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Last updated: OCTOBER 21, 2021, 03:00 PM 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 bans: |
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.
Notes:
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. The 10% bonus is only applicable for conversion requests submitted until October 31, 2021. Click here for the complete terms and conditions of the Travel Voucher.
4 Request for refund must be made at least 24 hours before the original flight to avoid no show fee. |
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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.
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, 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. Important Reminders and Requirements: |
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Only passengers who initially paid in full or a portion of their tickets in cash may avail of the cash deposit 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.
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. 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
If the credit card used is not under the passenger’s account name, the passenger and credit card holder both agree that:
FOR OTHER PAYMENT OPTIONS 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. |
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