Philippine Airlines
Reviews and Complaints

From: Hannah Newnham
Date: 17 July 2017 at 2:06:00 pm AEST
To: Customer Relations
Subject: Re: Response from PAL/AB/050517/849765
Hello again

Please advise why I have not received a response or my money back.

If you are unable to assist please advise the name and contact details of the person who can.

I will commence legal proceedings should I not receive a response.

Hannah Newnham

On 28 Jun 2017, at 5:03 pm, Hannah Newnham wrote:

Hi Chris

Please advise why I have not yet been refunded within the specified time period as per the below email and what Philippine airlines intends to compensate for this substantial delay.

I have received no assistance not received any phone calls after making contact with both your Facebook team and Sydney team.

I continue to be appalled by your disgraceful customer service.

Regards,
Hannah Newnham

On 9 May 2017, at 4:29 pm, Customer Relations wrote:

Dear Ms. Newnham:

I am pleased to inform you that we have successfully credited 22, 000 bonus miles to the following Mabuhay Miles accounts:

Ms. Hannah Newnham [protected]
Ms. Neriza Newnham [protected]

To redeem your miles, please contact PAL Reservations or visit any PAL ticket office for booking and reservation.

Philippine Airlines Ticket Offices via www.philippineairlines.com/AboutUs/ContactUsList/Offices
Offices
www.philippineairlines.com
$name

Philippine Airlines Reservations via www.philippineairlines.com/AboutUs/ContactUs
Contact Us
www.philippineairlines.com
$name

Philippine Airlines Mabuhay Miles via https://www.mabuhaymiles.com/AboutUs/ContactUs
Contact Us - Mabuhay Miles
www.mabuhaymiles.com
Mabuhay Miles Service Center. Ground Floor Allied Bank Center 6754 Ayala Avenue cor. Legaspi Street Makati City Office Hours: Monday-Friday 8:30 a.m. - 6:30 p.m.

In regard to your refund, kindly allow our Refunds department 15-30 banking days for processing. You shall be notified by them once transaction has been completed.

Should you wish to get an update on its status, you may reach our Refunds department at the email address provided below.

[protected]@pal.com.ph

It has always been the policy of Philippine Airlines to provide our passengers with maximum satisfaction with our service. It is, therefore, imperative that we thoroughly verify and validate claims and offer compensation appropriate to attending facts and circumstances. I am hoping for your understanding as the company cannot favorably act on your request for an upgrade.

Sincerely yours,

Chris Santos

Officer I Customer Experience

Philippine Airlines I The Heart of the Filipino

[protected]@pal.com.ph I www.philippineairlines.com

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________________________________
From: Hannah Newnham
Sent: Wednesday, May 3, 2017 5:49 PM
To: Customer Relations
Subject: Re: Response from PAL/AB/Newnham

Hi Chris

Thank you for your response.

I appreciate the gesture of bonus miles, can I please confirm this will be extended per person, as obviously there were 2 of us inconvenienced, not 1. In assumption this is correct, please find below the requested details for both passengers.

Name: Neriza Newnham
D.O.B.: 07.04.1962
Number: +[protected]
Address: 326 Epping Ave Eastwood 2122 Sydney NSW Australia
Email: [protected]@gmail.com

Name: Hannah Newnham
D.O.B: 28.09.1987
Number: +[protected]
Address: 3/156 Old South Head Rd Bellevue Hill 2023 Sydney NSW Australia
Email: [protected]@hotmail.com

May I please confirm which account the below funds are being deposited to? I have also attached receipt for the item we had to surrender due to having purchased it duty free and having to proceed through immigration and customs again after the incident. I would please request that this also be reimbursed.

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Lastly, I notice that my primary request of highest priority due to my concern for my mothers well being has still not been addressed despite me having brought this to the attention of Philippine Airlines 3 times now. Could you kindly address my request to ensure my mother is upgraded on her return journey this Saturday evening, as she will be extremely nervous and is at risk of having a panic attack as I will not be there with her. I trust that you will do your utmost to ensure she is well cared for on her return flight.

