Philippine Airlines
Reviews and Complaints

As someone who values seamless travel experiences, I must share my disappointment with Philippine Airlines. My recent journey with them was marred by poor customer service and a lack of empathy. From neglected refunds to insensitive handling of personal emergencies, the airline fell short of basic expectations. The reviews from other customers echo similar sentiments, highlighting issues like flight rescheduling chaos, unhelpful staff, and even accusations of racial discrimination. It's disheartening to see such negative feedback, and I urge potential customers to consider these experiences before choosing Philippine Airlines for their travels.

I am the wife of Renato Aguilar, who passed away on January 10, 2023.

Since his passing, I have been following up on the conversion of his travel voucher# [protected] to travel refund.

Finally, I got a confirmation in July 2023 from PAL agent through North America [protected] number that it is approved for conversion to travel refund.

Unfortunately up to now, even with numerous follow up calls almost every week, I have not even received an email as to when I will get the refund.

This travel voucher will expire by end of December 2023 and I still don’t get clear response as to when we wil get refunded.

Do I need to publish this emal to media to get postive response from Philippine Airlines?

Should I write to the board of directors or president of this company to get our refund processed expeditiously?

This is to request a refund of my Pal flight on Nov. 8-12, 2023 in the amount of PHP 10,892.00 plus PHP 5000.00 total of PHP 15,892.00 the flight Manila back to Cebu w my luggage, due to lack of Vietnam visa inspite of my complete documents a misunderstanding that resulted of not able to go to my vacation.

The ticket counter and website checked in approved and checked my documents. I was held up on the MIA upon boarding. Whatever receipts i had will be provided if requested.

Thank you.

Carolina Chen

[protected]@gmail.com

cp: [protected]

Dear Sir/Madam,

PLEASE help me! Its been almost seven months ( since February 2023) that I have already called and emailed different departments/websites of Philippine Airlines regarding my ticket refunds. However, all the responds I get back are the same, either "in progress" or " successful". It is very hard to believe that Philippine Airlines process ticket refunds for such a very long period of time. I hope for your kind consideration.

Thank you.

Respectfully,

Passengers: Sonia Gacutan Rivadelo, Dante R Rivadelo

Ticket #: 079-[protected], 079-[protected]

Refund Applications#: 079L1VF4GXA42, 079L1VFGXA43

Last monday 06 19 2023 my daughter flew from Manila airport going to Los Angeles for 2 connecting flights to Nicaragua.

Upon arriving in LA airport, her luggage was missing. It appeared that her bag was still in Manila.

All her clothes and important stuff (like medications) are inside her luggage.

She has to buy some personal clothes because she has nothing to change.

In Nicaragua since Wednesday 06 21, she is stuck in Granada waiting for her bag.

We have contacted PAL many times but, 4 days later, her bag is still in Manila and we don't have any answer.

On the top of that, her bag has been damage during a 1st flight with PAL last month and they denied their responsibility and her flight has been 1st cancelled and then delayed…

June 19,2023 was my flight back home to Philippines. It was delayed for 5hrs,its fine i understand it happens,what I've experienced was,one of your staff/crew in the boarding area was really unfair,all passenger's carry 2 or more than handcarry,and for sure not all 7kg and its more than. Since im in the check in counter, i was already over baggage for my hancarry but i looked for someone who can carry it then someone help me..So its all passed from the departure area to immigration sad to say in boarding area,he didn't allow though someone bring that luggage of mine..its 7kg of chocolates and its all for my kids and they are expecting on it..Why this happening?yes i know i have mistake coz its already over baggage from the start but someone help. Yes i cried coz really its unfair...Why some he allowed and some are really bulky and really over baggage...Why not taking consideration that's its already in the boarding area? And where that it goes all the items?The staff was unfair and rude...I worked for that chocolates and thats the only I have to give it to my children..Just be fair the service to everyone. Thank you.

I was scheduled to leave BKK to LAX and onward on Allegiant Airlines to SGF, on June 5. I went to BKK airport 3 hours before my flight on PAL741 at 2:00 am, was to depart. The flight board said the flight was canceled. The airport personnel told me to come back as there was no Philippine Airline people there till later around noon. So I went back to sleep. When I went back to the airport the Philippine Airlines personal people were quite rude. They did not have a flight that would allow me to catch my connecting flight to SGF. I booked this flight through Hopper. They said that they contacted you for a refund, and your company said they would refund my ticket. But Hopper said they still haven’t rector yet. It’s been 15 days. I need to get my back surgery done. I also spent 3800 Thai Baht on Taxi’s going to and from twice. Plus another 850 to go to the airport again. Plus I have had to spend 15 days so far waiting for my refund. I am still waiting. I have 3 million air miles over the last 45 years and over 1 million will United. I need to get my refund ASAP. Thank you.

