Philippine Airlines
Reviews and Complaints

This is rosalie concepcion, requesting your office to refund the amount of php6, 724.00 which double charge me during booking on may 14, 2016 under pnb master card with reference number [protected]. On may 14, 2016 I process booking from bacolod to manila using my pnb master card but there was an error appeared, that's why I stop the transaction and also no confirmation received. After that on the same date I process again using my eastwest credit card, finally booking success flight from bacolod to manila with confirmation number: ouusil, passenger ms. Rosalie concepcion and mr. Robyn jay concepcion with ticket number [protected] and [protected]. On june 28, 2016 I received my bill at said pnb master card and east west credit card, I was surprised that the two (2) transaction on may 14, 2016 was billed. Please see attached billing statement, itinerary confirmation and our boarding pass for your reference. Please reply me at email: rose. [protected]@gmail.com and mobile: [protected]. Hoping this request will give an appropriate action as soon as possible. Thank you.

I had the worst flying experience with Philippines Airline. Flying from Sydney to Manilla and to Cebu on 29/4/2016
- staff did not notify passengers about the PALme app as the only option to watch movies on board, and when we boarded already it was too late to download the app. Flight attendant staff did not have a clue how to navigate and given misleading information.
- flight was of course delayed in Manilla to Cebu 2hrs and one more our waiting on the plain to take off with no aircondition in 35degrees, no air, full flight! A passenger fainted but the flight staff did not come to help when concerned passengers pressed the staff calling button as the staff was already buckled up and "not allowed to leave the seat" . When someone cried out for help they very hesitantly turned up and did not offer water or ice or anything. They did not know what to do. Luckily a passenger told them what to bring, what to do but the staff had trouble finding and providing the required tools. The sick passenger wanted to get off the plane but all of a sudden 5 minutes later the plane took off! and the flight attendees rushed back to their seats and buckled up while the sick person was screaming taking up two other passengers seats who were standing up while the plane was taking off!
We were shocked! This could not have happened in Australia! It was an emergency and the staff had no idea what to do!

On the way back from Cebu to Sydney (15/05/2016) I was given my boarding pass in Cebu for Manilla as well and Manilla not a large airport there are only 6 gates my flight was at Gate 5 and I did not check or double confirmed when I landed in Manilla but it turned out the gate has changed! It was not announced so I was waiting at the wrong gate all along and when we passed the boarding time but nothing was happening I asked the assistants at my gate and they then informed me about the changes! I rushed down to the right gate and it turned out I was the last one to board! My name was not paged and the changes were not announced at the airport! I was so upset! Sydney airport is way bigger than the Manilla airport and if they are paging someone you could hear it at the other end of the airport even in the bathrooms. They would announce any changes to make sure everybody knows. I did not check in Manilla as I already had my boarding pass printed and I thought I was set to go.

Worst airline ever! I wish I never had to fly with them again!

And on top of all this, my language has a cut on it! I did not even bother finding any representative at 9.30pm at the Sydney airport after my experience...

The best thing is you cannot even lodge a complaint or send them an email directly as the contact us link is very conveniently "no longer available" ...

I was hoping some sort of compensation for this

I booked a ticket named Alphi Marvick Damaso with reference no. RQLYOS dated May 21, 2016 and reference no. JQNRQX dated May 21, 2016 simultaneously. At first while I'm booking online there was always an error connecting to the server and that no booking confirmation appeared every time I purchase with my credit card so I guess it was my credit card that has a defect I thought there's no available fund in it so I tried another credit card but the same result an error occurred so I decided to stop booking...But when I opened my email account to my surprised there's already a booking confirmation with two bookings of only 1 person named Alphi Marvick Damaso with the same flight of LAOAG Manila with ticket no. [protected] and [protected] with the amount of P4, 448.00 respectively on May 23, 2016 and vice versa Manila-LAOAG on May 26, 2016. I am the owner of the Banco De Oro MasterCard and HSBC MasterCard used in purchasing the ticket. Therefore I'm requesting for a refund of the other ticket booked under the Banco De Oro MasterCard. I'm Andrea Natalia D. Domingo of LAOAG City. Pls contact me anytime soon at my cp no. [protected] or you can reply me through my email account.
Hoping for your positive response on my request! Thank you!

