Philippine Airlines
Reviews and Complaints

I booked a ticket today {Mar 29, 2019 @ about 7pm using online booking . The route is Bacolod-Manila on April 1, 2019 at 06:35 am. I paid it through payment center (7/11) at about 7:20Pm the same day in General Santos City Philippines. When I checked my e-mail after 15 minutes, i got two passengers with the same name on it. They gave me this booking reference JXEZPS. I called Manila ticketing office for many times however nobody answer, i send my employee in the ticketing center in the airport at terminal 3 however they said that i must correct it thru online also. I got two (2) passengers with the same names in the same booking reference. Pls Help me change it to another name. I hope you can act on this request/problem.

March 15, 2019

Philippine Airlines Complaint Desk
MCIAA, Lapu-lapu City, Cebu

Sir/ Madame:

Greetings!

I'm Alan A. Nunez; purchaser of Mr. & Mrs. Alfredo Y. Lua's Socor Construction Corporation. I've been trying to contact your office but to no avail. Nobody answers my call.

Could you please correct the erroneously typed name spelling of passenger Ms Ma. Filinas O. Lua into Ma. Filipinas O. Lua. Her booking reference number is MKTTDZ. Ticket Number: [protected] for Cebu to Manila. Also, they're requesting a baggage of 20 kgs.

Your kind consideration is highly appreciated. Thank you very much!

Sincerely,

Alan A. Nunez

I paid an extra $100.00 each way on my trip back to Manila and back to Los Angeles, CA. On my trip back to Los Angeles, CA on 2/10/19 via PR 102 my seat on 41H was so uncomfortable. The tv/monitor was not working, the little table for meals was lopsided that I have to hold on to my tray so it won't fall off the table. Seatmates on 41 I and 41 J were overly huge men that their body was overflowing off their seats. Even if my seat was an aisle seat, I was push out of my full seat and only able to squeeze myself in 2/3 of the seat.
for a 12-13 hour flight can you imagine not being able to even take a nap because I have to sit straight and not dare slouch or move sideways as if I do the remaining space of my seat will be taken by passenger on 41 I.

If you are going to charge and extra $100.00 for a seat please make sure that is is at least decent and that the other passenger are of comfortable weight limit.

I will like to request to be reimburse for my set on PR 102 (2/10/19). I paid good money and deserves to at least be in a good seat.

Mary Jennette Lugmoc

Last Feb 2, 2019 with flight number PR2345 bount to Davao from Cebu, i asked for assistance in putting my small handcarry to the overhead bin storage. He was right infront of me standing and asking for my seat number. I politely asked for his help as i am only 4'11". I had to ask him 3x and he said no. I didnt know if its not allwed to ask him or if its even his job or not. I was just asking for assistance and felt so embarrased with the experience. I think it was pretty rude to decline a request. I have been flying with PAL for so many years. At times I use the same airline from canada directly to the Philippines. It was such a dismay to get a very bad customer service from Ethan. I didnt get his lastname but it was 6pm flght of PAL, PR2345. I hope you can do something with the bad experience and hope more flight attendants are approachable and helpful in every situation.

I am Judge Erlinda Sendino Tersol, retired Judge of the 12th Municipal Circuit Trial Court of Cabatuan- Maasin, Iloilo. My niece Clarice Sendino boarded PAL Flight PR 0127 from John F Kennedy Airport on January 24, 2019 at 1:45am, checked in two (2) suitcases. and arrived at NAIA Terminal 1 at around 7:20am January 25, 2019. She got her two (2) luggages from the conveyor, passed through Customs and turned over her two (2) luggages at the Transfer desk at NAIA 1 . She then boarded the bus to transfer to NAIA 2 for her connecting flight to Iloilo PR 2143 at 1:25pm. When she arrived at Iloilo International Airport at Cabatuan, Iloilo, only one of her checked in luggage arrived and was advised to come back in the next trip of PAL from Manila. Sad to say the luggage did not arrive until today January 28, 2019.A follow-up was made with the PAL employee at the airport and she informed us, that they have emailed PAL Manila Airport already. A request was made to inform us of actions taken to recover the luggage but no information has been received from them until now. A complaint was already filed with the Civil Aeronautics Board at Iloilo International Airport. Your prompt action on this complaint is greatly appreciated.

