Member Advisory (COVID-19 FAQs as of May 13, 2020)

All Cebu Pacific and Cebgo domestic and international passenger flights will remain CANCELLED from May 16 (Saturday) until May 31 (Sunday)in line with the Philippine government's announcement regarding the extension of the Modified Enhanced Community Quarantine over Metro Manila. Restrictions are also implemented by local governments across the Philippines. 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 Cebu Pacific flights are cancelled until May 31, 2020.

We are committed to resume our operations starting June 1, 2020, depending on government mandates. Rest assured that we are closely coordinating with the proper authorities 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.


What are my options if I had a cancelled flight starting March 15, 2020?

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

      • FREE REBOOKING - Rebook to any other travel date within three (3) months. Change (rebooking) fees and fare difference are waived.

      • FULL TRAVEL FUND - Place the full cost of the ticket in a Travel Fund valid for one (1) year. Use the Travel Fund within one (1) year—either book a flight up to one (1) year ahead, or pay for add-ons (e.g. baggage allowance, seat selection, etc.)

        If the Travel Fund is not used within one (1) year, passengers can apply for a full refund.

      • FULL REFUND - Processing of refunds will start after the Community Quarantine is lifted and regular work schedules resume. However, due to the unprecedented volume of requests for refunds, the process will take as long as three (3) to four (4) billing cycles.

        For flights booked through a travel agent, please coordinate with them to manage the booking.


What are my options if I want to do voluntary change for flights between June 1 to September 30, 2020?

These options supersede all other amendments:

        • OPTION 1 - Rebook to any other travel date within one (1) year

          Change (rebooking) fees waived, but fare difference may apply.

      • OPTION 2 - Place the full cost of the ticket in a Travel Fund valid for one (1) year

        Decide and book travel within a year, for flights as far as one year ahead.

        For insurance add-on, please call CHUBB directly at +63288592774 (hotline) or +63288640865 (24/7 medical assistance hotline) for refund request or insurance availment.

Select any of these options and manage travel plans through the “Manage Booking” portal in the Cebu Pacific website (http://bit.ly/CEBmanageflight).


I need to book a new flight now. Are there any flexibility options for me?

Yes. If you’re making a new booking from now until September 30, 2020 for travel later, we are offering FREE CEB Flexi for a limited time only. CEB Flexi gives you up to two (2) rebooking with waived change fees, subject to possible minimum fare difference.


How can I manage my booking?

Simply go to https://bit.ly/CEBmanageflight and retrieve your booking either by logging in as GetGo member or by entering your booking reference number and surname. It’s so much easier and faster, without having to contact us.


Are Travel Fund and Free Rebooking options applicable to all routes?

Yes. The options are applicable to all domestic and international routes, if the flight falls within the specified dates above.


If my booking includes one route that’s beyond September 30, 2020, am I eligible for Travel Fund or free rebooking for both routes?

Yes. You are eligible for either Travel Fund or FREE Rebooking options, if at least one route includes any month from March to September 2020 travel date, and both routes belong to the same booking reference.


My flight date is already past dated. Can I still manage my booking online?

Yes. Past-dated flights can be rebooked online at https://bit.ly/CEBmanageflight within 30 days from the original flight date.


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:

  • Rebook
  • Travel Fund
  • Full 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 for booking a new flight and purchasing add-ons in the future.

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


When you say Travel Fund is valid for one (1) year, when does it start?

It starts on the day you convert your existing flight to Travel Fund. You can use the fund to book for a flight as far as 12 months away. We will send you a reminder email 45 days before the last day to use your Travel Fund, so you won’t forget.

Here’s an example:

Conversion Date to Travel Fund April 1, 2020 Day 1
Email Reminder February 14, 2021 Day 320
Last Day to Use Travel Fund March 31, 2021 Day 365

 

If you decide to book your new flight by the 365th day -- that is, March 31, 2021 -- you can select travel dates between March 31, 2021 to March 30, 2022.


How do I convert my existing flight to Travel Fund as VOLUNTARY CHANGE?

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 using one form of payment, you can still convert your booking to Travel Fund online by following the steps above. Meanwhile, if you used multiple forms of payment in one transaction (i.e. cash + credit card), please coordinate with your respective travel agent for assistance.

