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
Det här företaget har inte bjudit in sina kunder på länge. Omdömen kanske inte är representativa
Har besvarat 100 % av sina negativa omdömen
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Customer Satisfaction is just lip service
Their “Commitment to Customer Satisfaction” feels like nothing more than lip service. Last year, they reassigned the extra legroom seats we had paid for to other passengers—without even notifying us. I had hoped this was an isolated incident, but this year I’m met with disappointment again.
When I tried to book a new flight, all I received was a scripted apology and an explanation of why they “can’t do anything about it,” as if to say, “Sorry, that’s just how it is.” I wanted to use my miles, but they only covered a one-way ticket, so I had to book the return flight separately, and was charged a much higher fare because it was treated as a one-way booking—even though I had booked both legs with the same airline.
In the end, I gained less than $200 worth of value from all my accumulated miles. It’s frustrating and disheartening to see how little effort they put into actually making things right for loyal customers. They seem to need a re-education on the value of achieving total customer satisfaction. They need to be reminded that happy customers are repeat buyers, and that it doesn't matter if you lose one battle, for as long as you win the war.
5 november 2025
Omdöme utan inbjudan
Svar från Philippine Airlines
Hi, Dodettesky.
Thank you for taking the time to share your experience with us. We truly value hearing from our passengers, as insights like yours help us better understand how we can continue to enhance our service and loyalty program.
For mileage redemptions, the number of miles required may vary depending on the specific miles accrued from your previous flights and the corresponding award levels for each route. We understand how important it is for our valued Mabuhay Miles members to get the best value from their earned miles, and we continuously review our redemption options to ensure a rewarding experience.
Miles Redemption Guide: https://www.philippineairlines.com/ph/en/redeeming-miles.html
If you’d like further assistance with your Mabuhay Miles transactions or to explore available redemption options, our team over at the Mabuhay Miles Facebook page will be happy to guide you through the process.
Mabuhay Miles: https://www.facebook.com/MabuhayMiles
We appreciate your continued support and the time you’ve taken to share your feedback—it’s through voices like yours that we can strengthen our commitment to a more seamless travel experience for all our passengers.
Absolutely and without question the…
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 competing airlines. Regularly downgrade flights due to supposed plane issue and then offered a e-card as if you’d ever consider flying with them again. No inflight entertainment, food that looks like rubber and no leg room. Simply appalling. Avoid at all costs. Any good review would have to be from a family member of the CEO!
24 oktober 2025
Omdöme utan inbjudan
Svar från Philippine Airlines
Hi, Sonia. We truly understand how you felt about your experience, and we recognize how disappointing it must have been—especially on a long journey from Melbourne.
We’d like to share that there are instances when flight downgrades occur due to operational requirements, which are necessary to maintain the safety and reliability of our overall operations — something we’ll never compromise, as it ensures the well-being of both our passengers and crew.
We also understand how much inflight entertainment and ample legroom contribute to a more comfortable travel experience. These features may vary depending on the specific aircraft type deployed on the route, but please know that your feedback is valuable and helps guide our ongoing service improvements.
If you prefer more space for future flights, we offer Choice Seats that can be purchased in advance for added comfort. You may learn more about this option here: https://flypal.com/seat-select.
We truly appreciate you taking the time to share your feedback, and rest assured, we’ll continue working to enhance the overall travel experience for our passengers.
Thieves Alert!
Will not travel via PAL ever again!!! Unsafe for travel. Lots of stolen item reports! Be very carefull and be vigilant! Sometimes the one who steal are the ones you least expect!!! I am sure you will be smart enough to see who is/are the thieves!
23 augusti 2025
Omdöme utan inbjudan
Svar från Philippine Airlines
Hi, Juan. We understand how concerning it must feel to come across experiences like this, and we truly value you for bringing it to our attention. Please know that we take matters involving the safety and security of our passengers’ belongings very seriously.
We’d like to look into this further and conduct a proper assessment of your reported experience. You may share your booking and baggage details through this form: flypal.com/request, so the proper team can review your case and assist you directly. Rest assured that we remain committed to upholding the trust and confidence of our passengers.
Absolutely No Customer Support – Just Silence
We had two internal flights booked with Philippine Airlines as part of a longer trip. One of our family members - who was meant to travel - received a cancer diagnosis and has since started chemotherapy. Naturally, we reached out to the airline to cancel just her tickets and request a refund on medical grounds.
