Cebu Pacific has cleared all refund complaints that were filed at the Civil Aeronautics Board (CAB) following moves to overhaul the budget airline’s systems and augment refund-dedicated workforce to continually process requests.
It has cleared 2,842 cases that were filed at the CAB since 2020.
The airline also refunded a total of P8.18 billion as of end-September, saying that passenger needs remained a top concern for the company.
The budget carrier issued P479 million in refunds to customers from July to September.
“As of August, the airline had verified cases totaling 2,842, and discussed with CAB the resolution of these complaints. This is a positive development directly benefiting affected passengers after the coronavirus pandemic grounded air travel. This shows that CAB and CEB, by working together, prioritized passenger concerns at the most crucial time,” CAB head of legal and enforcement division Wyrlou Samodio said.
Cebu Pacific said 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.
“We thank CAB for its efforts to verify records, so we can close the refund cases. CEB closely worked with CAB to resolve refund complaints, and we are grateful to our teams for delivering on this important undertaking for our customers,” said Candice Iyog, vice president for marketing and customer experience at Cebu Pacific.
“We also thank our guests for their patience and understanding. We will remain transparent and continue to listen and improve our processes to deliver the best experience for everyJuan,” Iyog said.
After clearing its backlog, Cebu Pacific is now handling current refund requests.