Philippine Airlines
Reviews and Complaints

This company is rediculous, they just rebook your flight without consideration. We are originally flying on July 16, our flight was first rebooked for July 17, i did request to be booked on July 23 a week after and then another email came in the following day that our flight was rebooked again to July 24. Wow! really a big company like this was just a shame to use. We want to use PAL because we want to patronize our own Filipino pride, but no way that i will fly again with this company.

Sumulat po ako upang maghain nang pormal na reklamo sa nangyaring incedente noong araw po nang martes October 2, 2018 mga bandang 3:00 nang hapon sa pagitan ko at nang PAL Customer Representative (855- 8888)PAL Customer Hotline. Ang naging pangyayari po ay ganito. Hindi nakarating sa tamang oras na itinakda na 1pm nang PAL Flight No.PR 2143 ang aking Mother na si Rubylinda Cayanong kasama ang aking kapatid na si Vanessa Cayanong at ang aking tiyahin na si Meriam Francisco at ang pinsan ko na si Regina Valenzuela October 2, 2018.. Kaya nagpasya ako na ibook sila nang bagong oras via PAL Hotline assisted by PAL Customer Representative and payment using my credit card. Sa unang pagkakataong iyon ay nadeclained ang nasabing transaction sa hindi nasabing dahilan at nalaman ko pong hindi successful ang transaction dahil sa ipinadalang notice nang TREASURY CARD SECURITY, Kaya naman ay muli akong tumawag sa PAL Customer Hotline (855-8888) upang muling magsagawa nang panibagong flight booking assisted by PAL Customer Representative, ibinigay ko ang buong details at na-verified naman po lahat nang detalye kaya ako po ay nang proceed sa online payment with different credit card and different credit card holder(Transaction done with the owner of credit card). Matapos po ang nasabing transaction ay nag advinced ang PAL Customer Representative na hintayin ang email confirmation na ese-send sa naprovide kong email account. Sa kagustuhan ko pong makisugurado na naging successful ang nasabing transaction ay muli akong tumawag sa PAL Customer Hotline (855-8888) at madali ko naman nakausap ang Customer Representative. Dito ay malinaw kong itinanong kung naging successful ba ang nasabing pangalawang transaction at Sa pagkakataon ding iyon ay malinaw na isinagot nang Customer Representative na naging successful ang nasabing transaction at bilang katunayan ay ipinadala nya ang flight confirmation at iba pang detalye na nagsasabing confirmed ang nasabing isinagawang booking. Kaya naman sinabihan ko agad ang mga pangalang nabangit sa itaas na kailangan nilang magpunta sa NAIA terminal 2 para sila ay makaalis papuntang iloilo nang 7:15 nang gabi, mainam na oras para makaabot sa okasyon na kilang pupuntahan sa iloilo na may oras na 9 nang gabi. Ngunit sa kasamaang palad ilang oras ang lumipas ay hindi sila pinayagang makapasok sa check in area dahil wala daw ang kanilang mga pangalan sa listahan nang mgapasahero Flight No.PR2149 sa nasabing booking date and time, October 2, 2018 7:15pm, nalaman ko po ang pangyayaring iyun dahil kausap ko ang aking pinsan nang mga oras na iyun. Kaya dali dali akong tumawag muli sa PAL Customer Hotline (855-8888) at agad naman akong inassist nang Customer Representative, at dito ko po nalaman na hindi naging successful ang nasabing pangalawang transaction dahilan para magconflict sa unang statement at confirmation na ibinigay sa akin over the phone and via email. Ngunit sa kagustuhan ko na makaabot sila before 9pm sa iloilo ay nag suggest ako sa Customer Representative na kausap ko nung pagkakataon na iyun na babayaran ko nalang ang amount to be paid over the counter sa mismong ticketing office nang PAL, ngunit sa kasamaang palad at hindi na daw pwedeng bayaran ang amount nang nasabing booking scheduled dahil lagpas na sa tatlong oras sa nasabing time flight scheduled. Wala akong nagawang paraan para ihabol sana ang october 2 2018 7:15pm scheduled flight from NAIA Terminal 2 going to Iloilo. Kaya ang tanging nagawa ko lamang ay ibook sila nang susunod na flight from manila to iloilo na may oras na 4:25 nang umaga October 3, 2018 para lamang hindi masayang ang pagkakataon na makapunta sila nang iloilo, sila ay naghintay sa mismong airport NAIA terminal 2 mula 4:00 nanghapon hanggang dumating ang 4:25 flight nang umaga. Ngayun po ang tanging hinanaing ko po ay kung naging accurate lang sana ang naging information sa akin nang PAL Hotline (855-8888) Customer Representavie sa nasabing booking transaction sana ay naihabol ko pa ang oras nang 7:15pm na mabayaran ito over the counter sa ticketing office nang PAL at sana nakaabot sila nang 9pm para sa okasyon na iyun.Dahil sa pangyayaring iyon na may maling impormasyon na bibinigay sa akin at nagdulot ito nang malaking abala sa oras, emotional, physical and financial. Nais ko po sana na mapaimbistigahan ninyo ang pangyayaring iyun upang mapatunayan ang naging pagkukulang nang isang bahagi nang inyong Company.

