still selling tickets that they know they will cancel. no signs of refund
Booking process was quick as they are taking your money however they have no support or customer service aligned. I have called so many times. been on hold the longest. It took them nearly 2 hrs and still no answer. I gave up. Sydney office is also useless. I have two tickets worth approx 3000 AUD and no sign of giving my money back. Been waiting for 2 months now. I have been robbed by this company.
Terrible customer service
I have been contacting PAL for days and all I get is the hold music. I tried contacting the Sydney office and there is no answer as well. I will never fly with PAL again because of this. They should anticipate high call volumes and prepare for it. This is terrible customer service.
- Verified customer
No customer service
Like others in the middle of the covid 19 virus I could not get any avenue of communicating with PAL ..all I got was piano music for a half hour every time I called. I had no option but to not show for my JFK to MNL flight and the website for changing my return flight won’t allow a change there either..it is obvious they are running a shake down exploiting this crisis..I will file a complaint with transportation board hoping for a class action suit
Poor crisis management
Poorly coordinated response to the COVID-19 outbreak. The lack of communication is concerning. I had a much better response from a budget competitor. Even if your company survives without going bankrupt, I will never fly with you again.
Very very poor customer service
Due to COVID-19 I been contacting PAL syd ofc (1300 887 822)to rebook my ticket. But to no avail until now there was no answer. I manage to successfully get a refund for my cancelled flight in CEBU Pacific in less than 15 min. It's a shame that a budget airlines provide a better service and website than PAL. Please do something PAL management you are loosing a lot of customer here. You should give a better service than a budget airline.
Please answer that phone
useless PAL reservations hotline +63 2 8855 8888 and sydney ticketing office +61 2 9262 4520
PAL is offering one-time free rebooking for international tickets purchased on or before 31 March 202 (as posted on their website on 11 March 2020) due to the covid-19 issues. Since we bought the tickets thru PAL website and were issued by PAL, the instruction is to call the reservations hotline or visit the nearest ticketing office... I've been trying to contact its reservations hotline in Manila from last wednesday (11th march) till last friday (13 march), all I can hear was an automated response and to select "4" for existing reservation, t...he selection (4) doesn't work and it just kept going on a message-loop and then call will just end automatically. I tried ringing maybe about a dozen times, each time I got the same frustrating automated response and the call will cease --without getting connected to a representative... then I tried ringing (twice) PAL's ticketing office last friday afternoon, no one's answering the phone at all. TERRIBLE!!!
customer service non existent
Due to metro manila lockdown and fear of corona virus, we are trying to call the hotline for several days now and no one is answering the phone, my husband went to sydney ticketing office and the place was packed of people outside and coulndt get into the ticket office ( no one knows if the office is close ), my husband went there around 3.30pm and few passengers told him they were outside the ticket office since midday and still waiting, no one knows whats happening. Some even went to the Philippine consulate for help(but of course they cant ...help them becuase its not their jurisdiction anymore) , and this all happened last friday (2 days ago). we checked online and said office was open til 5pm. tried to call the number listed and the hotline . no one answering the phone. but before that , 3 minutes before 9am last firday, tried to ring the number and it said' the office is still close and opens and 9am). rang at exacly 9am and the phone just kept ringing and no ones answered the phone, tried multiple times throughout the day but went un answered thats why my husband decided to go to their ticketing office instead. we havent flown for awhile with PAL becuase of non existent customer service. bad reputation, unreliable. So pease, they can offer deals, cheaper than other airlines but will never help you.So go elsewhere. Spend money slewhere, should have gone with qantas, etc instead. PAL as they say Plane that is Always Late, food was even low par compare to other airlines, entertainment at least improved but customer service as ive said is non existent. please dont book with this airlines. one of the worst airlines. can be considered a budget airline .
- Verified customer
Inhuman and heartless with the worst service ever one can pay for.
I would like to share the story of my extremely bad experience with Phillipines airlines and the airport system in thailand. I am writing to let everyone know how the system is designed to make tourists suffer and how the airlines turn their backs on their customers when they are victims of the system.
