Cebu Pacific's system upgrade glitch delays and cancels flights

Aviation Updates Philippines - Low-cost carrier, Cebu Pacific Air apologizes after flights get delayed and cancelled due to a computer glitch during a system upgrade since October 1.

Passengers were stranded at the Ninoy Aquino International Airport due to Cebu Pacific's system upgrade glitch on October 1, 2015. Photo from Edwin Llobrera - Rappler

According to Cebu Pacific, the airline upgraded the operating system and caused a glitch. The glitch prevented planes to depart on-time. Around 40 flights were delayed and 18 flights were also cancelled due to the incident.

"We encountered issues in the course of the upgrade, which is preventing us from dispatching flights on time. We are working on normalizing our operations as soon as possible," CEB said in a statement. "For today, however, we expect consequential flight delays and cancellations, and perhaps even tomorrow. We will issue updates to keep the public and our passengers informed as they become available."

Passengers will be transferred and accommodated to the next possible flights. "We sincerely apologize for the inconvenience, as we will provide meals and refreshments to all affected passengers," said the carrier.

Meanwhile, the Manila International Airport Authority has lifted the runway closure of the runways in the Ninoy Aquino International Airport to allow Cebu Pacific to operate more flights. The runway closure is scheduled every day at 1:30 AM to 3:30 AM.

Flights were not able to depart on-time due to the computer glitch during the said system upgrade of Cebu Pacific. Photo from Ajig Ibasco - Philippine PlaneSpotters Group

As of October 2, the following flights were cancelled:

  • ​5J 481/482           Manila – Bacolod – Manila
  • 5J 399/400           Manila – Cagayan de Oro – Manila​
  • 5J 579/582           Manila – Cebu – Manila ​
  • 5J 971/970           Manila – Davao – Manila
  • 5J 629/630           Manila – Dumaguete – Manila
  • 5J 114/115           Manila – Hong Kong – Manila
  • 5J 455/456           Manila – Iloilo – Manila
  • 5J 461/462           Manila – Iloilo – Manila
  • 5J 501/502           Manila – Kuala Lumpur – Manila
  • 5J 647/648           Manila – Puerto Princesa – Manila
  • 5J 375/376           Manila – Roxas – Manila
Cebu Pacific announced that passengers with travel dates from October 1 to October 8 may rebook or get a full refund for travel within 30 days. Affected passengers may contact CEB call center at +(632)7020-888 for more details and options.

To specify their preferred option, guests may visit CEB's ticket offices listed below:
  • NAIA Terminal 3 Sales Office – Level 3, Departure Hall, NAIA Terminal 3, Andrews Ave., Pasay City
  • NAIA Terminal 4 Express Ticket Office – Old Domestic Road, Pasay City
  • KidZania Manila (rebooking transactions only) – Park Triangle, 3245 North 11th Avenue, Bonifacio Global City, 1634 Taguig City
  • Robinsons Galleria – West Lane, Level 1, Ortigas Ave. cor. ADB Ave., Quezon City
  • Robinsons Place Imus – Level 4, Aguinaldo Highway Imus, Cavite
  • Robinsons Place Manila – Level 1, Adriatico Wing, Pedro Gil cor. Adriatico St., Ermita, Manila
  • Cebu Airport Ticket Office – Mactan International Airport, Lapu-Lapu, Cebu City
  • Robinsons Fuente – Fuente OsmeƱa, Cebu City