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Customer Service 

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Special Service Request

 

Guests Needing Special Assistance

Acceptance for carriage of guests requiring special assistance is subject to arrangement with us at least 48 hours prior the scheduled flight. In certain airports, we may charge minimal handling fee for the use of lifts and you may inform the airline at least 3 days prior t​he scheduled flight. Please contact our Call Center at (+632) 70-20-888 or (+6332) 230-8888 for more information.

Expectant Mothers

On all flights, expectant mothers with age of gestation thirty-four (34) weeks and beyond are required to present a medical certificate with the notation "Fit to Travel" and signed by a physician. Except for flights to or from the United States, the expectant mother must complete her travel within the validity period of the medical certificate which should be ten (10) days from date of issuance. 

For flights to or from the United States, the expectant mother is required to submit a medical certificate for her outbound travel only; the medical certificate must be dated within ten (10) days of the scheduled date of initial departure. 

Kindly fill out all three (3) copies of the Passenger Handling Form and present at check-in.

Unaccompanied Minors

Children below 7 years old will not be accepted for carriage unless they are accompanied by a person of at least 18 years of age. Children aged 7 to below 15 years old will be accepted only after the Passenger Handling Form i​s accomplished and submitted and the prescribed Unaccompanied Minor Handling Fee is paid.

For Filipino minors travelling to a foreign country, please check the rules governing minor travel as issued by the Department of Social Welfare and Development.

For minors with foreign nationalities, please check the rules governing minor travel as issued by your respective governments.

Infants

Infants below 8 days old will not be accepted for carriage. Infants aged between 8 days old up to below 2 years of age not occupying a seat shall be charged with a minimal handling fee.

Guests with Medical Case and Portable Oxygen Concentrators (POC)

Guests with medical cases are allowed for carriage provided that the following documents are properly filled out and accomplished: 1. Passenger Handling Form 2. Medical certificate stating the guest is “fit to travel” and signed by your personal physician.

Cebu Pacific allows the carriage of a Portable Oxygen Concentrator (POC) and other battery-operated non-oxygen generating respiratory assistive devices such as nebulizers and ventilators for use inside the cabin.

However, it does not allow carriage of partially or completely filled oxygen tanks (cylinders/bottles) or liquid oxygen on board any aircraft.

Medical certificate for guest requiring POC should also indicate that the guest may be required to use respiratory assistive device on the duration of the flight.

Guests travelling with a respiratory assistive device must check-in at least two (2) hours prior the scheduled departure time and must present the POC and other respiratory assistive device and paperwork for inspection by a CEB check-in agent.

Guests Requiring Extra Seat

Guests of size are requested to book two seats for a more comfortable travel.

Prisoners

Maximum of two (2) prisoners may be accepted per domestic flight for A319, A320 and A330 aircraft.
Maximum of one (1) prisoner may be accepted for ATR-72 aircraft.

It is mandatory that at least one (1) security officer, from the PNP or NBI for every prisoner.

The special handling must be arranged with Cebu Pacific at least 24 hours before the flight.

Elderly Passengers

Elderly passenger shall be treated as a regular passenger and will be given special assistance if requested.

Seeing Eye Dogs

Seeing Eye dogs shall only be accepted for carriage in the cabin provided:

  1. The owner assumes full responsibility for any required clearances from the appropriate government authorities
  2. Document is presented confirming that the Seeing Eye dog has been trained to an acceptable level
  3. Upon check-in, present evidence that the dog is a service animal
  4. Seeing Eye dog will not occupy a seat
  5. For flights more than eight (8) hours, the owner provides an absorbent plastic-backed pad. Otherwise a document showing that the animal does not need to relieve itself for the duration of the flight.

Please visit http://www.agriculture.gov.au/cats-dogs/assistance-dogs for more information if you deem it necessary to travel with your Seeing Eye dog to/from Australia.

Get your documents ready, download the Passenger Handling Form​ here.

Please present three (3) accomplished forms of each at the counter during check-in.​​​​​​​​

IMPORTANT REMINDERS
  • Check-in and Boarding Guidelines Check-in counters open 2 hours before scheduled time of flight departure and strictly close 45 minutes before flight departure for domestic flights. For international flights except those departing the Middle East, check-in counters open 3 hours and strictly closes 45 minutes before flight departure. For flights departing the Middle East, check-in counters open 3 hours and close 1 hour before flight departure. A confirmed booking shall be cancelled and released to waitlisted persons if the guest failed to check-in within the prescribed time.

    Guests must be at the boarding gate at least 30 minutes before flight departure as we close the gate 15 minutes before flight departure for all flights using ATR/ A319 and A320 aircraft. For flights using A330 aircraft departing the Philippines, boarding commences 45 minutes and gate closes 15 minutes before flight departure except for flights departing the Middle East, gate closes 20 minutes before flight departure.. Guests not at the boarding gate at the prescribed time will not be allowed to board the aircraft.

