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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: SEPTEMBER 17 2020, 08:00 AM


    What are your options for changes to your booking?

    If your flight is affected by cancellations or travel ban (from February 2 to December 31, 2020), 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. Requests must be made until March 31, 2021. 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 March 31, 2021 or ticket validity, whichever comes first), applicable government taxes may be collected. Requests must be made until March 31, 2021. 
    • 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.




    Refund your ticket without penalties.

    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. This applies for tickets issued until October 31, 2020. 


    Fare Brand

    Economy Supersaver

    Economy Saver

    Economy Value

    Economy Flex

    Premium Economy

    Business Value

    Business Flex

    Rebook 7 days before original flight1

    First rebooking FREE

    First 2 rebookings FREE

    UNLIMITED FREE rebooking

    First 2 rebookings FREE

    First 2 rebookings FREE

    UNLIMITED FREE rebooking

    Convert to 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

    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

    Refund2

    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

    Notes:
    1 Rebook within the same booking class and seasonality (government taxes may apply). Otherwise, fare difference, taxes, and no show fee may be collected.
    2 Refund or request for Travel Voucher conversion 24 hours before the original flight to avoid no show fee.
    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. For the complete terms and conditions of the Travel Voucher, click here to know more.


    When should you request for changes?

    If your flight is affected by cancellations or travel ban (from February 2 to December 31, 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 March 31, 2021.


    If your flight is not affected by cancellations or travel ban, and you’re opting for voluntary changes, rebook at least 7 days before flight departure 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 October 31, 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 1 and 2

    Monday to Sunday including holidays

    08:00AM to 05:00PM

    NAIA Terminal 3

    Monday to Saturday
    (Sundays and Holidays- closed)

    09:00AM to 06:00PM

    Filinvest, Padre Faura

    Monday to Saturday
    (Sundays and Holidays- closed)

    09:00AM to 05:00PM

    Cubao, Makati, and PNB Financial Center

    Monday to Friday
    (Saturdays, Sundays, and Holidays- closed)

    09:00AM to 05:00PM (subject to change)

    Ortigas Avenue, Quezon Avenue

    Monday to Saturday
    (Sundays and Holidays- closed)

    09:00AM to 05:00PM



    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 December 31, 2020), 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. 

    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.
    • Please be advised that cash refunds may take 3-5 months, depending on the lifting date of the community quarantine period.   

    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 5 months or 5 billing cycles from the date of processing, depending on the bank’s turnaround times.