My recent trip with Philippines airlines has been the worst flying experience of my life.
My journey begins in Taipei, Taiwan on March 25, 2016. I arrive at the airport at 3:30 for my flight 895 which has been delayed by 4 hours. I go to the check in counter where I learn they are about to close the counter because the staff believes no one received the delay notice in time.

I am made to pay NT$1206 (almost 50 Australian dollars) because my luggage is overweight for the TPE-MNL leg of the trip even though my final destination is Sydney, which allows for 30kg. After some debate, I reluctantly pay the ridiculous fee.

I then question if the flight will arrive in time for my transfer. The delayed flight to Manila will land at 9:30pm while the MNL-SYD (flight 211) is to take off at 10:05pm. Some seconds of consideration later, wherein a man I assume was manager vaguely discusses the possibility of putting me on a direct flight to Sydney with another airline. It is dismissed. He turns to me and mused, "hm, well the timing should just be OK".

I land in Manila at 10:00pm. By the time I reach the transfer desk, it is a quarter past 10. The flight has obviously gone. Disgruntled and annoyed, I look beside me to see a guy in the exact same boat as me. We share a few grumblings about how they should've just put us on the China airlines direct flight from TPE-SYD.

The the Philippine Airlines ladies at the transfer desk decide to put us up at a hotel and as luck would have it, the guy got the last seat in the earliest flight out of Manila at 5:00am with Cathay Pacific. He leaves. I stare at the short haired woman with deep red lipstick as she taps away at the computer. It is now quarter to 11pm, March 25.

I get the 7:00pm Quantas flight set to arrive in Sydney at 6:10am on March 27. Transportation to Century Park Hotel has been arranged to a service called Alamo. I go downstairs to wait. The driver arrives at 11pm. At this point, I'm exhausted and starving. The driver gets lost and starts asking people for directions to the hotel. An hour later, my paranoia starts to set in and I wonder if I am being kidnapped.

I get to the hotel at 12:20am and the driver apologises. I am not even angry, more like I am just over today. I go to reception and they give me a voucher for food dinner which expires at 12:30am. It is already 12:30. So I go to my room, still starving, and message my cousin who was supposed to pick me up and let her know the delay. Then I message a friend I have not seen for 5 years, who was coming up to Sydney with her boyfriend to stay with me for a night and for her 25th birthday, and apologise profusely. She says, it's okay ### happens, and finds a hotel to stay at for the night. I go to sleep, sad I won't be able to see her.

I check out of the room at 12:30pm on the 26th. I get some food and read in the lobby while I wait for the driver to pick me up at 4:00pm. The same lost driver from last night shows up at quarter to 5. We hit traffic and I get dropped off at terminal 2 at 5:30.

I go to the check in counter and after 15 minutes of confusion, the attendant tells me it's the wrong terminal. I need to go to Terminal 1. By this time, my frustration is building. The woman from the transfer desk last night wrote down T2. I control my temper and ask for directions. The attendant tells me tells me to go downstairs to the International transit lounge. I am then redirected to wait for the Airport Shuttle. It is now 6:05. After waiting a few minutes, I go to ask the information desk when the shuttle will arrive. They tell me the shuttle comes every 40 minutes. I am pissed. I rush to find a taxi and get to Terminal 1 at 6:20pm. The Quantas check-in counter is closed.

By now I am pissed. I go to the Quantas office, still with my 26kg suitcase in tow, where they contact Philippine Airlines and try to sort this out. I can only pace the office because I am too frustrated to sit still. At 7:20 they tell me, it has been sorted and a Philippine Airline employee called Charmaine will meet me at the door at T2. They say I will be taking the same flight that I was forced to miss last night. I ask the helpful Quantas office how I am to get there when I am out of pesos. At quarter to 8 they tell me to go downstairs and wait for the Philippine Airlines shuttle to T1. They say it'll be about 15 minutes.

I wait for half an hour. There's no sign of the shuttle and I rush back through security X-Ray's, still with my heavy luggage, to exchange some money. It is now 8:20 and I'm panicking. I get on the first available taxi and get back to Terminal 2. The driver makes me pay $1000 pesos (about $40 aussie). I scramble to the check-in counter and ask for Charmaine. There is no Charmaine. At this point, I am so frustrated I fear I'll cry, but anger and pride stop me.

