Cebu Pacific (CEB) has refunded P7.7 billion to passengers, clearing its customer refund requests until June, 2021.
The airline overhauled its refund processes and augmented its refund-dedicated workforce, to process 991,764 refund requests with various forms of payment.
The 100 percent refund completion rate which CEB reported, as of August 6, excludes unsuccessful requests, such as bookings made through travel agencies that may have ceased operations as well as cash bookings with incorrect data or lacking bank details and other forms of validation.
Cebu Pacific remains concerned about customers who have not been refunded.
The airline actively reaches 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.
The airline advises passengers who wish to check on the status of their requests to answer the online feedback form.
“The COVID pandemic remains the most challenging crisis we’ve faced in recent times," says Candice Iyog, CEB Vice President for Marketing and Customer Experience.
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 has 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.