Refund Policy

Refund Policy

Refund of a Ticket or any of its unused portion, including taxes, fees, or any other amount either collected by the passenger or on the passenger’s behalf by any third party, shall be subject to the conditions of the ticket and PAL’s Conditions of Carriage.

 

Download the PAL Mobile App here:

 

 

Eligibility

Refund of Philippine Airlines issued tickets may be requested in PAL’s website and PAL Mobile App except for the following:

  • Reissued tickets

  • Bookings paid using Billease, ATM/Online Banking, Over the Counter payments, DragonPay, Travel Voucher, and Cash payments.

  • Award tickets (Mabuhay Miles Redeemed Ticket)

  • Bookings with split forms of payment

  • Bookings with unconfirmed flight status

  • Non-revenue / Staff Travel tickets

  • Tickets Issued at the Ticket Office

  • Online bookings with late released tickets

  • Tickets issued by travel agents, GSAs and DSAs both paid offline.

  • For further assistance with the scenarios above,  refund requests may be assessed through the Reservations Hotline (+632 8855-8888, (+63) 919-056-2255, or US and Canada Toll-Free Number 1-800-435-9725), any of our PAL Ticket offices, and/or through the PAL Help Page

  • For tickets with U.S. segments that are purchased at least seven (7) days before a flight’s scheduled time of departure (STD) you may cancel your reservation and receive a full refund without penalty within 24 hours from your purchase of the ticket(s).  Please reach out to any available PAL voice and non-voice channels.

  • Facilitating Refunds of bookings with U.S. Segments issued within 24 hours and booked at least seven (7) days before scheduled time of departure (STD) through Manage My Booking is currently not supported, and opting to proceed with this will incur applicable fees.

  • Other changes to the ticket however (e.g. rebooking to another date, or correction of a misspelled name), shall be subject to charges. 

  • The policy on the 24-hour refund without penalties on tickets with U.S. segments does not apply to tickets booked through online travel agencies, travel agents, or other third-party agents. Please contact your travel agent to obtain a refund. 

 

  • Involuntary refunds can only be processed thru contact center and ticket offices. 

  • Facilitating Involuntary refund through Manage My Booking is currently not supported, and opting to proceed with this will incur applicable fees.

 

To view more information, please visit Philippine Airlines General Conditions of Carriage (GCOC) page.

 

IMPORTANT NOTICE: If your travel plans have changed, whether as affected by travel rules or in case you will not take the flight voluntarily, please ensure to cancel your booking 24 hours before departure to avoid cancellation of your subsequent tickets and unnecessary fees.


Visit the No-show Downline Cancellation page as per PAL’s GCOC for further details. 

 

 

VOLUNTARY REFUND

Voluntary refund may be made through the Manage Booking Facility on PAL mobile app. Refund may be subject to applicable penalties depending on the fare restrictions and conditions of your ticket. Fare breakdown is automatically calculated. Proceeding with the refund implies your agreement with the actual refundable amount.

 

Important Notes:

  • A non-refundable ticket can only be refunded for unused taxes.

  • Cancelling of your PAL ticket may be made through the Manage My Booking facility if your ticket is issued directly from any PAL channels. If you opt to refund your ticket, refund penalties may apply.

  • Refund request will be initiated after 5-10 banking days depending on the payment form used.

  • For tickets with U.S. segments that are purchased at least seven (7) days before a flight’s scheduled time of departure (STD) you may cancel your reservation and receive a full refund without penalty within 24 hours from your purchase of the ticket(s). Please reach out to any available PAL voice and non-voice channels.

  • Facilitating Refunds of bookings with U.S. segments issued within 24 hours and booked at least seven (7) days before scheduled time of departure (STD) through Manage My Booking is currently not supported, and opting to proceed with this will incur applicable fees.

  • Other changes to the ticket however (e.g. rebooking to another date, or correction of a misspelled name), shall be subject to charges. 

  • The policy on the 24-hour refund without penalties on tickets with US segments does not apply to tickets booked through online travel agencies, travel agents, or other third-party agents. Please contact your travel agent to obtain a refund. 