Thank you again for your response, and for beginning to take steps to compensate for the high risk error that occurred.

Kind Regards,
Hannah Newnham

On 3 May 2017, at 12:30 pm, Customer Relations wrote:

May 03, 2017

Dear Ms. Newnham:

I write with regard to your travel experience when you and your mother took your flight PR212/23APR17, SYD-MNL. On behalf of Philippine Airlines, I sincerely apologize for the inconvenience you had to go through as a result of the flight disruption.

Philippine Airlines, while committing to provide a full customer service experience in each and every flight, is bound, by its utmost and primordial concern - our passenger's safety and well being. Bringing our passengers well and safe to their homes and destinations will always be our priority, always, and above all else.

Cognizant of the disappointment you may have felt in handling, while staff endeavored to accommodate affected passengers in accordance with our guidelines, you have the assurance, that we had immediately discussed the matter with the offices concerned to improve aspects of our operations and handling procedures of similar situations. Certainly, there was no intention to cause you any inconvenience.

As a gesture of goodwill and in recognition of your valued support and patronage, we are granting you a credit of 22, 000 bonus miles to your Mabuhay Miles Account. This equates to a one way Standard Economy Mabuhay Miles Award Redemption, exclusive of applicable taxes and fees. We shall await your written acceptance for our subsequent crediting to your respective Mabuhay Miles accounts. Once miles are posted, these shall be valid for one (1) year, and guidelines/procedures of the Mabuhay Miles Program shall apply.

If you do not have a membership account yet, kindly provide us with your full name/s, date of birth, contact number, mailing address and e-mail address, so we may assist you in creating a Mabuhay Miles profile, to which said miles shall be posted.

Further, I am pleased to inform you that we have initiated the refund of your prepaid baggage fee together with your newly purchased Cathay tickets in the amount of AUD2003.84. Kindly allow concerned department 15-30 days for processing.

Once again, we appreciate the opportunity to touch-base with you. We look forward to serving your travel needs again, in many more of your future travels.

Respectfully,
Chris

Officer I Customer Experience

Philippine Airlines I The Heart of the Filipino

[protected]@pal.com.ph I www.philippineairlines.com

________________________________
From: Hannah Newnham
Sent: Tuesday, May 2, 2017 8:59 AM
To: Customer Relations
Subject: Re: Cancelled flight PR212

Hi Natalia

I have attached the requested documentation.

Unfortunately I continue to be disappointed by Philippine airlines customer service.

The slow response time to this email, as well as a generic response citing 'services not reaching expectations'.

I understand that PAL has denied claims of the aircraft having made an emergency landing, however as mentioned, from an aviation perspective I am aware this is exactly the situation that occurred.

I spent over 2 hours at the PAL office in Makati attempting to have this situation resolved. The customer service representative, Earl, was most unhelpful and unpleasant; leaving us unattended multiple times without explaining what was occurring, and printing a change of flight confirmation before a new date was agreed upon.

I have already travelled back to Sydney, and had no compensation offered for the huge distress and inconvenience this incident has caused. The media reports state that passengers were immediately booked on other PAL flights, flights with other airlines and provided hotel accommodation. This is obviously a false claim, as we were only provided this email address and told to make contact the following day, and unless we lived outside of Sydney were told to travel home.

This is absolutely appalling customer service and I am so disgusted at the lack of responsibility Philippine Airlines is taking for this disaster.

My mother is travelling back on Saturday 6th May. She was already a nervous flyer prior to this incident, and now she will be travelling home alone as she had to extend her stay due to her late arrival caused by the airline. I would ask that you kindly upgrade her and ensure that she is well look after and comfortable on her return journey. I am sure you will agree there is no amount of compensation that can be offered when you feel as though your life is at risk due to negligence of an airline, however if she is able to return safely in comfort without further distress it would be greatly appreciated.