We emailed every address listed online, not a single reply. No confirmation, no help, no acknowledgement. Nothing.
There’s no working complaints process, no way to escalate anything. You're just left in the dark, hoping someone somewhere actually reads the inbox.
Meanwhile, the rest of us are still due to travel - this was only about one person who couldn’t make it due to health reasons - but trying to sort that out with this airline has been impossible. We've been more than patient, but this has dragged on for over a month with zero communication.
Not asking for miracles, just basic customer service. If your plans ever go slightly off-script, Philippine Airlines won’t lift a finger to help. Seriously think twice before booking.
9 oktober 2025
Omdöme utan inbjudan
Svar från Philippine Airlines
Hello, Mr. M. Thank you for reaching out and sharing your experience. We’re truly sorry to hear about the challenges you've faced, especially during such a difficult time for your family. Please know that we care deeply and are here to help.
To allow us to look into your concern immediately, we kindly ask that you contact us through any of the following channels:
Email: wecare@philippineairlines.com
X (formerly Twitter) and Instagram: @flypal
Please include your booking reference and any relevant details so we can assist you as quickly as possible.
We appreciate your patience and hope to resolve this matter with the care and attention it deserves.
Very Disappointed with Business Class Experience
I recently flew business class from Korea to the Philippines, and my seat did not recline at all. The cabin crew acknowledged the problem, attempted to fix it, and then informed me a technician's report would be filed and that I should contact customer service for compensation.
When I followed up with customer service, I was told there was no report of a defective seat. I raised the issue again, but received the same response: "no report, case closed." This is unacceptable. I clearly reported the incident to multiple crew members, and they assured me the issue would be documented.
If reports are not being written, how can service ever improve? Closing cases without properly investigating undermines customer trust and shows a lack of accountability. For a business class ticket, this level of service is extremely disappointing.
I expect the airline to take responsibility, review its reporting process, and provide fair compensation for the poor experience.
14 september 2025
Omdöme utan inbjudan
Svar från Philippine Airlines
Hello, Nay-then Jones. Thank you for taking the time to share your experience with us.
We truly understand how disappointing it must have been to encounter a seat issue during your business class flight, especially after raising the concern with our cabin crew. Your feedback is important, and we sincerely appreciate your efforts to follow up.
Please be assured that we are here to help. To allow us to look into this matter further and provide the appropriate assistance, we kindly invite you to reach out through any of the following channels:
- Customer Feedback Email: wecare@philippineairlines.com
- Social Media: Instagram and Twitter – @flypal
We remain committed to improving our service and ensuring that every concern is handled with care. Thank you again for bringing this to our attention.
Air philippines il peggiore al mondo
I want a refund. It's dishonest to cancel a flight because you did this without refunding the cost of the ticket. The ticket cost €80, and the taxi from Aquino Airport to Clark Airport was €100. Your dishonesty speaks for itself.
4 september 2025
Omdöme utan inbjudan
Svar från Philippine Airlines
Hello, Beppe Limongelli. Thank you for taking the time to share your concern.
We truly understand how unsettling it must have been to experience a change in your flight’s departure airport without receiving a direct notification. Please allow us to clarify that Philippine Airlines sends important updates—including schedule or airport changes—through the contact details registered in the booking. If your ticket was issued by a travel agency, it’s possible that the agency’s information was listed, and notifications may have been sent to them instead.
We’re here to assist you and would be glad to look into this matter further. You may reach us through any of the following channels:
- Customer Feedback Email: wecare@philippineairlines.com
- Social Media: Instagram and Twitter – @flypal
Your feedback is sincerely appreciated, and we remain committed to providing thoughtful and responsive service.
Arnaque de Philippin airline
Nous avons subi une arnaque de change de philipin airline : nous avons eu la mauvaise surprise de voir le prix multiplié par deux lors de la conversion en euro. Nous avons appelé philippine airline qui répond envoyez-nous un mail. Éviter cette compagnie. Les infos entre leur mail et le site sont contradictoires.
16 september 2025
Omdöme utan inbjudan
Svar från Philippine Airlines
Hello, Gilles Corcos. Thank you for sharing your experience with us.
