Most Filipino passengers do not know they are owed anything at all when a flight goes wrong, so they accept whatever the counter offers. The Air Passenger Bill of Rights — Joint Administrative Order No. 1, series of 2012 — says otherwise. It covers domestic and international flights departing from Philippine airports.
If your flight is delayed three hours or more
This applies whether or not the delay is the airline's fault. You are entitled to be looked after while you wait.
- Refreshments or a meal, appropriate to the time of day
- Free phone calls and email — enough to tell someone where you are
- First aid, if you need it
- Rebooking at no extra charge onto the next available flight, or another flight within 30 days
- Or a refund of the fare, including taxes and surcharges, if you would rather not travel
Ask at the counter, in those words. These are obligations, not goodwill gestures, and they are frequently not offered unless requested.
If your flight is cancelled
The dividing line is notice. If the airline told you at least 24 hours before departure, it has met its obligation to warn you. Cancel with less notice than that, and you may choose one of the following.
- A full refund of the fare, including taxes and surcharges
- Rebooking onto the next available flight at no additional charge
- Rebooking to a later date of your choosing, subject to seat availability
When the airline does not have to pay
There is a real limit, and it is worth knowing so you do not waste effort on a claim that will not succeed. Carriers are not liable for monetary compensation where the disruption was caused by circumstances outside their control.
- Extreme weather and acts of God
- Security threats
- Air traffic control directives or congestion
- Strikes by third parties, such as airport or ground handling staff
Note the distinction: even in these cases the duty of care during a long delay — food, communication, first aid — is a separate matter from monetary compensation.
What to do at the time
- Photograph the departure board showing the delay or cancellation, and keep your boarding pass.
- Ask staff for the reason in writing, or note the name of who told you and when.
- Keep receipts for anything you have to pay for yourself — meals, a hotel, transport.
- Make your request at the counter before you leave the airport, and say which remedy you are choosing.
- If it is not resolved, write to the airline, then escalate to the Civil Aeronautics Board.
None of this requires a lawyer or a claims service. Most of it is a matter of asking clearly and keeping a record.