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    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.

    Last updated: JUNE 1, 2020, 12:30 PM

    What are your options for changes to your booking?

    If your flight is affected by cancellations or travel ban (from February 2 to June 30, 2020), you can:
     





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

    Equivalent to the unused ticket value PLUS an additional 10% of the unused base fare. 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. Requests must be made until November 30, 2020. Click here to know more.




    Rebook or Reroute your ticket.

    Unlimited (No rebooking fee)
    • For first rebooking: No fare difference (same cabin class, travel on or before November 30, 2020 or ticket validity, whichever comes first, with blackout dates for United States and Canada). Requests must be made until November 30, 2020.
    • For succeeding rebookings: Fare difference and taxes may be collected. Cancel at least 24 hours before your flight to avoid no show fee (fare rules and conditions must be based on the original booking class, travel completed until June 30, 2021, or ticket validity, whichever comes first)

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

    Blackout dates for United States and Canada:
    • Canada/United States to Manila: June 15, 2020 until July 31, 2020
    • Manila to Canada/United States: July 15, 2020 until September 15, 2020




    Refund your ticket without penalties.

    If your flight is not affected by cancellations or travel ban (from June 1, 2020 onwards), we’re offering the following options if you wish to change your travel plans:





    Convert your ticket to a Travel Voucher. 

    Equivalent to the unused ticket value. Valid for 1 year for travel subject to fare rules of the redeemed ticket. Requests must be made at least 7 days before departure and until November 30, 2020. Click here to know more.





    Rebook or Reroute your ticket.

    • One time free rebooking fee
    • Travel within ticket validity.
    • Fare differences, taxes, and no show fee may be collected. 
    • For rerouting, fare difference, taxes, and no show fee may also be collected. 




    Refund your ticket subject to fare rules.

    Please note that voluntary changes for tickets issued beyond April 30, 2020 will be subject to fare rules and conditions of the ticket.

    When should you request for changes?

    If your flight is affected by cancellations or travel ban (from February 2 to June 30, 2020), processing of initial request will be allowed even after the community quarantine period, and even after your original flight. Requests for conversion to travel voucher must be made on or before November 30, 2020.

    If your flight is not affected by cancellations or travel ban (from June 1, 2020 onwards), and you’re opting for voluntary changes, process your requests at least 7 days before flight departure and until November 30, 2020. 

    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. The following PAL Ticket Offices in Manila will operate starting June 1, 2020:


    Ticket Office

    Schedule

    NAIA Terminal 2

    Daily (including holidays)

    08:00AM to 10:00PM

    Cubao, Filinvest, Makati, Padre Faura, and

    PNB Financial Center

    Monday to Friday
    (closed every Saturday, Sunday, and Holidays)

    09:00AM to 5:00PM

    Starting April 13, 2020, our PAL Customer Hotlines will also be open to serve you 12 hours per day, 7 days a week. We are targeting to return to 24-hour operations once the Luzon-wide Community Quarantine period is lifted. Here's our temporary schedule:

    Philippines: +632 8855-8888
    8:00 AM to 8:00 PM (PH Time)

    United States and Canada: 1-800-I-FLY-PAL / 1-800-435-9725
    5:00 AM to 5:00 PM (Hawaii Time)
    8:00 AM to 8:00 PM (Pacific Time)
    8:00 AM to 8:00 PM (Eastern 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 to June 30, 2020), you are eligible for a refund without penalties. If your flight is not affected by cancellations or travel ban (from June 1 onwards), 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. 

    Due to the high volume of requests and limitations from the Enhanced Community Quarantine in the Philippines, there may be some delays in processing of refunds. We ask for your patience and understanding during this busy period.

    REFUND OF CASH PAYMENTS
    • For cash payments made through PAL Ticket Offices, your refund can be processed at any of our Ticket Offices once operations resume, after the Enhanced Community Quarantine is lifted. Please refer to the list of PAL Ticket Offices.
    • For cash payments made through Payment Centers, your refund can be processed at any of our Ticket Offices once operations resume or our PAL Reservations Hotline.

    REFUND OF DEBIT AND CREDIT CARD PAYMENTS
    • For Mastercard, Visa, American Express, JCB Credit or Debit Card payments, your refund can be processed through our myPAL Request Hub or our PAL Reservations Hotline. The refund shall be credited back to the card account used.
    • 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.


    REFUND OF OTHER PAYMENTS 
    • For Alipay, PayPal, GCash, or WeChat payments, your refund can be processed through our myPAL Request Hub or our PAL Reservations Hotline. The 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, you can also request through myPAL Request Hub or our PAL Reservations Hotline. PAL may contact you to request for additional information (e.g. Bank Account number) to process the refund.


    How long can I expect my refund to be credited back to my account?

    For tickets purchased using credit card, Alipay, Gcash, Paypal, and Wechat Pay, the amount will be credited back to the account used at around 90 banking days (or an average of 2-3 billing cycles) from the date of processing.