We understand how unexpected charges during currency conversion can be concerning. When fares are quoted in Philippine pesos (PHP) or U.S. dollars (USD), the final amount reflected in euros is determined by your card issuer or bank. These institutions apply their own exchange rates and may include additional fees, which can vary depending on the time and method of processing.
We appreciate your feedback and recommend reaching out to your bank or card provider for a detailed explanation of the conversion applied. Thank you for your understanding.
I recently flew with Philippine…
I recently flew with Philippine Airlines from Soekarno-Hatta. While the in-flight crew were wonderful polite, professional, and attentive the ground staff experience was appalling.
When I asked one staff member (short, skinny, with a very unpleasant attitude) where the business class boarding row was, she brushed me off with “wait” and continued laughing and chatting with her colleagues. This was already 15 minutes after the official boarding time it is impossible that she did not know where business class passengers should line up by then.
I eventually had to approach another staff who kindly directed me. Later, when I confronted the same staff inside the gate, she casually replied, “it was not assigned yet,” and when I asked why she never came back to update me, she just smirked. Completely unprofessional.
It’s a shame, because once on board the service was excellent, even if the plane itself was not very spacious and maybe abit dirty and the configuration is 2 2 so you will likely to seat with someone else beside youbut cabin crew were extremely sweet and professional but the ground handling at Soekarno-Hatta left a very negative impression and does not reflect the standard expected of a flag carrier.
15 september 2025
Omdöme utan inbjudan
Svar från Philippine Airlines
Hi, Ollybia! Thank you for sharing your detailed feedback. We’re truly glad to know our cabin crew made your journey pleasant, but we also understand your sentiments about the ground staff in the airport.
We’ve shared your experience with our airport team so we can address this directly and reinforce the service standards we uphold across all touchpoints. Your observations help us improve, and we value the time you took to let us know.
We look forward to welcoming you on board again and giving you the consistently warm and seamless service you deserve—from check-in to arrival.
Terrible experience from the moment of…
Terrible experience from the moment of booking. Information given was wrong. Difficult to deal with.
On day of flight we were told that the seats that we selected and paid extra for were changed. When we complained we were told that the seats were better. If we had wanted them we would have chosen them. No compensation was given. Food was terrible. When I booked online it said that $25 extra to be paid if you wanted a meal. WRONG!!! We paid but found this to be incorrect as food was included.
Basically I could go on and on about the terrible experiences. Let’s just say DONT BOOK THIS AIRLINE!!
24 augusti 2025
Omdöme utan inbjudan
Svar från Philippine Airlines
Hi, Susanne. Mabuhay and thank you for taking the time to share your detailed feedback. Hearing about your experience helps us better understand what matters most to our passengers and guides us in enhancing our service.
We recognize how important seat selection is when planning a trip. If you would like our team to review the details of your seating concern, you may submit it through this link: flypal.com/request. This allows us to track your request directly and provide the appropriate follow-up.
Regarding inflight dining, meals are already included on our international flights, while domestic routes feature complimentary snacks. For those who wish to elevate their dining experience, we also offer myPAL Flavors, which provides a variety of curated meal options to suit different tastes and needs. You can explore these choices here: flypal.com/travel-boost.
Your insights on booking, seating, and meals are invaluable as we continue to refine the travel experience we offer. We truly appreciate you sharing them with us and look forward to serving you better on future journeys.
NOUS NE RECOMMENDONS PAS PHILIPPINE AIRLINES
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 une "mauvaise" compagnie :
Checked Bag Allowance DELTA AIRLINES
FRANCE TO USA
The fees below are based on your original ticket purchase. Fees may be converted to local currency based on your departure airport. If you qualify for free or discounted checked baggage, this will be taken into account when you check in. Visit delta.com for details on baggage embargoes that may apply to your itinerary and for additional baggage policy updates.
-FRANCE TO USA
CARRY ON / FREE
FIRST / FREE (50LBS/23KG)
SECOND / €85.00EUR (50LBS/23KG)
-USA TO FRANCE
CARRY ON / FREE
FIRST / FREE (50LBS/23KG)
SECOND /€100.00EUR (50LBS/23KG)
29 april 2025
Omdöme utan inbjudan
Svar från Philippine Airlines
Hi, Lucien! We value hearing directly from our passengers, as it helps us understand what matters most when planning a trip.
