Ask CEB

Ask CEB

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    Frequently Asked Questions

    Where can I see the fare rules?

    The fare rules are displayed during the booking process or more specifically on the Select Flight page. These are shown at the bottom of the page as soon as you select a flight. You may also view the fees summary page at http://www.cebupacificair.com/Pages/fee-summary.aspx.

    Under Guest Details page, what do the “Titles” mean?

    • Mr. – Adult Men
    • Ms. – Adult Women
    • Master – Male children
    • Miss – Female children

    I have a Jr. in my name, how do I enter this in the Guest details page?

    Just enter your suffix in the Last name field with your surname.

    I have a single name, how do I enter this in the Guest details page?

    Just enter your name on both the First and Last name fields.

    What should I do if my booking status says “On Hold” and I used a credit card to pay?

    Please check back with us in 30 mins to 1 hour and try to retrieve your booking online through Manage Booking. Do not attempt to book again as this may result to a duplicate booking.

    How do I enter my name in the guest details page?

    It is mandatory that your name should be identical to your passport, visa and other travel documents as these items will be checked at point of check-in and also to meet the entry requirements of your destination city.

    My child is an infant now but on our date of travel, he/ she will be a child already. How will I book him/ her?

    You should book him/ her as a child already and enter the valid birth date.

    Can I book an international flight even if my passport has expired?

    Yes. Just enter your previous passport number and as soon as you get a new one, you may contact the Call Center at (632) 70-20-888 to update this information.

    How do I know if my booking is confirmed?

    You may retrieve your booking online through Manage Booking. The booking status is displayed in your Itinerary Receipt.

    How do I know what fare class I am booking?

    On the Select Flight page, the fare class is indicated above the fare rules.

    Can I book hotel rooms and package tours online?

    Where can I view the list of fees and charges?

    I already made a booking for myself and decided afterwards that my child will travel with me. Can I book him/ her separately online?

    No, please book via the Call Center or Ticket offices instead. Your child will be treated as an Unaccompanied Minor if you book him/ her separately online and you will be charged the Unaccompanied Minor fee.

    Collapse I got a blank page after submitting payment, how do I know if my payment got through? Is my booking confirmed? I got a blank page after submitting payment, how do I know if my payment got through? Is my booking confirmed?

    Your booking may or may not be confirmed. To check, please retrieve your booking online through Manage Booking(https://book.cebupacificair.com/RetrieveBooking.aspx). You may also contact your issuing bank to check if the transaction has been charged to your credit card. If your issuing bank says that payment is captured but your booking is declined by our reservations system, this means that payment was not posted in Cebu Pacific’s system. Your issuing bank will eventually restore your credit limit and you may follow this up with them.

    How do I get another copy of my itinerary?

    You may retrieve your booking online through https://book.cebupacificair.com/RetrieveBooking.aspx. Once you retrieve your booking, you have the option to print the itinerary page.

    If I reroute my flight, what will happen to the pre-ordered Hot meal?

    For rerouted flights initiated by guest, Hot meal will be forfeited.

    Are Hot meals available in all hubs (MNL, CEB, CRK, KLO, ILO)?

    Yes, hot meals are available in all hubs.

    If flight was cancelled by Cebu Pacific, what will happen to the pre-ordered Hot meal?

    For flights cancelled by the airline, Hot meal will be automatically carried over to the new flight. Or, the guest has the option for refund or store in travel fund together with the fare.

    If I cancel my flight, what will happen to my pre-ordered Hot meal?

    For flights cancelled by guest, pre-ordered Hot meal will be forfeited. Not subject for refund.

    What are the inclusions of 1 Hot meal?

    •For Short Haul: A Hot meal consists of viand, rice and 1 FREE OMJ Juice Drink (for pre-orders)
    •For Long Haul : A Hotmeal consists of viand, rice, 1 FREE Drink and 1 FREE dessert (for pre-orders)

    What will be the proof of purchase of Pre-Ordered Hot meal?

    •For outbound PH: Boarding Pass or Itinerary Receipt
    •For inbound PH : Itinerary Receipt

    What if I was not able to pre-order, can I still avail a Hot meal?

    Yes, you may avail your preferred Hot meal during your flight. They are available for onboard purchase on all international flights as well.

    What value can a guest get if he pre-orders a Hot meal?

    Guest gets 1 FREE OMJ Juice Drink which costs Php30. This is an exclusive offer for pre-order and is not available for inflight purchases.

    Hot meals available on all flights?

    Hot meals are available on all international flights only. For connecting flights with domestic and international sectors, it can be availed on the international sector only.

    How do I make a name change for my booking online?

    Please contact the Call Center at (632) 70-20-888.

    If flight was rebooked, what will happen to the pre-ordered Hot meal?

    •If you rebook to a flight departing more than 24 hours, your hot meal will be carried over to the new flight.
    •If you rebook to a flight departing less than 24 hours, your hot meal will be forfeited. Not subject for refund. This is stated in the Terms and Conditions upon initial booking.

    What is the shelf life?

    Hot meals, once heated should be consumed immediately.

    Can the variant still be changed?

    Once pre-order is confirmed, changes in variant will not be allowed. Note: Pre-ordered Hot meal is considered confirmed once payment has been made.

    How do I know the type of aircraft that we’ll be using for our flight?

    On the Select Flight page, point your cursor on the Flight number to view not just the aircraft type but the following info as well:
    • Route name
    • Estimated Flight time

    Do you accept debit cards?

    Yes, for as long as your issuing bank allows either your Visa or Mastercard debit card to be transacted online. If you want to be sure, please contact your issuing bank first.

    What are the products not allowed to be carried in the cabin?

    The following articles are not allowed to be carried in the cabin. These items must be put in the checked-in baggage :
    • nail cutters
    • swiss knives
    • scissors
    • any bladed items or sharp objects
    • umbrellas of any type
    • bicycle chains and jacks or other similar items
    • lighters, which contain “butane” as well as matches, are prohibited in both handcarried and checked baggage
    • zippo lighters can be checked in or handcarried as long as it is completely drained of its fluid
    • liquids
    • aerosols
    • gels (LAGs) in 100ml or less are the only ones allowed in handcarried baggage. LAGs must be placed in containers less than 100ml and must be secured in airtight plastic bags as changes in cabin pressure may cause even well sealed items to leak.
    ***All sports equipment are not allowed to be handcarried and must be checked in****

    My flight is affected by cancellation, could I reschedule my flight?

    If safety and security reasons as determined by the Airline. Flight could be rebook for 30 days travel from the date of disruption waived penalties . Beyond 30 days waive rebooking fee but subject of fare difference.

    I'm planning to bring my camping stoves is this would be allowed?

    This is with approval of the operator, as checked baggage only, camping stoves and fuel containers for camping stoves that have contained a flammable liquid fuel may be carried provided the fuel tank of the camping stove and/or fuel container has been completely drained of all liquid fuel and action has been taken to nullify the danger. To nullify the danger, the empty fuel tank and/or container must be allowed to drain for at least 1 hour, the fuel tank and/or container must then be left uncapped for a minimum of 6 hours to allow any residual fuel to evaporate. Alternative methods, such as adding cooking oil to the fuel tank and/or container to elevate the flash point of any residual liquid above the flash point of flammable liquid and then emptying the fuel tank and/or container, are equally acceptable. The fuel tank, and/or container must then have the cap securely fastened and be wrapped in an absorbent material such as paper towel and placed in a polyethylene or equivalent bag. The top of the bag must then be sealed or gathered and closed.
    ***NOTE: This exception is NOT applicable to items with internal combustion engines eg. lawnmowers, chain saws, brushcutters etc. These items are not permitted for carriage as baggage.***

    What are Dangerous Goods?

