Passenger Options
Know your options for changes to existing bookings

FLEXIBLE BOOKING

PAL has you covered

LAST UPDATED: APRIL 01, 2022, 16:30 PM

Your current tickets are safe and valid. Keep your booking protected with enhanced polices to give you more flexibility due to the evolving COVID-19 situation and uncertainties of travel. We have enhanced some of our polices to give you more flexibility due to the evolving COVID-19 situation, and uncertainties of travel.

For your safety including those around you, travelers who test positive for COVID-19 are not allowed to board in any Philippine Airlines flight or visit any of its offices (PAL Ticket Offices, Cargo Offices, etc.). For your convenience, you can make changes to your bookings through our Reservations Hotline or myPAL Request Hub, with more details found under this page. 

If your travel plans have changed, whether it is affected by travel rules or you will not take the flight voluntarily, please ensure to cancel your booking 24 hours before departure to avoid unnecessary fees

Visit the No-show Downline Cancellation page, to know more about.

Last updated: APRIL 01, 2022, 16:30 PM

We assure you that your current tickets are safe and remain valid. We have enhanced some of our polices to give you more flexibility due to the evolving COVID-19 situation, and uncertainties of travel.


For your safety including those around you, travelers who test positive for COVID-19 are not allowed to board in any Philippine Airlines flight or visit any of its offices (PAL Ticket Offices, Cargo Offices, etc.). For your convenience, you can make changes to your bookings through our Reservations Hotline or myPAL Request Hub, with more details found under this page.


If your travel plans have changed, whether it is affected by travel rules or you will not take the flight voluntarily, please ensure to cancel your booking 24 hours before departure to avoid unnecessary fees


Visit the No-show Downline Cancellation page, to know more about.


What are your options for changes to your booking?

If your flight is affected by cancellations or travel bans:

 

 

Convert your ticket to Travel Credits

 

Equivalent to the unused net value and unused taxes of our ticket. The unused net value refers to the unused base fare net of commission and other charges/fees. Voucher validity is 2 years from date of issuance. Travel Credits conversion must be done before ticket expiry. Travel is subject to fare rules of the redeemed ticket. Click here for the complete terms and conditions of the Travel Credits

 

 

 

Rebook or Reroute your ticket. Unlimited (No rebooking fee)

 

Rebook to another flight with available space within 60 days after the original flight in the same booking class or higher within the same cabin class provided that the selected date is within the period of validity of the ticket (or within thirty days from date of ticket expiry); no additional charge.

 

For rerouting, fare difference, taxes, and no show fee may be collected.

 

 

Refund your ticket without penalties, excluding Ticketing Service Charge (TSC)

 

Note: For domestic tickets issued starting March 01, 2021, the Ticketing Service Charge (TSC) is refundable for unused tickets and non-refundable for used (partial or full) tickets.

 

 

If your flight is not affected by cancellations or travel ban, you can make voluntary changes to your flight following the new No-Worry Flight Fare Brand. All changes shall be made within ticket validity and applicable change fees shall be assessed on the fare conditions of the route.


INTERNATIONAL TICKETS (issued effective February 01, 2022)

Fare Brand

Economy Supersaver

Economy Saver

Economy Value

Economy Flex

Premium Economy

Business Value

Business Flex

Rebook1

(Tickets Issued until on/before Jan 31, 2022)

UNLIMITED FREE rebooking

  • Dubai & Doha - Rebooking must be done at least 24 hours prior to original departure date. Otherwise, applicable penalties shall apply. Subject to fare difference if applicable.

  • All remaining PR International route - Rebooking must be done at least 4 days prior to original departure date. Otherwise, applicable penalties shall apply. Subject to fare difference if applicable.

Rebook1

(Tickets Issued on/or after Feb 01, 2022)

UNLIMITED FREE rebooking

  • Rebooking must be done at least 24 hours prior to original departure date. Otherwise, applicable penalties shall apply. Subject to fare difference if applicable.

 

Convert to Travel Credits 2

Not eligible

Convert the unused net value and unused taxes of the ticket to Travel Credits

Refund3

Non-Refundable

Totally Unused: Refundable with fee
Partially Used: Non- Refundable

Refundable without fees

Refundable with fee

Totally Unused: Refundable with fee
Partially Used: Non- Refundable

Refundable without fees

 

DOMESTIC TICKETS (issued effective February 01, 2022)

Fare Brand

Economy Supersaver

Economy Saver

Economy Value

Economy Flex

Comfort Class

Business Value

Business Flex

Rebook1

(Tickets Issued until on/after Feb 01, 2022

UNLIMITED FREE rebooking

  • Rebooking must be done at least 24 hours prior to original departure date. Otherwise, applicable penalties

