Cebu Pacific (CEB) has resolved all refund complaints submitted to the Civil Aeronautics Board (CAB). The country’s largest airline continues to prioritize its customers by upgrading its systems and expanding its refund-dedicated team to handle requests continuously.
Cebu Pacific has resolved 2,842 claims submitted to the CAB since 2020 as of August, as the airline worked with the regulator to resolve complaints after the pandemic upended the tourism market.
Cebu Pacific is determined to refund all its customers; thus, passengers’ needs remained a top priority. The airline has refunded a total of PHP 8.18 billion as of September 2021.
From July 2021 to September 2021, Cebu Pacific issued PHP 479 million in refunds to customers. The airline previously revealed that it has refunded P7.7 Billion to passengers for claims made between January 2020 and June 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 passengers’ concerns at the most crucial time,” stated Atty. Wyrlou Samodio, Head of CAB Legal and Enforcement Division.
Guests who received completed refunds were notified by email and advised to check with their issuing banks and travel agencies to confirm the return of their refund.
Cebu Pacific Vice President for Marketing and Customer Experience, Candice Iyog, said, “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.” She added.
As of the moment, Cebu Pacific is processing current refund requests after clearing its backlog. Cebu Pacific recommends clients contact the airline via their website at http://bit.ly/CEBFeedbackForm for an efficient refund process.
Cebu Pacific was persistent about refunding passengers and those who had pending refund claims were encouraged to contact the airline. The airline diligently reached the passengers to refund them using the contact information provided during the booking process.
Following the permanent removal of change fees, CEB offers the most flexible choices including unlimited rebooking. It also extended the validity of its Travel Fund to two years which can be used for flights, baggage allowance, preferred seats, or the airline’s Travelsure with COVID Protect coverage right away.
