logo
The most trusted and popular consumer complaints website
Follow us
Connect With: Connect with Facebook Connect with Yahoo Connect with Google Connect with Twitter Connect with LinkedIn

Share with Others

Recently Discussed Complaints

1. (0 mins ago)
Geico Car Insurance
Refused to pay my claim!
2. (11 mins ago)
Long Marketing Service (DSI)
Pyramid scheme
3. (12 mins ago)
Bureau of Defaulters Agency
Check fraud
4. (21 mins ago)
barclay.claim@w.cn
YAHOO MAIL LOTTERY 2012
5. (46 mins ago)
TGI Fridays
Unacceptable Customer Service

Consumer Tips & Tricks

Latest News & Stories

Latest Questions

Airphil Express (Online booking) Complaints & Reviews - No customer Support

Airphil Express (Online booking) Contacts & Informations

Airphil Express (Online booking)

Posted:    Zachary Go

No customer Support

Complaint Rating:  23 % with 100 votes
Contact information:
Airphil Express (Online booking)
Philippines
airphilexpress.com
During the confirmation the website got error and result to a wrong schedule, we send a complain through their onlinesupport@airphilippines.com.ph, customer@airphilippines.com.ph about the error and request for a fix but they just send us the wrong schedule. after that they won't reply our email, even on their booking office in Cebu City Philippines won't support us saying we have to call long distance to Manila Philippines to file a complain they won't help us. We tried to make many long distance call to Manila (632) 8559000, (02) 8517923 and the machine let us wait more than 30mins and we gave up and we tried many times and many days. This is the worst Airline I ever ride. Worst than Cebu Pacific Airline.
Comments Philippines Airlines
Share with others:  
Was the above complaint useful to you?    