    Dangerous goods are items that may endanger the safety of an aircraft or persons onboard the aircraft. Dangerous Goods are also known as restricted articles, hazardous materials and dangerous cargo. Cebu Pacific is not authorized to carry dangerous goods. Dangerous Goods must not be carried in (or as) passenger or crew-checked baggage or carry-on baggage, except as indicated in the table below. Civil Aviation Regulations forbid the carriage of most items of Dangerous Goods onto an aircraft. We may agree to carry firearms and ammunition as checked baggage. If we do these items must be packed in accordance with all applicable national and international laws and regulations.

    Where are the Airport locations and address for domestic and regional flights?

    You may check it through our CEB website at http://www.cebupacificair.com

    What are the products available on board?

    For the list of the Onboard buys please visit CEB website at http://www.cebupacificair.com/Pages/fun-shop.aspx

    Can guests purchase combination of SMALL and LARGE pre-paid baggage?

    Each guest may purchase only one pre-paid baggage allowance per booking.

    How do guests avail the pre-paid baggage allowance

    Guest may purchase pre-paid baggage allowance at the time of booking up to 4 hours before estimated time of departure (ETD) through online, call center or sales offices.

    If a guest is connecting from a Philippine or international flight (except Dubai), will he be able to avail the 45kg prepaid baggage all the way to his flight to Dubai?

    For a guest who purchases tickets by sector, he may buy the 45kg allowance for his domestic or international flight (except Dubai) but will be limited to buying a maximum of 35kg for his Dubai flight. Excess Baggage Rate (EBR) will apply in excess of 35kg. Processing of excess baggage payment will be made at the counter upon check-in. For a guest who purchases an SOS ticket, 35kg will be reflected as the maximum baggage allowance for all sectors.

    How much is the Excess Baggage Rate?

    EBR is PHP 150/kg (inclusive of VAT) for Philippine flights and for international flights (except Dubai) prices vary depending on the destination. For Dubai flights, EBR is PHP 1,200/kg for flights going to Dubai. For the complete list of Excess Baggage Rate, please visit the website's Fee Summary page under Flights and Fares tab.

    Why is the maximum baggage allowance only 35kg on flights more than 5 hours?

    Most travelers need about 20kg of baggage allowance, even if they are on extended vacation. We have limited the baggage allowance to 35kilograms as we would like to encourage our guests to travel with just the right amount of personal belongings. By far, we have the highest baggage allowance amongst other airlines that carry their guests in economy class.

    Will guest be able to avail of the same rates at the airport?

    If guest was not able to purchase any pre-paid baggage allowance at the time of booking, he will be charged with Airport Baggage Fee good for the first 15kg. PHP 500 (+12% VAT) for Philippine flights and PHP 750 for international flights (ex-Philippines) except Dubai. PHP1,500.00 for flights to Dubai. Excess Baggage Rate (EBR) will apply for checked-in items in excess of 15kg. For the complete list of Aiport Baggage Fees, please visit the website's Fee Summary page under Flights and Fares tab. http://www.cebupacificair.com/Pages/fee-summary2.aspx

    Can infants buy pre-paid baggage?

    Infants (passengers who are less than two years old) will not be offered pre-paid baggage allowance. However, an adult travelling with an infant will be allowed to carry 1 additional carry-on baby bag. In addition, the adult may check-in a baby stroller free of charge.

    I’m about to renew my passport. Is it okay to input the old one? Do I need to call to provide new after renewal?

    Yes. Just enter your previous passport number and as soon as you get a new one, you may contact the Call Center at (632) 70-20-888.

    I thought my payment didn’t go through so I booked again. Now, I was charged twice. What can I do about it?

    Applicable penalties will apply for any booking changes.

    I’m a senior citizen. Can I book online?

    Yes but you may not avail of the Senior Citizen discount. If you wish to avail of your discount, please book via our Sales Offices.

    I’m going to redeem my Travel Fund, can I do it online?

    No. Please contact our Call Center instead at (632) 70-20-888, or visit any of our Sales offices

    I misspelled the guest name/s in my booking, what do I do?

    Please contact the Call Center at (632) 70-20-888.

    I made a mistake in a friend’s name. How can I correct it?

    Please contact our Call Center at (632) 70-20-888.

    I didn’t receive my itinerary via email, what will I do?

    Please retrieve your booking online instead through Manage Booking. Click on the “Print Itinerary Receipt” button on the top-right portion of the page to print your Itinerary Receipt
    Below are some possible reasons why you’re unable to receive the Itinerary Receipt via email:
    1. You may have set up filters and the message from Cebu Pacific is going directly to a designated folder other than the Inbox, Please check your filters and other folders in your mailbox.
    2. You may be blocking Cebu Pacific’s email address, Please check any settings in your email browser that configures blocked senders.
    3. There’s a delay in the delivery due to problems such as heavy internet traffic or routing problems.
    4. You may have entered an incorrect email address, If you are a CEB Club member, you may Login and check your email address in My Profile page.
    ***Due to several reasons which are beyond the control of Cebu Pacific, we can only guarantee the sending of Itinerary Receipt. Receiving of emails is an entirely different matter and hopefully the information above helps you.***

    I made a mistake in a friend’s name. How can I correct it?

    Please contact our Call Center at (632) 70-20-888.

    How do I print my Itinerary receipt?

    You may retrieve your booking online through Manage Booking. You may print your Itinerary Receipt by clicking the “Print Itinerary Receipt” button on the top-right portion of the page.

    How can I purchase more baggage allowance?

    Visit the Manage Booking, retrieve your booking and click on “Purchase Bag.” You may also purchase more excess baggage allowance when you change your flights, i.e. rebook or reroute.

    I have a gift certificate issued by Cebu Pacific, can I use it to pay for my online booking?

    No. Gift Certificates may be redeemed via our Call Center or visit any of our Sales offices.

    I made a mistake, can’t I just press the back button?

    In this case, it’s best to restart your booking.

    I didn’t receive my itinerary. I’ve paid through a bank. How can I retrieve my booking?

    Visit Manage Booking and retrieve your booking using your confirmation number.

    I’d like to change my seat online for a flight I’ve already booked, how do I do this?

    Visit the Manage Booking portion, retrieve your booking and click on “Purchase Add-ons.” You may also change your seat when you change your flights, i.e. rebook or reroute.

    Can I make changes to my itinerary online?

    Yes you may. Visit the Manage Booking portion, retrieve your booking and choose the type of booking change that you wish to do.

    Up to how many hours prior flight time can Hot meals be availed?

    Hot meals may be availed up to 24 hours before flight time

    How many Hot meals can 1 guest purchase?

    For A320/319 and A330 International Short Haul flights, each guest can purchase up to 2 Hot Meals per flight. For A330 International Long Haul, each guest can purchase up to 2 Hot Meals per service. Total of 4 meals maximum per flight. Note: Meals selected for the first service will be served after take-off while meals selected for the second service will be served at least 3 hours before landing.

    Is it possible to edit my CEB Club personal details?

    Yes. Just click on MY PROFILE to edit and save changes.

    How can I retrieve my lost/forgotten password?

    If you forgot or need to reset your password, click on https://book.cebupacificair.com/FindPassword.aspx. A temporary password will be sent to your CEB Club registered email. You have the option to immediately change your temporary password.

    It says that I have to click the activation link that will be sent to my email after registration, what should I do if I did not receive any activation email?