I am taken to the manager's office. He arranges for me to sit in the 3rd row of economy class (as if there is a difference), and gets me some water. He arranges for someone to "escort" me to the boarding gate. I still have to wait in line and go through the same checks so I am still unsure what purpose the escort served. Maybe they thought I would throw a fit? Meanwhile, I am out $1, 400 pesos (about $60 AUD) traveling between the damn Terminals.

I cannot put into words how angry and utterly disappointed with Philippine Airlines I am. I feel the need to share this story with as many travellers as possible, call it a public service.

To top it all off, the myPAL player would not work on my android phone. I will not be flying with Philippine Airlines again.

Sincerely,
Jessica Chen
[protected]

P. S. When I shared this story with a few friends, all the ones who had flown with PAL were not surprised.

A group of 5 friends travelled to Puerto Princessa from Mla on feb 23-26. The flight going was without problems but unfortunately, the flight coming back on the 26th was initially delayed and eventually cancelled. Passengers were DISGUSTED. You know why? PAL left us with no accommodation as well as without food. We were told that arrangements were made with airport secuirity that we can stay there but when the last plane left, we were advised that no one can stay overnight in the airport. How can you do that. Isn't there a law that airlines should do what it can to help their stranded passengers? Please explain.
The only reasonI am posting late is because i have no internet. I will make sure that tourism department will be notified of this nit to say all my fb friends. PLEASE MAKE THE NECESSARY AMENDS AND REIMBURSE ALL OUR EXPENSES ESPECIALLY THOSE PEOPLE THAT LOST A LOT OF MONEY FROM MISSING THEIR FLIGHTS.

i booked a flt.last dec.15 for 19-22 dec.manila davao thru online booking. but no confirmation receive. so i decided to booked the flt to travel agency on the same day and fly to davao. after a week my bank inform me that i have a credit from pal for more than 25t of 3 fleights of the same time, date, and name. now it reflected monthly in my credit card account as an installment.
1. 15 dec 2015 date of booking
2. 29 dec 2015 2 CONFIRMATION receit received thru email with the same flt# time, date, name
3. 13 jan 2016 3rd confirmation received thru email.
4. 1st flt P7743
2nd flt P8079
3rd flt P9243
all in my name in same time and date.

I called for payment 15 minutes before the deadline set by PAL on Jan 26, 2016 6:00pm. Unfortunate for me, an agent by the name Zedrick (Agent code DI9) was the one that handled my call. He knew the deadline was at 6 p.m. and never notified me that we need to hasten the transaction. In any customer's perspective, when we are told that the deadline is 6 p.m., we know we are on time as long as it is before 6 p.m. PAL admitted that they do not have it in writing anywhere that when you are told that your deadline is 6 p.m. you need to call at 5:30 p.m. or earlier. He took his time to explain everything except the fact that my booking may be cancelled and we have to hurry up the transaction. He already confirmed the price of my bookings and was already forwarding me to payment when he came back online and told me that my booking was cancelled and he has to make a new booking. He made a new one indeed at USD50++ higher. It is indubitable that it is PAL's system's error (for not having the proper feature to hold the cancellation once the record is in process) AND the agent's error (for not informing the customer and hasten the transaction). This is definitely not the customer's fault or failure to comply to any requirement. When I asked him to let me talk to his supervisor, he was very hesitant. He put me on hold and claimed that he already talked to his supervisor and they will forward this matter to "support". What is "support"? Who knows?! He told me I have to call again in an hour and there is still no guarantee that I will get the same price. I called after 2 hours, they gave me the same excuse, that it is still with "support" and they have not replied. I called again after a few hours, still with no result. They said they will call me the next day. I called again the next day, just to hear them say I am in wait list, and regarding my complain, they will call me back at 10 a.m. I never get any call from them and when I call, there are several excuses including one that said the agent who mishandled my booking will call me...so what is this? Is this a ploy of PAL? I posted on their FB page, called their customer care, all to no avail...I am still wait listed!

