Air Passenger Bill of Rights

Read the primer infographicFull text (CAB ER No. 9)

Air travel can go wrong for many reasons: weather, aircraft issues, airport congestion, immigration concerns, or airline operations. When that happens, passengers at NAIA may have rights under the Air Passenger Bill of Rights.

Jump to

• Denied check-in: What happens if the airline says you arrived too late.
• Denied boarding: When a checked-in passenger may still be refused boarding.
• Missed connecting flight: What applies if the airline causes you to miss a connection.
• Forced downgrade: What you can claim if you are moved to a lower cabin class.
• Overbooking: What airlines must do before offloading passengers.
• Cancellations: Your options when a flight is cancelled.
• Flight delays: What you can ask for after 2 hours, 4 hours, or a long tarmac delay.
• If your rights were not followed: Who to contact at NAIA or CAB.

Denied check-in

The Air Passenger Bill of Rights gives passengers the right to be processed for check-in at the airport.

As a general rule, if you are already within the airline's designated check-in area at least 1 hour before the scheduled time of departure, you should not be considered late or a no-show, and you should not be denied check-in.

This does not mean you should arrive at the airport only 1 hour before your flight. You still need time for baggage drop, document checks, security screening, immigration, and walking to the gate.

If you already checked in online, you still need to complete the remaining airport processes. For remote check-in passengers, be at the airport at least:

• 1 hour before departure for international flights
• 45 minutes before departure for domestic flights

If you arrive late, the airline is usually not obliged to rebook you for free. Sometimes, buying a new ticket may even be cheaper than changing an existing booking.

If you believe you were wrongly denied check-in, raise it immediately with airline staff. The Air Passenger Bill of Rights places the burden on the airline to show that you were late. If the airline insists, you can raise the matter with the Civil Aeronautics Board through the Passenger Rights Action Desk at the airport.

Denied boarding

If you are already checked in, the general rule is simple: the airline should not deny you boarding without your consent.

There are exceptions. You may still be denied boarding for valid reasons such as:

• immigration issues
• safety or security concerns
• health concerns
• not being at the boarding gate on time
• government requisition of space

If you believe you were wrongly denied boarding, raise it with airline staff immediately. You may also contact the Civil Aeronautics Board.

Missed connecting flight

If you miss a connecting flight because of the airline, and your flights are on the same itinerary or conjunction ticket, the airline must rebook you or make alternative arrangements at no cost.

This may include endorsement to another airline.

This protection generally applies only when the connection is part of one booking or itinerary. If you booked separate tickets, the airline operating your delayed first flight may not be responsible for your missed second flight.

For more on transit at Manila, see our guide to connecting flights at NAIA.

Forced downgrade

If you are forcibly downgraded to a lower class of service, such as from business class to economy, you are entitled to:

• the fare difference, plus
• an additional amount equal to 50% of the fare difference
• with the additional amount not less than ₱5,000

In plain terms: you do not just get the fare difference back. You should also receive extra compensation.

Example: if the fare difference is ₱20,000, you should get ₱20,000 plus ₱10,000, for a total of ₱30,000.

If the fare difference is ₱4,000, the extra 50% would only be ₱2,000, but the rule says the additional amount should not be less than ₱5,000. So the total should be ₱4,000 plus ₱5,000.

Overbooking

Overbooking is a common airline practice. Airlines sometimes sell more seats than the aircraft has because they expect some passengers not to show up.

Think of it like a gym selling more memberships than the number of people who can fit inside at once. It works only if not everyone shows up at the same time. With flights, the problem happens when more passengers show up than there are available seats.

If a flight is overbooked, the airline must first ask for volunteers willing to give up their seats in exchange for compensation, amenities, or other offers. The airline should continue raising the offer until it gets enough volunteers.

If there are not enough volunteers, the airline must follow a boarding priority list before denying boarding to passengers.

If you are involuntarily denied boarding because of overbooking, you are entitled to whichever is higher:

• the full value of your fare, including taxes, surcharges, and optional service fees
• ₱5,000 for domestic flights
• ₱10,000 for international flights

You should also be prioritized for the next available flight. Hotel accommodation and lounge access may be provided when needed or available, especially if the next flight is much later.

