Privacy and Cookie Policy

We will keep this Privacy Policy under review and notify you of any changes by posting the revised policy on our website at www.cebupacificair.com.

If we change this Privacy Policy, we will let you know about the changes by publishing the updated version on our website. We are committed to protecting and respecting your privacy and will continue to do so in any future changes we make to this Privacy Policy.

We collect Personal Information about you when you use our services (whether directly provided by us or by another company or agent), when you travel with us, and when you use our website, call centers or mobile applications, including, for example:

• when you book or search for a flight or other products or services on our website
• when you book or search for a flight or other products or services through our other sales channels, such as through a travel agent
• if you join customer programs
• when you contact our call centers or service agents
• when you travel with us and use airports where we operate
• if you complete a customer survey or provide us with feedback
• if you enter a competition or register for a promotion
• if you choose to interact with us via social media, such as Facebook or Twitter

In addition, we may receive Personal Information about you from third parties, such as:

• companies contracted by us to provide services to you
• companies involved in your travel plans, including airlines involved in your prior or onward journey, relevant airport operators and customs and immigration authorities
• companies that participate in our loyalty schemes and other customer programs

Certain categories of Personal Information, such as that about race, ethnicity, religion or health, are considered “sensitive Personal Information” under the Data Privacy Act 2012. Generally, we try to limit the circumstances where we process sensitive Personal Information. However, this can occasionally occur because:

• you have requested specific medical assistance from us and/or an airport operator, such as the provision of wheelchair assistance or oxygen, or,
• you have sought clearance from us to fly with a medical condition or because you are more than 28 weeks pregnant, or,
• you have otherwise chosen to provide such information to us (or a third party such as the travel agent through which you made your booking)

In addition, you may have made other requests in connection with making your travel arrangements that may possibly imply or suggest something about you that could be considered as “sensitive Personal Information”. For example, if you request a particular type of special meal this may imply or suggest that you hold particular religious beliefs or have a particular medical condition.

By providing any Personal Information that is, or could be considered to be, “sensitive Personal Information” you explicitly agree that we may collect, use, share with third parties and transfer this Personal Information, as described in this Privacy Policy.

If you withdraw your consent, it may mean we will not be able to provide all or parts of the services you have requested from us. Please be aware that in these circumstances you will not be able to cancel or obtain a refund of any fees you have paid.

When you visit our websites, we may collect and process information about your website usage (e.g., your browsing history and information about your navigation through our website) using “cookies” and other similar technologies. For more details of the methods please see www.allaboutcookies.org.

When you use our websites, mobile websites and applications we collect information about your location based on your IP address. An IP address (i.e., an Internet Protocol address) is a numeric code that can act as a unique identifier for your computer or other access device and can be used to indicate the country from which you are accessing the relevant website or application. Knowing the country you are likely to be in enables us to provide more relevant content and do so in an appropriate language. We also use this information to analyze how our website users interact with our websites.

If we have your permission to do so, we may also use the functionality on your mobile device (such as Bluetooth and GPS) and/or information based on Wi-Fi and/or mobile phone mast locations to determine your approximate location so that we may provide you with more relevant content and services. We only do this where you have provided your consent to the use of location data, which may typically be provided (or withdrawn) by adjusting the settings of your mobile device.

You may request a copy of any personal data about you held by Cebu Pacific which may entail an administrative fee. You can edit your Personal Information and preferences at any time, including whether you want Cebu Pacific to contact you about specials and new products.

You can correct your passport details and Go Rewards number through Manage Booking and during web check-in. You need only to provide your booking reference number, last name, and first name to be able to retrieve your booking. Once the booking is retrieved, web check-in and manage booking can already be done thru self-service online. To request a copy of your Personal Information we hold and for other requests or off-line transactions, please contact our Customer Care using Charlie the Chatbot through Cebu Pacific’s Facebook Messenger, website, or through CEB’s mobile application.

We will use your personal information to fulfill your travel arrangements and to deliver the services you have asked for. This may include processing information about travel arrangements that are not provided by Cebu Pacific but which nevertheless form part of your overall journey, such as details of your connecting flights, arrangements at airports and customs and immigration formalities.