1/22 - I went to this site a little past 7am pst in the morning (http://www.philippineairlines.com) and tried to book a flight SFO-MNL-SFO (July 21 to August 21). I've inputted all info (including personal info like DOB, passport#, credit card information) and then after clicking "proceed to purchase", I tried it 4x, with different credit card which has enough funds. I got an error saying "cannot proceed, and to try again". I decided to call PAL CS, the guy said online web has issues, so I asked if he can help me book the flight instead. He said yes. He gave me a quote for more than $2000+. I told him my quote was way lower on the web (budget economy). He said he cannot help me, and they only way for me is to wait for the web to be fixed. I tried again lunctime (3x), and then tonight (past 8pm), 4x, different browser, different laptops, diff card#. Same error. I called PAL CS. this time a girl answered. Same reply. She cannot match the price on the web despite the fact that I have been trying the whole day for more than 10x. What is wrong with this picture? Why is the burden on the customer when the online web is not working? (sidenote: online booking is also being advertised on the IVR, which makes it more irritating for a frustrated customer), why is the customer being punished of higher pricing because PAL CS is unable to match the price? And probably when the site is up and back to normal, why is the customer being punished because the budget economy fare is no longer available? I believe I have tried my best to use online self booking, and its the company website who is not functioning well, but all the negativity (frustration, higher pricing, waste of time, stress) lies on the customer? I really need a good explanation on this. And adding insult to injury, the PAL CS has poor service. They sounded like they are reading a script. This is my first web complaint board, but I will go to more, until I get a proper response. Vickie Lim ([protected]@comcast.net)

My sister was about to go on board for her flight from MLA-ILOILO 11:45 am earlier 12/29/2015 when 2 PAL crew approached her and forcely asked her to vacate her seat and that according to them, someone is already seated there. My sister checked her flight/seat details and she has the correct details and that she was the one seated on 26A. A John Michael Dugos assisted my sister in checking in. My sister was put on shame and disgrace because of that unethical and unjustice behavior knowing that she's a professional government employee. Also, she is expected by her superior to arrive early due to some duties and obligations. Flight details: PR 2143 BCC:P Date: 29Dec 2015 Gate: S7 Seat:26A Boarding Time: 11:45 SEQ 180 CVQYOR

In 15th Dec 2016 I am going to Los Angeles with connecting flight departure from my city Yogjakarta with SilkAir MI 151and then with Philippine Airlines from Singapure to Manila PR 508 and then from Manila to Los Angeles C.A US PR 102 .I missing my baggage and I have so many problem since I dont have my baggage when in Los Angeles. Until December 23rd 2016 when I arrived in home I still not getting my baggage even update status my baggage from Philippine Airlines, I really dissapointment with this all situation. Everytime I email or call to Philippine Airlines they never respond to me.I travelling to so many country, this my first happend to me. seems they dont care about consumer.

About 0400 Wednesday 16 December 2015 I arrived at Manila, Terminal 2 Arrivals Hall, having travelled on flight PR 219 from Auckland. After about an hour it was obvious a problem had occurred as no luggage had arrived. I spoke to a white shifted man, who wore a badge and carried a radio, he advised the flight had arrived without baggage and he had no idea why. As it would be some time before offices opened and an enquiry made, he suggested that all affected passengers (more than 100 within my view) submit proformas, which other staff then handed out. Once all relevant details were added, these proformas were submitted to the staff and passengers were assured they would be advised quickly (a) where the luggage was and (b) when it would be returned to us. Four days have elapsed, we have no change of clothing, no personal effects and in my case no important medicines (some of which is not available in the Philippines). Phone calls and texts to a bewildering variety of telephone numbers have yielded rare responses and absolutely no useful information. Carefully worded e-mails to the correct addresses have been refused by Philippine Airlines - ostensibly because those mail boxes are full. As an exercise in competent customer relations - this experience is a dismal failure.

