To start with ... what I like about PAL, the customer service over the phone were very patient, helpful and knowledgeable. They know how to troubleshoot concerns/issues. UPDATED REVIEW BASED FROM... Se mer
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Även om vi inte verifierar specifika påståenden eftersom omdömeslämnarnas åsikter är deras egna, kan vi märka omdömen med en ”verifierat”‑etikett ifall vi kan bekräfta att en företagsinteraktion har ägt rum. Läs mer
För att skydda plattformens integritet granskas både verifierade och overifierade omdömen av vår automatiserade programvara som är tillgänglig dygnet runt. Tekniken är utformad för att identifiera och ta bort innehåll som bryter mot våra riktlinjer, inklusive omdömen som inte är baserade på en äkta upplevelse. Vi är medvetna om att vi inte kan lägga märke till allt. Det går att flagga sådant som du tror att vi kan ha missat. Läs mer
Det här tycker kunderna
If i could give this airline a zero i would but there is no rating for that. Lets start with the switching of planes, when you pay for extra legroom and they switch to smaller planes and you dont get... Se mer
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Baggage not transferred to connecting flight. Booked a 2 leg flight with Phillipine Airlines from Japan to Manila, then a transfer from Manila to Melbourne. My checked baggage was n... Se mer
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I'm trying to help make others aware of the lack of customer care with PAL. We've been waiting 4-months with no resolution on a refund. Vague updates and no reassurance of fixing it. This is a direc... Se mer
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Företagsinformation
Skrivet av företaget
The Flag carrier of the Philippines. The Heart of the Filipino. Asia’s First and Longest-Serving Airline.
Kontaktuppgifter
Pasay, Filippinerna
- philippineairlines.com
1,5
Mycket dålig
507 omdömen
Ingen aktuell inbjudningshistorik
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Avoid if you value customer service and…
Avoid if you value customer service and getting your money back.
My husband and I flew with Philippine Airlines to the Philippines for our honeymoon. Before travelling, I paid online for checked baggage for our two large backpacks because it was significantly cheaper than paying at the airport.
Despite having paid in advance, we were told at check-in that no baggage had been booked and were forced to pay the baggage fees again. We had no choice if we wanted to board our flight.
After returning home, I contacted customer services. They investigated the matter and admitted that the error was entirely on their side. They approved a full refund and assured me it would be processed within 45 days.
That refund never arrived.
Since then, I have sent multiple follow-up emails over several months, and they have simply ignored me. It’s unacceptable to admit responsibility, promise a refund, and then completely stop responding. Customers should not have to spend months chasing money that the airline has already acknowledged they owe.
The most disappointing part isn’t the original mistake errors happen. It’s the complete lack of accountability afterwards. Once they had admitted fault, I expected them to honour their commitment. Instead, I’ve been left out of pocket and ignored.
Based on my experience, I cannot recommend Philippine Airlines. If something goes wrong, don’t expect timely communication or for promised refunds to be paid without an exhausting chase.
9 mars 2026
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Svar från Philippine Airlines
Hi, M C. Thank you for taking the time to share your experience. We understand your concerns regarding your prepaid baggage and the delay in the processing of your refund.
We recognize your concerns regarding the delays in communication and the handling of your refund request. Feedback such as yours is important to us, as it helps highlight areas where we need to improve the experience we provide to our passengers.
We would appreciate the opportunity to review your experience further. Kindly reach out to us through our official Instagram or X account, @flyPAL, or email us at wecare@philippineairlines.com so we can look into your case and provide further assistance.
If i could give this airline a zero i…
If i could give this airline a zero i would but there is no rating for that. Lets start with the switching of planes, when you pay for extra legroom and they switch to smaller planes and you dont get what you pay for, but get no refund... Then there is the constant rebooking, or rescheduling with no compensation. On top of the gaslighting that the crew puts you through after youve explained your situation and make you feel like its your fault. This by far is the worst airline i have ever been on in regards to service and customer satisfaction. I wonder why after all the bad reviews and lousy service they remain in business, not to mention they are more expensive than that of their competing airlines in the region. Shame that they call themselves the flagship of the country
10 juli 2026
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Svar från Philippine Airlines
Hi, Earlbhert. Thank you for taking the time to share your feedback with us. We understand your concerns regarding the schedule changes, seat assignments, and the overall experience you had during your journey.