My wife and I travelled in Phillipines Airlines from Sydney to Bangkok and was scheduled to be back to Sydney from Bangkok with Phillipines Airlines, but unfortunately SINCE WE REACHED THE GATE 10 MINUTES PRIOR TO DEPARTURE INSTEAD OF 15 MINUTES...DUE TO THE LENGTHY AND SLOW IMMIGRATION PROCESS AND CHECK IN SYSTEM, WE WERE NOT ALLOWED TO BOARD THE FLIGHT AND HAD BEEN WALKED OUT OF THE IMMIGRATION INTO BANGKOK AGAIN. SO HERE IS OUR STORY. My wife and I bought tickets on a special deal that sometimes airlines give with discounted prices, so basically we would have to pay extra if we change dates. So we travelled the first week of January and was scheduled to be back on the 02th of February to Sydney via Manila. On the 02th of February our flight from Bangkok was at 10:55pm flight number PR0733 and our Airline reservation code U2PIBI(PR). We stood in the line to check in at 7:55pm, and we ended up checking in at 8:45pm due to the long queue. After checking in, we used the washroom and had something to drink which took around 25 minutes and then at 9:10pm we went to the immigration to board the flight. Now here in Bangkok Suvarnabhumi airport, there are 2 sets of check in which is the bag check in first and then the passport control, so it took us 40 minutes in the bag check in process and then at 9:50pm we went to the passport control which took us another 35 minutes to finally get through the immigration. I’d also like to mention that there are no priority lines for passengers running late and neither do they have an option to go through the line and get ahead since it’s taking too long. However in this instance we honestly thought that we could make it since our flight was at 10:55pm.
- Verified customer
Was no longer able to fly into Manila due to lock down on the capital city, due to coronavirus. Wanted to rebook flights, wasn’t an option. Was charged $250 cancellation, and $125 no show fee, for a flight I was not able to take, and canceled before time. Was on hold and arguing with useless customer service reps for almost 6 hours. Will never support a company that tries to profit off of a health emergency
upgraded to premium economy
I flew from Doha to Manila with my parents, I originally booked an economy class ticket but we flew with my persons with a disability. I checked in to have only found we were upgraded for a premium economy. The flight was smooth and in flight meal is good. the plane left on time.
- Verified customer
Horrendous customer service & treatment of a person with a disability -- avoid!
Philippine Airlines' horrendous customer service and attitude to a person with a disability (myself) was, frankly, appalling, and I strongly suggest you do not fly with them. Their customer service flat-out misled me *twice* prior to flying, and their incompetence cost me my mobility device which resulted in financial cost, physical pain, and a great deal of stress. Their customer service cannot be trusted, they do not respond, and they evidently just don't care.
Here's what happened. I use a walking stick, and when travelling I take an electr...ic kick scooter to use as a mobility device as I can't walk very far without serious consequences. I've travelled with my scooter (as a mobility device) for years as checked luggage, both domestically and internationally, always after obtaining prior airline approval. In January I was relocating to Japan, and we wanted to fly PAL on the one-way trip. I called and asked if it was possible to take my electric kick scooter as a mobility device. They said yes, just book the flight and call back so we can make a note on your booking. I booked the flight, called back, and they said no, you cannot fly with the scooter because it's not a mobility device. This was a shock, and I said I understand in general, but surely you have a dangerous goods department that handles these sorts of enquiries for passengers with a disability (as other airlines do). They eventually said if you get approval from your doctor (which I always do) & submit requested documentation, we will assess it. I provided everything that was asked, the airline's doctor signed off on it, and I was told, in writing, that I was approved to fly with the device. Great! That was until it came time to check in. At the terminal, as I'm preparing to leave my country permanently, they said you cannot fly with your mobility device, the PAL doctor's approval doesn't count, and they don't know why the customer service rep said I was approved to fly with it... even though I had it all in writing. No matter what I said -- or the fact I've flown domestically and internationally with the device many times for years -- they refused to budge. This was extremely distressing as I was forced to forfeit my (expensive!) mobility device and then suffer at my destination without it, as I only had my walking stick & no ability to get a new mobility device.
- Verified customer
Stay away from this airline
They cancelled our flight due to typhoon but the worst thing about this was they never rescheduled our flight. I received an email 5:30 pm the day before our flight. They said to contact them for other arrangement but office closed 5pm, so waited the next day until 9 am to contact them only took an hour to get answered on the phone but still useless and they are not very helpful. I ask them to put me the next flight but told me fully booked. They told me if I want to fly with them next available flight is in two weeks time, and that doesn’t wor...k cause I have an event to attend to. So I requested a refund but didn’t get my money 35 days. No wonder their one of the worst airline around the globe because of their poor service and worst management ever. They don’t care about their customers. All they care is how to save money. I’m hoping their not trying to save money of their plane maintenance.
Unpleasant check in experience.
When I checked in my luggage in Sydney flying to Cebu Philippines last November, the lady at the check in counter was very strict as I was 3 kilos over my luggage allowance, when in the past with 3 kilos I was allowed on without paying excess. She told me it is $30 a kilo excess in a very aggressive voice, OMG, so I reduced my luggage weight but I was still 1 kilo over. She was a very unpleasant person and still insisted I was 1 kilo over which I ignored because surely for 1 kilo she would just give me some consideration which she eventually d...id in an abusive fashion but it was a very unpleasant experience that I have never had in the past with PAL. I always go home every year and fly with PAL but I am now thinking of looking for another airline..
