August 06, 2021 at 07:50 pm
Darwin G. Amojelar
Cebu Pacific on Friday said it fully refunded P7.7 billion to passengers whose requests were filed until June 2021.
The airline owned by the Gokongwei Group overhauled its refund processes and augmented a dedicated workforce to process 991,764 requests with various forms of payment.
Cebu Pacific said the 100-percent refund completion rate excluded unsuccessful requests, such as bookings made through travel agencies that may have ceased operations and cash bookings that had incorrect or were lacking bank details and other forms of validation.
Cebu Pacific said it remains concerned about customers who have not been refunded.
“The airline is actively reaching out to these guests through the contact information made available during booking and is determined to refund passengers,” the airline said.
Cebu Pacific also encourages those with pending refund requests to contact the airline. It advised passengers who wish to check on the status of their requests to answer the online feedback form.