Complaints

• Initial Complaint

  11/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bad customer service and they refused to refund the full amount. I requested to get a cash refund instead. They require me to submit a medical certificate of my father and they ghosted me afterwards. They closed the ticket without further notifications. They did not resolve the complaint.

  Business response

  11/25/2024

  Dear ********************** is in compliance with the directive for Philippine Airlines****** (PAL) to submit its Response.
  
  Based on records, Ms. ***** requested for a refund of the unused portion of her ticket due to her fathers medical issue. Records also bear that she agreed to initially accept the refund in the form of travel credits.
  
  At the outset, may we point out that:
  
  The ticket restriction states the ticket is partially non-refundable, meaning, once a sector is used, the whole journey is non-refundable (including the unused sector); and that
  Under the General Conditions of Carriage governing the ticket, non-refundable tickets can only be extended as to validity, as follows:
  
  Section  3.    EXTENSION OF VALIDITY
  (a) PAL may extend the validity of your Ticket in accordance with applicable laws, rules, and government regulations.
  (b) If you are unable to commence or continue your travel within the period of validity of the Ticket by reason of illness, PAL may extend the period of validity of your Ticket until PAL's first flight after the date when you become fit to travel according to a medical certificate, from the point where the travel is resumed on which space is available in the class of service for which the fare has been paid. Provided, however that, when the flight segments remaining in the Ticket involve  one or more Stopovers, the validity of such Ticket, subject to PAL's Tariffs, will be extended for  three (3) months from the date shown on the medical certificate.
  (c) In the event of death of the Passenger or his/her immediate family member, PAL may likewise extend the validity of their Tickets. Any such change on the Ticket shall be made upon receipt of a proper death certificate and any such extension of Ticket validity shall not be for a period longer than forty-five (45) days from the date of the death.
  
  As such, PALs accommodation to refund the unused sector of the ticket was made only in pure goodwill.
  
  As for the amount of the refund, may we also point out that under **** rules and best industry practices, multi-sector tickets are considered as a single journey, so that valuation is not based on a per sector basis.
  
  In any event, we are pleased to advise that our support team has cancelled the travel credit and instead approved the refund of the unused portion to the original form of payment under Refund Application no RA EDAA2407147 for ticket *************. The refund shall include the rebooking fee.
  
  Thank you.  

   

  PAL LEGAL AFFAIRS DEPARTMENT 

  
  

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Philippine Airlines error (willful or by accident) cost us additional $2,500, followed by Expedia failure to support their client (Happened to my Fiance)Was at ************** Aug 28th, on time for flight to ********She was told by *** employee that she needs special documentation to get on the flight, she will not be boarding the flight, and the *** employee had her download an app on her phone to "help" her with the process. We now know the app was a distraction (either by accident or on purpose), and on top of missing her flight for no reason, she was also charged $99 USD by the app after entering her personal information.PAL entered this as a No Show on her record.She ended up being stuck in ****** three days, and had to book a desperation flight through United Airlines at a higher price with multiple stop overs. United Airlines did not require any such documentation for their flight. *** claimed for 2 months they were investigating the situation, which they never did.PAL denied the claim with no reasoning (other than their record showing no show), and ******* said there is nothing they can do because PAL denied the claim.Likely her original seat was sold at a much higher rate, to another traveler stuck in the airport due to similar situation.If you could help, that would be greatly appreciated.

  Business response

  11/04/2024

  Dear ************************* properly investigate your complaint, may we request for your Booking Reference and/or Ticket numbers. 

  Thank you. 

   

  Truly yours, 

   

  PAL LEGAL AFFAIRS DEPARTMENT 

   

• Initial Complaint

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I currently visiting the Philippines. My flight, originally scheduled for October 16th at 10 PM, was cancelled and rescheduled to October 17th at 11 AM. This change has resulted in significant, unplanned expenses for additional hotel accommodation, transportation, and food. Furthermore, I will lose one day of work (the day after my originally scheduled flight).I have attempted to reach out to Philippine Airlines (PAL) through their ***************** and phone hotline, but each time I am either disconnected or unable to get assistance from their agents. my eticket# ***-2089574695. No one in PAL is able to assist and willing to accommodate my needs. A consumer it is my rights to be compensated for the delays and cost that I will incur for staying extra day

  Business response

  10/17/2024

  Dear ************************ kindly note that our **************** team is trying to each out to our passenger's registered number ending in 8360. May we confirm if our passenger wishes for us to contact her through other means or if she has a preferred schedule? 
  
