Philippine Airlines
reviews and complaints

To whom it may concern,

My name is Arthur Hileman and my Mabuhay number is [protected]. My wife and I flew on flight PR119 from Toronto to Manila on Feb. 5, 2023 and was upgraded from Premium Economy to Business Class. Upon checking in at the airport we were told that only I could avail of the VIP lounge because I was an Elite member but my wife has to pay $50 in order to use the lounge. So I used the lounge and my wife did not.

After we were seated on the plane I asked one of the flight attendants if my wife wife could have one of the juices they were serving the other passengers as she was thirsty. The flight attendant told us that we are not privy to the juice since we only paid for premium economy. So my wife asked if she could have a gin and tonic drink but was told that they are not serving alcohol at this point but offered her a glass of wine instead. She then just asked for a glass of water. This is the beginning of our horrendous experience on the flight.

When the plane reached cruising altitude my wife was having trouble adjusting her seat. The flight attendant informed her that her seat is broken and offered to move her to the last seat in the back row of the economy section. That was quite a shock as she is now even being downgraded to economy. My wife refused so they had the mechanic on board check out her seat. Fortunately he was able to fix her seat so we thanked him for his assistance. She then noticed that the remote controller was also not working and the flight attendant told her that there is nothing they can do about that and she will just have to touch the screen in order to get the functions she wanted.

When the meals were being served we were told again that we only paid for premium economy so our meals would consist of the economy selection. This is when I really started to feel the humiliation of being like a homeless person that was allowed to dine in a fancy restaurant with all the rich people. It was now very evident that the flight crew drew the line between the rich and the poor that was on this flight. We were not even offered the selection as we got served very late so I figured that they even served the people in economy first and simply gave us what was leftover.

I constantly saw two to three flight attendants serving the people in front and beside us and we were just constantly being ignored. We did not even get the hot towels. And every time we would try to get some service we were constantly reminded that we only paid for premium economy.

I am only writing to you now because we were upgraded again to business class on our return trips and wanted to compare the services that we would receive. My wife flew on PR118 on Feb. 19 and she had a wonderful experience as she was given the full business class meals and treatment. I flew back on PR118 on March 12 and also received the full business class treatment. The male flight attendant who served me ( I do not remember his name ) went above and beyond the call of duty as he made me feel that he was very happy to assist me in any way.

The PAL motto of "the heart of the Filipino" was not practiced by the flight crew on Feb.5 as they really made us feel that we did not belong in business class so we somewhat became some sort of a burden to them. I assume that the gentleman in a barong was the flight purser and not once did he ever approach us when we were having the issues. I am a born and raised Filipino so I know for a fact that this is not the way we treat our fellowmen much less our customers that we are hired to serve.

Thank you for your consideration.

Art Hileman

could I request a an electronic copy of boarding pass.? i've lost it but then i need it for my liquidation report.

this are my travel info:

booking reference no. OCNS38

e-ticket no. 079-[protected]

travel date: february 7, 2023

travel time: 18:40

flight 2788 from pps to mnl

traveler: jay tibay

thank you

On 1 July 2022 I was issued with a refund application NYA2200043. I attach a copy of the same. I have called by telephone from Australia many times to ask when the application will be processed. On each occasion I was told that it would not be long. Sometimes I was told that a refund had already been made. I told the operator that I have not received a refund. I think that there is some confusion because at the same time that I was applying for a refund of my international ticket, I also purchased a domestic ticket from Manila to Tacloban. The sales team member made a mistake when my credit card was presented to pay for my domestic ticket. He refunded the incorrect amount that he charged for the Manila to Tacloban ticket and then used the card again to charge the correct amount. But this had nothing to do with the international ticket from Manila to Sydney for which I was applying for a refund. It has now been over 7 months since I applied for the refund. Could you please process it? My email address is [protected]@gmail.com.au. My telephone number is +[protected].

jan 25, 2023 5:50am cebu airport philippines to singapore booking number 5WOEX5, this booking is round trip and i did not even recieve that my booking under my name is already cancel in which i know i already paid why the cancel and ask again a new fare the same time, flight number for another 57,000 pesos in which i paid instantly and is this legal without informing on me a head of time that my flight been cancel. i here attached my booking the round trip ticket and receipt a new ticket just back to singapore.

1. What type of feedback would you like to submit? COMPLAINTS
2. What are your Flight Details? 11/13/22 PR 112 MNL-LAX
a. Booking Reference 6 alphanumeric code)- LT8LCZ
b. Ticket Number 13 digit code ex 079: 078-[protected]
c. Name of Passenger: ZYC
d. Flight Number- PR 112
e. Flight Date- 11/13/22
f. Flight Route- MNL- LAX
3. Tell us about your feedback

I am writing to let you know about my dissatisfaction with my recent flight with Philippine Airlines.
I EMAILED THEM 3 times and received not a single response since 11/15/2022.

First, I flew and paid a Business Class rate to make my life easier and make my trip more comfortable. However, upon checking in, I was informed that my Audio was not working on my seat (1A). I requested to be transferred, but the staff informed me that the seat where she was transferring me would not have a working Audio either. So, what difference would it make if I was to transfer? As a result, NO Audio for a 13-hour flight.

Second, I was advised to download the My PAL Player, which I did. I was given a WiFi Card during the flight. Upon logging in the code, it says that the CODE EXPIRED. I told the flight attendant, and I was given another wifi card. The same thing, CODE EXPIRED. The Purser came to me, and she gave me another wifi card, same thing, CODE EXPIRED! As a result, NO WIFI used due to multiple cards with expired CODE.

Third, the reading light was not working properly. I would turn it on, and it will turn off after 1 minute or less. I told the Purser about it, and she logged it into the maintenance log book. As a result, I cannot even read a book during the flight due to the reading light improperly working.

Fourth, my parents were seated on 4D and 4E and the same situation. The worst thing is they were never informed that their audio was not working until boarding the aircraft.
All in all, I felt like what I paid for did not match my comfort level during my flight. Therefore, I would like to ask for compensation for this. We paid accordingly and would like to get what we paid for.

Reservation #[protected]
On December 16, 2022, I received an email from PAL asking if I can bring on board one check-in baggage instead of two, I would be issued $100USD upon arrival in Manila.

Upon check-in at JFK, I mentioned and showed the confirmation email to the representative, which confirmed that Manila arrivals will handle. When arrived in Manila, no one seemed to know anything regarding this refund even when I showed them the email.

When I returned to JFK on Jan 2, 2023, I made a call to customer service which proceeded to log in a complaint ticket and I was asked to wait 72 hours for resolution from Manila back end office. I have made 2 other customer service calls for an update to no avail. Today is Jan 11, 2023 (216 hours later) and they continue not to have a resolution.

One of three things will happen from this point:

1. PAL will resolve this issue promptly (no more waiting for 72 hours)
2. If no resolution is reached promptly, I will forward this to my lawyer and PAL will be responsible for my lawyer fees, court fees and any additional fees associated with the lawsuit plus the $100 USD. It is the principle of a promise.
3. A no additional charge for future upgrade to business class on the next PAL flight I book to Manila from NY.

Awaiting your prompt response and resolution.
Samer Zouhari

My son and his friend booked flights with Philippine Airlines Sydney to Vancouver via Manila for 21st December 2022. They received an email from Philippine airlines the night prior to leaving stating there would be a 2 hour delay in departure for flight from Sydney to Mainila. On check in at Sydney airport they were informed the flight from Manilla to Vancouver was cancelled and would be put up at hotel in Manila overnight and rescheduled on flight the following day 22nd. On arriving in Manila their bags did not arrive and they were told they were sent directly to Vancouver.

They then received another email on the way to the airport on the 22nd December which advised that the flight from Manila to Vancouver was cancelled and would not have another flight available until 27th. After hours of waiting they pushed for an alternative option rather than staying in Manilla until 27th which was a flight to Los Angeles but would not offer any further flight to get to Vancouver their original destination. Phillippine airlines could still not locate bags at the time of departure.

