×

headerImageDesktop headerImageMobile

Last updated: JULY 19, 2021, 02:30 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.


What are your options for changes to your booking?

If your flight is affected by cancellations or travel ban (from February 2, 2020 to October 31, 2021), you can:





Convert to a Travel Voucher and get more value for your ticket.

Equivalent to the unused net value and unused taxes of your ticket PLUS 10% of the unused net value. The unused net value refers to the unused base fare net of commission and other charges/fees. This benefit is available only among passengers who have not made previous changes to their booking. Initially valid for 1 year and can be extended for another year. Travel is subject to fare rules of the redeemed ticket. Click Travel Voucher for the complete terms and conditions.






Rebook or Reroute your ticket.

Unlimited (No rebooking fee)

FOR AFFECTED TRAVELS FROM FEBRUARY 2, 2020-JUNE 30, 2021

  • No rebooking fee and no fare difference for completed travels within the same booking class on or before September 30, 2021 or ticket validity, whichever comes first. Applicable government taxes may be collected. Requests must be made until June 30, 2021.
  • No rebooking fee for completed travels within the same cabin class from October 1-December 31, 2021 and within ticket validity. Fare difference and taxes may be collected. Cancel at least 24 hours before your flight to avoid no show fee.
FOR AFFECTED TRAVELS FROM JULY 1-OCTOBER 31, 2021
  • No rebooking fee and no fare difference for completed travels in the same booking class and within sixty (60) days from the affected flight date. The chosen flight date must be within ticket validity or within 30 days from ticket expiry. Applicable government taxes may be collected.

Passengers holding Philippines to Australia (SYD, MEL, BNE) and Philippines to New Zealand (AKL) tickets who opt to take special PAL flights on December 01, 2020 to August 31, 2021 shall have penalties waived and fare difference/taxes collected, if applicable.


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.

Passengers affected on flight cancellations for Manila-London Heathrow and London Heathrow-Manila routes may either convert their ticket to a travel voucher, or opt for a refund with waived penalties, including Ticketing Service Charge (TSC).

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 until December 31, 2021) 

Fare Brand

Economy Supersaver

Economy Saver

Economy Value

Economy Flex

Premium Economy

Business Value

Business Flex

Rebook1

(Tickets Issued until Nov 25, 2020)

First rebooking FREE

First 2 rebookings FREE

UNLIMITED FREE rebooking

First 2 rebookings FREE

First 2 rebookings FREE

UNLIMITED FREE rebooking

Rebook1

(Tickets Issued from Nov 26, 2020 – Dec 31, 2021)

UNLIMITED FREE rebooking 

Convert to Travel Voucher2

Convert the unused net value and unused taxes of the ticket to a Travel Voucher

Convert the unused net value and unused taxes of the ticket to a Travel Voucher + 10% bonus3

Convert the unused net value and unused taxes of the ticket to a Travel Voucher

Convert the unused net value and unused taxes of the ticket to a Travel Voucher

Convert the unused net value and unused taxes of the ticket to a Travel Voucher + 10% bonus3

Refund4

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 until December 31, 2021)

Fare Brand

Economy Supersaver

Economy Saver

Economy Value

Economy Flex

Premium Economy

Business Value

Business Flex

Rebook1

(Tickets Issued until Sep 20, 2020)

First rebooking FREE

First 2 rebookings FREE

UNLIMITED FREE rebooking

First 2 rebookings FREE

First 2 rebookings FREE

UNLIMITED FREE rebooking

Rebook1

(Tickets Issued from Sep 21, 2020 – Dec 31, 2021) 

UNLIMITED FREE rebooking

Convert to Travel Voucher2

Convert the unused net value and unused taxes of the ticket to a Travel Voucher

Convert the unused net value and unused taxes of the ticket to a Travel Voucher + 10% bonus3

