Refund Now! CebuPacific Refund Requests Processing Policy will take 7 months or more.

Refund Now! CebuPacific Refund Requests Processing Policy will take 7 months or more.

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Roj Solano started this petition to Civil Aeronautics Board and

TURNAROUND TIME

Cebu Pacific's turn-around time for refund requests will take at least 1 year from the day your request finally reached their customer service.

Wrapping-up a refund request through their very limited Customer Service (considering current staffing brought by pandemic) may take at least a month or two of back-and-forth response. This means you submitting all the necessary information (ie valid IDs, quitclaim etc) and the customer service acknowledging receipt of your docs.

Once received by customer service, they will then forward this to their internal 'approvers' for validation. If lucky enough there's nothing wrong with your submitted data (ie you provided required docs for each of 10pax on your single booking), then it may take at least another month or two for them to confirm approval. Unfortunately, you have to email for status follow up and pray someone will respond.

After approval, you will be told to wait at least 5 to 7 months (which means more than 7months) for the money to be credited back to your bank account.

So roughly,

  3months (customer service TAT)

+3months (refund approval TAT)

+7months (credit back TAT)

--------------

13months (at least)

WHERE IS CIVIL AERONAUTICS BOARD (CAB)?

This leaves me hanging with a question, how other airline companies are fairing? ie PAL's refund policy which can be done onsite at their sales office may take hours to just a day or two.

If Civil Aeronautics Board (CAB) is the gov't function regulating the economic aspect of aviation, does this mean this policy is a gov't mandate? Is this applied across all PH air transportation industry? What is the rationality behind the long turn-around-time (TAT)?

PANDEMIC HAPPENED

We are all affected by this pandemic, and I understand it's a big blow to the aviation industry. But this is never a question nor comparison of the value an individual is losing versus that of a big company. A penny lost from an unemployed individual who lost his job in the middle of pandemic can never be compared to the billions lost of a company. Similarly, a few thousands earned by an individual prior to the pandemic can never be compared to the multi-billion revenue of a company. This is about giving back what is not yours.

CEBUPAC NUMBERS

CebuPac had billions of revenue for carrying 22.5 million passengers for 2019 (which is 11% higher compared to 2018), that is roughly +/-5.6million passengers in one quarter (ie JAN-FEB-MAR). For 2020, if we are considering a steady increase of these numbers, then for Q1 2020 alone we'd have roughly +/- 2.8 million passengers who may potentially lead to request for a refund - and chances are, have still not been refunded. 

WHAT WE WANTED TO ACHIEVE?

1. CEBUPAC must process overly delayed refund requests immediately.

2. Refund request grants must be done with considerable time.

3. Transparent regulations represented by CAB.

4. Transparent Government intervention representing millions of passengers affected.

5. Transparent Government intervention and protection in helping the airline industry to avoid chapter 11 filing and/or bankruptcy.

 

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