  Thank you. 
  
  
  Internal Legal Services
  Legal Affairs Department
  E/F, ***** ***************** (LKTJC), 
  ***************************************************************************, 
  *********************************************************************************
  
  

• Initial Complaint

  09/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Our flight from *** to ****** Philippines was cancelled last minute on Aug 12, 2024. I received an email 2 days before the flight and has caused me to miss work on Monday. Our original flight leaves at 1140pm from *** but due to the cancellation of flight PR 103 I had to move all my flight from *** to ***. I didnt have a choice but to take the flight available which is the 12:35pm on Aug *********************************** ****** overnight to catch our flight to ***** the next day. Because of the cancellation of the flight PR103 from *** to ****** we werent able to get to our connecting flight to ***** causing me to spend money for the overnight stay in a hotel in ******. I think they cancel the night flight because they didnt have enough passengers and just wanted to put everyone on the 12:35 afternoon flight. Another issue came up on the way back to LAX. They move up our flight and put the passengers on a smaller airline (from Boing 777 to an ******) and had to refuel at ****************** (***). There was a delay at **** and then more delay at *** *****. Because of all that delay, it caused me and my family (I have a 5-yr old) miss our connecting flight from *** to *** and ended up to taking longer and more flight. We were exhausted due to taking more flights caused by Philippine Airline. Traveling with a kid isnt easy. I also miss work because we didnt get home as scheduled because of the delays. Moreover, the airline charged me an excessive baggage fee of $169 just for one bag. I tried to pay the baggage fee online a day before our flight but the website wasnt working for some reason.

  Business response

  09/29/2024

  Dear Ms. ****************** behalf of the Company please allow me to apologize for the inconvenience and disappointment caused by the cancellation of your flight PR 103 as well as the change of aircraft for your flight PR 112. 
  
  To properly address your concerns, I inquired further into the circumstances surrounding the flight affected by the cancellation.  It is very unfortunate that the original aircraft for your flights had to undergo extended repairs which required unavailable parts. I am not offering any excuse as I fully understand that the cancellation caused you much inconvenience.  However, I am hoping for your understanding. Please also know that the flight disruption was never intentional on the part of PAL.
  
  I wish to assure you that we always endeavor to follow our published timetables but in the airline industry, changes in published schedules may be affected from time to time especially in instances where the airlines need to ensure the safety of passengers. It is for this reason that the general conditions adopted by airlines, including PAL, contain provisions on the possibility of flight cancellations.  
  
  Further, in compliance with airline obligations under the Passenger Bill of Rights for cancellations such as in this case, passengers were offered the option to rebook, refund or reroute. 
  
  While we may not be able to compensate you for the lost time as well as the inconvenience you experienced following the cancellations, we would like to offer you $200 in travel credits.
  
  Again, I would like to apologize for the inconvenience you experienced. Rest assured that *** shall endeavor to prevent similar situations in the future. We shall await your advice. 

   

  Internal Legal Services
  Legal Affairs Department
  E/F, ***** ***************** (LKTJC), 
  ***************************************************************************, 
  *********************************************************************************

  Customer response

  10/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  08/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am deeply disappointed by Philippine Airlines' mishandling of my baggage and their inadequate response to my concerns. Despite reporting my missing baggage, I have received no satisfactory resolution. Due to this experience, I will never fly with Philippine Airlines again. I demand proper compensation and improved customer service practices to prevent such incidents in the future.

  Business response

  08/30/2024

  Dear ************************* properly investigate your baggage concern, may we request for your Ticket number and/or Booking Reference Number. Also appreciate sending any documents you may have in connection to your baggage concern. 

  Thank you. 

