Cebu Pacific Air, a low-cost carrier based in the Philippines, has a cancellation policy designed to offer flexibility while maintaining strict fare rules, particularly for promotional and non-refundable tickets. The policy varies based on fare type, timing, booking channel, and add-ons like CEB Flexi. Here’s a clear breakdown:
24-Hour Cancellation Policy
- Eligibility: You can cancel your flight within 24 hours of booking and receive a full refund, provided the departure date is 7 or more days from the booking date. This applies to bookings made through authorized channels (e.g., Cebu Pacific’s official website, mobile app, or ticketing offices).
- Conditions:
- Applies to all fare types, including promotional (“Piso Fare”) or seat sale tickets.
- Refunds are processed to the original payment method without cancellation fees.
- If technical issues prevent cancellation within 24 hours, a full refund may not be guaranteed.
- Process: Cancel via the “Manage Booking” portal on www.cebupacificair.com or contact customer service during operating hours (e.g., 9 AM–8 PM UK time for bookings via Alternative Airlines).
Cancellations After 24 Hours
- General Rule: Most Cebu Pacific tickets, especially promotional or economy fares (e.g., GO Basic), are non-refundable unless specific conditions or add-ons apply.
- Cancellation Window:
- Domestic flights: Cancellations are allowed up to 4 hours before departure.
- International flights: Cancellations are permitted up to 4 hours before departure.
- Cancellations less than 2 hours before departure are ineligible for refunds or travel funds.
Cancellation Fees:
- Fees vary by fare type, route, and timing, typically ranging from $75–$150 USD for international flights, with domestic fees generally lower. The exact fee depends on the ticket type and cancellation timing.
- For group bookings, fees are applied per passenger.
Options for Non-Refundable Tickets:
- Travel Fund: You can convert the booking value (minus cancellation fees) into a Travel Fund, a virtual wallet valid for 90 days from creation for future bookings.
- Rebooking: If you have the GO Flexi Fare Bundle or CEB Flexi Add-on, you can cancel and rebook up to 2 hours before departure without penalties, though fare differences may apply. Without these add-ons, rebooking incurs fees and fare differences.
Special Circumstances:
- Medical Emergencies or Death: Refunds or fee waivers may be granted for documented cases (e.g., medical certificates or death certificates). For deceased passengers, no cancellation fee is charged, and a refund may be issued to the original payment method.
- Visa/Travel Document Issues: Cancellations may be allowed with GO Flexi or CEB Flexi, subject to fare rules.
No-Show Policy: If you fail to cancel or show up for your flight, the ticket loses all value, and no refund or travel fund is available, except for refundable terminal fees or taxes.
Cancellations by Cebu Pacific
Passenger Rights:
- If Cebu Pacific cancels a flight due to technical issues, weather, or other reasons, passengers are offered:
- A full refund to the original payment method.
- Rebooking within 30 days without fare differences or penalty fees.
- A one-way Travel Voucher equivalent to the canceled sector for cancellations less than 24 hours before departure.
- For cancellations due to force majeure (e.g., severe weather, safety/security issues), options include rebooking within 30 days or a travel fund.
Additional Support:
- Passengers at the airport during cancellation may receive refreshments, meals, or food vouchers.
- Notifications are sent via email, SMS, social media, or airport announcements, per the Philippine Air Passenger Bill of Rights.
Compensation:
- For cancellations with less than 24 hours’ notice not due to force majeure, passengers may receive compensation per the Philippine Air Passenger Bill of Rights, though specific amounts vary.
- Cebu Pacific has faced criticism for inconsistent compensation and communication during disruptions, as noted in passenger complaints and a 2023 Senate inquiry.
How to Cancel
By Phone:
- Call Cebu Pacific’s hotlines: +1-877-240-6770. International calls may incur charges. Provide booking details and reason for cancellation.
In-Person:
- Visit a Cebu Pacific ticket office or airport counter. Bring booking details and identification.
Through Travel Agents:
- If booked via a travel agent, cancellations and refunds must be processed through them.
Guest Feedback Form:
- For issues or refund status inquiries, submit a form via Cebu Pacific’s help center, selecting “I want to know the status of my refund.”
Refunds
Processing Time:
- Refunds are processed within 15 days to the original payment method (e.g., credit card, debit card, GetGo points as travel funds). However, it may take up to 2 billing cycles (3–4 months) for the refund to reflect, depending on the payment method and bank.
- Delays have been reported, with some passengers waiting months, as noted in complaints.
Eligibility:
- Full refunds are available for:
- Cancellations within 24 hours (if departure is 7+ days away).
- Cebu Pacific-initiated cancellations or rescheduling with a 1+ hour difference.
- Documented emergencies (e.g., death, medical issues).
- Terminal fees or airport taxes are refundable even for no-shows or non-refundable tickets.
- Add-ons (e.g., baggage, seats) are refundable if unused and canceled per policy.
