Philippine Airlines

Customer Reviews

4 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 908 reviews
5/10
4 star Skytrax Rating
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7/10

"flight was decently good"

(Philippines)

Trip Verified | Busan to Manila. The flight got delayed as announced but fortunately we took off on time. Terminal 2 is really crowded and it feels more like a metro bus station than an airport. Very few stores to buy food and cramped space for waiting passengers. The flight was decently good for the price point. No IFE. The legroom was great. Online check-in sped up the process at the airport. No online check-in at PUS for PAL. Flight crews are nice. Food selection was okay, although in my PUS to MNL flight I had to eat beef because chicken meal already ran out of supply.
AircraftA321-231
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBusan to Manila
Date FlownApril 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes



21st June 2019 : Philippine Airlines response

Hi, F Lavisco! We're glad to hear that you've enjoyed your flight with us from Busan to Manila. We have also taken note of your feedback regarding NAIA Terminal 2 and we assure you that we are taking steps to help the decongestion of the said terminal. Regarding the inflight food, our apologies if we were not able to provide you with your preferred meal. However, you can always request for your meal at least 48 hours before your ETD so that you can enjoy your flight fully. Thank you for taking the time to share this with us and we look forward to seeing you on-board!

1/10

"they’re not liable for it"

(Philippines)

Trip Verified | The flight from Taipei to Manila was an hour delayed. The food was not good and the aircraft doesn’t have IFE. I handed over my baggage with fragile stickers on it to staff at Taoyuan Airport, it arrived in Manila damaged and they told me in their email response that they’re not liable for it.
AircraftA321
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteTaipei to Manila
Date FlownApril 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no



21st June 2019 : Philippine Airlines response

Hi, S Lamate. We're truly sorry for the inconvenience that this has caused you. This is certainly not the experience we want you to have with us. On delays, we assure you that this happens only when it is deemed necessary. We regret to hear of your dissatisfaction regarding our inflight food and the aircraft that your flight has utilized. However, please let us explain that although there are no embedded inflight systems on the said aircraft, you may download our myPAL Player app on your phone/tablet and you can enjoy movies or music on it on-board. For the damaged baggage, please note that you'll need to file a report upon arrival for us to investigate your concern. A bag without any PIR reported upon arrival is considered as received in good condition. We assure you that we have taken note of your feedback and we'll have this forwarded to the concerned offices for their attention and service enhancement. Thank you.

3/10

"flight was fully booked"

(Philippines)

Trip Verified | Bacolod to Manila, PR2132. There was no proper explanation why today's flight was fully booked. The staff were unapologetic. I hope that staff will be more sympathetic when handling this kind of problem. I could have been more accepting of their other flight offers if the staff treated me kindly instead of just letting me wait like an idiot on the side and passing the blame from one person to another.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBacolod to Manila
Date FlownApril 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no



15th June 2019 : Philippine Airlines response

Hi, B Peirs. We sincerely apologize for the way this situation was handled. :( We assure you that we'll talk to the concerned staff to avoid recurrence of this. We're truly sorry for inconvenience that you experienced on your flight from Bacolod to Manila. :( Despite this, we hope that you'll give us another chance to delight you in your future travels so we can try to make it up to you. Thank you.

2/10

"Didn't expected service to be so bad"

(Philippines)

Trip Verified | Didn't expected service to be so bad for PAL. From boarding which they advised the passengers to stand for "boarding" before letting us board the aircraft 20 mins later. "Light meal" was defined as only a Cupp Keyk (a small cupcake that can be bought at variety stores) and water/coffee that you will still need to call the attention of the crew to give you one, was so disappointing. Funny thing also, on their inflight magazine they have an advertisment to vote PAL for the Skytrax awards for "Best Airline" with the specific instructions on how to do it. I guess it somewhat defeats the purpose of passenger's true opinion.
AircraftA321
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteManila to Cebu City
Date FlownApril 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no



15th June 2019 : Philippine Airlines response

Hi, A James. We're so sorry to hear of your disappointment. :( This is certainly not what we'd like to hear. We sincerely apologize for letting you down on your last flight with us especially when it comes to inflight snacks. :( We hear you and we assure you that we have already coordinated with our Catering team regarding this for their attention. On the Skytrax voting, we apologize as well if that's what we made you feel. Instructions were only given but not forced to passengers. We have only provided the said instructions to help us raise our flag in the "World's Best Airline". We highly appreciate your feedback as this certainly helps us in enhancing our services. Thank you and despite this, we hope that you give us another chance to make it up to you on your next flight with us.