  • Baggage Information Only 1 piece of baggage is allowed to be carried on board provided that it does not exceed the dimensions 56cm x 36cm x 23cm for Airbus flights and 56cm x 35cm x 20cm for ATR flights. It should not weigh more than 7kg for all flights except in Caticlan which has a maximum carry-on baggage weight of 5kg. Items determined by us to be of excessive weight or size or of an offensive nature will not be permitted on-board.

    Each piece of check-in bag must not exceed 30kg. Any bag exceeding 30kg will not be accepted as check-in baggage.

  • Travel Documents You are solely responsible to secure and comply with the immigration, customs, travel and legal requirements of your destination country. Since we are a point-to-point carrier, we will not accept guests transiting without visa and will not be responsible for any connecting flight arrangement you may choose to make.

    In circumstances wherein we are required to return you to your point of origin due to your inadmissibility into a country, you will shoulder applicable fare, penalties, fees or fines and we will not refund your fare to you.

    Guests with international travel must possess a valid passport with at least six (6) months validity from the date of their departure and the applicable valid visas. They must also have a return or an onward ticket and must be able to satisfactorily prove upon request, sufficient means of financial support during their stay in the country of their destination.

    Please be advised that based on Davao City ordinance no. 0292-06/03005-00 known as the Comprehensive Children and Family Support, all carriers are required to advise passengers travelling to/from Davao that:

    1. If a child/minor aged below 15 is travelling alone or travelling with a person other than his/her parents or those exercising parental authority and legal custody of the child. Parents/guardian need to secure permit to travel from the City Social Services and Development Office (CSSDO). Below are the required documents for one to get permit to travel:

    a. Birth certificate of the minor (original and photocopy)
    b. Barangay clearance issued by the Punong Barangay – stating that the barangay has knowledge of the travel plans of the minor
    c. Written parental consent attested by the Punong Barangay (if no parents, consent shall be made by the grandparents or the eldest sibling)
    d. Identification card of the minor (original and photocopy)
    e. Identification card of the authorized person who will accompany the child in his travels (original and photocopy)

    2. If a child/ minor is traveling with both or any of his parents, there is no need to secure permit to travel as long as there is document to prove of the minor’s relation such as:

    a. Birth certificate
    b. Valid Ids

  • Special Service Request

  • Flight Connections If you are booking 2 single-sectoral flights (example: CEB-MNL then MNL-HKG), please allow the following minimum times between the first arrival and the next take-off.

    Domestic: 2 hours minimum time
    International: 3 hours minimum time

    There are the minimum times required to collect baggage and complete check-in procedures required for your second flight.

    We are a point-to-point carrier and will not be liable for any misconnections brought about by delays, cancellations and any flight arrangements you may choose to make.

    If you have onward flights with other airlines, you will have to pick up your bags and clear through Immigration and Customs so please make sure that you have all your visa requirements with you.

  • Flight Disruptions At any time after a booking has been made, we may change our schedules and /or cancel, terminate, divert, postpone or reschedule or delay any flight where we reasonably consider this to be justified by circumstance beyond our control or for reasons of safety or security.

    In the event of these disruptions, the following options are your sole remedies against us:

    1. Rebooking
    2. Refund
    3. Travel credits

    Fare rules and airline policies shall apply during these circumstances.

  • Online Booking Cut-off Internet bookings are not permitted within 3 hours and 59 minutes from the scheduled time of departure. If you wish to travel within this time, you may contact our Call Center at (+632) 70-20-888 or (+6332) 230-8888 to check availability of your preferred flight. Booking can only be done at our sales offices or airport sales counters.

  • Travel Tax and Terminal Fee Philippine Travel Tax
    For Filipino guests travelling to a foreign country, Philippine Travel Tax amounting to Php 1,620 per guest needs to be paid at the origin departure airport within the Philippines.

    Terminal Fee
    For guests travelling from the Philippines* and Brunei: Terminal fee shall be paid at the airport upon check-in.
    For guests exiting and transiting Manila: Terminal fee is included in the total payment and collected at time of booking.
    For guests exiting and transiting Cebu to destinations within the Philippines: Terminal fee is included in the total payment and collected at time of booking.
    *Except Manila and Cebu

    Red Eye Flights
    For flights departing past midnight (that is, 0040H, 0025H, etc), please be reminded that you need to check-in for your flight the day before the date indicated on your Itinerary Receipt.

  • Duty Free Purchases For US Bound flights, please be informed that duty free items purchased from the airport are not allowed to be brought inside the aircraft. This is pursuant to the TSA rule that we are limiting the acceptance of Liquids, Aerosols and Gels (LAGs). We have coordinated with the airport Duty Free office and have requested that if a purchased item is bound on our US flight, the passenger will be refunded of the full amount of the items purchased.