Flight Disruptions

• What are the reasons for the cancellation, delay, or rescheduling of my flight?

  Several reasons can lead to a flight's cancellation, delay, or rescheduling. The typical causes are weather conditions, mechanical issues, air traffic congestion, crew availability, security considerations, operational issues, and decisions made by the airline or its operations team.

• What should I do if the flight schedule has changed?

  Sunlight Air is dedicated to ensuring passenger welfare when flight changes occur, offering a range of options in accordance with the Philippine Air Passenger Bill of Rights:

  Schedule Change of Less Than 2 Hours

  • Passengers will proceed with their flights as revised.

  • No further options are extended.

  Schedule Change of 2 to 3 Hours

  • Rebooking: Passengers are entitled to one-time rebooking free of charge, valid within ±30 days of the original flight date. Beyond this window, fare difference applies.

  • Travel Fund: The total paid fare may be converted into a Travel Fund, valid for 730 days (2 years).

  Schedule Change of 3 Hours or Longer

  • Rebooking: Rebooking is available at no cost within ±30 days. Beyond that period, fare differences will be applied.

  • Travel Fund: Full fare may be converted into a Travel Fund valid for 730 days.

  • Full Refund: Guests may request a complete refund via their original method of payment.

  Note: Passengers must acknowledge flight disruption advisories within 30 days. Once confirmed, further changes are subject to standard ticket regulations

• If my original flight schedule changes and the new one doesn't work for me, what should I do?

  While most schedule changes are typically minor, if your original flight schedule changes significantly and no longer suits your needs, please get in touch with us. We'll work to find alternative flight options or provide travel credit or refunds (limited only to the cost of the flights purchased) when necessary.

  If your flight has been disrupted, you must acknowledge the flight disruption advisory within a 30-day timeframe. Failure to comply will lead to the confirmation of the new flight schedule, and any change requests will be subject to the ticket fare regulations.

• My flight was canceled due to severe weather conditions. What are my options?

  If your flight is canceled due to severe weather conditions, Sunlight Air offers several recovery options to support affected guests:

  • Rebooking: Free rebooking within ±30 days; additional fare differences apply beyond this period.

  • Full Travel Fund: Valid for 730 days for future travel.

  • Full Refund: Offered to the original payment method

• My flight was canceled due to operational requirements. What are my options?

  In the unfortunate event of a flight cancellation due to the airline's operational requirements, we offer several service recovery options: you can choose to store the ticket value as Travel Fund (which remains valid for 730 days or 2 years), rebook your flight to the next available one at no additional cost, or request a refund.

• What kind of compensation can I receive in case of a flight disruption?

  The compensation available depends on the case of the flight disruption and is in accordance with the Passenger Bill of Rights. To inquire about the compensation available for your disrupted flight, please send your inquiry along with your booking details to customercare@sunlightair.ph.

• Can I request to be rebooked to other dates instead?

  Usually, we permit free rebooking without charges for flights affected by a flight disruption, whether it's more or less than thirty (30) days from the original flight departure date.

• Can I request to be rebooked through another airline instead?

  Yes, you may request rebooking with a different airline if your flight is canceled on the same day. Please keep in mind that this is contingent upon the availability of the alternative airline.

• What happens to my prepaid ancillary services if my flight has been changed?

  If you have purchased ancillary services and your flight has changed, the prepaid ancillary will be carried over to your new flight.

• How do I contact Sunlight Air if there are things I want to clarify?

  You can reach us at +63 2 5 328 0808 (Monday to Sunday, 7:00 AM - 7:00 PM), Facebook Messenger, or Instagram Direct Messenger (Wednesday to Sunday, 8:00 AM - 10:00 PM / Monday to Tuesday, 8:00 AM - 5:00 PM) or at customercare@sunlightair.ph.

• Can I get a refund for my canceled flight, and how long does it take to receive it?

  You may request a full refund at refunds@sunlightair.ph for canceled or disrupted flights. Kindly indicate the details of your booking when making a request. The refund processing usually takes around thirty (30) to ninety (90) days.

• Can I convert my canceled flight into a Travel Fund?

  You can convert your canceled flight into a Travel Fund, valid for up to 730 days or 2 years.

• What should I do if my flight has been delayed?

  If the delay is attributed by the airline, your available options depend on the length of the delay and its cause in accordance with the Philippine Air Passenger Bill of Rights:

  Delay of 1 hour

  • You may request assistance; however, no legal obligation exists for Sunlight Air to rebook your flight without charge or waive any fare difference.

  Delay of at least 2 hours

  • Sunlight Air will provide meals, drinks, communication, and regular flight status updates.

  Delay at least 4 hours

  • You are entitled to a free rebooking or refund with no additional fees.

  Delay for more than 6 hours

  • Free rebooking is given, or you can also refund your ticket.

  • Travel certificate (voucher) is issued only if passengers opt to proceed with the next available flight rebooked by Sunlight Air.

  Note: These rights apply only to airline-caused delays. Weather-related or government advisories follow separate protocols.

• I want to request a Disruption Certificate for my travel insurance. Where could I get it?

  For issuance of Certificate of Cancellation, you may send an email to customercare@sunlightair.ph and include the following details:

  • Passenger(s) name:

  • Booking reference:

  • Reason of request: