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Whether you're going on essential travel soon, or still making plans for when #EveryJuanWillFlyAgain, here are information to help you through your journey.

FAQs

Updated as of September 9, 2020

  1. Which destinations does Cebu Pacific fly to?


    Our flight schedule and routes can be referred to here. This link is updated daily to reflect the latest advisories on destinations and other important reminders.

    As this is a developing situation, we may reduce or add flights depending on passenger demand, travel conditions, and local government unit or international restrictions. We continue to work with national and international authorities to make sure we adhere to all regulations.

    We would like to remind everyone that only guests with confirmed flights shall be allowed entry in the airport.


  2. How will I know if my flight is cancelled?

    Flights are pushing through unless a cancellation notice is sent to your booking’s registered email address. You will also receive pre-flight and online check-in reminders at least 24 hours before your flight. You can also check this link for flight schedules. Please make sure your contact information is updated so we can reach you for updates on your flight schedule. You can update your contact information via Manage Booking.

    As the situation is very fluid, we will do our best to provide enough lead time for guests to prepare for flights. We request for your patience and understanding on possible last-minute changes to comply with authority regulations.


  3. Is it safe to fly?

    Yes. Our priority has always been the safety and well-being of our guests and employees. To provide you peace of mind, we are actively coordinating with local and international authorities, regulators, and health experts, including the World Health Organization (WHO) and International Air Transport Association (IATA) to ensure each flight we operate complies with the highest standards set for safety and sanitation.

    All CEB aircrafts undergo extensive daily disinfection, which includes the misting of the cabin using a disinfectant approved for Airbus jets that is effective in eradicating viruses including the Novel Coronavirus. This process also ensures that all surfaces (such as passenger seats, overhead bins and cargo compartments) are covered and sanitized.

  4. How clean is the air inside the aircraft?

    Our fleet of Airbus jets are equipped with High Efficiency Particulate Arrestor (HEPA) filters that are capable of filtering microscopic bacteria and virus clusters, including the Novel Coronavirus with 99.99% efficiency, like what is used in hospital operating rooms.

    Similarly, our ATR fleet also has an Environment Control System (ECS) that continually circulates the air to keep it clean.

  5. How can we make sure that your staff and crew are virus-free?


    Our pilots and cabin crew undergo rapid antibody tests before they are assigned to operate flights. In addition, all CEB personnel providing you service from check-in to arrival shall be wearing personal protective equipment and practicing physical distancing. This is above and beyond what our regulators require, but we have added these measures to provide both employees and guests that extra sense of comfort.


  6. How can I best protect myself?

    It is best to always keep your personal hygiene in check. Here are some tips:

    • Carry your personal alcohol/sanitizer to clean your hands after touching any surface.
    • Do not touch your eyes, nose, and mouth if your hands have not been disinfected
    • Always wear a face mask and a face shield when in public. For added protection, wearing gloves is also recommended.
    • Observe physical distancing.
    • Limit contact with any surfaces.
    • If you’re feeling unwell, consult a medical practitioner immediately.

  7. Are there any additional requirements when flying?

    Please be ready to present the usual requirements of boarding pass and valid ID or passport. Before flying, please check all local government and international regulations of your origin and destination, to ensure compliance to their requirements. Click here to learn more.


  8. How do I know which terminal I should go to for my flight departing from Manila?

    Most Cebu Pacific flights departing from Manila shall be operating from Ninoy Aquino International Airport – Terminal 3. Should there be changes to your flight details, we shall send an advisory to your booking’s registered email address, before your flight date.


  9. What can we expect when flying with Cebu Pacific?

    Apart from ensuring that all CEB personnel are wearing PPEs and common surfaces are periodically sanitized, we have rolled out Contactless Flights for everyone to travel with peace of mind. Here’s what you can expect:

    10. Booking

    • All guests are encouraged to book flights directly via www.cebupacificair.com so you can enjoy low fares and minimize the need to leave the house.
    • Ticketing offices in NAIA Terminal 3 and Mactan Cebu International Airport are open starting July 22, 2020, catering to select transactions only. All other ticketing offices will remain closed until further notice.
    • All ticketing office transactions can be easily done online through our website or by contacting any of our agent-assisted channels, available 24/7.

