Cebu Pacific is a Philippines-based low-cost airline operating domestic and international routes across Asia, Australia, and the Middle East. The carrier is a subsidiary of JG Summit Holdings.
Cebu Pacific no longer offers a Philippine phone hotline; chat with Charlie on its website or app, where live agents are available 24/7. Overseas hotlines are listed in its How to Contact Cebu Pacific help article.
Email support
Usually1 to 5 business days.Email cebcares@cebupacificair.com.
Live chat support
Live agents available 24/7 via the Charlie chatbot on the Cebu Pacific website and mobile app. Chat with a live agent by requesting one through Charlie.Availability: 24 hours a day, 7 days a week
Social media
Cebu Pacific is active on social media platforms such as Facebook, X , and Instagram. Response times can range from a few hours to several days depending on the platform and the nature of the inquiry. Here's how to contact Cebu Pacific via social media.
Help center/FAQ
Cebu Pacific's help center covers topics including bookings, baggage, check-in, refunds, flight disruptions, travel requirements, and loyalty program questions.
Head to the Cebu Pacific mobile app or website, set your origin destination and your travel dates, and tap the “Search flights” button. To learn more, visit Booking with Cebu Pacific.
Cebu Pacific customer service policies
Cebu Pacific's privacy and cookie policy, last updated September 10, 2026, describes how the airline collects, uses, and shares personal information in connection with bookings and website use. It covers types of data collected (such as name, contact details, travel history, and website access data), how data is shared with third parties for operational purposes, and passengers' rights over their data. Go Rewards membership is covered by a separate privacy policy.
Cebu Pacific loyalty program
Cebu Pacific's loyalty program is Go Rewards. Members earn points when they book Cebu Pacific flights or buy add-ons online and can use the points to pay for future flights. Points are credited seven days after you board your flight.
Charlie – the Cebu Pacific Assistant is available 24/7. You may also contact a live
agent for assistance.
Guest feedback form – to file or check refund status and share your experience with Cebu Pacific.
Talk to Us page on Cebu Pacific website – for other contact details.
You can earn Go Rewards points every time you book a flight with Cebu
Pacific or buy add-ons online. You can then use those same points to pay for
your future travel plans. To learn more, visit earn or redeem Go Rewards
points.
A cash refund to your original payment method is available when the airline cancels or significantly delays your flight, or in cases of medical emergency or bereavement involving an immediate family member. For voluntary cancellations, most standard fares are non-refundable; passengers with the CEB Flexi add-on can cancel and receive a travel fund. To request a refund, use the Manage Booking section on the Cebu Pacific website or submit the Guest Feedback Form and select "I want to know the status of my refund."
After starting a chat with Charlie on the Cebu Pacific website or app, you can request a live agent by typing your query and selecting the "Chat with agent" option when it becomes available. Live agents are available 24 hours a day, 7 days a week. If you are calling from outside the Philippines, Cebu Pacific also operates regional hotlines in Australia, Hong Kong, China, Japan, South Korea, and Taiwan — see the full list at the How to Contact Cebu Pacific help article.
App issues are frequently reported by Cebu Pacific passengers. Try updating the app to the latest version, clearing the app cache, or completing your booking or booking change on the Cebu Pacific website (cebupacificair.com) instead. If the website also does not work, contact Cebu Pacific by chatting with Charlie at cebupacificair.com/chat, where live agents are available 24/7.
If you have an existing GetGo account that has not transferred correctly to Go Rewards, contact the Go Rewards Customer Care team through the Go Rewards Help Center. You can also chat with a live agent through the Cebu Pacific app or website, or visit the Cebu Pacific counter at Ninoy Aquino International Airport for in-person assistance. Points earned on Cebu Pacific flights are credited within seven days of flight departure; if they have not appeared after that window, the Go Rewards Help Center can assist with a points claim.
Disclaimer: Contact information is believed reliable but not guaranteed. Executives change contact details frequently. If an email bounces or a number is wrong, report it immediately. Published August 4, 2024. Updated October 23, 2026.
