Philippine Airlines
reviews and complaints

This is Atty. Paisalin P. Tago, a registered passenger of flight 2522 from Cagayan de Oro to Manila this morning of February 24, 2020 at 1130am flight. I am filing a formal complaint against one of your flight steward crew under the name of Mr. Ong for inappropriate behaviour and such acts inimical in the service of your clienteles. The fact is that Mr. Ong has threatened to offload me in the flight or transfer me to another. I could have argued to him on his authority but my action can create commotion or scene and it my delay the departure of your plane which can affect some passengers in the plane. I am sitting qualifiedly on the exit as i have been doing before. My seat number is 10c. Mr. Ong is very arrogant, rude and discorteous in his approach to me. Hence, this formal complaint. If needed be, a confrontational meeting can be made with him to determine the veracity of my complaint. My email add is [protected]@yahoo.com.ph
Praying that this complaint will be acted upon the soonest. Thanks...

Sir/ma'am, i would like to request for an e-copy of my boarding pass because i lost it 2 days after my arrival at Tacloban City at my email. Now, i needed it for my liquidation in our office with ticket no. [protected]; flight date Dec. 14, 2018 - Dec. 16, [protected]@ PR 2239. Hoping for an immediate action for this matter thanks.
Name: AURILLE MAE O. LOPIDO
Email: [protected]@yahoo.com

We arrived timely at the airport on the night of our flight from Manila back to the states, We checked in, went through security, and sat in the waiting area when suddenly Philippine Airlines made the unilateral decision that I and my family would need to be bumped from this flight and take a future flight. My kids had to sleep on the airport chairs all night while we waited for the ticketing office to re-open the following morning. When they did re-open, they decided that in order to put us on a new flight, we would need to pay a change of flight fee of $2, 000. If it was Philippine Airlines decision to have us take a new flight, why are we paying this fee?! I asked to escalate the matter, and their manager / supervisor was conveniently out of town for the next week. So we either spend a week in Manila (a place where none of us knows anyone) or we pay an extra $2, 000 to get out of the Philippines. This is extortion, plain and simple.

Sir/Madame

I would like to request an electronic copy of my boarding pass. I was lost on December 15, 2019. I need to used it to my liquidation of my travel.

thank you

Daryl Cloyd T. Estante
passenger

Name: Mr. Daryl Cloyd T. Estante
Email address: [protected]@gmail.com
Flight Date: December 15, 2019
Time of Flight: 8:35 AM
Destination: MANILA to Davao city
Ticket Number: [protected]
Tour Code: NCWKQE

I am filing this Complaint against Pal for and on behalf of my nephew Jeff Thaddeus Villahermosa Villejo who took the Pal flight last Jan 8, 2020 Manila Phil's to LAX PR 112 left at 11:20h.

He went through all the necessary process and has been issued with corresponding boarding pass and baggage o luggage claim tag.

Upon arrival in LAX, USA, he was hold at the AIRPORT Immigration for 2 hours because he was not one of the recorded passengers of Pal based on manifest.

Jeff has stayed and being interrogated for 2 hours and gothrough unnecessary stress and pressure all because of PALs oversight that resulted to his predicament. Good thing, his other aunt Pilar Villejo was with him on the same flight.

With this, we demand an explanation for such negligence has exposed him to a situation that traumatized him.

Respected Sir/ Madam,
This mail is to bring to your notice that the Airway Baggage we received from Philippines Airlines in DOHA on 12.01.2020 was damaged / torn and the contents inside the cartons are missing. The Air Way Bill no is [protected]- Shipment from Philippines to DOHA - 05.01.2020 - TOTAL BOX - 161, TOTAL WT - 2468 Kg. Shipper Name : Topex HK LTD, Hong Kong . Consignee Name : Trans Union Trading & Contracting & Transportation, Doha, Qatar. Items missing are below :
1. IPAD MINI - 10 nos. There are no iPad inside the boxes, only charger is there and the boxes all look dirtied.
Please find attached the photos of the damaged and torn goods as well as the invoice for your reference.
Kindly explain to us on what has occurred during this shipment and give us an update regarding the same. We need the products which are missing and need to get proper accounting for this from your end.
This has been a very disappointing and shocking incident from your Airlines and we do not expect such horrifying experiences from you.
Looking forward to an immediate probe into this matter and satisfactory response from you.
Thanks & Regards
Sanghita Ajay
Topex Cargo