Convert to Travel Credits 2

Not eligible

Convert the unused net value and unused taxes of the ticket to Travel Credits

Refund3
Per Sector

Non-Refundable

PHP 2,300

PHP 2,000

Refundable without fees

PHP 1,000

PHP 1,200

Refundable without fees

 

Notes:
Rebook within the same booking class and seasonality (government taxes may apply). Otherwise, fare difference, taxes, and no show fee may be collected. To avail of free rebooking charges, rebooking request must be made according to this schedule:

INTERNATIONAL TICKETS

Ticket Issuance Date

Route

Condition

April 23-December 31, 2021

All routes except
ex-US/CA/HKG/DXB

Rebooking must be made at least 4 days before original flight date

April 26-December 31, 2021

Ex-US/CA/HKG and PH-HKG

March 1-December 31, 2021

PH-DXB

Rebooking must be made at least 24 hours before original flight date

February 26-December 31, 2021

DXB-PH

Until January 31, 2022

All routes except DXB

Rebooking must be done at least 4 days prior to original departure date.

Between PH to DXB

Rebooking must be done at least 24 hours prior to original departure date. Otherwise, applicable penalties shall apply

On or After February 01, 2022   All Routes    Rebooking must be done at least 24 hours prior to original departure date. Otherwise, applicable penalties shall apply. Subject to fare difference if applicable. 

DOMESTIC TICKETS

Ticket Issuance Date

Fare Family

Condition

April 23, 2021 - January 31, 2022

Economy Supersaver

Rebooking must be made at least 72 hours before original flight date

Until April 22, 2021

Economy Supersaver

Rebooking must be made at least 7 days before original flight date

Until January 31, 2022 

Economy Saver to Business Value

Rebooking must be made at least 72 hours before original flight date

On or After February 01, 2022  

Economy Supersaver to Business Flex  

Rebooking must be made at least 24 hours before original flight date 

 

2 Request for Travel Credits conversion must be made at least 24 hours before the original flight to avoid no show fee or within ticket validity (whichever comes first).

Note:

  • For partially used international tickets, the Economy Saver, Economy Value and Business Value are not applicable for Travel Credit conversion.
  • Waiver of Refund Service fee for conversion requests made ten (10) days before the flight


Request for refund must be made at least 24 hours before the original flight to avoid no show fee.

How can you make changes to your booking?
If you booked through the PAL Website, mobile app, Reservations Hotline and Ticket Office, submit your rebooking, Travel Credits , and refund requests from the comfort and safety of your home through myPAL Request Hub.

 

You can also submit requests through our PAL Reservations Hotline and Ticket Offices.

Visit the PAL ticket office contact us page to view the operating hours of the ticket office nearest you.

Our PAL Customer Hotlines will also be open to serve you 14 hours per day (15 hours for US and Canada, 12 hours for UK), 7 days a week. We are targeting to return to 24-hour operations once the Community Quarantine period is lifted. Here's our temporary schedule:


Manila, Philippines Landline: (+632) 8855-8888,
Philippines Mobile: (+63) 919-056-2255

7:00AM to 9:00PM (PH Time) 

 

United States and Canada: 1-800-I-FLY-PAL / 1-800-435-9725

3:00 AM to 6:00 PM (Hawaii Time)

5:00 AM to 8:00 PM (Pacific Time)

8:00 AM to 11:00 PM (Eastern Time)

 

United Kingdom: +44 08081649888

8:00 AM to 8:00 PM (UK Time)

If you booked through a travel agency / online travel agency / third-party website, please contact them directly for any changes to your 

How can I refund my ticket?
If your flight is affected by cancellations or travel ban, you are eligible for a refund without penalties. If your flight is not affected by cancellations or travel banwe’re also offering you the option to refund your ticket subject to fare rules. The refund may be subject to applicable penalties depending on the schedule, status, and issuance date of your ticket.

We are experiencing some delays in processing due to the unusually high volume of refund requests we have been receiving. This is because of the abrupt changes in passengers’ travel plans brought about by the restrictions imposed for International and Domestic travels. We continue to work on improving our processes to address this.

Your refunds application requests may be submitted through the myPAL Request HubPAL Ticket Offices or our PAL Reservations Hotline. You will be given a Refund Application Reference Number upon initial application of your request.

FOR CASH TRANSACTIONS

Only passengers who initially paid in full or a portion of their tickets in cash may avail of GCash disbursement or pick-up option. For multiple forms of payment in one (1) ticket, only the cash value will be released. The card value will be credited back to the account used to purchase the ticket.

 

A. GCASH DISBURSEMENT OPTION

GCash disbursement request shall be processed upon verification and approval, provided the following requirements are submitted:

 

1. For passenger’s own GCash account

 

  1. Screenshot of GCash account profile page reflecting the account name, mobile number of the passenger and that the GCash account is fully verified;
  2. Two (2) Government-issued** valid identification of the passenger-account holder
  3. Signed GCash disbursement acknowledgment letter from the passenger-account holder signifying acceptance of GCash disbursement.