3/10

"delayed by 3.5 hours"

(Australia)

Trip Verified | If you can, avoid flying this airline. My wife and I flew from Sydney to Tokyo via Manila. The first flight was delayed by 3.5 hours - an email was sent at 6:03AM the same day to advise of this (which I only received at 7am when I'd already travelled to the airport to be on time for the originally scheduled flight - original flight was scheduled for 10AM). We were rushed through transit at Manila for our Tokyo flight only to sit on the tarmac in the plane for 3 hours! The only update we received was a message from the captain saying we were '5th in line to start taking off' and then about 1.5 hours later, another message saying we were 3rd in line. The crew didn't even bother moving around the cabin until about 2.5 hours in to offer water. Once we landed in Tokyo the airline advised us that they'd lost my wife's bag! They offered us 5000 yen (about $45 USD) and promised they'd deliver the bag to our hotel by two days later (the one thing they actually did do right!). We arrived after the trains and buses had stopped so we had to fork out over 13,000 yen (around $120 USD) to get to our hotel by taxi by 4am in the morning. We had similar issues on the return journey from Tokyo to Sydney (via Manila). A 1.5 hour delay in Manila sitting on the tarmac with the same cryptic message of being 3rd in line. First the captain said we'd be taking off in 15 minutes. Then about 45 minutes later, he said we'd be taking off in 20 minutes. The flight attendants were nice enough when the flight was in transit and we could tell it wasn't their fault. But the operations side of this airline is atrocious. Any normal business would put solving such operational issues at the top of its priority list. It doesn't seem this is happening at PAL unfortunately.
AircraftA330
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteTokyo to Sydney via Manila
Date FlownApril 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no



15th June 2019 : Philippine Airlines response

Hi, S Dean! We're truly sorry for the inconvenience that this has caused you. :( Delays may be caused by different reasons and rest assured, we wouldn't have our flights disrupted if it wasn't deemed necessary. Please let us apologize as well for the way our crew has made you feel and for your delayed baggage. We have taken note of your reported experience and we'll have this forwarded to the concerned offices for their attention. Thank you for taking the time to let us know as this will certainly help us in continuously enhancing our services.

2/10

"No apologies from flight crew"

(Philippines)

Trip Verified | PR 2199 on 17 March Was a 9.50pm flight but took off only after 2hrs - if I recall it right. This could have been understandable since this may be a normal occurrence among airlines especially on evening flights. FAs looked unwelcoming. No apologies from flight crew of the delay, even if the reason is beyond their control. After take-off, FAs distributed inflight snacks, a small cupcake which is down from the better snacks served during previous flights. My ticket was no baggage allowance for the lowest economy bookingcfare. I am not really expecting much from this flight since it is just a 45min flight, it could have been better if the flight experience is beyond normal. This flight operated by PALexpress but could have been more pleasant.
AircraftA320
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLaoag to Manila
Date FlownMarch 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no



6th June 2019 : Philippine Airlines response

Hi, A Lamarones. We're truly sorry that we and our cabin crew let you down on your last flight with us from Laoag to Manila. :( Regarding our inflight snacks, we sincerely apologize for the disappointment you've felt. We hear you and we assure you that we have already coordinated with our Catering team for their attention and assesment. Despite this, we hope that you will still give us another chance to delight you in your future travels. Thank you!

2/10

"all my flights delayed"

(Philippines)

Trip Verified | Puerto Princesa to Manila. Almost all my flights with PAL since the year started was always at least 2hrs delayed. As for this current flight, we’re delayed for 4hrs. Considering that this was supposed to be an early morning flight, most of the passengers have not even eaten their breakfasts yet, but PAL didn’t even serve food. There were even some senior citizens and a PWD in the flight. The reason the ground crew gave why the flight was delayed is “aircraft maintenance”. I don’t really know how you maintain an aircraft but I do know that these things should be scheduled in advance. By doing so, they should know fairly early that a certain flight will be disrupted because of said maintenance. At the very least, they should not sell tickets for flights that will be affected. Scheduling aircraft maintenance an hour before a flight shows how poorly this airline is being managed. It would have been okay if there are other airline options, but no, we’re stuck with PAL. Considering that the flight is 4hrs delayed, I asked if I could be transferred to another flight that’s early, even to be downgraded to economy or to another airline but they couldn’t. I guess the other flights are full and of course, those with connecting flights need to be given priority. With the poor quality of service that Philippine Airlines is showing recently, I don’t think it deserves the 4 star rating that it was previously awarded with.
AircraftA321
Type Of TravellerBusiness
Seat TypeBusiness Class
RoutePuerto Princesa to Manila
Date FlownApril 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no