I booked and paid for seat assingments 52H, 53H, 53J & 53K
but when we boarded, we were given 33C, 51H, 53H and 53J. Hence, 2 of my family members were seated somewhere else. The 33C was so far away and she was very uncomfortable sitting there for 17 hours. The family member who was seated at 51H also was uncomfortable a row down and close to the bathroom and no place to put her stuff under her seat.

Please explain how the seat assignments were re-assigned, the reason and if we can be compensated for the inconvenience and refund for the additional amounts paid.

Victor London
Confirmation numbers JXYCWR & JXM9C0

My name is Lenjie Vidal. I'm filling a complaint because of my bag got damaged on arrival in Dumaguete with my flight from Manila. It's a Thule brand carry on size bag 10 kg that I've checked in in Manila airport . Ive asked the lady in the counter to put fragile sticker and she did. How come the wheel got broken !? It's obviously being thrown and not handled carefully the way it's forcly creased halatang nabagsak or binagsak ng malakas. FYI Thule bag is a really well made and really high quality Swedish brand. This bag cost 350 USD or more. My flight was with PR 2543 that was supposed to board 13:25 in Manila but it was delayed for almost 2 hours which I completely understand there might be some technical issue why it got delayed. And the guy at the gate let the non-senior citizen to let through first and we were just watching and asking why he did it. 😤 Not good service and there a lot of witness. This is unacceptable that my high quality bag got it's BIG wheel broken .😠 It's the most durable wheel you'll ever see in the airport . It's not a normal size wheels for a bag 😔and the bottom is so messy like it has been fallen into the ground and that really make sense because it was raining when we arrived. That's NOT good and I can't travel with it anymore. I would appreciate it if you take an action or replace my bag because I'm planning to travel again soon. It never happened to me taking flights with Cebu Pacific most of the time and now I took your airline flight & this happened😤

i am complaining with regard to our family booking status. We made a return bookings from a voucher the airlines has given to us. to ensure that we can secure a sits for this booking we book it earlier like 3 and half months ago, we paid the excess like taxes and other charges so its all settled. The airline send us our ticket or booking reference with the status saying that we are on a waitlist? Now that we are getting close to the dates that we are meant to be flying our status remains on a waitlist which is so frustrating, we are supposed to be flying on Dec. 14, 2019 that is next week but until now the reservation hotline cannot give us the confirmation for that date? We are panicking because we made connecting domestic flights booking and hotel and resorts accomodation during the holiday period. So now i need answers on how the airlines can settle this trouble if we cant show up from those booking? The reservation hotline are hopeless and still cannot give us the answers that we need to know.

pls, i hope you can help me resolve this matter.

cheers
eden

I lost one gray pearl dangling earrings from flight PR 102 from Los Angeles to Manila arrived in Manila last Nov 23 at 4am I was seated at 32C. I have attached a picture of the earrings and I am willing to give a reward for returning as the earrings was a gift from my mom. My contact will be my email address. len .[protected]@yahoo.com thank you and I hope to hear a favorable response

PAL,
One of your FA's just posted one of your passengers ID. on her instagram account. (see attached photo).
One of their primary duty is to protect this kind of information of the passengers, so why posting it without the consent of the passenger?
Pls. Take action! At pagsabihan ang FA na yan, pwedeng gamitin ang litrato na pinost nia online ng kung sino sino!

