Requesting for Medical, Death, or Bereavement Cases

You may submit your request by connecting with a live agent via Charlie, our virtual assistant, on the Cebu Pacific website.

You will be asked by the agent to provide the required documents.

Cebu Pacific considers the following as an immediate family member:

• Parents / Grandparents
• Spouses
• Children / Grandchildren
• Siblings

Please prepare the following documents:

• A valid medical certificate that states "not fit to fly", with the doctor's signature, PRC number, and official letterhead.
  • Medical certificates must be issued by licensed physicians only. 
  • If any of the above is not available, the request may still be accepted if you are able to submit any two (2) of the following supporting documents:
    • Doctor’s PRC ID
    • Hospital document
    • Prescription
    • Billing statement

⚠️ For passengers filing a medical request to care for a sick immediate family member, the same requirements apply, along with the necessary additional proof of relationship documents.

You may establish proof of relationship through the following documents:

• Spouse: Marriage Certificate
• Child / Parent: Birth Certificate (showing parent‑child link)
• Grandparent / Grandchild: Chain of Birth Certificates (to establish lineage)
• Sibling: Birth Certificates showing at least one common parent

Once we've verified your documents, your options are:

• Free rebooking within 30 days of the original travel date
  • This applies to the first rebooking only; subsequent rebooking may be subject to corresponding fees
• Convert to a Travel Fund, which will be stored in the account of the original booker
• Refund to the original form of payment

For death cases, available options are limited to a refund of the deceased passenger's ticket only.

For bereavement cases, your options are:

• Free rebooking within 30 days of the original travel date
  • This applies to the first rebooking only; subsequent rebooking may be subject to corresponding fees
• Convert to a Travel Fund, which will be stored in the account of the original booker
• Refund to the original form of payment

The lead time to process case requests may take up to 48 hours, provided that all requirements have been submitted and have passed the verification checks.

If the guest is a minor, eligibility may be extended to one (1) legal guardian OR secondary family member (i.e., aunt/uncle).

Take note that you must still submit proof or relationship during our standard verification process. For legal guardians, please present a court or government-issued Guardianship document. For non-immediate or non-family relations, please present any court or government-issued documents establishing legal responsibility or authority.

You may still be eligible for Flexible Options as long as you are an immediate family member and the required documents are submitted.