Flight from Doha to Manila 9 hour duration. The seats were so narrow they bruised my hips the leg length was so small I couldn’t actually drop my tray table. I’m a reasonably tall guy 184cm who f... See more
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Tarification hallucinante pour un 2eme bagage à 650,00€ alors même que les autres compagnies ont un tarif tout à fait normal en la matiere . La différence entre une "bonne" compagnie et... See more
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Absolutely and without question the worst airline you could ever fly with. Melbourne has only one flight a week to Manila and it’s with this shoddy airline. Talk about a business opportunity for compe... See more
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AVOID THIS AIRLINE! We flew from Manila to Bangkok and when we got to Bangkok our bags weren't there. We filed a report at the airport but had onward travel to Ko Tao the following morning. Had to do... See more
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Company details
Written by the company
The Flag carrier of the Philippines. The Heart of the Filipino. Asia’s First and Longest-Serving Airline.
Contact info
Pasay, Philippines
- philippineairlines.com
1.5
Bad
486 reviews
Replied to 100% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Worst airline on planet earth by far
Worst airline on planet earth by far. Biggest liars, worst service.
6 July 2023
Unprompted review
Thieves
Thieves! Worst airline you can ever deal with! If you see there page skip and run.
30 June 2023
Unprompted review
We missed christmas with our family because PAL kept cancelling our flights and we were stuck in Manilla for 4 days.
We flew out of Sydney on the 21st of December via Manilla to Vancouver. They overbooked our flight and bumped our connecting flight that night to the following day. They lied to us and told us that we didn't have enough time to connect, but the other 10 passengers on our flight did? The flight the following day was cancelled due to bad weather, we were rebooked the following day. Received an email when we were waiting to get picked up to go to the airport that our flight was again bumped, even though Vancouver airport was open and accepting flights. We called to ask what was happening and they kept hanging up on us. The worst customer service and communication ever. They put us up in some cheap hotel with terrible food that was inedible sent to us like we were in quarantine for breakfast, lunch and dinner. We didn't fly out until December 24th in the evening and missed our connecting flights in Vancouver and Christmas with our family. Our flights were $1,700 each one way, so they were not cheap. I will never ever fly Philippine airlines again. Don't recommend it.
21 December 2022
Unprompted review
Reply from Philippine Airlines
Hi, Mon. We sincerely apologize for the distressing experience you encountered during your travel with us. We regret the inconvenience caused by the flight disruptions and the challenges you faced with our service and communication.
Flight disruptions due to weather conditions are situations we strive to manage effectively, but it's clear we fell short in meeting your expectations. Your feedback regarding the accommodations and meals provided is duly noted, and we understand how this further compounded your frustration.
Please know that we take your feedback seriously and will review this incident internally to improve our service delivery and communication protocols. We understand the importance of timely and accurate information during travel disruptions, and we apologize for any mishandling of your inquiries.
If there are any outstanding issues or if you require further assistance, please do not hesitate to reach out to us through any of our channels or via our PAL Help Page https://pal.my.site.com/s/. We are committed to resolving any pending concerns you may have.
Once again, we apologize for the inconvenience caused and the negative impact on your travel plans. We value your feedback and hope to regain your trust in the future.
Philippine Airlines - Nothing but Scammers!
My recent experience with the airline has been highly disappointing. They repeatedly rescheduled my flight and eventually cancelled it altogether without providing any forewarning. What exacerbated the situation was their refusal to refund the money.
Throughout this entire ordeal, their communication was severely lacking, and there was a notable lack of transparency regarding their policies and procedures. It felt as if my concerns were being sidelined and not addressed with the gravity they warranted.
In conclusion, my encounter with the airline was less than satisfactory. As a patron, my expectations of being treated with fairness and respect were unmet. This incident has led me to believe that recommending this airline for future travel would be ill-advised.
24 February 2023
Unprompted review
Reply from Philippine Airlines
Hi, Vasant. Our sincerest apologies for the disappointment you experienced with Philippine Airlines. We understand how frustrating it must have been to have your flight rescheduled multiple times, only to be cancelled entirely with little warning. On top of that, not receiving a refund and facing communication issues must have been incredibly stressful.
We take all passenger concerns seriously, and it's disheartening to hear you felt your situation wasn't addressed with the importance it deserved. Transparency in our policies and procedures is a priority, and a lack of communication certainly falls short of the standards we uphold.
