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 935 reviews
5/10
4 star Skytrax Rating
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1/10

"ticket had a zero luggage allowance"

(United Kingdom)

Trip Verified | I recently flew with Philippine Airlines and was extremely disappointed by the lack of communication regarding baggage allowances. I was not aware that my ticket had a zero luggage allowance, and I would be charged per kilogram, a cost that ultimately exceeded the price of the ticket itself. On another segment of my journey, I was allowed a 10-kilogram baggage allowance. This inconsistency left me feeling misled and inconvenienced.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBusuanga to Cebu
Date FlownFebruary 2025
Seat Comfort 12345
Ground Service 12345
Value For Money 12345
no



7th February 2025 : Philippine Airlines response

Hello, M Halpen. We appreciate you sharing your experience with us. Kindly allow us to share that baggage allowance varies depending on the specific flight routes and the fare class selected at the time of booking. The baggage allowance linked to your ticket is displayed during the booking process, ensuring transparency before finalizing your purchase. If your ticket was booked through our website (www.philippineairlines.com), the system provides a step-by-step guide that includes baggage details. However, if you booked through a travel agency, we recommend reaching out to your issuing agent for further clarification. For any future inquiries, our 24/7 Support Team is available on our official social media channels (Facebook, Instagram, Twitter/X), ready to assist you at any time. We hope to welcome you on board again soon, and we appreciate the opportunity to serve you better.

10/10

"Flight was smooth and on time"

(Philippines)

Trip Verified | Morning flight on PR from Daraga to Manila. I have international connection in a separate booking booking but check in agent made it sure my luggage was checked through to my final destination which was so much appreciated as it saved me time and effort at Manila Airport. Flight was smooth and on time. Ticket price was reasonable.
AircraftA320
Type Of TravellerSolo Leisure
Seat TypePremium Economy
RouteDaraga to Manila
Date FlownJanuary 2025
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes



2nd February 2025 : Philippine Airlines response

Hi, C Balsen. Thank you for sharing your experience! We're glad to hear that your flight from Daraga to Manila was smooth and on time. It's great to know that our check-in agent was able to assist with checking your luggage through to your final destination, making your journey more convenient. We truly appreciate your kind words and your trust in Philippine Airlines. Wishing you safe and pleasant travels ahead!

5/10

“the crew showed how untrained they are”

(United States)

Trip Verified | About 3 hours before landing, a passenger seated 31D fell off her seat. We as passengers got very alarmed while the stewardesses being as robotic as they are, took about a good 3 mins before responding to our requests for assistance. I am a retired US military with basic CPR knowledge and knew the crew showed how untrained they are to render basic medical assistance, another 5 mins past before they finally announced for any doctor/nurse assistance from the passengers. After about an hour the patient was given medical assistance, the head steward was more worried about the signing of disclaim papers than worrying about the persons condition. On top of that, we passengers, experienced the most rough and bumpiest landing at MNL, I have been riding airplanes since i was a child and a C130 can land smoother on a dirt runway than what we had to experience landing that night at MNL.
AircraftBoeing 777-200
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLos Angeles to Manila
Date FlownJanuary 2025
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no



26th January 2025 : Philippine Airlines response

Hi, Reynaldo. Thank you for sharing your experience with us. We appreciate your detailed account and take all feedback seriously as we continuously work to improve our services. We understand your concerns regarding the response to the medical situation on board and your observations about the landing experience. Your input is invaluable in helping us assess and address such matters with the appropriate teams. To better investigate this matter, we kindly invite you to share your flight details with us via our official social media channels, X or Instagram (@flyPAL). This will enable us to escalate your concern to the relevant offices for a thorough review. Thank you for bringing this to our attention, and we hope to provide you with a better experience in the future.

10/10

"Ticket price was reasonable"

(Philippines)

Trip Verified | Manila to Legazpi (DRP) on Christmas Day. Flight was full but went smooth. Check-in was a breeze. Mabuhay Lounge food was OK, though I was hoping for some extra flare on this special day. Wasn't a problem though. Flight took off slightly ahead of schedule. Bags first to arrive at DRP due to Elite status. Ticket price was reasonable for this season.
AircraftA320
Type Of TravellerSolo Leisure
Seat TypePremium Economy
RouteManila to Legazpi
Date FlownDecember 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes



14th January 2025 : Philippine Airlines response

Hello, C Halsen. Thank you for choosing to fly with us on Christmas Day and for sharing your experience. We're glad to hear your flight went smoothly, and you enjoyed the quick check-in and timely departure. It's also great to know your Elite status made a difference in the arrival of your bags. We hear you about the Mabuhay Lounge. Special moments like Christmas deserve that extra touch, and your feedback is valuable in helping us improve. We look forward to welcoming you on board again soon and hope to make your next journey even better. Safe travels!