They took the flight on 22nd to Los Angeles and arrived no bags. They waited 4 hours at Philippine airline desk to speak to manager and get a written statement as advised by our travel insurance company,

They have been in Los Angeles from 22nd - 26th and have contacted Phillippine airlines daily to be informed they cannot find bags and will not provide any further written email etc and have had hardly any followup from Philippine Airlines.

They have had to pay accomodation, buy clothes, toiletries, supplies as they have had nothing other than clothes worn on flight from Sydney.

They have had to purchase another ticket to get a flight to Vancouver and have none of their necessary gear for the cold conditions and skiing they were planning to do on their holiday.

I called Philippine airlines today and spoke to a customer service officer named Jesa and was told it would be escalated and put as urgent but he could not provide me with a verification email, a reference number, give me a timeframe of when I would hear back. To say I was angry is an understatement.

This is not the customer service officers fault by any means but I am absolutely disgusted with the fact that I am not given any reassurance by offering a reference number of my report or something so I can give my insurance company so we can start claiming all this expense. I was just told to keep an eye on my emails. On top of that it has been a week tomorrow and they still have no idea where his bag is.

I have never lodged a formal complaint but their lack of communication and offering some type of reassurance in such a terrible circumstance is appalling.

It has been a terrible experience and so much time has been wasted on contacting the airline, trying to get formal statements from them and verification for the insurance company then having to fill out countless forms to claim for the insurance company, not to mention having to outlay money to pay for expenses and loss of accomodation etc not to mention what it has done to my son and his friend on their holiday they have been planning for a year.

my name is Nina winter I would like to file a formal complain for the booking cancellation that I made and I agree to pay the amount that the customer service mentioned $190 penalty for adult and $143 penalty fee and i don't agree for waiting 3months as I need my money urgently. It's my money that I'm getting I don't need to wait for 3 months.my booking PTXBCE

the customer service let me wait for 20mins.in the phone then hang up.

Supervisor Ms. Camille and Ms. Brie Customer representative.

This is regarding carry on luggage. I was seating at seat 31HWhich was the last one to call on board. When i was on my seat and putting my luggage at the overhead bin. There’s no space for mine. Because the 2 other seat mates 31 I and 31 J which are couple. The luggage of their other friend was put also on our overhead. Their friend was seated far from us. This is not right that lady should put her luggage nearby her. The tendency they want to put mine far from me. The stewardess put mine very far because there where no space. This is uncomfortable and it happened to me twice already. Pls do something about this. Its very annoying especially if you need something to get you have to go far from your seat. Thank you.

My flight was Bangkok to SanFrancisco with a 4 hour layover in Manillia. PR 731 December 7th. I paid for a business class ticket that comes with lounge access. However I spent the full 4 hours in Minnila crammed in a small room while complete chaos insued. For some reason all our passports were taken and we all had to wait crammed in a small room. Then shuttled through a security check and then a dark room where we had to locate our checked luggage while someone went through our luggage. We then were sent to a bus and yet one more security check. Then to another terminal for yet one more security check then narrowly made it to the SFO flight PR104. No lounge, no water no food for 4 hours it was complete madness. What the hell are you guys doing in Manilia at the transfer area? It was nuts. I paid for a business class ticket and lounge access, instead we were treated like cattle. I will NEVER fly your horrible airline ever again. I will go on a Phillipine airline jihad of complaining and posting on the internet how horrible your airline is if I do not get a refund.

