PAL has you covered
LAST UPDATED: SEPTEMBER 3, 2024, 16:30 PM
For your convenience and non-urgent ticket requests, please use the PAL Help page. It handles flight disruptions, special services, refund follow-up, and more! For any ticket or booking-related request that needs immediate assistance our voice and non-voice channels are open to serve our passengers.
If your travel plans have changed, and 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 the policies and procedures related to missed flights, including how to avoid automatic cancellations, the process for reinstating cancelled bookings, and details on associated fees and ticket validity.
What are your options for changes to your booking?
If your flight is affected by cancellations or travel bans:
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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. 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 |
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Rebook or Reroute your ticket. |
Rebook to another PAL 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 the date of ticket expiry); no additional charge will be collected.
If your flight was affected by the cancellation and the system has already implemented the change, you may rebook your ticket using the link below.
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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.
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If your flight is not affected by cancellations, 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 March 01, 2023) |
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Fare Brand |
Economy Supersaver |
Economy Saver |
Economy Value |
Economy Flex |
Premium Economy |
Business Value |
Business Flex |
Rebook1 |
Fare rules apply | ||||||
Convert to Travel Credits 2 |
Not eligible |
Convert the unused net value and unused taxes of the ticket to Travel Credits |
DOMESTIC TICKETS (issued effective January 16, 2023) |
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Fare Brand |
Economy Supersaver |
Economy Saver |
Economy Value |
Economy Flex |
Comfort Class |
Business Value |
Business Flex |
Rebook1 |
UNLIMITED FREE rebooking
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Convert to Travel Credits 2 |
Not eligible |
Convert the unused net value and unused taxes of the ticket to Travel Credits |
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Refund3 |
Non-Refundable | PHP 2,300 | PHP 2,000 | Refundable without fees | PHP 1,000 | PHP 1,200 | 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. To avail of free rebooking charges, rebooking request must be made according to this schedule.
2 Request 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.
3 Refund Policy:
- International Tickets: Request for refund must be made at least 24 hours before your original flight to avoid a no-show fee.
- Domestic Tickets: Request for refund must be made at least 4 hours before your original flight to avoid a no-show fee.
To know more about the details of your fare conditions, visit Fare Rules and Conditions page.
You can also submit requests through our PAL Reservations Hotline and Ticket Offices.
Visit the PAL ticket office contact us page to view the operating hours of the ticket office nearest you.
Our PAL Customer Hotlines will also be open to serve you 24 hours a day, 7 days a week.
Talk with Us (24/7)
Manila, Philippines Landline: (+632) 8855-8888,
Philippines Mobile: (+63) 919-056-2255
United States and Canada: 1-800-I-FLY-PAL / 1-800-435-9725
MyPAL Assist Click to Call (VoIP)
No telecom charges if you're connected to the internet.
Chat with Us (24/7)
Messenger or go to www.Facebook.com/PhilippineAirlines
Viber
Whatsapp
Add PAL as a new contact (+63) 998-951-4359 to start chatting
Web Chat
Your refunds application requests may be submitted through the PAL Ticket Offices or our PAL Reservations Hotline. You will be given a Refund Application Reference Number upon initial application of your request.
Only passengers who initially paid in full or a portion of their tickets in cash may avail of 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. 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.
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:
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.