    Before going to the airport

    • Check-in online by clicking here before going to the airport. For domestic flights, you can go straight to the boarding gate if you don’t have any baggage. Otherwise, simply pass by our bag drop counter to check in your baggage.
    • For guests traveling to domestic destinations, please make sure to submit contact information and destination address through Manage Booking.
    • For international guests flying into Manila, pre-register to e-CIF to fast track testing procedures upon arrival. For non-OFW and seafarer, it is also recommended to pre-book your hotel accommodation in DOT-accredited facilities, where you will be quarantined as you wait for your RT-PCR test result.
    • A face mask and a face shield are required for all flights, from entering the airport to arriving at your destination. While any type of mask is allowed, please check the local regulations in your destination for any specific mask requirement.
    • Eat a hearty meal before flying or pre-order your inflight meals. Our buy-on-board service will have limited options.
    • Only one (1) carry-on baggage can be brought inside the cabin. Make sure that its size is not bigger than 56cm x 36cm x 23cm, which you can personally carry for stowing in the overhead bins.
    • For your own peace of mind, bring your personal hand sanitizers with maximum alcohol content of 70% and not bigger than 100mL.
    • Be at the airport at least three (3) hours (for domestic) and four (4) hours (for international) before your flight’s estimated time of departure for a more relaxed experience, as you go through the new pre-departure procedures.
    • Passengers are required to print and fill out the Bureau of Immigration form. This is applicable to all Filipinos departing from the Philippines, except for the following:
      • Overseas Filipino Workers (OFWs)
      • Permanent Residents abroad
      • Students
      • Participants of visitor exchange programs

      Please ask our airline staff to fill out the lower portion of the form before submitting it to the Immigration Officer.

    At the airport

    • Only guests wearing a face mask and a face shield, and with valid travel documents shall be allowed entry to the airport. Please prepare your itinerary or electronic boarding pass to be shown to the airport security.
    • Contactless temperature check and thermal scans shall be conducted by airport officials.
    • Floor markers are available to aid all guests to follow physical distancing.
    • Sanitizing foot mats shall be provided by airport officials in key locations within select airports.

    Check-in and Bag drop area

    • Utilize check-in kiosks available at key airports. Printing and attachment of bag tags shall be self-service in select airports.
    • If traveling in groups, only the group leader should come forward to check in. Similarly, only one guest per booking is requested to come forward to check in.
    • Hold the boarding pass and ID with the barcode facing the check-in agent for touchless scanning.
    • Observe physical distancing as guided by floor markers.
    • Guests without seat add-ons shall be automatically assigned seats. Passengers traveling in groups or pairs may be seated together, depending on availability of adjacent seats.

    Pre-departure and Boarding

    • Observe physical distancing as guided by seat and floor markers, even when boarding through the aerobridge or buses.
    • Listen carefully to the new boarding procedures to be announced by our boarding agents. Only stand up to fall in line when your row number is called.
    • As you approach the boarding agent, present your ID and hold your boarding pass with the barcode facing the agent for touchless scanning.

    Inside the aircraft and while inflight

    • Ensure you’re boarding the correct flight.
    • Cabin Crew will be positioned at the aircraft door to spray guests’ hands with alcohol upon entry.
    • Immediately proceed to your assigned seat and stow your carry-on baggage to the overhead bin or under your seat.
    • Adequate supply of hand soap and paper towels shall be available inside the lavatory.
    • Pre-ordered meals and snacks shall be served; buy-on-board service will be very limited, depending on the route.
    • Passengers are not allowed to change seats while inflight for purposes of contact tracing. Cabin Crew, however, may reseat guests for safety and health reasons.
    • Designated seats in the aircraft shall be left empty for isolation of ill-feeling passengers, if any.
    • We will do our best to leave select seats empty for physical distancing, if passenger volume is low. During the initial months of our flight resumption, we expect passenger volume to be below normal levels.
    • Cabin Crew shall frequently clean the lavatory while inflight.
    • Rigorous aircraft cleaning and disinfection shall be done at the end of the day.

    Deplaning and disembarkation

    • Deplaning shall be done per row to maintain orderliness as we observe physical distancing. Listen carefully for instructions on new deplaning and disembarkation procedures from our Cabin Crew.
    • Items for disposal are to be collected near the exit door. Guests are requested to bring these items forward during deplaning.