1/10

"bags were over the weight limit"

(United States)

Trip Verified | We arrived at the Denpasar ticketing counter 2.40 prior to our flight, we each had 1 personal item, 1 carry on and 2 checked bags. The agents told us our check in bags were over the weight limit. The same items we checked in at LAX. Mind you I only bought a face scrub in Bali that was less than a kilogram and nothing else. We took items from the check in bags until they were satisfied. Now the agents said our personal items were too big (too wide) and could not be carried on the plane. I have been carrying the same bag everywhere I travel and had no issue. At some point they decided to bring our bags from the airplane and said we could not travel unless we put our staff on the check in bag and pay $200. Since we were running out of time, we paid the $200.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteBali to Los Angeles via Manila
Date FlownSeptember 2024
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no



7th December 2024 : Philippine Airlines response

Hello, S Keane. Thank you for reaching out to us. We understand that traveling can sometimes be stressful, and we truly appreciate you taking the time to share your experience with us. Our team is dedicated to ensuring the safety and comfort of all passengers, and as part of our efforts, we must adhere to baggage policies regarding size and weight. We understand that this may have caused inconvenience, especially with your familiar travel items, and we appreciate your cooperation in this matter. We are grateful for your patience and understanding, and we remain committed to providing you with a seamless experience. Should you have any further questions or concerns, please feel free to contact us at [email protected] or through our social media handles @flypal (X on Instagram). We are here to assist you.

2/10

"very bad service"

(Philippines)

Not Verified | November 8, 2024, PR655, RUH-MNL, Premium economy 23K Assigned crew was very rude. He didn't even do a water service, can you imagine 10 hours flight without water service? Except during meal. We are expecting very high quality of customer service in PAL but I think I choose wrong airline even I'm a Filipino, you are very far among the middle east airlines service. Food portion is very small, you have coffee cup in food tray but you didn't offer even coffee or tea, very bad service, I will not fly with PAL again.
Type Of TravellerSolo Leisure
Seat TypePremium Economy
RouteRiyadh to Manila
Date FlownNovember 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no



12th November 2024 : Philippine Airlines response

Hi, Gilbert. Thank you for reaching out to share your recent experience with us on flight PR655 last November 8, 2024. We understand how important it is for our passengers to feel well-cared for, especially during a long flight. Your feedback about the lack of water service, food portions, and beverage offerings is valuable to us, and we apologize for any discomfort caused by these oversights. Please know that we’re committed to making the necessary improvements to ensure these issues don’t happen again. Your experience has been shared with the relevant teams, and we’re taking steps to enhance our onboard service to meet the standards our passengers expect and deserve. If you would like to provide further details, or if there’s anything more we can do to assist, please feel free to reach out directly at [email protected]. Thank you again for bringing this to our attention, and we hope for the opportunity to welcome you onboard with an improved experience in the future.

10/10

“genuine service”

(Saudi Arabia)

Trip Verified | Initially booked in Economy Class but when I was about to board agent took my boarding pass and voila got upgraded to Business. One thing that stands out with Philippine Airlines is the hospitality and warmth of their crew both on ground and on board. Food may not be at par with other big Asian carriers but for what they lack makes it up with their service. One thing to consider as well is the ticket price being the most affordable. I'll keep using PR as it is the most convenient, affordable and with genuine service. PR's exclusive Mabuhay Lounge at MNL T1 is one the best thing that happened with PR so far. Keep it up!
AircraftA330
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteManila to Riyadh
Date FlownSeptember 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes



12th November 2024 : Philippine Airlines response

Hi, B Martin! Thank you for sharing such a wonderful experience with us! We're thrilled to know that your unexpected upgrade to Business Class added a special touch to your journey. Your kind words about our crew’s warmth and hospitality mean a lot to us, and we’re glad to hear that you felt well cared for both on the ground and in the air. While we continually work to enhance our inflight menu, it’s heartening to know that our service made a positive impact on your experience. Thank you also for recognizing the value we strive to offer, and we’re delighted that you enjoyed the comfort of our Mabuhay Lounge at NAIA Terminal 1. We look forward to welcoming you onboard again soon, where we hope to provide even more memorable journeys. Mabuhay!

