A total of 2,842 refund cases filed at the Civil Aeronautics Board (CAB) by Cebu Pacific (CEB) passengers has all been cleared as of August 2021. This was shared by the airline saying that they continue to prioritize its customers by overhauling its systems and augmenting its refund-dedicated workforce to process requests amounting to PHP8.18B as of September 2021.
“As of August, the airline had verified cases totaling 2,842, and discussed with the 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 both CAB and CEB, by working together, prioritized passenger concerns at the most crucial time,” according to Atty. Wyrlou Samodio, Head of CAB Legal and Enforcement Division.
CEB worked alongside the regulator to resolve complaints after the pandemic upended the travel industry.
The airline issued PHP479M in refunds to customers from July 2021 to September 2021. Previously, the airline announced that it had refunded its passengers PHP7.7B for requests filed from January 2020 until June 2021.
Guests with completed refunds have been updated, through the email address they provided upon booking, and were asked to check with their issuing banks and travel agencies to confirm the return of their refund
“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. 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,” said Candice Iyog, Vice President for Marketing and Customer Experience at Cebu Pacific.
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.
Determined to refund passengers and encouraged those with pending refund requests to contact the airline, they have actively reached out to the passengers through the contact information made available during booking.
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 the airline’s Travelsure with COVID Protect coverage.
The airline also operates the widest network in the Philippines and flies to key cities in Asia and the Middle East.