For bookings made through a group booking agent, please reach out to your group booking coordinator for further assistance.


How do I convert my existing flight to Travel Fund due to airline CANCELLATION?

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 using one form of payment, you can still convert your booking to Travel Fund online by following the steps above. Meanwhile, if you used multiple forms of payment in one transaction (i.e. cash + credit card), please coordinate with your respective travel agent for assistance.

For bookings made through a group booking agent, please reach out to your group booking coordinator for further assistance.


How do I know how much is in my Travel Fund?

If you converted your booking to Travel Fund while logged in to your GetGo account, follow these steps:

  1. Log in to your account at https://bit.ly/CEBmanageflight
  2. Click the profile icon at the top right portion of the page
  3. Click ‘My Travel Fund’

If you don’t have a GetGo account, the Travel Fund balance will be sent to the booking’s registered email address within 48 hours after you’ve successfully converted your booking to Travel Fund.


How do I use/redeem my Travel Fund?

If you converted your booking to Travel Fund while logged in to your GetGo account, follow these steps:

  1. Log in to your account at https://bit.ly/CEBmanageflight
  2. Book your flight as usual
  3. When you reach the payment page, select Travel Fund as your form of payment

If you don’t have a GetGo account, follow these steps:

  1. Book your flight at www.cebupacificair.com
  2. When you reach the payment page, select Travel Fund as your form of payment
  3. Enter your Travel Fund’s booking reference number and click ‘Use Travel Fund’
  4. Click ‘Pay Now’ to confirm your booking

*Make sure the passenger’s name in the new booking is inputted the same way as the original booking (e.g., Jose Rizal, Jr. is considered different from Jose Rizal Jr – without the comma and dot).


Who can use/redeem the Travel Fund?

If you converted your booking to Travel Fund while logged in to your GetGo account, the amount is attached to your account. Therefore, you need to be logged in when booking a new flight. The fund can be used to book a flight for anyone, given that the owner of the Travel Fund is also one of the travelers in the new booking.

If you converted your booking to Travel Fund while not logged in, the amount is attached to the passenger name/s of the original booking. The fund can be used to book a flight for anyone, given that at least one of the passengers in the original flight is also one of the travelers in the new booking.


Can I change my Travel Fund to Refund?

Yes. You can change your Travel Fund to Refund, if all conditions are met:

  • Your flight was cancelled by Cebu Pacific starting March 15, 2020
  • You converted your booking to Travel Fund starting March 15, 2020
  • Your Travel Fund remains unused after one (1) year validity

How can I request to change my Travel Fund to Refund?

If you are eligible for this option, we will send an email reminder containing instructions on how to request for refund, before your Travel Fund expires

How do I rebook my flight as VOLUNTARY CHANGE?

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?

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?

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:

  • Flight is marked ‘cancelled’ in the system and it is NOT yet past dated
  • Booking was NOT done through travel agency, online travel aggregators, or group reservations
  • Form of payment used for the booking is credit/debit card
  • 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 will I know if my refund has already been processed?

We endeavor to process your refunds as soon as the Enhanced Community Quarantine in Luzon is lifted. Once processed, we will be sending an email notification to the email address registered in the booking.


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

Due to the volume of requests received and partner bank operating restrictions, it may take up to four (4) billing cycles or longer for the amount to be added back to your credit card. It may take a bit longer for debit cards.


How will my refund be credited to my card, if it is already expired or terminated?

For this case, we will issue a cheque under the name of the credit/debit cardholder. Please fill out https://bit.ly/CEBrequest and prepare to submit the following documents:

  • Certificate of Closed Account from the bank – this should indicate the card used in the booking and card account was already closed
  • Two (2) valid IDs of the passengers, passport is mandatory for international flight
  • Two (2) valid IDs of the cardholder

How can I refund my cash payment made through ticketing office, payment centers, travel agencies or group reservation agents?

For cash payments made through Cebu Pacific ticketing office or payment centers, please go to any Cebu Pacific ticketing offices once it reopens, after the Enhanced Community Quarantine is lifted. Please refer to https://bit.ly/CEBticket-offices for the list of offices.

If you booked your flight through a travel agency or via group booking agent, please coordinate with the respective travel agent/group 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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