    Arrival at the airport destination

    • Face mask and face shield are required.
    • Observe physical distancing.
    • Health declaration forms or similar documents must be accomplished and submitted to officials.
    • Baggage pushcart handles shall be disinfected periodically.
    • Guests arriving from international airports shall be mandated to go through RT-PCR testing and quarantine. Please refer to the procedures below.
      1. Registration - Register online for the e-CIF to fast track testing procedures upon arrival. Don’t forget to upload a scanned copy of the bio page of your passport.
      2. Confirmation - A confirmation email with a QR code will be sent to your registered email. Please make sure to save the QR code on your mobile or print a copy.
      3. Briefing - Upon arrival, officials will conduct a briefing for the RT-PCR testing process.
      4. Verification and Barcoding – Proceed to the Verification Counter and present your QR code. You will be given six (6) barcode stickers. Stick one (1) onto your passport.
      5. Swab Testing – Proceed to the Testing Booth for the RT-PCR test. Give the remaining five (5) barcode stickers to the swab nurse.
      6. Immigration – Proceed to the Immigration Counter and present your passport with the barcode sticker.
      7. Quarantine Facility Assignment – Proceed to the following desks to know which facility you’ll be quarantined in.
        8. Desk Groupings
        OWWA OFWs
        LMA Seafarer with Local Manning Agency
        DOT Non-OFW Returnng Filipino
      8. Results – Your results will be released via text and via email within seventy-two (72) hours.

        For inquiries, please dial the helpline - 1158 or 143

    Post-travel

    • Customer Care is available 24/7 for whatever concerns you may have. Feel free to contact us through any of these channels.


  10. Are all international guests required to undergo testing and quarantine upon arrival?

    Yes. In order to minimize the spread of COVID-19, arriving guests are required to undergo RT-PCR test in a segregated area at the airport. Likewise, guests are to be quarantined in DOT-accredited facilities until test results are available.

    Testing, transfers, and hotel accommodation expenses of OFW and Seafarer are to be shouldered by their respective agencies. Meanwhile, all other guests shall shoulder own expenses.

    To shorten testing procedures upon arrival, guests are encouraged to pre-register for the e-CIF and pre-book their hotel accommodations prior to landing in the Philippines. Once your registration is confirmed, you will receive an email with a QR code. Please make sure to save this onto your mobile phone or print a copy to present to the authorities upon arrival. More information will be available during the briefing process, to be conducted by officials upon your arrival.


  1. I need to book a new flight now. Are there flexibility options for me?

    Yes. All flights until November 30, 2020 come with unlimited rebooking. With this, you can rebook as many times as possible until two (2) hours before your flight departure time via Manage Booking online.


  2. What are my options if I want to do voluntary change / cancellation for flights from now until November 30, 2020?

    3. Effective July 22, 2020, we are providing you with these options:

    • FULL TRAVEL FUND. You can put the full cost of your ticket in a virtual wallet. This fund is valid for two (2) years and can be used as payment for future bookings. The amount to be converted to Travel Fund includes fare plus any add-ons and travel tax, but excludes insurance add-on, and other service fees, if any.

      For insurance add-on, please call CHUBB directly at +63288592774 (hotline) or +63288640865 (24/7 medical assistance hotline) for refund request or insurance availment.

    • UNLIMITED REBOOKING. You can avail of unlimited rebooking with waived change fees. Travel period is within one (1) year or whatever is available on the website. A minimal fare difference may apply.


  3. What are my options if my flight is cancelled?

    We recommend converting your booking to Travel Fund. You can put the full cost of your ticket in a virtual wallet. This is valid for two (2) years and can be used as payment for future bookings.

    Alternatively, you can also rebook your flight for free, with travel date selection within ninety (90) days from original flight date. We will waive the fare difference and change fees. Lastly, you have an option for full refund.


  4. Are Travel Fund and Unlimited Rebooking options applicable to all routes?

    Yes. The options are applicable to all domestic and international routes, as long as the flight departure date is on or before November 30, 2020.


  5. What happens if I’m denied entry for high temperature or lack of documents?

    Guests who will be denied entry to the airport by airport officials for whatever reason can avail of Voluntary Change / Cancellation options of unlimited rebooking or converting the booking to Travel Fund. Remember to do this online up to two (2) hours before the estimated time of departure.


  6. What happens if I’m denied entry at my arrival destination due to high temperature or lack of documents?

    Unfortunately, this is beyond our control. Should this happen to you, a new flight must be purchased to fly back to your origin. We advise guests to check all regulations before flying to a specific destination to ensure compliance to their requirements.


  7. How can I manage my booking?

    Simply go to https://bit.ly/CEBmanageflight and retrieve your booking either by logging in as GetGo member or by entering your booking reference number and surname. It’s so much easier and faster, without having to contact us.