To help us look into this further and ensure you receive a fair and respectful resolution, we recommend reaching out to us through our PAL Help Page: https://pal.my.site.com/s/. There, you can easily submit your concerns and reference your booking details for a more efficient investigation.
We value your patronage and hope to regain your trust in Philippine Airlines.
Delays again and again and again
As usual. Delays delays delays. Like everything else in the Philippines, the national airline is broken, never on time and can’t ever give you a straight answer.
If I could give negative marks, I sincerely would
21 June 2023
Unprompted review
Reply from Philippine Airlines
Hi, James. Our deepest apologies for the constant delays you experienced with us last 2023. We completely understand your frustration and disappointment. We should be delivering a much smoother travel experience, and we failed to do that.
We're taking a critical look at our operations to improve on-time performance and communication. There's no excuse for the disruptions you faced, and your feedback is incredibly valuable to us.
While we can't offer assistance for those specific flights anymore, we sincerely hope you'll consider flying with us again in the future. We're committed to earning back your trust and delivering a better experience for all our passengers.
I've been flying for over 30 years and…
I've been flying for over 30 years and Philippine Airlines is by far the WORST airline I have ever had the misfortune of flying with. You've been warned! Do NOT fly with PAL
16 June 2023
Unprompted review
Reply from Philippine Airlines
Hi, John. We are truly sorry to hear about your experience with us. It's disappointing to hear that we fell short of your expectations after your long history of flying. Your feedback is incredibly valuable to us, and we assure you that we take it seriously. We strive to provide a positive experience for all our passengers, and we apologize sincerely that we did not meet that goal for you.
If there's anything specific you'd like us to address or if there's anything more you'd like to share, please feel free to let us know thru our PAL Help Page: https://pal.my.site.com/s/. We're here to listen and to learn from your experience.
Terrible experience
Terrible experience. The flight was rescheduled 4 times before it's cancelled last minute. Not only once, the return flight was also rescheduled 3 times and delayed for 7 hours. Think twice when you book with this airline. Zero professionalism in handling flight disruptions, they don't care at all. They don't even bother to send disruptions certificate after being asked for 5 times!
17 May 2023
Unprompted review
Reply from Philippine Airlines
Hi, Ayu. We sincerely apologize for the experience you had with the multiple reschedulings and last-minute cancellation of your flights. It is deeply regrettable that our handling of these disruptions did not meet your expectations.
Your frustration is completely understandable, especially given the delays and the lack of timely communication regarding the disruptions. The absence of a disruption certificate, despite repeated requests, is inexcusable and falls short of the service you deserve.
If you still need help with this issue, you can request a Flight Disruption Certificate through our PAL Help Page https://pal.my.site.com/s/. This will help us expedite the process and ensure that you receive the necessary documentation promptly.
Once again, we sincerely apologize for the distress and inconvenience caused. Your feedback is crucial in helping us improve our services and prevent such situations in the future.
Never trust this Airline, save your time
Random last minute cancellation, not ONCE BUT MULTIPLE TIMES! STATED on their policy they will help re-schedule a different flight in case this happened, contacted their "support" but mentioned all they could do is refund. Tried asking for compensation like room or food accomodation instead, but they said they couldn't offer as well in a 12+ hrs delay of flight.
Trip ruined, business ruined, If you wanted to save your trip, do yourself a favor and make sure you avoid this airline!!!
Never again I will book in this horrible airline.
15 June 2023
Unprompted review
Reply from Philippine Airlines
Hi, Henry. We are deeply sorry to hear about the inconvenience and frustration you experienced with the cancellations and delays of your flights. It is truly disheartening to learn that our policies did not provide the support and assistance you needed during such a stressful time.
Your concerns about the lack of rescheduling options, the inadequate support from our customer service, and the inability to offer compensation for accommodations during long delays are taken very seriously. It is our priority to ensure our passengers have a smooth and comfortable travel experience, and it is clear that we have fallen short in your case.
May we know if you were able to request a refund? If not, you may reach out to our Help Page at this link: https://pal.my.site.com/s/. We will be more than happy to look into your concern further and assist you in any way we can.
Once again, we sincerely apologize for the distress this situation has caused you. Your feedback is invaluable to us as we strive to improve our services and prevent such issues from occurring in the future.
Delayed flight, no compensation given
Delayed flight, missed connecting flight with them. Compensation is due as per law, however they just keep beating around the bush. Customer care just BS with empty emails. Also broken equipment in plane, disaster waiting to happen. Avoid this trash airline.
