Refund requests filed until June 2021, amounting to PHP7.7B have been fully refunded by Cebu Pacific to its customers. The airline overhauled its refund processes and augmented its refund-dedicated workforce to process 991,764 refund requests with various forms of payment.
“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,” according to Candice Iyog, Vice President for Marketing and Customer Experience at Cebu Pacific.
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.
The airline said that they remain concerned about the customers who have not been refunded as they are actively reaching out to these guests through the contact information made available during booking and is determined to refund passengers.
Cebu Pacific also encourages those with pending refund requests to contact the airline through http://bit.ly/CEBFeedbackForm on the CEB website. Passengers who wish to check on the status of their requests are also advised to answer the online feedback form.
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.
CEB 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.
To provide the most convenient flight options, 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.