My wife and I had a scheduled flight last September 15 going to Cagayan De oro for a very important business engagement, arrived 40 minutes before their flight to Cagayan De Oro (PR 2521) but has been refused to be accommodated with the reason that they have already just closed accepting for the said flight. We pleaded since we have people waiting for us for the said flight and that they have been reporting that the flight was even delayed. I have requested to speak to a supervisor named "Aileen Guinto" which was just there in a small room as per their ground staff, but refused to deal with me and my wife several times, without providing any reason. They asked us to purchase new tickets, which made it even wore, because it obviously not only "CUSTOMER SERVICE NIGHTMARE", but an extortion after we learned that the flight got further delays, ( more than an hour ad a half ( which made means we were almost 2 hours before present and could have utilised our seats, if a supervisor names "AILEEN GUINTO" spared 2 minutes to understand us. With much disappointment, I have asked my Executive Assistant to file a complaint to their Customer care, on the same day, and a response came a week after, stating they will look into the case and provide us with their findings in the investigation. another 2-3 weeks has passed, Oct 05, another follow-up e-mail was sent, and no feedback or response. Yesterday, after multiple folio-up from my EA, and over 2 months of "supposedly" investigation, still, this Philippine Airline incident has not been given any attention. For this, I believe that PAL's customer service group should be reviewed and reassessed, as they clearly do not understand the impact of such experiences to peoples lives and businesses. I am a CEO and a Managing Director of a top Recruitment Company in the Philippines, and a BPO company that genuinely understands the Customer Experience value, and not a single ounce from this Airline was present ever, and feedback from most of my colleagues are almost consistent - "They simply just do not care".. yet, their e-mail address suggest otherwise - we [protected]@pal.com.ph. I am committed to continue to give time and look for ways to make sure that PAL management will give the necessary attention to this "issues" which they treat as an isolated case. I am very positive that fellow customers are just sick and tired of this Company's service which is inconsistent and never customer centric. I hope to reach their new President in anyway I can, so I can hear what he has to say about their Customer Experience official rating ( which I know is a metric their service provider has).

Hi,
I tried sending this to their feedback department but even that didn't work. I like the non-stop flight. That is world class. I received an email yesterday from PAL and saw link for web check-in. That didn't work yesterday and a few more times today. The 3 CS I talked verified that the check-in and manage bookings didn't work using my credentials. What is appalling is that all the 3 CS I have talked to didn't received from anyone within PAL that there is a system issue. One CS said that there were some maintenance works that are on-going. When there is a system issue, an advisory should come from IT group that there is such a maintenance. But they don't get a email detailing when that started and when it will be finished like any normal IT advisory from normal businesses. I have only been in the Philippines for a week and as much, would like to use my time effectively. The website has existed for many years, but it appears to be like a mom and pop operation when it comes to issue resolution- don't know what; don't know when. Pls. improve the reliability of your website service.

Everyday I called the medical department of philippine airline to update the results of my medical exams due to it was one of the requirements so that I could start as one of their crew this week. But shockingly, everyday the "girl" on the phone who did not give her name and 'she' keep on telling, everyday, "call after lunch, we are busy" and then I will call later then she will tell "call tomorrow morning because we are still busy". And to express my disappointment, I am just asking for a few seconds to answer my question of "what is the results of my ecg?" I already submitted all the requirements, I am just waiting for this one result. It's been more than a month that the medical department is acting like this through phone. I tried to drop by many times personally just to ask about it and they keep will on saying, "just call us, and we will inform you through phone" because of that, I am jobless for more than a month now.

I am so much disappointed about the work ethics of this company. The way they answer the phone, they way they talk to you in person, the way they treat you though you politely asked them, especially the way they use their time to work. They are so disrespectful. This is not my first time to work on this field, there are lots who are much more busy than them but they response immediately and with respect. But this medical department, so disgusting! I hope that there "busyness" should proved that they are really working on their jobs and not busy chatting, gossiping and facebooking on their respective duties.

I booked and paid for a return flight from Sydney to Manila on 5th December 2014
I received confirmation that the two flights-Departing Sydney 11/6/15 and returning from Manilla 6/7/15 that same day.
Accordingly I then made hotel and tour arrangements that same day.

On the 10th February, 2015 I received an email advising me that changes had taken place and both flights had been cancelled and moved to the following day ie 12/6/15 and 7/7/15.
I called their customer service centre on 4 separate occassions and each time I was told that they were not prepared to compensate me in any way for the delayed day for my hotel and the extra hotel costs/transfer for the return trip.Philippine Airlines were relying on their terms and conditions to circumvent compensation.I then had to arrange to stay at a hotel for 2 nights in Manila
for my extra day layover and also airport transfers to and from the airport which were non-refundable.