To Whom it may concern…

My name is Phillips J. Laboy and 6 Jan 2019 on Philippine Airlines flight PR 654 from MNL to RUH flying BUSINESS CLASS I had one of the worst experiences I've had in my 60 years…

I would like to say that up until 6 Jan 2019 I've greatly enjoyed my flying experience with Philippine Airlines and over the last couple years I've flown BUSINESS CLASS many times and on 17 Jan 2019 I have another trip back to the Philippines with Philippine Airlines and again I will be flying BUSINESS CLASS…

As stated about, on 6 Jan 2019 on a flight from MNL to RUH flying BUSINESS CLASS I had one of the worst experiences I've had in my 60 years…

During our lunch meal after takeoff the flight attendant/cabin member dumped the entire HOT meal into my lap… I know that things do happen in life and the flight attendant said over and over that she was sorry, but this doesn't take away from something that should never have happened…

After cleaning up the mess to my personal clothing I had to go into my carry on and proceed to the CR to change into some clean clothing… I want Philippine Airlines to know that this was a great embarrassment to me and after everything that happened, no one volunteered to pay for the pants or give any type of compensation…

I know that this matter can be resolved and I look forward to hearing from Philippine Airlines…

Flight to Riyadh
Philippine Airlines PR 654
Confirmed code: VGNMDW

Phillips J. Laboy
Retired US Army
Military Advisor Consultant
Saudi, Arabia
[protected]@hotmail.com
+[protected]

"An optimist is a person who sees a green-light everywhere he goes, while a pessimist person sees only the red stoplight at every corner... A truly wise person is colorblind and sees nothing but goodness in all mankind"

Hello, we booked a flight with PAL from Dumaguete to Manila at 10, 45 am on November 20, 2018. This flight was cancelled because of missing income flight. Since we had a connection flight from Manila the same day at 5, 00 pm, we had to book a flight with Cebu Pacific scheduled at 12, 30 pm. After we return from Singapore we went to their office the following week and ask for refund (appr. 7000 + Pesos).in the meantime we went there three times to cash the amount, however, every time we have been told: sorry, we had no sales, thus we can not pay to you. No sales at around noon time? I could imagine what might be the reason.
It is almost impossible to contact Philippine Airlines in Manila. What would be your advice?
Thanks + Best regards
Vivian and Holger Lau

I tried to book a flight in your mobile application last december 13. Your app prompted that my booking was unsuccessful. Because of that I booked a flight with a different airline. After a few minutes, I received an email from pal that my booking was successful. I called your customer service in davao that there is a conflict in your apps bookings. Your agent told me that it is a case of delayed notification.in that case, your app could have prompted for me to wait for a few minutes to have a confirmation not that the booking was unsuccessful. I demand a refund for this because I cant afford to pay for your applications inability to function properly. And it is not right that I have to suffer for your mobile applications service glitch.

I booked a flight from Hong Kong to the Phillipines return in order to attend my brothers wedding. Two days later after booking I found out that I was unable to fly. Due to personal circumstances I am in a waiting list for egg donation and after speaking to the nurse just two days later I found out I was unable to fly due to the Zika Virus. Phillipine Airlines have shown no compassion and won't refund even though the flight is in 3 months time. Cathay Pacific have shown more compassion - I wouldn't recommend this company - awful money grabbing company with no morals or ethics.

(NOTE: This complaint had already been emailed to [protected]@pal.com.ph on Dec 1, 2018 but we have not received any reply nor acknowledgement.)

TO: Philippine Airlines Complaint Department

SUBJECT: Downgrading of Two Paid Premium Economy Seats to Economy with Leg-room

Booking number VOVTMH,

Sydney to Manila, Nov 4, Flight PR212

Manila to Sydney, Nov 23, Flight PR211

Dear Sirs/Madam,

Sometime last June 2018, my wife and I booked two return flights from Sydney to Manila (Nov 4) and Manila to Sydney (Nov 23). Because my wife is diabetic and has difficulty travelling economy (we always request wheelchair assistance for her in airports), we booked premium economy as usual at a cost of $1546.76 per person. PAL sent us confirmation and receipt for the tickets. I attach here copies of the e-tickets stating the booking number, flight details and amount paid. I also attach our boarding passes on the return flight to Sydney.