  8. My cancelled flight is already past dated. Can I still manage my booking online?

    Yes. Cancelled past-dated flights can be managed online at https://bit.ly/CEBmanageflight within thirty (30) days from the original flight date.


  9. If my booking includes one route that’s beyond November 30, 2020, am I eligible for Travel Fund or unlimited rebooking for both routes?

    Yes. You are eligible for either Travel Fund or Unlimited Rebooking options, if at least one route falls on or before November 30, 2020, and both routes belong to the same booking reference.


  10. If I used a combtion ofGo points and card/cash for my booking, am I eligible for the travel options?

    Yes. You are still eligible to avail of travel options based on the terms indicated. However, this needs to be processed by our agents. Please contact us in any of our hotlines listed in https://bit.ly/CustomerHotlines for further assistance.


  11. My hotel is requiring me to submit a travel certificate, so they can refund our hotel booking. How can I get one?

    We will gladly assist you on this matter. Simply go to https://bit.ly/CEBrequest, select ‘Request’ then choose ‘Certificate/Letter for Cancelled/Delayed Flight’. Please allow us up to seven (7) days to respond to your request.


  12. How long can I receive a response with my concern?

    We’ve been receiving high volume of customer requests lately, but we’re working round-the-clock to get through all the messages as soon as we can. We’re sorry for the inconvenience. Thank you for bearing with us.

    We’re also working on adding more features online at https://bit.ly/CEBmanageflight to help you manage your booking at your own convenience.


  1. What is a Travel Fund?

    Travel Fund is a virtual wallet used to store the total amount you’ve paid for an existing booking. This can be used as form of payment for booking a new flight and purchasing add-ons in the future.

    Travel Fund is usually offered for cancelled flights or for flights with schedule changes of more than sixty (60) minutes. Due to the COVID-19 situation, we are offering Travel Fund option and Unlimited Rebooking, even if the flight is not cancelled nor changed.


  2. What are benefits of getting a Travel Fund?

    3. These are the benefits you’d get to enjoy when you convert your booking to Travel Fund:

    • Long validity – to help you in this challenging time, we have extended the validity of Travel Fund from the usual three (3) months to two (2) years to give you plenty of time to decide on your next adventure
    • Faster payment and booking – because you now have a ready fund available, you can easily complete your booking, whenever you are ready travel again
    • Surprise awaits – you wouldn’t want to miss our surprise, which we will only send to those with Travel Fund

  3. When you say Travel Fund is valid for two (2) years, when does it start?

    It starts on the day you convert your existing flight to Travel Fund. Remember, you don’t have to travel within two (2) years. Instead, the fund needs to be used up within the validity period. Travel date can be as far as our system shows you at the time of booking.

    We will send you a reminder email forty-five (45) days before the last day to use your Travel Fund, so you won’t forget. Alternatively, the expiry date will be shown on your account, under My Travel Fund.

    Here's an example

    Conversion Date to Travel Fund April 1, 2020 Day 1
    Email Reminder February 15, 2022 Day 685
    Last Day to Use Travel Fund March 31, 2022 Day 730

    If you decide to book your new flight by the 730th day -- that is, March 31, 2022 -- you can select travel dates between March 31, 2022 to March 30, 2023.


  4. How do I convert my existing flight to Travel Fund as VOLUNTARY CHANGE?

    5. If you have a GetGo account, please follow these steps:

    1. Log in to your account at https://bit.ly/CEBmanageflight
    2. Search for the specific flight under ‘My Bookings’ then click the ‘Manage’ button
    3. Choose ‘Cancel Flight’ then follow the instructions to convert your flight to Travel Fund
    4. Once successfully completed, your funds will be stored to your account.

    If you don't have a GetGo account, please follow these steps:

    1. Go to https://bit.ly/CEBmanageflight
    2. Retrieve your booking by entering your Booking Reference Number and the Last Name of any of the passengers
    3. Choose ‘Cancel Flight’ then follow the instructions to convert your flight to Travel Fund
    4. Once successfully completed, your funds will be stored in our system under your booking reference number and name

    If you booked your flight through a travel agency using one form of payment, you can still convert your booking to Travel Fund online by following the steps above. Meanwhile, if you used multiple forms of payment in one transaction (i.e., cash + credit card), please coordinate with your respective travel agent for assistance.


