Frequently Asked Questions

  1. What is GetGo?

    GetGo is a lifestyle rewards program that allows you to accumulate points on your everyday spending (on groceries, utilities, gasoline, etc.) and redeem those points for a free flight.

  2. Who can enroll in GetGo?

    Membership is open to anyone, regardless of nationality and residency.

  3. Is there a minimum age requirement to enroll in GetGo?

    No, however Minors under the age of 7 are required to ask their respective parent or legal guardian to contact GetGo Team for security and protection purposes.

  4. How do I enroll in GetGo?

    You can enroll via:

    1. Website: Visit GetGo website at www.GetGo.com.ph
    2. Phone: Contact GetGo Team at +632 714-3846 (71GetGo)

     

  5. Is there a membership fee for enrolling in GetGo?

    With effect from 27th Nov 2017, membership in GetGo is complimentary and comes with a virtual account number issued upon successful enrollment. No plastic membership card shall be issued as part of membership enrollment or required as proof of membership.

  6. What happens after I am successfully enrolled in GetGo?

    You will be assigned a a virtual account number, which you can use to start earning GetGo points. Note that if you are looking to earn on purchase transactions with some of our retail partners, the physical card may be required due to operational constraint. Please check the mechanics of the specific partner.

  1. How do I get the card?

    With effect from 27th Nov 2017, membership in GetGo is complimentary and no plastic membership card shall be issued as part of membership enrollment nor required as proof of membership. If you have already ordered the card before 27th Nov 2017, delivery is as usual.

  2. What is the waiting time for the card to be delivered to me?

    You can expect the card to be delivered to your preferred address within 20 business days. In the meantime, you may already start earning with our online partners.

  3. What happens if I did not receive the card after 20 business days?

    Please submit your feedback here for us to investigate or you may contact us for further assistance.

  4. I do not live in the Philippines. How can I receive the card?

    Unfortunately, we do not deliver the card to an overseas address for the time being. You may provide a local address of someone you know for the card to be delivered to. To ensure that your address is within our courier partner's service areas, refer to the following guidelines:

    1. Service Areas
    2. Out-of-Service Areas
    3. If your address is not part of any service areas, you may choose any of the designated locations as the nearest alternative

     

  5. What should I do if the card was stolen/lost?

    You may contact us to close the old account to which your stolen/lost card has been tagged to and open a new one. At the same time, you may also place order for a new card. Note that the new card is subject to a replacement card fee of Php100.

  6. I received a wrong card design, what should I do?

    You may call us for further assistance.

  7. I received a damaged card, what should I do?

    Using your email address registered with GetGo, send a note to contactus@GetGo.com.ph with the following:

    1. A scanned copy of that damaged card
    2. Details such as date of birth, GetGo membership number, and the date and time that the card was received

     

  8. I received a card with incorrect details, what should I do?

    Using your email address registered with GetGo, send a note to contactus@GetGo.com.ph with the following:

    1. A scanned copy of that card with incorrect details
    2. Details such as date of birth, GetGo membership number, and the date and time that the card was received

     

  9. I have ordered the card but I won't be available at my residence for the next 20 business days to personally receive it, what should I do?

    No worries, our courier will still deliver your card to your designated address. You can just have a relative or someone you know to receive the card on your behalf.

  10. The card delivery address that I have provided is wrong, can I still correct it?

    No, you can't. Once a card order has been submitted, it is considered final.

  11. I have provided an international address for the card to be delivered, what should I do?

    Using your email address registered with GetGo, send a note to contactus@GetGo.com.ph with the local address that you want the card to be delivered to, and the name of the person who will receive the card on your behalf. To ensure that your address is within our courier partner's service areas, refer to the following guidelines:

    1. Service Areas
    2. Out-of-Service Areas
    3. If your address is not part of any service areas, you may choose any of the designated locations as the nearest alternative

     

  12. I have waited for at least 20 business days from the time I order the card, and still I have not received it, what should I do?

    Your card may be undeliverable (return to sender) due to the following reasons:

    1. Incomplete address
    2. No one to acknowledge the receipt of the card that was indeed delivered
    3. Address cannot be found

    Please submit your feedback here for us to investigate or you may directly contact us for further assistance.

  13. I bought a membership kit with the GetGo card in it, but somehow I can't activate it, what should I do?

    You may call us for further assistance.

  1. How do I access my account?

    You can access your account via logging in to the GetGo website with your email address and password. Alternatively, you may contact us for someone to assist you with your inquiries.

  2. I forgot my password. What should I do?

    You can submit a request to reset password via the GetGo website or by contacting us. An email with reset password link will be sent to you.

  3. How do I update my profile information?

    Simply log in to the GetGo website to do so.

