CX 2024-002 CEB Policy Alignment with Amended Philippine APBR

As we continue to prioritize our passengers’ needs and expectations, we have updated our Customer Service Policy to align with the recently amended Philippine Air Passenger Bill of Rights (APBR).

The amended APBR introduces new guidelines for minimizing inconvenience and offering more flexible options, as well as providing enhanced compensation for flight cancellations/delays and delayed baggage. To adhere to the standards set by the amended APBR, changes to our policies will be implemented starting 26 June 2024.

This memo replaces CX 2023-005 (Heightened Care Policy). However, CX 2023-006 (CEB Customer Flexible Options) will remain in effect, which means that there is no deadline to select an option for disrupted flights.

Flight Disruptions attributable to Cebu Pacific

Conditions for Flight Reimbursement

The APBR introduces a reimbursement option for select scenarios, which allows guests to purchase a replacement flight from another carrier as a last resort. Passengers who wish to avail of this option must meet the following conditions:

• The passenger must get a consent from Cebu Pacific to directly purchase a ticket from another carrier.
• The value of the new ticket with another carrier will only be reimbursed at the maximum reimbursable amount set by the APBR:
  • For round-trip tickets bought from Cebu Pacific, the cost of the new ticket with another carrier should not exceed the full value of the original ticket, including taxes and fees (e.g., if guest bought MNL-HKG-MNL flight from Cebu Pacific at Php15,000, the cost of the new ticket will only be reimbursed at maximum of Php15,000).
  • For one-way tickets bought from Cebu Pacific, the cost of the new ticket with another carrier should not exceed twice the full value of the original ticket, including taxes and fees (e.g., if guest bought MNL-MPH flight from Cebu Pacific at Php5,000, the cost of the new ticket will only be reimbursed at maximum of Php10,000).
• The passenger must be able to show proof of the purchase to request for reimbursement.

Changes to Travel Vouchers

We’re updating our Travel Vouchers to align with offers of other airlines:

• Travel Vouchers are now subject to applicable embargo periods. During these periods, Travel Vouchers cannot be used to book flights.
• Travel Vouchers come with free 20kg baggage allowance. This is subject for removal in the coming months – date to be announced.
• Guests who have previously received Travel Vouchers will be affected by these changes upon redemption, should they use their Travel Vouchers on or after 26 June 2024.

Baggage Delivery Delays

For baggage deliveries that go beyond 24 hours from arrival time, guests are eligible to get a refund of their Checked Baggage fees (including excess kilos) on top of the Php2,000 cash compensation for every 24 hours of delay.

Tarmac Delays and Force Majeure Disruptions

Our policy for tarmac delays and disruptions due to force majeure (i.e., weather, natural disasters, etc.) remains unchanged, as our current handling of these situations is already aligned with the amended APBR.

 

Should you have questions, please email cebcustomerexperience@cebupacificair.com and include “CX 2024-002” in the subject. This memo is intended for internal circulation only.