A fast reimbursement of the additional fees I have incurred is also requested please.

Please feel free to contact me via phone +[protected] if further information is required in order to more efficiently resolve this issue.

Kind Regards,
Hannah Newnham

On 30 Apr 2017, at 4:53 pm, Customer Relations wrote:

Dear Ms. Newnham,

Mabuhay!

This refers to your e-mail endorsed to us by our Sydney Airport Office, with regard to your recent travel experience.

We wish to apologize for the disappointment you felt, and if our services did not reach your expectations. We have noted that you purchased a ticket to fly out of SYD on another airline, and had also submitted in a separate trail, your earlier purchased PAL excess baggage payment receipt and request for refund. Looking into your feedback, we would like to request for a copy of the new ticket/s you had purchased and official receipt/s, for evaluation and file.

We assure you that we shall be communicating with you again, soonest, aiming to resolve your concern without further delay.

Sincerely,

Natalia Borromeo
Customer Experience

Philippine Airlines I The Heart of the Filipino

[protected]@pal.com.ph I www.philippineairlines.com

________________________________
-----Original Message-----
From: Hannah Newnham [mailto:[protected]@hotmail.com]
Sent: Tuesday, April 25, 2017 11:48 AM
To: Operations, SYD Airport
Subject: Cancelled flight PR212

Hello

I am following up after our scheduled flight Sunday 23rd April PR212 made an emergency landing shortly after departure.

I am aware this was due to technical difficulties, as landing gear failure was announced at first cancellation of the flight. When this cancellation was then retracted by the Philippine airlines representative, we were then assured this issue had been resolved and it was safe to fly. Evidently, this was not the case, and having worked in aviation for many years myself I became aware of this as we flew circles above Sydney, attempting to retract the landing gear.

Could you please kindly inform what reimbursements will be made by Philippine Airlines as soon as possible, as I am sure you are aware of what a distressing event this has been for all involved.

My itinerary confirmation number is VXOMIR.

We chose to purchase a ticket with another airline outbound, as we were required to urgently attend a surgery the following day. We are however intending to return on our inbound journey with Philippine Airlines Sunday 30th April PR213. I would appreciate any upgrades and reimbursements offered to us in compensation for the fore mentioned incident.

I am aware only limited details of such have been released to the media, despite PAL being fully aware of the reasons behind the emergency landing. I certainly appreciate that these unfortunate incidents do occur, and are often out of our control. However this flight obviously should not have been cleared for take off, as per the original cancellation and SOPs.

As a frequent flyer with a working aviation background, this is obviously of great concern to me, as I am sure you would agree that safety of all passengers is paramount. Unfortunately, the poor handling of this incident will certainly impact upon my decision to fly with Philippine Airlines in future.

Your prompt response and assistance would be greatly appreciated.

Kind Regards,
Hannah Newnham

My wife arrive today and when she will get her loggage its already lost she lost one bag with all of her important documents and some money im wondering how can other people get the loggage and why your security did not check the bag of the passenger that is going outside my wife file a complain there and they said that maybe one week before we get the loggage or maybe not because they said maybe somebody get it pls make immediate action because all of our documents is there and i hope that you have cctv there to see if someone took it

im reporting this incident of what happen to my family we've been going back and forth in philippines and has never had a problem bringing salted egg back in hong kong your check in counter staff behavior was unacceptable she just told us we couldnt bring it to hong kong without a reason we passed her one tray but we secretly hid some within our baggage and to my suprise security scan our bags and asked if we have eggs and we said yes they didnt seem to bother but how come in the check in counter they have a BIG PROBLEM with it?
KUNG DRUGS NGA NASISINGIT NGA TAO what can Salted eggs do?

