"we received no assistance"
Carlo Canela (United States)
Type Of Traveller | Family Leisure |
Seat Type | First Class |
Route | Manila to San Francisco |
Date Flown | September 2023 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Inflight Entertainment | 12345 |
Ground Service | 12345 |
Wifi & Connectivity | 12345 |
Value For Money | 12345 |
Recommended | no |
29th September 2023 : Philippine Airlines response
Hi, Carlo. We strive to provide our whole-hearted service to all of our passengers, especially passengers with special needs, and we regret to hear your experience with us. We've already located your booking and are in the process of forwarding your feedback to the relevant departments for further attention and improvement. Additionally, we'd like to inform you that if you plan to bring your own powered wheelchair, ventilator, respirator, POCs, stretcher, or any other personal mobility aids, please let us know at least 48 hours in advance by contacting our Reservations Hotline. This way, we can make the necessary arrangements for your journey. You can find more details about this on our website: https://www.philippineairlines.com/en/before-you-fly/special-needs-and-request/senior-citizen-and-pwd We appreciate you taking the time to share your concerns with us as we are continually working to enhance our services and ensure a smooth and reliable travel experience for all our passengers. We hope you'll consider giving us another opportunity to provide you with an improved level of service. Thank you.
Philippine Airlines customer review
RL L (Philippines)
Type Of Traveller | Business |
Seat Type | Economy Class |
Route | Singapore to Manila |
Date Flown | September 2023 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Inflight Entertainment | 12345 |
Ground Service | 12345 |
Wifi & Connectivity | 12345 |
Value For Money | 12345 |
Recommended | no |
29th September 2023 : Philippine Airlines response
We regret to hear of your disappointment especially given that you are one of our Elite Mabuhay Miles members, RL L. We truly understand how frustrating flight disruptions are and we sincerely apologize for the inconvenience that this has caused you. We make every effort to keep our flights on schedule, but your safety is our utmost priority. Thus, there are instances when we'll have to disrupt flights due to safety or operational concerns. While we try to inform our passengers regarding the changes on their flights as soon as they are confirmed, we're truly sorry to hear that we've made you feel that we were not able to communicate these disruptions properly. We have taken note of your feedback and we assure you that we are continuously working on this. We also assure you that our team is committed to minimizing these disruptions and to provide necessary assistance to affected passengers. Thus, if you have other concerns or if you need further assistance, please do not hesitate to send us a message through any of the platforms listed on our Contact Us page. https://www.philippineairlines.com/en/about-us/contact-us/global-reservation-hotline Thank you.
"the worst airline ever"
1 reviews Larry Cajucom (Philippines)
Type Of Traveller | Business |
Seat Type | Economy Class |
Route | Jakarta to Manila |
Date Flown | September 2023 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Inflight Entertainment | 12345 |
Ground Service | 12345 |
Wifi & Connectivity | 12345 |
Value For Money | 12345 |
Recommended | no |
22nd September 2023 : Philippine Airlines response
Hi, Larry Cajucom. We strive to provide all of our passengers, especially our frequent flyers, with a seamless and reliable travel experience and we regret to hear that we have let you down in this regard. Please accept our sincerest apologies for this. We understand how frustrating it is to be unable to check-in and select seats online. We assure you that we are actively working to enhance the user-friendliness of our website to ensure a smoother experience for our passengers. In the meantime, please reach out through any of the platforms listed on our "Contact Us" page if you encounter any errors while checking in so we can look into this further and provide you with necessary support. https://www.philippineairlines.com/en/about-us/contact-us/global-reservation-hotline We acknowledge your concerns about the in-flight entertainment options and food quality. Please be advised that the inflight entertainment system varies on the aircraft to be used for your flight. While the myPAL eSuite (embedded inflight entertainment system) may not be available on the utilized aircraft of your flight, please note that we have the myPAL Player which is an app that you may download on your personal devices to keep you entertained inflight. However, we are continually working to upgrade our in-flight services, including entertainment options, and we appreciate your patience as we make improvements. Your comments about our food will be shared with our catering team for review and enhancement. We understand that you may feel limited in your airline choices when traveling to the Philippines, and we appreciate your loyalty despite your recent experiences. We genuinely want to make your future journeys with us more enjoyable and comfortable. Please be assured that we are actively working on addressing the issues you've raised, and we hope to provide a more satisfying experience on your next flight.
