Philippine Airlines
Reviews and Complaints

They forgot to put our luggage on our connecting fligh!

The solution is to put it on cargo and have it delivered the next day.

Why not put it on the next flight; which I know there's one in a few hours. There are items in the luggage that are temperature/ heat sensitive.

It's their fault and took responsibility of it, but wants to wait til the next day ?

I made a booking for a roundtrip ticket Melb-Manila-Melbourne last August using online booking. Due to changes in my itinerary, I tried to change the dates of my flight online. However, an error message on the PAL Manage Booking site kept me from finalising the changes. The website advised for me to call the booking office.
The next day, October 1, I called the booking office and explained what happened. They wanted to charge me 200$ for rebooking fee on top of seat charges because I am rebooking by phone. I explained to them that online booking is not allowing me to rebook and advised me to call rebooking line. I questioned the charges since it is not my fault PAL's online booking is not working. They were charging me 440$ to change my flights, that is already the equivalent of a roundtrip ticket with CebuPAc. After talking to them for 1.5hours (international call), they transfer me over to an online booking agent since they said that the issue is with online booking. I explained again with the agent what happened and after numerous times trying different computers, devices, and browsers, the error message is still there and won't let me proceed with changing the itinerary. The agent asked me to e-mail the screenshot of the error message to [protected]@philippineairlines.com, which I did the same day October 1.
It has been 4 days now since this issue and every day we call PAL to check, and every time we have to re-explain the situation. They transfer us from one agent to the other without anyone taking accountability to make sure the issue is being looked at. What's worst is the call centers are third-party companies and won't escalate our call to any PAL managers or supervisors who maybe can help us resolve this.
What's irritating is last Sept 12, my boyfriend called the call center of PAL because his online booking was not allowing him to change his flights, and after a day, they rescheduled his flight with only 80$ penalty. It took him only one call to change his flight. Why is it different this time?
It is not my fault there is a glitch with your online booking! Why do I have to pay an exorbitant 440$ to change my itinerary when changing it online will only cost me 144$? As I've said, that fee of 440$ can already purchase a roundtrip MElb-Manila flight with Cebupac! It's been 4 days and I cant even change my flight! No one in your call centers know what is going on, the agents even ask us if there have been any updates! Better remove your online booking site if its is this glitchy! If this is not resolved soon, I will have to complain to the Australian Competition and Consumer Commission.

Dear Sir/ Madam

I would like to request for an electronic copy of my boarding pass which was lost last September 3, 2018 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 [protected]@gmail.com.

Thank you very much for your consideration.

Yours truly;

Jett Ray H. Osorio

Name: Rigie Limbo Encabo
Agency: PNP
Flight date/time: 4:00am sept 3, 2018
Phil Airlines Davao- Manila

Dear Sir/ Madam

I would like to request for an electronic copy of my boarding pass which was lost last September 3, 2018 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 [protected]@yahoo.com.

Thank you very much for your consideration.

Yours truly;

Rigie Encabo

I booked a ticket for sept4 flight but i need to cancel it coz my mom past away last july 4 and i really need the money to pay for my debt coz i need to fly back home right away for my mom's funeral. The agency where i purchased the ticket helped me to file a request for a refund submitted all the necessary requirements but then they still rejected my request. I'm a filipino citizen asking for consideration but why your company doesn't havr any consideration or even sympathy with what happened to us.. offering me to rebook my ticket that is only valid for 1year from the date of booking is not the answer.. how can i fly back home in a span of 1year if i have lots of debt.. it took me 3years before i was able to decide to go back in the phils for vacation to see my family coz the ticket was too expensive. I would really appreciate if you would be able to reconsider my request

I, KAUR SINGH DHANOA travelled as:
Chinese Eastern Airlines
(Dated : 7th Aug 2018 /Ningbo to Bangkok/Flight Number:MU 5083/Seat Number : 35 C)
Philippine Airlines
(Dated : 7th Aug 2018 / Bangkok to Manila / Flight Number : PR 733 / seat number 33C)
Philippine Airlines
(Dated : 8th Aug 2018 /Manila to Los Angles /Flight Number:PR 112 / Seat Number: 32H)

My Boarding pass was re-tagged at MANILA.
I confirmed at BANGKOK / MANILA before boarding my flight regarding my baggage and i was assured that same is in the system and to a final destination LOS ANGLES.

