Cebu Pacific is a no-excuses, low-cost carrier, serving Filipinos and visitors around the world and has a lot of loyal, return customers. To keep their loyalty, Cebu Pacific rolled out their rewards program GetGo. If you are a member and still have to claim missing points for flights taken, you need to claim your credit NOW – the program is ending the option for retroactive credit effective March 1!
Over the years, I had a few issues with points not being credited to various hotel or airline programs, sometimes it was me forgetting to enter the information prior to my flight or stay, sometimes it was a mistake by the airline/hotel staff entering the information and a few times it was system errors. I was glad that these programs offered a chance to claim credit for missing points – I also claimed points with GetGo once.
Cebu Pacific sent out an email letting me know that the feature for claiming missing points will be turned off on March 1st. They also advise to enter the GetGo number when booking future flights! That was a surprising move, considering that any travel reward program I know offers this type of feature, so I followed up with Nik Laming, the GM of Cebu Pacific’s Loyalty Devision and here is his response:
“It is certainly not our intent to make it more difficult for members to earn points. In the event where there has been some problem or we are at fault we would handle the claim in the back office on an exception basis.
We have recently improved the Cebu Pacific website with a more prominent GetGo login which has various benefits including automatically populating membership number.”
I have observed the improvements to the Cebu Pacific web site and making it easier to log in and automatically populating the GetGo number should drastically reduce the number of “forgotten” entries. I tried the process recently, and it pushes you to log in and ensure you get credit.
Considering that Cebu Pacific has a laser-focus on low-cost, I think it’s appropriate to reduce the manual effort involved with the customer support required to manually handle retroactive point credits – from my professional career, I know that the cost of a single customer service call can easily outweigh the value of the points claimed! In return for low fares I’m willing to do some “self service” and enter my number when I book, no problem.
And I do appreciate the assurance that there will be an exception process to handle claims where it is Cebu Pacific’s fault that points didn’t credit correctly. I think it’s important to keep the trust of loyal travelers to ensure that they earn points for any booking they made and entered their number correctly.
So, if you have missing points from flights already taken, go to the claim form here by March 1st. And make sure to log into your account when making a new booking going forward, so your number is automatically populated in the system for proper credit (see the red arrow!).
If you forget to log-in, you will be prompted to do so during the booking process with this screen:
I did check that during a booking my number did automatically populate into the booking, so it seems to work correctly to ensure you get credit!
I will keep you posted on the process how to claim points in case there is an IT system error resulting in missing points (which hopefully should be very, very rare).
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