Comments

Sort by: Date | Rating
 12th of Dec, 2010 by   Rhoan 0 Votes
In the countless flights I have been to (going to and from Iloilo) I have rarely used air philippines as a carrier. However, their recent advertisements regarding their new air bus made me hopeful that it might be a good idea to try it. First hiccup of the trip was that the trip was delayed by 30min. It was a minor inconvenience for everyone so no one actually complained. When we were shuttled to the aircraft we were surprised that they were using a propeller aircraft rather than the airbus A320 that was indicated in our ticket. The aircraft resembled a small bumblee rather than the jet we were expecting to ride in. There was already a bit of clamor from the passengers. However, since everyone just wanted to go home no one again complained about this. I too was a bit hesitant at first but my own wish to just go home with no issues or drama led me to sit quietly in my seat. After an hour of travel time the pilot announced that we were descending to Iloilo airport. As we were approaching the runway the pilot pulled up and started circling around. We thought it was just traffic at the runway however after almost an hour of circling around (mind you they did not even inform us why we were unable to land) they told us that we were going to land at Mactan Cebu because of unfavorable weather conditions. Everyone was anxious about this announcement knowing that we had family members waiting for us in the airport and were most probably worried because we were unable to contact them. As we were approaching the runway of Mactan Cebu, the pilot again pulled up as we were only a few meters from the ground. He then announced that there were problems with the landing gear and they needed to troubleshoot it before landing. We again spent 1 hour circling around the Cebu. It was almost 10pm (our flight left manila at 630pm) when we landed at Mactan Cebu. People were expecting that the we will be using a different aircraft for our flight back to Iloilo. Personally, I just wanted to get out of that airplane.The passengers were enraged when the an airphil rep told us that we should not de plane because the plane was just beiing refueled and it will be used to go back to Iloilo. He added that if we were to go out of the plane the airline had no liability and if we decide to transfer to another aircraft we should buy another ticket. I don't think it was an unreasonable request on our part to change the aircraft after that entire ordeal. They told us that all who wanted to deplane may do so but the airline would not assist us in going back to Iloilo. Out of the 60+ passengers that the aircraft had more than half decided to de plane (me included, hehe) and assert their right to better service. Eventhough they said that the aircraft was now" ok" you cannot allay the fears of the passengers by just mere words and reassurances. They said that the flight will push through with the remaining passengers on the plane and all those who de planed can claim their bags in the airport. When were inside the airport ready pick up our bags and make new travel arrangements, the crew told us that they decided to change the aircraft and we were asked to board the new plane again. The ending of this story is that we all got home in one piece.
I think that airphil could have handled things better. They knew that the passengers were already anxious and scared and the first thing that came out of their mouths was that the airline had no liability to its passengers. If they would have changed their aircraft as requested by the passengers none of this might have happened. More importantly, if they have used the aircraft that was actually indicated in our tickets which was an Airbus A320 this could also have been avoided. Moreover, if they knew that the weather conditions were really bad and that "bumble bee" plane that were in could not make the landing they should have just cancelled the flight.
In this time where we are given several choices of airlines we have the opportunity to make an informed decision. When we ride an airplane their is an unspoken contract of trust between the airline and its passengers that we will be able to arrive to our destination safely. Airphil should not have only thought of themselves but also of their passengers. We as passenger are not only customers of the airline but we are also people who have families back home and would not take chances hastily if it is our life at stake. I hope that my experience could help other make an informed decision especially this holiday season.
 17th of Dec, 2010 by   legazpi gal 0 Votes
I made an online booking in AirPhil for my mom's flight this month (december 2010). It was my first time to book in Airphil and to my great dismay, everything turned out to be a mess. They have a very bad service towards their clients and their online booking is not reliable. Upon my online booking, Airphil issued me an itinerary receipt for my mom's departure clearly stated as 1:20 PM. During that day, we went to the airport 1 and a half hour before my mom's flight schedule. She checked her luggage in and went inside the boarding gate to wait for her departure. She waited there for many more minutes.. more minutes.. and much more minutes until she found out (by asking the personnel in check-in counter) that Airphil has really no flight schedules during 1:20 PM, instead, they fly at 2:40 PM everyday from legazpi to manila. Of course i asked them HOW COME THEY ISSUE AN ITINERARY RECEIPT STATING THE DEPARTURE SCHEDULED AT 1:20 PM where in fact they REALLY DON'T HAVE THAT SCHEDULE? If ever it's a sudden change of schedule, WHY DIDN'T THEY NOTIFY ME ABOUT IT THRU EMAIL SO THAT MY MOM WOULDN'T HAVE WAITED TOO LONG IN THE BOARDING GATE FOR HER DEPARTURE WITHOUT KNOWING THAT HER FLIGHT SCHEDULE REFLECTED IN THE ITINERARY RECEIPT ISSUED BY AIRPHIL IS NOT REALLY THE CORRECT DEPARTURE SCHEDULE? My mom is already a senior citizen and i was teary-eyed when i saw and felt how hard it was for her to wait too long there. Worse thing is, personnel in Airphil CANNOT GIVE ME A CLEAR JUSTIFICATION WHY SUCH MESS HAPPENED. When i complained in their office and asked for a clear justification from them, one of the personnel told me that i don't have to make a complaint there and told me: "dun ka sa internet magreklamo!!" He told me that in a VERY RUDE MANNER. From then on, i promised to myself I WOULD NEVER EVER USE AIR PHILIPPINES AGAIN AS CARRIER FOR MY FUTURE FLIGHTS.
 1st of Feb, 2011 by   Kissess 0 Votes
i need refund for my ticket since the flight scheduled january 18 to ozamis from cebu was cancelled and they used the flight on the 19 to accomodate 18 & 19 passengers leaving my violinist on my wedding day behind. the violinist was on time, was in line and the tickets was already taken from his hand only to be stamped as late check-in when he's not.
 26th of Apr, 2011 by   Philippine Traveler 0 Votes
April 25th & 26th 2011, this is also my first expierence with AirPhil Express and here's our story. On Apr 25th & 26th AirPhil had a promotion that would save 1/2 the air fare from Manila-Surigao, there is 4 adults traveling to the Philippines and we need connections to Surigao. I went through all the online reservation process filling out all the info for all travelers and credit card information all went through fine with a confermation # and email of our tickets. Well somewhere around 3-4 in the morning an email comes to my computer from AirPhil "treasury department" telling me my reservation for the 4 adults was cancelled due to problems with my credit card here is a copy of that email with out the reservation number Dear Airphilexpress Guest:
Thank you for booking your flight with us!
Your transaction was immediately processed according to the airline’s credit card payment policy. Unfortunately, the credit card used to book your flight was rejected in our system.
In view thereof, we would like to inform you that your transaction was invalidated and we were constrained to cancel you ticket.
Thank you very much for your understanding.
Sincerely yours,
Airphilexpress 2
WELL AIR PHIL EXPRESS I AM NOT UNDERSTANDING AND I WANT YOU TO MAKE IT RIGHT--i just added that for this posting because i'm so pissed off

