Passenger Options

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	Premium Economy	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, 100	PHP 1,200	Refundable without fees

Notes:
¹Rebook 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.
Until January 31, 2022	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

²Request 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

³Request 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.

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	5:00 AM to 10:00 PM
NAIA Terminal 2	2:00 AM to 10:00 PM
NAIA Terminal 3	8:00 AM to 5:00 PM
City Ticket Offices	Schedule
Filinvest Cubao Ortigas Avenue Padre Faura Domestic Road 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)

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 booking.

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 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 the myPAL Request Hub, PAL 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 the cash deposit, 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. CASH DEPOSIT OPTION

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

1. For passenger’s own bank account
a. Bank Validated Deposit Slip or bank book reflecting the bank name, account name, and account number of the passenger;
b. Two (2) Government-issued** valid identification of the passenger-account holder
c. Signed cash deposit acknowledgement letter from the passenger-account holder signifying acceptance of cash deposit.

2. For passengers with the same surname under the same application authority requesting deposit to only one (1) account:
a. Bank Validated Deposit Slip or bank book reflecting the bank name, account name (surname must be the same for all), and account number of the passenger account holder;
b. Two (2) Government-issued** valid identification of the passenger-account holder
c. Signed cash deposit consent letter from the passenger-account holder signifying agreement to accept the cash deposit for all travelers. The signature in the authorization letter should match the signature appearing in the submitted IDs.
d. Signed cash deposit authorization letter from all other passengers signifying agreement to have all cash refunds deposited to a single 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).
e. 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 Bank Account numbers.
a. Bank Validated Deposit Slip or bank book reflecting the bank name, account name, and account number of the passenger-account holder;
b. Two (2) Government-issued* valid identification of the passenger-account holder.
Note: If there is any passenger without a bank account in the same refund application authority, cash deposit may be done, provided the following are submitted:
a. Bank Validated Deposit Slip or bank book reflecting the bank name, account name (and account number of the passenger-account holder;
b. Two (2) Government-issued** valid identification of the passenger-account holder
c. Signed cash deposit consent letter from the passenger account holder signifying agreement to accept the cash deposit for the other passenger/s The signature in the authorization letter should match the signature appearing on the submitted IDs.
d. Signed cash deposit authorization letter from the other passenger/s signifying agreement to have the cash refund deposited to another account with a different 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).
e. Two (2) Government-issued** valid identification of each of the other passengers (OR parent/guardian for minors and incapacitated passengers). **SSS, Driver’s License, Passport, PRC, IBP, etc.

B. 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

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

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;
Two (2) Government-issued** valid identification of the passenger-account holder
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.
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).
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.

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;
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:

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;
Two (2) Government-issued** valid identification of the passenger-account holder
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.
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) .
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.

C. 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.