You can no longer claim missing GetGo reward points on Cebu Pacific Air!

Update: Cebu Pacific is a no-excuses, low-cost carrier, serving Filipinos and visitors around the world and has a lot of loyal, return customers. Cebu Pacific no longer allows the retroactive credit of points for flights already taken! Read my update below for more details!

UPDATE: Cebu Pacific airlines has stopped allowing customers to claim points for flights already taken, when the customer didn’t provide their GetGo number at the time of booking or check-in. You now have to book online and log into your GetGo account, provide your travel agent with your GetGo number to be added to the account or provide your GetGo number at check-in.
You can view your GetGo account online to make sure any flight in your name is linked to your account! If your flight is booked with your GetGo number, but the points are not credited to your account a few days after completing your trip, you can contact GetGo customer service via email to ask for credit. Make sure you have proof of your booking showing your GetGo number (screenshot or itinerary)!.
You can read the process Cebu Pacific took earlier this year in the full post below!
You can read my full review of the GetGo Rewards program and how to make the most out of your points here!
Want to know what to expect – read my Review of Cebu Pacific Economy Class flights!

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. 

CebuPac GetGoCebu 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!).
CebuPacific SignIn1If you forget to log-in, you will be prompted to do so during the booking process with this screen:
CebuPacific SignIn2I 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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You can no longer claim missing GetGo reward points on Cebu Pacific Air! — 119 Comments

    • You can give your GetGo number to the travel agent and ask them to enter it into the reservation. There is no additional cost to your business.

    • If you did not enter your GetGo number at the time of booking or check-in, unfortunately, you won’t be able to claim your points any longer.
      If you did enter your number, and CebuPac didn’t credit you correctly, you can contact the GetGo customer service by email or phone to resolve it.

      • Hi! I booked a flight for Hongkong and Iloilo. I did not see any points credited to my account after I have made my payments. I saw that the GETGO number has been automatically populated into the system. Not quite sure how to take it from here.

        and….My friend said that the point would show after I have taken the flight. Is this true?

        Please help. Thank you!

      • When i check in naman wala namang option don na ilagay ang get go number. Ang Hiningi lang sa akin ay ung booking reference number din i click ok tapos lumabas na rin ang boarding pass.. sana nag pop ang don na do you have get go number? Or are you a member of a getgo yes or no? If yes, enter your get go number din if no, don na lalabas ang boarding pass!

      • It would be great customer service for CebuPac to ask at check-in if you are a member, but on the many flights I’ve been on, they have not done that once.
        They are putting the responsibility for earning points on your shoulders, so best is to book online or on the app while logged into your account.
        I will propose to the GetGo team to print the GetGo number on the boardingpass, like most other airlines. That would give customers a chance to double-check at the time of check-in!

    • Your friend will need to get a GetGo membership card and enter it at check-in into the booking.
      You can add your friend to your “circles” and use the points earned for anybody in your circle.

  1. “It is certainly not our intent to make it more difficult for members to earn points.”
    – makes me laugh. such bs.

      • i already clicked “my points” but there are only three choices there: redeem points, convert points and shop … not like before, there was missing points as one of the choices.

      • Sorry, you can’t claim missing points any longer. Unfortunately, Cebu Pacific has eliminated that option. You have to make sure the agency enters your GetGo number at the time of booking or you enter it at the time of online check-in.

  2. my missing point flight last march 31 zamboanga to manila cannot claims the missing point and other flight date june 25 2017 from manila to zamboanga, also flight july 21 and 24 2017 from zamboanga to cebu vice versa

    • Sorry, you are no longer able to claim points after your flight. You have to make sure to enter your GetGo number when you book your flight or when you check in for your flight!

  3. Hi, I entered my getgo number but it seems that all my bookings this month earned no point at all. How I can I raise this concern? To whom will I be reaching out?

    Thank you.

    • GetGo promised to address issues with points posting through their customer service. You can find the contact information for GetGo here!
      Make sure to have your booking confirmation or boarding pass with your membership number handy as proof.

      • Page not found, same issue on my end, im a member since 2016 but until now no point recorded in my account even entering my getogo member # from the time of booking as im not bording online… checking my online account no idea how to claims such previously points as im a frequent traveller and using Cebu pac as always

      • You can no longer claim GetGo points after flying, as described in the article.
        You or your agent need to enter your GetGo number when booking your flight. If you do, you can look up your booking online. If you don’t see your booking in your account prior to the flight, then you won’t earn GetGo points.