I spoke with a customer service agent over the phone to make a wheelchair request for my senior passenger and to select seats for other two passengers. The PAL customer service agent was rude, nasty and she doesnt sound friendly. I can sense it from the way she talk, she got annoyed when I was selecting a seat. She said in a snotty way, "do you understand what I'm saying"? Yeah, as if she's talking to a child! (I am a travel consultant in Canada and I know what Im talking about). Her tone of voice is like a vendor in the market. PAL help desk / customer service is getting worst now adays. These people don't know the meaning of good customer service. Im not asking for outstanding or excellent service but only good. Philippine Airlines company should send their staff specially help desk/customer service people to "Customer Service" courses or even re-train them on how to speak to customers over the phone. I'm now thinking of NOT selling PAL to my clients!

My sister booked an online ticket for my parents to Australia, from Dipolog City Airport to Manila International Airport, they had connecting flight, but suddenly the Philippine Airlines cancelled the flight on that day, that's why my sister had to booked another flight for my parents in order to reach their connecting flight from Manila to Melbourne Tullamarine Airport. We are asking for the refund but they kept on pushing us to different offices to claim it. I just don't understand why it's hard for them to refund the said amount while in fact they are the one who cancelled the flight.

Need help in getting a copy of a boarding pass or a certificate of travel for liquidation purposes. Thank you!

Referene: Q8H9ZG
Jelriz Joi Lanip
Ticket number: 079-[protected]

MNL-DVO
Flight: PR 2813
Terminal: 2
Date: 21 October 2019 10:15

xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
Reference: WC5ATW

Maria Veronica Angeles
Ticket Number: 079-[protected]

Jacqueline Landicho
Ticket Number: 079-[protected]

DVO-MNL
Flight: PR 2814
Terminal: 2
Date: 25 October 2019 13:05

My name is Aoife. I am booked on to a Philippine Airlines flight PR 2375 from Siargao to Cebu today the 23rd of October. Booking confirmation: O2DOVV.
The the days coming up to the flight I tried numerous times to book additional baggage through the Philippine Airlines website. It was almost impossible to do it as there were glitches at a certain point in the process that prevented me and my friends too, from getting any further with the booking. It simply would not let us go further on the website. I knew there would be additional charges if our checked bags were not booked on to our booking within 4 hours of the flight so I was doing everything to make sure my bag was checked on before that time.
I used an ipad and a laptop to try again and it still didn't work. I eventually asked my partner in Ireland to do it for me, and he just about succeeded after the website crashed multiple times. I got an email confrimation right away to say I had added 20kg additional checked baggage, all good and I was happy but I still had to pay the outstanding balance. My partner could not get through the website to actually pay for the baggage. I tried again once it was confirmed and still no luck so I figured, now that its confirmed, I'll pay the 900pesos in the airport, because there was NO OTHER OPTION AVAILABLE ON THE WEBSITE.
My friends managed to finally get through to someone by phone and they were told they could pay on arrival at airport but their additional checked baggage was confirmed on the phone. And that is exactly what they did without any hassle at check in, no additional costs, nothing. They had the same confirmation as me on the website.
I arrive and show them my confirmation email that I had booked checked baggage and they said because I didn't pay before the flight, I had to pay the extra costs at the check in desk. The one thing I was trying to avoid and had done way more than should be necessary to try and prevent. They were charging me an additional 1200 pesos on top of the 900 pesos for a 21kg suitcase that I had already booked on. The staff at the check in desk were extremely unhelpful and rude to me when I tried to dispute the additional costs. They said because I didn't pay, the booking didn't exist but when I tried to tell them I couldn't pay online due to their website, they wouldnt listen and said I've 2 minutes to pay or I'll miss my flight, which was over an hour away. My friends had just paid up front at the desk their fees for their baggage that they had confirmed yesterday as I had. I had the email confirmation, I never got anything else afterward to say that it was not confirmed.
I couldn't believe how unfriendly they were and didn't even try to listen to my complaints. It's the worst experience I've ever had a check in desk or either anyome in customer service ever. They simply didn't care, left me waiting and didn't even try to smile, listen or be kind whatsoever.
I will take this further with the airline as well and coming about the two women at the desk. No one deserves to be treated the way they treated me today.