Ako po ay umaasa na agad ninyong aaksyunan ang pangyayaring ito.

Maraming Salamat po,

Janhil C. Cayanong
Complainant

Note: This complain was forwarded last October 2018. But still there is no actions after they recognized and accepted their Irregularities. They promised to compensate and to resolve this issue. But afterward they don't call and send email to me for any updates. Please help me to communicate with and to resolve this issue. Thank you. This is my email address [protected]@gmail.com

July 10, 2019

Philippine Airlines
Toronto Office
Canada

Dear Sir/Madam:

I am writing to request that Philippine Airlines compensate me for damage to my checked baggage.
1. On July 5, 2019, I flew from Manila, Philippines to Toronto, Canada on flights PR118. I checked in 2 piece(s) of baggage, bearing baggage tag number(s) 0 079 PR 434219 and 0 079 PR 434217
2. Upon arrival in Toronto, I discovered that my checked baggage bearing tag number(s) had been damaged.
3. Details and evidence of the damage to the checked baggage are attached.

In these circumstances, I respectfully request that Philippine Airlines compensate me for the damaged baggage I had. The luggage was new since I just bought it before my flight to Manila. I can be reached at [protected]@yahoo.com.

Sincerely yours,

TRISHA JANE BARRETTO
Passenger
PR 118

I asked for refund of my cancelled flight prior to my scheduled flight (2 weeks) they response to grant the refund but the tax and vat charges only within 30 working days. Until now, almost 60 working days actions were done by refund process etc. but to satisfy the concern which is to return the money of the same is not yet successful neither giving me too much headache in asking updates every now and then. I hope PAL will give attention to those concerns as much as the means of the customer is to satisfy by your services!

Philippine Airlines changed my flight Manila to Toronto, moving 12 hours forwards. My prior connecting flight would have me in the Manila airport more than 14 hours early. I first called PA and tried to get a different flight. They couldn't help me. So I booked with a different company. When trying to board my flight flight in Manila PA told me I couldn't do that and that Id have to pay $150 to board my flight, because I hadn't boarded my previous flight. Needless to say I was angry, first because they changed their flight screwing up my schedule costing me another day hotel and parking fees and then charging me for not canceling.

I was warned not to use PA, should have heeded the advice.

Dear Sir or Madam

With reference to booking number [removed]

I booked this flight for my girlfriend, who lives in Cebu, Philippines. The flight was a return journey from Cebu to Kuala Lumpur via Manila on 13th June 2019 returning on 24th June 2019.
[name removed] made the 1st leg of the journey from Cebu to Manila on 13th June 2019, as planned.
On arrival at Manila Airport, immigration held her for questioning and to provide more information about her journey. As a consequence of the immigration process, she missed her connecting flight and I had to purchase a new single flight for her from Manila to Kuala Lumpur. Philippines airlines told her that she would definitely be able to use the return journey on the original ticket if we booked the single from Manila to Kuala Lumpur through Philippine Airlines, which I did.
However apparently, the operator did not leave a comment on the system.

On her return journey, she was refused the return ticket because she did not complete the 1st leg of the journey from Cebu to Kuala Lumpur, so I had to purchase another single ticket with Air Asia.
Philippines airlines said there was a penalty for not completing the 1st leg of the journey even though she travelled to Manila, which would be more expensive than purchasing a new ticket.
I had to buy another ticket from Kuala Lumpur to Cebu with Air Asia because of this error by Philippines Airlines.
As a consequence of all this, I am £151.98 out of pocket and would like a refund for the flight plus compensation for extra taxi fares to the airport and extra accommodation etc. I bought insurance with the ticket, so hopefully it is covered.

Please can you add the remark to your system and forward a documented email of the mistake to [protected]@budgetair.co.uk and forward a copy to myself at [protected]@yahoo.com. This will assist me in getting a full refund from the company that I booked the ticket through - BudgetAir.co.uk

If you require any more information, please email me or call me on +[removed]

Thank you

Kind Regards
[name removed]
Email [protected]@yahoo.com

We had our flight going back to Philippines from Taipei (Flight No. PR 891) and had a domestic transfer from Manila to Puerto Princesa last June 25, 2019. We got the baggage at its good condition when we arrived at Manila and had it checked at the custom before the domestic transfer. We arrived at Puerto Princesa City at around 9:00pm due to delayed flight. After claiming the baggage at the carousel, i noticed that the handle of the trolley was damaged. You cannot even lift the whole handle because of the damage. We approached the ground staff and had complain. He then filled in a property irregularity report form. He said that PAL will give a feedback regarding our complaint in 2 days. But until now, no personnel from PAL has reached us. We request for a compensation for the said trolley because it was in good condition when we traveled from Taipei to Manila.