We take comments like yours seriously, as they help us identify opportunities to improve the service we provide to our passengers. Our team will be reaching out to you via email to further review your concerns and provide the appropriate assistance.
Thank you for your patience and understanding.
To start with ..
To start with ... what I like about PAL, the customer service over the phone were very patient, helpful and knowledgeable. They know how to troubleshoot concerns/issues.
UPDATED REVIEW BASED FROM AFTER-FLIGHT EXPERIENCES:
Earlier, I posted a review based on my experience prior to my departure flights. I would like to retract my complaint and review I made and apologize to the staff behind the counter at Cebu Airport. I should have not let my frustration overpowered my sensibility. PAL, thank you for making our flights safe and comfortable in spite of my Rt knee problem by providing seats with legroom. Thank you.
10 juli 2026
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Svar från Philippine Airlines
Hi, Julah. Thank you for taking the time to update your review and share your recent experience with us.
We’re glad to know that our Reservations team was able to assist you with patience and professionalism, and we appreciate you recognizing their efforts.
We also appreciate your thoughtful acknowledgment of our team at Cebu Airport. It means a lot to us that you took the time to revisit your experience. Thank you for allowing us to be part of a safe and comfortable journey, and we're glad that the additional legroom helped make your trip more comfortable.
We've also sent you an email regarding your feedback and the remaining concern you raised. Thank you for your trust and for choosing Philippine Airlines. We look forward to welcoming you on board again.
The flight from Doha to Manila on July…
The flight from Doha to Manila on July 2. Really terrible. Very narrow seats, absolutely no space for my legs. No entertainment screen and hardly serving drinks during the flight. In my opinion this airplane is not suited for a flight of more than 9 hours. Never again.
2 juli 2026
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Svar från Philippine Airlines
Hi, B. Thank you for taking the time to share your feedback about your flight from Doha to Manila.
We regret to learn that the experience did not meet your expectations. Your comments regarding the seat comfort, legroom, onboard entertainment, and inflight service have been noted and will be shared with the appropriate teams for review. We recognize that these elements play an important role in the overall travel experience, especially on a long haul flight.
We appreciate you bringing these observations to our attention. Feedback such as yours helps us identify areas where we need to improve.
If there are any additional details you would like to share or if there are other concerns you would like us to look into, we invite you to reach out through our official Instagram or X accounts at @flypal, or email us at wecare@philippineairlines.com. Our team will be glad to assist you.
Caution: Baggage-luggage limited.
I booked a flight from Manila to Cebu after flying to Manila via Cebu Pacific a month earlier. I had 4 check bags that needed to return with me. All weighing about 32k. After several contacts and 2 phone calls, I was informed I could only bring a maximum total weight amount of 50k and could not purchase or prepay for any addition luggage or weight. Therefore I would have to leave 3 of my pieces of luggage in Manila. I'd purchased the ticket and spent an additional 2000 php on baggage weight increase along with exit row seat 900 php. I asked for a refund and was advised the seat upgrade and prepaid baggage fee would not be refunded. I received 2300 php back out of the 7500 php paid. Cebu Pacific allows you to purchase 3 bags when booking and additional at the airport-no limit.
3 juli 2026
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Svar från Philippine Airlines
Hi, Randell. Thank you for taking the time to share your experience with us. We understand how frustrating and inconvenient it must have been to learn that not all of your checked baggage could be accommodated, especially after making arrangements for your trip.
Please allow us to clarify that only one prepaid baggage allowance may be purchased per passenger, per sector, with a maximum total allowance of 50 kg. Additionally, each individual checked bag must not exceed 32 kg in weight. We understand that this was not the experience you expected, and we appreciate you taking the time to share your feedback.
We understand that you received a partial refund, and we would appreciate the opportunity to review your concern further. Kindly send us a message through our official Instagram or X account, @flypal, so we can look into your case and assist you accordingly.
Thank you for bringing this matter to our attention. We hope to have the opportunity to welcome you on board again and provide you with a smoother and more seamless travel experience.
Baggage not transferred to connecting…
Baggage not transferred to connecting flight.