Convert the unused net value and unused taxes of the ticket to a Travel Voucher

Convert the unused net value and unused taxes of the ticket to a Travel Voucher

Convert the unused net value and unused taxes of the ticket to a Travel Voucher + 10% bonus3

Refund4
Per Sector 

Non-Refundable

PHP 2,300

PHP 2,000

Refundable without fees

PHP 1, 100

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:

IINTERNATIONAL 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

Until April 22, 2021

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

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

Until April 25, 2021

Ex-US/CA

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

DOMESTIC TICKETS

Ticket Issuance Date

Fare Family

Condition

April 23-December 31, 2021

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 December 31, 2021

Economy Saver to Business Value

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


2 Request for Travel Voucher conversion must be made at least 24 hours before the original flight to avoid no show fee, and on or before December 31, 2021 or within ticket validity (whichever comes first).

3 The bonus is equal to 10% of the unused net value, which refers to the unused base fare net of commission and other charges/fees.  The Travel Voucher is valid for one year from date of voucher conversion, and may be extended for another year. Click Travel Voucher for the complete terms and conditions.


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


When should you request for changes?

If your flight is affected by cancellations or travel ban (from February 2, 2020 to October 31, 2021), processing of initial request will be allowed even after the community quarantine period, and even after your original flight. 


If your flight is not affected by cancellations or travel ban, and you’re opting for voluntary changes, rebooking must be done before flight departure and according to the fare rules of your ticket to avail of the free rebooking, or at least 24 hours for refund requests to avoid no show fee. These apply for tickets issued until December 31, 2021. 

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 voucher, 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

In compliance with Community Quarantine measures in the Philippines, some PAL Ticket Offices will be closed. Here are the operating hours of PAL Ticket Offices in Metro Manila:


Airport Ticket Offices
Schedule : Monday-Sunday
including holidays

NAIA Terminal 1

05:00AM to 09:00PM

NAIA Terminal 2

04:30AM to 09:00PM

NAIA Terminal 3
06:00AM to 05:00PM
City Ticket Offices
Schedule


Domestic Road

Filinvest

Padre Faura*

Cubao

Ortigas Avenue

Quezon Avenue




09:00 AM to 05:00 PM

Monday-Saturday

(closed on Sunday and holidays)



 

Makati

PNB Financial Center
 

09:00 AM to 05:00 PM

Monday-Friday

(closed on Saturday, Sunday, and holidays)

*Padre Faura Ticket Office will be closed on June 24, 2021.


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:

Philippines: +632 8855-8888
7:00AM to 9:00PM (PH Time)

United States and Canada: 1-800-I-FLY-PAL / 1-800-435-9725
2:00AM to 7:00PM (Hawaii Time)
5:00AM to 10:00PM (Pacific Daylight Time)
8:00AM to 1:00AM (Eastern Daylight 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 booking.

How can I refund my ticket?

If your flight is affected by cancellations or travel ban (from February 2, 2020 to October 31, 2021), you are eligible for a refund without penalties. If your flight is not affected by cancellations or travel ban, we’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 our PAL Ticket Offices, our myPAL Request Hub or our PAL Reservations Hotline. You will be given a Refund Application Reference Number upon initial application of your request.

Important Reminders:

FOR CASH TRANSACTIONS

The passenger or an authorized representative may claim the cash refund upon submission of the following requirements:

  • For Passengers:
  1. Original government-issued* valid identification with photo and signature

  • For Authorized Representative:
  1. Photocopy of any government-issued* valid identification of the passenger/s with photo and signature
  2. Original authorization letter from the passenger/s with signature matching that of the signature appearing in the passenger’s ID
  3. Original government-issued* valid identification of the authorized representative with photo and signature
  • For Travel Agents:
  1. Original copy of the refund application receipt
  2. Original company valid identification with photo and signature
  3. Official receipt
  • For Company of Government Offices:
  1. Original refund application receipt
  2. Original company valid identification with photo and signature

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



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.