for travel to any of Cebu Pacific’s domestic destinations.

If the delayed flight is a short haul international flight, the passenger may opt to redeem it for travel to any short haul Cebu Pacific destination.

C) If the flight is cancelled due to force majeure or causes that are beyond the airline’s control, such as weather, air traffic congestion, war and acts of God, Cebu Pacific said it provides passengers any of these options without additional charges:

  • Rebooking of flights for travel, to the next available flight within 30 days from original departure date; or
  • Travel Fund (must be redeemed within 90 days from original departure date. Travel date can be beyond 90 days, as available in the CEB website)
  • Full Refund

D) If the flight is cancelled due to causes that are within the airline’s control, such as scheduled mandatory aircraft maintenance, extended servicing of aircraft, Cebu Pacific provides passengers any of these options without additional charges:

  • Rebooking of flights for travel, to the next available flight within 30 days from original departure date; or
  • Travel Fund (must be redeemed within 90 days from original departure date. Travel date can be beyond 90 days, as available in the CEB website)
  • Full Refund

Aside from these options, the airline said it also provides meals, hotel accommodations, transfers, as appropriate, for cancellations or delays that are due to causes that are within the airline’s control.

As soon as flights are cancelled, passengers may rebook flights or request for a refund or travel fund by approaching the CEB check-in counter at the airport; or calling CEB’s reservation hotlines +(632)7020-8000; or visiting Cebu Pacific’s ticket offices listed below:

  1. NAIA Terminal 3 Sales Office – Level 3, Departure Hall, NAIA Terminal 3, Andrews Ave., Pasay City
  2. NAIA Terminal 4 Express Ticket Office – Old Domestic Road, Pasay City
  3. Robinsons Galleria – West Lane, Level 1, Ortigas Ave. cor. ADB Ave. Quezon City
  4. Robinsons Place Imus – Level 4, Aguinaldo Highway Imus, Cavite
  5. Robinsons Place Manila – Level 1 Adriatico Wing, Pedro Gil cor. Adriatico St. Ermita Manila
  6. Cebu Airport Ticket Office – Mactan International Airport, Lapu-Lapu, Cebu City
    Robinsons Fuente – Fuente Osmeña, Cebu City​​

Refund processing

Cash refund for passengers who made cash payments at Cebu Pacific ticketing offices or payment centers (i.e. authorized banks, ATM, except BancNet Online), can be provided immediately after validation of the following documents that the passenger should present – CEB Itinerary or ticket; and 2 valid government issued IDs.

If passengers paid for their flights using a credit card, or via BancNet Online, charge back to the credit card account will be initiated by Cebu Pacific, and the credit card provider will process the charge back. The processing time for credit card charge back will depend on the credit card provider.

Source: Cebu Pacific, ABS-CBNnews.com

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