Booked a 2 leg flight with Phillipine Airlines from Japan to Manila, then a transfer from Manila to Melbourne.
My checked baggage was not transferred to the Australian leg.
The result being having to deal with a third party baggage service called Dnata.
My issue with Phillipine Airlines was during the online booking of flights there was no mention of checked baggage timelines or suggestions.
At Manilla airport the airline was not organised enough to give me any documentation or support.
My suggestion is to pay the extra for a direct flight if you can.
Phillipine Airlines just fobbed me off to the third party service.
Horrendous
28 juni 2026
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Svar från Philippine Airlines
Hi, Jib. Thank you for sharing your feedback. We are sorry to learn about your experience and the inconvenience you faced when your checked baggage did not arrive with you on your connecting flight to Melbourne.
We understand how frustrating it is to arrive at your destination without your belongings, especially after a long international journey. We also regret that the support and information you received at Manila Airport did not give you the assistance and reassurance you needed during the situation.
Your comments about the lack of information regarding baggage transfers during the booking process and your experience at the airport are valuable. We will share them with the appropriate teams as we continue reviewing opportunities to improve our communication and service.
We would appreciate the opportunity to review your experience further. Kindly reach out to us through our official Instagram or X account, @flypal, or email us at wecare@philippineairlines.com so we can look into your case and provide further assistance.
Thank you for bringing this matter to our attention. We hope to have the opportunity to restore your confidence in Philippine Airlines.
Please don’t book any flight for this…
Please don’t book any flight for this one. They have online check in and when you already got everything in digital boarding and other document they still wanted to get a hard xopy of the documents. System sucks . Still need to fall in line eon baggage just to get boarding pass. Even if you have Nothing to be dropped.
30 juni 2026
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Svar från Philippine Airlines
Hi, Anthony. Thank you for taking the time to share your experience with us. We understand how frustrating it can be to queue at the airport despite having completed online check-in and having your travel documents available digitally.
Please know that our airport team is required to verify travel documents and complete certain checks before passengers can proceed to boarding. These procedures are in place to help ensure a smooth travel experience and compliance with travel requirements.
We appreciate you sharing your feedback, as it helps us better understand our passengers' experiences and identify opportunities to enhance our services. Thank you for flying with Philippine Airlines, and we hope to have the opportunity to provide you with a more seamless experience on your future travels.
We had bad experience in Philippine…
We had bad experience in Philippine Airlines recently, our flight schedule at June 21 2026, 7:20 am PR 410 Seoul to Manila, We arrived in Inchon Airport at around 4am morning . Then we found out at 5:30;am the flight was cancelled by searching in the website,we ask the information counter to confirm and they try to call Philippine Airlines but NO Response. They send ask to the office Philippine Airlines but is closed, They put a contract number in front the door and we try call but is useless because no one answered
The worst was NO notification at all we received by email or message
By searching our shelf we found out they rebooked out flight at 8:30 pm.
We stayed more than 12 hours in the airport and our plan was not been accomplished .
NO HELP from Philippine Airlines at all !!
21 juni 2026
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Svar från Philippine Airlines
Hi, Helen. Thank you for taking the time to share your experience. We understand how frustrating and disappointing it must have been to arrive at the airport as scheduled, only to learn that your flight had been cancelled without receiving any notification. We also recognize the inconvenience of having to remain at the airport for more than 12 hours and the disruption this caused to your travel plans.
This is certainly not the experience we want for our passengers, and we appreciate you bringing these concerns to our attention.
We would like the opportunity to review what happened, including the flight cancellation, the communication sent regarding your booking, and the assistance provided at the airport. We are here to help and will do our best to address your concerns.
Kindly send us a direct message through our official Instagram or X account, @flypal, or email us at wecare@philippineairlines.com with your booking details. Once we receive your details, we will personally look into your case and provide the appropriate assistance.
We appreciate the opportunity to assist you and look forward to hearing from you.
