Passenger Rights for Flight Cancellations in the Philippines

Compensation, Refunds, and Claims (Practical Guide for 2025)

This is a practical, plain-English explainer of the rules that typically apply in the Philippines. It’s based on the Air Passenger Bill of Rights (APBR)—a joint DOTC/DTI administrative order issued in 2012 and enforced mainly by the Civil Aeronautics Board (CAB)—plus general principles under the Civil Code and standard airline practice. Philippine rules do not mirror the EU’s fixed cash-compensation model (EU261). Instead, they focus on refunds, rebooking/rerouting, and amenities, and allow damages through regular legal remedies when warranted. Regulations and airline policies can change, so verify details in the current APBR text or with CAB if you need to rely on them for a claim.

TL;DR (Quick Answers)

Cancelled flight? You’re entitled to choose among:
1. Full refund (including taxes/terminal fees for unused segments), or
2. Rebooking to a later date without penalties, or
3. Rerouting/endorsement to the next available flight (often even another airline) when the cancellation is airline-caused.
Amenities (meals, hotel, ground transfers, communications) are owed when the disruption is within the airline’s control or when you are stranded because the change was short-notice.
No automatic cash compensation like EU261. Monetary damages may be claimed if the airline acts in bad faith or is negligent, under the Civil Code.
Promo/non-refundable tickets become refundable/rebookable if the airline cancels (the “no refund” rule cannot defeat your statutory rights).
How to claim: work with the airline first; then escalate in writing; then CAB complaint (regulatory); for money claims, consider Small Claims Court or regular civil action; you may also explore credit-card chargeback and travel insurance.

Legal Foundations (What gives you these rights)

Air Passenger Bill of Rights (APBR) – Joint administrative order (2012) that sets minimum standards for Philippine departures (and is followed as baseline by airlines selling to Philippine consumers). It covers delays, cancellations, and denied boarding and spells out refund/rebook/reroute choices and amenities.
Civil Code (Common Carriers) – Airlines are common carriers and must exercise extraordinary diligence. Breach or bad-faith handling can justify actual, moral, and exemplary damages.
Consumer protection – Misleading advertising, unfair conditions, or non-disclosure can trigger remedies under the Consumer Act.
International rules – For international sectors, liability for delay and consequential loss may also be governed by treaties (e.g., the Montreal Convention) if applicable to your itinerary. Treaties usually set time limits and caps—get advice if your claim is significant.

Key Definitions

Cancellation – Your flight is not operated at all (as originally scheduled).
Delay – Pushback is postponed. A long delay can become “de facto cancellation” if it stretches far enough (APBR ties certain rights to time thresholds).
Attributable to the Airline – Reasons within its control (e.g., crew scheduling, preventable technical problems, certain operational decisions).
Not Attributable – Weather, force majeure, air traffic control, government restrictions, airport closures, and similar safety-related causes outside the airline’s control.

What You’re Owed When a Flight Is Cancelled

A. If the cancellation is attributable to the airline

You may choose one (the choice is yours, not the airline’s):

Full Refund
- Covers the base fare plus surcharges, taxes, and fees (including the terminal fee embedded in the ticket for unused legs).
- Applies even to promo/non-refundable fares if the airline cancels.
- Refunds should be processed within a reasonable period; request the airline’s stated timeline in writing.
Rebooking (same route)
- No rebooking fee and no fare difference if rebooked to the soonest available option comparable to your original itinerary/class.
- If you prefer much later dates outside the period the airline offers without add-collect, they may charge the fare difference—but fees/penalties tied to the cancellation should be waived.
Rerouting / Endorsement
- The airline should place you on the next available flight, which can include endorsement to another carrier when necessary to get you to your destination sooner.
- You should not pay extra when the rerouting is because of an airline-caused cancellation.
Amenities (while you wait)
- Meals/refreshments at reasonable intervals, communication (calls/text/email/Wi-Fi access), and hotel with ground transfers if an overnight stay becomes necessary due to the cancellation or missed connection—particularly where the cause is within their control.