I have a flight booked to Puerto Princesa on Nov.4th/2019 and Philippine Airlines has changed the flight schedule 3 times. So I thought it prudent to call customer service to ensure that my requests for bulkhead seating and wheelchair assistance were still intact. I was directed by an agent to someone she said was in the booking dept. and this person scammed my bank account of $6, 000.00 Obviously there are some dishonest people working in the customer service dept. I am a disabled individual and the money they scammed from me will make it difficult for me to manage my daily expenses as if I don't already have a difficult time as it is.

Hi,
I book the ticket from brisbane to manila for my husband and myself through budget air.
I request name change of my husband to budget air and they show the response get from airline that i need to contact airlines to change the name and alsi they say coment been noted in the booking for name change with 25$ usd. Heaps of time ring customer care but does not happen yet. Everytime i ring different story. I m frustrated now . Still waiting for name change . Please help!. Booking ref:SYIVNC

Please find response from budget air below:
Dear Winston,
​
We have received a response from the Airline and they have advised you to call Australia Ticketing Office.
​
Please find the Airline email below :
​
Hi
A remark has been indicated in the system for the amendment with a fee of USD25.00 and possible taxes difference.
Pax may approached Aust office for the change.

Regards,
PAL/Sin

Here is Ticketing office number in Sydney - +[protected]
​
Kindly call the number and they will help you, if not then please call Singapore ticketing office - +[protected] // +[protected]

Thank you.

My name is Angelita Balis and I was one of the passengers of PR102 last Oct 14, 2019. I was travelling with my mom, Angeles Calvara and my sister Helen Thompson from Manila. We were happy with the flight as it only took 12 hours and the crew were nice, however when we got off the plane the bad experience started. My mom is already 94 years old and has COPD so she is obviously in need of a wheelchair service which is always the case whenever we travel. My mom was pushed by an Indian porter who unload her after the tunnel passage (the ramp that connects the plane to the building) and he told us that they need to unload first all the wheelchair passengers at this point as there are only 11 wheelchairs to use for 27 elderly passengers.As we were waiting we noticed that some wheelchair passengers were directly pushed up to the bus and some were unloaded to where my mom was and there was no pattern at all. I asked one of the porters and asked him what was happening as they are not coming back for those they unloaded. His last name was Quinto and he could not give me an answer. His badge indicated that he was with Airport Terminal Management. There was an old couple that was also unloaded who both look sickly and weak and the old man was complaining and very upset that no porter was coming back for them to be taken to the bus. There already about 10 elderly/weak people waiting to be pushed but no porter came to pick them up. We were already waiting for half an hour and my mom was already starting to have SOB so I went to the aircraft door and I ask the lady assigning the wheelchairs as to why some are dropped at the end of the passage tunnel and some are pushed directly to the bus. She just told me "kanya kanya ho kasing diskarte iyan". She was also with Airport Terminal Management and her name is Erika Findel ( or Filden - names on their badge are not large enough for easy reading). I told her that their system is unfair and I am going to expose this bad system to the social media. This is not our first time to travel and we know the system for porterage service. My complaint is why we were not told the first time by the Indian porter that he could push my mom directly to the bus but instead made it appear to us and the other passengers who were unloaded as if they were following a system of taking all the wheelchair passengers to a certain point first and then after all the 27 of them have been unloaded from the plane they will pick them up again first come first serve basis to the bus. Some of these unloaded elderly passengers including the couple with the guy complaining, just walk slowly and with difficulty as they were afraid of not catching up the bus. It was a pity for all these elderly who were unfairly unloaded. We were the only one left and no wheelchair coming so my sister and I decided to take my mom slowly to the bus. When I saw Erika Findel coming I told her, you really did not send for a wheelchair because I was complaining? As if she was not affected, she was just saying its coming its coming. We already finished walking the first descending lane and my mom could hardly make a step as she was already panting, there was a porter pushing a wheelchair who passed by us and I intercepted him as there were no passengers to be picked up. After more than an hour of waiting my mom finally was pushed to the bus. Sorry I forgot to give tip to this porter as I was still upset. The bus we took was the last one as the plane crew was already there. We saw all the other elderly who were unloaded and they thank me for making a noise regarding the unfair treatment by the Airport Terminal Management staff. The lady beside me at the bus showed me her swollen lower extreminities and she walked from the unloading point to the bus. She was afraid to complain as she was alone travelling. If something happened to my mom, we could have sued the management for depriving my mom of a wheelchair use. We always travel by PAL whenever we go home to the Philippines but if PAL will not check on the bad system of your porterege service especially in L.A., you might lose many of your loyal customers. This is the first time we encountered such nasty porterege service. I hope that something will be done to resolve this bad system and unfair treatment to wheelchair passengers. Thank you and God Bless!