We recognize that the amount for a second bag can feel significant, especially when comparing airlines. Each carrier sets its excess baggage fees based on factors such as aircraft type, route distance, and operational costs. These variables naturally create differences in price from one airline to another.
Our tickets also come with a Free Baggage Allowance, which varies depending on the route and fare type. For guests who need more than that allowance, we offer flexible options: Prepaid Baggage, which can be purchased ahead of your flight at a lower rate, and Airport Baggage for last-minute needs. Details and booking are available through this link: flypal.com/baggage-plus.
We appreciate you taking the time to share your perspective. Your feedback helps guide how we continue to refine our services and provide choices that suit a wide range of travel plans.
Went to Boracay during June
Went to Boracay during June, my dad's wheelchair broke on baggage claims. They told me they will compensate us a temporary wheelchair, during the trip, they did not. They told me they will compensate me for the damages, they did not.
25 juni 2025
Omdöme utan inbjudan
Svar från Philippine Airlines
Hello, Jacob. We appreciate you sharing the details of your experience and understand how important your dad’s mobility is during travel.
To follow up on the pending damaged-baggage concern, please visit our Baggage Report page through this link: flypal.com/Baggage-Report.
From there, you can select “Damaged Baggage,” create a case, and our baggage team will review and queue it for assessment.
Business class -- not enough food
Business class -- not enough food , poor movie and music variety - need to climb over aisle passenger - CAPTAIN is only in flight cabin during takeoff and Landing - 37 minute wait for service on the plane (business class) - delivered wrong meal - it is all tired and outdated - uncomfortable seat ,they need to look at other business class models. August 300 and September 7 - Long haul flight over 8 hours each time.
30 augusti 2025
Omdöme utan inbjudan
Svar från Philippine Airlines
Hello, Peter. We truly value the time you’ve taken to share your experience with us. While we’re glad you chose to fly with us on your recent long-haul journeys, we also recognize the concerns you raised about your Business Class flights.
Your feedback on the food variety, in-flight entertainment, service pace, and cabin comfort is important to us. We also take note of your experience with the meal service and seating arrangements, as well as your observation about the presence of our flight deck crew. These are all being shared with our teams as we continue working on service enhancements and product upgrades that our passengers deserve.
Our goal has always been to deliver the warmth of heartfelt Filipino service while ensuring comfort and convenience throughout your journey. Knowing where we fell short gives us the opportunity to improve, and we thank you for allowing us to learn from your flights.
We look forward to welcoming you back on board and giving you a better experience next time.
Philippine Airlines feels old and…
Philippine Airlines feels old and dated. The planes are worn and not well-maintained, giving off a tired and somewhat dirty impression. Food service is average, nothing special compared to other airlines. For what’s considered a budget airline, the fares are still quite expensive.
The economy seats are cramped with little to no legroom, and the outdated in-flight entertainment doesn’t help—small TVs, some USB ports not working, and an overall lack of comfort compared to newer planes. Unfortunately, the experience doesn’t justify the cost.
3 november 2024
Omdöme utan inbjudan
Svar från Philippine Airlines
Hi, Ria. Thank you for taking the time to share your thoughts with us. We understand how important comfort and value are when traveling, and we truly appreciate your perspective. Please be assured that service and product enhancements are ongoing, from upgrading cabin features to reviewing our in-flight offerings, as part of our commitment to making every journey more enjoyable. We are always open to feedback like yours, as it guides us in improving and ensuring our passengers are cared for with the utmost experience they deserve.
If you wish to share more of your concerns, you may submit it through this link: flypal.com/request.
Disappointing Experience with PAL
I had a disappointing experience with Philippines Airlines on my flight from Cagayan De Oro to Manila. A ground staff member confiscated a sealed Jack Daniel’s and Coca-Cola purchased at the gate without providing a receipt, claiming alcohol is not allowed on board, and never returned it. On arrival, flight attendants were unaware of this confiscation, and other airport staff indicated it’s unclear whether such items are allowed.
Additionally, the in-flight service was poor: only plain water and dry biscuits were offered, with no other snacks or drinks. The Manila to Siargao flight had a long wait on the airport shuttle and a rough landing that made passengers nervous. Both flights had dirty seats and pockets.