When we checked in at the Sydney PAL counter on Nov 4, we were greeted with the news that PAL had switched planes and the one we were boarding did not have premium economy. We queried why we were not informed and they could not tell us why. They just said we have no choice but to downgrade to economy. They were not able to upgrade us to business class because it was full. The most that they could do was to give us economy seats with leg room. To add insult to injury, we were told two things: 1) that the same thing will happen on our way back to Sydney, and 2) it was up to us to contact PAL so we can get a refund of AU$300 per person. In other words, if we do not contact PAL, tough luck, they won't do anything. They did assure us that we will get leg-room seats on the way back to Sydney.

While we were waiting to be boarded, we did some research and found out that other passengers paid AU$735.00 for the same economy seat that we were being downgraded to. They paid AU$600 for return economy, AU$50.00 to travel on a weekend and AU$85.00 for extra leg-room, totalling AU$735. Because we paid AU$1546.76 per person for the cancelled premium economy tickets, then we are entitled to a refund of AU$811 per person, not the AU$300 that the check-in lady said we were entitled to.

While we were aboard the plane, we expressed our discontent to the airline staff. A senior flight purser interviewed us, took our details in her laptop, took pictures of the complaint letter that I had composed and assured us that the matter would be sent directly to PAL headquarters. They did not tell us that PAL headquarters is a black hole that swallows up complaints and forgets about them. We did not hear anything more about the matter.

On Nov 22, one day before our return flight to Sydney, we called PAL to ask if there was any change in the situation. We were told that the same thing is happening on the flight back to Sydney, there is no premium economy as we were told. And then, to our horror, we found that the leg-room seats that we were allocated for on our way in had been allocated to other people and that we are being given normal economy seats. I spent forty minutes on the phone (hotel phones are expensive in Manila) just getting PAL to give us back the leg-room seats that were given to us back in Sydney. I was so frustrated I was on the verge of screaming.

After we checked in at the PAL counter at NAIA Terminal 2, we were told to report to the PAL office in the airport, without anybody telling us why. At the office, a junior clerk started typing out things on his workstation without even asking or telling us why. When he had finished, he asked us to sign some papers and we asked, what are these papers? He said we are being given a US$100 voucher per person as compensation for the inconvenience. I blew my top once more and said that we are entitled to more than cheap vouchers, that I do not intend to argue with clueless junior employees at the airport and that I intended to take up the matter with Philippine Airlines senior staff when we get back to Sydney. When I explained the whole problem to him, it turned out he was not even aware of the problems we had on the way in and was only dealing with the return flight downgrading.

You can see from the above recounting that we had so far dealt with four different staffers of Philippine Airlines and they have four different approaches to this problem. We have also been warned that PAL moves very slowly when it comes to resolving complaints, sometimes taking weeks or months to settle refunds. If this happens, then we have to escalate the matter and bring it to the attention of the appropriate consumer advisory boards, both in Australia and the Philippines.

Back in Sydney, we read PAL's commitment to customer satisfaction.

Philippine Airlines Commitment to Customer Satisfaction

(Issued in Compliance with 14 CFR Part 259.5)

Philippine Airlines, Inc. (PAL) is committed to providing the total quality travel experience to all our customers. We endeavor to create a product that would make us truly proud and our customers satisfied. Our aim is to accord our customers an experience which they would remember us by, through a consistent effort to enhance our service delivery and regular trainings of our employees. We constantly try to improve our current systems and policies with our customers in mind. Our commitment to deliver the service expected of us and which our customers rightfully deserve is a primary and foremost goal.

Promptly provide to customers who are ticketed or hold reservations, and to the public, information about a change in the status of a flight within thirty (30) minutes after PAL becomes aware of such a change in the status of the flight. Information will be provided in the boarding gate area for the flight at a U.S. airport, on www.philippineairlines.com, and via PAL's telephone reservation system upon inquiry by any person. (A change in the status of a flight means, at a minimum, cancellation of a flight, a delay of thirty (30) minutes or more in the planned operation of a flight, or a diversion.)
PLEASE TAKE THESE COMMITMENTS SERIOUSLY.