  4. Hi! Is signing in with your get go number before booking already means you are legible to get the points? Or was it a separate process where you key-in your getgo number at a different page?

    • If you are making the booking with your GetGo number, you will be eligible to earn points. You can always double check by going to your profile and viewing your bookings: If your flight is showing up in your GetGo account, the points will post after you complete the flight!

  5. I was booked via our agent.when I checked in online I was prompted that the reference number does not belong to me so I opted to use the kiosk on my round trip flights. How do I credit my points to my get go account.

    • Looks like your agent booked your flight without your GetGo number. If you have an issue like this, you have to address it with the agent before your flight.
      Unfortunately, you can’t claim credit for your points anymore after the flights!

  6. can i still have my points if i check-in over the counter?should i just inform the counter staff about it? will it be credited to me even if i booked without my getgo membership

  7. If a friend books a flight in my behalf, will I be able to claim my points only when I actually check in? not during booking?

    • I agree, most airlines do. I guess they are trying to save cost of manually processing this…
      Your best bet is to make sure you enter your GetGo number when you book and verify when you check-in!

  8. Question. What if I booked my flight via traveloka and upon check-in, I went to the automated machine to get my boarding pass, can I still claim my getgo points?

    • You will only get points, if you provided your GetGo number during the booking or during check-in.
      There is unfortunately no way to get them after the flight…

    • you can call cebu pacific hotline and ask the agent to enter your getgo number days before your flight.
      Provide your booking reference number to the agent so he/she can find your booking.

  9. Hi, what if I just signed up cause I didn’t know about this and I have so many flights have done for like 2 to three months ago. Is there any possibilities that I can get pints even just one flight?

  10. Can my daughter under age 6 yrs old use my get go no.?and how many times I fly I also put my getgo no.but the points is still not added some added but mostly missing

    • You can add your daughter to your circle and then book tickets with GetGo points for her.
      If you have added your GetGo number and points are not added to your account, contact customer support to rectify.
      I recommend to book online while you are logged into your account – that’s the best way to ensure your points will credit.

  11. Why I don’t have any points? I booked a flights from Hongkong to Cebu for back and forth aside from that I booked also a flights from Cebu to Siargao for 2 back and forth as well. I entered my getgo number but I didn’t receive any.

    • The points should post after you complete the trip (not after booking). Make sure during check-in that your GetGo number is in the record and you should see the points a few days after your travel.

    • If you don’t have a transaction (earning or redeeming points) for 12 months, your account becomes inactive and you loose all your points.

      • I just had 5k plus points this January then all of a sudden as of now I have 0 points. How come? I just travelled last month.

      • GetGo points expire after 12 months without activity, for example a flight or point redemption.
        They might have expired prior to your most recent flight and/or your last flight wasn’t credited to your account.

    • If you want to use your points for other people, they need to have their own GetGo number and be part of your “circle”. Than you can earn and/or spend points together.

  12. hi,

    I just noticed that all of my points where not credit after i renewed my passport and had may name changed after marriage.

    No notification from Getgo that my points where not credited. I always keyed my getgo details when booking and no notice of errors.

    Can i still claim my missing points?

    • You can call their service center to claim the points. It’s best to have some proof that you did enter your GetGo details at the time of booking or check-in. GetGo will only credit the points, if it was a technical issue…

      • I transferred my rewards points from Citibank to Get Go points but unfortunately when I verified recently I have 0 point.What happen to the points I transferred?I thought that there is no expiration for the Get go points.Your clarification on this matter is highly appreciated.Thank you.

      • I suspect there was a problem with the transfer and suggest you contact first Citibank that the points were indeed transferred (and when), then contact GetGo Customer Service with the Citibank information to ensure your points are credited.

  13. Last month. I traveled to HK with roundtrip ticket from Ceb Pac. When we check in, i presented my Get Go card to the check in staffs. She did not accept my card and refer me to claim it inside near boarding gate. But to no avail. Nakakahinayang! Unlike Mabuhay miles and red card, na napaka attentive ng staffs nila in terms of claiming points from your airline ticket

    • This is very unfortunate, as the check-in staff should accept your card and enter the information. Please contact Cebu Pacific customer service to make sure you get your points!