This incident and overall experience suggest unclear policies and low service standards. I hope PAL addresses these issues seriously.
18 augusti 2025
Omdöme utan inbjudan
Svar från Philippine Airlines
Hello, Paolo. Thank you for sharing your experience with us. We understand how frustrating it must have been to encounter inconsistencies and discomfort during your flight from Cagayan De Oro to Siargao via Manila.
Regarding the confiscation of your sealed alcoholic beverage, please note that while duty-free alcohol may be permitted on international flights under certain conditions, domestic flights within the Philippines follow stricter guidelines. Philippine Airlines does not allow the consumption of personal alcoholic beverages on board, and airport security may enforce restrictions based on local airport authority protocols. We regret that the handling of this item lacked transparency, and we will coordinate with the concerned station to reinforce proper procedures.
As for the in-flight service, our domestic flights offer light refreshments tailored to flight duration and aircraft type. We acknowledge your feedback on the limited options and cabin cleanliness, and we’ve shared this with our service teams for review and improvement.
We also take note of your concerns regarding the shuttle delay and landing experience. While operational factors may occasionally affect ground transfers and flight conditions, your observations help us identify areas where we can enhance passenger comfort and communication.
Should you wish to discuss this further, you may reach us directly via our social media accounts on X, Instagram, and Facebook — @flypal — or email us at wecare@philippineairlines.com.
We appreciate your time and hope to serve you better in future travels.
Shock Charges at the Airport – Misleading Information
Philippine airlines completely misled me about extra baggage. The website and customer service gave unclear and inconsistent information, but at the airport I was suddenly hit with unexpected charges. Cost me half of my plane ticket price. Both Qatar airways and Philippine Airlines did not allow me for pre purchase extra baggage as stated on their sites. Both airlines charged me sky high fee and partnered to scam simple passenger like me. This feels dishonest and unfair. Passengers deserve transparency, not hidden fees. Think twice before trusting their baggage policy. Shared flights with Philippine Airlines is the worst. Seats are so old and uncomfortable with full price charge. Very shameful! This was the second time I flew international with Phils airline's. The first time was 40 years ago. Nothing got better, it just got worse. Never flying again with this airline.
9 augusti 2025
Omdöme utan inbjudan
Svar från Philippine Airlines
Hello, Abelene. We understand how important it is for our passengers to feel assured and informed, especially when it comes to travel essentials like baggage.
For your reference, the terms and conditions of our Prepaid Baggage may be viewed through this link: flypal.com/prepaid-baggage. This provides the detailed guidelines that apply to this service.
Should you wish to share more about your experience, we would truly value your feedback. You may do so by submitting a request through this link: flypal.com/request. Rest assured, we will carefully review it as we continuously work on making our services clearer and more seamless for our passengers.
We appreciate you taking the time to let us know your thoughts, as this helps us strengthen the way we serve.
No punctuality and accountability whatsoever
This airline keeps getting worse and worse... This is my 3rd flight with them and i thought the previous 2 flights that were delayed was due to technical difficulties or bad weather but no, after flying for the third time it seems that this company does not prioritize the customers' time. Worse airline in terms of punctuality... There was no compensation involved as well
31 juli 2025
Omdöme utan inbjudan
Svar från Philippine Airlines
Hi, Laila. We are so sorry to hear about the string of delays you've had on your recent flights with us. We can only imagine how frustrating it must be to have your travel plans disrupted not just once, but three times. We understand your disappointment and we regret that we failed to meet your expectations for a timely and reliable flight.
Please know that we take your feedback very seriously. The punctuality of our flights and the satisfaction of our passengers are top priorities for us, and we are actively looking into the details of these flights to figure out what went wrong. There is no excuse for repeated delays, and we want to assure you that we are working to address the root causes and improve our operations.
For further assistance regarding your concerns, you may reach out to us directly through wecare@philippineairlines.com or via any of our other available channels at flypal.com/contactus.
We are committed to regaining your trust and hope to have the opportunity to show you the kind of service we're truly capable of in the future.
