The Cebu Pacific Air announced on Thursday it has paid P2.4 billion refund for clients’ booking cancellations related to the coronavirus disease pandemic.
In a statement, the CEB management said since the start of the pandemic, the airline has received an unprecedented number of refund requests due to the flight cancellations brought about by the lockdown.
“Our refund process then was originally not designed to handle this volume of requests, and this resulted in a backlog. We have since then revamped our procedures in order to address this,” the CEB said.
“As many know, the tourism and aviation industries have been among the worst hit by COVID-19 and currently, Cebu Pacific is only able to operate 10% of its pre-COVID network,” it added.
To date, CEB refunded over P 2.4 billion booking cancellations which is equivalent to 50 percent of the refund requests it received.
“We remain committed to our customers to complete pending refunds, and will update them once these have been processed. We are currently halfway through refund requests filed last April.”
“We understand how challenging this whole situation is, and we sincerely apologize for the delay. At present, refunds may take up to six (6) months to process from the time the request was filed. We thank our guests for their patience and understanding as we continue to enhance our processes for this to be resolved soonest,” the CEB management said.