. I checked with my credit card company and i "was" charged the full amount for as was required for travel for 4 adults along with all there fees and taxes, and surcharges. I called Air Phil Express at a cost of 25 cents a minute (u.s.) and was put on hold for at least 10 minutes the first time until i hung up and called back to have someone else pick up right away and then put me on hold for another 12 minutes while the reservationest found out what the problem was. The lady came back on line and as i figured it was a waste of time, she told me the reservation was cancelled and that i needed to contact there online support well i did email them with no response as other mentioned above. The reservation lady wanted to rebook me then and there and i would've had to pay again before being refunded the over $375 (u.s.) for the first reservation. i'm all emailed out, and the special airfare promo is over. I actually feel these promos are a scam and cancellations are normal knowing that they will be able to get the full amount of the ticket in just a couple days. i should have made my reservation with PAL and paid a higher price at least i think my out come would have been better. Today is the 26th of April here in the U.S, and now 27th in the Philippines with the promo over, this hole ordeal started yesterday. i have requested to have my reservation reinstated but i'm sure that will fall on deaf ears. WoW a great way to start my vacation with full of hassels with Air Phil Express. does anyone have a phone # other than reservation that can get results?
 13th of May, 2011 by   Lawrence D. 0 Votes
Customer service NEVER replies to any E-mails, and indeed you have to call more than once and wait at least 15 minutes before anybody picks up the phone. I used the same card to make at least 30 purchases on line, and until two weeks ago, everything worked. Now, for the last two transactions I've received this E-mail 1-2 hours after the transaction went through: "Unfortunately, the credit card used to book your flight was rejected in our system.". I called my credit card company, and they said the transactions were approved from their end. However, I can't get anybody from Air Phil Express to tell me what's the problem. After numerous attempts, I gave up. I switched to Cebu Pacific, and I have a story to tell to all my friends here in the Philippines.
 15th of May, 2011 by   mamerta lagrosa 0 Votes
i was booked twice last feb 7 on flight from mla to cebu and cebu mla with the same date.feb 8 mla cebu and cebu mla with flight no. 2112163450444 and the other one with the same date with flight no. 2112163450344.i would like to use that ticket for my flight mla cebu on may17 and cebu mla on may 19.hoping for your immediate reply and kind consideration..thank you very much.. mamerta lagrosa with email ad kon.mlagrosa@yahoo.com
 9th of Jun, 2011 by   kofi96 0 Votes
I only book online since I work during the night and can't forgo not getting any sleep just to process my tickets. When Airphils express called me to say they're changing all my flights since they're no longer offering AM flights to and from Singapore.

I asked if a refund can be processed instead and was informed I can request such. I emailed their customer service and was informed I need to email their onlinesupport team which I also did attaching all the necessary documents like a copy of my credit card, a copy of my ID and such.

Afterwards I received an email saying they can only process refunds at their offices.

Why is it so easy for them to take our payments and our money with just a credit card number but too hard for them to refund to us what is due?!
 19th of Jul, 2011 by   Naisy 0 Votes
I have been following-up the status of my refund application filed in Cebu city last May 5, 2011 in the total amount of PhP42, 816.00. As a backgrounder, said tickets were purchased online in behalf of my colleagues in the Local government on May 4, 2011 for a Seminar in manila. Unfortunately, we could not be accommodated by the host so we had to cancel our tickets the following day. The lady at the Air Phil counter told me that I can get a refund in 30-40 days but up to this time (July 15, 2011) no refund has been credited in my credit card account. I have followed it up by calling long distance to manila after 40 days but I never got any answer. The phone just rings and rings. Last June 28, I miraculously got an answer and the lady said she will fast-track the refund considering it is long overdue and ask me to call back a week after.

Thinking that as a very established company they know how to keep their word; i called up after a week but got no answer or if there is one...all you get is a recorded voice which then gets disconnected. I have tried and tried the following days but then i figure..it just adds up to my expense on long distance calls...and gave up!

I have been paying interest on those accounts for two months now at 3.5% per month. That is not counting the insurance and cancellation fee that was not refunded. Though I am not rich; I do not begrudge that part because it is my fault that i cancelled . ...but I could not keep on paying the interest which i think is just too much just because of their not doing their side of the obligation which is to refund within 30-40 days. I just can't believe that they don;t have a word of honor.

I'm even wondering why in the first place, the transaction was still billed to my credit card when it could just have been voided considering that the cancellation was done the next day!

