FREQUENTLY ASKED QUESTIONS

RESERVATIONS and TICKETING

• What number do I call if I want to make a booking or to buy a ticket?         -(632)855 9000.
  
  
• Where can I pay for my ticket?
  -You can pay through our Reservations Telepay service using a credit card,
  -or at any of our Ticket Offices that accept cash and credit card.
  
  
• Can I pay using my Debit, Prepaid and ATM Cards on your online booking?
  -No. We only accept credit cards.
  
  
• What type of credit cards do you accept online?
  -We accept MASTERCARD and VISA only.
  
  *NOTE: For your Safety,please use your principal credit card only
  
  
• I bought tickets online, can I rebook them through Reservations or the Ticket Offices?
  -Yes.
  
  
• I bought a ticket online using my credit card, do I have to present the credit card upon check-in?
  -Yes. Together with a valid ID with picture.
  
  
• Can I book an online ticket for another person using my credit card
  -Yes.
  
  
• I Booked an online ticket for another person using my credit card, but I'm not traveling. Are there any requirements?
  -The passenger must present a clear photocopy/scanned copy of the card used and a valid ID of the card owner.  Originals not required.  The airline will not collect these copies and will return them to the passenger after check-in.
  
  
• Where are your ticket offices and authorized Travel Agents?
  -Click here for more details.
  
  
• Can I book and pay for a ticket at the Ticket Office?                                            -Yes.
  
  
•  Do your ticket offices accept Debit, ATM cards and Check as payment?           -No. We only accept cash and credit cards (American Express, JCB and Diners)
  
  
• Can I refund a ticket at your Ticket Offices?                                                        -Yes.  Our organic Ticket Offices can accept ticket refunds.
  
  
• Can I rebook/rebook my ticket/s at the Ticket Office?                                         -Yes, if applicable.  Please call our Reservations or visit our Ticket Offices for more details.
  
  
• Can I change the name on the ticket; transfer my ticket to another person? 
  -Yes, subject to change fee of PHP 1344/pax, per name changed. Passenger named on ticket is the only authorized person to transfer his/her ticket to another person. He/she must present his/her ticket to any Airphil Express Ticket Office
  
  
• I would like to rebook or reroute my ticket. Are there any charges? 
  -YES, the following Change Fees shall apply:
  

• I would like to refund my ticket. Are there any charges?
  -YES, if your ticket is refundable the following charges will apply:
  

Domestic

• PHP1344.00 for refunds processed 1 day prior to flight.
  

International

• PHP2500.00 for refunds processed anytime before or after the flight provided that the ticket is still valid.

• Can I refund a partially used ticket?                                                                       -Yes, as long as the ticket fare is refundable. Otherwise, the ticket is forfeited when unused.

• I purchased a ticket online, where can I get a refund? Will I receive it in cash?
    -You may proceed to any Airphil Express Ticket Office to apply for a refund. You will not get it in cash; the refund amount will be charged-back to your credit card account. Check your Statement of Account for the adjustments.                                                                                                                         
  

• I am overseas and I purchased a ticket online, how can I get a refund?
  -You will have to send an email to our Online Support team at onlinesupport@airphilexpress.com. Please note that you will be required to furnish the following documents to facilitate your refund:

• Formal request from the credit card owner indicating (a) the name of the passenger/s, (b) the credit card number, (c) ticket number and (d) coupon number/route to be refunded and the reason. The credit card owner can only request for the refund.
• A clear photocopy/scanned copy of a valid photo ID of the card owner (This must bear the same name on the credit card used).
• A clear photocopy/scanned copy of the front side of the credit card used online.

• How long will I expect  to see the adjustment on my credit card statement?  
  -Approximately 30 banking days (excluding holidays).                                                                                                      

• I purchased my ticket from a travel agency, where can I get a refund?           -You can refund the ticket from the travel agency. Otherwise, you can always proceed to any Airphil Express Ticket Office.

• I lost my e-ticket itinerary, what should I do?                                                          -Proceed to any Airphil Express Ticket Office and have your itinerary re-printed. If you purchased your ticket on-line, just click on the link provided in the email to retrieve your itinerary and print it out.  You can also call our Reservations hotline 63-2-8559000 to request for an e-ticket itinerary email.

• I wasn't able to take the flight, can I rebook or refund my ticket?                       -No.  Tickets will be forfeited if reservations are not cancelled before or at least 1 (one) day before the flight.
  

PASSENGERS

• Do you accept Infants for air travel?                                                                         -Yes.

• What are your conditions for Infant passengers?                                               -They can avail 10% of the accompanying adult's fare (Does not occupy a seat/no baggage allowance)

• They are considered 16 days to 23 months old
• They are alloted 1 (one) baby stroller free-of-charge.
• They are always accompanied by an adult.