6th June 2019 : Philippine Airlines response

Hi, G Ison! We're truly sorry for the disappointment you've felt. We too do not want to delay our flights as we know how inconvenient it is for our passengers. However, we hope for your understanding as we wouldn't disrupt a flight if it wasn't deemed necessary. As you've mentioned that it was due to aircraft maintenance, please do note that this was to ensure your safety which is our priority. We'd like to apologize as well for the way that the said delay was handled. We assure you that we have your reported experience noted and we'll have it forwarded to the concerned offices for their attention and service enhancement. Thank you.

3/10

"I found the food very plain

(Philippines)

Trip Verified | Osaka to Manila. I found the food very plain and tasteless and vegetables mushy. The legroom very tight on this A321 and very uncomfortable, no inflight entertainment provided on a seatback TV.
AircraftA321
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteOsaka to Manila
Date FlownApril 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no



28th May 2019 : Philippine Airlines response

We are sorry if you were disappointed with our inflight service, Mike. We'll take note of your feedback and we'll look into this. We appreciate that you brought this matter to our attention as it will help us enhance our services. Thank you, Mike!

2/10

"inadequate food and beverage"

(Australia)

Trip Verified | Sydney to New York via Manila. Booking website didn't work well for me and Check in wasn't possible online. At the airport, on a single ticket I could not check through both sectors, even though my luggage could. NAIA T2 was a horrible place to wait. It felt more like a bus terminal than an airport, minimal facilities and extremely uncomfortable. No pay per visit lounge either. Did not have my beverage selection on first drinks. Meal selection ran out before the cart was half way down the plane. Nothing worth watching on inflight. Wifi ran out before I'd used it - somehow after I'd switched it on, my phone went through 30MB while it was on standby. Not PAL's fault but a more generous quota would be better. Baggage was left behind and didn't arrive until the net day where I got 10 minutes notice of its delivery. This was my fourth flight sector with PAL on a single reservation. Every flight departed late, shortest delay was 1 hour, longest was 3. Every flight had inadequate stocking of inflight food and beverage. I would only use PAL again as no other airline could travel the very specific route I required.
AircraftA350 / A321
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSydney to New York via Manila
Date FlownApril 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no



28th May 2019 : Philippine Airlines response

Hello, Mr. Morton. We appreciate that you shared these concerns to us and we assure you that we'll be taking note every point that you raised. We would like to share to you that you may also try using your ticket number should you wish to check-in online if in case the booking reference will not work. Also, we'll coordinate with the proper office of the airport to share your concerns regarding above mentioned facilities. Lastly, we are taking note of each feedback with regard to our inflight services so our valued passengers may enjoy their flight hassle-free. Thank you very much for your time, Mr. Morton! :)

8/10

"Great service from FA"

(Australia)

Trip Verified | Manila to Brisbane. Departing Manila into Brisbane, 18 April in business class, on time. Luggage and security check went smoothly, check-in was quick and staff helpful for me and hubby be seated together. Boarding was orderly, cabin was clean with FA ready to ease flow of passengers traffic. Food was great, reasonable portion and good selection of both food and drinks. Flat beds with pilows and quilts so comfy and light, had a good hours of snoozing and resting. Great service from FA assigned in our cabin. IFE, great, only complaint was toilet/lavatory water-less tap but a provision of big bottle of mineral water been provided which is a lot better than without. 30mb free wifi good but can be better with more. Purser distributed "free" more wifi last hour before arrival which was useless. Kudos to PAL keeping up with its 4star rating. Great flight.
AircraftA321-231
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteManila to Brisbane
Date FlownApril 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes



21st April 2019 : Philippine Airlines response

Hi, Raquel. We're glad to hear that you've enjoyed your last flight with us! This certainly motivates us to continuously enhance our services. On your feedback regarding our water-less tap, we're truly sorry for the inconvenience that this has caused you. :( We assure you that this does not happen on all of our flights. We have also taken note of your feedback regarding our myPAL Wifi. Thank you as this will certainly help us in our services. :) We hope to see you again on-board!