My flight was cancelled today flight no. PR0250 without prior notice. There was no email or phonecall for the flight update. I was not rebooked because the pal crew in Kalibo is looking for my receipt. My ticket was paid by my coworker. They dont receive any notifications for my flight. It was my very worst experience ever had. Pls refund this our payment. How can you compensate me for the inconvenience you have caused. My very important schedules was messed up.

We had a flight bound to Dubai last April. We travelled with an infant. We checked in all our baggage together with the stroller that we believed will be taking care of. But unfortunately, when we arrived in Dubai we found the stroller somewhere with broken parts... It was so disappointing, it was very inconvenient for us. My husband went to the Airport baggage Info/Service (I forgot the exact office name) and complained about the stroller they took a photo and said it was not their negligence it's with the airline... So my husband emailed PAL and the reply was more disappointing " The Airline is not responsible for the damages.."
So is it our fault to trust you that you will take care of our things?

From: Nigel Yeo
On 15 June 2019, when I landed at Brisbane International Airport on PR221, i noted that my luggage is damaged. Attached are documents/ photos. Hoping to hear from you soonest as I have limited time in Brisbane. Thanks.

a feedback - I have to be creative & spent some time looking for a link to submit this. I suggest that it be in the PAL booking website so your customer service is tied up. I was satisfied with the service so far...until this happened.

I bought 5tickets going to Caticlan last Nov 16, 2018 Jun 7 8:25am dep Jun 09 17:30 arr. We arrived at the dep area at 5:30am then proceeded at the check in ctr. The check in ctr staff just handed to us the boarding passes not telling us the boarding time. We just read that our flt was rescheduled to 1120am. I had to go to ticketing office to make a complain and there i was informed that even my returning flt was rescheduled to Jun 10 8:40 am. They told me that they sent an email re flt changes but that a blatant lie i did not receive any email. I only received the email on June 10 but the letter was dated on Jun 7. My vacation was ruined and shorten. I hope you action on this .

Dear Sir /Madam,
My Wife and I recently traveled from Melbourne to Manila and on to Japan Haneda, in Premium economy. We were looking forward to this trip and paid for Premium Economy as We are both older than 70 and I am 6ft 3" tall and the better service . The first leg Melbourne to Manila was very good and we were delighted. We had an 18hr stopover in Manila to take flight PR422 Manila to Haneda premium economy. When boarding was called we went to the priority Queue where you ground staff told us to wait. We waited without any feedback, as to what the problem was. After everybody boarded and the flight was about to leave your ground staff approached us explained nothing as to what was going on asked us to sign docs and said all good same seats and we had to board the flight quickly. We got on and realized there was no Premium economy and we we were in separate rows, this was bad for me as due to my height. They gave us to what we thought were refunds, but no they are not refundable vouchers. This is not acceptable as we are 73 years old and don't know when we will next travel on your routes. I believe that the compensation was inadequate and needs to be paid into my account. The amount was $200 US each. This caused us a great deal of pain. In saying that our first leg was good and on board staff were great.
Could you please attend to this ASAP
Regards
Les Forde
[protected]@bigpond.com
[protected]

Good day!This is informed about the incident happen last May 21, 2019 at Clark InternationalAirport via Philippine Airlines flight # PR2698 Clark to Busuanga.As we arrived at the airport around 8 in the morning we go directly on the check in counter. Same procedure was done, they gave as the boarding ticket., no information given to us where the pre departure was. We as a first timer in Clark we don't have any idea where it is located but since meron silang monitor sa area where we stayed we just checked our flight status. Like other airlines nag call sila on board flight, last and final call sa mga passengers na dipa naka boarding. We just waited at the monitor na mag reflect ung boarding sign and after namin makita na naka post ung status na BOARDING then saka kami pumunta ng pre departure area. At exactly 10:40 am nasa boarding gate kami. But the boarding officer said OFFLOADED na po kau. Nakiusap at nag makaawa kami na baka pede pa radio naman since hindi pa naman nakaka take off ung plane and still loading palang naman ng passengers and cargo. Napaka rude nung staff na kausap namin, walang pakialam, hindi makausap ng maayus, ni hindi kami binigyan ng advice kung anu gagawin namin as in bahala kami sa buhay namin. Since first timer kami sa Clark hindi namin alam kung anu meron sistema sila.Nagtry kami via Clark kc mas mura ung airfare, kahit na from Cavite area kami nangaling. Hindi po kami mayaman, pinag ipunan namin ung pera na pinamasahe namin, ung bakasyon ng pamilya ko na inexpect ko na magiging masaya at maka buluhan ay naging Disaster. Isa pa na naging masakit sa kalooban ko ngkarun kami ng Trauma, sa tuwing naiisip at naalala namin ung ngyari naiiyak at natatakot kami, ganun pala ung pakiramdam ng na OFFLOAD ka.Gusto ko lang po iparating sa pamunuan ng PAL na sana maging considerate kayo, may apperance na po kami sa check in counter, pero hindi sila ng call ng boarding. Wala kaming narinig na tinawag ang name namin for final borading. Kindky check po ung CCTV footage wherin ung fligt status sa boarding monitor, ung naging convo namin nung girl with short hair kung panu nya kami kinausap, Please take into consideration po sana.
You can reach me @ [protected]@gmail. commy cp # [protected]
Thank you and Godbless