  5. How do I convert my existing flight to Travel Fund due to FLIGHT CANCELLATION?

    6. If you have a GetGo account, please follow these steps:

    1. Log in to your account at https://bit.ly/CEBmanageflight
    2. Search for the specific flight under ‘My Bookings’ then click the ‘Manage’ button
    3. A Travel Fund option will be shown. Follow the instructions to complete your conversion to Travel Fund.
    4. Once successfully completed, your funds will be stored to your account.

    If you don't have aGo account, please follow these steps:

    1. Go to https://bit.ly/CEBmanageflight
    2. Retrieve your booking by entering your Booking Reference Number and the Last Name of any of the passengers
    3. A Travel Fund option will be shown. Follow the instructions to complete your conversion to Travel Fund.
    4. Once successfully completed, your funds will be stored in our system under your booking reference number and name

    If you booked your flight through a travel agency using one form of payment, you can still convert your booking to Travel Fund online by following the steps above. Meanwhile, if you used multiple forms of payment in one transaction (i.e., cash + credit card), please coordinate with your respective travel agent for assistance.


  6. How do I know how much is in my Travel Fund?

    7. If you converted your booking to Travel Fund while logged in to your GetGo account, follow these steps:

    1. Log in to your account at https://bit.ly/CEBmanageflight
    2. Click the profile icon at the top right portion of the page
    3. Click ‘My Travel Fund’

    If you don’t have a GetGo account, please follow these steps:

    1. Go to https://bit.ly/CEBmanageflight
    2. Retrieve your booking by entering your Booking Reference Number and the Last Name of any of the passengers
    3. Click ‘My Travel Fund’ tab.

    The Travel Fund balance will also be sent to the booking’s registered email address within forty-eight (48) hours after you’ve successfully converted your booking to Travel Fund.


  7. How do I use/redeem my Travel Fund?

    8. If you have a GetGo account, follow these steps:

    1. Log in to your account at https://bit.ly/CEBmanageflight
    2. Book your flight as usual*
    3. When you reach the payment page, select Travel Fund as your form of payment

    If you don't have aGo account, follow these steps:

    1. Book your flight at www.cebupacificair.com*
    2. When you reach the payment page, select Travel Fund as your form of payment
    3. Enter your Travel Fund’s booking reference number and click ‘Use Travel Fund’
    4. Click ‘Pay Now’ to confirm your booking

    *Make sure the passenger’s name in the new booking is inputted the same way as the original booking (e.g., Jose Rizal, Jr. is considered different from Jose Rizal Jr – without the comma and dot).


  8. Can I use my Travel Fund for booking any destination?

    Yes. You can use your Travel Fund to book for any domestic or international destination.


  9. Who can use/redeem the Travel Fund?

    If you converted your booking to Travel Fund while logged in to your GetGo account, the amount is attached to your account. Therefore, you need to be logged in when booking a new flight. The fund can be used to book a flight for anyone, given that the owner of the Travel Fund is also one travelers in the new booking.

    If you converted your booking to Travel Fund while not logged in, the amount is attached to the passenger name/s of the original booking. The fund can be used to book a flight for anyone, given that at least one of the passengers in the original flight is also one of thers in the new booking.


  10. What should I do if my Travel Fund is not enough for my new booking?

    No worries, you can always top up using credit/debit card or other payment options to pay for the remaining amount in excess of your Travel Fund.


  11. Am I allowed to book more than one flight to use up my Travel Fund?

    Yes. You can book more than one flight within the validity period of your Travel Fund.


  12. Our booking has multiple passengers. Am I allowed to split the Travel Fund among the passengers?

    Yes. You can split the Travel Fund among the passengers included in the same booking. A note indicating ‘For flight changes of individual guests, click here' will appear after you select ‘Cancel Flight’ online.


  13. Can I request to refund my Travel Fund?

    14. Yes. You can request to refund your Travel Fund, if ALL conditions below are met:

    1. Your flight was cancelled by Cebu Pacific starting March 15, 2020 to July 31, 2020
    2. You converted your booking to Travel Fund AFTER your flight was cancelled
    3. Your Travel Fund remains unused after one (1) year validity

  14. How can I request to refund my Travel Fund?

    If you are eligible for this option, we will send an email reminder containing instructions on how to request for refund, before your Travel Fund expires.


  15. Do I have to request for validity extension of my Travel Fund?

    No. We will take care of automatically extending your Travel Fund to two (2) years, if it is not expired nor unused by July 24, 2020.


