Budget carrier Cebu Pacific, overwhelmed with refund requests due to the flight cancellations brought about by the pandemic, is asking passengers for patience as it works through pile of refunds.
Cebu Pacific is only able to operate 10 percent of its pre-COVID-19 network as the tourism and aviation industries have been among the worst hit by COVID-19.
“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,” it said in an advisory.
The airline said that it has already refunded over P2.4 billion booking cancellations related to COVID-19, which is equivalent to 50 percent of all requests received.
“We understand how challenging this whole situation is, and we sincerely apologize for the delay. At present, refunds may take up to six 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,” it added.