Antonio Hernandez

Carmen Hernandez

Email: [protected]@gmail.com

Home phone number: 612-[protected]

Mobile phone number: 61-[protected]

Mailing address: 7 Talbingo Place, Woodcroft, NSW 2767, Australia

Name: CHRISTIAN LLOYD A. ROSARIO
Address: Quirino Avenue, Davao City
Agency: Department of Education, Quirino Avenue, Davao City
Cp #: [protected]
Email Address: [protected]@yahoo.com
Flight date: November 4, 2018
Destination: Manila to Davao City
PR 2823

Reference Number: BFAOUE

Dear sir/mam, i would like to request for an electronic copy of my boarding pass which i lost last November 4, 2018 after my arrival at F. Bangoy International Airport, Davao City. I badly needed the electronic copy for my liquidation in my office.
Thank you very much and hoping for your kind consideration.

Sincerely yours,

Christian Lloyd A. Rosario

Sir/Madame

I would like to request an electronic copy of my boarding pass.I was lost on November 23, 2018.I need to used it to my liquidation of my travel.

thank you

Arpe R. Suan
passenger

Name: Mr. Arpe R. Suan
Email address: arps.[protected]@gmail.com
Flight Date: November 15, 2018
Time of Flight: 4:45AM
Destination: MANILA to Tacloban city
Ticket Number: [protected]
Tour Code: ITC468X468D

Flew back today, checked in online and had seat reservations etc
When we approached the check in area the lady said because we hadn't used our connecting flights there would be a charge of US$150 each ... we explained that we had contacted our travel agent and explained our travel agent in advance .
The lady directed us to another desk to pay, That lady cancelled our flights and said we would have to pay for new tickets and they would be US$1498 each !
She said the flight was full but she had 2 seats ( I said yes they are ours you've just cancelled !)
PoQkzs
22nd November Manila to Heathrow under the name Oldale x 2
The irony that the flight had lots of empty seats ..
we had to return home for work so we had to pay this disgusting price which has spoilt our holiday

We were in line to check-in for PAL flight 105 on 11/6/18 in San Francisco. When it was our turn, an agent gestured for us to approach the counter. My husband gave her our passports, but the agent made no effort to look at our passports. Instead, she proceeded to talk to the agent who was standing next to her. After a couple of minutes of being ignored, we asked if she needed our record locator number. The response was "No". After some time, the agent mentioned a name, and my husband informed her that that was not him. She then waved her hand dismissively and told us that if my husband was not this person, she did not want to talk to him! We were shooed away and had to wait in line again.
After another agent checked us in, I approached the very rude agent and politely asked for her name. She replied that her name is "Katrina". She added that is we wanted to complain, her last name is "Ilagan". Instead of an apology, she goaded us to file a complaint. I have been flying PAL for years, and this is the first time that I have felt tje need to complain about an agent. I hope that PAL will re-train this agent. The friendliness and helpfulness of its staff is PAL's strength.

We're 12 passengers depart from tagbilaran to clark flight pr 2873 nov 1, 2018 at 0655am. 2 senior, 1 child & 9 adults.

We were there around 515am not even the checkin counter has opened.

At the counter checkin I requested wheelchair for my mom (69 years old) & my aunt (77 years old) just upon clark arrival as i've thought tagbilaran airport is quite easy that won't required them to walk far & they can be assisted anyway.

Boarding time came. They did prioritized senior as mandated. There's another senior wheelchaired that these ground crew assisted, then there's this more than 4 other passengers we thought their family coz they came with her when the door opened. Then my mom & my aunt. One of my nephew said he needs to accompany our 2 old but then he was rejected. We insist even just one of my niece or nephew acocompanies them but they said no. We asked them how come the other senior got their family with her (but we heard a voice at the back when my nephew said (lola ko naman yun bakit di nyo pasamahin kahit isa sa amin') "kami din lola namin un". The plane was parked a bit ajourn far from the gate we boarded but then I thought someone will accompany them. To our surprise nobody assist them! These 2 poor olds walked by themselves and was about to climb the stairs with no one assisting them. That's the time I pushed myself to the front and insist (this time I started to yell) coz I can see that no one is with them! Imagine the scene looking at my mom & aunt who can't even walked anymore as the plane parked afar at their age to climb on stairs just the two of them? How ridiculous is that? How imhumane is that?

