Airline & Safety Ratings
In Flight Product
- All aircraft are in economy only configuration
- Snacks and beverages available for purchase on board; hot meals can be pre-ordered and pre-paid on line prior to flight
- No in flight entertainment but WiFi available for a fee on the A330 aircraft
- Seat pitch of 29 to 30 inch with minimal recline on single aisle aircraft, pitch of 30 inch on the A330, selection of seats with more legroom can be made at time of booking for additional fee; A330 aircraft have an extra ninth seat fitted across the cabin making the seat width a narrow 16 inch
- No blankets and pillows
- Baggage allowance of up to 45kg must be purchased at time of booking to avoid high charges at airport
- Commenced services in March 1996
- Initially only domestic operations but launched international operations in November 2001
- Now flies to 19 tourist/business destinations within Asia
- First local airline to introduce e-ticketing, prepaid excess baggage and seat selection in the Philippines
- Fun Flight service in which cabin crew play games with passengers on board and perform the pre flight safety demonstration to music whilst dancing
- ATR 72-500
Cancellations and lengthy delays
In case of flight cancellation attributable to the carrier i.e. aircraft or crewing issues, a passenger shall have the right to:
- Be provided with the following, if he/she is already at the airport at the time of the announcement of the flight cancellation: sufficient refreshments or meals (e.g. snacks consisting of at least a bottle of water and a sandwich, or breakfast, lunch, or dinner, or a voucher for the same, as the case may be); hotel accommodation (conveniently accessible from the airport); transportation from the airport to the hotel, free phone calls, text or e-mails, and first aid, if necessary; and
- Reimbursement of the value of the fare, including taxes and surcharges, of the sector cancelled, or both/all sectors, in case the passenger decides not to fly the ticket or all the routes/sectors; or
- Be endorsed to another air carrier without paying any fare difference, at the option of the passenger, and provided that space and other circumstances permit such re-accommodation; or
- Rebook the ticket, without additional charge, to the next flight with available space, or, within thirty (30) days, to a future trip within the period of validity of the ticket. However, for rebooking made in excess of the aforementioned thirty (30) days for a trip likewise within the validity of the ticket, fees and/or fare difference shall apply.
Provided, that in case a carrier cancels a flight at least twenty-four (24) hours before the ETD, it shall not be liable for the foregoing amenities, except, it shall be obliged to notify the passenger, and, in accordance with the preceding provisions, to rebook or reimburse the passenger, at the option of the latter.
If the air carrier cancels the flight because of force majeure, safety and/or security reasons, as certified by the Civil Aviation Authority of the Philippines, a passenger shall have the right to be reimbursed for the full value of the fare.
In case of Terminal Delay of at least three (3) hours after the ETD, whether or not such is attributable to the carrier, a passenger shall have the right to:
- Be provided with refreshments or meals (sufficient snacks, breakfast, lunch, or dinner, as the case may be), free phone calls, text or e-mails, and first aid, if necessary; and
- Rebook or refund his/her ticket
- In case such Terminal Delay extends to at least six (6) hours after the ETD for causes attributable to the carrier, it shall be deemed cancelled for the purpose of making available to the passenger the rights and amenities required to be provided in case of actual cancellation (see above)
Airline flights may be overbooked. This means there is a slight chance that there may be more reservations than available seats on your flight. In these circumstances, we will offer an incentive for volunteers not to travel on their booked flight. If there are not enough volunteers, we may need to deny boarding to one or more Passengers involuntarily.
The air carrier shall provide the interested passengers or volunteers a list of amenities and offers, which they can choose from, which list of amenities shall always include the option to be given priority booking in the next flight with available space or to be endorsed to another air carrier upon payment of any fare difference, and provided that space and other circumstances permit such accommodation, at the option of the passenger, and/or a cash incentive.
In case the number of volunteers is not enough to resolve the overbooking, the air carrier shall increase the compensation package by certain degrees or by adding more amenities/services until the required number of volunteers is met.
If damage to the baggage is of a kind that can be immediately ascertained (such as broken wheels or handles, tears or missing contents) or the bag itself is missing, the passenger must, on the same day and before leaving the arrival hall report the damage/loss to either the Jetstar counter or other baggage services. If your baggage has been delivered to you late after being lost, you can apply to Jetstar together with the documents indicating the expenditures you have made until the delivery of your baggage for reimbursement.
For information on baggage services and tracking lost baggage click here.
See the airline Conditions of Carriage here
To lodge a complaint with the airline click here
* This is to be used as a guide only. We strongly recommend that you read the airline's terms and conditions at the link above. All complaints are to be lodged with the airline directly and not with AirlineRatings.com. Whilst we will endeavour to keep this information accurate and up to date, we can not guarantee it's accuracy and can not be used by the public in their lodgement of a complaint for compensation against any airline
Click here for more information about our Cebu Pacific reviews and safety ratings system.
Safety Rating Criteria
The 7 star safety assessment criteria for all airlines is as follows
Is the airline IOSA certified? If yes two stars are awarded; if not, no star is given.