Cancellations

Your options depend on when the airline cancelled the flight and why it was cancelled.

For a live look at what's been called off today, see cancelled flights at NAIA.

Cancelled more than 7 days before departure

If the cancellation was made more than 7 calendar days before departure, you may choose:

• refund
• rebooking

For the first rebooking, there should be no rebooking fee. Fare difference may still apply.

Cancelled 7 days or less before departure

If the cancellation was made 7 calendar days or less before departure, your options depend on whether the cause was force majeure or something attributable to the airline.

Force majeure usually refers to causes outside the airline's control, such as severe weather, airport closure, or other extraordinary events.

In both cases, the airline may offer to place you on the next available flight or a special replacement flight. You have the right to reject the option offered and choose another available remedy.

You may ask for:

• refund
• rebooking
• special replacement flight

If the cancellation is attributable to the airline, you may also ask for alternative modes of transportation. This may include endorsement to another airline for the cancelled sector.

If you choose rebooking:

• if the cancellation is due to force majeure or reasons not attributable to the airline, the first rebooking should have no fees or fare difference if the new flight is within 30 days of the original departure date
• if the cancellation is attributable to the airline, the first rebooking should have no fare difference, rebooking fee, or other fees

Cancelled less than 24 hours before departure

If your flight is cancelled less than 24 hours before departure and you are already at the airport, you are entitled to:

• sufficient refreshments or meals
• free calls, texts, or internet access
• first aid, if needed

If the cancellation is attributable to the airline, you may also ask for hotel accommodation or alternative transport.

Alternative transport can include being flown through another airline, being rerouted through another airport, or being provided land transport to your final destination when appropriate.

If the cancellation is due to force majeure or causes not attributable to the airline, the airline may only be required to provide reasonable assistance in coordinating with hotels, transport providers, or other services. The cost may be for the passenger's account.

Flight delays

The Air Passenger Bill of Rights treats terminal delays and tarmac delays differently.

A terminal delay happens while passengers are still inside the airport terminal waiting for the flight to depart.

A tarmac delay happens when passengers are already inside the aircraft, either after the doors have closed before departure or after the aircraft has landed but passengers cannot yet deplane.

Terminal delay of 2 hours or more

If your flight is delayed by at least 2 hours after the scheduled departure time, whether or not the airline caused the delay, you are entitled to:

• sufficient refreshments or meals
• free phone calls, texts, or internet access
• first aid, if necessary

At minimum, this usually means bottled water and a sandwich or similar food.

Terminal delay of 4 hours or more

If your flight is delayed by at least 4 hours after the scheduled departure time for reasons attributable to the airline, you may choose not to fly and treat the flight as cancelled.

If you still want to continue with the flight, you should receive:

• compensation equivalent to at least the value of the delayed flight sector
• the right to board the flight if it eventually operates more than 4 hours after the original departure time

Tarmac delay of 3 hours or more

If passengers are kept inside the aircraft for at least 3 hours from door closing or touchdown, the airline should provide:

• food and potable water
• air-conditioning
• working lavatories
• medical attention, if needed
• timely and accurate announcements

Passengers should be allowed to deplane immediately unless there are safety, security, or operational concerns.

After deplaning, the airline should provide food and communication services. Accommodation should also be provided when necessary.

If your rights were not followed

If you think your passenger rights were violated, start with the airline staff at the counter or gate. Ask them to explain the reason for the disruption and what options are available.

Before leaving the airport, keep records of what happened. Take screenshots or photos of:

• your boarding pass
• booking confirmation
• airline notices
• airport flight boards
• delay or cancellation announcements
• receipts for meals, hotels, or transport
• names or counters of airline staff you spoke with

You can also contact the Civil Aeronautics Board.

• Email: [email protected]
• Phone: +63 2 8876 1970
• Phone: +63 2 8852 8967

CAB also has Passenger Rights Action Desks at NAIA terminals.

• NAIA Terminal 1:0919 912 8457
• NAIA Terminal 2:0919 912 8458, 0919 912 8470
• NAIA Terminal 3:0919 912 8451