PATHETIC

over the past 5 years i have flown with you i have applied 3times for mabhauy miles the last number [protected]-2 march this year .I have yet to receive my plastic card mmm 3times
flight 0222 to brisbane march28 the confirmed seats08D were not available to an fro these were booked and confirmed JAN 11 2017ticket [protected]
flighto222 to brisbane july 06

this flight was 4 hours late the passangers were not informed why and the piece of chicken and a bottle of hot water seems seen very little in the way of compersation for the in con venience suffered by passangers and people waiting for them the confirmed seat allocation was changed again . your air line check in staff suck and need a rocket put under them
my luggage on this flight was 46 kg paid for you staff would not honor this i tried to get additional [purchase] and contact your staff in aust said the would e mail me with the details they did 10hrs after the offer ran out
the high point is the staff on the plane give excellant service but your other staff let your service on both flights i paid for up grade in seats and never received them i hope you can rectify this problem

I am a young woman who is 3 months pregnant. I travelled with Philippine Airlines from Brisbane - Manila - London Heathrow flight numbers PRO222 and PRO720. I had an awful experience and as a result was feeling very unwell am going to the doctors this morning. I am vegetarian and despite requesting vegetarian meals when I booked my flight, this was not processed so for the duration of 25 hour+ journey I did not eat properly. The flight attendants did not seem like they cared when I informed them I was vegetarian, so all I had was a stale bread roll. In addition, the service was very slow when I requested water, waiting 15 minutes when I was feeling sick. The flight attendant kept asking me to put my seat forward mid-flight (not during take off of landing) and the entertainment was poor as my iPad wasn't working. Needless to say it was the worst flight I have experienced and I won't be flying with PA again.

There is no information in the ticket or booking confirmation that duty free Purchased is
Limited to 3kgs. Last Dec 2016, I did not pay any excess fee as Long as you have a receipt to
Show. This new Process of PAL would
Have been accepted and understood if it is clearly
Mentioned during booking and printed on the ticket or boarding pass. This is an act of deceiving people! Unacceptable!

This was our first flight to the US as a family (2 Adults 3Kids). My name is Rodrigo S. Recto, Jr DMD Mabuhay miles number [protected]. Our flight was on May 16, 2017 at PR 102 boarding time 2015 Manila to LAX. We told our kids that they would be able to watch and play games, because the flight had individual TV monitors. To our dissapointment once we were in flight they announced that the entertainment system is not working. we were all so bored on our 12 hour flight with nothing to do. Please make sure that all your equipment are working before taking off.

Trip Locator QHOBWX

May 9, 2017 lv Manila 11:30 am
arrive LAX 10:00 AM Nay 9, 2017

At check-in we were asked if we would volunteer to surrender our tickets.

I was informed the Airline would put us up at The Heritage Hotel. We stayed at this hotel at beginning of our Manila stay and knew how close it was to airport. After a long wait we were placed into an Alamo Cab. The drive was the iest taxi ride in my life. I have cervical/neck pain at a tolerable level. The manner of driving the Alamo was absolutely "killing" my neck. I asked the driver to please try to smooth out his diving. Instead of improving, he intentionally drove worse. We passed The Heritage Hotel & instead he dove us for 1 1/2 hours to the Crowne Plaza Hotel. By 3 PM we were checked in our hotel. If I'd known the time & distance involved I would have preferred to wait in the airport. Our new diver was courtious, helpful & drove smoothly. He knew of our earlier Alamo driver And stated he's our worst driver...suspended around 4 times because of customers complaints...too many accidents.

Complaint...1. we were misinformed at what hotel we would stay at.

2. My neck pain is now intolerable and have been placed on much stronger pain medication : Fentanyl 12 mcg transdermal patches, which still not effective enough for me have the concentration ability to run my two businesses. Tomorrow we are doubling patch from 12 mcg to 24 mcg hoping this dosage will allow me to be functional.