  4. The name of my account is incorrect. How do I change it?

    You may contact us to request for this. For security purposes, we do not allow name changes online.

  5. Can I transfer my account to someone else?

    No, GetGo membership is non-transferable.

  6. Will my account be closed if my points have expired?

    No, your account will not be closed and you can still enjoy the full membership benefits.

  7. I requested for the reset password link, but somehow I did not receive it in my email inbox, what should I do?

    Depending on the settings of your email provider, the link might be placed in your spam/junk folder. If the link is also not found in your spam/junk folder, you may call us for further assistance.

  8. I have received the reset password link. How many days will this link be active?

    The link will be active for only 7 days. After 7 days, it will automatically expire. If you did not access this link to change your password, your current password will be retained.

  9. I have multiple accounts and I want to link all of them together so that I only need to manage one profile, what should I do?

    You may call us for assistance. As part of the verification process, you will be asked to furnish specific details in order for us to process your request.

  10. I just got another GetGo card that bears a different number from my master account. How do I link it to my master account?

    You can do it via the GetGo website by following these steps:

    1. Login to your master account
    2. Click on "Link another card to this account?" located at the top right hand corner
    3. Under the "Link Another Card" section, enter the card number and complete the link process

     

    Alternatively, you may call us for further assistance. As part of the verification process, you will be asked to furnish specific details in order for us to process your request.

  1. When can I start earning points?

    You can start earning points immediately after successful enrollment with the assigned membership number. Note that if you are looking to earn on purchase transactions with some of our retail partners, the physical card may be required. Please check the mechanics of the specific partner.

  2. How do I earn points?

    You can earn points via:

    1. Taking a qualifying flight with Cebu Pacific Air or Cebgo
    2. Making an eligible purchase at our partner outlets
    3. Converting points earned in one of our partner rewards programs to GetGo

    For more information on how to earn points, you may refer here.

  3. Who are the participating partners of GetGo?

    Our partner network is growing continuously. For the most updated list of partners, click here.

  4. What happens if my account is inactive?

    Your account will become inactive if you do not have at least one (1) qualified earn activity for the past 12 consecutive months. A qualified earn activity shall refer to the following:

    1. You have taken a qualified flight with Cebu Pacific Air or Cebgo
    2. You have made a qualifying purchase transaction with any of our partners
    3. You have successfully converted your points earned in one of our partner rewards programs to GetGo points

     

    Once your account has become inactive, all un-redeemed GetGo points shall be forfeited. Your account will automatically be reinstated to active once you have a new earn activity. However, the points that have already been forfeited will not be reinstated.

  5. Can I transfer my points to someone else who is also a member?

    No, transfer of points to another member is not possible.

  6. How do I keep track of the points earned

    You may log in to the GetGo website to view your transaction history.


  Earning on Flights

  1. How many points will I get on a flight?

    You will earn 1 GetGo point for every Php5 (or equivalent) spent on the base fare and select add-ons with Cebu Pacific Air or Cebgo. Note that there is no partial earning of points allowed. Earn mechanics may be varied at any time without prior notice.

  2. Are there flight tickets that do not earn points?

    Yes, non-revenue tickets or tickets with special provisions are excluded from points earning. To check, please refer to the Terms and Conditions for details.

  3. Can I earn points on taxes and fees?

    Points may only be earned from your base fare. Taxes and fees are not eligible.

  4. Can I earn points on add-ons (e.g. prepaid baggage allowance) that I have purchased as part of my redemption flight booking?

    Yes, you may earn on selected add-ons, such as prepaid baggage allowance, prepaid inflight meals, seat selection and prepaid sports equipment, that are purchased as part of your revenue flight booking. However, add-ons purchased as part of your redemption flight booking are excluded from points earning at the moment.

  5. Can I earn points on excess baggage allowance that I have purchased over-the-counter at the airport?

    Points earning are only applicable on prepaid baggage allowance. At the moment, excess baggage allowance purchased over-the-counter at the airport is not eligible to earn points.

  6. When will I receive the points for the flight that I have booked?

    As long as your membership number was provided during booking, points will be automatically credited to your account within seven (7) days after flight departure.

  7. I have forgotten to add my membership number when I booked my flight. Am I still entitled to the points?

    To ensure points are credited to your account, please provide your membership number during booking. Starting 1st April 2017, retroactive claim for missing points after flight departure shall no longer be accommodated.

  8. I have added my membership number when I booked my flight. However, I still do not see the points in my account.

    Please allow up to seven (7) days for the points to be credited to your account. If for some reason, you are still unable to see your points, please call us to have it fixed.

  9. I am enrolled in GetGo. Can I earn points for a flight that I took in the past?

    Starting 1st April 2017, retroactive claim for missing points after flight departure shall no longer be accommodated.