"lack of information"
H Marbella (Canada)
Type Of Traveller | Solo Leisure |
Seat Type | Economy Class |
Route | Manila to Vancouver |
Date Flown | September 2023 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Ground Service | 12345 |
Value For Money | 12345 |
Recommended | no |
22nd September 2023 : Philippine Airlines response
Hi, H Marbellaa. We sincerely apologize for the inconvenience you experienced during your flight with us. We deeply regret any frustration or discomfort that this situation may have caused you. We're truly sorry to hear the confusion regarding baggage check through as well. We understand the importance of providing accurate information to our passengers, and we will work with our customer service team to enhance the quality of our assistance. We also deeply regret any instances of perceived rudeness or a lack of empathy from our staff in Honolulu. We hold our employees to the highest standards of professionalism, and we will take immediate steps, including additional training, to ensure such incidents do not recur. We genuinely value your feedback as it helps us identify areas in need of improvement. It is disappointing to hear that you have experienced delays and a lack of information during your travel with us. We assure you that we are committed to enhancing our services and will be reviewing our processes to minimize delays and improve communication with our passengers. Once again, we apologize for the inconvenience you experienced during your recent travel with us. Your feedback is invaluable to us, and we are dedicated to making the necessary improvements to provide a better experience for our passengers. Thank you for choosing Philippine Airlines, and we hope to have the opportunity to serve you better on your future journeys.
"poorly managed organisation"
2 reviews L Angelo (United Kingdom)
Type Of Traveller | Solo Leisure |
Seat Type | Economy Class |
Route | Brisbane to Manila |
Date Flown | July 2023 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Inflight Entertainment | 12345 |
Ground Service | 12345 |
Wifi & Connectivity | 12345 |
Value For Money | 12345 |
Recommended | no |
16th September 2023 : Philippine Airlines response
Hi, L Angelo. We would like to extend our sincerest apologies for the inconvenience and frustration that your wife experienced during her recent flight with Philippine Airlines. We understand the importance of providing seamless travel experiences and deeply regret any inconvenience that may have arisen. We are truly sorry to hear about the challenges you and your wife faced when attempting to contact our customer service team. Such experiences do not align with the level of service we aspire to deliver. Your feedback regarding this matter has been duly noted and will be forwarded to the relevant departments to prevent similar occurrences in the future. Furthermore, we would like to apologize for the inconsistencies in the information provided regarding your wife's flight. As we have checked, we can confirm that flight PR222 on July 2, 2023, was indeed cancelled due to necessary maintenance requirements, which are vital for the safety of our passengers and crew. We understand the impact this had on your wife's travel plans and are committed to providing the necessary support. To facilitate a resolution, we kindly request that you provide your wife's details through any of our social media platforms. This will enable us to investigate the matter further and take appropriate action. Please accept our sincere apologies once again for the inconvenience you and your wife have experienced. We remain dedicated to assisting you and look forward to addressing your concerns. Thank you and we hope to serve you better in the future.
"just absolutely terrible"
1 reviews A Karanidos (Belgium)
Type Of Traveller | Solo Leisure |
Seat Type | Economy Class |
Route | Cebu to Bangkok via Manila |
Date Flown | April 2023 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Inflight Entertainment | 12345 |
Ground Service | 12345 |
Wifi & Connectivity | 12345 |
Value For Money | 12345 |
Recommended | no |
10th September 2023 : Philippine Airlines response
Hello, A. We deeply regret the distressing experience you encountered during your recent travel with us. Your description of the events is genuinely concerning, and we understand your frustration. We sincerely apologize for the inconvenience caused by the flight delay and cancellation, as well as the subsequent complications you faced. Our passengers' comfort and convenience are of utmost importance, and what you've described falls far short of our service standards. Regarding your reimbursement, we're truly sorry for the delay in addressing your request. We would like to assure you that we take this matter seriously, and we are committed to resolving it as soon as possible. To expedite this process, we kindly request that you reach out to us through our social media channels with your booking details. This will allow us to locate your case promptly and provide you with updates on its status. We greatly appreciate your patience and understanding as we work to rectify this situation. Rest assured, we are dedicated to ensuring a fair resolution for you. Thank you for bringing this matter to our attention, and we look forward to assisting you further through our social media channels.
"super stressful flights"
J Hancock (Australia)
Type Of Traveller | Business |
Seat Type | Business Class |
Route | Melbourne to Los Angeles via Manila |
Date Flown | July 2023 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Inflight Entertainment | 12345 |
Ground Service | 12345 |
Wifi & Connectivity | 12345 |
Value For Money | 12345 |
Recommended | no |
4th September 2023 : Philippine Airlines response
Hi, J Hancock. We appreciate you taking the time to provide us with your feedback regarding your recent travel experience with us. We are truly sorry to hear about the inconveniences and issues you encountered during your journey. Your experience on the Melbourne to Manila leg in our Business Class is indicative of the standard of service we strive to offer, and we are delighted to hear that you were satisfied with this segment of your trip. However, we deeply regret the discomfort you faced on the subsequent legs of your trip. Our teams are continuously working to ensure that all aspects of your travel experience meet the highest standards, particularly in Business Class, and we would like to reiterate our sincerest apologies for the inconveniences you've experienced. We understand that seat functionality and in-flight entertainment are critical components of this experience, and we apologize for the inconvenience caused by the malfunctioning seats and entertainment systems on multiple flights. We understand that this disrupted your travel plans and led to a stressful experience. Your feedback will be shared with our maintenance and cabin crew teams to address the issues and ensure such incidents are minimized or eliminated in the future. We are committed to ensuring that our valued passengers in Business Class are given the priority they deserve, and we would like to ask for your details so we can have this investigated and to prevent similar situations from occurring in the future. Additionally, we are sorry to hear about your less-than-ideal experience during your layover in Manila. We acknowledge that airport facilities and lounges play a crucial role in the overall passenger experience, and while the airport facilities are beyond our control, we assure you that your feedback will be shared to the relevant offices for their attention and service enhancement. We genuinely value your patronage and would like to extend our sincere apologies for falling short of your expectations during this journey. Please do not hesitate to send us your details through our feedback form so we can look into your reported concerns and be able to provide you with necessary assistance. https://www.philippineairlines.com/about-us/contact-us/customer-feedback Thank you for choosing Philippine Airlines, and we hope that you will give us another opportunity to provide you with better service.