On the 22nd May, 2015 I posted a letter of complaint to their CEO who is also their chairman Dr Tan to their HO in Manila.
On the 16th June I received an email from their customer service office acknowledging my letter of complaint and offering 15, 000 bonus points to their frequent flyer program and pay for 1 night accommodation (2 nights were required).
I sent a reply advising them that I was already in Manila and had been there for 6 days and that the offer was too late and unacceptable.
Never heard a word from them since then.
I chose this airline in the belief that they were a reputable and reliable airline given that I was fed up with cancelled flights with Air Asia and believed this airline was a viable alternative and was not a budget airline.
How wrong could I be.Experience has proven that Philippine Airlines
is worse than a budget airline (their tickets are at a higher cost) and
I consider the MANAGEMENT of this airline to be completely unreliable, unrepentant, unprofessional and unconscionable.
The MANAGEMENT needs to take a good look at themselves and start following their ground
staff and cabin crew/pilots example who Do show proper professionalism.

I will never use Philippine Airlines again and it is a shame that this airline uses the name of it's home country as I believe it does not reflect the caring of this country's persona.
I am just fed up with this airline and urge others to be very careful if considering using this second class airline.
I am applying through my travel insurance for compensation but the waste of time I have spent trying to resolve this issue with this airline has cost many many hours without result.

I website robbed me. The website never confirmed or rejected my airplane ticket. Actually it let me choice my seats. After I got to the Airport and committed to the trip, the airlines rep said I had no ticket. They charged me double the website price. I believe that this is a common cons the airline uses. I've seen other people in the similar situation. This is the second time the airline sold money from me. There will never be a third time. I done flying with them. I would rather take a ship than to fly with Philippines Airlines.

Timeline of Events (16th February – 18th February 2015)
Hong Kong time zone used, Hong Kong and Manila are in the same time zone. E.g. 8:00am in Hong Kong is 8:00 am in Manila

16th Feb 6:00 am – I arrived at Xianyang Airport, Xi’an
16th Feb 7:00 am – I checked in for flight ZH9243 to Shenzhen
16th Feb 8:50 am – I boarded flight ZH9243 to Shenzhen
16th Feb 12:00 pm – I landed at Shenzhen Bao’an Airport
16th Feb 15:00 pm – I crossed Chinese/Hong Kong border into Hong Kong
16th Feb 16:30 pm – I boarded A43 airport shuttle bus to Hong Kong International Airport from Shueng Shui Station

16th Feb 17:45 pm – I arrived at Hong Kong International Airport

17th Feb 5:40 am – I queued to check in for flight PR307 to Manila Ticket No. 079-[protected]. Terminal 2, Boarding Time 7:25am 17th Feb.

17th Feb 06:00 am – I was told by Philippine Airlines staff (Fion Yuen and Heidi Ho) to purchase a return ticket for my journey, otherwise I couldn’t fly.

17th Feb 06:05 am – I was told by Philippine Airlines staff (Fion Yuen and Heidi Ho) to purchase a Philippine Airlines return ticket. They said “The ticket would be issued almost immediately by Philippine Airlines”.

17th Feb 06:07 am – I purchased a Philippine Airlines return ticket PR300, departure date: 25th February Wednesday from Manila. Booking number: F30467221

17th Feb 06:12 am – I gave the booking number to Fion Yuen and Heidi Ho.

17th Feb 06:30 am – Time past, I had no ticket. I grew concerned and asked “Has my ticket been issued”?

17th Feb 06:31 am - Fion Yuen and Heidi Ho rudely replied, “No please wait or buy another ticket”.

17th Feb 07:20 am – Checking in counter closed. My ticket still had not been issued.

17th Feb 07:21 am – I asked about the whereabouts of my ticket, Fion Yuen and Heidi Ho said “It’s not our problem”.

17th Feb 07:22 am – I asked to speak to a Philippine Airlines’ manager. They laughed and left the counter, never to be seen by me again.