Reimbursement - waiting for months
On my multi-airline flights from JED via KUL and MNL to ROR, the last flight being operated by PAL, both of my checked-in bags did not make it! Staff in ROR had no clue where they were. We obviously filed a report right away. However, I had nothing to wear after 3 flights (30+ hours) and had to buy practically all the clothing the next day, to be able to have some pants, shirts, socks, and even underwear, for a 2-weeks sea-based expedition, which started the day after my arrival in ROR. Finally, 7 days later, the bags were delivered to the ship (by helicopter sent by our vessel), but one suitcase was damaged (outer coating ripped). This massively delayed delivery caused a major problem and a lot of inconvenience for our entire team as some of the important equipment that I needed was in those two bags, in addition to the extra expenses for clothing etc. I sent all the receipts for clothing and a few other necessary purchases to PAL. It has been more than 2 months now that I am waiting for PAL's reimbursement! They rarely reply, and if they do it's not about paying me back, last time it was something about why my bags got stuck in KUL, I have no idea, it is not the passenger's responsibility, they were tagged from JED through ROR and PAL is responsible for missing or delayed bags, as per airlines convention. I did not want to leave this review but I think PAL's strategy is to just do nothing until the passenger forgets about it or gives up. I will happily take it down, once I receive what PAL owes me, and I did not ask for that much actually ... UPDATE: PAL is even worse and more disrespectful to passengers than I thought it would be! My claim was 600 USD for (1) new clothes for 2 weeks on a ship bought in one of the most expensive places in the Pacific (480 USD), (2) additional smaller expenses for equipment, and (3) damaged suitcase, totalling 600 USD ... PAL initially asked me to supply all the receipts, together with the claim, which was apparently accepted and forwarded to the appropriated department. Now, they replied and told me that the reimbursement is going to be .. hold on .. 65 USD ! It's their flat rate for baggage delayed for 48 h, although my of both bags were delayed, so it should have been at least 130 USD, which is also far from acceptable. I am wondering why asking for receipts and then ignore them and decide to "compensate" symbolically a flat rate which is fraction of my expenses? I will give PAL another chance before going to airline court and leaving more negative reviews.
26 april 2026
Omdöme utan inbjudan
Svar från Philippine Airlines
Hi, Arthur. Thank you for bringing this to our attention. We understand how frustrating and distressing this experience must have been, especially with the delay in receiving your luggage and the lack of updates regarding your reimbursement.
We'd like the opportunity to look into this for you. Kindly send us a direct message through our official Instagram or X account, @flypal, and our team will be glad to review your case and assist you further.
We appreciate your patience and the opportunity to address your concern.
Philippine airlines cancelled our flight but is not refunding
Our flight was booked well in advance of the flight date 02/04/26 Del Carmen to Manila and the Philippine airline cancelled our flight at the end of January 2026. They first refused to refund us! Then they keep telling us that the refund should reach our bank account soon. We are waiting and still not been refunded for a flight THEY CANCELLED. sorry for shouting but can you not see that this is so wrong, in most countries this is the same as stealing or thieving. Please avoid using this airline and as the Philippines is made up off many small islands I would recommend you either travel by boat or go to Thailand instead. We never have these issues in Thailand.
2 februari 2026
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Svar från Philippine Airlines
Hi, Tine. Thank you for sharing your feedback. We understand how frustrating it is to experience a flight cancellation and then wait longer than expected for a refund. We recognize the inconvenience and concern this situation has caused.
For flights cancelled by Philippine Airlines, passengers are entitled to a refund. Once a refund request has been submitted and processed, the entire process, from submission to final crediting, may take up to seven business days. However, depending on the issuing bank's billing cycle and cut off dates, it may take up to two to three billing cycles before the refunded amount appears in the account. Refunds can only be credited back to the original card used during the purchase.
We would like the opportunity to review your case and verify the status of your refund. Kindly reach out to us through any of our available channels at flypal.com/contactus and provide your booking details. Our team will be glad to assist and provide a more specific update regarding your request.
We appreciate your patience and the opportunity to address your concerns.
The worst booking app/online
The worst booking app/online. Since i have account already and my infos are saved, i thought its easy to just click my name and it will auto fill for me.. so I booked a flight for two. Payment accepted/charged my card and after the transcation, my ticket number wasnt provided right away. I called and they said, i only provided one persons passport number and i ddnt put mine. So im like, why would the payment go through and my ticket has hold? Shouldve flag me first if im missing infos before it process the payments??? Thats a big BS. This is gonna be my last time booking to this airlines. This is my 2nd horrible experience which i thought it will be easy this time, well im wrong..
