How to Claim a Refund From Cebu Pacific Air

Due to Cebu Pacific Air changes in our scheduled flight, an air ticket refund whether a full refund or opt to change the booking date were offered. Last April 2016, we were able to book Manila-Cebu-Manila flights on February 8 and 11, 2017 via Cebu Pacific Seat Sale promo. We were seven guests, and it will be our first air travel together, and I was so excited about it because haven’t flown on a plane. Lol.

But due to recent events and circumstances, I cannot join my officemates to our Cebu trip. Since this was promo tickets, there wasn’t option to change the guest’s name or even a refund. Luckily, a schedule change advisory was sent by Cebu Pacific Air. We were given the option to get a full refund. My friends accepted the change of flight schedule, and I decided to get the refund.

So let me share a quick story on how I was able to get my air ticket refunded via Cebu Pacific Air.

(This procedure is only based on my experience, and might not be suitable for other circumstances with Cebu Pacific Air. Best to contact Cebu Pacific Air for more information.)

I tried calling Cebu Pacific Air customer service hotline but unable to reach anyone since I was put on hold for hours. Then I realized, most companies now have Twitter support. So I immediately tweeted @CebuPacificAir about my concern. Fortunately, I received a quick reply even it was 11:54 PM. Maybe they’re on 24/7 support?

 

Cebu Pacific Air requires two requirements if you are to request a refund.

  1. Copy of Itinerary Receipt/Ticket
  2. Two (2) original primary valid IDs of the passenger/guest
    1. Letter of Authorization from the guest in absence of the affected passengers and two (2) original primary valid ids of the representative

Primary IDs are the following: Driver’s License, Passport, SSS/GSIS Card, Tax Identification Number (TIN) Card, PRC ID, Postal ID or other government-issued ID. Company ID and School ID are considered secondary id only.

You have to bring these documents to the nearest Organic Ticket Offices: Mactan Ticket Office – Cebu City, Robinson’s Cebu, Robinsons Galleria – Ortigas, Robinsons Ermita – Manila, Express Ticket Office – Domestic Road and Terminal 3 Ticket Office – NAIA Terminal 3.

In my case, I decided to bring a printed copy of our itinerary receipt and two IDs (Postal ID and Pagibig Loyalty Card). I wasn’t really sure if my Pagibig Loyalty Card is a primary valid ID but I wasn’t questioned about it nor was asked for another ID. I went to one of their offices in Manila— Robinsons Galleria. It took me 45 minutes to get a refund due to a large number of customers on that day. But it was easy. They gave me a receipt or a confirmation of the refund. Included in this document were my details and the amount of the refund.

That’s it! I am not sure if there are other ways on how to get a refund, but this is what I did to get my air ticket refund.

For more information, you may contact Cebu Pacific Air at the following channels below:

  • Manila: +632-7020-888 / Cebu: +6332-230-8888
  • https://twitter.com/cebupacificair
  • https://www.facebook.com/cebupacificairphilippines

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