When you are travelling with us and using airports at which we operate, we may have the ability to monitor where you are within the airport, for example, based on your having passed through security checks or having presented your boarding pass to gain access to one of our lounges. This information may be used to assist with flight connections and with the prompt and effective boarding of aircraft, as well as to provide a personalized service.

Please also be aware that in some airports where we operate, facial recognition and related biometric technology is used in order to facilitate passenger boarding.

We may use your Personal Information to provide services tailored to your requirements and treat you more personally, for example:

• to deliver messages and information that we think is relevant and may be of interest to you, prior to, during, and after your travel with us
• to personalize the services, content and offers on our websites and other sales and servicing channels
• to personalize and tailor your travel experience

Examples of how we may use your Personal Information to provide a tailored, improved service may include our cabin crew and other staff being made aware of other aspects of your travel history with us, such as airport disruption that you have previously experienced, lost luggage, etc.

Even if you have opted-out of receiving marketing information from us, we may still send you communications about the services you have booked to use, such as your travel itinerary. These communications will help you get the most from the services we provide and may also contain options and offers about the services you will be using (e.g., prepaid seating requests, additional baggage, and pre-booked meals).

We may also send you communications about the services you have previously used, for example, where you experienced some form of issue or problem, and we wish to contact you about it proactively in order to resolve it.

We occasionally run customer surveys to understand more about the way people use our services and how we could improve them. Participation in any research is confidential and voluntary, and results are handled in such a way that they do not identify individual respondents, unless you advise us when completing the survey that you wish to be contacted by us. For the purpose of analyzing survey data, we may combine your answers with other data which we have, but we will do so in a way that does not affect the anonymity of the survey results.

However, in some cases it may help us improve your experience with us in the future if you permit us to record some of the preferences and other information you provide in the survey as part of your customer record. If you are happy for us to do so, then please respond accordingly in your survey response (where you have the opportunity to do so).

We may use and retain your Personal Information, including your purchase history, for administrative purposes, which may include for example, accounting and billing, auditing, credit or other payment card verification, anti-fraud screening (including the use of credit reference agency searches and payment card validation checks), immigration and customs control, safety, security, health, administrative and legal purposes and systems testing, maintenance and development.

We may use and retain your Personal Information to provide you with more relevant marketing communications.

The information is used for the following marketing-related purposes:

• tailoring our direct marketing communications (e.g., sending you marketing emails) to include offers and content relevant to you. These communications may be tailored to you based on the information that we hold, such as your prior travel history, etc.
• tailoring and tracking our Internet banner advertisements and links from our marketing partners' websites to our website
• the operation of customer programs
• statistical and marketing analysis
• sales and marketing research
• page tracking usage and paths visitors use through our site
• tailoring the site content

We may also combine your web usage data with other information we have about you. By way of some examples, this may include whether you have arrived at our site through a marketing email sent to you, your booking and passenger name data you have entered, or previous web usage data stored by a cookie.

You may receive marketing communications from us if you have requested information from us or made a booking with us, or if you provided us with your details when you entered a competition or registered for a promotion (and have not expressed a preference not to receive such communications).

You can agree to be sent offers and promotions by registering on this website or in the course of making any booking or requesting information. We try to make sure that you do not receive duplicate communications even if you have agreed to receive marketing communications in more than one of those ways.

Please be aware that we do sometimes send marketing communications that promote a third party’s products and services as well as our own and you may receive communications from third parties directly for related products and services. We will ensure we have an agreement with any third party that protects your Personal Information, and you can change your preferences at any time.

If you change your mind about the marketing communications you want to receive from us, you can change your marketing preferences at any time by contacting our Customer Care using Charlie the Chatbot through Cebu Pacific’s Facebook Messenger, website, or application.

In addition, each marketing communication we send by email will also have an “unsubscribe” option which will allow you to stop receiving further marketing emails.

Please note that if you tell us that you do not wish to receive further marketing communications, you will still receive “service” communications (as described above) confirming and servicing any bookings you may have with us.

In addition to using the ‘unsubscribe’ link in emails, if you receive marketing communications from us because we obtained your details when you made a booking or requested information or when you entered a competition or registered for a promotion, you can tell us at any time thru our Call Center or Customer Care using Charlie the Chatbot through Cebu Pacific’s Facebook Messenger, website, or through the CEB mobile application, that you do not wish to receive these marketing communications.