Good in-flight service, horrible after sales and customer service
Great service on-board. Staff were professional and accommodating. Just mainly commenting on aftersales service which seem to be non-existent. Phone lines are a pain to deal with as it takes almost an hour to get through and service agents dont seem to bother to answer more inquisitive answers.. Wont even getvstarted on their facebook chat. Social media person is just horrible to deal with. Would have been better talking to an AI.
Frustrated and helpless
I was directed to this airline as the cheapest after searching and searching on-line. Few minutes after the book was confirmed, Suddenly I noticed the return date was wrong. Right away, phoned their Sydney office only to be told to ring their Philippine office. Many attempts of ringing before they answered my call. I told this guy what happened and I pleaded him to help me change the date and hoping not to be charge cause it is just few minutes ago and the flight will be 6 months from now. He told me to ring again after an hour or 2. So, I ri...ng them again but it’s always disconnected. I ring my parents in Manila to go to their main office in Pasay only to be told they can’t help me that I need to call again their call center. Tried to call them again using my daughter’s phone and lied to the answering machine that I will book flights and guess what a lady answered the phone in a blink of an eye. To cut the story short, my request was denied and I was told to pay $190 each multiply by 3 if I want to change the date. I’m a single mom with 3 kids, just wanting to visit my sick parent that haven’t seen my 2 younger kids. This is really a lesson that I will remember for the rest of my life. Philippine Airlines doesn’t know how to look after their clients.
- Verified customer
A bad trip and they don't care
I can believe this for the last 6 weeks I have contacted Philippine airlines with no joy .
I purchased 4 tickets to manila return and paid for extra leg room seats ,at syd airport they said they had no record so I couldn't get my seats and one of my guests is disabled and needed this but the did say the return trip would be fixed .
That was so far from the truth again no seats we booked and to make it worse my disabled friend sat on his own .
All I want is a refund of what I paid for no more no less but they don't care I really should have gone QANTAS yes cost a little more but service is so much better I will now go to the bank.
- Verified customer
Compared to AIR Canada & United Air Philippine Airlines was much better
I was travelling to Toronto From melbourne with my daughter.
Booking through online is pretty much good compared to another Airline (Air Canada & United Airways)
Air crew were extremely good and very helpful. Even transit in Philippine Manila found very easy as the good guidance was given by staff. But had lot bad experience when we went out during the return flight when the transit time was nearly 9 hours. Airline did not provide any facility flight.
Food are excellent,seats are much roomier and comfortable. Can recommend for any one.
Worst return trip
Delayed take off due to computer crash. All passengers had to reconfirm their boarding pass on the plane again.
Then had a drink spilt on me without an apology.
Had to ask 3 times for a blanket as one wasn't on the seat.
Had a family memento taken by security from carryon despite travelling to 23 countries with it.
2 suitcases lost and no idea where they are.
Worst experience returning home ever, avoid this airline, they don't respect you as a customer and lose all your belongings.
- Verified customer
Cancel have NO record of paying for seat assignment, poor or non existent Customer Service
Flew to Manila on morning flight 2nd July, no tea or coffee served during flight, just water & soft drink & food which was dreadful. We paid for seat allocation 51A & C on both flights directly to Airline on their website. Booked on return flight 15th July but Philippine Airlines cancelled flight & without consultation we were booked on next days flight 16th July. I changed my flight but when I got to Manila Philippine Terminal was told at check in that they had no record of me paying for seat allocation but would assign a seat if I paid for seat allocation for this flight. Would not fly Philippine Airlines ever again.
- Verified customer
PAL Business Class --Awesome
My first business class flight with Philippine Airlines 31March to 18April 2019..So far the best from start to finish.. Ground check-in at Bne Int'l was excellent same NAIA Term 2 on our outbound flight back, only hitch here is a/c not working. Both inbound outbound boarding were very organised no hassles. Business clss cabin - very clean, comfy, and flat beds with quilt and pillows are of first class..Food is of business class quality inc good selection of drinks. IFE has finally put PAL in high level of 4Star rating ..As usual FA done a g...reat job. Everything seemed on time, no delay. However Online airfare cost is a rip off, a certain travel service agent offered quite less which was really awesome.. Very fulfilling flight experience.. Kudos to PAL !!
Questions & Answers
I’ve booked a Business class ticket from Brisbane to Manila mid November , will I be allowed to travel, if not will I get a refund or be able to change my flight dates ?
Is there a senior discount? I'm 65. and I'm a travel agent as well. What can you do for me in terms of airfares from LAX/MNL or Clark? Thank you!
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