17th Feb 07: 30 am – I spoke to JSAC Philippine Airlines information counter at Terminal 1. They said “Go back to the Philippine Airlines check in counter N at Terminal 2 at 9:00 am and ask them for further information on the matter”.

17th Feb 07:50 am – I missed flight PR307

17th Feb 09:00 am – The unfamiliar Philippine Airlines staff the check in counter N at Terminal 2, could not provide any help.

17th Feb 09:30 am – I decided to purchase another flight ticket and pursue my journey to the Philippines, first I needed to cancel my unissued return flight ticket.

17th Feb 10:00 am – I managed to cancel the unissued return ticket PR300 via an online website Tripsta.com, departure date: 25th February Wednesday. Booking number: F30467221.

17th Feb 10:15 am – Royal Bank of Scotland (My UK bank) froze my bank account due to the unexpected purchases made from Hong Kong. I could not buy a return ticket.
.

17th Feb 10:18 am – 11:30 am – It took an hour and 10 minutes to liquidate my bank account. First I purchased a Hong Kong phone sim card and made over 10 calls to England due to bad signal reception.

17th Feb 11:35 am – I bought a round way ticket to manila (flight PR0307, E-ticket [protected], departure date 17th Feb, departure time 18:10pm) with PHILIPPINE AIRLINES. Other Airline flights were either fully booked or inconvenient.

17th Feb 17:00 pm – I checked in, no issues to report.

17th Feb 18:40 pm – 30 minutes late, the plane set off for Manila.

17th Feb 20:50 pm – Arrived in Manila

17th Feb 21:25 pm – Chosen for immigration check.

17th Feb 21:30 pm – Detained by Philippines immigration and given no reason as to why. My checked in luggage had been confiscated.

17th Feb 21:35 pm – I was told by R. Dinangtu (On-duty BMSU) and Prince Alejadu (Airline Representative) that I would not be entering onto Philippine soil. I was given no reason or explanation as to their detention.

17th Feb 22:00 pm – I was refused my anxiety and sleeping medication by Philippine Airlines staff after I had an anxiety attack. The staff laughed and mocked me.

17th Feb 23:00 pm – After I realised that my human rights were being violated, I made a desperate plea for help on Facebook via the laptop in my hand luggage. My phone had no battery power and Philippine sim service.

17th Feb 23:30 pm – I was losing breath, thirsty and hungry. The staff would not let me go to a shop 10 metres away or give me my medication.

17th Feb 23:45 pm – After I collapsed and nearly passed out, they quickly requested my luggage for another department.

18th Feb 0:00 am – I asked what I had done to deserve this inhumane treatment. Philippine airline staff said “We know nothing; you just have to stay here”.

18th Feb 0:15 am – My brother (***i *****a**), Friends (A****w ****e, T*** ***g*, ****y *****a*l, A**** *****i*, ***o* *****y, ****n** *****s and *****n *******n began to ring the British Embassy in Manila.

18th Feb 0:30 am – Through Facebook I was told to acquire the number of the department where I was been held. I was given this number +[protected], which I gave to my brother. He delivered this number to the Embassy.

18th Feb 01:30 am – My luggage arrived. I hastily took my medication with a glass of water that a staff member gave to me.

18th Feb 2:30 am – Via Facebook, I was told that the number was not in service and the British Embassy couldn’t get hold of my department.

18th Feb 2:45 am – I double checked the number with the Philippine Airlines staff, they gave me the same number. I relayed this message to the British Embassy via my brother.

18th Feb 3:30 am – I received a message from the British Embassy, “When our offices open at 8:00am we will send officers to the airport where you are being held”.

18th Feb 4:00 am – I relayed this message to the Philippine airlines staff.

18th Feb 4:30 am – I slept

18th Feb 7:00 am – I was woken up by an unfamiliar Philippine Airlines staff member who told me to quickly bring my things and follow him. So I did.
18th Feb 7:40 am – I was put on the flight PR300 SEQ 025, gate N1, Seat 78A, Philippine Airlines. Headed back to Hong Kong. Again I was given no reason as to why: I was detained, I was treated inhumanely, I had my passport confiscated or I was headed back to Hong Kong. I was the first person on the plane before all passengers, even first class or business passengers.

18th Feb 8:00 am – British Embassy came; I was nowhere to be seen.