Update:
Managed to get refunded for all costs by filing a complaint with cab.gov.ph however it took a lot of patience and emails going to and fro with supporting evidence. PS I cannot upgrade starts becaus they lied and lied and were cuaght lieing (which is why CAB ordered them to pay).
29 April 2023
Unprompted review
Reply from Philippine Airlines
Hi, Jacques. We sincerely apologize for the inconvenience and frustration you experienced with your recent flight and the issues with our customer care. Your feedback is important to us, and we regret the delays and lack of clear communication regarding your compensation.
Ensuring the safety and comfort of our passengers is our top priority, and we regret that we failed to provide that during your journey.
We understand your disappointment and appreciate your patience in resolving the matter through the Civil Aeronautics Board. Please know that your experience has been noted, and we are committed to improving our services to prevent such situations in the future.
Thank you for bringing these issues to our attention. We are doing our best to help all our passengers and hope you will consider giving us another chance to serve you better in the future.
Lost a set of expensive headphones on a…
Lost a set of expensive headphones on a flight, I realised I had left the headphones as soon as I entered the baggage claim area, but could not return to the plane because we departed by bus. It was impossible to find anyone at the airport for the airline or on the phone to locate the headphones.
After leaving the airport, I spoke to multiple Philippine Airline staff, was given different numbers and went around in circles to no avail. It is like no one ever loses anything on their planes, or they just don't care when you do!
11 June 2023
Unprompted review
Reply from Philippine Airlines
Hi, James. We are deeply sorry to hear about the loss of your headphones and the frustration you experienced in trying to retrieve them. Your experience is not what we strive for, and we understand how distressing it must have been for you.
We sincerely apologize for the inconvenience and confusion caused. We do have a baggage counter at the airport upon arrival with representatives who are available to help coordinate with our Lost and Found Team. We aim to assist passengers as efficiently as possible, and we regret that this was not reflected in your experience.
Thank you for bringing this to our attention, and we apologize again for the inconvenience caused.
Worst airline in the market
Worst airline in the market. Every flight I book with them is either canceled, delayed or rescheduled. Even airasia feels like premium compared to them.
11 June 2023
Unprompted review
Reply from Philippine Airlines
Hi, Terence. We are truly sorry to hear about your recent experiences with Philippine Airlines. Your frustration with the cancellations, delays, and rescheduling is completely understandable.
Please know that your feedback is taken very seriously. Our intention is always to provide a reliable and comfortable journey, and it is clear that we have fallen short in this regard. Efforts are continually being made to improve the reliability and quality of our services, and your insights are invaluable in guiding these improvements.
If there are any specific incidents you would like to discuss further or if there is anything we can do to make things right, please do not hesitate to reach out. Your satisfaction is important, and we would like the opportunity to restore your confidence in Philippine Airlines.
Thank you for your patience and for sharing your thoughts with us.
I took Business class from Doha to…
I took Business class from Doha to Manila on an A330-300. The business class had a bad smell of mold. The business seats were broken with no working power points. The myPal app only works with older android so no entertainment. All the crew could do is say sorry and apologize. The crew complained about bad working conditions and poor state of equipment. Never Aain
25 May 2023
Unprompted review
Reply from Philippine Airlines
Hi, Bob. We are sorry to hear about your recent experience on board our Business class from Doha to Manila on our A330-300 aircraft. It's truly disappointing to learn about the issues you encountered, such as the unpleasant smell in the cabin, broken seats without working power points, and the myPal Player app's compatibility issues, which resulted in a lack of entertainment options.
We take your feedback seriously and will use it to review and improve our services. Your experience does not reflect the high standards we aim to maintain at Philippine Airlines, and for this, we sincerely apologize. Your comfort and satisfaction are important to us, and we are committed to ensuring that future journeys with us are more pleasant and seamless.
If there's anything else you would like to share or if there's anything we can do to regain your trust and confidence in us, please do not hesitate to reach out. We value your patronage and hope to have the opportunity to welcome you back on board in the future, providing you with the exceptional experience you deserve.
5 different flight changes in one day…
5 different flight changes in one day including, a next day departure change . I had to extend another day in hotel + pay for meals and had an important meeting on the original arrival date.Horrible. This wasn't the first time. It happens alot. They don't even offer you any inconvenience benefits or recommendedations , just an automated "sorry for the delay, blah blah" email. The ticket prices are expensive and the additional fees on bags and plane seats,, and accessories are overpriced. They sent a last second email to travelers stating 1 check in bag will be on the plane and 2nd luggage will be on a later flight. Even though both luggages were on the same flight. Very unorganized staff in the NY Airport, with little knowledge of customer service. The only plus side was the pilot flew a smooth flight to Manila from NY. Plane staff are OK. And food was better than usual.