    Check your bulk and spam mail folders for the registration email. Add our CEB Club emails below to your contact or safe senders list to make sure that you receive email updates from us. updates@alert.flyceb.com, registration@cebupacificair.com, forgotpassword@cebupacificair.com

    Is there a minimum age requirement for CEB Club membership?

    You have to be at least 18 years old to be a CEB Club member.

    What are the benefits of being a CEB Club member?

    As a CEB Club member, your perks include:
    • Exciting and exclusive Seat Sale offers and raffle promos
    • Receive Seat Sale Alerts a day in advance
    • Manage your booking with ease and convenience
    • View your bookings online
    • Self-manage your travel fund
    • Store your information, guest and card details

    Where do I sign up for CEB Club?

    Simply log on to https://book.cebupacificair.com/Register.aspx to open your account. Once you have completed the registration, check your mailbox to activate your account.

    I did not receive the password reset email, what should I do?

    Check your spam and bulk mail folders as your email provider might have tagged us as spam. If you still can’t find it, include forgotpassword@cebupacificair.com in your contact or safe senders list and do the password reset again from our site.

    How do I use my travel fund?

    Simply make a booking and make sure that you are logged-in. On the payment page, choose Travel Fund and enter the amount that you wish to deduct from your Travel Fund. You may also use other forms of payment in combination with your Travel Fund.

    How many credit cards can I store in my CEB Club account?

    You can store up to five (5) cards in your CEB Club account.

    I already have a confirmed booking and lately decided to travel with an infant; can I still do this?

    Yes. Just go to MY BOOKING and click on the booking you want to manage. On MANAGE BOOKING, click on the ADD INFANT tab. Note that infants are not allowed to be added on partially flown bookings and/or departing within 4 hours.

    Can I store card details in my CEB Club account?

    You may edit, delete or add your preferred cards in your CEB Club account through MY CARDS.

    Is there a limit for storing guests in my CEB Club account?

    There’s no limit in storing details of your family and friends in your guest list.

    I want to store the details of my family and friends in my CEB Club account for faster booking. How can I do this?

    Click on MY GUEST LIST to edit, delete or add to your family or friend’s list.

    What is CEB Club?

    CEB Club is a membership based program which offers great deals from Cebu Pacific and its partners. You can book flights and manage your bookings online easily.

    Can I send a representative to claim my cargo?

    Yes, a representative may pick up your cargo. Please ensure that s/he brings the following:
    • Authorization letter signed by you
    • Photocopy of a valid ID that belongs to you, with your signature
    • ID of your representative

    How much does it cost?

    Baggage protect premium varies depending on the baggage type availed and is being charged per person per segment.
    BG10
    • Domestic (Php 50.00)
    BG15
    • Domestic (Php 50.00)
    • International(Php70.00)
    • Long Haul(Php100.00)
    BG20
    • Domestic (Php 70.00)
    • International(Php100.00)
    • Long Haul(Php100.00)
    BG30
    • Domestic (Php 90.00)
    • International(Php100.00)
    • Long Haul(Php150.00)
    BG35 –
    • Long Haul(Php150.00)
    BG45
    • Domestic (Php 100.00)
    • International(Php150.00)

    Where can we get more information regarding special handling requirements?

    For more information, please call us at +63-2-8514126

    When shall the policy commence and end?

    Cover will start upon check-in of baggage and will end upon claiming from the baggage carousel of the airport of destination.

    baggage

    1) How much is the settlement for the damage baggage?
    • Domestic: Forty pesos (40Php) per kilo for damage to baggage
    • Regional: Twenty Dollar (20USD) per kilo for damage to baggage
    2) How much is the settlement for lost baggage?
    • Domestic: One Hundred pesos (100Php) per kilo for lost baggage
    • Regional: Twenty Dollar (20USD) per kilo for lost baggage

    What benefit does baggage protect provides?

    On top of the Travelsure covers, guest will be covered up to the following limits:
    • Loss of Baggage sublimit of Php 10,000 per item
    • Damage to Baggage Php 20,000 combined limit

    What is baggage protect ?

    An insurance rider for Travelsure wherein guest may upgrade the existing travel insurance by adding a minimum amount to increase the baggage related coverage. It provides cover for any unforeseen physical loss or damage to checked-in baggage from any cause, other than those specifically

    How can I arrange a shipment with Cebu Pacific Cargo?

    To arrange a shipment, please call our Cargo Hotline:

    Manila: (02) 802-7070

    Cebu: (32) 340-9700 or 340-9600

    Davao: (82) 234-8650

    How do I track my shipment?

    Please call +63-2-851-4126 854-1534 802-7070 to track your shipment. To speed up shipment tracking, please have your shipment's air waybill number on hand.

    What is your cut-off time for accepting outbound cargo?

    Outbound cargo must be with us at least two (2) hours before the scheduled flight departure.

    Do you charge storage fee for unclaimed cargo?

    Yes, we begin charging a storage fee after three (3) days from the arrival date.

    Do you accept valuable items?

    The following items are acceptable subject to conditions:
    • Cellular phone
    • Passport
    • Seaman's book
    The following are not allowed:
    • Cash
    • Jewelry

    What are the requirements for shipping human remains?

    • Transfer permit or shipping permit from the municipal health officer
    • Coffin must be hermetically sealed and either crated or wrapped in canvass http://www.cebupacificair.com/Pages/cargo-services.aspx#top

    What are the requirements for shipping live animals?

    • Shipping permit from the Bureau of Animal Industry (BAI)
    • Animals must be contained in strong cages (subject to inspection by the Cebu Pacific authorized personnel)

    I have bookings even before I join CEB Club, can I store those bookings to my CEB Club account?

    Yes. Just go to MY BOOKING then enter your booking’s confirmation number on the field and click ADD. Make sure that the email address in your booking must be the same as your CEB Club email. In addition, flight(s) that are at least 4 hours before departure can be added to the list.

    When do I receive the Seat Sale Alert ?

    As a CEB Club member, you automatically get Seat Sale Alerts a day in advance.

    What are the requirements of a Group Booking?

    Group must provide the following information:
    • Total Number of Guests
    • Specific/Preferred Flight i.e. destination, travel date and time, etc
    • Contact Person / Group Coordinator
    • Contact Details (Address, Telephone Number, Fax no., Mobile No.)
    • Email Address

    What is the processing time for group rate requests?

    Group booking request will be processed within 2-3 working days upon receipt of complete information.

    How can I request for a group booking?

    You may contact Cebu Pacific Group Sales at telephone number/s 02-8518769 or 02-2905242; fax at 02-8514107. Every Monday to Friday from 0800H-1200H and 1300H-1700H except holidays or send an email to groupbookings@cebupacificair.com

    How many guests are considered as a group?

    Minimum of 15 guest is considered as a group

    Are the groups allowed to refund/travel fund?

    YES, groups are allowed to apply for a travel fund provided that the booking is already paid in full and is subject to forfeiture and applicable penalties. If the route is domestic, travel fund is allowed up to seven (7) days from the date of departure. If the route is International, travel fund is allowed up to fourteen (14) days from the date of departure. Travel fund is valid for 90 days upon Travel Fund creation.

    What is a Group Booking?

    Group booking is a group of guests travelling together in one flight (same flight/itinerary)

    Are Promo Fares applicable to group?

    No, Promo Fares are not applicable to groups since Promo Fare is on book and buy basis and seats are limited only.

    Can a group avail of discounted rates?

    We offer group rate that may be applicable to all guests in one booking. However, group may also be given an option to have 2 or more rates depending on certain conditions.