On April 23, 2019 I was on my way to Manila from San Francisco airport. When. checked in, I didnt have a return flight or flight out of Manila and so the PAL crew booked me a flight out from Manila to Hong Kong which costs $240+. My credit card was immediately charged but then no ticket was issued.

I had been very busy because my trip here was to take care of a few important things but then days have passed and no ticket has some int my email address nor did i ever hear from Philippine Airlines.

I disputed the charge on my credit card but until now the charge had not been reversed.

Request for electronic copy of my boarding pass.
Complaint Rating: 0 % with 0 votes
Name: Margot grace torres
Address: SRA compound, Paguiruan, Floridablanca, Pampanga
Agency: Sugar Regulatory Administration, Luzon Agricultural Research and Extension Center
flight date: May 13, 2019
Destination: Clark to Cagayan de Oro

Exchange ticket: [protected]
Code: KENR7C

Dear sir/mam, i would like to request for an electronic copy of my boarding pass which i lost last May 13, 2018 after my arrival at Laguindingan Domestic airport. I badly needed the electronic copy for my liquidation in my agency.

Thank you very much and hoping for your kind consideration.

Sincerely yours,

Johnny Z. Agsaoay, Jr

Dear Sir/Madam,

I would like to request for an electronic copy of the boarding pass from Davao to Manila last January 26, 2019 of Mr. Jeff Hunt, Mr. Marco Arkiel Ilagan and Mr Alvin Laurion which they have lost. I badly needed the electronic copy for the liquidation of the training conducted last January 21-25, 2019 which they are our speakers. I booked them last January 11, 2019 using [protected]@gmail.com as a contact email add. Booking Confirmation Number: ZNEHSY

Thank you very much and hoping for your kind consideration.

Very truly yours,

IRENE R. SEPARA
NIA XI Employee

I am booked for cebu to Manila on June 19, 2019 via PAL with flight number PR 1848.My flight time is 1005h in the morning.
Then after that I have a connecting international flight @1800h the same day via Saudia Airlines.I'm about to manage my booking just to add an extra baggage allowance on PAL, when I check the PAL site they made changes for my flight without notice. My flight will be around 1400h in the Afternoon flight #PR 1854.
The thing is I contacted via customer service and just receive a comment that it must be the travel agency who must do the necessary changes..My concern, how can they not change my flight if in the first, it's PAL who change MY SCHEDULE? . Anyways, I just have to check to the travel agency because I already raised this concern to them but they told it must be the PHILIPPINE AIRLINES.
I just wanna ask, isnt it the responsibility of the PHILIPPINE AIRLINES to inform the customer if they made some changes? . It's very inconvenient and very Unprofessional.
Please do contact me with my email :[protected]@gmail.com or +[protected]

Hello there,
I have been charged twice for a ticket purchased on 25.04.2019.
The price I have paid is PHP 4, 859.00 twice.
The first time when I tried to buy my ticket I have received a message that the transction is not complete and I need to try again.
I did try again and I bought a ticket and I immediately realized that I was charged twice.
The ticket was only one.

I would like immediate refind.

Thank you.

Dimitar

We fly PR114 to SFO April 14 and bought ahead choice seats thru our travel agent for Comfort of our 2 kids & one amputee daughter. PAL changed aircraft and we didnot get the kind of seats we paid for. Going back on PR115 to manila, just the same no choice seats given to us. Its not only my family thats complaining, some passengers going SFO and others going back to manila experience the same. PAL did not even bother to contact us to explain or refund our prepaid choice seats. I think this is a bad business practice of PAL in violation of RA7394. They offer something for a fee and dont provide what was paid.

Dear Madam/Sir,

I booked thru Etihad Airways via Abu Dhabi to Cebu on May 18, 2019 to June 2, 3019, but I decided to cancelled it. As I contacted Etihad, they cant cancelled or issued a refund it due to manila -cebu flight was still open. Can you please cancel my manila-cebu flight .

Ticket number: [protected]
Name:Gina Codina

Appreciate your prompt response.