30 May 2023
Unprompted review
Reply from Philippine Airlines
Hi, Kung Poo Lou. Thank you for taking the time to share your experience with us. We sincerely apologize for the inconvenience and frustration you faced due to the multiple flight changes, next-day departure, and the additional expenses you incurred for extending your stay and meals.
We understand how disruptive and stressful these changes can be, especially when you have important commitments on your original arrival date. We regret that our communication and handling of the situation did not meet your expectations and that you received only automated responses without any meaningful support.
Your feedback regarding our ticket prices, additional fees, and the confusion about your luggage is also noted. We are committed to providing transparent pricing and ensuring our staff is well-trained to handle customer inquiries effectively. We will review these concerns to improve our services and communication. If you have any additional concerns, you may address this through our PAL Help Page: https://pal.my.site.com/s/.
It is heartening to hear that you had a smooth flight from New York to Manila and that you were satisfied with the in-flight service and meals. We appreciate your recognition of our efforts in these areas. Once again, we apologize for the inconvenience you experienced and appreciate your patience and understanding. We hope to have the opportunity to serve you better in the future and restore your confidence in Philippine Airlines.
Canceled our ticket after we paid and…
Canceled our ticket after we paid and asked to pay double to rebook
we paid for cebu to baguio with paypal link give by a customer rep within 30 minutes after receiving it. next day they refunded the money and canceled our flight, one day before flight, no explanation, no communication. We had to go to the airport to rebook because office in Cebu never picks up the phone.
They asked us to pay almost double for the flight to rebook.
Noone at PAL will be accountable, they'll just come up with excuses.
Absolutely terrible. Avoid at all cost if you can
cebu pacific is 10x better
27 May 2023
Unprompted review
Reply from Philippine Airlines
Hi, Dom. Thank you for sharing your experience with us. We sincerely apologize for the inconvenience and frustration you faced with your booking from Cebu to Baguio.
We understand how upsetting it must have been to have your ticket canceled after making a payment and then being asked to pay almost double to rebook. It is concerning to hear that there was no explanation or communication about the cancellation, and that you had to go to the airport to resolve the issue.
It is possible that there was an error with our payment portal, which led to the cancellation and refund of your payment. We apologize for any inconvenience this has caused. We strive to provide a seamless experience for our passengers and regret that we fell short in your case. Your feedback is invaluable to us as we work to improve our services and ensure better accountability and communication.
Once again, we apologize for the inconvenience and thank you for bringing this to our attention. We hope to have the opportunity to serve you better in the future.
Philippine Airlines, a Very bad experience
Very bad experience, they still have not refunded the tickets they agreed to refund approx. 3 years ago. And I had to go all the way to Philippine ombudsman to force them to refund, because they ignored all my requests.
Both their website and App, only show currency in $USD, kinda stupid since its a Philippine Airline and most people who browse it for tickets, are from the Philippines.
There is no way to change this.
Trustpilot admin: I can't set correct date of experience. because your site won't allow me to choose a date older than 1 year.
24 May 2022
Unprompted review
Reply from Philippine Airlines
Hi, Jan! Thank you for reaching out and sharing your experience with us. We sincerely apologize for the prolonged delay in processing your refund and the frustration this has caused you. This is not the level of service we aim to provide, and we deeply regret the inconvenience.
Regarding your pending refund, we encourage you to visit our PAL Help Page: . Our team there is dedicated to assisting with such issues and will work to resolve your refund request as promptly as possible. You can access the PAL Help Page here: https://pal.my.site.com/s/.
We also appreciate your feedback about our website and app displaying prices only in USD. We understand the importance of providing currency options that cater to our diverse customer base, especially those in the Philippines. Your input is valuable, and we will look into enhancing our platform to offer more flexibility in currency display.
Once again, we apologize for the inconvenience and appreciate your patience. We are committed to improving our services and ensuring a better experience for all our passengers.
Disappointed with Philippines Airline's Lack of Transparency and Inconsistent Fees
I recently had a frustrating experience with Philippines Airline, which has left me feeling disappointed and dissatisfied with their services. The lack of honesty and transparency regarding their fees, coupled with inconsistent information provided by their agents, has made this whole process incredibly frustrating.