    Where can I pre-order my Hot meal?

    You can pre-order your Hot meal thru the Cebu Pacific Website, Ticketing Offices, Call Center, Airport Counters (except ex-International) and through our CEB authorized distributors.

    How much is 1 Hot meal?

    A Hot Meal is sold at Php350 for International Short Haul and P500.00 for International Long Haul.

    Can a group avail of other products/services, such as Travel Insurance?

    Yes, group can avail of other products/services, such as Travel Insurance, prepaid meals, seat requests, etc.

    Can a group avail of discounted baggage?

    Yes, groups may avail of a discounted rate on pre-purchased baggage of 15 kgs.

    How can we avail of the Group Rate?

    Group Rate can be availed based on the total number of guest and specific flight details provided by the group. As much as possible, uniform rate is given based on the cheapest fare possible after the fare assessment.

    Can the group rebook their flights?

    Yes, rebooking is allowed provided that the booking is already paid in full and will be subject to rebooking charges. If the route is domestic, the group can rebook up to seven (7) days before the date of departure. If the route is International, the group can rebook up to fourteen (14) days before date of departure.

    What is a Group Fare Form (GFF)?

    Group Fare Form indicates the agreed and confirmed total number of passengers, guest details, complete flight information (route/destination, date of travel, flight number and time) and other conditions such as terms of payment, deadline of payment, flight restrictions etc. Upon group's confirmation the terms and condition stated in the Group Fare Form (GFF) will apply.The Group Fare Form (GFF) must be presented upon payment at the ticket office.

    Will guest be required to present a copy of the payment made for the baggage transfer service?

    Guest who booked for the baggage transfer service will be required to present his itinerary receipt upon check-in.

    If transfer service was booked prior departure of flight, is there a need for the guest to confirm his arrangement with Marhaba upon arrival in Dubai?

    · No need. Cebu Pacific will advice Marhaba directly so that guest may be assisted upon arrival in Dubai.

    · Guest will simply proceed to the transfer desk to claim his boarding pass for the onward flight.

    Is there a discounted rate for those travelling in group?

    · None. PHP 1,999.00 (AED 160.00) per passenger will still apply.

    · AED 160 is already a discounted rate as guests will normally pay AED 300 if service is booked via Marhaba website directly.

    I am no longer interested in receiving the Seat Sale Alert, but would like to continue my membership in CEB Club, how do I unsubscribe from your e-newsletter?

    Simply click on the UNSUBSCRIBE link found at the bottom of your Seat Sale Alert.

    I am subscribed as a CEB Club member, but do not receive the Seat Sale Alert, what can I do?

    Check your spam and bulk mail folders as your email provider might have tagged us as spam. If you still can’t find it, include forgotpassword@cebupacificair.com in your contact or safe senders list to ensure that our email updates gets to you; and do the password reset again from our site.

    Who should avail of the baggage transfer service in Dubai?

    Cebu Pacific is a point-to-point carrier. All checked baggage for Manila-Dubai flights will be tagged to Dubai only. Guest who are connecting to another flight at Dubai International Airport Terminal 1, 2 or 3 with checked baggage and are unable to clear immigration to collect bags and re-check them for onward flight must ensure to arrange for Marhaba baggage transfer service prior departure ex-Philippines.

    What is Marhaba?


    Marhaba among others is a baggage transfer service provider in Dubai International Airport.


    They will identify guest’s baggage upon arrival at Dubai International Airport and will process its onward connection on behalf of the guest.

    How much is the penalty for rebooking?

    • Domestic flight: 1000Php per sector per guest (VAT inclusive)
    • Regional flight: 1800Php per sector per guest
    You may also view the list of fees through our website at http://www.cebupacificair.com/Pages/fee-summary.aspx

    How do we settle the payment for group booking?

    • Group is required to settle partial payment/deposit and full payment depending on the group's date of departure
    • Group can settle their payment through the bank deposit or through our ticket offices or Cebu Pacific's General Sales Agents/Wholesalers Complete details of the payment is indicated in the Group Fare Form (GFF) and available upon request from Group Sales

    How much is the transfer service fee?

    PHP 1,999.00 (AED 160.00) per passenger.

    Will guest be allowed to purchase the service in advance of the travel date if ticket was purchased via website or non-organic ticketing office/sales office?

    Yes, guest may do so via call center or visit one of the organic ticketing office or sales office to purchase this add-on product.

    How do guest avail of the transfer service?

    · Guest may avail of the Marhaba baggage transfer service from time of booking until 1 hour before estimated time of departure thru the following channels:

    a. call center

    b. organic ticketing office

    c. organic sales office

    · Guest who will book flights to Dubai via www.cebupacificair.com or non-organic ticketing office/sales office may avail of the service upon check-in ex-Philippines.

    · Guest must ensure to observe 3 hours minimum connecting time between arrival and departure in Dubai.

    Can guests traveling as a group be allowed to pool their pre-paid baggage allowances?

    Yes, as long as everyone in the group is booked under one record locator and they are all present at time of check-in.

    Are guests allowed to upgrade their pre-paid baggage?

    Yes, up to 4 hours before ETD. They can make the upgrade and pay the difference via CEB's webiste ('Manage Booking' page), call center or sales offices.

    I availed of Small prepaid baggage and carries a bag that weighs 17kg and a scuba gear that weighs 14kg that is covered by the Sports Equipment Fee. Will I still be charged at the airport?

    Yes, you will pay excess baggage rate for the 1kg in excess of your checked baggage.

    I have 2 bags weighing 15kg each. I availed of the Sports Equipment Fee online even if I won’t be bringing a sports equipment. Do I have to pay anything at the airport?

    Yes, you will be charged 15kg excess baggage. The Sports Equipment fee strictly covers sports equipment only.

    I have a bag that weighs 8kg (I availed of Small prepaid baggage) and a golf set that weighs 12kg that is covered by the Sports Equipment Fee. Will I still be charged at the airport?

    No, you will not pay anything at the airport anymore.

    What if I availed of the Sports Equipment Fee and brought extra heavy equipment?

    If you exceed the Sports Equipment Fee allowed weight, the excess will be charged standard excess baggage rates.

    Can I still buy travel sure even if I have a pre-existing condition?

    Yes, However. TravelSure has exclusions on pre-existing conditions as detailed in the full terms and conditions.

    What do I do if I disagree with the claims decision made?

    TravelSure will advise you in writing of your right to appeal the claim decision and the procedures for filing an appeal.

    My flight was cancelled due to force majeure. Can my Sports Equipment Fee be applied to my rebooked flight?

    Yes, you may apply your Sports Equipment Fee to your new flight.

    I wish to rebook my flight. Can my Sports Equipment Fee be applied to my rebooked flight?

    Yes, it is rebookable.

    Are there sports equipment not accepted as checked baggage?

    Yes, items below must be coursed through Cargo Services:
    • Canoes
    • Kayaks
    • Windsurfing Equipment
    • Oxygen bottle (for rescue divers) – must be evaluated by Cargo prior to acceptance.

    What about other sports equipment not mentioned, how can I transport them?

    Other sports equipment not mentioned in the list will be accepted as part of your checked baggage.

    I didn’t avail of the Sports Equipment Fee on my original booking but wish to avail of it on my rebooked flight. Can this be done?

    Yes, as long as you avail of the Sports Equipment Fee when you finalize your rebooked flight.

    I’m planning to avail of the Sports Equipment Fee only on my return flight. Is this allowed?

    Yes, just make sure that you book on your flights per sector.