  Truly yours, 

  PAL LEGAL AFFAIRS DEPARTMENT 

   

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked a flight to the Philippines on 7/13/2024 from *************, with a return date of 8/12/2024 for our family of 4, 2 adults and 2 young children (4 and 6- 1 child of whom has special needs). Our first return flight of 8/12/2024 was cancelled as we were en-route to the airport and LESS THAN 24 hours in advance. We pulled over to a local gas station so I can call and rebook. The representative offered me the next available flight of 8/27/2024 which is MORE THAN 2 WEEKS OUT. I agreed because I had no other option. My family and I put in ongoing efforts to continuously call Philippine Airlines for a sooner availability because my job was at risk (I was supposed to return on 8/13), and my children's school enrollment at risk (since they start on 8/19). Thankfully we were able to get a sooner flight on 8/16/2024. The morning of, we were able to successfully board the plane and get situated. 1 hour into waiting for the plane to leave, the Philippine Airlines staff inform us that the flight has been cancelled. We deboarded the plane at almost 12pm, and waited in the airport until 9PM to be able to get rebooked. Both my young children were SICK with high fevers over 100F during and after this ordeal. Philippine Airlines has absolutely no empathy for what it does to families. We were put up in a hotel that HAD MOLD ALL OVER THE CEILINGS and did not have PROPER VENTILLATION. I complained multiple times about requesting a new room, but my complaints were dismissed. Until our next flight, my husband and I had continuous headaches and my poor children were still sick and extremely fatigued. Philippine Airlines did not offer ANY KIND of compensation for our inconvenience, NONE. Thankfully we were able to make it home on 8/19 which is 1 week after our originally scheduled flight. My children and I still have not fully recovered from this ordeal and I will not sleep until this company reimburses for myself and my families suffering.

  Business response

  08/27/2024

  Dear ************************* properly investigate your claim, may we request for your Booking Reference Number and/or Ticket number. 

  Thank you. 

  Truly yours,

  PAL LEGAL AFFAIRS DEPARTMENT 

  Customer response

  08/27/2024

   
  Complaint: 22197446
  
  I am rejecting this response because:

  Booking ref: LJ6TH4

  Original itinerary 7/13- SFO to MNL, 8/12- MNL to SFO

       8/12- Cancelled flight LESS THAN 24 HOURS, PAL customer service booked to the "next available" on 8/27

       8/12-8/14- Effortlessly calling and complaining to PAL customer service because of missed work (supposed to return 8/13), future missed school for children and missed services for my autistic son. Was able to rebook to 8/16 after HOURS AND HOURS of complaining begging and pleading, without any EMPATHY from PAL.

      8/16- Flight was cancelled after boarding at approximately 11:45AM. BOTH MY CHILDREN FELL ILL. I HAD TO WAIT IN LINE UNTIL 9PM JUST TO BE ABLE TO GET REBOOKED TO THE NEXT AVAILABLE FLIGHT ON 8/19 (Which ultimately BOTH my kids had to miss the first 3 days of school,  I missed work for 1 ADDITIONAL WEEK). We got booked a hotel (**************************), which  made myself/ my husband and my children even sicker because we discovered MOLD in the room. There was no ventilation nor windows that we could open. The hotel staff fell on deaf ears when it came to our complaints. We opted to leave our boxes at the airport because we could not luggage around ALL THE BOXES AND LUGGAGES WITH CHILDREN. We had no change of clothes, no spare clothes. Additionally the staff from *** kept constantly calling us to ask how and when we would be picking up our luggage at the airport, which created additional stress and uncertainty that our package would arrive back home with us.

      8/19- Successfully arrived home safely, but ill, jet lagged and EXTREMELY UPSET that we had to go through all of this. 

   

  PAL has not offered any kind of compensation nor refund for our inconvenience. This trip has given myself and my husband extreme travel PTSD and anxiety. 

   

   

  
  
  Sincerely,
  
  ***** ****

  Business response

  09/13/2024

  Dear **********

  This is in compliance with the email directive for *** to submit its Answer on subject complaint. 
  
  Please note that our team immediately sent out requests for handling reports from the actual frontline and other concerned departments and/or third-party service providers who directly handled this case, and/or has direct access to its records.
  
  To date, while we have received initial reports, we currently await completion of the same for our proper assessment and verification, absent which, we are unable to submit a fair and reasonable resolution of the issues submitted by the passenger.
  
  Rest assured that this case is being prioritized by our skeletal team and that we will revert with the results of our investigation as soon as the necessary and relevant reports are completed.  
  
  Hoping for your kind understanding.

