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.
To manage your Cebu Pacific booking, visit its Manage Booking portal and log in or link your reservation using your booking reference and last name. Through this portal, you can modify guest details, update contact information, add services like baggage or seat selection, and rebook or cancel flights. Some changes, like name corrections, have time limits, so check the guidelines carefully.
All guests have a 1 piece, 7kg carry-on allowance. Checked baggage allowance is only included in GO Easy and GO Flexi fare bundles. To learn more, visit Baggage allowance options.
If a Cebu Pacific flight is canceled or delayed, passengers can choose to rebook for free within 30 days, request a refund, or convert the booking into a travel fund for future use. These options apply to cancellations by the airline, significant schedule changes (e.g., delays of one hour or more), or denied boarding. The airline notifies affected passengers via email, text, or its frontline team, and flight statuses can be checked online.
The airline provides detailed guidelines on various categories of items, including personal electronics, household appliances, sports equipment, medical devices, consumables, toiletries, arts and crafts materials, tools, and items related to animals and plants.
To check in online for your Cebu Pacific flight, you can use either the Cebu Pacific website or the Cebu Pacific app. Online check-in is available from 48 hours up to 1 hour before domestic flights and 48 hours up to 2 hours before international flights.
Cebu Pacific customer service policies
Most Cebu Pacific fares are non-refundable for voluntary cancellations. Passengers who purchase the CEB Flexi add-on may cancel and convert the booking value to a travel fund. Refunds are available when the airline cancels or significantly delays a flight, or in cases of medical emergency or bereavement. Refunds to the original payment method are processed within 15 days of the request; up to two billing cycles may pass before the credit appears.
Cebu Pacific's conditions of carriage govern the terms under which the airline transports passengers and baggage, including ticketing, check-in requirements, baggage allowances, flight changes, liability limitations, and applicable Philippine and international air law. Fare rules are incorporated by reference and vary by ticket type.
Cebu Pacific's website terms of use set out the conditions for using cebupacificair.com, including intellectual property rights, permitted uses of website content, limitations on liability for website errors, and requirements for online booking.
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 November 6, 2026.
