Thousands of Cebu Pacific passengers were affected by flight cancellations as mandated by the Philippine government in regards to Community Quarantine from March 15 to April 12 (which was eventually extended until April 30, 2020).

President Duterte made the announcement on March 12, however, Cebu Pacific was too late and inefficient in handling the cancellation of affected flights. The only options they offered were (1) rebooking of flights and (2) refund via Travel Fund. Due to uncertainty of the situation, thousands of passengers were left with no choice and were forced to choose the Travel Fund option. They only started offering the Full Refund option on March 15 after a lot of passengers have selected the Travel Fund option already.

The same thing happened after the Enhanced Community Quarantine was extended to April 30, 2020. Cebu Pacific Air did not initially offer the Full Refund option despite the public announcement of extension. Many passengers were forced to choose the Travel Fund option. Cebu Pacific Air is refusing to convert the travel fund to full refund NOW which passengers could use in this time of crisis. 

Also, passengers who used a travel voucher to book their flights were only offered ONE option - rebook/reroute within 30 DAYS only - which is unfair and unacceptable.

Apart from this, none of their customer service channels can be reached or responded to customer complaints and issues.

We demand Cebu Pacific Air to offer conversion of Travel Fund to Full Refund ASAP (not after a year)! Cebu Pacific Air should also reissue the travel vouchers used on cancelled flights.

CAB, DTI and DOT should look into these inconsiderate policies of Cebu Pacific Air.