• Do you accept Children for air travel?                                                                    -Yes.

• What are your conditions for Child passengers?                                                -Those who are 2 to 7 years old cannot travel alone and must be accompanied by an adult. -Those who are 8 to 12 years old are permitted to travel alone provided that they are properly endorsed to the airline and assurance that the child will be picked-up at the destination (Unaccompanied Minor).                                        -Those who are 13 to 17 years old are permitted to travel alone. -They are assigned a seat.
  

NOTE: Airphil Express does not have Child Fares, we offer discounted/promotional fares that a child can avail.

• Can I book an Infant or a Child ticket online?                                                        -Yes, as long as they are traveling with the accompanying adult.

• I have a ticket already and I want to book my Baby/Child. How can I do it?       -Just call our Reservations or visit any of our Ticket Offices.

• Do you have discounts for Elderly passengers and those with disabilities?     -Yes. We offer discounts for Senior Citizens and for Persons with Disabilities. These ticket discounts can only be availed of through our Ticket Offices. Why? The necessary ID card has to be presented physically to avail either discount.                                                                                                                 

NOTE: These discounts cannot be availed through our online booking facility.

• Do you accept expectant mothers for air travel? How many weeks pregnant?   -Yes, as long as they are 32 weeks pregnant and below.  An Expectant Mothers Information Sheet (EMIS) will be required from the passenger.  The EMIS is available at any of our Ticket Offices and at the airport.                                                                                                             

NOTE: Expectant mothers who are 33 weeks pregnant and above will not be accepted for air travel.

CHECK-IN

• What airport terminal do I go to in Manila for my Airphil Express flight?        -Ninoy Aquino International Airport (NAIA) Terminal 3 (three).

• What airport terminal do I go to in Singapore for my Airphil Express flight? -Changi International Airport Terminal 2 (two).

• What time do I check-in for my flight?                                                                       -For Domestic flights: 2 hours at least before the scheduled flight departure.              -For International flights: 3 hours at least before the scheduled flight departure.
  

Note: Check-in counters close 45 minutes before the scheduled departure time. If you fail to check-in on time or fail to board on the aircraft by the time the aircraft departs, the fare you paid will not be refunded to you for any reason or whatsoever. Your ticket shall be forfeited.

• What do I present for check-in?                                                                                 -For Domestic flights: valid ID card (company, school, government issued: Driver's license, TIN, SSS, Barangay, Voter's, PRC and the likes) with picture and e-ticket itinerary. -For International flights: a valid Passport, Visa and/or other travel documents required for the country of destination and passenger e-ticket itinerary.
  

NOTE: It is the sole responsibility of the passenger to ensure that he/she has the proper travel documents required for his/her destination.  The Airline will not be liable for any consequential expense or loss as a result.

• I don't have an ID card, what can I present?                                                          -Valid NBI or Police clearance with picture. Infants/children without IDs can present their birth certificates.

• Where do I pay the Terminal Fee/Airport Tax?                                                           -At the Terminal Fee Counters of Philippine airports.

• Do you provide wheelchair assistance at the airport?                                         -Yes.  Upon request.m

• Can I bring my own wheelchair for check-in?                                                       -Yes, free of charge. You can surrender them at the check-in counters or at the boarding gate.

• Can I bring my wheelchair on board the aircraft?                                                   -No. They will be placed in the cargo compartment separately from baggage.

• I haven't paid the Philippine Travel Tax, where can I pay it?                                  -At the designated Philippine Travel Tax counter at Philippine airports.

BAGGAGE

• What is the Free Baggage Allowance (FBA) for Caticlan flights?                          -10 kilos.

• What is the FBA for your other Domestic flights?                                                   -15 kilos.

• What is the FBA for your International (Singapore) flights?                                  -15 kilos.

• What is the handcarry allowance?                                                                                -1 piece at 7 kilos.

• What is the allowable baggage size?                                                                        -62 in. (158 cm.) in dimension (Length+Width+Height)

• What is the allowable hand carry size?                                                                      -45 inches (115 cm.) in dimension (Length+Width+Height).

• How much do you charge for excess baggage?                                           -Domestic flights-PHP150.00 (inclusive of 12% VAT) per kilo.                         -International (Singapore) flights-PHP400.00 per kilo from the Philippines and SGD15.00 from Singapore.

• Do you extend additional Free Baggage Allowance for passengers connecting from an International flight?                                                                                           -No. Carrying-over the FBA of connecting passengers from international flights is not applicable on Airphil Express flights.

• We are traveling in a group but one of us won't travel anymore. Can the Free Baggage Allowance (FBA) be transferred?                                                                -No. The FBA is per passenger, per ticket.