David Mendonca

84 Jeanne Lee Lane

Oakland, Arkansas 72661

[protected] USA

My flight was suppose to be on Thursday, June 15, 2023 Departure:18:20 from Manila, Philippines - Ninoy Aquino International, terminal 2 to Tacloban, Philippines - D Z Romualdez, Arrival:19:45 with Philippine Airlines PR 2987. I arrived at the airport around 3 PM of June 15,2023. I went straight to agriculture desk since I have my pet with me and everything was fine. Time for checked in and they told me that the aircraft was already overbooked and they need to resched my flight. I really dont agree of rescheduling my flight because I have pet with me and needed to go home to Tacloban asap because of family emergency. They offer me the next earliest flight to Tacloban which is 4:25 AM the next day June 16,2023. They promise to provide me and my pet a hotel accomodation and a compensation of around 3,000 plus. I eventually agreed to be reschedule with these given conditions. They let me wait while they are processing the arrangements. I waited and I waited, I follow up with them time to time but they are unproachable and just told me to wait. So I waited for 6 hrs, it was already 9pm when they told me that they could not give me hotel accomodation. They only gave my my new ticket for the next day and told me to just wait at the airport, not even food was provide. My dog was already stressed out. These was the worst experience I have. I was never compensated properly , promises was not fulfilled and staffs are unhelpful. I hope to get the proper compensation for the trouble that your airlines has caused me.

On Jan 1 this year, the flight from Manila to Hong Kong was cancelled due to technical issues at the airport. After speaking with PAL reps at the airport, we were told to rebook onto another flight which we did. We were told to request a refund for the new flight. When I made a request for a refund via the hotline later that week, I experienced terrible customer service over the phone including customer reps hanging up on me and others simply not wanting to help. I eventually submitted a refund request online which began a lengthy email exchange over a period of several months where a lot of information was shared. Eventually I got a response telling me the refund will not be granted because the original flight that was cancelled had actually flown. That was impossible since no flights were flying during that time from Manila and other people were in the same situation. I have since continued sending emails but now I am not getting any response from their customer service.

My wife has booked a return flight from Sydney to Ilolilo city in late January. We booked as it was a reasonable time - about 12 hours with less than 3 hours waiting in Manila and the price was competitive. About 10 days before her departure we were advised that the evening flight by PAL from Manila to Iloilo city has been re-scheduled from around 8 pm on her flight out day to the following morning at 4:15 am. As she also had to travel further by car - another 4 hours to Antique - she was totally exhausted by the time she got there and could not sleep a bit. This is inconvenience big time, but nothing to her return flight. Less than 24 hours of her scheduled flight we were advised that the flight was cancelled from today - Monday 12 of June - and the earliest alternative availability was to fly out on Thursday afternoon and arrive on Friday morning. She used up her holidays and supposed to go back to work the following day, so she is loosing money, her manager is very upset as on a relatively short notice has to get someone else and today is a public holiday in New South Wales (Australia) - although understand it is not her fault - but it does not change anything. The usual corporate BS - we are sorry for the inconvenience - was provided but it is not good enough. This is total incompetence - extremely short notice, not a flight on the following day - there are flights but ridiculously priced - and no compensation is offered. She being Filipina, preferred to use the PHilippines Airlines, which was a HUGE mistake. Will try to talk to the local rep tomorrow - today they are not working - and if no satisfactory compensation / solution is found we will make sure to advise ALL of our FIlipino friends to avoid the airline as it is TOTALLY unreliable. I also intend to ventilate the details and our total dissatisfaction on social media to ensure that people considering to travel avoid this specific airline in the future. Guess it will cost much more to the airline than offering an acceptable alternative after the cancellation, for which NO REASON was provided. For further information I can be contacted on +[protected] or via email [protected]@internode.on.net

We were flying business class on flight no.PR223 Departing Manila at 00.05, arriving Perth at 7.15am, on June the 8th, shortly after take off i was served with a glass of champagne,the female flight attendant unfortunately knocked the glass into my lap,completely soaking me, they gave me a towel to try ,and dry myself,but i was already wet , so i had to endure the whole flight in a wet uncomfortable state, i would expect to receive some kind of compensation for this ruined journey,perhaps a credit for an upgrade to business class on our next flight, the incident was recorded by the chief steward at the time of the incident.

