CAGAYAN DE ORO CITY - The Civil Aeronautics Board (CAB) has directed all domestic airlines to provide immediate, flexible financial relief to passengers affected by the magnitude 7.8 Mindanao earthquake. Under an advisory issued June 8, the regulator requested that air carriers provide "flexible and compassionate passenger flight options," which include full refunds and a 30-day waiver on cancellation fees.

For travelers stranded or delayed by the disaster, this directive means passengers do not have to settle for an expiring travel voucher or credit shell. Under the Philippine Air Passenger Compensation Act, or House Bill 03303, travelers hold a clear legal right to demand a full cash refund.

Legal Rights and Delay Thresholds

Because the earthquake is a natural disaster, it is legally classified as an extraordinary circumstance. Under this status, airlines are exempt from paying the additional P3,000 in monetary penalties normally assessed for carrier-fault disruptions.

However, this exemption does not clear airlines of their core duties. The Civil Aeronautics Board emphasizes that the carrier’s legal requirement to provide the choice of a full cash refund or a fee-free rebooking remains mandatory.

Transportation Secretary Banoy Lopez and DOTr officials inspect structural cracks at General Santos International Airport after the Mindanao earthquake.
Transportation Secretary Banoy Lopez, center, and Department of Transportation officials inspect structural damage at General Santos International Airport on Tuesday, June 9, 2026, following a magnitude 7.8 earthquake. The facility is closed to commercial traffic but remains open for emergency and humanitarian relief flights. (Photo/CAAP)

Legal options scale based on the exact duration of the terminal delay:

  • 3 to 5 Hours: Passengers have the legal right to reject the delay and demand either a full refund or a free transfer to the next available flight.
  • 6 Hours or More: The delay is legally considered a de facto cancellation. The airline must offer a full cash refund, free rebooking, or a transfer to a rival airline. Carriers must also provide free meals, communication access, and hotel lodging with two-way transportation if an overnight stay becomes necessary.

Step 1: Gather Document Proof

Airlines will not process emergency refunds without verified documentation. Passengers should secure these four items before filing a claim:

  • The Ticket Receipt: The official written contract of carriage.
  •  Official CAAP Certification: Visit the Civil Aviation Authority of the Philippines terminal desk to request a certified "Certification of Flight Cancellation or Flight Delay/Disruption" under Memorandum Circular MC-25-13.
  • Airline Disruption Notice: Save the automated text message or email notification sent by the carrier.
  • Status Screenshot: Take a digital capture of the canceled flight profile inside the airline’s mobile app or website.
Debris from a collapsed drywall and metal grid ceiling litters rows of silver passenger chairs inside the General Santos International Airport terminal after a magnitude 7.8 earthquake.
Debris from a collapsed ceiling covers passenger seating inside the General Santos International Airport terminal in General Santos City, Philippines, on Wednesday, June 10, 2026, following a magnitude 7.8 earthquake that struck the region. The facility remains closed to commercial flights while structural engineers conduct safety assessments.Transportation Secretary Banoy Lopez, center, and Department of Transportation officials inspect structural damage at General Santos International Airport on Tuesday, June 9, 2026, following a magnitude 7.8 earthquake. The facility is closed to commercial traffic but remains open for emergency and humanitarian relief flights. (Photo/CAAP)

Step 2: File Through Direct Agency Portals

Travelers can bypass crowded airport service counters by submitting claims directly through official digital channels:

Cebu Pacific has informed affected passengers of their options via email. To process a refund, passengers should:

  • Access the Manage Booking Portal: Use the portal on the official website at cebupacificair.com/manage-booking.
  • Select "Refund": This option allows for a full refund of the ticket.
  • Alternative Support: For questions, travelers can use the Online Chat Support on the website or reach out via the airline's official Facebook and X, formerly known as Twitter, accounts.

While, Philippine Airlines allows passengers to request a full refund without penalties, subject to applicable policies. Passengers can initiate this through several channels:

o Manila Landline: (+632) 8539-0000 or (+632) 8855-8888

o Philippines Mobile: (+63) 919-056-2255

o U.S. and Canada Toll-Free: 1-800-435-9725

DOTr Secretary Banoy Lopez surveys earthquake damage at the General Santos International Airport terminal building.
Department of Transportation officials, led by Secretary Banoy Lopez, assess earthquake damage at the General Santos International Airport terminal on Tuesday, June 9, 2026. The executive branch ordered the facility to prioritize government and humanitarian relief flights while commercial operations are suspended. (Photo/DOTr)

Processing Timelines and Legal Rights

Regardless of the airline, the Civil Aeronautics Board has requested that all carriers provide flexible options, including full refunds, for 30 days following the June 8 earthquake. According to the Air Passenger Compensation Act:

  • Cash Purchases: Refunds should be provided immediately.
  • Credit Card Purchases: The refund must be processed within seven business days.

While airlines are exempt from paying additional monetary penalties because an earthquake is considered an extraordinary circumstance, they are still legally required to provide the full refund of the ticket price if the passenger chooses that option.

How to Escalate a Denied Claim

If an airline customer representative denies a cash claim, delays the transaction past legal timelines, or automatically converts a ticket into a voucher without consent, passengers can seek government intervention.

Travelers can bypass corporate customer service lines and email their gathered documentation and claim reference numbers directly to the Civil Aeronautics Board Legal and Enforcement Division at legal@cab.gov.ph for immediate regulatory mediation.