Cebu Pacific extends free rebooking, travel fund option until June 30

1 min readUpdated Mar 27, 2020Mar 30, 202011:13 PM

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Budget carrier Cebu Pacific is extending its free rebooking and travel option for passengers with booked flights until June 30.

The airline decided to adjust its booking policies to provide its passengers with “flexibility and peace of mind,” in case they change their travel plans amid uncertainties surrounding the coronavirus disease 2019 (COVID-19) situation.

Cebu Pacific said it still plans to operate flights by April 15 as scheduled.

However, passengers with confirmed bookings on any Cebu Pacific domestic or international flight from April 15 to June 30, 2020 have the following options:

Free rebooking – rebook flights on any travel date with change fees waived. Fare difference may apply.

To rebook the flight, use the “Manage Booking” portal in the Cebu Pacific website.

Travel Fund – place the full cost of the ticket in a Travel Fund which can then be used as payment for a future booking. The Travel Fund is valid for 180 days and can be used for bookings as far as 12 months out.

To avail of the Travel Fund option, use the “Manage Booking” portal in the Cebu Pacific website to cancel their booking and store the value in the Travel Fund.

“New flights booked from April 15 to June 30 (regardless of travel date and route), on the other hand, include CEB Flexi for FREE,” Cebu Pacific said.

CEB Flexi enables travelers to rebook their flights up to two times, fare difference may apply.

The airline also apologized for the delays in reverting to messages and long wait times for calls.

“This is due to the high volume of passenger concerns being addressed by our team. Please bear with us,” it said.

“We thank our passengers, partners and our stakeholders for their patience and trust,” it added.

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What this means

Cebu Pacific's move to extend rebooking and travel fund options, alongside offering CEB Flexi for free on new bookings, is a strategic play to minimise cancellations and retain future revenue. This proactively addresses passenger concerns, unlike Tiffany & Co.'s expansion or Amorepacific's renovation, which don't directly respond to immediate market anxieties. The policy pressures competitors to match or exceed flexibility, especially as budget carriers face heightened scrutiny. However, the risk lies in potential revenue deferred, rather than truly recouped, if travel remains stagnant. The airline's ability to manage high volumes of customer service requests will dictate whether this goodwill translates into loyalty; monitor their customer feedback channels closely.

Aiko Tanaka · Retail News Asia newsroom

Questions & Answers

What flights are eligible for the free rebooking or travel fund options?

Passengers with confirmed bookings on any Cebu Pacific domestic or international flight scheduled from April 15 to June 30, 2020, are eligible for these options. The changes can be made via the 'Manage Booking' portal.

How long is the Travel Fund valid for after I convert my ticket?

The Travel Fund is valid for 180 days from the date it is created. It can be used to book new flights for travel dates up to 12 months in the future from the booking date.

Do I have to pay any extra fees if I choose to rebook my flight?

The rebooking fee itself is waived, meaning you will not pay a change fee. However, a fare difference may apply depending on the new flight chosen, which would be an additional cost.

What is CEB Flexi and who can get it for free?

CEB Flexi allows travellers to rebook their flights up to two times, though a fare difference may still apply. New flights booked between April 15 and June 30 automatically include CEB Flexi for free.

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