3. On handling of refunds and fare issues

Passengers have the right to refund of optional fees such as seat selector, donation to charity and other extra charges aside from plane fare if the tickets are refundable and the passenger is not at fault (no show, barred from boarding, etc) why he or she failed to board the aircraft.
Promotion flights — often a source of contention among passengers who fail to read the fine print and understand the condition of flights — should include the conditions of flight such as baggage allowance, government taxes, refund policies, and so on, in English and Filipino in its promotional content.
4. On handling passengers with overbooked tickets

To be clear on this, airlines are allowed to overbook tickets under the assumption that those who will be bumped off the flight agree on this voluntarily, and get compensated while agreeing to board another flight. However, if the number of volunteers do not reach the desired number to get the rest of the passengers board the flight as scheduled, airlines are mandated to increase compensation until additional passengers agree to remove themselves from the flight.
5.  On handling passengers missing flights

A passenger who is within the carrier’s defined check-in area at least one hour before published time of flight departure shall not be considered late or a no-show and should be accommodated for check-in procedure. A passenger who arrives later than prescribed time may be denied check-in and directed to a standby or rebooking area for proper processing.
Any dispute arising on this matter shall be settled on-site. For this purpose, carrier must present proof such as video footage, processing slips and other means that show the passenger failed to appear at prescribed time for check-in procedure.
 

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