  14. i am a getgo member since 2015, and been travelling back and forth HKG to Clark. Normally evrry two or 3 months. When i booked myself, i am 100 percent logged on from my getgo site and shown my getgo membership number. This year 2018 from January to March, i have flown roundtrip HKG=Clark 3 times.

    just wonder, until now (got into thinking) after reading your getgo comments/blogs
    i begin to wonder mt getgo rewards piunt, until now when i checked my getgo account, i havent received any points, As the cebupac or getgo site it will credits points after a week from the flown date. but to my dismay, no points awarded to my getgo account.

    Questions are: will i still get or will they still credit respective points to my getgo accounts. As a famous airline, i believe they can retrieve passengers recent flights (like my recent flights) since i am a getgo member and could automatically found all my detailed flights * wonders of IT dept). if not, at least their I.T. department can extend such customer service assistanmt for loyal frequent passenger/flyer like me. it may somehow my fault for not calling them after aweek of the flown flights but howver we entrust to their excellent services for promtply crediting getgo points from respectibe getgo member account , in this case…it is me.

    i hope concerned Cebupacific IT staff will pay attention to this matter.

    thanks and looking for a promptly suggestion and clarification

    • If your account shows the flights, but no points have been credited, you should contact Cebu Pacific via email or by phone. It seems like there is indeed an IT problem and they should be able to credit the points after the fact if it was their fault.
      Please let me know, if you are able to get your points – it will be helpful for other GetGo members to know!

    • Thanks for pointing this out – removing the account activity is another very customer-unfriendly move! This makes it almost impossible to track point earning!

  15. HELP! I tried to book a flight using my getgo points but I wasn’t able to pay the remaining balance at a payment center. BUT my points still got deducted. What do I do to get my points back???

    • You’ll either have to pay the remaining balance to get your ticket issued – or you need to have the ticket cancelled through phone customer support and ask for your points back.

  16. I want to redeem my points for a flight but i dont have enough. Can i just pay the remaining balance over the counter or thru credit card?

    • Yes, you can purchase tickets through the GetGo redemption site. If you don’t have enough points, it will automatically tell you how much the difference is and you can pay by credit card online!

    • You can only redeem your points after you have completed your trip and points have been credited to your account. If you did not provide your GetGo number at the time of booking or check-in, you will not be able to claim your points any longer!

  17. can i claim get go points theres a lot of travel this year but when i open my account it is 0 balance theres no points how come to have 0.This is my flights this year starting CY 2018. Y9BWRY Feb.08 Manila to Zambo 5J851–OH4YVN March 25 5J961 Manila to Davao…APril 01 OH4YVN 5J 964 Davao to manila.. TF6BUW 6J991 jUNE 28 Manila to General Santos City –L8IAKY 5J 980 July 4 Davao to Manila.. thats my all flights.. but my account no points..

    • Did you book your flights online? Did you enter your GetGo number during booking?
      If you did, you should check with CebuPacific customer service!

  18. How can i redeem my points? The travel agency book my ticket past week.. Upon check in i give my getgo card to the staff at the airport, she did not enter it. When i check my getgo account no points enter my account. It was on the spot ticket so the price ia higher that promo tickets. Pls help.

    • You can no longer claim points for GetGo after the flight. It’s important to provide the GetGo number at the time of booking to the agent or Cebu Pacific directly or insist at the airport that it is entered at check-in.
      You can try to report the issue of the agent not entering at the airport through GetGo customer service here!

  19. My flight is 1:30 pm but theres available time in 11:30 so the attendant say to me I can change my time ..but she did nit put may getgo number because I did not see points in that date..what should I do?

    • Please contact GetGo Support (click here). If you still have your boarding pass from the flight you took, you might be able to get your points. If you don’t have proof of flying, it will be difficult…

  20. I have my old getgo card but I forgot my old google account how to transfer my points to my new get go card..because I tried link to my dis not work…:(

  21. ang dami kong na book na flight tapos di manlang nagdagdagan points ko, nilalagay ko naman getgo number ko evrytime mag book ako, ayusin nyo yan!!

