Air: TF Cebu Pacific (5J) bookings
Overview
Cebu Pacific (5J) is a low-cost carrier and most of the bookings are being routed to Travelfusion and UNIFIFI. When bookings are being routed to Travelfusion, our users are having an issue managing the booking on the airline's website because the email address associated to the booking is xiaokeai6611@163.com which is under MyCebuPacific registered account.
"Manage Online"
When they try to manage the booking online, they can't open the booking as they will receive the message on the screenshot attached below:
How should we assist our users?
Please follow the following steps below:
Option 1: Ask the user if they have an account with Cebu Pacific. If they have an account with Cebu Pacific then they need to log-in to their account online and add the booking on their account. Once added, they can start managing the booking from there.
NOTE: They can only add the booking on their account if one of the passenger's last name matches on the last name of the Cebu Pacific account holder.
Cebu Pacific manage booking link: https://www.cebupacificair.com/manage-booking
Option 2: If the user has an existing account with the airlines but they are booking for another passenger or if the passenger doesn't have an existing account with the airlines then they need to sign up/create an account. Once account is created, they can add the booking following the same information above.
Option 3: If both Options 1 and 2 are not working, please inform the user to reach out to 5J chat support and interact with a live agent ask assistance to change the email address on the booking. Let the user inform 5J that she/he needs to change the email address because the user will add the booking to his/her "CebPac" account. 5J rep will ask the email address and phone number associated to the user's 'CebPac" account. Once verified, the 5J rep should be able to change the email address on the booking. Once changed, the user can now add the booking on his/her "CebPac" account.