I have put all my frustrations in the hands of the Lord and hope they get the heart attack instead of me. They just have that you've got the LOUSIEST CUSTOMER SERVICE and are not worth to be the bearer of our country's name as an airline. Their MANAGEMENT SUCKS AND FULL OF SHIT! Can anyone tell me what government agency can we lodge a complaint regarding this ?
 29th of Jul, 2011 by   AIRPHIL/PAL sucks 0 Votes
PAL & Airphil Express are the worst airlines ever I won't book a flight ever to these miserable airlines knowing that they have the countries name inf the companies name I hope someone can read this and can have them pay for what they're doing with their customers karma karma, they just want to get money from their customers and don't know what quality customer service is, I booked a flight using my card for another person and there was an error am not sure what happened and resulted to an incorrect time I called them maybe around 5-10 minutes after booking and noticed that the ticket was processed incorrectly July 29th and asked to have the time changed, then the hassle started asked me to email their onlinesupport@airphilexpress.com so then I did that knowing that it is said in their FAQ that can have it rebook/ refunded as long as its 1 day prior to the flight, never had a reply called them and have it escalated same thing and then now I'm calling them to have it processed and asking for supervisors they don't have any!! and I was forced to just paid the penalties since my partner really need to fly today. I really hope someone can look at this. sigh * what a waste
 7th of Oct, 2011 by   bluemonacxa 0 Votes
we would like ask or confirm if who is he person revered the ticket last aug. 19, 2011 at 10:59 am...
 12th of Oct, 2011 by   Pablo A. Consigna,Jr. 0 Votes
Good morning. Yesterday was my flight from surigao to manila. Unfortunately I was not able to go to the airport because of typhoon signal number 1. The Phil Coast Guard did not allow any vessel to travel across the ocean. My original place is from siargao which is 300 nutical miles away from surigao city. Please consider my rebooking of my travel ticket with PNR: FJLICJ. My name (passenger) is Mr. Pablo Jr. Consigna
Adult. Pls reply.
 14th of Oct, 2011 by   yeoj 0 Votes
gus2 k lng po sana plitan yung nkasulat sa pnbuk k knina na "jaime e' na gawing "jaime eparwa" at isend sa acct k na jtuazon_78@yahoo.com
tank you po...
 15th of Oct, 2011 by   SUSAN GRADANA 0 Votes
WOULD LIKE TO RAISE MY CONCERN TO THE MANAGEMENT: KINDLY CHECK YOUR POLICIES REGARDING ON LINE BOOKING USING CREDIT CARDS - VIRTUAL CARDS W/C IS THE COUNTER PART OF THE PRINCIPAL CARD WHEN DOING ON LINE BOOKINGS, FOR THE CREDIT CARDHOLDER'S SECURITY, TOO... FIRST: THE BOOKING WAS CONFIRMED BY YOUR OFFICE, MEANING, YOU CHARGED SAID AMOUNT TO THE CARD AND WILL REFLECT ON THE SAME STATEMENT OF THE PRINCIPAL CARD...HOWEVER, THERE IS THIS TRANSACTION W/C USED THE VIRTUAL CARD AND UPON PRESENTATION AT YOUR COUNTER, YOU DENIED ENTRANCE..BECAUSE THE PASSENGER USED/PRESENTED A VIRTUAL CARD...THEN, WHEN THE POOR PASSENGER WAS LEFT W/ NO CHOICE BUT BUY IN CASH, LATER ON YOU WILL TELL THE PASSENGER THAT CHARGED AMOUNT WILL BE REFUNDED!!! THANK YOU FOR THOSE STUPID COMFORTING WORDS FROM YOUR STUPID OFFICE...YOUR OFFICE CONFIRMED THE BOOKING ON LINE BUT AT THE CHECK IN COUNTER WILL BE REJECTED BY YOUR STAFF PER YOUR STUPID POLICY!!! THIS IS THE FIRST TIME I HAVE ENCOUNTERED SUCH STUPIDITY...ONLY IN AIRPHILIPPINES!!! IF YOU WILL NOT CORRECT THIS POLICY/SYSTEM OF YOURS, I WILL NOT BE SURPRISED WHEN I WILL HEAR THE NEWS OF YOUR CLOSURE...DON'T BE STUPID, REVIEW YOUR POLICIES...
 25th of Oct, 2011 by   EYPRIL 0 Votes
Dear Airphilexpress Guest:

Thank you for booking your flight with us!
Your transaction was immediately processed according to the airline’s credit card payment policy. Unfortunately, the credit card used to book your flight was rejected in our system.
In view thereof, we would like to inform you that your transaction was invalidated and we were constrained to cancel you ticket.