  10. I have not enrolled in GetGo. Can I still earn points for the flight that was taken less than 1 month ago?

    Starting 1st April 2017, all flights taken prior to your membership are excluded from points earnings.

  11. Can I earn points on other traveler's flight?

    .You are not eligible to earn points on flights booked in the names of other passengers.

  12. Can I earn points for a flight that I have purchased for someone else?

    You are not eligible to earn points on flights booked in the names of other passengers, even if you have paid for them.

  13. The amount of points awarded to me is not correct, what should I do?

    In case of any points discrepancy in your account, please contact us to have it fixed.


  Earning on Partners

  1. How do I earn on partners?

    You can either convert your rewards currency (or points) in one of our partner rewards programs to GetGo points or earn direct GetGo points on eligible partner transactions. Click here for more details about the partner mechanics.

  2. How do I go about converting points from participating partner rewards program?

    You may click here for more details on the exact instructions as they differ from partner to partner.

  3. I have submitted the conversion request but still do not see the points credited to my GetGo account. What should I do?

    Please allow up to seven (7) business days for the conversion process to be completed and the according GetGo points to be credited. If you still do not see the points credited after this timeframe, you may contact us.

  4. If I submitted the conversion request, can I cancel it?

    No, cancellation or reversal of a conversion request is not allowed once submitted.

  5. Is there a minimum or limit on the number of GetGo points that I can convert to?

    The conversion mechanics vary per partner. For more details, you may click here.

  6. Can I file a retroactive claim for missing points due on eligible partner transactions?

    Partners do not accept retroactive claim for missing points, unless stated otherwise.

  1. What can I redeem my points for?

    You can redeem your points for a flight (including add-ons) with Cebu Pacific Air or Cebgo.

  2. Can I redeem my points at partner outlets?

    At the moment, you can't redeem your points at partner outlets. Visit GetGo website regularly for news and updates.

  3. How do I redeem my points?

    You can redeem your points by logging in to the GetGo website or by contacting GetGo Team.

  4. How many points are needed to redeem a flight?

    The number of points required for a redemption flight varies according to seasonality, demand, time of booking, destination, and other factors and is subject to change anytime.

  5. Can I use my points for taxes and fees associated with my redemption flight booking?

    Yes, you may do so if you have sufficient points.

  6. Can I use my points for add-ons (e.g. prepaid baggage allowance) to my redemption flight booking?

    Yes, you can use your points to redeem for add-ons during initial redemption flight booking.

  7. Can I redeem a flight for someone else?

    Yes, you may do so, by simply adding them to your Sharing Circle.

  8. I do not have enough points to redeem a flight in full. What can I do?

    We will convert the shortfall in points into cash payment and you can pay using credit card, debit card or other available forms of payment.

  9. Can I earn points on the cash payment of the booking as described in E8?

    No, you cannot.

  10. I want to cancel my redemption flight booking. What should I do?

    You may contact Cebu Pacific Air to make a cancellation request to your redemption flight booking, subject to fare conditions and the prerogative of Cebu Pacific Air and Cebgo. Note that cancellation cannot be done online at the moment. For avoidance of doubt, upon authorized cancellation the member may only apply for the creation of Travel Fund as a form of refund subject to the General Terms and Conditions of Cebu Pacific Air and Cebgo; no other form of refund of points is allowed, and points are not convertible to cash. GetGo reserves the right not to provide specific details on how the final value of the Travel Fund is derived.

  11. I want to modify my redemption flight booking. What should I do?

    You may contact Cebu Pacific Air to make a modification request to your redemption flight booking. Note that modification cannot be done online at the moment. Modifications are subject to fare conditions and the prerogative of Cebu Pacific Air and Cebgo. Any fare difference or change fee incurred as a result of rebooking or rerouting a redemption flight ticket can only be paid using a credit card or other available payment methods; no use of points is allowed in such case.

  12. I made a redemption flight booking and my payment for the amount due in PHP did not push through. What will happen to the booking?

    Since you did not complete the payment, your booking will be auto-cancelled by the system after a holding time period of 20 minutes thereabout, and the unused points will be returned back to you.
    If you have opted to settle the amount due via 24 hour Payment Center, your booking will be held for 24 hours; if the payment is still not settled after 24 hours, your booking will be auto-cancelled by the system and the unused points will be returned back to you.
    Should you still wish to proceed with your intended travel, you will have to submit a fresh booking subject to prevailing fare.

  13. I already have a confirmed booking made earlier. Can I later redeem add-ons using my points?

    At the moment, this is not supported. We are constantly making improvement in our process, stay tuned for more updates.