On 19 May 2017. My family's flight was cancelled & announcement was made after 2 hours of waiting at Zamboanga int. Airport.
When my husband ask for the letter of flight cancellation for our attachment to file for an insurance claim of travel delay, he was push to many PAL officers there and get nothing.
The service is very lousy and so disappointing for an airline who is a countries flag bearer.
On 20 May 17, the flight was confirmed but again the timing delayed for 54 mins.from Manila to Spore.
To the CEO of PAL, please take a look for your staff and the level of service they have to tghe passengers...no standard at all.
What happen to the Voice Of the Customer? Never valued your customers as the core of your business.
Never i will book any future flights with PAL this will be the last.

I'm writing to you to complain about my mishandled luggage. Im stressed out from an international flight not to mention your delayed flight. Im expecting so much given im a premium business class passenger but i was not happy when I arrived at Laguindingan airport to see wrecked luggage. Please see the attached photos for your reference.

Date: May 5, 2017
Flight : PR2521

I emailed your customer service department and until now theres no response.

My younger is flying from Honolulu to Cebu was delayed for an hour and before that when I was checking him in at the counter I asked the agent if my brother checked in bags will be direct to Cebu but she said no, and I asked her why because it's a connecting flight with Philippines Airlines and it's only 1 ticket but she insist that my brother has to pick up the luggage when he arrive in Manila and transfer his own luggage. This is ridiculous coz even if I was traveling from Honolulu to Japan and Japan to Cebu my luggage is direct to my last destination.. But what I don't understand is why do we have to take our luggage in Manila if we have our connecting flight to Cebu with the same Airline..

When Providing passenger information and passport expiry date in additional passenger information it is not possible to type the dates in, instead you have to scroll back through 500 months to get to your birth date (luckily I'm only in my late 40s, I pity octogenarians).

Frequent Flyer numbers provided to you when you sign up are issued with leading zeros that are incompatible with the booking system and need to be manually stripped out, however this is not made clear by the website, the field just rejects and you have to guess at it.

The worst airline website I've ever experienced and as a shop window for the country it does a poor job of recommending the Philippines.

I flew to Boracay on Philippines airlines which is a 50 minute flight.
I was delayed for 4 hours so the trip actually took 7 hours if you include getting checked in 2 hours before the flight.
On the way back to Manila there was another delay of 1.5 hours.
Not at any time have I received an apology .
The worst airline I have ever used and will never use them again.

On April 25th 2017 My wife on her return flight to the USA was denied her boarding pass as she gave her e-ticket number to PAL{Philippine Air Lines} personnel with Francisco Capistrano as the airport service manager for PAL. My wife was told she had to have a return flight booking confirmation number in order to receive her boarding pass. My wife explained she is on her return flight back to the United States in which that is where she lives now with her husband. She was forced to buy a return ticket in which she did not need. Then when giving her return flight number to the lady at the desk which refused to give her name said she could not again give her boarding pass because she could not bring up my wife's flight because it was not PAL who she booked the flight. The flight was booked with another airline and PAL said they could not confirm the flight because she used another airline which is a lie. the whole time doing all this and arguing with PAL with no customer service at all and PAL denying her paid boarding pass my wife misses her flights. Leaves her with no money, no boarding pass in which it was paid for and left homeless in Manila right in front of PAL so called customer service personnel. Did they care? No not at all. They in plain sight stole my wifes paid ticket, forced her to purchase a return flight in which she did not need like ransom as if they are the Abu Sayyaf forcing ransom to get her boarding pass. Then thank God my wife had a connecting flight with United Airlines. I contacted them and they sent my wife over to terminal one and helped her with all her flights back home. And not once did they ask for a return flight as they could plainly see with her e-ticket she was on her return flight back home from a round trip ticket. What a nightmare! Don't worry PAL you have not heard the last of this. STAY AWAY FROM THIS AIRLINE! They will rob you in plain sight. They will leave you homeless even though you have a paid ticket to get home. They don't care about you or anyone just look as they do not reply to anyones complaints. And on Facebook all they do is duck dodge and hide from answers regarding your complaints. Just ask us as we are getting ignored of real answers. The Philippines is known around the world as being the most hospitality people in the world and Philippines Airlines is going to ruin this single handedly. SHAME on them.