19 juni 2026
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Svar från Philippine Airlines
Hi, Elizabeth. Thank you for taking the time to share your experience. We understand how frustrating and concerning it must have been to have your payment successfully processed but not immediately receive your ticket, especially after having encountered issues with your previous booking experience.
We would appreciate the opportunity to review your booking and your interaction with our team further so we can better understand what transpired and properly address your concerns. Kindly send us a message through our official Instagram or X accounts, @flyPAL, or email us at wecare@philippineairlines.com with your booking details and a reference to this review.
Thank you again for taking the time to share your experience. Your feedback is valuable and helps us identify areas where we can improve.
Not acceding to allergy meal requests
Was calling to set up an allergy meal request for my kid at the prescribed 48 hours before departure. Nobody answered in the first 24 hours after I called 3 times and was put on hold for 10 plus minutes each. Called in the morning again and had the same experience. Finally got in touch with someone and was told I was past the 48 hour threshold to request said allergy meal. Agent also cast doubt on my story that I called previously saying they were always open. Perhaps the agent just wanted they’re quota filled with my call.
19 juni 2026
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Svar från Philippine Airlines
Thank you for sharing your experience, Leo. We understand how frustrating it must have been to encounter difficulties reaching our Hotline, especially when you were trying to submit your special meal request within the required timeframe. We recognize how important timely assistance is in situations like these. We will be sharing your feedback with the appropriate team for their awareness and review.
For future assistance, you may also reach us via our official Instagram or X accounts, @flyPAL, and we'll be glad to help with any concerns or requests.
Thank you for bringing this to our attention, and we hope to have the opportunity to serve you better on your future travels.
They won't refund you when promised, lost baggage.
Case 03656730. They did not load our luggage on our flight, they knew full well there was not enough space, they were letting about 50 people from a scam call center on the plane, each with 2 suitcases each, therefore ours was left behind. We were without anything for 3 days, and we had to arrange to collect the luggage from the airport ourselves. I was promised a refund 6 months ago, after about 60 emails and live chats I've had nothing. Constant lies and shocking service.
17 januari 2026
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Svar från Philippine Airlines
Hi, Jolene. Thank you for bringing this to our attention. We understand how frustrating and disappointing the delay in the processing of your baggage compensation has been.
Please be assured that we have already coordinated with our Baggage team and requested an update and review of your case. We recognize the importance of a timely resolution and are actively following up on the matter.
Should you wish to check on the status of your claim, you may also send us a message through our official Instagram or X account, @flyPAL, and we'll be glad to provide any available updates. We appreciate your patience and understanding as we work toward resolving this concern.
Still waiting on a refund since February 2026.
I'm trying to help make others aware of the lack of customer care with PAL. We've been waiting 4-months with no resolution on a refund. Vague updates and no reassurance of fixing it. This is a direct reflection of how little the leaders and employees care about their customers. Only airline I've known that can't fix issues in a timely manner. Avoid PAL.
Case number 03192097.
2 februari 2026
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Svar från Philippine Airlines
Thank you for bringing this to our attention, Kedesh. We understand how concerning it is to receive inconsistent information regarding your refund, and we recognize the frustration this has caused. Please be assured that we have followed up on your case with the appropriate team and requested a review of its status.
Should you need any assistance or wish to check on the progress of your refund, you may also send us a message through our official Instagram or X account, @flyPAL, and we will be glad to provide any available information. Thank you for your continued patience as we work toward resolving this matter.
Philippine Airlines to absolutnie…
Philippine Airlines to absolutnie najgorsza linia lotnicza, z jaką kiedykolwiek miałem do czynienia. Mój lot powrotny przez Dubaj, zaplanowany na 17 marca, został odwołany trzy razy, a kolejny termin przesunięto aż na maj — kompletny absurd.
Linia nie zapewniła żadnej pomocy, żadnego wsparcia, żadnych alternatyw. Zmuszono mnie do powrotu 27 marca na własny koszt, bo inaczej utknąłbym tam na miesiące.
Do dziś nie otrzymałem zwrotu pieniędzy, mimo że minęło już wystarczająco dużo czasu. Kontakt z obsługą to żart — brak odpowiedzi, brak informacji, brak odpowiedzialności.
