PASSENGERS REMAIN TOP PRIORITY: Cebu Pacific clears all refund cases lodged at Civil Aeronautics Board

Cebu Pacific (CEB) has cleared all the refund complaints that were filed at the Civil Aeronautics Board (CAB) as the country’s leading airline continued to prioritize its customers by overhauling its systems and augmenting its refund-dedicated workforce to continually process requests.

As of August, the airline had cleared cases totaling 2,842 that were filed at the CAB since 2020, as Cebu Pacific worked alongside the regulator to resolve complaints after the pandemic upended the travel industry.

Passenger needs remained a top concern for Cebu Pacific which was determined to refund all its customers. As of September 2021, the airline has refunded a total of PHP 8.18 billion.

Cebu Pacific issued PHP 479 million in refunds to customers in the July-September period. Previously, the airline earlier announced that it had refunded its passengers P7.7 billion for requests filed from January 2020 until June 2021.

“As of August, the airline had verified cases totaling 2,842, and discussed with CAB the resolution of these complaints. This is a positive development directly benefiting affected passengers after the Coronavirus pandemic grounded air travel. This shows that CAB and CEB, by working together, prioritized passenger concerns at the most crucial time,” Atty. Wyrlou Samodio, Head of CAB Legal and Enforcement Division.

Guests with completed refunds have been updated, through the email address provided upon booking, and were asked to check with their issuing banks and travel agencies for the remittance.

“We thank CAB for its efforts to verify records, so we can close the refund cases. CEB closely worked with CAB to resolve refund complaints, and we are grateful to our teams for delivering on this important undertaking for our customers,” said Candice Iyog, Vice President for Marketing and Customer Experience at Cebu Pacific.

“We also thank our guests for their patience and understanding. We will remain transparent and continue to listen and improve our processes to deliver the best experience for everyJuan.”

After clearing its backlog, Cebu Pacific is now handling current refund requests. For guests to have an efficient refund process, Cebu Pacific advises them to contact the airline through http://bit.ly/CEBFeedbackForm on its website.

Cebu Pacific was determined to refund passengers and encouraged those with pending refund requests to contact the airline. The airline actively reached out to the passengers through the contact information made available during booking to refund passengers.

CEB offers the most flexible options with unlimited rebooking, following the permanent removal of change fees. It also extended its Travel Fund validity to two years, which can be immediately used for flights, baggage allowance, preferred seats, or CEB Travelsure with COVID Protect coverage.

It also operates the widest network in the Philippines, and flies to key cities in Asia and the Middle East. For the latest updates and information, go online through cebupacificair.com.