After landing at LOS ANGLES USA on 8th AUG 2018, Property Irregularity Report was Filed with Philippine Customer Care since my baggage was missing, i was assured that my baggage will be delivery within 24 hrs.
i was given contact number (+[protected]), contact person names were given: ARMAN / SYMON/HARVIN.and email id ([protected]@pal.com.ph.

Today is 21 AUG 2018, 14 days since i landed in Los Angles, i have NOT received my baggage so far. I have made hundred of calls on that number but always it goes to voice mail, even left voice mails too but never got any response.

I am Toruist in USA and they have ruined my whole trip, i was a patient of planter fascia and all the precautionary stuff was in my checked in baggage. Due to which i could not take any proper precautions and i had to make a Doctor visit, after physical verification / ECG i was suggested by Doctor to take injections into both of my feet which are costing $. 1265 each.

I had to buy my Clothings and daily use items.

Kindly advise the STATUS of my baggage.

Attached:
1.Boarding Pass of Airlines
2.Irregularity Property Report filed at Los Angles Airport.

PR 2778, 18th of August fromTagbilaran to Manila has been cancelled. I have been asked to go to Cebu airport to catch a flight for Manila the day after. So I did went to the ferry terminal in tagbilaran, spent 500 pesos plus taxi money to head to the terminal, took the last ferry for Cebu at the last moment, lost the 5000 pesos of my hotel in Manila. Arrived in Cebu my flight to Manila was at 6:40 in the morning and we left aouund 1 h late. CEBMNL PR1842Y.
MNLPVG PR3360 was about 6 hours late. It was because the aircraft we had to fly with didn't arrive until 3:40pm. But at 3:40 pm I was already supposed to be home in Shanghai. I missed the driver I paid and booked in advance (500 CNY), I missed the business dinner I had

We arrived on flight PR 737 from Bangkok on the 15th August and due to missing our connecting flight we were sent to the Belmont Hotel in Manilla to wait for our connecting flight the next day. Upon leaving the airport your employee placed my bag onto a trolley and walked to a taxi outside. The taxi driver opened the boot of the taxi and your employee (105) lifted the bag into the back but it fell to the ground and broke the corner and wheel off exposing the inside of the bag.
This bag cannot be used any longer and must be replaced as we are travelling to Melbourne and on flight number 209 at 8pm tonight.
Would somebody please contact the Belmont Hotel urgently and ask for room number 5018. This bag needs to be replaced before we can travel further. The Belmont Hotel has attempted numerous times to contact you to resolve this matter but has been unsuccessful.
Regards
Graeme Toft

Yesterday. My parents are scheduled to arrived in toronto around 19:07 according to their interary. Manila to shanghai then shanghai to toronto. I went to airport to pick them up around 19:00 (excited). I waited for almost 3 hours but no one show up. I aksed airport information but they dont know anthing until my sister called me they stuck in shanghai beacause they missed the flight going to toronto. Then I found out that their flight from manila to shanghai was delayed for 2 hours. The bad thing was, in china, facebook and other social medias or messaging application. Good thing viber works and emails. My dad told me that pal had flight delayed for [censored]ing 2 hours. They missed their flight to toronto. Imagine a 2 70-year old experienced this kind of situation and they have to wait again until they will booked for another flight. Pal, I dont [censored]ing care what was your reason of delay. You me pissed off. We spend a lot time and money because of your [censored] delays.

We will never ever book a flight with you pal anymore.

today july 26 2018 at 545am doors opened we checked in for 705am flight busuanga to cebu -davao, we asked if flight was not cancelled we were told it was not, our luggages checked thru all 16 of us including 2 senior citizens and 2 toddlers. at 715am flight was cancelled.by the time we got to the counters at 730am there was no available flight left for us to be accommodated for the day and they would not reroute us to clark or manila either. got no compensation coz it was not aircraft problem but due to weather conditions, but the 1230pm flew. other passengers were complaining as well. they could have scheduled an additional flight for the afternoon but instead cancelled it and left us with no choice but to be accommodated the next day and the next day at our own expense. we were booked to fly tomorrow and from cebu to davao the next available flight would be the day after. these personels are so unhelpful. i have a flight also where in they cancelled it for cebu to davao on aug 4 but the personel in davao ticketing office was able to reroute us to manila then to davao just so we could get home the same day for no added charges. but here as we asked if we could be redirected to places from cebu that could fly us to davao but they would require us to buy tickets for it in spite of the fact that it was of their own doing because CEB PAC FLIGHTS ALL FLEW IN AND OUT TODAY! the least they could have done was to even give food to those who were there at 530am waiting for nothing