"expected some sort of compensation"
N Hasoren (Finland)
Type Of Traveller | Solo Leisure |
Seat Type | Economy Class |
Route | Manila to Singapore |
Date Flown | August 2023 |
Ground Service | 12345 |
Value For Money | 12345 |
Recommended | no |
4th September 2023 : Philippine Airlines response
Hi, N Hasoren. We would like to extend our heartfelt apologies for the inconvenience you recently encountered during your travel with us. We understand that disruptions to your travel plans can be highly frustrating, and we deeply regret any added stress caused by our Reservations team. Our primary goal is to provide our passengers with seamless and hassle-free travel experiences, and we acknowledge that, in this occasion, we fell short of our commitment to you. Please accept our sincerest apologies for this. Your safety is our top priority, and there are instances when we must make adjustments to flight schedules due to operational or safety considerations. However, we also recognize that these changes had a significant impact on your travel plans, particularly your connecting flight to Helsinki. We are genuinely sorry for the lack of assistance you received when you contacted our hotline. Your feedback is invaluable, and we will ensure it reaches the relevant department so that we can make necessary improvements to our customer service. Once again, we apologize for any inconvenience you faced during this journey. Your feedback is crucial in helping us enhance our services for future travelers. While we cannot change the past, you may opt to provide us with your details and further information through the following link: https://www.philippineairlines.com/about-us/contact-us/customer-feedback so we can investigate the matter further and assess your compensation request. Thank you and we hope you will consider giving us another opportunity to serve you better on your next journey with Philippine Airlines.
"customer service isn't that great"
Jay Marasigan (Canada)
Type Of Traveller | Family Leisure |
Seat Type | Economy Class |
Route | Vancouver to Manila |
Date Flown | August 2023 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Inflight Entertainment | 12345 |
Ground Service | 12345 |
Value For Money | 12345 |
Recommended | no |
28th August 2023 : Philippine Airlines response
Hi, Jay. We sincerely apologize for any inconvenience you've encountered during your trip with us. We appreciate your feedback as it helps us identify areas for improvement as we continuously work to enhance our services. We are delighted to hear that our flight attendants and ground crew met your expectations with their service. However, we deeply regret to learn about the issues you encountered with your damaged baggage and the unresponsive video screen during your return flight. Please accept our sincerest apologies for any frustration or inconvenience this may have caused. We understand the frustration of having a new suitcase damaged and we are truly sorry that the compensation you received was not what you've hoped for. Your feedback regarding this matter will be forwarded to our baggage team, and we will review our policies to ensure a more satisfactory resolution in similar cases moving forward. Furthermore, we apologize for the delay in responding to your email sent to [email protected]. We understand that timely communication is crucial, and it is disappointing to hear that you have not received a response even after a month. We were able to retrieve your email and we will make every effort to address your concerns promptly. Your satisfaction is of utmost importance to us, and we will work diligently to resolve this issue. Once again, we apologize for any inconvenience you've experienced, and we thank you for bringing these issues to our attention. We look forward to the opportunity to regain your trust and welcome you on board again in the near future.
"PAL is seriously messed up"
Zoe Riley (Japan)
Aircraft | A321-200 |
Type Of Traveller | Family Leisure |
Seat Type | Economy Class |
Route | Manila to Hong Kong |
Date Flown | August 2023 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Inflight Entertainment | 12345 |
Ground Service | 12345 |
Wifi & Connectivity | 12345 |
Value For Money | 12345 |
Recommended | no |
22nd August 2023 : Philippine Airlines response
Hi, Zoe. We sincerely apologize for the series of inconveniences you've faced during your recent flights with us. We understand your frustration with the flight cancellations, last-minute changes, and check-in issues you encountered. This falls short of our service standards, and we deeply regret the confusion and hassle you experienced. We appreciate your feedback, which helps us identify areas for improvement. Rest assured that we take this matter seriously, and we will conduct a thorough review to prevent similar incidents from happening in the future. We understand your decision to explore other airlines, but we hope you'll reconsider flying with us in the future. We are committed to enhancing your travel experience and providing the reliability and punctuality you deserve. Thank you for bringing this to our attention, and we apologize once again for any inconvenience caused.