    I will no longer push through with my flight and wish to refund my travel. Can I refund my Sports Equipment Fee as well?

    No, it is non-refundable.

    Can I file a claim in Malayan if I lose my laptop abroad?

    No. Benefits will not be provided for any loss or damage to personal computers (including software and accessories) or laptops.

    How many dependents can I declare under this package?

    A passenger may declare up to one beneficiary per policy.

    How can I check-in online?

    Please go to our site, cebupacificair.com and click on the Manage Booking icon. Choose the web check-in tab and start checking in for your flight!

    Is there a web check-in fee?

    There is no fee for checking in online.

    When will the web check-in service be available?

    Cebu Pacific web check-in service is already available in all of Cebu Pacific Airbus flights systemwide. You may check-in online for your flight 48 hours up to 4 hours before departure time.

    I want to rebook a flight I have already checked-in online. Can I do this?

    No. Once you have checked-in for your flight, you can no longer mak e any changes. Your fare is already considered flown.

    I don’t have a checked baggage, do I still need to go to the bag drop counter?

    If you are a Go Lite international guest, you need to drop by the bag drop counter for documents verification at least 45 minutes before departure time. If you are a Go Lite domestic guest, you may go straight to the boarding gate. Be sure to be there at least 30 minutes before departure time. Please allow ample time for security checks and Immigration clearance. We strictly close the boarding gate 15 minutes before departure time.

    What time do I need to be at the airport if I have checked baggage? Where should I go?

    If you are a Go Fare guest, you need to be at the bag drop counter at least 45 minutes before departure time. However, we would strongly suggest that you come in earlier than that as security and Immigration checks may take quite some time.

    Do I need to print my boarding pass?

    Yes, please print your boarding pass as you need this to board your flight.

    What will happen if I lose my boarding pass?

    Please secure your boarding pass. In an unfortunate event that it gets misplaced, you may request from the bag drop counter at the airport.

    Can a guest refund his/her insurance?

    TravelSure is non-refundable but maybe rebooked.

    What if a guest rebooks his flight? Can they also rebook their insurance?

    Yes, they may rebook their insurance by calling Malayan Insurance +63(2) 867-1578 or +63(2) 812-0096

    What if I have previously confirmed one-way flight and availed of Travelsure then eventually decides to book my return flight can I upgrade my one-way Travelsure?

    You can add another one-way TravelSure for your return flight by creating another booking but cannot upgrade the original one-way Travelsure to a round-trip Travelsure. Covers apply per one-way.

    What Is My Maximum Day of Cover?

    The maximum day of cover is thirty (30) days per any one Round Trip unless the company has been informed and later accepted the risk to extend cover beyond the maximum day of cover.

    What do I need to bring to the airport on the day of my flight?

    Please bring the following:
    • web boarding pass
    • valid photo-ID (such as passport)
    • valid travel documents (such as visa)

    我在官网上使用支付宝付款(Alipay)成功,但是机票状态显示为"取消",这时应该如何处理?

    如果您已经在支付宝确认付款成功,但是您的订购在我们的系统中显示失败,这意味着本次支付并没有被宿务太平洋航空系统成功接受。请放心!只要在支付宝账户内显示付款成功,并且您的账户中有行程单,无论您的订单状态显示closed、cancelled、on hold...我们都会在3~7个工作日最终为您更改为“confirmed”状态。请到支付宝帮助中心:http://www.cebupacific.cn/ding-piao-zi-xun/zhi-fu-bao-wen-ti-fan-kui/ 或用英文邮件至客服信箱:guestservices@flyceb.com 或者致电菲律宾全球客服中心,电话: 63-2-70-20-888或香港客服热线,电话:852-397-33800 进行反馈。

    How do guests avail the pre-paid baggage allowance?

    Guests may purchase pre-paid baggage allowance at the time of booking up to 4 hours before estimated time of departure (ETD) through online, call center or sales offices.

    If I reroute my flight, can I still use my Prepaid Baggage Allowance? Is there an additional baggage fee?

    Your Prepaid Baggage Allowance is forfeited once you reroute your flight. You will need to purchase Prepaid Baggage Allowance for your new route.

    Can I avail of Baggage Protect on a Cebgo flight that has been rebooked to a Cebu Pacific flight?

    Yes, you may avail of Baggage Protect.

    If I rebook my flight, will I still get the same baggage option? Is there an additional baggage fee?

    Your Prepaid Baggage Allowance will be carried over to the rebooked flight. You may rebook up to 4 hours before the scheduled time of departure through the Manage Bookings section in the website.

    Can I purchase a combination of Small and Large Prepaid Baggage?

    You may purchase only one Prepaid Baggage Allowance per flight.

    What will happen to my Prepaid Baggage Allowance of 25/35/40 kilos?

    Your Prepaid Baggage Allowance will still be honored in your Tigerair Philippines booking.

    Can I still upgrade my Prepaid Baggage Allowance?

    Yes, you may still change your Prepaid Baggage Allowance up to 4 hours before your scheduled time of departure. Go to the Manage Bookings section of www.cebupacificair.com or contact the Call Center at (632) 7020-888 or (6332) 230-8888.

    Can I purchase Prepaid Baggage Allowance at the airport when I check in?

    No, cut-off time for Prepaid Baggage Allowance is four hours before the scheduled time of departure.

     

    You will have to pay the Airport Baggage Fee for the first 15 kilos, when you check in at the airport. Excess Baggage Rate per kilo will apply for checked-in items exceeding 15 kilos.

     

    Check here for the complete fees: https://www.cebupacificair.com/Pages/fee-summary.aspx

    If my flight is cancelled, can I get a refund for my Prepaid Baggage Allowance fee?

    If you decide to cancel your flight, the Prepaid Baggage Allowance fee will be forfeited.

     

    If the airline cancels the flight and you choose the alternative flight option, your Prepaid Baggage Allowance will be transferred to the new flight. If you choose to not push through with the flight, you may get a full refund or full travel fund of your booking, including the Prepaid Baggage Allowance fee.

    What Manila Terminal changes are we expecting?

    Starting August 15, 2015, Cebu Pacific flights utilizing turbo-prop or ATR aircraft, such as those from Manila to Caticlan, Busuanga, Laoag and Naga, will operate out of Ninoy Aquino International Airport (NAIA) Terminal 4. At the same time, all Cebgo (formerly Tigerair Philippines) flights will operate out of NAIA Terminal 3

    I’m coming from an international Cebu Pacific flight connecting to a Cebgo flight, where do I go?

    Clear through Immigration, pick up your bags from the conveyor and clear through Customs before proceeding to the Cebu Pacific transfer desk located at Terminal 3 Arrival Hall. Then proceed to Terminal 3 Departure Hall to wait for boarding time for your Cebgo flight. Cebgo flights will operate out of NAIA Terminal 3 starting August 15, 2015.

    Where can I check the terminal where my flight will operate?

    Please contact our call center (63) 02 702 0888 or (63) 32 230 8888 for more information. You may also check your flight details printed in your itinerary receipt. All itinerary receipt issued June 18, 2015 onwards reflect where your flight will operate.

    What will happen if I proceed to the wrong terminal?

    We shall provide shuttle transfers between Terminals 3 and 4 during the 1st month of transfer. Just proceed to the transit area in Terminal 3 to ride the shuttle going to Terminal 4. For guests in Terminal 4, you may ride the MIAA shuttle going to different terminals for a minimal fee.

    Why are Cebu Pacific/Cebgo flights transferring to Terminal 4/ Terminal 3?

    The terminal transfer is a MIAA directive to maximize runway space at NAIA. We fully support this government effort to improve air traffic conditions in Manila.

