08 August 2022

CEBU PACIFIC
Airline Operations Center Building
Old Domestic Road
Manila Domestic Airport Complex
Pasay City , Metro Manila, Philippines.

Re: FORMAL DEMAND FOR REFUND

Dear Sirs:

We write on behalf of our client, MIGUEL R. MENDOZA (“Mr. Mendoza”), with respect
to the continued failure of your office to refund his ticket with BOOKING REFERENCE NO.
FFEH7G in the total amount of Php 13,509.68 (“subject amount”). A copy of their Itinerary
Receipt is attached herein as Annex “A”.

On 13 December 2019, Mr. Mendoza and his wife, Mrs. Basilia Mendoza (“Mrs.
Mendoza”), both senior citizens, booked a round-trip ticket from Ozamiz to Manila on 08 April
2020 and Manila to Ozamiz on 20 April 2020 (“subject booking”). Unfortunately, with the
COVID-19 outbreak, flights including the subject booking were cancelled. Initially, Mr.
Mendoza planned to reschedule the subject booking on another date once the circumstances
allow. Sadly, due to the lockdowns and strict quarantine implementations, Mr. Mendoza, a
senior citizen, was not able to cause the re-scheduling of the same. Mr. Mendoza tried reaching
your good office through your phone numbers but the same was to no avail.

In February 2022, Spouses Mendoza were welcomed with the unfortunate news that
Mrs. Mendoza had to undergo continuous dialysis twice (2x) in a week. This prompted Mr.
Mendoza to again contact your good office with regard the subject booking. However, instead
of a re-schedule, Mr. Mendoza was constrained to ask for a refund considering that this would
be of help for the expenses in Mrs. Mendoza’s dialysis. In April 2022, Mr. Mendoza again tried
reaching out to your office but now through your customer care center. On 23 April 2022, with a
glimpse of hope, Mr. Mendoza received an email from one of your customer care
representatives named Chelsea. Mr. Mendoza was surprised when Chelsea advised him that
your good office cannot refund the subject amount since the refund request was done beyond
the 1-year period from date of flight as allowed by your office.

Nevertheless, Mr. Mendoza persistently sought assistance from your office for a way to
get a refund for the subject booking. Finally, after his diligent and utmost effort to get a refund,
Mr. Mendoza received a message from Chelsea saying that Mr. Mendoza’s request for refund
was approved as a “special consideration”. A copy of the email dated 27 April 2022 is attached
herein as Annex “B”. Thereafter, Chelsea asked Mr. Mendoza for the requirements in order to
process the refund. Despite Mr. Mendoza’s old age and lack of assistance, he was able to
complete the requirements albeit belatedly.
 It has been more than four months since Mr. Mendoza has submitted the requirements
for the processing of his refund and yet, he has not received the same. Worse, he has not heard
from Chelsea or any of your customer care representatives. Please bear in mind that time is of
the essence considering that the subject amount would be used for Mrs. Mendoza’s weekly
dialysis.

In view of the foregoing, this FORMAL DEMAND is hereby made to your good office
to REFUND the subject amount to Mr. Mendoza as soon as possible. Otherwise, we will be
constrained to file the appropriate civil and/or criminal case against your office to ensure that
Mr. Mendoza receive what is justly due to him.

You may directly credit the subject amount to Mr. Mendoza’s bank account, the details
of which are provided below:

MIGUEL R. MENDOZA
BPI ATM Account Number 0919 4189 74
Swift Code: BOPIPHMM
Bank of the Philippines Islands, National Highway, Batong Malaki, Los Baños, laguna,
4030, Laguna, Philippines

If you have any questions, you can reach me through my contact number: 0961-737-0317.
Otherwise, you may email me through: mariatheresadbautista@gmail.com

We will very much appreciate your immediate favorable action.

Very truly yours,

PUBLIC ATTORNEY’S OFFICE

Calamba District Office, New Hall of Justice
Chipeco Avenue extension, Bacnotan road
Barangay Real, Calamba City, Laguna
By:

MARIA THERESA D. BAUTISTA

Public Attorney II
IBP O.R. No. 201253; 02/02/22
Attorney's Roll No. 69436
MCLE Compliance No. VI – 0021628; 03/28/2019