Philippine Airlines pokazują totalny brak szacunku do pasażerów. Nigdy więcej nie skorzystam z tej linii i zdecydowanie odradzam ją każdemu.
27 mars 2026
Omdöme utan inbjudan
Svar från Philippine Airlines
Hi, Miro. Thank you for bringing this matter to our attention. We understand the frustration and inconvenience you have experienced, particularly due to the repeated cancellations of your Dubai flight and the delay in receiving your refund.
Please be advised that the cancellations were brought about by ongoing security developments and airspace restrictions affecting parts of the Middle East. While we recognize the impact this had on your travel plans, the safety and security of our passengers and crew remain our highest priority.
Regarding your refund, we would appreciate it if you could send us a direct message through our official Instagram or X account, @flyPAL, so we can review your case and check the current status of your refund request.
We appreciate you sharing your experience with us and hope to have the opportunity to better assist you moving forward.
Agent made 3 omissions
It takes at least 15 minutes before a representative will answer the phone. At my last booking, they're representative did not enter my Mabuhay miles number, did not enter my passport information, did not ask me for seat assignments. I had to call back in order to correct this information. It was 16 minutes of waiting with loud voices repeatedly providing irrelevant information before I got a call back option. With the call back option, it was half an hour before someone called me back. Both calls said to wait on the line to review the agent. Both times they immediately hung up on me and I could not review the agent. I would love to switch to United Airlines, however United Airlines costs twice as much as Philippine Airlines.
6 juni 2026
Omdöme utan inbjudan
Svar från Philippine Airlines
Hi, Tom. Thank you for taking the time to share your experience in detail. We understand how frustrating it is to wait through extended call times and then need to repeat your booking details just to have them corrected afterward.
We also hear your concern regarding the missing Mabuhay Miles number, passport details, and seat assignments during your booking. These are important parts of your travel information, and having to call back to fix them adds unnecessary effort on your side. The experience you described with the callback timing and the calls ending before you were able to share your feedback is also noted with concern.
We are taking these points seriously and will review the handling of your interaction as part of our ongoing service checks. Clear and complete assistance during the first contact remains a priority, and your feedback helps us identify where consistency needs to improve.
We would appreciate the opportunity to look into your booking and interaction further so we can properly address what happened. Kindly reach out to us through Instagram or X at @flypal, or via email at wecare@philippineairlines with your booking details and reference to this review.
Thank you again for bringing this to our attention.
DON'T FLY WITH PHILIPPINES AIRLINES
DON'T FLY WITH PHILIPPINES AIRLINES
Yesterday, May 25, 2026, I was scheduled to fly with Philippine Airlines on flight PR 306, which was set to depart at 14:40 local time. Due to logistical reasons, this flight was delayed by 2 hours and 20 minutes. As a direct consequence of this delay, I missed my two connecting flights with Air China: from Hong Kong to Beijing and from Beijing to Barcelona. The only compensation provided on-site by Philippines Airlines was a meager $200 USD to cover the inconveniences. This compensation is utterly ridiculous considering I lost the full amount invested in my initial itinerary.
Furthermore, I was forced to purchase new flights costing 522 €, from which I could only deduct the $200 USD offered by Philippine Airlines. The completely inadequate and unprofessional manner in which your staff handled the situation was deeply disappointing. Specifically, I requested the physical presence of the Duty Team Manager, YASMINE, to help find a solution, but she refused to come forward despite being present at the airport. This made my experience traveling with Philippines Airlines completely disastrous, disrespectful, and opportunistic. Although my initial itinerary was operated by two different airlines, the delay caused by Philippine Airlines was COMPLETELY BEYOND MY CONTROL AND A DIRECT RESULT OF THE COMPANY'S POOR LOGISTICAL MANAGEMENT.
Moreover, I was promised that, along with the $200 USD, my luggage would be checked through directly to Barcelona as part of the compensation for the delay. This promise was NEVER fulfilled. Upon arriving at Hong Kong International Airport, none of the available staff had been informed of my case. This forced me to clear customs, exit the airport, retrieve my own bags, and repeat the entire check-in and boarding process from scratch with Swiss Air in order to ensure my luggage would reach Barcelona. To put it simply: my suitcase was left abandoned on the carousel at Hong Kong Airport and would still be there right now if I had not intervened.