  14. Can I use my points to offset the cancellation or rebooking penalties incurred on my commercial booking?

    At the moment, this is not supported. We are constantly making improvement in our process, stay tuned for more updates.

  1. What is Earning Circle?

    Earning Circle is a group feature that allows you to combine your GetGo points together with seven (7) other members of GetGo, which makes earning of points easier and faster. One of the members of an Earning Circle shall be the Head, and has certain controls.

  2. How can I be part of an Earning Circle?

    There are 2 ways to be part of an Earning Circle:

    1. Start an Earning Circle by yourself (hence becoming the Head) and invite other members to participate in your Earning Circle
    2. Join an existing Earning Circle by sending an online request to the Head of that Earning Circle

     

    Note: Administration of Earning Circle can be done after logging in to the GetGo website.

  3. What is the maximum size of an Earning Circle?

    The maximum size of an Earning Circle is eight (8), composed of (1) Head and seven (7) other members. Once these 8 slots are filled, no new member can join the Earning Circle until an existing member leaves.

  4. What happens after I join an Earning Circle?

    All your existing GetGo points (including those earned from future activities) shall be automatically pooled to an Earning Circle balance for common use by other members of that Earning Circle.

  5. Can I be part of multiple Earning Circles at one time?

    No, you can only be part of one Earning Circle at a time. Once you are successfully part of an Earning Circle, you cannot leave that Earning Circle for a minimum lock-in period of six (6) months.

  6. Who can be the Head of an Earning Circle?

    Any member of the particular Earning Circle, except minors, can be the Head. In an Earning Circle, the one who created the group automatically is the head but can re-assign this to another member anytime.

  7. What controls does the Head of an Earning Circle have?

    The Head have the following controls:

    1. Ability to decide whom in the Earning Circle can redeem from the Earning Circle balance
    2. Ability to remove any member of the Earning Circle, provided the lock-in period for that member is satisfied
    3. Ability to assign another member of the Earning Circle to be the next Head
    4. Ability to invite a member to be part of the Earning Circle
    5. Ability to decide whether to accept a particular member's request to join the Earning Circle

     

  8. I want to switch Earning Circle. When can I do it?

    You can switch when your lock-in period is up, and there's a vacant slot in the Earning Circle that you are moving to.

  9. What happens to my points when I leave a Circle?

    When you leave an Earning Circle, you can take along all points that you have personally contributed, less those that were already redeemed by other members.

  1. What is Sharing Circle?

    Sharing Circle is a group feature that allows you to redeem your GetGo points (from either your personal balance or Earning Circle balance) for a redemption flight on behalf of the people that you have nominated.

  2. How many nominees can I include in my Sharing Circle?

    You can add up to seven (7) nominees, regardless if they are members or non-members of GetGo.

  3. How do I add nominee(s) to my Sharing Circle?

    Administration of Sharing Circle can be done after logging in to the GetGo website.

  4. What do I have to take note before adding someone to my Sharing Circle?

    Once you have successfully filled a slot, you cannot replace it with another person until a minimum period of six (6) months has passed.

  5. I would like to redeem for my nominee, and I am also part of an Earning Circle. Can I use points from the Earning Circle balance?

    Yes, you may do so. During redemption flight booking, you will be asked whether to redeem from your personal balance or from your Earning Circle balance (provided the Head of your Earning Circle has given you the privilege to redeem Earning Circle balance points).

  6. Can my nominees administer my points for redemption purpose on my behalf?

    No, only you have the control to administer your own points. To redeem a redemption flight for your nominee, you need to make the booking personally.

  7. I have filled up all my available slots. What if I need to replace one of my nominees with another person?

    As soon as a slot becomes available after the lock-in period is satisfied, you will be able to do the replacement.

  1. How do I receive the latest news and promotional offers from GetGo?

    Simply subscribe to our email alerts to receive exciting news and offers from GetGo. You can also visit the GetGo website and follow us on Facebook, Twitter and Instagram.

  2. How do I unsubscribe from the emails on news and promotional offers from GetGo?

    If you wish to stop receiving emails from us, you may unsubscribe via the link provided at the bottom of each email.

  3. What happens if I choose to unsubscribe from the email alerts from GetGo?

    You will not receive any news and offers from GetGo, or be included in our email marketing and promotional campaigns.

  4. Is there a quick way to check my points balance?

    The fastest way to check your points balance is to login to the GetGo website.

  5. If I have an inquiry or feedback to make, how do I contact GetGo?

    You may contact us here.

  6. Can I suggest a merchant to be a participating partner with GetGo?

    Yes, your suggestion is important to us. If you would like to a specific merchant to be part of our partner network, feel free to contact at partners.support@getgo.com.ph.