What is IOSA Certification? The IATA* Operational Safety Audit (IOSA) certification audit is an internationally recognised and accepted evaluation system designed to assess the operational management and control systems of an airline. IOSA uses internationally recognised audit principles and is designed to conduct audits in a standardised and consistent manner. Airlines are re evaluated every two years. Registering for IOSA certification and auditing is not mandatory therefore an airline that does not have IOSA certification may have either failed the IOSA audit or alternatively chosen not to participate. *IATA (International Air Transport Association)
Is the airline on the European Union (EU) Blacklist? If no a full star is awarded; if yes then no star is given.
What is the EU Blacklist? A list of airlines banned from flying into European airspace due to safety concerns arising from alleged poor aircraft maintenance and/or regulatory oversight. Airlines banned by the EU may have a flawless safety record however the potential risk towards passenger safety is deemed by the EU as too high and a ban is put in place
Has the airline maintained a fatality free record for the past 10 years? If yes the airline is awarded a full star; if not then no star is given.
A fatality is deemed as the death of crew and/or passengers whilst on board the aircraft due to an accident. If deaths occurred through acts of terrorism, highjackings OR pilot suicide they have not been included. If an airline suffered a fatal accident through no fault of its own such as a runway incursion on the active runway (an incident where an unauthorized aircraft, vehicle or person is on a runway) this has also not been included.
Is the airline FAA endorsed? If yes a full star is awarded; if not, no star is given.
What is FAA endorsement? In the United States, the Federal Aviation Authority (FAA) has a list that bans countries (not airlines) from flying into American Airspace. The ban arises from a deemed inability to adhere to international aviation standards for aircraft operations and maintenance. According to the FAA Web site, "those that do not meet these international standards cannot initiate new service and are restricted to current levels of any existing service to the United States while corrective actions are underway". An airline or airlines from a prohibited country may have a flawless safety record however the potential risk to safety is deemed too high by the FAA to allow operations in American airspace.
Does the country of airline origin meet all 8 ICAO safety parameters? If yes TWO stars are awarded to the airline. However, if the one criteria that is below the average is so by less than 15 per cent it is considered a pass. If 5 to 7 of the criteria are met one star is awarded. If the country only meets up to four criteria no star is given.
What is ICAO and what are the 8 parameters? The International Civil Aviation Organization (ICAO) was created to promote the safe and orderly development of international civil aviation throughout the world. It sets standards and regulations necessary for aviation safety, security, efficiency and regularity, as well as for aviation environmental protection. The 8 ICAO audit parameters that pertain to safety are; Legislation, Organization, Licensing, Operations, Airworthiness, Accident Investigation, Air Navigation Service and Aerodromes. For more information on a particular country visit: http://www.icao.int/safety/Pages/USOAP-Results.aspx.
Has the airline's fleet been grounded by the country's governing aviation safety authority due to safety concerns? If yes an additional star will be taken off the total for five years from the time of grounding
Does the airline operate only Russian built aircraft? If yes an additional star will be taken off the total.
Low Cost Carrier Rating Criteria
These carriers typically do not have passenger lounges, business or first class cabins, or are part of alliances. These carriers offer a lower level of service than full service carriers and
generally work on a point to point route network. The level of passenger comforts such as meals, blankets, pillows and IFE is low, variable or non-existent and if available usually needs to be purchased. Low cost
carriers typically operate one or two aircraft types and rarely transfer baggage from one flight to another.
The 5 star assessment criteria for low cost airlines is as follows:
Personal In Flight Entertainment
1 star for personal seat back screens (or personal devices) either paid for or complimentary. No star for no in flight entertainment.
1/2 star for shared cabin screens on most flights of two hours duration or more or mixed fleet (some aircraft with personal in flight entertainment and some without).
NOTE: Wi-Fi capability is considered a form of in flight entertainment and follows a similar rating therefore if the airlines is Wi-Fi-equipped across the whole fleet = 1 star; if only half the fleet is equipped = 1/2 star.
Cabin space and comfort
1 star for seat pitch of 30 inch and above. No star for seat pitch less than 30 inch.
1/2 star for mixed across fleet (some aircraft above 30 inch, some below 30 inch).
1 star if non-alcoholic beverages provided complimentary. No star if not available on fights less than 90 minutes.
1/2 star if only available for purchase.
1 star for fresh foods such as sandwiches and hot meals on flights over 2 hours available for purchase. No star if no food available on flights under 90 minutes.
1/2 star if snack foods only (chips, chocolates, nuts, biscuits) on flights over 2 hours.
1 star if significant recline (2 inches or more). No star if no recline.
1/2 star if mixed across fleet (some aircraft have reclining seats, some do not).
NOTE: Editors discretion will be used in situations where the information is not available from the airline.
No rating is made on the inclusion of baggage as different tickets allow for baggage and it varies too significantly between airlines to make a reasonable comparison and judgement.