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Dubai, UAE: 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.
Since the start of this pandemic, we have 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 to a backlog. We have since then revamped our procedures in order to address this.
To date, we have refunded over PHP 2.4 billion booking cancellations related to COVID-19, equivalent to 50% of refund requests 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.
-Ends-
About Cebu Air Inc. (PSE: CEB)
Cebu Air Inc. is the largest carrier in the Philippine air transportation industry, offering its low-cost services to more destinations and routes with higher flight frequency within the Philippines than any other airline.
The CEB network operates flights out of seven strategically placed hubs in the Philippines: Clark, Davao, Cagayan de Oro, Kalibo, Cebu, Iloilo and Manila.
The Cebu Pacific fleet is comprised of 76 aircraft—six (6) Airbus A321NEO, five (5) A320NEO, seven (7) Airbus A321CEO, 29 Airbus A320, eight (8) A330, seven (7) ATR 72-500, 13 ATR 72-600, and an ATR Cargo Freighter. CEB boasts of one of the youngest fleets in the world, with an average fleet age of five (5) years.
A member of the International Air Transport Association (IATA), Cebu Pacific has achieved full compliance with IATA Operational Safety Audit (IOSA)—considered as the benchmark of the highest standards for safety in the airline industry, joining a roster of over 425 airlines worldwide that have strictly complied with the most stringent of international standards governing aviation safety.
For bookings and enquiries, guests can visit www.cebupacificair.com. The latest seat sales can be found on CEB’s official Twitter (@CebuPacificAir) and Facebook pages. Guests may also download the Cebu Pacific official mobile app on the App Store and Google Play.
© Press Release 2020
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