At present, refunds can take up to six months to process from the time the request was filed.
“Our refund process was originally not designed to handle this volume of requests, and this resulted in a backlog,” the airline explained in its statement issued (Sept. 17, 2020).
“We have since revamped our procedures in order to address this and we are currently halfway through refund requests filed last April.”
The tourism and aviation industries have been among the worst hit by COVID-19 and CEB was only able to operate 10% of its pre-COVID network.
Since the start of this pandemic, the airline received an unprecedented number of refund requests due to the flight cancellations brought about by the lockdown.
“We remain committed to our customers to complete pending refunds, and will update them once these have been processed,” CEB pledged.
“We understand how challenging this whole situation is, and we sincerely apologize for the delay.”
“We thank our guests for their patience and understanding as we continue to enhance our processes for this to be resolved soonest.”