My flight was canceled on the 29th of June from Manila to Denpasar due to the volcano eruption.
Manila was a stop over for me, as I was traveling from Sydney, Denpasar airport was closed from the night before, that's why I asked to the Philippine Airlines staff in Sydney before doing the check-in if there was any problem flying to Denpasar but they said they didn't even know about the volcano eruption.
Once I arrive to Manila, they tell me my flight is canceled and put me inside a tiny room with a lot of people for hours without giving any information.
After almost 6 hours they take us to the hotel, promising us that we would be flying on the next day flight as we were priority over the other customers.
The following day, they pick us up from the hotel to take us to the airport for the check in but staff members start acting weird and avoiding giving us any information until we find out that we couldn't fly because it was already overbooked.
We had to spend another 5 hours at the airport trying to speak to the supervisor that never showed up, until the gave us their best solution of putting us on a flight the following morning to Denpasar via Hong Kong.
I missed to days of my trip and the money of the hotel bookings I had.
I definitely believe that It would be fair to get a full refund of the ticket and compensation for the money I lost with my bookings.

30 June 2018

Philippine Airlines, Inc.
Customer Relations

Dear Sir/Madam:

This is to formally report my complaint to Philippine Airlines Inc. the handling procedures and how they treated me with regard to my experienced with my luggage claim upon my arrival at Terminal 2 on June 7 boarding. (PAL) PR0127 from New York John F Kennedy Int'l Airport with Stop Over at Vancouver Airport.

I am an old woman, 82 years, a senior citizen, travelled alone with assistance. We arrived on schedule at Terminal 2. I briefed the Assistant on my luggage color, with tagged names, with stickers. Upon claiming my luggage my assistance helped me find them at the carrousel assigned, to my dismay, according to my Assistance my one (1) red luggage was not there and somebody picked my red checked in luggage. He assisted me to PAL baggage/luggage counter assistance.

Please find below in detail what happened and the handling procedure at the counter:

1. After an hour of waiting at the Luggage Assistance Counter- nobody care of attending me, until such time that I called for their attention that I will file a complain against them because nobody is attending my concern. I told them to inform my daughter outside who is waiting for me.

2. After my furious mood due to being restless of my waiting time, they let me sign a document which I do not care what is that all about. I informed them again to call my daughter outside and let her do it for me. Accordingly, " bawal daw pumasok." Because of my persistence, and this situation has caused me anxiousness already, they called her.

3. My daughter was informed thru her cellphone and she was mad asking what took too long for the assistance desk personnel to inform her. My daughter has been wondering what is happening, why I haven't showed up yet. She has been routing from one gate to another to searched for me.

4. One lady personnel explained to my daughter that they cannot determine as of now where is the luggage, they have to call or check it first with my iterinaries, as explained:

a. Maybe left at JFK Int'l Airport
b. Maybe left at Vancouver Airport or
c. Probably mistaken by another passenger (because there is a remaining luggage same size with red surface at the center only)

5. Because of this explanation, my daughter, signed the document that we have an unclaimed luggage and agreed upon to deliver it at our address upon its return. Your personnel informed my daughter to call or email Philippine Airlines for follow up. My daughter informed them that you should inform us not us calling your Office. She then gave our local address and cellphone number for any information.

6. At 5:00 of same day, your lady personnel informed us thru my daughter's cellphone, that there is a Canadian Citizen, returning my luggage, do not want to get inside and shouting outside, My daughter asked your lady personnel of the following:

Questions Answer
a. Is the bag opened? Did she opened it? YES
b. Did you get her Number and Address? NO, the Canadian did not left any phone number

7. We wonder why a Canadian Citizen to bring home a luggage to Quezon City as narrated by your staff and opened the luggage that is not hers, and returned the luggage ?

8. She informed that they will deliver my red luggage if not tonight (June 7) or first hour of next day.

9. At 10:30 a.m. June 8, 2018, the assigned courier arrived at our residence at Bacoor, Cavite. My daughter inspected the luggage in front of the Courier man and noted and took picture of the following discrepancies ( see attached picture).

a. The broken luggage handle (sinira, binali)
b. The broken handle was placed inside the luggage (nilagay nila sa loob ng bag and sirang handle)
c. No more padlock, (tinanggal ang padlock)
d. The goodies/foodies were rumbled inside (hinalukay)

10. Further, on 26 June at around lunch time, my daughter received a call coming from PAL employee asking if I have already received my luggage? Well, I appreciate the concern and thank you for that. I am just wondering why is there no heads up and as basis of the form we received the luggage noting all the discrepancies? Is the follow up too late?