When I initially contacted an agent named Sel regarding changing the name on my plane ticket, I was informed that there would be a fee of Php. 1,000.00 for this service. However, my frustration grew when I reached out to support again and spoke with an agent named Odilia, who stated that the fee for changing the name on my ticket would be Php. 2,000.00. This inconsistency in information from their own staff is simply unacceptable and only added to my frustration.
To further aggravate the situation, when I attempted to check my booking via the "Manage Your Booking" feature, I discovered that the Terms and Conditions section had been removed. This is a clear violation of transparency and customer trust. How can I be expected to proceed with my booking without knowing the terms and conditions? It is a fundamental aspect of any transaction, and its absence raises serious concerns.
I reported this issue to the agent, hoping for a prompt resolution and clarification of the fees and terms. Unfortunately, the agent simply suggested that I click the box and proceed with finding my booking without even bothering to read the Terms and Conditions. This careless attitude displayed by the agent only further highlighted the lack of concern for customer satisfaction.
Instead of addressing my concerns and providing a satisfactory solution, the agent insisted that I pay the higher fee of Php. 2,000.00, disregarding the information initially provided by the first support agent. This inconsistency in fees is completely unfair and adds insult to injury.
As a customer, I expect transparency, consistency, and honesty from any airline I choose to fly with. Unfortunately, Philippines Airline failed to deliver on these basic expectations. Their lack of clarity regarding fees, removal of the Terms and Conditions, and the unhelpful and dismissive attitude of their support agents have left me extremely disappointed.
I sincerely hope that Philippines Airline takes customer feedback seriously and takes immediate steps to rectify these issues. As a loyal customer, I believe in giving feedback to help improve the services, and I hope that my concerns are acknowledged and addressed promptly.
Overall, I cannot recommend Philippines Airline based on my experience, and I would caution other potential customers to be wary of the lack of transparency and inconsistency in fees that I encountered.
18 May 2023
Unprompted review
Reply from Philippine Airlines
Hi, T'saomander. Thank you for sharing your experience with us. We sincerely apologize for the frustration and inconvenience you encountered regarding the name correction on your ticket and the inconsistent information provided by our agents.
We understand your concern about the discrepancies in the fees quoted by our agents, Sel and Odilia. We deeply regret the confusion this has caused. Please be assured that we take such feedback seriously and are committed to ensuring consistency and transparency in our communications.
Regarding name corrections, it is important to note that this process is governed by the Fare Rules and Restrictions of your ticket. These rules determine the applicable fees and conditions for any changes. We apologize if this information was not clearly communicated to you initially.
We also understand your concern about the removal of the Terms and Conditions section from the "Manage Your Booking" feature. Transparency is fundamental, and we apologize for any inconvenience this has caused. We are currently looking into this issue to ensure that all necessary information is readily accessible to our customers.
We value your feedback and are committed to improving our services to meet our customers' expectations. Your experience highlights areas where we need to improve, and we appreciate your patience and understanding as we work to address these issues.
Thank you for bringing this to our attention. We hope to restore your confidence in Philippine Airlines and provide you with a better experience in the future.
Baggage Nightmare
There should be 0 stars This airline is not fit to be a bus company.
I have been missing my bags for 15 days and racked up expensive phone bills calling all of these bogus numbers they give.
I got one email saying my bags might be on a plane on the 15th of May. I called and emailed all contacts that I've been given and each person I speak to gives you a number you've called 10 times.
I cannot stress how poorly this airline is operated,unbelievable.
You only have 30 dats to file a baggage loss claim sim and they have wasted 15 stalling so I will not get compensation.
I told them I am due to go on deployment after 22nd May and
There are uniforms and other items m s I need that Noone cares about.
This will be my last complaint here just letting everyone know pay double. Cheap is not always good.
AVOID PAL!!!!!
2 May 2023
Unprompted review
Book a flight from them for travelling…
Book a flight from them for travelling in mid May from HKG to LAO via Manila in Feb. Suddenly received an email on early May for cancelling flight from HKG to MNL and moved to a later flight but can't connect the original flight from MNL to LAO. Asked for changing to an earlier flight inorder to catch the MNL to LAO but been waiting for 5 days and still mot confirming. Calling them and they blame to travel agent. Travel agent just keep asking me to wait but need the flight confirmation for passport application. No reply from airline no compensation from airline at all.