Pro tip: If the airline offers options, ask for all three in writing (refund figure, soonest free rebook, endorsed alternative) and pick the one that best preserves your trip.

B. If the cancellation is due to force majeure / safety

You still get a meaningful choice, typically:

Full Refund of the unused portion or
Rebooking at no rebooking fee to a reasonable later date.
Amenities: Minimum care (refreshments/communications) is expected; hotels/endorsement are usually not guaranteed when the cause is outside airline control, but many carriers voluntarily assist—ask.

C. Timing of Notice (24-hour rule of thumb)

Announcement ≥ 24 hours before departure: You get refund or rebook (and, if airline-caused, often rerouting) but airport amenities won’t usually apply if you’re not already en route/stranded.
Announcement < 24 hours or at the airport: Expect amenities while options are arranged; if you’re forced into an overnight because of it, the hotel and transfers usually follow (especially for airline-caused disruptions).

How This Works With Connecting Itineraries

If one leg is cancelled and it makes the rest of the trip useless, you can usually refund the entire unused itinerary (not just the cancelled leg).
If you miss a downline connection because of the cancellation, the carrier should protect you to the final destination (rebook or reroute) on the same ticketed itinerary.
Code-share flights: Your contract is with the marketing carrier, but the operating carrier handles the disruption. Work with ground staff—but also notify the issuing airline for endorsement/refund authority.

Special Ticket Types

Promo / “Non-ref” fares: When you cancel, normal “no-refund” rules apply. When the airline cancels, statutory rights override the restriction—refund or free rebook remains your option.
Group / agency / OTA bookings: Your rights don’t shrink. You may need to process through the agent that issued the ticket, but insist on APBR-compliant outcomes.
Package tours: Airfare refunds/rebooks interact with the tour contract; coordinate with the tour operator.

Amenities (What “Care” Looks Like)

Reasonable meals/refreshments during waiting periods.
Communication: at least the ability to contact family/employer (calls/text/email/Wi-Fi access).
Hotel + ground transfers if an overnight becomes unavoidable because of the disruption.
Priority assistance for senior citizens, PWDs, pregnant passengers, and unaccompanied minors.

(Thresholds for when specific amenities kick in are laid out in the APBR; airlines may also publish more generous standards—ask for the written policy at the counter.)

Refund Mechanics (Practicalities)

Scope: Unused fares, fuel surcharges, government taxes, and terminal fees tied to the unused sector(s).
Form of refund: To the original form of payment when possible. Vouchers or points should be optional—not forced—if the airline cancelled.
Timelines: Get the committed processing timeframe in writing and a reference number. For third-party bookings, the agent may relay the refund; ask both the airline and the agent for status.

“Compensation” vs “Damages” (Important Distinction)

The Philippines does not have automatic cash compensation for cancellations (unlike the EU regime).
You can seek damages (actual expenses, lost opportunities, moral/exemplary damages where bad faith or gross negligence is shown) under the Civil Code. Keep evidence and consider legal advice if the loss is substantial.
Denied boarding/overbooking is treated separately under APBR: the airline must first ask for volunteers; if you’re involuntarily bumped, you’re entitled to refund/reroute plus amenities similar to airline-caused cancellations, with potential damages if mishandled.

International Trips (When Foreign Rules Help You)

Where you depart matters. If your flight leaves the EU/UK (or is operated by an EU/UK carrier), their regimes may grant fixed cash compensation for cancellations within airline control, in addition to Philippine rights.
Treaties (e.g., Montreal) may govern delay-related losses on international carriage between state parties and set time limits and liability caps.
You can often invoke whichever set of rules gives you the better outcome, provided they validly apply to your itinerary/facts.