    How can I retrieve a Cebgo booking in the Cebu Pacific website?

    On the Retrieve Booking page in the Manage Bookings section, there is a dedicated retrieval option for all Cebgo bookings2

    How will I identify a Cebu Pacific Air flight from a Cebgo flight, when booking online?

    There will be indicators to differentiate one from the other: Cebu Pacific carries the airline code 5J with a yellow aircraft symbol.  Cebgo carries the airline code DG with a gray aircraft symbol.

    1

    Where can I view the list of fees and charges?

    You may view the complete list of fees and charges in the Flights and Fares section of www.cebupacificair.com

    I already made a booking for Cebgo. and I need to add another passenger. Where will I book the flight?

    You can book a flight via www.cebupacificair.com.  On the Select Flight page, choose the same flight/s you booked, to ensure that you will be flying together.

    Where can I see the terms and conditions of my Cebgo booking?

    The complete General Terms and Conditions of Cebgo and Cebu Pacific Air are available in www.cebupacificair.com

    I have a Cebgo booking. How do I get another copy of my itinerary?

    You may retrieve your booking online through the Manage Booking section of www.cebupacificair.com

    How do guest apply for full refund/travel fund in relation to the previous scenario? • For cash transactions, the issuing office can give outright refund to guest. • For credit card transactions, the amount will be charged back to the guest’s credit card. • For travel fund option, amount will be stored as travel credits that can be used to purchase new booking, pay ancillary products and other fees.

    • For cash transactions, the issuing office can give outright refund to guest.
    • For credit card transactions, the amount will be charged back to the guest’s credit card.
    • For travel fund option, amount will be stored as travel credits that can be used to purchase new booking, pay ancillary products and other fees. 

    What is the validity period of travel fund?

    Travel fund is valid 90 days from date of creation.

    I already made a booking for Cebgo and I need my child to travel with me. Can I book him separately?

    No, please book via the Call Center or Ticketing Offices instead.  If you book a separate ticket for your child online, he will be categorized as an Unaccompanied Minor, with applicable fees.

    Can I use my Travel Credits to purchase Cebu Pacific flights?

    Yes, you may use your Travel Credits to pay for Cebu Pacific flights, travel products and other fees.  Please contact the Call Center at (632) 7020-888 or (6332) 230-8888 for proper handling.

    What are Cebgo requirements for name change?

    Name change requests must be finalized before 4 hours before the scheduled departure.  The original guest should accomplish and submit the Letter of Authorization and 1 valid identification card from both the original and new guest.

    How much is the name change fee?

    Name Change Fee is PHP 1,500 (exclusive of VAT) for domestic flights and PHP 3,200 for international flights.

    The name of my friend is incorrect. Can I amend the name?

    You may amend the name, subject to terms and conditions.  Please contact the Call Center at (632) 7020-888 or (6332) 230-8888 or visit our Ticket Offices for proper handling.

    Is name change allowed for my Cebgo booking?

    Yes, name change is allowed for Cebgo bookings.  Please contact the Call Center at (632) 7020-888 or (6332) 230-8888 or visit our Ticket Offices for proper handling.

    Can I combine Cebu Pacific and Cebgo flights in one booking?

    Yes, you can book flights on both airlines.  This will be reflected in one itinerary receipt.

    Are there restrictions on the web check-in service?

    Aside from the time restriction of 48 hours up to 4 hours before departure time, there are certain cases wherein we disallow web check-in as these would entail special handling.
    These are:
    • Expectant mothers
    • Unaccompanied minors
    • Guests with reduced mobility
    • Persons with disabilities and those with special needs
    • Guests with infants, Medical cases
    • Group of 10 or more under 1 record

    If I will be travelling with a companion or group, do we have to web check-in at the same way and time?

    No, guests may check-in together or individually at the web, kiosk or at the regular counter whichever is convenient for the guest.

    Are guests allowed to upgrade their seats?

    Yes, up to 4 hours before ETD. They can make the upgrade and pay the difference via CEB’s website (“Manage Booking page”), call center or sales offices.

    Are guests allowed to cancel seat selection once booking is confirmed?

    Seat fees are non-refundable.

    Is the baby bassinet free-of-charge?

    The use of baby bassinet will be charged with a nominal fee of PHP500 on any given A330 route. Infant must be no more than 11 kilograms for safety reason.

    What are Premium Seats?

    All premium seats in ATR/A319/A320 are exit row seats except for 1DEF seats in A319 and A320. A330 premium seats may either be a bulkhead seat or an exit row seat. Bulkhead Seats - 1E, 2B, 3H and 36D provides access to a baby bassinet on the A330. Exit Row Seats - Provides the biggest legroom which will allow our guests to stretch their legs comfortably.

    How much will each seat option cost?

    Standard:
    • Php130.00(ATR/A319/A320)
    • Php130.00(A330 FLIGHTS except Dubai)
    • Php 250.00(A330 Dubai FLIGHTS)
    Standard Plus
    • Php 500.00(A330 Dubai FLIGHTS)
    Premium
    • Php 230.00(ATR/A319/A320)
    • Php 230.00(A330 FLIGHTS except Dubai)
    • Php 1500.00(A330 Dubai FLIGHTS)

    What’s the difference between Standard and Standard Plus?

    A330 Standard seats provide guests with 30inch seat pitch while Standard Plus seats will provide additional legroom with 32 inch seat pitch. Standard Plus seats are located at the rear section of the cabin. A320 Standard Seats provide 28-29 inch seat pitch.

    If flight was rebooked, will guest be able to book similar seat on the new flight?

    Seat fee will be carried over to the new flight. A new seat assignment will be provided when rebooking. Guest may choose a similar seat option or make an upgrade.

    If flight was re-routed, will guest be able to book similar seat on the new flight?

    If the re-routing was initiated by the guest, seat fee will be forfeited. He then must purchase and reserve a new seat. If by 5J, seat fee will be transferred to the new flight.

    How do guest apply for full refund/travel fund in relation to the previous scenario?

    For cash transactions, the issuing office can give outright refund to guest. For credit card transactions, the amount will be charged back to the guest’s credit card. For travel fund option, amount will be stored as travel credits that can be used to purchase new booking, pay ancillary products and other fees.

    Where can I check-in?

    Self-service check-in kiosks are strategically located on aisles D and E of NAIA Terminal 3

    If flight was cancelled, will guest be able to refund?

    If the guest decides to cancel his flight, seat fee will be spoiled. If flight was cancelled by the airline, we will make every effort to place the guest in the same or similar seat on the alternate flight. Should the guest decide to take the alternate flight but was not given the same seat option and was not informed prior check-in the difference of the seat fee will be refunded outright at the airport. Should the guest decide not to push thru with his flight, he may opt for a full refund or travel fund which includes the seat fee.

    Who are allowed to seat by the exit row?

    There are certain conditions or criteria that guest must meet to guarantee your preferred exit row seat option on board.
    · Guest must be at least 15 years old
    · Guest must be able to understand and carry out instructions which will be given in English onboard the flight
    · Guest must be able to speak in English
    · Guest must not be travelling with someone that requires his/ her assistance in an emergency
    · Guest must be fit and able-bodied
    · Guest must not have any permanent or temporary impairment (ex: deaf, hearing impaired, blind, vision impaired, any strength or mobility limitation, intellectual impairment or travelling with a service dog)
    · Guest must be able to check outside conditions and react to crew commands
    · Guest must be able to reach, open, lift and throw out the exit door in an emergency
    · Guest must acknowledge the exit row briefing given by Cabin Crew once onboard the aircraft
    · Guest must be willing to help or assist the Cabin Crew in the unlikely event of an evacuation or emergency situation
    · Guest must not be seated with an infant
    · Guest must not require the use of an extension seat belt or have purchased an extra seat
    · Guest must not be elderly

    What is the validity period of travel fund?

