How to Request A Refund
Has your flight been disrupted? Are you too sick to travel? Learn more about requesting for refunds.
Overview
Description
⚠️ Important Notice: Cebu Pacific will never ask for your OTP, PIN, passwords, or full debit/credit card information. Please only engage with us through our official website or app, verified social media accounts, and authorized customer service channels.
Need help with a refund? Check out Cebu Pacific's refund policies and requirements depending on your concern.
💡Take note! Bookings are generally non-refundable for personal reasons / reasons that don't fall under our listed criteria.
You may learn more about our refund policies by visiting our General Terms and Conditions of Carriage of Passengers and Baggage.
Policies & Guides
Refund Concerns
Flights that have been canceled by us, delayed, or had a schedule change are eligible for a refund.
Medical cases include:
- Serious illness
- Pregnancy (medically unfit to fly)
- Caring for a sick immediate family member
Bereavement cases include:
- Death of a flying passenger
- Death of a flying passenger's immediate family member
Cebu Pacific recognizes the following as immediate family members:
- Parent / Grandparent
- Children / Grandchildren
- Spouse
- Sibling
These requests are reviewed separately and require supporting documents. Please chat with us so a live agent can assist you with your refund request.
➡️ Read:
The following payment or booking issues are eligible for a refund:
- Your card got charged twice for the same booking
- A double booking for the same passenger was made due to a system glitch
Please chat with us so a live agent can assist you with your refund request.
You may request a refund for eligible unused government charges via Manage Booking. The "Request for Refund" option will become available after your scheduled flight date.
These fees are eligible for refund only, and cannot be converted to Travel Fund:
- Terminal Fee
- Taxes from the following countries: South Korea, China, Malaysia, or Singapore
- Philippine Travel Tax
- Applicable to exempted guests only (e.g. an OFW) who accidentally paid for this fee
- There is a processing fee when you request to refund the travel tax
➡️ Read:
If you made a separate booking for a Child guest, but you will be traveling on the same flight as them, please chat with us so a live agent can assist you with your refund request.
This fee is eligible for refund only, and cannot be converted to Travel Fund.
➡️ Read:
If you were unable to travel because immigration denied your departure:
- Please approach us at the airport counters for assistance, or
- Chat with us so a live agent can assist you with your refund request.
To request a refund of your unused TravelSure insurance:
- Log into the Self Service Portal or;
- Contact the Chubb Customer Service Team at +632 8859 2774
Our insurance provider Chubb will arrange for your policy to be canceled and will pass your refund request to Cebu Pacific for processing.
⚠️ Note: You may only request a refund if:
- You have not yet departed and have not made any claim under the policy; or
- Your flight was disrupted
Please contact your respective travel agency to process your refund.
Booking with a third-party platform may cause issues in managing your booking as your booking reference number may not be recognized by our system.
Chat with us so a live agent can verify your booking and assist you with your refund request.
➡️ Read: Online Travel Agency (OTA) Bookings
FAQs
For any questions or status updates regarding your refund, you can always reach out to us via our website or app. Charlie can check the status of your refund, and you may be transferred to a live agent if further assistance is needed.
You may also submit your refund status request through our Guest Feedback Form.
For more information on our official contact channels, you may check this article: How to Contact Cebu Pacific
For refund requests that have not been resolved after more than 15 days:
- Please fill out the Guest Feedback Form.
- Select "I want to know the status of my refund" and enter your booking details.
You may also chat with us to connect with a live agent who can help.
💡 Take note! Depending on your payment method, it may take up to two (2) billing cycles for your refund to be credited.
Please chat with us to connect with a live agent who can help. The refund may be returned to you in the form of a Travel Fund or through another payment method.
Our contact servers are largely virtual, so you may contact us either through the website or app. Charlie can help you in checking the status of your refund, or you may be transferred to a live agent for further assistance.
If you are an international customer from Australia, Japan, Hong Kong, China, South Korea or Taiwan, you may check our How to Contact Cebu Pacific article for the corresponding contact number.
Our agents will reach out to you via email regarding your case only after:
- You've contacted us through our official channels
- If additional requirements are needed, and
- You have provided your email to the agent who assisted you.
Please take note of your case number and the name of the agent who assisted you to verify that the person reaching out to you is an authorized representative.
No, and we advise you not to respond. We will only contact you using official channels, and only after you have made a request through our website, app or our Guest Feedback Form. We will never use other modes of communication to get in touch with you.
After you have reached out to us via official channels, we may ask you for some details, like your booking reference number (PNR), the email address associated with the booking, and other information regarding your flight and payment details.
We may also ask for identification so we can be sure it's really you making the request.
We will never ask for PINs, passwords, OTPs, or your full debit or credit card information.
Once your refund has been processed, it cannot be reversed.
Thank you!
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