I booked my international flight with Philippine Airlines (PAL) many months ago. I paid with my credit card, got billed, and paid immediately. Since then, they have changed my flight status from business class to premium economy. I asked the customer service rep (CSR) when do I get my refund back, I was initially told by one that they have sent it to a higher person to determine and approve the refund. Recently, I spoke to another CSR who told me that I need to wait until I get to the Philippines to ask for my refund. PAL also changed my international and domestic flight schedules. I lose my original seat assignment for my domestic flight in the process. Since PAL changed my itinerary, I asked a CSR if they could also get me a seat assignment. CSR told me to speak with the domestic airlines to get a seat assignment. I explained to the CSR that I called their partner airline but told me that since I booked with PAL, they should be able to help me get my seat assignment back. Normally, when I booked my flight with a travel agent, my travel agent does all the changes for me. But booking with PAL which I thought was easier to deal with, turned out to be far worse. Speaking with a CSR is like talking to a deaf person. They would like you to listen to them but they are not open to listening to their customer. Even worse, they won't offer any help except to say I'm sorry I could not help you and if you don't like it, you could cancel your flight with us. I believe CSR is a product of PAL's terrible education and training. Thus, everyone acts the same way. Condescending, deaf, and always in a rush to get off the phone. I've been flying internationally for a very long time and dealt with so many travel or booking agents. PAL is the worse booking agent I have ever encountered. That's probably one of the reasons why they are going bankrupt.

I booked a flight to Agusan del Sur last 21 Oct 2022 using my Visa Mastercard. The trip is on 24 Oct. I remember it was successful because I was able to get a receipt. Few days after, 24 Oct 2022 my card was charged again with the same amount. I called my bank to inquire for a statement of account, and they told me that there were no transactions made last 21 Oct and the said amount was transacted 24 Oct 2022. I was double charged. What should I do?

Name: JERIEL C. CAMINADE

Agency: DEPARTMENT OF EDUCATION

Flight date/time: DAVAO TO MANILA TERMINAL 2, JUNE 20 - 21, 2022 PR1824 Dep. 22:15 Arr. 00:10

Dear Sir/ Madam

I would like to request for an electronic copy of my boarding pass which was lost last JUNE 23, 2022 after my arrival in Manila. I need a copy to be attached for my liquidation in our office. Please send a copy of my boarding pass to jeriel.[protected]@deped.gov.ph

Thank you very much for your consideration.

Yours truly;

JERIEL C. CAMINADE

I was a loyal customer of Philippine Airlines for more than 20 years, I have been flying 2 to 3 times a year except during the Covid lock down.. But, last April 14, 2022 around 10:00 pm, Me, My Wife and My Son were scammed by LAX (PAL) Philippine Airlines employees . During our flight schedule, one of the requirements of PAL and the Philippine government was a negative Covid19 test valid 72 hours prior to departure. and I purchased prepaid seats prior to our flight, we came to LAX 1 hour 45 minutes before our flight, and only 3 passengers were waiting in line.

When we were called by Jailyn in the receiving area, she saw that all our documents were proper to board the airline and she was preparing to give us our boarding pass, then I saw this tall guy named Rex, the Manager that time, and another guy named Andy, they are talking to each other, and looking at us, then they call this employee named Jasmine, then Jasmine goes to Jailyn and whispered something, AND then all of a sudden, they said that there was a problem with my RT-PCR Covid19 Test.

They said that my Covid Test was not acceptable because it expired, I politely showed them that the collection date, received date and report date was 04/13/2022 and our flight was 04/14/2022, how come it was expired. Arguments happened, and it ended up that we did not board our flight. Maybe PAL-LAX employees gave our prepaid reserve seats to different passengers (Chance Passengers).

On that same night, I purchased another Airline Ticket from Asiana Airlines for the next day early in the morning flight. Asiana Airlines has exactly the same requirements as PAL, and we showed the exact documents and they let us fly with no problem.

Philippine Airlines Promised us that they will issue a refund and will communicate to American Express where we purchased our Airline Tickets. After couple of Months of exchanging documents, Philippine Airlines said that we did not show up in our flight. Please review the attached Documents.

