Member Advisory (Flight Cancellation due to COVID-19)

All Cebu Pacific and Cebgo domestic and international passenger flights are CANCELLED from March 15 (Sunday) until April 14 (Tuesday)in line with the Philippine government directive for an enhanced community quarantine over Luzon to contain the spread of the Coronavirus Disease (COVID-19). For other information, you may check the frequently asked questions for Travel Fund, Refund and Rebooking below:

 

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 DOMESTIC AND INTERNATIONAL FLIGHTS of Cebu Pacific are CANCELLED until April 14, 2020.

Cebu Pacific plans to resume its operations starting April 15, 2020, depending on how the situation improves. Rest assured that Cebu Pacific is in close coordination with the government for this evolving situation.

For more information and latest news, please refer to Cebu Pacific's advisories here.

 

How will I know if my flight is cancelled? 

Cebu Pacific Air 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.

 

Given the situation, what options do I have?

We are giving you several options for your booking. Please go to https://bit.ly/CEBmanageflight to manage your booking before your flight date.

For cancelled flights between March 15 to April 14, 2020 due to COVID-19, an email notification with three options below shall be sent to the registered email address in the booking.

a. TRAVEL FUND. You can put the full cost of your ticket in a virtual wallet. This fund is valid for 180 days and can be used as payment for future bookings as far as 12 months out. This excludes services fees, if any.

b. FREE REBOOKING. You can avail of one (1) rebooking with waived fare difference and change fees, for travel from April 15, 2020 to June 30, 2020.

c. FULL REFUND. You can request for the total cost of your booking, including taxes and all add-ons. This excludes service fees, if any.

If you’re traveling from April 15 to June 30, 2020, you can choose either of the following:

a. TRAVEL FUND. You can put the full cost of your ticket in a virtual wallet. This fund is valid for 180 days and can be used as payment for future bookings as far as 12 months out. The amount to be converted to Travel Fund excludes travel tax (plus its service fee) and/or insurance add-on, and other service fees, if any.

Travel Tax (plus its service fee) will be added to your Travel Fund within 15 days after completing your booking conversion to Travel Fund. For insurance, 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. A minimal fare difference may apply.

 

My flight got cancelled and I booked it using my GetGo points, what should I do?

Passengers on cancelled flights can choose from any of these options:

  1. Rebook
  2. Travel Fund
  3. Refund

To avail any of these options, use the “Manage Booking” portal in the Cebu Pacific website http://bit.ly/CEBmanageflight    

 

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 when you book a new flight in the future.

Travel Fund is only offered for cancelled flights or for flights with schedule changes of more than 60 minutes. For this special situation, we are offering Travel Fund even if the flight is not cancelled nor changed.

To help you in this challenging time, we have also extended the validity of Travel Fund from 90 days to 180 days to give you plenty of time to decide on your next adventure.

Travel Fund can be accessed through the Cebu Pacific website for GetGo members. For non-GetGo members, it is stored under your name in our system.

 

How do I convert my existing flight to a Travel Fund as voluntary change due to COVID-19?

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

  1. Go to 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 or via group booking agent, please coordinate with the respective agent/coordinator to assist you.

 

How do I convert my existing flight to a Travel Fund due to airline cancellation in line with COVID-19?

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

  1. Go to 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 or via group booking agent, please coordinate with the respective agent/coordinator to assist you.

 

How do I rebook my flight as voluntary change due to COVID-19?

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

  1. Go to 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 or via group booking agent, please coordinate with the respective agent/coordinator to assist you.

 

How do I rebook my flight due to airline cancellation in line with COVID-19?

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

  1. Go to 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 or via group booking agent, please coordinate with the respective agent/coordinator to assist you.

 

How do I refund my cancelled flight in line with COVID-19?

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

  1. Go to https://bit.ly/CEBmanageflight
  2. Search for the specific flight under ‘My Bookings’ then click the ‘Manage’ button
  3. 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:

  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 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.

 

Why am I not able to do full refund option online?

Full refund option is ONLY available online for the following scenarios:

a. Flight is marked ‘cancelled’ in the system and it is NOT yet past dated
b. Booking was NOT done through travel agency, online travel aggregators, or group reservations
c. Form of payment used for the booking is credit/debit card
d. Booking has NOT yet been rebooked or converted to Travel Fund

If you fall under one of the scenarios above and still don’t see a full refund option OR for all other scenarios, please fill out https://bit.ly/CEBrequest so we can assist you further.

 

How long can I expect my refund to be credited back to my credit or debit card?

We process your refund request as soon as we get them. However, it may take up to four (4) billing cycles for the amount to be added back to your credit card. It may take a bit longer for debit cards. The turnaround time for crediting back to your credit/debit card is dependent on your card issuing bank. The unusually long processing time is brought by the volume of refunds from COVID-19 flight cancellations, as well as local bank operating restrictions.

 

How can I refund if my payment was made in cash through payment centers or travel agenciesor group reservation agents?

Refund can be done through any of Cebu Pacific ticketing offices. Please refer to https://bit.ly/CEBticket-offices for the list of offices. For those residing in the Philippines, we encourage passengers to proceed to the offices starting April 15, 2020 or once the community quarantine is lifted. If you booked your flight through a travel agency or via group booking agent, please coordinate with the respective agent/coordinator to assist you.

 

Will you return my GetGo points to my account If I chose to have a full refund?

Yes, your points will be reversed to your GetGo account. To reverse:

  1. Click “Contact Us” on the upper right hand corner of the page
  2. Log in with your GetGo credentials.
  3. Click “Submit a Request”.
  4. Fill out form (see sample below):

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  5. Upon “Submit”, a ticket will be logged under your “Requests” page. Once your points return request is processed (within 5-10 business days), we will update you via the same "Requests" page.

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You may also check the FAQs and the Cebu Pacific Air's travel advisory in this link.

 

 

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