Orgoglio Filippino
Avevo prenotato un volo con scalo intermedio. Un volo di durata di 1 ora e l'altro di 2 ore e mezza. Entrambi i voli sono partiti in perfetto orario (addirittura partenza dal gate prima dello schedulato) ed ho apprezzato moltissimo che sul volo da appena 2 ore e mezza ci sia stata servita la cena oltre a kit di cortesia come coperta e cuscino. I sedili erano comodi e reclinabili. Unica minima pecca l'hub di Manila andrebbe rimodernato.
12 augusti 2025
Omdöme utan inbjudan
Svar från Philippine Airlines
Thank you for sharing your experience. We're delighted to hear that you enjoyed the flights, from the on-time departures to the comfort of the seats and the service on board. It's also great to know that you appreciated the meal and amenities during your journey.
We've noted your feedback regarding the Manila hub. While many aspects of airport operations are managed by the airport authority, we are continuously working with our partners to improve the overall passenger experience. Your comments are invaluable and help guide our efforts.
We look forward to welcoming you on board again soon.
Mabuhay Miles program is FRUSTRATING!
3 juni 2025
Omdöme utan inbjudan
Svar från Philippine Airlines
Hello. Thank you for sharing your thoughts with us. We understand the frustration you've felt, and we truly value hearing from our Mabuhay Miles members.
To better assist you with your concerns, we encourage you to reach out directly to our Mabuhay Miles team through any of the following channels:
Facebook: https://www.facebook.com/MabuhayMiles
X/Twitter: @FlyPAL
We appreciate you being part of the Mabuhay Miles program, and thank you for taking the time to share your feedback.
My partner was flying from Borongan to…
My partner was flying from Borongan to Cebu. The plane was delayed by an hour and a half. She was not able to bring any liquids through security which I understand. She sat in the waiting area for more than 5 hours with nothing to drink (as there is nowhere to buy anything) or eat. You would think out of courtesy they would at leat give the passangers a bottle of water? Prisoners are treated better than that.
14 juli 2025
Omdöme utan inbjudan
Svar från Philippine Airlines
Thank you for sharing your concern. We understand how uncomfortable it must have been for your partner to wait without access to food or water during the delay.
Services from airport concessionaires are managed independently, but we will share your feedback with the airport management so they may review this matter. Your experience is important, and it gives us the opportunity to reflect and advocate for greater comfort and care during irregular operations.
Thank you for taking the time to raise this to our attention. We remain committed to improving the journey for all passengers.
Avoid Philippine Airlines, Poor Exeprience
Flight: Originally booked on PR 732 (19:40), attempted reschedule to PR 736 (14:45)
I had a very disappointing experience with Philippine Airlines today, July 3rd, at Manila Airport.
I arrived at the counter at 1:30 PM, well in time for the earlier 2:45 PM flight (PR 736), and requested to be moved from my later 7:40 PM flight (PR 732). Despite being fully willing to pay for a Business Class upgrade, I was told that rescheduling wasn’t possible because the “cutoff time is one hour before departure” and the process would take “more than 15 minutes.”
The check-in agent and supervisor kept going back and forth, claiming they’d check with their manager—but it was clear there was no real intent to help. Their tone was curt, inflexible, and frankly dismissive. No proactive thinking, no ownership, no customer empathy.
This is exactly where airlines like Singapore Airlines stand out—their teams are empowered to make changes swiftly, even within 45 minutes of flight time. I've experienced it personally. Philippine Airlines, on the other hand, stuck rigidly to a script and failed on basic service recovery.
Summary: Arrogant attitude. No flexibility. Zero customer-centricity.
3 juli 2025
Omdöme utan inbjudan
Svar från Philippine Airlines
Thank you for sharing your experience with us, Issac. We appreciate the time you took to provide feedback regarding your request to be moved to an earlier flight.
We understand your concern, especially since you arrived at the check-in counter ahead of time and expressed willingness to pay for an upgrade. While our airport team adheres to strict cut-off times and operational procedures to ensure the safety and efficiency of all passengers, we recognize the importance of clear communication and proactive service—particularly when handling time-sensitive requests.
Your feedback has been noted and will be reviewed with the team involved. Insights like yours help us identify areas for improvement, especially in how we respond to special circumstances with empathy and initiative.
If you still need assistance with your booking or have other concerns about your flight, please don’t hesitate to reach out through any of our official channels:
Facebook, X, and Instagram: @flyPAL
Website: flypal.com/contactus
We’re here to help and committed to making your journey smoother.
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