Sa unang pagkakataon na dinala ko itong guitar na to from Philippines to New Zealand via Qantas Airways hindi nasira dahil binitbit ko ito at nilagay ko sa overhead bin ng eroplano. Sa pangalawang beses via Air Asia ganun din nilagay ko sa loob ng overhead bin at walang nangyaring kahit maliit na gasgas pagdating ko dito sa NZ. Ngunit itong pangatlong beses via Philippine Airlines PR 211 September 20, 2022 hindi ako pinayagan ng babae sa check in counter na bitbitin ko ang aking guitar at ilalagay ko sa overhead bin ng eroplano tulad ng dati kong ginagawa kaya pinaubaya ko yon sa kanya na e check in kasama ng mga malita at ibang luggage. Di naman kalakihan itong guitar ko na to na may standard sukat na 10cm by 38cm by 100cm at kung iisipin mabuti walang problema pag nilagay sa overhead bin dahil maluwang masyado ang overhead bin para sa guitar. Bilang masunoring Filipino Citizen pumayag ako sa gusto ng babae subalit pagdating sa Auckland basag na ang aking guitar. Nanghihinayang talaga ako dahil lagi ko bitbit yon tuwing sumasakay ako ng eroplano dito sa New Zealand kasi pumapayag naman ang Air NZ na ilagay sa overhead bin ang guitar tulad ng ibang Airlines na nasakyan ko noon. Ang PAL na pinakamamahal kong Airline Company dahil syang sumisimbolo ng aking bansang Pilipinas ay hindi payag na bitbitin ko ang aking guitar at ilagay sa overhead bin surely and safely kaya nabasag tuloy yong aking pinakaiingatang guitar.

Our flight number PR 116 from Manila to Vancouver was delayed last September 15, 2022 originally 7:10 to 10: 00 pm which we were informed via email. However, we departed almost 11:00 pm and that resulted for us to miss the connecting flight to Edmonton.

We were rebooked at 8:30 am the next day and we also received a food voucher and a room for accomodation at Sandman hotel.

Unfortunately, when we went to the hotel there was no more room available so we went vack to the airport with my 2 children and stayes there overnight and could harldy sleep. We tried to talk to PAL attendant but for no use.

The problem could have been resolved if there was a coordination with the hotel and if PAL also have followed the original schedule so we could have caught our flight to Edminton.

We all suffered from anxiety and lack of sleep. My children didn't sleep the whoke night waiting for our flight.

Last Sept. 5 I booked a round trip flight going cebu to butuan with an infant on my lap. My flight was supposedly Sept. 6 but unfortunately when I got to Airport. They wouldn't allow me to go on board because of my to ticket name. I understand that it was my fault in booking the abbreviated name of mine due to I booked online but since I will be traveling with infant and of course my baby's name. And it says in the portal (too long name) so that is why I abbreviated my name and surname. But they didn't consider me, I was carrying an infant that whole time. And also my returning flight they automatically canceled that due to that reason. I hope they will just refund me amouning 7, 000 because it is not easy to earn money and also I am a solo parent. I hope you can help me with this. Thank you and God bless.

RANBR QYA2200079

Date July 19, 2022

Station QAV

PAL Eaton Centris Branch

Customer service explained that cancellation of flight usually takes 3 cycle billing (approx 3mos).

Upon follow up, now they are saying its 6-8 mos.

Amount to refund php 294,000.00. While they are enjoying the paid tickets, here I am paying php 294,000.00 plus 2% interest (about 5,880/mos) for the due amount to settle w/my credit card.

I recently purchased a flight ticket with PAL airlines one way flight to Melbourne Australia I paid $813 Aud plus cash money totaling P 3936 (101.75 aud) combine total of $914 aud if you convert that to peso its 35355.35peso but on my ticket they showed grand total of 30419 peso I have attached Pal ticket plus my bank statement showing these amount

pal is famous for cancelling flights after giving you their word by selling you a seat on those flights... recently they screwed my wife and i by doing this... it caused much hardship (a whole day on the phone rebooking and being stuck in los angeles overnight because of their cancelled flights)... it cost us $190 to rebbok our connecting flight from LA to boise and $226.62 for a room in LA... to make things right they should have refunded us $500... but instead they gave us a nonsense word salad excuse why they would not do the right thing... they told us too bad go pound sand... never ever fly pal...