Thank you very much for your understanding.

Sincerely yours,


Airphilexpress 2 - HOW DARE YOU!!! ANUNG CANCEL ANG TICKET ??? FOR YOUR INFO NA CREDIT SA ACCT. KO UNG AMOUNT NG INSURANCE NYO. ANUNG NOT APPROVED BY MY BANK??? KAPAL NG MUKHA NYO IBALIK NYO UN SA CARD KO. THIS IS MY FIRST TIME BOOKING IN UR AIRLINES.. KAKADISAPPOINT TALAGA...
 11th of Nov, 2011 by   MA. HUMILDA BALLENAS 0 Votes
i would like to request for a change our flight schedule from january 20 tac-cebu & january 23 cebu-tac to jan. 13 tac-cebu & jan 16 cebu-tac. the passengers are carmencita arcenas/priscilla cinco and felicidad ochon with confirmation number KETDIV and FIFWUV. I hope for your immediate action. Please... my email-address:mahumilda63@yahoo.com
 22nd of Nov, 2011 by   jesi1968 0 Votes
hello airphil express how do i get back my refund for my cancelled ticket?nag pa book ako online from singapore to manila.na move yung flight sked ko kaya lumipat ako ng airlines.ano mga requirements at san ko i process ang refund ko.gumamit nga pala ako ng credit card.thaks hope na makatanggap ako ng respone mula sa inyo.

glenna
 22nd of Nov, 2011 by   jesi1968 0 Votes
pls pakisagot kung san pwede i process ang refund ng tiket book tru online by credit card
 26th of Nov, 2011 by   myakuwait 0 Votes
Airphil Express is 100% thieves, i booked my ticket online with an extra baggage of 15kg.when i checked-in Manila-Iloilo the counter ugly lady said it was not written in my ticket and she checked to the monster manager on duty he said its reversed not on this flight, he said when you come back Iloilo-Manila that will be ok.then when my flight iloilo-manila i told the counter check-in staff that i have extra 15kg, paid on line and its written to my print out ticket, He said no, its not showing to our system.This is horrible Airphil, you got the money from my credit card and just easy for them to say its not showing in there fucking system, so they tricked the consumer online to steal our money.
To The management kindly checked why this is happening, how we can trust you? International are ok, we are travelling anytime and paying our ticket online .Be afraid to GOD, not all the people has money, we worked for that just to pay what we need, not just to throw for nothing. BE HONEST NOT TO CHEAT OTHERS.That was my last trip in your airlines even my family and friends will never take a trip using AIRPHIL EXPRESS. BIG CHEATERS...!!!
 2nd of Dec, 2011 by   Priscilla P. Cinco 0 Votes
hello! we are sorry to inform you that we had a mistake on our booking and we wish you could help us re book for Jan.. 13, 2012 Tacloban-Cebu and Cebu-Tacloban on Jan. 16, 2012..our booking is on Jan. 20, 2012 Tac.-Cebu and Jan. 23, 2012 Cebu-Tacloban..our locator numbers are as follows: KETDIV; FIFWUV;..please, please we need your help in this regard..we are hoping for your kind consideration on this matter..thank you and more power..God bless us all
 9th of Dec, 2011 by   Trinidad Alipin 0 Votes
December 09, 2011

Sir/Madam,
Good day!!!
This is in connection with the double booking of ticket from Masbate-Manila-Masbate of Mrs. Delilah Lumberio & Mr. Ely Lumberio w/ book reference # HOGRKY & FHMHWA with the same flight date on December 28, 2011 Masbate-Manila & January 04, 2012 Manila-Masbate.
In this regard may I request to your good office to cancel of 1 (one) scheduled booking and further request, that the payment of the said booking will be credited back to the card holder..

Thank you & Merry Christmas...

Ms. Rosales

Post your Comment

Please check text spelling before submitting a comment
Your attitude towards ComplaintAgree Neutral Disagree
Comment text
Attach photos (optional)

Videos

Road to Ruin Mortgage Fraud

Latest Groups

Today's Mess-Up Photo


RSS Feed
bdomains.com
 
loading
     
 
Login close
Email:
Password:

Forgot your password?