How to Claim (Step-by-Step)

At the airport (immediately)
- Get the reason for cancellation in writing (advisory or screenshot of the airline notice).
- Ask the agent to list your options: refund amount, soonest free rebook, possible endorsement—preferably in writing or in your booking record.
- If stranded, request amenities (meals, communication; hotel/ground transfers if overnight).
Document everything
- Boarding pass/e-ticket, official advisories/screenshots, receipts for meals/hotel/transport, proof of missed events (e.g., conference emails).
- Keep the timeline (times told, times queued, who you spoke with).
Follow up in writing within a few days
- Email the airline’s customer care with: booking reference, flight number/date, facts, what you choose, and a reasonable deadline (e.g., 10–15 business days) for action/refund.
- Attach scans/photos of receipts and the cancellation notice.
Escalate if needed
- Civil Aeronautics Board (CAB) complaint: include your ticket, communications, and a concise narrative of what you seek (refund figure, reimbursement of expenses, compliance with APBR).
- Small Claims Court (for purely monetary claims within the small-claims limit) or regular civil action (if you’re pursuing moral/exemplary damages). Check prescriptive periods (ordinary contract claims can run for years, while treaty-based delay claims can be short).
Alternative paths
- Credit-card chargeback (service not rendered): file promptly with your bank; provide the cancellation proof and your correspondence with the airline.
- Travel insurance: many policies cover trip cancellation/interruption and travel delay (meals/hotel), but they require receipts and proof of cause.

Practical Scenarios (How the Rules Play Out)

You’re notified the night before that tomorrow’s flight is cancelled due to “operational requirements.” → Airline-caused, short notice. Choose refund, free rebook, or endorsement. While you’re already en route or stranded, ask for meals/hotel/transfer as needed.
Typhoon shuts down NAIA the morning of your flight. → Force majeure. Expect refund or free rebook; basic care should be provided, but hotel/endorsement may be limited. Many airlines still assist—ask.
First leg is cancelled; you’ll miss your international connection. → The carrier should protect you to your final destination (rebook or endorse). If the trip no longer makes sense, refund the unused itinerary.
Your ticket is promo “non-refundable,” but the airline cancels. → APBR overrides: you may refund in cash/original form, or rebook without fees.

Evidence Checklist (Don’t Leave the Airport Without…)

Written reason for cancellation.
Updated itinerary/ticket showing your chosen option.
Receipts for out-of-pocket expenses you expect to claim.
Names/employee IDs (or photos of their name tags) of staff who handled your case.
Photos of airport advisories/screens.

Template: Short, Firm Claim Email

Subject: Refund/Rebooking Request – [Airline] [Flight No.] [Date] – [Booking Ref]

Dear Customer Care,

My flight [Flight No.] on [Date] from [Origin] to [Destination] was cancelled due to [stated reason]. Under the Air Passenger Bill of Rights, I am electing [full refund / free rebooking to (date/time) / endorsement to next available flight].

Please also reimburse my reasonable expenses incurred while stranded (attached receipts totaling PHP [amount] for meals/[hotel/transport]).

Kindly confirm processing and the timeline by [date]. Attached are my e-ticket, cancellation notice, and receipts.

Thank you, [Name] [Mobile] | [Email] | [Booking Ref]

Common Pitfalls (and How to Avoid Them)

Accepting a voucher when you wanted cash: If the airline cancelled, cash/original-form refund should be available. Only take a voucher if you prefer it.
Letting the clock run: Treat two years as a hard stop for any treaty-based international delay claim and earlier for chargebacks/insurance—act quickly.
Throwing away receipts: No receipts = weak reimbursement case.
Assuming “non-ref” beats the APBR: It doesn’t, when the airline cancels.

Final Notes

The APBR sets minimum standards. Airlines can and often do offer better remedies—ask.
If your loss is sizable (missed events, non-refundable hotels/tours), consider legal advice to evaluate damages beyond the ticket value.
Always request that any offer or denial be put in writing. It shortens disputes dramatically.

If you want, tell me your exact flight details and what the airline offered—I’ll map the choices to your best legal options and draft the exact email to send.