    Travel fund is valid 90 days from date of creation.

    How do guests choose their preferred seat?

    Guests may reserve and purchase their preferred seat at the time of booking up to 4 hours before ETD through online, call center or sales offices.

    What are the available seat options on the A330?

    International flights except Dubai, Standard and Premium Seats will be available. Dubai flights, Standard, Standard Plus and Premium Seats will be available.

    If flight was rerouted, what happens to the pre-paid baggage?

    If the rerouting was initiated by the guest, prepaid baggage will be forfeited. He then must purchase a new baggage allowance. If by the 5J, baggage allowance willl be transferred to the new fllight.

    What is the validity period of travel fund?

    Travel fund is valid 90 days from date of creation.

    If flight was rebooked, what happens to the pre-paid baggage?

    Pre-paid baggage will be carried over to the new flight.

    What happens if a guest has more than 32kg in one bag?

    Guest will have to lessen the contents from the bag weighing more than 32kg and transfer the contents to another check-in or carry-on bag. Any bag exceeding 32kg will not be accepted as check-in baggage.

    Are guests allowed to downgrade or cancel pre-paid baggage allowance?

    A downgrade or cancellation of pre-paid baggage allowance is not permitted once booking is confirmed.

    What is the maximum weight for each check-in baggage?

    Check-in bag must not exceed 32kg per piece in accordance with the occupational safety rules to avoid injury to porters.

    How many pieces of carry-on bags may be allowed on board?

    One carry-on bag is allowed for each guest. The dimension of the bag must not exceed 56cm x 36cm x 23cm on all Airbus flights and 56cm x 35cm x 20cm on all ATR flights, and must not weigh more than 7kg for Airbus (A319, A320, A330) and 5kg on (Caticlan) ATR flights. Guests will be allowed to carry additional items on board such as handbag, coat, laptop bag, camera bag, cane and crutches (for Senior Citizen and/or Person with Reduced Mobility (PRM) guests).

    Will guest be able to stow a personal wheelchair on board?

    We can accommodate only one personal wheelchair on board the A330 and will be on a first-come first-serve basis upon check-in. If a guest's personal wheelchair cannot be accommodated in the cabin, he may check it in free of charge. Note: An onboard wheelchair is available in every A330 aircraft.

    What are the available baggage allowances for flights on ATR/A319/A320/A330 except Dubai?

    Name Code Label in System Rate ( PHP) Domestic/International
    Prepaid Baggage – 10kg** BAG10 SMALL – up to 10kg

    150.00/350.00

    Prepaid Baggage – 15kg*** BAG15 SMALL – up to 15kg

    150.00/350.00

    Prepaid Baggage – 20kg*** BAG20 STANDARD – up to 20kg

    280.00/550.00

    Prepaid Baggage – 30kg BAG30 LARGE – up to 30kg

    450.00/800.00

    Prepaid Baggage – 45kg BAG45 EXTRA LARGE – up to 45kg

    900.00/1500.00

    *Prices as of January 2013

    **Applicable only on flights to/from Caticlan

    ***Applicable only for ATR flights

    What are the available seat options on ATR/A319/A320?

    On all flights, Standard and Premium Seats will be available.

    If the flight was cancelled, will I be able to refund?

    If the guest decides to cancel his flight, pre-paid baggage will be forfeited. If flight was cancelled by the airline and the guest decides to take the alternate flight, his baggage allowance will be transferred to the new flight. Should the guest decide not to push through with his flight, he may opt for a full refund or travel fund which includes the baggage fee.

    If a guest has a connecting onward journey within the Cebu Pacific network, will he be required to claim and re-check his baggage?

    If a guest is connecting from a domestic flight to an international flight, baggage may be picked up at the destination. If a guest is connecting from an international flight to a domestic flight, he needs to claim his baggage after passing through immigration and check-in his baggage for his next flight.

    If a guest has a connecting onward journey with another airline, will he be required to claim his baggage and re-check with his next airline?

    Yes, we are a point-to-point carrier. The guest will have to clear immigration if necessary, claim his bags and check-in for his connecting flight together with his baggage. It is the guest's responsibility to check his baggage allowance for subsequent flight. It is the guest's responsibility to ensure he has a valid VISA to go thru customs and immigration to be able to collect his baggage.

    Is there a kiosk check-in fee?

    There is no fee for using these self-service check-in kiosks.

    Are there restrictions on the web check-in service?

    There are certain cases wherein we disallow self-service check-in as these would entail special handling. These are:
    The self-service check-in kiosk is available to all guests except the following and must proceed to the check-in counters for their check-in process
    • Unaccompanied minor
    • Guest of 10 or more under 1 booking record
    • Guests on ATR and/or non-direct flights
    The following guests due to several factors including, but not limited to, presentation of original travel documents, profiling etc., are requested to proceed to the check-in counter to claim their boarding pass after checking in using the self-service check-in kiosk.
    • Expectant mothers
    • Guests with infants
    • Guests with reduced mobility or requiring special assistance

    What do I do if I need to make a claim?

    You may request for a list of documents needed for claims thru mailto:travelsure@malayan.com, or you may call the service hotline at +63(2) 2445333 or +63(2) 2428888 Loc 482

    What is Travel Sure?

    Travel Sure is a comprehensive personal accident and emergency medical treatment insurance coverage benefit while you are on travel status anywhere in the Philippines or in Asia. The TravelSure policy starts 2 hours before the insured’s scheduled departure time indicated in the Itinerary Receipt issued to the insured. The policy will cover the passenger a maximum of 30 days or when he returns from his/her trip or two (2) hours after the scheduled time of arrival whichever comes first.

    Can I cancel my trip for any reason and get all my money through my trip cancellation benefits?

    The Trip Cancellation Benefit is only applicable for insurance reasons indicated in the full terms and conditions. Covered reasons include, but are not limited to, unforeseen emergencies such as illness, injury or death involving you, your travel companion and/or an immediate family member. Pre-Existing conditions are not covered.

    What sports equipment are included in this offer?

    Only the following sports equipment are covered by this fee:
    • Bicycles
    • Fishing Equipment
    • Golf Clubs
    • Scuba/Diving Equipment
    • Surfboards/Wakeboards
    • Bowling balls

    How is Sports equipment fee different from the Prepaid Baggage options?

    The Sports Equipment Fee entitles guests to bring sports equipment up to 15kg. Currently, sports equipment is counted in the guest’s prepaid baggage allowance (if he availed of one) and anything in excess is charged the standard excess baggage rates. With this, guest can now enjoy both the prepaid baggage option and 15kg for sports equipment.

    What is a Sports Equipment Fee?

    It is a fee of PhP1,000 (VAT-exclusive) per sector available only at time of booking that entitles guest to a discount on sports equipment he/she intends to check in on his/her flight.

    What other benefits does Travel Sure provide?

    Travel Sure gives you the ultimate protection possible not only from accidents and medical services but also for recovery of lost travel documents, loss/delay/damage of your checked in baggage, strikes and hijacking, flight delay, trip curtailment and cancellation for medical or legal emergency.

    When shall the policy commence and end?

