Cebu Pacific Air react on fine

Cebu Pacific Air

Cebu Pacific Air, Philippines’ biggest Low Cost Carrier (LCC) reiterated that it provides compensation to passengers with flight delays of three hours or more, as well as flight cancellations due to causes within the airline’s control and force majeure.

The airline came under fire during the Christmas holidays for numerous flight delays and cancellations. This promoted the Civil Aeronautics Board to impose a PHP 52,000,000 fine on Cebu Pacific Air.

Cebu Pacific Air chief executive and president Lance Gokongwei last Wednesday apologized to passengers who were affected by delays and cancellation of flights during the holiday peak season.

Cebu Pacific Air provided a summary of compensation that they provide to passengers for flight delays and cancellations:

If the flight is delayed by 3 hours, passengers can avail of any of these options:

Rebooking of flights for travel, to the next available flight within 30 days from original departure date; or
Travel Fund (must be redeemed within 90 days from original departure date. Travel date can be beyond 90 days, as available in the CEB website)
Full Refund

Cebu Pacific Air said it also provides refreshment or meals, free phone calls, text or e-mails, and first aid if necessary.

If the flight is delayed by 6 hours, passengers will receive a Cebu Pacific Air travel voucher and may also avail of any of the options below:

Rebooking of flights for travel, to the next available flight within 30 days from original departure date; or
Travel Fund (must be redeemed within 90 days from original departure date. Travel date can be beyond 90 days, as available in the CEB website)
Full Refund

Regarding the travel voucher, Cebu Pacific Air said if the delayed flight is a domestic flight, the voucher will be valid for travel to any of Cebu Pacific’s domestic destinations.

If the delayed flight is a short haul international flight, the passenger may opt to redeem it for travel to any short haul Cebu Pacific destination.

If the flight is cancelled due to force majeure or causes that are beyond the airline’s control, such as weather, air traffic congestion, war and acts of God, Cebu Pacific Air said it provides passengers any of these options without additional charges:

Rebooking of flights for travel, to the next available flight within 30 days from original departure date; or
Travel Fund (must be redeemed within 90 days from original departure date. Travel date can be beyond 90 days, as available in the CEB website) Full Refund

If the flight is cancelled due to causes that are within the airline’s control, such as scheduled mandatory aircraft maintenance, extended servicing of aircraft, Cebu Pacific provides passengers any of these options without additional charges:

Rebooking of flights for travel, to the next available flight within 30 days from original departure date; or
Travel Fund (must be redeemed within 90 days from original departure date. Travel date can be beyond 90 days, as available in the CEB website) Full Refund

Aside from these options, the airline said it also provides meals, hotel accommodations, transfers, as appropriate, for cancellations or delays that are due to causes that are within the airline’s control.

As soon as flights are cancelled, passengers may rebook flights or request for a refund or travel fund by approaching the CEB check-in counter at the airport; or calling CEB’s reservation hotlines +(632)7020-8000; or visiting Cebu Pacific’s ticket offices listed below:

NAIA Terminal 3 Sales Office – Level 3, Departure Hall, NAIA Terminal 3, Andrews Ave., Pasay City
NAIA Terminal 4 Express Ticket Office – Old Domestic Road, Pasay City
Robinsons Galleria – West Lane, Level 1, Ortigas Ave. cor. ADB Ave. Quezon City
Robinsons Place Imus – Level 4, Aguinaldo Highway Imus, Cavite
Robinsons Place Manila – Level 1 Adriatico Wing, Pedro Gil cor. Adriatico St. Ermita Manila
Cebu Airport Ticket Office – Mactan International Airport, Lapu-Lapu, Cebu City
Robinsons Fuente – Fuente Osmeña, Cebu City??

Refund processing

Cash refund for passengers who made cash payments at  Cebu Pacific Air ticketing offices or payment centers (i.e. authorized banks, ATM, except BancNet Online), can be provided immediately after validation of the following documents that the passenger should present – CEB Itinerary or ticket; and 2 valid government issued IDs.

If passengers paid for their flights using a credit card, or via BancNet Online, chargeback to the credit card account will be initiated by Cebu Pacific, and the credit card provider will process the chargeback. The processing time for credit card chargeback will depend on the credit card provider.

Cebu Pacific Air shout: No more Fuel Surcharge, but …

Cebu Pacific Air - Fuel Surcharge All over the website of Cebu Pacific Air one finds this NO MORE FUEL SURCHARGE! logo. But the fares did not decrease. Below is the full bill for 2 persons flying from Camiguin (CGM) to Manila (MNL) and back. We removed the seat reservation (between 130 and 300 Pesos per flight and seat). We also removed the 20 kg luggage fees and the insurances. Otherwise we would have been at 25,000 Pesos and more.

All these taxes and fees could and should be included in the initial offer. 

All amounts in Philippine Pesos (PHP):

Base Fare 15,072.00
Prepaid Baggage: 403.20
Web Admin Fee: 480.00
Aviation Security Fee: 30.00
Domestic Passenger Service
Charge:
392.86
DPSC Value Added Tax: 47.14
MNL Aviation Security Fee: 30.00
Domestic Passenger Service
Charge:
723.22
DPSC Value Added Tax: 86.78
Value Added Tax: 1,866.24
 TOTAL: 19,131.44

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