My name is Anthony Furlong. My wife's name is Mila Samson.

On the 14th April 2017 I went to a Flight Centre store at Redbank Plaza to book return airfares to Britain departing on the 3rd August 2017.
The travel agent supplied the wrong name of my wife because they did not have the correct information on their data base. I failed to see the mistake until it was too late.
My wife's incorrect name being on the flight itinerary was not my fault. I had both of our passports with me at the time but was not asked to show them.
I want my wife's correct name put on the flight itinerary, but seems that Philippine Airlines is giving me a hard time about this.

I want this matter resolved soon without any financial loss to me before I take it up with the minister for tourism.

Regards,
Anthony

hello this concern regarding my relative na hindi pinasakay dahil hindi daw bayad ung ticket niya, na kahit ngconfirm ang citi bank na bayad ang ticket at may authorization number pa binigay dahil siguradong sigurado ang bank na credit talaga sa card ung pamasahe..pal in cagayan de oro sana alam niyo ang gagawin niyo regarding this matter, or upgrade niyo ung system niyo..1st tym to nagyari samin maiintindihan ko pa kung ung kabilang airlines yan eh kayo mataas tingin ko sa inyo eh, kaya nga dala niyo bandera ng pinas diba..

April 10, 2017

I would like to bring to your attention an incident which happened during our flight from Taiwan Taoyuan Int'l., Airport to Manila-Ninoy Aquino Int'l., Airport on board PAL Flight PR 897 on April 10, 2017.

My husband and I, who are both Senior Citizens bought a round trip plane ticket from Manila to Taiwan and vice versa. In our ticket, it was confirmed that a wheelchair has to be provided. Good enough, this wheelchair was provided to us on our trip to Taiwan on April 7, 2017. Unfortunately, in our trip to Manila on April 10, 2017, since no wheelchair was made available to us, I personally requested your Flight Attendant named Ms. Liang Petit to assist us in securing a wheelchair for my husband who is too weak to walk.
Ms. Liang made us wait for an hour. We decided to walk the long line in the Immigration despite my husband's weak condition. I thank our dear Lord that nothing bad happened to him in that moment. When I made a follow
up with Ms. Liang, she just ignored me, so I said I will report her attitude to the Airline management and to my surprise instead of saying sorry, she gave me a sarcastic answer by saying "good" "good" " good". Hearing this kind of response from Ms. Liang, I was so insulted and felt embarrassed especially in the presence of so many passengers.

In view hereof, I will appreciate very much if a disciplinary action is imposed against your erring Flight Attendant above-named. She should not stay any longer in your company otherwise, you will lose a number of your regular passengers like us brought about by the unsavory and ill-mannered attitude of your above-named flight attendant.

Trusting you give this complaint a serious attention and please extend us a courtesy by informing us of whatever disciplinary action is meted against Ms. Liang Petit.

Thank you very much.

Hi good evening, I'm Flory S. Torres arrived at 10:05 a.m. on april 17 at flight PR655. I'm complaining regarding my television I sent already at the same day. The television was damaged. I need your action this week. I paid the baggage fee of that television so I was expecting you would take of my t.v. but my it was damaged as resulted. I have only one month to stay. I am expecting your response immediately thank you.

Forcing us transfer seperate seat even we have an infant on board shout outbto flight pr2015 that departed in tuguegarao cagayan valley, your aviation security are such an ### I am telling you, they dont understand that we have an infant on board and they atenforcing us to seat in seperate seats, and one thing we originaly book our flight with your airlines, and one thing to that aviation security who wants us totransfer to a seperate seat, your. Lucky I forget to get your name, and who you are and to take photo with that face your carrying that guy is such a shame, continue doing this kind of mis understanding, will not have agood future, and second thing, is there a mystery about this problem delayed flights!? Even I travel internationally your always delayed!

https://www.facebook.com/flyPAL/

Please #share this post in your wall. Thanks. I will not stop until I found my missing Luggage. This experience is now bringing me down and which now I'm suffering from bad depression.