18th Feb 10:30 am – I landed at Hong Kong Airport, where Hong Kong Immigration collected me.

18th Feb 13:00 pm – After 2:30 hours of interrogation, Hong Kong officials declared that I was innocent and let me go on my way back to China. They advised me to submit a complaint to Philippine Airlines about my treatment.

18th Feb 13:15 pm – They informed me that I was BLACKLISTED from the Philippines on the 17th February 2015. Order of Exclusion, E.O. No. AOD-T2-[protected], Signed by Orlie Soriano, R. Dinangtu (On-duty BMSU) and Prince Alejadu (Airline Representative). Sec 29 (A) 5 & ADD-01-005.

18th Feb 15:30 pm – I crossed the Hong Kong/China border back into Shenzhen.

I'm speechless, I have no criminal record, I had no exclusion orders from any countries and I co-operated even after all I had been through and then they blacklist me.

I have legal help at the moment, as I feel no one should be treated like this again. I intend to make sure that no else goes through this treatment again.

A friend of mine and I booked our flights to Caticlan from China in October, 5 months before the actual trip. We organized everything in order to be back in time and have two days off to get rest before going back to work. On our way from Guangzhou to Manila (February 16th) the plane PR 383 was delayed whole night. We were the only plane left at the airport. There were children, senior citizens and no place to lay down and get some rest. They gave us cans with sweet rice and miniature bottles of water and had only 10 blankets for us all. After 8 hours of waiting we finally got on the plane and were sitting on the plane for another hour before departure, When we arrived to Manila we had to wait for another 2 hours to take off to Caticlan Jetty port. We arrived to Boracay island at 6 PM instead at 9 AM.
On our return From Caticlan Jetty port, on February 27th we have experienced the WORST travel ever! Our flight (PR 2064) was supposed to leave at 3:25 PM, but we had to wait for two hours at Caticlan Jetty Port due to the delay after which they took us all by minivans to Kalibo airport. We spent 4 hours waiting at Kalibo and arrived to Manila at 11:30 PM because of which we lost our flight to Guangzhou, China. When we arrived to Transit counter the three girls working there told us there were no flights to Guanghou for other two days (until March 1st). At the same time they were issuing the vouchers for the hotels and made people with small children wait until 3 AM. After 3 hours of begging them and trying to explain we are loosing our connecting flight to our final destination they told us they can give us seats on a flight to Shanghai the next morning (February 28th). We agreed because we had to get to China and go to work. They gave us some kind of papers with what seemed to be more like codes rather than a ticket and made us believe those were the papers that would get us the tickets in the morning. When we came back to Manila airport in the morning to get the plane to Shanghai they told us there is no place for us on that plane and no reservations for us. After this we spent other 5 hours at the customer service at the airport. There we only found out that at that point they didn't have fights to Guangzhou on 1st March either. When we asked them to give us a certificate that states the flight from Caticlan Jetty port was delayed they gave us a paper to sign which was nothing but a statement that we would not sue the company or the employees and they could not be held responsible for everything we've been through. After reading this and realizing what is is we refused to sign it. I am attaching this photo as well with the complaint. They denied us the right to book us a connecting flight from Guangzhou to our final destination we missed because of their fault. Once we realized they weren't trying to help us in any way we asked them to get us on their first flight to China and so they promised to put us on one on March 1st to Shanghai. They disrespected us by lying to our faces we had a booked ticket and we didn't have it. They drove us up and down from airport to hotel. In 48 hours we had 5 hours of sleep all together. They wouldn't do anything to compensate for their mistake. We arrived on March 1st to Shanghai and had to book and pay the new ticket for he connecting flight to our final destination by ourselves that we missed from Guangzhou because of Philippine Airlines! Also they made us pay the terminal fee 550 pesos when getting on the plane to Shanghai. The fee we would not pay if we transited to Guangzhou if the original flight PR 2064 wasn't delayed in the first place.
I hope this message gets out to as many people possible so no one makes the same mistake as we did and book the ticket with Philippine Airlines. The horrible experience and exhaustion they have caused us I don't wish anyone to experience which is the main reason I am writing this first ever complaint in my life. They do NOT deserve to do this to people and to work in such a horrid way!