  1. What does “unlimited rebooking” mean?

    If your flight is on or before November 30, 2020, you can rebook as many times as you want without having to pay for change /rebooking fee. This may be subject to minimal fare difference.


  2. How far can I rebook my flight?

    For cancelled flights starting March 15, 2020, you can rebook your flight to ninety (90) days from original travel date.

    Should you want to rebook to a farther date, you can avail of Unlimited Rebooking as part of Voluntary Change / Cancellation options afterwards. When availing of this option, you may select from any travel date available in the system, at the time of rebooking. This is usually twelve (12) months ahead.


  3. Is rebooking free?

    Yes, it is free for cancelled flights starting March 15, 2020. Your new booking’s change fee and fare difference are fully waived when you rebook, as long as you do this after the flight was cancelled. In addition, your new travel date should be within ninety (90) days from the original flight date.

    For Unlimited Rebooking as part of voluntary change/cancellation, your change fee is waived when you rebook to a new travel date. Please note that it may be subject to a minimal fare difference.


  4. How do I rebook my flight as VOLUNTARY CHANGE?

    5. If you have a GetGo account, please follow these steps:

    1. Log in to your account at https://bit.ly/CEBmanageflight
    2. Search for the specific flight under ‘My Bookings’ then click the ‘Manage’ button
    3. Choose ‘Change Flight’ to select new travel dates, then follow succeeding instructions to complete your rebooking

    If you don't have a GetGo account, please follow these steps:

    1. Go to https://bit.ly/CEBmanageflight
    2. Retrieve your booking by entering your Booking Reference Number and the Last Name of any of the passengers
    3. Choose ‘Change Flight’ to select new travel dates, then follow succeeding instructions to complete your rebooking

    If you booked your flight through a travel agency using one form of payment, you can still rebook online by following the steps above. Meanwhile, if you used multiple forms of payment in one transaction (i.e., cash + credit card), please coordinate with your respective travel agent for assistance.


  5. How do I rebook my flight due to airline CANCELLATION?

    6. If you have a GetGo account, please follow these steps:

    1. Log in to your account at https://bit.ly/CEBmanageflight
    2. Search for the specific flight under ‘My Bookings’ then click the ‘Manage’ button
    3. A rebooking option will be shown. Follow the instructions to complete your rebooking.

    If you don't have a GetGo account, please follow these steps:

    1. Go to https://bit.ly/CEBmanageflight
    2. Retrieve your booking by entering your Booking Reference Number and the Last Name of any of the passengers
    3. A rebooking option will be shown. Follow the instructions to complete your rebooking.

    If you booked your flight through a travel agency using one form of payment, you can still rebook online by following the steps above. Meanwhile, if you used multiple forms of payment in one transaction (i.e., cash + credit card), please coordinate with your respective travel agent for assistance.

    For bookings made through a group booking agent, please reach out to your group booking coordinator for further assistance.


  6. What does “waived change/rebooking fees” and “fare difference” mean?

    Fare difference is the amount difference between the existing booking and the new booking. When you rebook a flight, you must pay for a rebooking fee (also called as ‘change fee’) on top of the fare difference.

    Normal Rebooking

    Current Booking
    (A) Total Ticket Cost Paid Php5,500
    Rebooking
    (B) Ticket Cost Php6,300
    C) Change Fee Php1,500
    Fare difference to be paid
    (B - A) + C    		 (Php6,300-Php5,500) + Php1,500 = Php2,300

    Waived Rebooking/Change Fee

    Current Booking
    (A) Total Ticket Cost Paid Php5,500
    Rebooking
    (B) Ticket Cost Php6,300
    C) Change Fee Php0
    Fare difference to be paid
    (B - A) + C    		 (Php6,300-Php5,500) + Php0 = Php800

  7. Does CEB Flexi work in conjunction to unlimited rebooking?

    If you choose to rebook your flight on or before November 30, 2020, the system will use up Unlimited Rebooking first, which means you can rebook as many times as you want. By December 1, 2020, the system will use up CEB Flexi, which gives you two (2) remaining times to rebook your flight, as long as you have this add-on included in your booking.

    Both CEB Flexi and Unlimited Rebooking work similarly, wherein change fee is waived and rebooking is subject to fare difference.


  1. Who is eligible for refund?

    Eligible for refund are passengers with flights that were cancelled by Cebu Pacific from March 15, 2020 onwards and have not yet rebooked nor converted the flight to Travel Fund at the time of cancellation.