• Initial Complaint

  08/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Booking reference:KPVGLD We understand the importance of providing a smooth and hassle-free travel experience. We regret to inform you that your upcoming flight from ****** (MNL) - ************* (SFO) has been cancelled. We acknowledge the inconvenience this may cause to your travel plans.For your convenience, please refer to the list of other options below.Original Flight Details FromToDepartureArrivalFlightBooking class ****** MNL *********************** ********************* ************* Intl22:50 Aug 5, 202420:50 Aug 5, 2024PR104V 1.5 DAYS NOTICE WITH NO SOLUTIONS.I am in utter disbelief with a level of disrespect that we receive from Philippine airlines. The pain, anguish and stress that you inflicted amongst my family is irreversible. We went through the same issue with flight delays and cancellations last year Case# ********. After months and months of resolving the issue from last year, we decided to give Philippine airlines another chance, and it showed that it came back to haunt us. No words can describe what you put me and my family through. You canceled the flight, two days prior to departure. Then you gave us options that were not feasible for my family. We asked that you put us in business class so we can catch the next available flight home and you decline. We have two children ages six and seven that starts school next week. Now my family has to suffer and stay in the Philippines for three more weeks. Without money and food. We ask that you accommodate us for the time extra that my family is in the Philippines. I've spent hours upon hours speaking to representatives from the Philippine airlines with no result. This is very well documented and We will seek a lawyer due to the pain, suffering, stress, and anguish that was inflicted by Philippine airlines. Philippine airlines needs to make this right immediately.Flight rebooked Aug 27th 3 WEEKS LATER ABSOLUTLEY UNEXCEPTABLE

  Business response

  08/19/2024

  Dear Sir/Madam:
  
  
  On ****** of the Company, please allow me to apologize for the inconvenience and disappointment experienced by our passenger as a result of the cancellation of their flight PR 104 last 03 August 2024. This is truly not the experience we want for our passengers. To properly address our passengers' concerns, I inquired further into the circumstances surrounding the flight affected by the delay and we provide below the results of our investigation.

  
  It is very unfortunate that our passenger's original flight had to be cancelled due to unscheduled maintenance, for safety reasons. I wish to assure our passengers that we always endeavor to follow our published timetables, but in the airline industry, changes in published schedules may be affected from time to time, especially to ensure our passenger's safety. It is for this reason that the general conditions adopted by airlines, including PAL, contain provisions on the possibility of flight cancellation.

  
  In compliance with airline obligations in cases of cancellation, ********************** was offered a rebooking to a later flight or a rerouting through another airline. We understand that our passenger opted for the 27 August 2024 flight as it had bulkhead seats. We also understand that the present regulations do not require airlines to provide hotel accommodations and food in cases where the cancellation is made more than 24 hours prior to flight ETD. Nonetheless, please allow us to offer compensation vouchers in the amount of USD200 for each of the passengers.

  
  Considering the foregoing, we hope we have addressed our passenger's concerns. We shall await his advise regarding our offer.

  
  Thank you.
  
  
  Internal Legal Services
  Legal Affairs Department
  E/F, ************************ Center (LKTJC), 
  ***************************************************************************, 
  *********************************************************************************

• Initial Complaint

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My flight from MNL to ************ was significantly delayed causing me, not only to miss my ride home, but I also incurred extra and unecessary expenses while waiting in the airport. I try to fly PAL and always willing to pay more money with the expectation that my flight will be hassle-free but I realized that PAL is no different than the competition. I also find it difficult to reach out to customer service.

  Business response

  07/29/2024

  Dear Sir/*****, 

  To properly investigate your complaint, may please request for your ticket number and/or Booking Reference number.

  Thank you. 

  PAL LEGAL AFFAIRS DEPARTMENT 

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Flight Cancelled, NO notification received, drove few hours to the airport Rebooked after 1 week which is not going to work. Have to see and attend father in laws funeral.

  Business response

  07/02/2024

  Dear Sir/*****, 

  To properly investigate your complaint, may we request for your ticket number and/or Booking Reference Number. 

  Thank you. 