11. I then informed my daughter to please tell her that I will file complaint about it and hence, as of this writing that I realized that this is happening in PAL terminal.

Nevertheless, After what happened on my luggage, I/we decided to continue with my iterinaries, not to ruin or disrupt my vacation and put this on shelf muna., until as of this writing to file a formal complaint.

To summarized everything:

1. Is this how PAL personnel treated a Senior Citizen like me?, in my own country?
2. This experienced has caused me a lot of anxiety and sleepless nights why this happened after all my travelling.
3. Some items were crushed already
4. Is the handling procedure correct?
5. Why is there no matching of passenger stickers against claim baggage?
6. What about my broken handle luggage?
7. How could this be used again?
8. Destroyed padlock is no longer attach
9. Who is liable for this?
10. Who will pay for the my not usable luggage ?

I am filing this complain for your information and action, before I will bring this up to higher authorities. I have to remind you and your personnel of the Magna Carta for Senior Citizens.

For your consideration. God Bless us all!

Sincerely,

VIRGINIA I. GERARDO
Tel. No. [protected]
C/O GINA GERARDO TESTON

With my Daughter as my witnessed:

VIRNA GERARDO DE LEON
Mobile No.. [protected]
Email address: virna.[protected]@ymail.com

I booked a flight yesterday June 28, 2018 for my Coron trip with my bf. The first flight we choose have failed to submit due to system error. I have not received any booking confirmation or any references on my email.

Upon checking to their website, the flight I've choose no longer offered. What I did is I've book another flight thought that my first transaction is failed. Second booking has been confirmed and sent to my email. But as I've called to PAL, I've charge 2x due to double booking. Same day. Same destination. Same passengers name.

I tried to call the PAL customer "care" but call ended ALWAYS. I've request for refund, but still as per there terms and conditions, it is under promo sale that cannot be refundable.

Too bad for me cause it's double booking and even non transferrable or non revocable. Any actions about this?

Hi, I spoke to different agent and manager but they are not helpful, they are charging me 34, 000 for rerouting my flight after they cancelled it due to boracay closure. Everytime I called, I am getting different information. An agent name Sabina and Manager Emilia hanged up the line with me. A supervisor name Joshua was rude. I went to ticketing office in Ayala makati but the ticketing officer was so rude. They said that they cannot refund my cash payment even if i am the one who paid for it until I have a authorization letter from the other passensger. I told her that I dont have communication with two foreigner, they blocked me and mad at me. They dont want to go to philippines. the ticketing lady said " we cannot do anything about it, that is the process, then I was about to leave but she accused me that I took picture of her, she doesnt want me to go out, called the guard, shouted on me in front of many people inside the office. I felt embarrassed and humiliated. They treated me like a criminal. She said, " hindi ka pwede lumabas dito, humanda ka" I told her that is illegal detention. Until now I am shocked. I am scared and worried. They have all my personal information.

My friends and I are staying at Marco Polo Plaza Cebu on June 27. We were at the aisle of the 6th floor when a captain of PAL went out of his room, seeming like he's bound for duty. My friends and I are a bit loud, we admit. The pilot rudely scolded us saying "Psht! Wag kayong maingay. May mga pilotong natutulog" We are guests of the hotel, very rude for him to suddenly talk to us as if we were worthless people. He must have assumed we were flight attendants but WE ARE NOT, not even connected to PAL at all. He has no right to talk to us like that especially the "Psht!" like we were dogs being shushed. His name is Capt. Rommel Santos as per my friend who checked his ID upon passing by him at the lobby. The rude pilot departed the hotel at 10:45pm with his first officer, looking at us with rude eyes. Everything about his attitude is just plain rude. Is this how Philippine Airlines pilots act?

I would like to file for a complaint due to the negligence from one of the check-in baggage attendant from PAL which is stationed in Terminal 2 Hong Kong International Airport last June 18, 2018 at 3:30pm. While I was weighing my luggage for check-in, she immediately pulled my bag for tagging but the wheels got stuck on the conveyer belt and the rubber got destroyed. I called her attention and she brushed me off and allowed me to sign the waiver for fragile tagging. May I know if PAL can replace or repair the damage that brought this complaint? Thank you.