Flight was late departing Manila so my connecting flights had to changed, no problems that was done the following day, the problem is that I had to overnight in Vancouver, therefore I am trying to get reimbursed for my hotel room, Vancouver is not cheap $462.84 for a room plus $34.30 for a meal. This was on May 19/2023. Flight 0116.

Three times talking to different agents and everytime they say just a moment sir the line goes dead,plus I did reach out to [protected]@pal-com.ph and left them a message detailing my concern. They state that they will contact you within 24 hours and this is day 5 and still waiting. This isn't how customers should be treated. If this information doesn't go directly to Philippine Airlines then there isn't much good in writing this. HAVE A GREAT DAY.

Mabuhay!

Our flight was bound for Bangkok originally at 14:55hrs and then we received an email ahead of time saying it was delayed instead they changed our flight to 15:55hrs. Then when the time came they announced that the airplane PR736 was still in Cebu and not yet arrive until 16:00hrs comes. Then they arrived in Manila late the rain comes. They said we would board at 16:50hrs again and it never happen. At the counter upon check in we informed your staff about our transfer flight and she put a priority tag on our luggage we expected that it will happen when we arrive in Bangkok but again never again instead they took off the tag purposely as we have captured on that. Then when we arrived in Bangkok your staff advised that we need to go to the PAL desk to ask for assistance as she said she already emailed the staff here in PAL. But then they are not aware and they can't help us instead they advised us to write an email on here and tell this case. There is no compensation happen to us and now we will sleep here at the airport and need to catch the first flight by tomorrow morning bound for Phuket as we need to report to our work also we don't have enough money to buy our ticket by our own as we came from holiday in Manila to our family. Please advise us as soon as you can.

Thank you. Your kind consideration is highly appreciated.

Best regards,

Mariztel and Flordel A. Pantaleon

My name is Greg with Booking Reference #JLSLJS, Ticket # [protected].

I fly to Manila 4 to 5 times a year on Philippines Airlines. There has always been a problem during the flights whether it be my TV does not work or bathrooms messy. But my last flight was a serious problem. The food during the 15 hour flight was not normal and tasted different, not normally up to standard. Right before the plane landed my stomach was not feeling right and after it landed I was very happy to get off. As I walked to immigration I realized that that I needed a bathroom asap. Unfortunately, I did not make it.

I was sick with intestinal problems for a few days and thought maybe it would go away after a day or so. It did not. I went to the doctor and after paying 2000 pesos, I learned that I had E-Coli of which the doctor said was from eating food during the time frame of the flight. This not only ruined my trip after paying over $1,500 for my ticket, but now I am contemplating whether I should eat the food on the return trip in a few days on the 31st. Now after feeling a little better should I starve myself during the 15 hours? Does Philippine Airlines really care?

I have booked a ticket under Joylyn Perlak Booking ref: SUVG3Z, Ticket number: 079 [protected], last May 23, 2023, PAL charged me with the exact amount of Php 6, 853 and it reflected in my card.

I hope this will be addressed ASAP as I badly need the money for my thesis and other graduation fees, also, for the upcoming trip to Manila. Thank you.

May 16, 2023

1. What type of feedback would you like to submit?

Very Bad Service for Philippine Airlines as a national carrier.

2. What are your Flight Details? PAL PR 5116 Manila to Vancouver

3.

a. Booking Reference 6 alphanumeric code: 3BR9BJ for Jose Vicente Sievert (60 y.o.) & Marichu Sievert (60 y.o.) and 6JCC4A for Violeta Reynes Sievert (87 y.o)

b. Ticket Number: for Jose Vicente Sievert 079-[protected] & Marichu Sievert 079-[protected] & for Violeta Reynes Sievert 079-[protected]

c. Name of Passenger(s): 1. Jose Vicente Sievert; 2. Marichu Sievert; and 3. Violeta Reynes Sievert