 

2. For passengers with the same surname under the same application authority requesting GCash disbursement to only one (1) account:

 

  1. Screenshot of GCash User Profile page reflecting the account name, mobile number of the passenger-account holder (surname must be the same for all) and that the GCash account is fully verified;
  2. Two (2) Government-issued** valid identification of the passenger-account holder
  3. Signed GCash disbursement consent letter from the passenger-account holder signifying agreement to accept the GCash disbursement for all travelers. The signature in the authorization letter should match the signature appearing in the submitted IDs.
  4. Signed GCash disbursement authorization letter from all other passengers signifying agreement to have all cash refunds disbursed to a single GCash account. For minor or incapacitated passengers, the request/authorization letter must be signed by the parent or guardian with proof of relationship to the minor or incapacitated person (e.g. birth certificate of the minor or any court-issued document appointing the guardian).
  5. Two (2) Government-issued** valid identification of each of the passengers (OR the parent/guardian for minors and incapacitated passengers).

 

3. For passengers with different surnames, under the same refund application authority:

 

            Each passenger should submit their individual GCash account mobile numbers.

 

  1. Screenshot of GCash User Profile page reflecting the account name, mobile number of the passenger-account holder and that the GCash account is fully verified;
  2. Two (2) Government-issued* valid identification of the passenger-account holder.

Note: If there is any passenger without a GCash account in the same refund application authority, GCash disbursement may be done, provided the following are submitted:

 

  1. Screenshot of GCash User Profile page reflecting the account name, mobile number of the passenger-account holder and that the GCash account is fully verified;
  2. Two (2) Government-issued** valid identification of the passenger-account holder
  3. Signed GCash disbursement consent letter from the passenger account holder signifying agreement to accept the GCash disbursement for the other passenger/s. The signature in the authorization letter should match the signature appearing on the submitted IDs.
  4. Signed GCash disbursement authorization letter from the other passenger/s signifying agreement to have the cash refund disbursed to another account with a different GCash account name (For minor or incapacitated passengers, the request/authorization letter must be signed by the parent or guardian with proof of relationship to the minor or incapacitated person. (e.g. birth certificate of the minor or any court-issued document appointing the guardian) .
  5. Two (2) Government-issued** valid identification of each of the other passengers (OR the parent/guardian for minors and incapacitated passengers).     

**SSS, Driver’s License, Passport, PRC, IBP, etc.

 

B. CASH PICK-UP OPTION

Cash pick-up request shall be processed upon verification and approval, provided the following requirements are submitted:

 

1. For Passengers:

a. Refund application receipt and/or this refunds advisory email copy

b. Original Government-issued* Valid Identification with photo and signature

 

2. For Passengers outside the PH:

   (We can pre-arrange pickup at any international PAL station nearest you)

a. Refund application receipt and/or this refunds advisory email copy

b. Government-issued** valid identification with photo and signature reflecting the international address

 

3. For Authorized Representative:

a. Refund application receipt and/or this email copy

b. Photocopy of two (2) Government-issued* Valid Identification of the passenger/s with photo and signature

c. Signed authorization letter from passenger/s signifying agreement to have the authorized representative claim the refund value. For minor or incapacitated passengers, the request/authorization letter must be signed by the parent or guardian with proof of relationship to the minor or incapacitated person (e.g. birth certificate of the minor or any court issued document appointing the guardian.

d. Signed acknowledgment letter from the authorized representative with signature matching that of what is in the ID presented

e. Two (2) Government-issued** valid identification of the passenger/s (OR the parent/guardian for minors and incapacitated passengers) signifying agreement to have the authorized representative claim the refund value. The signature/s in authorization letter should match the signature appearing on the submitted IDs.

  *SSS, Driver’s License, Passport, Professional License, PRC, IBP etc

FOR CREDIT CARD TRANSACTIONS

FOR CREDIT CARD TRANSACTIONS

If the credit card used is not under the passenger’s account name, the passenger and credit card holder both agree that:


Either the passenger OR credit card holder may apply for a refund, provided that the credit card holder must present a copy of the passenger’s government-issued ID and passenger’s duly signed authorization letter for the said purpose..
PAL shall not be held liable to the passenger and/or credit card holder for any and all damages that may result from the ticket cancellation.
 

FOR OTHER PAYMENT OPTIONS

For Alipay, PayPal, GCash, or WeChat payments, your refund shall be credited back to your Alipay, PayPal, Gcash, WeChat account used.

For Alternative Payment Options via 2C2P for Thailand, Indonesia, Malaysia, and Singapore, PAL may contact you to request for additional information (e.g. Bank Account number) to process the refund.