✅ Verified Review
| London to Manila return. Booked with Philippine Airlines as they flew direct and I didn't want to waste time with a stop anywhere. I got an email the day I was due to fly saying my flight was cancelled, no next steps or anything. Tried to phone the UK contact centre that I booked my flight through (PAL direct not an agent, stupidly I thought that was safer), they aren't open weekends! This was a Saturday and I was due to leave for the airport in a matter of hours when I got the cancellation email (mere hours after the flight reminder email). I paid a fortune to sit on hold on the phone to their Manila office, only to be told it was cancelled repeatedly with no suggestions other than for me to go to the airport and see if there was a Philippine Airline customer service team there (they couldn't confirm whether there was or not) and see if there was anything they could do to get me on another flight. Given this didn't sound promising I phoned back to speak to someone else. Eventually managed to get to speak to someone else, and booked on the next flight which wasn't for over another 24 hours. At no point did anyone acknowledge the cost to me of this cancellation (I had hotels, transfers and tours booked to follow on from the flight) or the fact that I lost over 24 hours in the Philippines and didn't get to do the tours I'd booked at all in the end because of this cancelation. Communication was really poor the whole way through and when I asked any questions I just got 'it's cancelled ma'am' or 'hello?' as the answer, it was hard work arranging a new flight. The reason for cancellation was something about 'airport scheduling' which seems poor when it's cancelled on the day. The flight I then got over 24 hours later left London late and arrived in Manila late. My return flight also departed Manila late and arrived in London significantly late - people were complaining they had missed transfers when we landed. Just a hugely stressful, disappointing and frustrating experience. I'll take a longer journey with a stop next time just to use a more reliable airline. As long as I get there safely and preferably on time I don't really fuss over the in flight experience but for those that do, it's the most basic long flight I've ever been on. No back of seat screens (on a 16 hr flight) for in flight video, yes they do give out iPad minis with a few films on, but this happens quite some time after take off and the battery obviously doesn't last the flight! Bring your own and a good power pack. I'd avoid using this airline again and wish I hadn't at all. I actually missed the highlight of my holiday because of my airline choice unfortunately, it's not worth the risk if you have plans at your destination.