  2. How do I refund my cancelled flight, if I used credit/debit card?

    3. If you have a GetGo account, please follow these steps:

    1. Log in to your account at https://bit.ly/CEBmanageflight
    2. Search for the specific flight under ‘My Bookings’ then click the ‘Manage’ button
    3. A refund option will be shown. Follow the instructions to complete your refund.

    If you don’t have a GetGo account, please follow these steps:

    1. Go to https://bit.ly/CEBmanageflight
    2. Retrieve your booking by entering your Booking Reference Number and the Last Name of any of the passengers
    3. A refund option will be shown. Follow the instructions to complete your refund.

    If you booked your flight through a travel agency, please coordinate with the respective agent to assist you. For insurance add-on, please call CHUBB directly at +63288592774 (hotline) or +63288640865 (24/7 medical assistance hotline) for refund request.


  3. How will I know if my credit/debit card refund request has already been processed?

    4. We are continuously processing refunds, given limited resources due to the quarantine. Your refund request follows these steps:

    1. Guest submits request to CEB
    2. CEB reverses the amount in our system
    3. CEB transmits the refund details to acquiring bank
    4. Bank forwards the details to card issuing bank, if different from acquiring bank
    5. Card issuing bank credits the amount to guest’s account

    We will be sending you an email update at the end of Steps A-C.


  4. How long can I expect my refund to be added back to my credit or debit card?

    Due to the volume of requests received and partner bank operating limitations, it may take up to five (5) billing cycles or longer for the amount to be added back to your credit card. It may take a bit longer for debit cards.


  5. How will my refund be credited to my card, if it is already expired or terminated?

    6. For this case, we will issue a cheque under the name of the credit/debit cardholder. Please fill out https://bit.ly/CEBrequest and prepare to submit the following documents:

    1. Certificate of Closed Account from the bank – this should indicate the card used in the booking and card account was already closed
    2. Two (2) valid IDs of the passengers, passport is mandatory for international flight
    3. Two (2) valid IDs of the cardholder

  6. Why am I not able to see the ‘Refund’ option online?

    7. Full refund option is only available online, if it satisfies all conditions below:

    1. Flight is cancelled
    2. It is not yet more than 30 days from the cancelled flight date
    3. Booking has not yet been refunded, rebooked or converted to Travel Fund in any other customer channels

  7. How can I refund my cash payment?

    We have enabled cash refund through money transfer to major commercial banks within the Philippines. Eligible guests who can avail of this option are only those who paid their booking in cash through designated payment centers, as well as Cebu Pacific ticketing offices and airport cashiers.

    Bookings and payments made through travel agencies must be coordinated with your respective travel agency. For insurance add-on, please call CHUBB directly at +63288592774 (hotline) or +63288640865 (24/7 medical assistance hotline) for refund request.


  8. What are the requirements to refund my cash payments through bank deposit?

    9. Below are the steps to avail of cash refund:

    1. Fill out Guest Feedback Form by selecting Request > Cash Refund Application, then fill out the necessary details about your flight. It is required to use the same email address as the one used to book the flight.
    2. Our Customer Care will validate your submission. If eligible for refund, we will send forms to you via email.
    3. Fill out the forms completely, then send it back to the same email thread with the following other requirements:
      • i. Valid government ID or Passport (with signature) showing the name of each guest in the booking
      • ii. Valid government ID or Passport (with signature) showing the name of the booker of the flight
    4. Only requests with complete requirements shall be processed for refund

  9. How long is the processing time for cash refunds to be deposited to my bank account?

    We will do our best to process your request as soon as we get the complete requirements. Due to the volume of requests we receive, allow us to process your cash refund within five (5) months.


  10. Are CEB Ticketing Offices accepting refund requests?

    No. To help prevent the spread of COVID-19, our ticketing offices are now automated and equipped with self-service kiosks to cashless transactions. Most transactions that were previously processed in ticketing offices have moved online. We advise guests to simply process all requests through our website, as this is the same experience in our ticketing offices.


  1. What is Test Before Boarding?

    Test Before Boarding is our initiative that will allow you to travel with (more) peace of mind. This is an added safety precaution wherein passengers are tested for COVID-19 using an Antigen Test. This is FDA-approved, and it is able to diagnose an active COVID-19 infection, which allows us to ensure that the passengers you’ll be in the aircraft with have all tested negative for COVID-19. Additionally, this will also allow for easier entry to your destination.


