Cebu Pacific Flight Cancellations, Refund, and Rebooking

Cebu Pacific, the Philippines leading airline, acknowledges the difficulties and frustrations that their passengers have been experiencing lately. This is primarily driven by fleet availability issues affecting the global aviation industry along with specific environmental factors. 

They empathize with their passengers, and they sincerely regret the inconvenience that they have caused.

To address these concerns, they have put in place initiatives to mitigate the situation:

HEIGHTENED CUSTOMER CARE & RECOVERY – They have established a disruption management team to augment their ground staff and help passengers during unexpected events. Additionally, Cebu Pacific has expanded its customer service capabilities by increasing the number of live agents who can assist their customers around the clock.

They also refined their policies to give their customers more options beyond what is required by the Air Passenger Bill of Rights.

REDUCED SCHEDULED FLIGHTS – Given the sudden unprecedented number of grounded aircraft, some of which will be out of service for a considerable amount of time, they have reduced their flight schedule to account for the long-term unserviceable aircraft and enabling more standby aircraft on the day.

INCREASE STANDBY AIRCRAFT — They have increased their standby aircraft from three to four and will increase this to six by year-end. These aircraft can be used immediately should uncontrollable events happen on the day of flight. On top of this, they are leasing additional aircraft to further enhance their operational resilience.

They understand that these mitigating actions may still seem insufficient for their affected passengers. They assure you that they are actively managing the situation and determining how they can assist affected passengers.  

For context, here are some of the events that led them to this point. 

There is a global problem affecting the airline industry with over 120 grounded Pratt and Whitney-powered Airbus aircraft around the world. While Cebu Pacific provisioned double the level of recommended spare engines as early as last year, they were advised in March 2023 that they would no longer receive the spare engines support that Pratt and Whitney had previously indicated.

Immediately upon receiving such advice, they sought to adjust their flight schedule accordingly to minimize the impact. A number of flights, which were scheduled and sold months in advance, inevitably had to be disrupted.

Meanwhile Cebu Pacific experienced a number of incidents such as ground damage from runway debris that created additional long-term grounded aircraft.

In total they have three aircraft grounded due to Pratt and Whitney and five aircraft long-term grounded due to the other incidents. They will recover the five aircraft in the months ahead but the impact of the Pratt and Whitney engine shortage is something they have to plan for a longer time period.

Apart from these fleet related matters, we have also entered the rainy season and have seen much higher occurrence of Red Lightning Alerts. This requires the suspension of all flight and ground activities at the airport. From April to June alone there have been a total of 78 Red Lightning Alerts raised, some lasting for more than two hours.

They understand that it is their responsibility as a public service to manage these external issues and deliver on their promise to provide access to affordable and reliable flights. Unfortunately, the unprecedented issues they face have made it difficult to deliver on the customer promise and for this, they are deeply sorry.  

For concerns on your Cebu Pacific bookings, their team will assist you in their official customer service channels:

To ask FAQs from Charlie or to chat with their live agents, available 24/7, visit Facebook Messenger:

For the step-by-step guides for the website and mobile app, go to  Cebu Pacific Help Center: 

To Manage Booking on the Cebu Pacific website, go to: 

To check the status of your flights, go to: 

To send your feedback:  

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