Cebu Pacific and other airlines are required by laws in the USA and other countries to give border control agencies access to booking and travel information. Therefore, any information we hold about you and your travel arrangements may be disclosed to the customs and immigration authorities of any country in your itinerary.

In addition, laws in several countries require Cebu Pacific and other airlines to collect passport and associated information for all passengers prior to travel to or from those countries. When required, Cebu Pacific will provide this information to the relevant customs and immigration authorities.

Your Personal Information may be sent to and stored by us and third parties in countries outside the country in which you are located and in particular the Philippines, Australia, Singapore, United States, and United Kingdom where our data storage or third-party processing facilities are located. This occurs in the course of providing your travel arrangements and because our business and the third parties have operations in countries across the world. This may involve sending your data to countries where under their local laws you may have fewer legal rights. However, wherever we store your information we will treat it in accordance with this Privacy Policy.

By continuing to use our services, the website and by providing any Personal Information, you consent to such transfers, storing and processing of your Personal Information outside the country in which you are located, including to countries where under their local laws you may have fewer legal rights.

We understand how important it is that your information is kept secure. We take all reasonable steps to ensure that the Personal Information we hold is protected against loss, and unauthorized access, use, modification or disclosure. As part of this, we:

• Use only secure servers
• Use industry standard encryption for the transmission of Personal Information on Cebu Pacific websites, for example when you pay by credit card online. Known as SSL (Secure Sockets Layer) protocol, you can check this is active by looking for the padlock symbol on many browsers. SSL allows a secure connection between your internet browser and our internet server, using a private (or secret) key to encrypt the information.
• Require any third-party suppliers we use to agree to confidentiality policies that includes specific reference to our privacy and data protection expectations and requirements for both information and physical security
• Require any third-party suppliers who handle Personal Information to comply with global data protection legislation relevant to the services they are providing and with our internal information security and other relevant policies such as cloud security requirements
• Ensure that our employees and service providers have access to only the Personal Information they need to do their jobs and understand that they should not look for Personal Information about family or friends at any time
• Train our employees to ensure that they understand how to handle the Personal Information you have entrusted to us
• Require our employees to be aware of our privacy expectations to respond to any breach of security swiftly and effectively, as set out in Cebu Pacific’s internal information security policy, privacy policy and data breach response process.

When you make a booking, you will be given a booking reference (also known as a PNR or Passenger Name Record). This will appear on the email confirmation or ticket of each person in your booking. You should keep your booking reference confidential at all times.

Giving your booking reference to others may allow them to access your booking details through our system. If you are travelling with others and would not like your individual booking details to be accessible by them, you may prefer to have each person make separate bookings, to be paid for individually.

To make sure your access to our websites, other online services, and mobile applications is secure, you should not share your log in details with anyone else. When you finish using the website, online services or mobile application you should log out if others may be able to access your computer or device. This is especially important if you are using a publicly accessible computer.

There is an Internet fraud practice known as "Phishing" which is the illegal gathering of Personal Information by deception. Unsolicited emails are sent to individuals from lists illegally gathered by a third party, and recipients are asked to enter or reconfirm bank or password details into a 'cloned' or illegal copy website.

For your protection please be aware of the following guidance:

• Our Customer Care team might ask for your bank details if they are going to credit your account directly, after you have raised a claim with us.
• You will only be asked for your card payment details if you wish to change or refund your booking on www.cebupacificair.com. We require this information specifically to debit or credit your card in relation to your booking.
• Legitimate emails from Cebu Pacific will contain your booking reference and the email will not have been sent from a web-based mail server such as Gmail, Hotmail or Yahoo.
• Cebu Pacific will never request money payments through a third party, such as Western Union, GCash, LBC, or other remittance business centers.

If you have reason to suspect an email claiming to be from Cebu Pacific is fraudulent, please contact us immediately. We will investigate its authenticity and take appropriate action.

We retain the Personal Information we collect only if we need it to support justifiable business requirements or when our lawful purposes for using the information are still relevant. When we no longer require Personal Information, we or our third-party suppliers will securely delete and/or archive the information.