Dear maam/sir

Good day!

I am Cristy Davila, I am one of your passenger yesterday from Iloilo bound to Manila- connecting flight to Dammam with flight details (reference number WIQLFP, i booked a flight last March 2019, airbus PR 2140 from Iloilo to Manila and Manila to Dammam stating yesterday's date which is October 11, 2019).

I intend to send you this letter for you to be informed of the hassle and embarasment your company had caused me during my flight from Iloilo to Manila.

My supposed flight to dammam aforementioned, was canceled and moved on to the next day. I did not received any email regarding this changes and nobody from your customer service representative or from whoever is responsible for the cancelation inform me about this.

I was already in the airport, had my boarding pass with me and seated inside the plane when one of your crew approach and informed me that my flight bound to Dammam was cancelled. I got no choice but to get off the plane in-front of other passengers. Otherwise, i have to go on that flight and will wait for 1 day at the airport, and that would be exhausting.

I do not wish to call how irresponsible your customer service is for not informing me ahead, but yet, it is apparently disappointing. Mistakes can sometimes inevitable, but that cannot justify how such information cannot be delivered. Moreso, this flight is international.

REASONS BEHIND THE CANCELATION IS ACCEPTABLE, but the matter is, you failed to inform me, which caused embarrasment inside the plane, arguments and settlement. Failed plans, schedule changes for my duty back in dammam, re-scheduling for driver, effort, money, time and the list goes on. All these are affected and should have been arranged if you had only informed me ahead of time.

May this letter lets you realize how one information could change and affect a lot of things. May this improves your services rather than justifying your failure as it could not be construed as valid, given that such failure caused me big time.

I had 31 pcs total of sacks and boxes of assorted fruits sent from Davao to Clark on Tuesday Oct 8, 2019. Unfortunately only the boxes made it, 5 sacks were left at the Davao Airport accordingly by PAL cargo crew based on the feedback I got from the sender. It could have been okay if I live near Clark, unfortunately I am from La Trinidad, Benguet who travelled 5 hrs one way just to get the fruits. I cannot wait for it to be sent the next day because by then it will be useless, the fruits were to be used the morning of Oct 10, 2019 there was no way it would reach us on time. It shouldn't have been a big deal only if I am not totally dependent on a minimum weight to make money and make the travel worthwhile. On this trip, I did not make money just because of the negligence of your crew, my time and efforts were wasted. I hope you look into this and make the necessary reasonable action to compensate for your negligence. I lost Php 8, 500 on this trip- total cost of transportation (the sacks are the one paying for the trip), this does not include the flack I got from my customers for not being able to deliver.

Here are the details:

S- EPR Davao
C- Michael Dan G. Lee
Awb# [protected]
31/678kls assurted fruits
Prepaid
Flight # PR-
Etd dvo 1:25 pm
Eta Clark 3:20 pm
Via Pal
Direct Consignee