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GUIDE: How to rebook or refund your flight

By Camille Santiago Published Jul 24, 2025 2:13 am Updated Jul 24, 2025 2:20 am

Changes in flights are a common source of frustration for travelers. While some may be necessary because of a change in personal plans, others are unexpected due to factors like severe weather or airline operational issues.

For those traveling in the Philippines, flight disruptions are most common during typhoon season from July to October, when bad weather frequently affects schedules. However, this doesn’t mean that passengers are left helpless. The country's Air Passenger Bill of Rights, a government-mandated policy, ensures that those whose flights are canceled due to extraordinary events like natural disasters are entitled to a full refund.

Most carriers are going a step further, offering travelers the choice of a full refund, free rebooking, or converting their ticket value into a travel fund. 

Below is a guide on how to navigate these options with some of the most common airlines serving the Philippines.

Philippine Airlines

For Philippine Airlines flights impacted by cancellations or travel bans, passengers have several options available. They can choose to convert their ticket to Travel Credits, rebook or reroute their flight, or request a refund without penalties.

  • Rebooking: Passengers can contact PAL's Global Reservation and Customer Support for assistance with rebooking or rerouting their flight. The airline typically permits this without any additional charges, and requests are evaluated based on applicable terms and conditions.
  • Refund: For canceled flights, passengers can get a full refund for their unused ticket. If the flight is not canceled but a refund is requested, it will be processed according to the original fare rules. Refund requests can be submitted through PAL Ticket Offices or their Global Reservation and Customer Support.
  • Travel Credits: This option includes a 5% bonus incentive and allows passengers to share the credit with travel companions on the same booking. These credits can be spent in increments and are valid until the full amount is used or the expiration date is reached.

For more information, click here.

AirAsia

When an AirAsia flight is disrupted, passengers are notified of any schedule changes via the email and mobile number they provided during booking. To ensure they receive these alerts, passengers should always make sure their contact information is up to date.

Passengers with a rescheduled flight have the following recovery options: refund, travel credits, or free flight change.

  • Rebooking: Travelers can change their flight to a new date and time once within 30 days of the original departure date without additional cost, subject to seat availability. To change a flight, they can do so via the AirAsia website, the AirAsia MOVE app, or a direct link provided in the email notification. 
  • Refund: Refunds are available for flights that AirAsia cancels or reschedules by more than three hours. Processing typically takes between 30 to 90 working days, though this timeline can vary depending on the payment method and airline approval. For other types of refunds, such as those for medical cases or in the event of a deceased passenger, specific documentation is required.

To request a refund:

  1. Log in to your account.
  2. Chat with Bo on the AirAsia MOVE website or app and click on the Upcoming Flight button. 
  3. Choose a flight that is eligible for a refund. 
  4. Select one of the provided options for your affected flight and follow the instructions.

For more information, click here.

Cebu Pacific

For flights affected by delays or cancellations, Cebu Pacific will notify passengers via email, text message, or through their frontline team. Passengers can also check the real-time status of their flight on the airline's website. They will receive a link to the Self-Service Disruption Portal, which is also accessible through the Cebu Pacific app or website under "Manage Booking."

The local budget airline offers the following options for disrupted flights:

  • Rebooking: Passengers can rebook their flight for free up to 30 days before or after their original schedule. For rebooking beyond this period, they should contact a live agent.
  • Refund: Passengers can request a refund for their fare. The refund covers fares, taxes, unused add-ons, and fees but excludes flight fees.
  • Travel Fund: Passengers can convert the value of their booking into a non-expiring travel fund, which can be used for future flights and add-ons.
    It is important to note that once an option is selected, it cannot be changed or undone.

For more information, click here.

Sunlight Air

If a passenger’s flight is disrupted and the new schedule doesn't work for them, contact Sunlight Air within 30 days. The airline will rebook them on the next available flight or, depending on the situation, arrange a special recovery flight.

For disrupted flights, the local budget airline permits free rebooking with no additional charges. The airline can also assist in finding alternative flight options, convert to travel fund, or process a refund for the cost of the flights purchased. 

It is important to note that if the Sunlight Air does not receive a response from the passenger within the 30-day window, the new flight schedule will be automatically confirmed. Any subsequent change requests will then be subject to standard ticket fare regulations.

You can reach them at +63 2 5 328 0808 (Monday to Friday, 8 a.m. to 5 p.m.), Facebook Messenger, or Instagram Direct Messenger (Tuesday to Friday, 8 a.m. to 10 p.m. / Saturday to Monday, 8 a.m. to 10 p.m.) or email them at customercare@sunlightair.ph.

Cathay Pacific

If a flight is canceled or a connection is missed due to a disruption, Cathay Pacific will automatically rebook passengers onto the next available flight in the same cabin. If this new booking is unsuitable, passengers can make changes through the airline's website, mobile app, or by contacting Customer Care. 

The fastest way to do so is via the "Manage Booking" section, where they can rebook or cancel flights using the "Rebook and refund" button. Passengers on the same booking must change flights together.

For more information, click here.