GOVERNMENT FEES

• How much will I pay for the Terminal Fee (Airport Tax) in Manila?           -PHP750.00-International departures                                                                       -PHP200.00- for local/domestic departures.
  

NOTE:These fees will be collected at the Terminal Fee Counter of the NAIA Terminal 3.

• How much is the Philippine Travel Tax? 
  
• PHP1,620.00 for the following: -ADULTS with Philippine Passports and without Exemption Certificate.  -CHILDREN without Reduced Travel Certificate. -INFANTS without Reduced Travel Certificate or Exemption Certificate.  -Overseas Filipino Workers (OFW) without Overseas Employment Certificate (OEC) or POEA Official Receipt  -Dependents of OFWs without Reduced Travel Certificate. -Foreign Nationals with immigration status is 13, 13A, 13B, 13C, 13D, 13E/RP#, 13G/NB, TRV, RA7919, RA7837 or RC/RFC/RECOG/IC, EO 24.
  

• PHP810.00 -For CHILDREN with Philippine Passports (more than 2yrs old up to 12yrs old) and with Reduced Travel Certificate.

• PHP300.00 -For Dependents of OFWs with Reduced Travel Certificate

• I bought my ticket from your website. Is the Philippine Travel Tax already included?                                                                                                                     -NO. The Philippine Travel Tax is not included in the total fare quoted online. For international journeys, the Philippine Travel Tax, if applicable to the passenger, shall be collected by the Philippine Tourism Authority (PTA) at Philippine Airports.

The Philippine Travel Tax shall apply to (A) all citizens of the Philippines, (B) foreign permanent residents and (C) non-immigrants who have stayed in the Philippines for more than one (1) year, who are leaving the country.

NOTE: If you are exempted from paying the Philippine Travel Tax or entitled to a Reduced Travel Tax, you must secure either the following certificates from the Philippine Tourism Authority (PTA) or Department of Tourism (DOT) before making a reservation:

-Tax Exemption Certificate (TEC)-Exempted from paying the Philippine Travel Tax.
-Reduced Travel Tax Certificate (RTTC)-Qualified for a reduced rate Philippine Ta.
-Overseas Employment Certificate (OEC)-for Overseas Filipino/Contract Worker (OFW/OCW).
 
Please click  PTA TRAVEL TAX PRIMER for further details.

IN-FLIGHT

• Do you serve meals on-board?                                                                                 -No. Snacks and non-alcoholic beverages are sold.

• Can I bring my wheelchair on-board?                                                                      -No. They will be placed in the baggage compartment, separate from baggage.

• Do you have in-flight audio/video entertainment?                                                -No.

• Can I smoke inside the aircraft?                                                                               -No. All Airphil Express flights are non-smoking flights.

• Can I use my laptop and any electronic device inside the aircraft?                   -No.  Using these devices are not allowed inside the aircraft.
  

ARRIVAL

• I did not receive my baggage, what do I do?                                                   -Proceed to any Airphil personnel for assistance and report the matter.

• My baggage was damaged, what do I do?                                                       -Proceed to any Airphil personnel for assistance and report the matter before leaving the aiport.

• Do you provide airport transfers from terminal to terminal in Manila?               -No.  Inquire with Airport authorities/personnel.

• Do you provide hotel transfers?                                                                                -No.  Inquire with local transport services at the airport.
  

CARGO

• Click here for more info

SEAT SELECTOR

• What is Seat Selector?                                                                                              -Seat Selector is a special service offered by Airphil Express that allows the passenger to pre-reserve their seats for a minimal cost.

• How do I pre-reserve my seat?                                                                                 -You can pre-reserve your seat during your online ticket purchase or by requesting Seat Selector when purchasing your tickets through Telepay or Airphil Express Ticket Offices, from the time of your booking up to 48hours prior to your flight.

• I book my flight through Travel Agency. How can I select my seat?                        -If you booked your flight through a Travel Agency you can select your seat by calling our reservations number (632) 855-9000 for assistance from our Customer Service Agent.

• What are the rates for pre-reserving seats?                                                   -Standard Seats are sold at PHP 100 per sector. Premium Seats such as exit rows and first two rows (seats with more legroom) are sold at PHP 200 per sector.
  

• Can I still change the seat I selected before the day of my flight?                      -Yes you can still change your seat up to 48 hours prior to your flight, simply call our reservations number (632) 855-9000 and our Customer Service Agent would be happy to assist you.

• There are no seats available to assign when I'm booking my flight?                -This doesn't mean that you won't have a seat on your flight, it simply mean that the only seats left to assign must be assigned at the airport upon check-in.
  

• I'm changing my flight(s). Do I need to select a seat again?                               -Yes, but there is no guarantee that your previous seat preference will be available. Rules for changing seat as follows:>