25 maj 2026
Omdöme utan inbjudan
Svar från Philippine Airlines
Hi, Camilo. Thank you for taking the time to share your experience. We regret the difficulties you encountered following the delay of your flight from Manila to Hong Kong and understand the frustration and stress this situation caused, particularly as it affected your onward travel arrangements to Barcelona.
We also recognize your concerns regarding the handling of your baggage and the assistance you received at the airport. We appreciate you bringing these matters to our attention, as feedback such as yours helps us identify areas where we need to improve the support provided to our passengers during service disruptions.
Upon checking, we note that you have already submitted a formal complaint regarding this matter, and our team has sent a detailed response directly to the email address associated with your case. To ensure that your concerns continue to be handled appropriately and with full access to the details of your booking and previous correspondence, we kindly invite you to reply directly to that email should you have any further questions or additional information to share. Our team will be glad to review and assist you further.
Thank you for giving us the opportunity to address your concerns.
Shockingly slow checkin process at…
Shockingly slow checkin process at Haneda for Manila flight. No queue management, slow agents upselling everything, confused, taking 20mins to check in every passenger.
1 juni 2026
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Svar från Philippine Airlines
Hi, MR PAT R. Thank you for taking the time to share this.
We understand your concern about how long the check in took at Haneda for your Manila flight, especially with what you experienced at the counters. We know how important it is for this part of the journey to run smoothly and without delay.
We will be sharing this with our station team so they can look into what happened on the day and review how the process was handled, including queue flow and service handling.
Thank you for flying with Philippine Airlines and for letting us know about this experience.
PAL Responded Without Addressing the Issue
Philippine Airlines has now responded to my review, but unfortunately they did not address the criticism I raised.
They simply explained what the procedure is intended to achieve. My question was whether it actually works.
On my flight from Puerto Princesa, the five-row block deplaning procedure created exactly the problems it was supposed to prevent. Every time a new group was called, passenger flow stopped while people stood up and retrieved their luggage. The result was repeated periods during which nobody was leaving the aircraft.
This is particularly puzzling because research on aircraft deplaning has long identified interruptions in passenger flow and baggage retrieval as major causes of delay. PAL's procedure appears to create exactly those interruptions.
The crew made repeated announcements attempting to manage the process, but in a narrow aircraft aisle there is only so much that can be controlled once passengers start acting on their own. In practice, the procedure seemed impossible to enforce effectively and simply resulted in repeated interruptions to passenger flow.
Rather than addressing these concerns, PAL's response merely repeated what the procedure is supposed to achieve, not whether it actually achieves it.
29 maj 2026
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Svar från Philippine Airlines
Hi, Eva. Thank you for sharing your further observations.
We have taken note of your concern regarding how the controlled row disembarkation performed in actual cabin conditions on your flight. Your feedback on passenger flow and perceived pauses in movement has been recorded for review as part of our ongoing assessment of onboard processes across different routes and aircraft configurations.
We appreciate you taking the time to detail your experience onboard. Feedback such as this helps us look at how procedures function in real operational settings and where refinements may be considered.
Thank you for flying with Philippine Airlines.
Business traveller on business class…
Business traveller on business class from Ho Chi Minh to Manila, not a super great experience.
Had a flight change, was not easy to get in touch with them and get it solved.
seat comfort and service was decent, but lounge in Manila on return flight was a joke - should be their main airport, and still you get the worlds crappiest lounge?
15 juli 2025
Omdöme utan inbjudan
Svar från Philippine Airlines
Thank you for bringing this to our attention, Jimmy. We understand how frustrating it can be to experience a schedule change and not receive immediate assistance, especially when it affects your travel plans.
We also appreciate you sharing your feedback regarding our lounge in Manila. Your comments are important to us, and we would welcome the opportunity to review your experience further. Kindly share your flight details through our contact page at flypal.com/contactus so we can look into this matter more thoroughly.
Thank you for taking the time to share your experience with us, Jimmy. We value your feedback and hope to provide you with a smoother and more seamless journey in the future.
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