3/10

"their emails promptly ceased"

(Australia)

Trip Verified | As a consequence of a rerouted flight, we flew Philippines Airlines from Manila to Sydney, our luggage did not fly with us and was delivered to us 7 days later after we arrived home, to find our electrical items were missing from our bags, a gift that was not properly rewrapped and was broken and the handle of our luggage was broken. The electrical items were supposedly retrieved as they stated they were a banned items in checked baggage and supposedly sent the following days flight. After 26 emails to and from Philippines Airlines baggage department, their replies only stated that Sydney will be in contact with us, then their emails promptly ceased when I questioned, how were they sent and can I please have a Sydney contact. Their emails promptly ceased, as my questions became too hard as to why these electrical items were taken from our bags (when researched, these items are allowed as carry on as well as checked baggage ) and where is the proof that they were ever forwarded to Sydney on the following day. They have to review their processes and training, which are very much lacking, to claim the we care label they have adopted. I will never fly Philippine Airlines in the future
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteManila to Sydney
Date FlownSeptember 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no



9th November 2024 : Philippine Airlines response

Hi, Maureen. Thank you for reaching out to share your experience. We understand how frustrating it must have been to have your baggage delayed and to encounter damage to your items upon their arrival. We take these concerns seriously, and we’re truly sorry for the inconvenience this has caused. To ensure that your case is addressed, we’ve located your PAL Case Reference Number and have followed up with the handler on your behalf. Please check your email for any updates as we continue working to resolve this matter. We’ll do our utmost to provide the support you need. Thank you again for letting us know, and for allowing us the opportunity to improve.

1/10

"still waiting in the bridge"

(Philippines)

Trip Verified | Delayed, PR512 average delay is an hr. For today, 25 Oct, the estimated time of departure was moved twice, originally from 1950H then to 2115H then to 2145H. As of this writing, we have not yet flown and still waiting in the bridge, 2231H. Then just announced that we have to wait further.
AircraftA321-200
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteSingapore to Manila
Date FlownOctober 2024
Seat Comfort 12345
Ground Service 12345
Value For Money 12345
no



26th October 2024 : Philippine Airlines response

Hi, M. Cruz. Thank you for reaching out to us, and we completely understand your sentiments. We know how valuable your time is, and we’re sorry for the inconvenience caused by the delay on your flight, PR512 yesterday, October 25, 2024. Upon review, we can confirm that the flight was delayed due to adverse weather conditions. In situations like these, our top priority is to ensure that it is absolutely safe for our passengers and crew before we proceed with operations. We note that your flight’s original departure was adjusted from 7:50 PM to 9:15 PM, then to 9:45 PM, with actual departure recorded at 10:40 PM. Once again, we apologize for the disruption this has caused and we hope that you arrived safely in Manila. Thank you for your patience and understanding, and please know that your experience is very important to us.

6/10

"Not a good flight this time"

(Australia)

Trip Verified | Not a good flight this time. Not sure why service levels on all airlines seem to be declining recently. Firstly, aircraft had not arrived at Perth airport due to a maintenance issue. I had to wait another twelve hours for the aircraft to arrive. Surely an airline as big as PAL could have had an aircraft on standby? Offered a breakfast and taxi voucher to get home as compensation, not very good at all. Yes, I got an exit row seat, but in my opinion at a very high cost. Aircraft was new, but meals were very basic to say the least. Manila to Cebu, be aware, flying this leg on PAL Express. As a result, service levels were non existent. This flight was also thirty minutes late. Looked pretty much like the cabin crew really didn't want to be there. That's all I can say really, not sure if I will ever want to fly PAL again.
AircraftA321
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RoutePerth to Cebu via Manila
Date FlownOctober 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no



15th October 2024 : Philippine Airlines response

Hi, A Warten. We understand that flight delays and service disruptions can be frustrating, and we apologize for any inconvenience caused. We appreciate your feedback regarding the maintenance issue that delayed your flight and the service levels on board. We're committed to ensuring the reliability of our fleet and improving our onboard services. We're taking your feedback seriously and will be implementing necessary changes to prevent similar issues from happening in the future. We hope that you'll give us another chance to provide you with a better travel experience. Your satisfaction is our top priority, and we're dedicated to continuous improvement. Thank you for choosing Philippine Airlines.