Customer Service Plan

  1. Offer the lowest available fare

    Cebu Pacific offers the lowest available published fare through:

    • Our website www.cebupacificair.com
    • Our Call Center
      • Manila (+63)2 702.0888
      • Cebu +6332 230.888
      • Hong Kong +852 397.33800
      • Singapore +65 315.80808
      • Australia +612 9119.2956
      • Korea +822-6971-7950 to 51
      • USA Toll Free Number 1-855-5CEBPAC
    • Our sales offices
    • Our authorized agents
    Recommendation/s:

    Book in advance to get lower fares, particularly during peak season and holidays.

  2. Notify guests of known delays, cancellations and diversions If our operations will be affected by delays, cancellations or diversions, we will inform our guests by following guidelines below:

    Planned disruption - for flights departing 15 minutes earlier or will be delayed more than 30 minutes, SMS and email notifications are sent to affected guests. A call-out may follow if affected guest has not acknowledged receipt of earlier notifications. Notification will also provided through Cebu Pacific's telephone reservation system and social networking sites.

    On-the-spot disruption - guests are notified immediately as soon as the disruption is known and every 30 minutes thereafter for updates in case of creeping delay. Notification is provided at check-in if disruption is already known and at the boarding gate area.

    US Airport flight displays under Cebu Pacific's control will be updated within 30 minutes after Cebu Pacific becomes aware of a flight cancellation, diversion or delay of 30 minutes or more. Where a US airport flight display is not under Cebu Pacific's control, Cebu Pacific will notify the airport within 30 minutes after Cebu Pacific becomes aware of a flight cancellation, diversion or delay of 30 minutes or more.

    Recommendation/s:

    Provide accurate and complete contact details so that Cebu Pacific may contact you in case of disruptions.

  3. Deliver baggage on time

    Cebu Pacific endeavors that all checked baggage arrives at your destination. In case of baggage irregularity, please be guided by the following:

    Delayed Baggage

    If baggage did not arrive with the guest, immediately file a Property Irregularity Report (PIR) while still at the airport premises of the arrival station. We provide a first need compensation if guest is not a resident at the destination.

    Damaged Baggage

    If baggage is damaged, immediately file a Property Irregularity Report (PIR) while still at the airport premises of the arrival station. If damage is proven not to be caused by regular wear and tear, we compensate based on the Philippines Air Passenger Bill of Rights or the Warsaw Convention)

    Lost Baggage

    If baggage is not found within seven (7) days from date of arrival, it is considered lost. Cebu Pacific provides compensation for every day it is missing starting from the 25th hour of delay. Compensation is based on the Philippines Air Passenger Bill of Rights or the Warsaw Convention.

    Cebu Pacific will make every effort to return mishandled baggage within 24 hours, and will reimburse affected guest for any fee charged to transport a bag if that bag is lost.

    Recommendation/s:

    Ensure that baggage has proper identification labels with name, address and contact details, and are packed properly that would withstand the stress of airport handling.

    Do not carry valuables and fragile items inside your checked baggage.

  4. Allow reservations to be held or cancelled without payment

    Cebu Pacific follows the book-and-buy model.

    Refunds are allowed for reservations made seven (7) days or more prior to your departure, provided that refund request is made within twenty four (24) hours of initial reservation.

  5. Provide prompt ticket refunds Cebu Pacific's fares are non-refundable (including any charges associated with the fare).

    For guests due a refund who purchased their reservation with a credit card, Cebu Pacific will facilitate refund within ten (10) working days. However, due to different billing cycles, a credit may not reflect a refund immediately. For flights to or from the US, a credit statement will be submitted to the credit card issuer within seven (7) working days after receipt from the guest of a complete refund request.

    For guests who purchased with cash, refund will be given outright if refund request is done at the office where booking is made. For flights to or from the US, refunds of payments made in cash or by check will be made within twenty (20) working days after receipt from the guest of a complete refund request.

    Where appropriate, refunds will include amounts paid for optional services that the guest was unable to use due to flight overbooking or cancellation.

  6. Properly accommodate passengers with disabilities and other special needs, including during tarmac delays

    We will provide our guests who have special needs, including passengers with disabilities, with the level of attention, respect and care they require.

    Recommendation/s:

    During booking, notify us with any special assistance you might need for your travel. This will alert us to your requirement and will help us better prepare to assist you.

  7. Meet guests' essential needs during lengthy onboard delays Cebu Pacific will provide those accommodations listed in our Tarmac Delay Contingency Plan (with link)

  8. Handle denied boarding guests with fairness and consistency in the case of overbooking

    In case of denied boarding situations, we offer the following to denied guests:

    1. Confirmed seat on the next available flight
    2. Option to rebook within thirty (30) days
    3. Option for full Travel Fund
    4. Option for full refund
    5. Monetary compensation (subject to the Philippines Air Passenger Bill of Rights, or for flights originating in the US, subject to Part 250 of the US Department of Transportation's regulations) or travel voucher
  9. Disclose travel itinerary, cancellations, frequent flyer rules, aircraft seating configurations and lavatory availability

    Cebu Pacific will strive to provide our guests with accurate, up-to-date information about their travel thru our website, Call Center, sales offices and agents.

    You may also visit our Conditions of Carriage (with link to GTC) for airline policies.

  10. Ensure good customer service from code-share partners

    Cebu Pacific does not participate in any code-share agreements with other airlines

  11. Ensure responsiveness to guest complaints

    You may contact Cebu Pacific with your compliments or complaints through:

    Website: https://www.cebupacificair.com/pages/guest-feedback
    Mail:

    Cebu Pacific Air

    Airline Operations Center

    Domestic Road, Pasay City

    1301 Philippines

    Telephone:1-855-5CEBPAC

    For flights to or from the US, guests may also submit complaints to the US Department of Transportation:

    Website: http://www.dot.gov/airconsumer
    Mail:

    Office of Aviation Enforcement and Proceedings

    Airline Operations Center

    Domestic Road, Pasay City

    1301 Philippines

    Telephone:1-855-5CEBPAC

    We encourage guests to provide feedback using the website so that cases may be given a reference number and you may track your case. An acknowledgment email will be sent to the sender within twenty four (24) hours of feedback receipt. All cases which require minor investigation are closed with seven (7) working days. For those requiring further investigation, we strive to close within sixty (60) days.

  12. Identify the services to mitigate guest inconveniences resulting from cancellations and misconnections

    Cebu Pacific follows below flight disruption policy for on-the-spot disruptions at the terminal:

    For disruptions less than 1 hour: Fare rules shall apply

    For disruptions 1 hour to less than 3 hours:
    • Options available to guests are:
    • Rebooking to another flight within thirty (30) days without charges
    • Full Travel Fund
    • Full refund
    For disruptions 3 hours to less than 6 hours:
    • Options available to guests are:
    • Rebooking to another flight within thirty (30) days without charges
    • Full Travel Fund
    • Full refund
    For disruptions 3 hours to less than 6 hours:
    • Options available to guests are:
    • Rebooking to another flight within thirty (30) days without charges
    • Full Travel Fund
    • Full refund
    • Serve food on the 3rd hour and every 3 hours of delay thereafter
    For disruptions 6 hours and up:
    • Options available to guests are:
    • Rebooking to another flight within thirty (30) days without charges
    • Full Travel Fund
    • Full refund
    • Amenities we may extend to guests are:
    • Serve food on the 3rd hour and every 3 hours of delay thereafter
    • One-way travel voucher
    • Hotel stay (if necessary)
    • Transport (if necessary)

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