  2. What is an Antigen Test?

    An Antigen Test is a type of diagnostic test that detects certain proteins of the COVID-19 virus. We’ve partnered with three (3) testing centers to administer Antigen Tests on-site – Health Metrics, Philippine Airport Diagnostic Laboratory, and Safeguard DNA Diagnostics. Any of the three (3) mentioned testing centers can administer the test on-site. It’s more affordable compared to the RT-PCR. It’s a quick nasal or throat swab and results come out in thirty (30) minutes. Once the results show a negative test result, you will be allowed to proceed to the airport.


  3. How accurate is the Antigen Test?

    The Antigen Test is able to detect a current COVID-19 infection in the body, which means that we will know if our passengers are infected right before they proceed to the airport. SD Biosensor, the machine we will use to read test results, has a 97% sensitivity, which is the ability to detect a true positive result.


  4. Where is the on-site testing facility?

    Not yet available.


  5. How do I know where to go?

    Not yet available.


  6. Is this required?

    All guests departing from Manila and bound for identified domestic destinations are required to take the Antigen Test hours before boarding. Since we are testing right before boarding, with controlled contact points in between the test facility and the airport, we can ensure our guests that they are traveling in a safe and clean aircraft, with only passengers who test negative for COVID-19.


  7. How do I know if my flight is affected?

    Not yet available.


  8. Is this free of charge?

    The Antigen Test is not free of charge, but we are offering it at an affordable rate. Please make sure to settle the payment before proceeding to the testing facility.


  9. What if I already have a recent RT-PCR test result?

    While it is true that the RT-PCR is the gold standard for COVID-19 tests, its results are based on the day you got tested. You can still contract the virus days after the RT-PCR test. The Antigen Test is administered right before boarding, ensuring accuracy of the results on the day of the flight.


  10. What is the process for this?

    11. Before Day of Travel

    1. We will send you a check-in reminder via email seven (7) days before your flight. This will lead you to check-in online, as this is now a mandatory procedure to maintain physical distancing in the check-in/bag drop area in the airport. However, prior to checking in online, kindly ensure that all fees are paid.
    2. Once the online check-in is successful, you will receive your Boarding Pass with a QR code. On the Boarding Pass page, you will be prompted to pre-register for your Antigen Test via a link.
    3. When the pre-registration is complete, you will receive an email confirmation, which contains the testing center location and appointment time.
    4. One day before your flight, you will receive Pre-Flight Reminders via email. This will also include your testing center location and appointment time.

    Day of Travel

    1. Please proceed to your designated testing center location and make sure to arrive fifteen (15) minutes before your appointment time to allow for security checks and on-site registration. This should be around four (4) to five (5) hours before your estimated time of departure. Guests who are late to their appointment may be denied testing and consequently, boarding.
    2. Security checks will be conducted at the testing center location upon your arrival. Please be ready to present your travel documents. There will also be a temperature scan. If your temperature exceeds 37.5C, you will not be allowed to enter the testing center location. You may avail of the Voluntary Cancellation options to either rebook your flight or store its value in a Travel Fun.
    3. Once you are allowed entry to the testing center, a queue number will be issued to you. Please proceed to the waiting area and wait for your queue number to appear on the LCD screen.
    5. As soon as your queue number appears on the LCD screen, please proceed to the Antigen Testing area. Your QR code will be scanned for identification purposes and a tester will administer the Antigen Test. The specimen collected will be incubated and an evaluator will provide the test reading.
    6. Proceed to the waiting area again while your results are not yet available.
    7. When your queue number appears on the screen again, you may collect your printed Antigen Test result. This comes with instructions for the next steps of your journey.

  11. What happens if I don’t undergo the testing procedure?

    As this is a new flight requirement, guests who do not undergo the procedure for any reason shall be denied boarding. Guests may avail of the Voluntary Cancellation options to either rebook the flight or store its value in a Travel Fund.


  12. What happens if I test negative?

    Not yet available.


  13. What happens if I test positive?

    We’re sorry to hear that. Should you test positive for COVID-19, you will not be allowed entry in the airport. Disruption options are available for you – you can either rebook your flight, store its value in a Travel Fund, or refund it completely. Available healthcare professionals will guide you through the next steps.


  14. If I test positive, but the other passengers in the same booking reference do not, does that mean they can still take the flight?

    Yes. All passengers who test negative for COVID-19 based on the Antigen Test right before boarding will be allowed to board. Otherwise, if traveling as a group is a must, voluntary cancellation options are available.


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