   

• Initial Complaint

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  OUR FLIGHT FROM *******-****** @620 LAST **** 1,2024 WAS CANCELLED AND WE WERE REBOOKEDTO **** 1 @2315 BUT OUR CONNECTING FLIGHT FROM ****** TO *** AT 1105 ON **** 1,2024 WAS NOT CHANGE.UPON KNOWING OF THA CHANGES, I DROVE TO THE AIRPORT BECAUSE CUSTOMER SERVICE WAS BUSY. THE ***** PAL SUPERVISOR TRIED TO TRIED TO CHANGE OUR FLIGHTTO ****1,2024 @1120 BCD-*** AND 2205 MNL-LAX. WHEN I GOT HOME, I CHECKED MY E-MAIL AND WAS SURPRISE TO HAVE 2 FLIGHTS FOR **. ONE IS **** 1,2024 BCD-MNL1120 AND MNL-LAX 2205 AND ANOTHER **** 2,2024BCL-MNL @1120 AND MNL-LAX 2205. I CALLED CUSTOMER SERVICE AND WAS DISCONNECTED SEVERAL TIMES. EVENTUALLY, I WAS ABLE TO FIX OUR FLIGHT TO **** 2,2024 BCD-MNL@1120 AND MNL-LAX 2205. I WAS UP UNTIL 0300 OF **** 1,2024 WITH CUSTOMER SERVICE. AT 0800 OF **** 1, I OPENED MY E-MAIL AND WAS SURPRISED TO SEE THAT OUR FLIGHT WAS CHANGE AGAIN TO **** 1 @1630 BCD-MNL AND **** 2 @2205. WE HAVE TO STAY AT THE AIRPORT FOR >24 HRS. I CALLED CUSTOMER SERVICE AND THE **** THAT ANSWERED SAID SHE CANNOT DO ANYTHING SO WE RUSHED TO THE AIRPORT TICKETING OFFICE AGAIN WHICH IS 1 HR AWAY FROM OUR PLACE. UPON ARRIVAL. THERE WAS ONLY 1 EMPLOYEEATTENDING TO ALMOST 30 CUSTOMER.(I'M #**). WE WAITED FOR 3 HRS AND OUR FLIGHT WAS REBOOKED AGAIN TO **** 2@1120 BCD-MNL AND 2205 MNL-LAX. ON **** 2, WE WERE ABLE TO FLY TO ****** WITH OUR BAGGAGE CHECK THRU TO LAX AND WAS ISSUED BOARDING PASS FOR MNL-LAX. UPON ARRIVAL IN ******, WE WERE TOLD BY TRANSFER DESK THAT OUR MNL-LAX FLIGHT IS CANCELLED AND THE NEXT FLIGHT WILL BE **** 3 @1600. I WAS UPSET BECAUSE NOBODY WILL BE ABLE TO PICK US UP FROM LAX ON **** 3. THE ONLY OTHER OPTION WE HAVE IS TO CHANGE AIRLINE TO CHINA AIR WITH 2 HRS LAY OVER IN ****** AND OUR FINAL DESTINATION WILL BE ***************, WE HAVE NO OTHER CHOICE BUT TO AGREE. WE NEED TO BE COMPENSATED FOR THE HASSLE, STRESS & SLEEPLESS ***** THAT PAL GAVE US. PLUS CHINA AIR IS CHEAPER THAN PAL AND I PAID $20 FOR MY HUSBAND AISLE SEAT WHICH WE DID NOT GET.

  Business response

  06/09/2024

  Dear Sir/Madam:

  To properly investigate the complaint, may we request your ticket number.
  

  Thank you.

  Legal Affairs Department
  E/F, ************************ Center (LKTJC), 
  ***************************************************************************, 
  **********, ******************************************

  Customer response

  06/13/2024

   
  Complaint: 21820121
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** Go ***************

  Customer response

  06/14/2024

  philippine Airlines has not resolved my complain. I've also reached out to them and I'm still waiting for their response, The original ticket number that they are asking  are:***** Go ***************-079-2419067803 and **********************-079-2419067802. Our reservation number:UQYSV5

  Business response

  07/08/2024

  Dear Sir/Madam:

  We understand that PAL was given until 08 July 2024 to provide an Answer.
  

  Regrettably, despite our concerted efforts, our team is still in the process of gathering the necessary reports to effectively address the specifics of the complaint. Please be assured that we have urged our handling units to expedite this matter promptly.
  
  Please accept our sincere apologies for any inconvenience caused by this delay. Rest assured that we shall will provide you with a comprehensive update at the earliest opportunity.
  
  Thank you for your patience and understanding as we work towards a resolution. 

  Internal Legal Services
  

  Legal Affairs Department
  E/F, ************************ Center (LKTJC), 
  ***************************************************************************, 
  **********, ******************************************

  Customer response

  07/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** Go ***************

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