 

 

REFUNDABLE TICKETS

Refundable tickets are subject to the conditions of your ticket.

 

To know more about the conditions of your ticket, please visit Fare Rules and Conditions page.

 

 

NON-REFUNDABLE FARE

If you cancel a non-refundable ticket, only taxes will be refunded. The refund will be credited to the original form of payment used to purchase the ticket. The refunded amount will follow the payment's original exchange rate.

 

NOTE: Other charges imposed by your issuing bank is beyond PAL's control.

 

To know more about the conditions of your ticket, please visit Fare Rules and Conditions page.

 

 

PARTIALLY USED TICKETS

Cancelling your remaining flights may be made through the Manage My Booking facility, but refunding the unused flights is subject to your ticket's conditions.

 

 

 

INVOLUNTARY REFUND

If PAL cancels a flight or reasonably fails to operate a flight according to schedule or fails to stop at a point to which you are destined or ticketed to Stopover, or is unable to provide previously confirmed space, the amount of the refund shall be subject to these Conditions of Carriage, PAL’s Tariffs, and applicable laws, rules, and government regulations.

 

For bookings issued through a Travel Agency, refund requests must be facilitated through the original issuing office or travel partners.

 

NOTE: 

  • Involuntary refunds can only be processed thru contact center and ticket offices. 

  • Facilitating Involuntary refund through Manage My Booking is currently not supported, and opting to proceed with this will incur applicable fees.

 

 

PAYMENT MODES

 

Alipay

If no ticket has been issued due to system timeout and if the passenger’s Alipay account has been charged, passenger may apply for refund by calling our Reservations Hotline at 02 8888 5555 or our Toll-Free Number at 1-800-435-9725 or click Contact Us to view our directory for other areas. Please note that our hotline is open to serve you daily (7:00AM to 9:00PM Pacific Time or 9:00AM to 11:00PM Eastern Time).


The refund shall be credited back to passenger’s Alipay account.

 

Mastercard/Visa/American Express/JCB Credit/Debit Cards/UATP/Diners Club/Discover Card

The refund will be credited back to the credit card account used for ticket purchase. In case such account is closed, refund shall be directly credited back to the bank that issued the closed credit card account (“issuing bank”). The cardholder must collect from the issuing bank the amount credited back by PAL to said issuing bank.

 

If the credit card used is not under the passenger’s account name, the passenger, and the credit card holder both agree that:

  • Either the passenger or credit card holder may apply for refund application, provided that the credit card holder must present:

  • A copy of passenger’s government-issued ID; and 

  • Passenger’s duly signed authorization letter for the said purpose;

  • The refund will automatically be credited to the credit card account used; and

  • PAL shall not be held liable to passenger and/or credit card holder for any and all damages that may result from the ticket cancellation.

 

PayPal/Gcash/WeChatPay/GrabPay/Alipay/Billease/China Union Pay/Online Banking

The refund will be credited back directly to the PayPal, GCash, WeChatPay, GrabPay, Alipay, Billease, China Union Pay, Online Banking account used.

 

NOTE: For Over-the-Counter and ATM/Kiosk payments, PAL may get in touch with the customer to request for additional information (e.g. Bank Account number) to process the refund.

 

 

MULTI-CURRENCY PRICING

 

Refunds will be processed in the converted currency chosen upon booking, using the same exchange rate at the time of booking.

 

To know more about the Multi-Currency Pricing, visit the Multi-Currency Pricing Page.

 

Transactions made online via our website and mobile apps are considered purchases in the Philippines.

 

The refunded amount will follow the payment's original exchange rate.

 

NOTE: Other charges imposed by your issuing bank is beyond PAL's control. Philippine Airlines has no connection to your bank’s credit card policies and may not be held liable for any additional charges or unwanted changes initiated by the cardholder’s bank, additional charges may include, but are not limited to: 

  • Additional fees when changing currencies. Please refer to your credit card’s applicable Terms & Conditions. 

  • Additional fees when the credit card used was issued outside the Philippines. Please refer to your credit card’s applicable Terms & Conditions.