As of August this year, the airline has cleared a total of 2,842 cases filed at the CAB since 2020, as Cebu Pacific worked alongside the regulator to resolve complaints after the pandemic upended the travel industry.
Cebu Pacific (CEB) on Friday (October 1) announced that it has refunded a total of P8.18 billion, and has cleared all refund cases lodged at the Civil Aeronautics Board (CAB).
As of August this year, the airline has cleared a total of 2,842 cases filed at the CAB since 2020, as Cebu Pacific worked alongside the regulator to resolve complaints after the pandemic upended the travel industry.
CEB stressed that "passenger needs remained a top concern for Cebu Pacific which was determined to refund all its customers. As of September 2021, the airline has refunded a total of P8.18 billion."
"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 benefitting 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," Wyrlou Samodio, head of CAB Legal and Enforcement Division said in a statement.
CEB issued P479 million in refunds to customers in the July-September period. Previously, the company earlier announced that it had refunded its passengers P7.7 billion for requests filed from January 2020 until June 2021.
Customers 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, CEB Vice President for Marketing and Customer Experience.
She added, "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."
After clearing its backlog, CEB is now handling current refund requests. For guests to have an efficient refund process, the airline advises them to contact CEB through http://bit.ly/CEBFeedbackForm on its website.
Cebu Pacific was determined to refund passengers and encouraged those with pending refund requests to contact the airline. The airline actively reached out to the passengers through the contact information made available during booking to refund passengers.
Tags: #airtravel, #CebuPacific, #refunds, #Covid19