Then I rushed they did stopped me I understand but I really don't care as I need to go with them to make sure hindi sila mahulog or may mangyari pa!

The guards? They did nothing and they even asked the 2 olds to enter at the far entrance (not the first entrance door)

I am so much in dismay. You have to thank god nothing happens to them but the tiredness, both of them wehre knee shaking and couldn't even enjoy the flight anymore. Pareho silang hingal na hingal nanginginig tuhod at pagod!

I was yelling coz wala man lang kahit fa na nagassist sa kanila but then they said ang ground crew ang dapat nagarrange nun at hindi din dapat ganun. (I did apologized to the fas) one of the fa (bad coz im so furious I was nit able to recall their names) said she will call the ground manager to talk to me and then when he came sabi nya ano po nangyari then I narrate then ang sabi nya "chineck ko din po kasi sa checkin ang sabi nyo daw po sa clatk lang kayo nagpapawheelchair)" is that mean bahala na sa buhay nila mga senior na paalis pa lang ng tagbilaran? I did not feelnhis apology anymore na parang normal na lang sa inyo na magdeal sa mga ganun? Its my mom & my aunt who both had their knee problem!

Guess what, my mom's boarding pass was not even collected. What a poor service! It is our first time to pal and we expect more good service as you advertise. We really thoughy it's a good one at least but to our dismay it was the poorest airlines I ever experienced when it comes to treating senior people, unfortunately it was us who experience it.

You guys have all your good thing to advertise but you must be true to it at kahit saang airport pa yan you must standardized it.

They did waited for my mom & my aunt at clark which I expected but my outrage emotions of what just happened couldn't pacify.

I can see how they are so nice with foreigners but not that much fondness with filipinos esp senior!

What a shame really!

You must do something on this, seriously!

Your so much disappointed passenger,

Eva lyn cajucom

On December 22, 2017, I had a flight schedule from New Zealand to Manila. Philippines Air lines offered me to give up my set in return of a round trip ticket from New Zealand to Manila, Manila to New Zealand, to be used from January to
November 2018. I was asking for the compensation voucher through email since June but until now i was not properly entertained, at first they replied my email but later on, i was ignored both the ticketing office in New Zealand and in the main office in Manila.

Name: ARNEL MIRANDA
Agency: DepEd BANQUEROHAN NATIONAL HS
Flight date/time:13:30 DATE: AUGUST 4, 2018
Phil Airlines Cebu-Legazpi

Dear Sir/ Madam

I would like to request for an electronic copy of my boarding pass which was lost last August 5, 2018 after my arrival in Legazpi.I need a copy to be attached for my liquidation in our office. Please send a copy of my boarding pass to [protected]@gmail.com

Thank you very much for your consideration.

Yours truly;

Rigie Encabo

A very rude customer service agent named Lora or Loren!
I called PAL on 17Oct2018 at 9:19am Dubai Time.
We are a family of 4 and travelling to Manila. I asked if the tax and terminal fee is included in the ticket cost because there is a breakdown of "Adult/Kids Tax and Airline Fee." She asked me if I am an OFW, I told no. She actually did not believed me because I am a Filipino working overseas. She told me that OFW should know the answer to that question and if I am not an OFW I need to pay those. Still being polite I asked if my family who is non-Filipino citizen need to pay terminal fee. She told me to call the Consulate. Seriously! I only need an answer of yes or no. Check the recordings. She should not be a customer service professional! She is like those unprofessional Filipino CS agents that are polite with other nationalities but very rude with their own!

Hi I am waiting for a letter from philippines airlines regarding our cancelled flight from manila to Melbourne in August 2018. I have contracted Philippine airlines in manila with little help from them so I contacted Philippine airlines in sydney and they referred me to the sales division. Needless to say I am still waiting for a response. All we are after is a letter stating that yes our flight was cancelled due to another carrier being disabled on the main runway. We need this letter so we can claim our extra accommodation expenses in manila through our travel insurance. Please help us with this matter as I feel this our last hope of getting a result

Kind regards Geoffrey Davison.

Email [protected]@yahoo.com. au