d. Flight Number: PR 5116

e. Flight Date: Tuesday, May 2, 2023

f. Flight Route: Manila to Vancouver

4. Tell us about your feedback:

Aside from waiting for 22.5 hours in Manila after arriving from Mactan, Cebu City on Monday, May 1, 2023, the three (3) of us already seniors including an 87 y.o. aunt travelled on Tuesday, May 2, 2023 back to Vancouver from Manila & “though” we paid for comfortable seats with extra leg room but we did not avail of these seats. Earlier on, upon confirming at the check-in counter after we did on on-line web check-in, we did not get to the assigned seats which were supposed to be together in one line instead we were spread out. These supposed to be comfortable seats were given to us by the PAL Customer Service we called & who issued the receipts to us after we paid for them. However, upon boarding the aircraft, the seats assigned to us were just regular seats and nothing special. I called the attention of a very kind stewardess Vienna or Vi as she is called who summoned a ground crew, a lady who appeared to be so confused as seen on her face & who tried & probably wanted to help us by telling me to give her my email, of which I obliged & I gave her two emails. She said that PAL will get in touch with us soon to sort things out. Beside me was Vi, the very kind stewardess who told me that we should “get” a refund as we paid like $ 67 Cdn each for the three of us. However, to date I did not hear from anyone from PAL. I, my wife & my elderly aunt demand a refund in the amount stated for each of the wrong seat given to us.

Twelve (12) days since I submitted my complaint on May 4m 2023 right after 2 days of arriving in Vancouver, BC, I have not received any acknowledgement from Philippine Airlines, the so-called "heartless of the Filipino"

Our flight was supposed to be may 11,2023 at 7pm but they rescheduled it to may 12,2023 at 9pm from iloilo city to cebu?! Are you kidding me? We have plans already and scheduled errands! We don’t have any option to reschedule our return ticket?! You have to be mindful next time and think about your customers. We are not rich to book our flight anytime we want. We want out original flight schedule back!

I’d appreciate a response

29 Dec 2022

Flights x 3 from Sydney to Los Angeles via Manila.

Booking: SKXUVV

Refund Application references: 079 [protected], 079 [protected], and 079 [protected].

I was supposed to fly with two of my grandchildren, aged 14, and 10 (who are minors) but I suffered a stroke that same morning and was admitted to hospital (where I stayed for nearly a week). Obviously, we could not take those flights, as I was in hospital for the week, and I was then told I could not fly for at least 1 month.

I contacted PAL regarding a refund, on Jan 3, 2023, and was asked to provide medical documentation; which I did, on numerous occasions via email (to 3 different PAL email addresses, as well as by PAL chat). I was asked to provide copies of my grandchildren's passports, which I did, via email and PAL chat.

I have never received responses from PAL staff (emails or phone calls) regarding the refund process, and have constantly had to follow up on this; spending at lest 24 hours of my personal time on PAL chat, trying to see whether there has been any progress with my case.

In early January, I was told that my refund would take between 2-3 months. After 3 months, and after me chasing PAL for answers, I was told I would be called back, but never received any calls.

Additionally, I was advised in a PAL chat (with Olivia on 29-30 Mar 2023), that the handling team or refund team now wants me to provide birth certificates for my two grandchildren to prove they are my grandchildren - this is not only a breach of my grandchildren's confidentiality, but it is also irrelevant, as Australian birth certificates do not have grandparent's names on them, so this is a pointless exercise. It will also then lead to intentional obstacles by PAL, who will claim our names are not the same, and will either request further proof of my relationship status to them, or to a denial of my refund.

I have asked PAL for a copy of their policy showing that birth certificates are legally required in order for me to receive a refund for me and my grandchildren's tickets; especially as I booked and paid for all three tickets and they are all on the same booking.

I have emailed my formal complaint to both Dianne Crisostomo, Customer Service Manager at PAL's main office, and Lucio Tan, Chief Executive Officer, on 30 March 2023.

Planned a return trip from Australia to Philippines 22/06/22. & was to depart 13/09/22.

Due to a medical incident I had to cancel trip which was done via e-mail to Phil Airlines ( 05/09/22).

Acknowledgment email was received saying that it would take anything up to five(5) months before a refund was available.

Being concerned of why so long, I made contact via e-mail & phone calls several times, six(6) in all..last comm I was informed that it would take up to six (6) months to be refunded.

Received an email 10/03/23 saying that they were investigating further... Was asked for a refund #... something that was never issued me.

I further contacted via email...17/03/23.. but no response ever eventuated & still nothing to date 24/03/23.

Would appreciate some feedback.

Regards.

Robert ( Bob) Dunsmore