  22. i have 2847 points and suddenly only 68 points was left. and when i checked is its because of account deactivation which i dont understand how. pls enlighten me. thanks

    • You’ll have to contact GetGo customer support to find out the details of your case. Could it be due to lack of activity? Points expire if you don’t have any GetGo activity…

  23. Hello sir, Is it ok to provide my Getgo # into my guest to earn the points even they don’t have account? or is it need to create their account and link to mine or create a circle at get go?

      • Hello sir I already did create a account but this guest was already booked in my account. So the error is indicate with this “Booking has not been added. Either this booking already belongs to other guest or the the details on the booking do not match with the ones on your profile.” How will I get the points? sorry I’m just a beginner about this.

      • You can’t earn points in your account for another person. This guest will have to have their own GetGo account and that number needs to be entered into the booking. The name of the traveler and account need to match!

  24. I dont need my getgo card anymore so i have to throw this now…it is not my intent to earn points hardly..buti pa sa PAL ine entertain tlaga nila upon check in ibigay mo lang mabuhay miles mo hehehe…susmeo kala mo nman anong meron sa getgo card na ito hahahahaha…goodbye getgo

    • GetGo has its downside, like the inability to claim miles after the fact. I believe CebuPacific is doing this to cut cost, which is their main focus as a Low-Cost-Carrier.
      Your best bet is to fly Cebu Pacific for their low fares, not their loyalty program. Check out my review of the Cebu Pacific GetGo program for more!

  25. I still have my ticket with for my trip to dipolog…from manila…..with flight no. 5J 703….but they refused to credit my points bcos according to them it should be done upon booking…ok lng itapon na ang getgo cards…wala ng gamit…toink

  26. why until now not rcvs my point in previous flight Apr 22 5j854 booking ref OBPKMM, AUG 02 2018 Booking reference PCV44Z and last Sept 01 booking ref TYZ4MI 5J433 and say to checking teller no uthorize. if i checking in my previous flight advise wait after 7 days to claim my flight. But may flight Aug 15 ref EFI92A 5J 434 only come into my loyal cebu card getgo

    • You can contact customer service via the online form from your GetGo profile here!
      Please be aware that – as described in this post – you can no longer claim miles for previous flights if you did not enter your GetGo number during the booking process. Unless you have proof that you did enter your GetGo number and this is a CebuPacific IT problem, you will not be able to get those miles!

  27. If I book 2 tickets, one for myself, would I only earn points on the tickets under my name despite indicating my get go number on my companion’s details? Even though I was the one who bought the tickets?

    • You can only earn points for your own ticket. You can sign up your travel partners for their own account and create a “travel Circle”. That will allow you to pool the points and use them for any person in the circle!

  28. hi, my past trips were not included in my points. we have our agency that provides our flight tickets. how can I include them?

    • Your agent needs to include your GetGo number at the time of booking. You won’t be able to claim your points afterwards.

    • If you have prove of your online booking with your account & GetGo number (screenshot, emails, etc), contact GetGo customer service by email or phone to investigate.

  29. Good day! How can i claim my points through travel agency ; booking period last april 2018 & march 2019 if during that time i don’t have yet a getgo number? is that possible for me to redeem a points?

    • Sorry, you are not able to claim points after the fact any longer. You have to sign up for a GetGo membership and make sure your travel agent uses that number when booking the flight – or just book it yourself online to make sure you get the points the next time around.

  30. i mistakenly booked wrong destination nag ka baliktad pero naka hold pa nman ang additional payment ko. maibabalik ba ang points ko sakaling matapos ang 24 hrs? na hnd ko nabayaran ang balanse at hnd ko nman ginamit eh

    • Please contact GetGo customer service to restore your points. If you have completed the booking, they may be non-refundable.

  31. How can i get my missing points?..Last May 2019 nagtravel kami..Sinabi ko sa pinagcheck.inan kung pwedi ipasok sa getgo ko ang flight..Kasi nga hindi kami ang nagbobooked ng flight namin..Yung company ang nagbobooked…pero sabi nya itawag ko lang daw sa Getgo…Hindi ko na sya naitawag sa sobrang busy..every month naka travel kami..Pwedi pa ba yun macredit sa akin yung points sa flights na yun?

  32. How can I get my missing points last March 4, 2020? I did not see it in my account. It was not credited though I input my Get Go account number through web check in.
    Hope to get your response.

    • GetGo no longer allows to credit points after the fact. If you have proof (screenshot?) of your number in the reservation, you can contact customer service by email or phone.

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