    This policy is effective while the insured passenger is on travel status during the policy period specified in the schedule provided. The cover commences two hours before the insured’s scheduled departure time indicated in Itinerary Receipt issued to the insured.
    The cover ceases under the following conditions:
    Round Trip / Open Jaw
    a) The expiry of the policy period specified in the schedule
    b) The insured’s travel reaching the 30th day, unless previously declared to the Company and the latter signified its acceptance and an additional premium has been paid
    c) Within two (2) hours after the scheduled time & date of arrival at the last destination specified in the travel ticket, in the policy schedule, or certificate of insurance or any subsequent endorsements or
    d) The insured’s reaching his/her place of residence or employment, whichever occurs first.
    Single Trip-One Way
    a) The expiry of the policy period specified in the schedule
    b) Within two (2) hours after the scheduled time and date of arrival at the destination specified in the Itinerary Receipt, in the policy schedule, or certificate of insurance or any subsequent endorsements or
    c) The insured’s reaching his/her place of residence or employment, whichever occurs first.

    I checked-in online for my international flight but got to the airport 35 minutes before departure time. Can I still take the flight?

    You will no longer be accommodated for your flight. You need to be at the bag drop counter at least 45 minutes before departure time.

    I have not paid for my travel tax, where will I pay this?

    You need to pay for your Philippine travel tax at the Philippine Tourism Authority counter before going to the check-in area.

    I want to cancel a flight I have already checked-in online. Can I do this?

    No. Once you have checked-in for your flight, you can no longer cancel your flight. Your fare is already considered flown.

    Can I still purchase ancillary products like: seat, prepaid baggage or hot meals after I checked-in online?

    No, once you have checked-in for your flight, you can no longer make any changes including purchasing of ancillary products.

    There is no boarding gate indicated in my boarding pass. What do I do?

    Please check your gate assignment when you get to the airport.

    Are there guidelines I need to be aware of when packing my sports equipment?

    Yes, Cebu Pacific follows guidelines below in accepting your sports equipment for carriage.

    a. Bicycles- Must be placed with handlebars fixed sideways, pedals removed and tires deflated in a hard shell container specifically designed for shipping, or in a bicycle suitcase.
    b. Fishing Equipment- Must be retractable for transport and packaged in a hard shell container specifically designed for shipping.
    c. Golf Clubs- The bag and the clubs must be fully enclosed in a hard shell container specifically designed for shipping. Will not be accepted if packed only with a vinyl or canvas cover.
    d. Scuba/Diving Equipment- Must be securely packed in a hard shell container specifically designed for shipping. No scuba tanks. Buoyancy control devices and regulators may be hand carried provided they pass the prescribed dimensions for overhead bins.
    e. Surfboards/Wakeboards- Must be appropriately covered for dents and scratches. The acceptable length is 11 feet for Airbus flights. Only 5 surfboards/ wakeboards are allowed on an Airbus flight.
    f. Bowling balls- We accept 2 bowling balls and 1 pair of bowling shoes placed securely in a bowling bag.

    What is the handling for Infants?

    Infants below 16 days old will not be accepted for carriage. Infants aged between 16 days old up to below 2 years of age not occupying a seat shall be charged witha a minimal handling fee.

    I want to cancel a flight I have already checked-in online. Can I do this?

    No. Once you have checked-in for your flight, you can no longer cancel your flight. Your fare is already considered flown.

    I checked-in using the kiosk for my international flight but got to the bag drop counter 35 minutes before departure time. Can I still take the flight?

    You will no longer be accommodated for your flight. You need to be at the bag drop counter at least 45 minutes before departure time.

    There is no boarding gate indicated in my boarding pass. What do I do?

    Please check your gate assignment with our airport staff.

    I don’t have a checked baggage, do I still need to go to the bag drop counter?

    If you are a Lite Fare international guest, you need to drop by the bag drop counter for documents verification at least 45 minutes before departure time. If you are a wLite Fare domestic guest, you may go straight to the boarding gate. Be sure to be there at least 30 minutes before departure time. Please allow ample time for security checks and Immigration clearance. We strictly close the boarding gate 15 minutes before departure time.

    Do I need to print my boarding pass?

    Yes, you need to get the boarding pass from the kiosk.

    What is the handling for Unaccompanied Minor?

    Children below 7 years old will not be accepted for carriage unless they are accompanied by an person of at least 15 years of age. Children aged 7 to below 12 years old will be accepted only after the Unaccompanied Minor Form is accomplished and submitted and the prescribed Unaccompanied Minor Handling Fee is paid. Unaccompanied Minor form may download at Unaccompanied Minor Form. For Filipino minors travelling to a foreign country, please check the rules governing minor travel as issued by the Department of Social Welfare and Development. For minors with foreign nationalities, please check the rules governing minor travel as issued by your respective governments.

    What is the handling for Expectant Mother?

    It is the responsibility of the pregnant guest to advise us of the progress of their pregnancy during booking and upon check-in. We refuse carriage to pregnant guests 34 weeks and above. For pregnant guests less than 34 weeks, please bring a medical certificate stating the age of gestation with notation 'Fit to Travel' and signed by your personal physician. The guest must complete the travel within the validity period of the medical certificate which is seven (7) days from the date of issuance for both domestic and international flights. Kindly fill out the Special Handling Form and present at check-in.

    What is the handling for Prisoners?

    Maximum of two (2) prisoners may be accepted per domestic flight for A319 and A320 aircraft. Maximum of one (1) prisoner may be accepted for ATR-72 aircraft. It is mandatory that at least one (1) security officer, from the PNP or NBI for every prisoner. The special handling must be arranged with Cebu Pacific at least 24 hours before the flight.

    What is the handling for Guest needing special assistance?

    Acceptance for carriage of guests requiring special assistance is subject to arrangement with us at least 48 hours prior the scheduled flight. In certain airports, we may charge minimal handling fee for the use of lifts and you may inform the airline at least 3 days prior the scheduled flight. Please contact our Call Center at (+632) 70-20-888 or (+6332) 230-8888 for more information.

    What is the handling for guest with Portable Oxygen Concentrators (POC)?

    Cebu Pacific allows the carriage of a Portable Oxygen Concentrator (POC) and other battery-operated non-oxygen generating respiratory assistive devices such as nebulizers and ventilators for use inside the cabin. However, it does not allow carriage of partially or completely filled oxygen tanks (cylinders/bottles) or liquid oxygen on board any aircraft. Medical certificate for guest requiring POC should also indicate that the guest may be required to use respiratory assistive device on the duration of the flight. Guests traveling with a respiratory assistive device must check-in at least two (2) hours prior the scheduled departure time and must present the POC and other respiratory assistive device and paperwork for inspection by a CEB check-in agent.

    What is the handling for Guests with Medical Case?

    Guests with medical cases are allowed for carriage provided that the following documents are properly filled out and accomplished:
    1. Special Handling Form
    2. Medical certificate stating the guest is “fit to travel” and signed by your personal physician.

    What is the handling for Elderly Passenger/Guest?

    Elderly passenger shall be treated as a regular passenger and will be given special assistance if requested.

    How to contact Cebu Pacific Chinese Customer Service?

    There are 2 ways to contact Cebu Pacific Chinese Customer Service

    1. Telephone Number: 400 670 0780
    2. Email Address:  cebcustomercarechina@cebupacificair.com
     

    Need more help?
    Contact Cebu Pacific through the following:                    
    Manila Call Center: +632-7020-888,Airline Operations Center Building
    Cebu Call Center: +6332-230-8888,Manila Domestic Airport Complex
    Hong Kong Call Center: +852-397-33800,Old Domestic Road
    Singapore Call Center: +65-315-80808,Pasay City