Cebu Pacific: All refund requests worth P7.7B fully paid

Budget carrier Cebu Pacific on Friday said it has fully paid the refund requests of its passengers filed until June 2021, amounting to P7.7 billion.

In a statement, Cebu Pacific said it overhauled its refund processes and augmented its refund-dedicated workforce, to process 991,764 refund requests with various forms of payment.

The airline, however, said the 100% refund completion rate excludes unsuccessful refund requests, such as “bookings made through travel agencies that may have ceased operations” and “cash bookings that had incorrect or were lacking bank details and other forms of validation.”

Nonetheless, the Gokongwei-led carrier said it remains concerned about the customers who have not been refunded.

“The airline is actively reaching out to these guests through the contact information made available during booking and is determined to refund passengers,” it said.

Cebu Pacific also encouraged those with pending refund requests to contact the airline through a feedback form accessible on its website.

Passengers who wish to check on the status of their requests are also advised to answer the online feedback form, it said.

“The COVID pandemic remains the most challenging crisis we’ve faced in recent times. We thank our guests for their patience and understanding and our teams for delivering on this important undertaking for our customers. We will continue to listen and improve our processes so we can deliver the best experience for everyJuan,” said Candice Iyog, Cebu Pacific vice president for Marketing and Customer Experience.

The airline said 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.

Apart from refund, Cebu Pacific offers flexible bookings with unlimited rebooking and no 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.

Cebu Pacific operates the widest network in the Philippines and flies to key cities in Asia and the Middle East. — Ted Cordero/RSJ, GMA News