During my trip with my wife, from Dubai Fri,  May 04 to Porto Princesa Sat,  May 05, passing true Manila, I faced many inconvenients
The flight from Dubai to Manila was delayed and probably for that reason our baggage was not boarded in the flight to Porto Prices.
Therefore when we arrived in Puerto Princesa our baggage was missing.  

We went immediately to claim the missing bagages and a "Baggage Irregularity Report" was prepared by Philippine Airline staff that fill in only partially the form and refuse to provide a copy to us.

After our indication and insistence, they contacted Manila Airport and receive the confirmation that the baggage was in Manila and was planned to be send with next flight.

Therefore Philipphine Airline staff committed to call us as soon the baggage was received and that they will take care to ship to our Hotel.

We never receive a call and after 2 days and several calls from our side, we were able to truck the baggage that was assigned to Recaro to bring to us but we were requested to pay 1000 PHP when we receive on Monday,  May 07.
In particular my baggage has been found damaged
When I flight back, in Manila I raise the issue in Manila Airport to the philippine airline office that prepared a claim and provide the printout to me, instructing to send an e-mail attaching all documents and the bagage photo to [protected]@pal.com.ph.
I sent the e-mail as instructed, I sent also to
[protected]@pnbgen.com but no any reply or reimbursement has been received

Refund Application NBR HIA 1801585
Passengers:
Timoteo P de la Paz
Aurora E de la Paz
Filed at PHILIPPINE AIR LINES, Diosdado Macapagal Avenue, CCP Complex, Pasay City
Date Filed: 26 April 2018

1. We were told processing should start immediately. Expect refunds June 8 2018.
2. Did not happen.
3. Then we were told give it another 15 banking days, app. 28th of June 2018.
4. iow, latest feedback is 'ball is in your bank's court. up to them'.
5. why was a refund fee processed against us for a flight that has not yet happened, may or may not happen due to a number of natural or physical factors, for a ticket that cannot even be classified as partly used because it is a one-way ticket dated three or four months away from purchase ?
6. Why is it that before we decided to go 'world class' with PAL, we were booked with another Asian air line company, who processed and issued us a refund in just a little over a week, perhaps less ?

6th of june 2018 pr720 manila - london. We're supposed to arrive 19:30 in london heathrow airport but instead landed 21:57. It may seem not much of the difference but we have almost exhausted our fuel circling around the air for more than an hour before russian airspace border. The pilot only announced after an hour has already passed. The flight path shows the traces on how much we went around same spot for the time elapsed. How could a passenger planer take off from it's origin without reviewing the clearances needed throughout the whole trip? Russia as being largely part of the flight, how could it be overlooked or missed, when the pilot is getting the clearance confirmation we are already in the air and we could be air strike or shot down if we have gone a tad bit in the russian border without securing an airspace clearance. My heart is wrenching and my stomach is churning as I am in the flight with my baby. I am completely nervous wrecked. After another hour or so the pilot made another announcement "we won't make it to london" I almost have a heart attack as it should not be how you make your passenger feel at ease. The pilot continuous and say "we need to stop over in hamburg, germany as it's the closest technical team pal to assist them as the plane needs to refuel".
As we landed in germany, we are dealt with the technician on the ground, passengers were told to stay inside the plane during the procedure, I have not seen an airplane having it's fuel done while passengers are in the plane. I tried to keep myself calm the whole flight even if I know pal have endangered our life for doing a risky stupid decision to take off without securing the airspace clearance beforehand. I tried to be calm so that the other passengers won't be provoked in to panic. The flight attendants are generally unfriendly and snobbish, rather than making passengers feel better.
I have been in contact with their helpline in facebook asking how to make a formal complaint and it seems the information and assistance are being withheld and to be [censored] before they provide information.
It was a traumatic experience for me and my baby. I would like to file a legal lawsuit against pal and use the media to get their attention that shall affect the airline quality rating

I had a flight Manila to Jeddah last May 18, 2018. PR662. I checked-in two baggages. When I arrived here in Jeddah, only 1 baggage was there and the other one was missing. I made a complaint in King Abdulaziz International Airport upon arrival and told me that they will let me know if my bag arrived. I messaged Philippine Airlines Facebook webpage and they are always saying sorry for inconvinience and they will be updating me if they found my bag already. Everyday I am making followup with the Saudi Airport and PAL facebook webpage but still no news where my baggage is. It is been one week since I lost my baggage today. Until now still no update. It is very unacceptable and I will make sure that I will make the higher authority knows this. How come a 4 star airline cannot find my baggage. My flight was a direct flight. What a disappointment.