2 May 2023
Unprompted review
Reply from Philippine Airlines
Hi, Michael. We understand the impact this has had on your travel plans, especially with the need to secure flight confirmation for your passport application. It is concerning to hear that your flight from Hong Kong to Manila was rescheduled, causing a missed connection to Laoag, and that you have been waiting for days without a confirmation for an earlier flight.
We deeply regret that our communication has not met your expectations and that you have experienced difficulties with both our customer service and your travel agent. This is not the level of service we strive to provide, and we apologize for the stress it has caused.
To address your concerns further, please lodge this through our PAL Help Page, wherein we have dedicated offices which can cater your concern accordingly.
Thank you for bringing this to our attention. We value your feedback and are committed to improving our services. We hope to have the opportunity to restore your confidence in Philippine Airlines.
Flight got moved from May 6 to May 26 WITHOUT COMPENSATION
Flight got moved from May 6 to MAY 26 WITHOUT COMPENSATION!!!!! COULDN'T EVEN UPGRADE MY 23KG BAGGAGE EVEN IF I'M WILLING TO PAY! They said I would need to have a 3rd luggage to get more baggage. 23kg couldn't even fill up a huge ass luggage for a long haul flight. Don't fly here. They're not even a 4-star airline!!!!
5 May 2023
Unprompted review
Reply from Philippine Airlines
Hi, Pearl. Thank you for sharing your feedback with us. We sincerely apologize for the inconvenience you experienced with your flight rescheduling and baggage allowance.
We understand how frustrating it must have been to have your flight moved from May 6 to May 26 without compensation. Additionally, we regret the confusion regarding your baggage allowance.
To clarify, the standard baggage allowance for our international flights is 23kg per piece. This is specifically allocated to ensure all passengers' luggage is handled efficiently. If you wish to upgrade your baggage allowance, you have the option to purchase prepaid baggage up to 4 hours prior to your flight. Unfortunately, if additional baggage is needed beyond the standard allowance, a third luggage is required.
For more information on how to purchase prepaid baggage, please refer to this link: https://www.philippineairlines.com/mypal-travel-boost/mypal-baggage-plus/prepaid-baggage.
We are committed to improving our services and addressing our passengers' concerns. Your feedback is valuable to us, and we will use it to make necessary improvements. Should you have further concerns, you may refer to our PAL Help Page, wherein we have designated teams which can better address your concerns: https://pal.my.site.com/s/.
Once again, we apologize for the inconvenience and thank you for bringing this to our attention. We hope to have the opportunity to serve you better in the future.
Traveled to Manila and our flight had a…
Traveled to Manila and our flight had a delay, our destination was to Boracay from Manila. We run to transfer bus that was taking us to terminal 2. But the last bus had left one minute ago, not easy to fix everything with to old ladies on 82 years old. We tried to fix a taxi but only got a uber, real bad traffic in Manila. We arrived at terminal 2 and was in line at 6.21PM. We thought we would fix it since the plane should leave at 7.10PM. But we were denied travelling, asked if we could use the tickets we payed for in the morning but no. Go back and ask Emirates if they take any responsible for this we were asked. Back to terminal 3 and talk to Emirates, they didn’t take any responsible for this since I hadn’t told them we had a connecting flight. Its not easy to know everything. But one thing for shore, realy bad support and having to old ladies with me. Never this flight again i must say. costed us 3 new tickets in the morning for over 23 127 PHP. Overnight stay in Terminal 3 and wait for a new flight, not the best welcome to PH
12 April 2023
Unprompted review
Reply from Philippine Airlines
Hi, Kund. Thank you for sharing your experience with us. We sincerely apologize for the inconvenience and stress you encountered during your journey to Boracay from Manila.
We understand how challenging it must have been, especially traveling with two elderly passengers. The delay of your initial flight and the subsequent difficulties with the transfer bus and traffic were unfortunate and understandably frustrating. We regret that you missed your connecting flight and that our team was unable to accommodate you with the tickets you had paid for.
We apologize for the lack of support you experienced at the airport and the additional costs you incurred for new tickets and an overnight stay. This is not the welcome we strive to provide to our passengers visiting the Philippines.
Your feedback is valuable to us, and we will use it to improve our services and ensure better coordination and support for our passengers in similar situations. Further to this, you may course your concern through our PAL Help Page, wherein we have designated offices which can assist you further with your concern. For reference, here's the link to the page: https://pal.my.site.com/s/.
Thank you for bringing this to our attention. We hope to have the opportunity to serve you better in the future.
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