I'm desperately need help and hoping https://www.facebook.com/flyPAL/ resolved this matter for me as soon as possible. It's been 16 days went missing.

My name is Rose Eden Battistello. I been using PAL for over 32 years now flying back and forth, Philippines and Australia.

My last flight with PAL was last March 24, 2017 from Bacolod-Silay Airport International Airport at 3:15pm and connecting flight from Manila to Brisbane Australia. During check-in Bacolod Airport I have given 2 boarding Pass with my Baggage Tag Number sticker stick to my Manila Brisbane Boarding pass and I saw the Customer service woman stick another tag in my Check-in Suitcase.

25th of March, the next day I arrived in Brisbane. I waited for over one hour for my Check-in Luggage but it didn't show up. I reported it right away and Brisbane Baggage Service started looking for it. They call Manila PAL Baggage Tracking Service.

Everyday I call them to follow up if they found my Luggage. They said they are still trying to contact Manila. Few days later they manage to contact Manila and they're been told that they can't find my Luggage because my Baggage Tag number is not registered in their data base. One week later still no information about my missing Luggage.

I started calling Manila PAL Baggage Tracking myself but always no answer. I sent them email twice and again but also no reply. 2 days later finally someone answer my call. I told them about my missing Luggage. I give them my Baggage Tag number and my reference number.

I'm confused! They told me the same they can't find my Baggage Tag number in their Data Base. So they need to coordinate with Bacolod Airport because that's where my Luggage come from. It's been a week since my Luggage went missing and they don't know yet what Bacolod Airport has to say about it? She sounds very not helpful and instead she give me the number to call in Bacolod Airport. Is this how they help the customer? It's their job to look for my Luggage. Right?

Now I call Bacolod Airport and talk directly to the baggage agent. Again I give him my Baggage Tag number and my name. Then few minutes later he told me that my Luggage is in their data base and it's recorded in their data base that my check-in Luggage was loaded in the plane that day with me. I ask him few times; are you sure? He said yes Ma'am. And he said it's Manila problem now and not us. I hang up and called Manila again. The same girl answer my call and I told her what Bacolod Airport told me. But again she insist that they don't have my Luggage because is not registered in their data base. Then this girl told me at the end she just told me to coordinate with Brisbane Baggage Service for my missing Luggage. I got frustrated and told her: how could you say that that you don't even have a record in your data base that my Luggage has been loaded from Manila to Brisbane?

I hang up and I feel so angry because it looks like I was been pass around and it seems noone bother to help me either Bacolod or Manila to find or look for my missing Luggage. I cried and cried for my frustration.

Back in Brisbane Baggage Service and it's been 15 days since my Luggage went missing. They told me that they were been trying to coordinate Manila everyday but for days now noone answer their calls and they don't even answer their emails. The more I become frustrated. What kind of PAL Baggage Tracking Service is this in Manila if they don't answer calls or reply emails? How I'm supposed to find my missing Luggage if this service doesn't help?

Now the sad part for me is. Brisbane is giving up trying to find my Luggage and advice me to fill up a claim. I said no I refused. I won't give up until PAL FIND MY LUGGAGE AND RETURN IT TO ME. So they advice me to contact PAL in Manila (not the Baggage Tracking Servic) directly and ask for help. They told me to talk to PAL direct even on Facebook and tell them my problem because PAL Baggage Tracking Service are useless. And I find PAL on Facebook and they said they will do their best to help me. I'm so desperate and frustrated. I also now suffering from depression since I lost my Luggage. I feel I'm being ignore how Manila Baggage Service handle my case and also Bacolod Baggage service. I don't know how I can deal with this anymore longer. I don't care about claims. I just want my Luggage to be found and back to me please.

Rose Eden Battistello
Baggage Number PR873557
Ref. No. BNEPR10166