Philippine Airlines

Not Verified | The service was great and the food was good. The seats are not comfortable and for business class and the money you pay this is not acceptable. We couldn't sleep because of it. The bags were not routed to the the plane going to Cebu. We had to go to baggage claim, get our bags, go through security again, check our bags in again. Awful!! The layovers are the really bad part. When we booked the flight they said 2 hour layover. The day we were leaving they said it had been changed to 3.5 hours - then when we checked in they said 6 hours, then at Manila airport it got bumped to 9 hours!! All with no explanation - our appointments in Cebu were toast. I called to have them change to Cathay, who we've flown and never had a problem and they said because we booked thru American Express we cannot change airlines. They later said that because the flight was in progress (waiting in Manila) they won't change anything. This airline used to be good but is now the worst airline ever!

✅ Trip Verified | Check-in at Ninoy Aquino International Airport was remarkably easy and organized for NAIA. Our flight was delayed by an hour due to the aircraft being towed to the gate approximately 15min before scheduled departure time. Boarding was organized, I liked that they boarded senior citizens like myself and my wife earlier. The cabin service was excellent, the flight was very smooth and comfortable. Some minor knit-picking, the interactive map was not functioning for the entire flight which disappointed me and my wife's entertainment screen did not function at all. No other problems were noted. We did receive all of our luggage at Honolulu International when we arrived. PAL must work on it's on-time performance and fix some of the glitches on their aircraft in order to remain competitive. Unfortunately for PAL NAIA is probably PAL's biggest Achille's heel, being too outdated and overcrowded. Also terminals are very far apart with not transit linking any of the terminals. A new airport is being constructed in nearby Bulacan Province which will improve access to the Philippines, and PAL can add newer aircraft to it's fleet.

✅ Trip Verified | I booked a flight to Asia with them from LAX and they canceled one day before the actual flight, changed the flight to another one 10 days later. I had to spend hours just to try to speak to someone on 5 different lines of communication (messenger only), and hours later, they would say "oh as a courtesy, we won't charge any fees to change but you only get one change", despite the cancelation and flight change being 100% their fault, and offered dates that were still 5 days from the original date. No reimbursements, no apologies as the agent kept stating that he would cancel my itinerary instead of answering my questions on alternative available flights as he kept saying "until you have a definite answer". I ended up having to request a full cancelation and refund, so I could book an immediate international flight leaving the next day (costing me much more) and the agent has said that the refund will be completed in 90 days, after initiating the refund request. While looking up more on their policies, there are multiple reviews of customers stating their experiences with sudden cancelations and delays and how they still have not received their refunds. Just do your research and due diligence but I cannot trust nor will use Philippine Airlines again.

✅ Trip Verified | The most horrendous service you could possible imagine! What were supposed to be simple Sydney to Tokyo return flights (via manila) ended up in a horrible mess of late minute changes, then more changes, and insistence that I pay for the many costs involved, including the most ridiculous one of all; I pay for accommodation for three nights due to an enforced three day stop over in manila. None of this was of my doing - all decided by Philippine Airlines, and not one sensible reason ever given for any of the changes. Their 'help lines' and 'support' are non existent - number either do not work or are answered by ostensibly caring people with no authority or desire to actually do anything to help. Disgraceful - I'm surprised they are still in business.

Not Verified | The worker at Los Angeles that helped us at check-in was very accommodating and helpful. The cabin crew helped us when we couldn't find a space in the overhead bin near our seats and informed us where they placed. Had no problems with entertainment. Flying back from Manila is a completely different story. The entertainment on MNL to LAX kept buffering, and the flight map showed multiple times that it was unavailable. For the workers, most of those on the Manila to LA flight looked like they hate their job. The check-in worker was so strict on the weight of our carry-on luggage so we had to remove some belongings, which didn't happen to us in Los Angeles. Not one cabin crew member informed us where they placed our luggage when there was no overhead bin space near our seats, so we had to wait for basically every passenger to leave so that we could find our luggage. I don't know why there was such a discrepancy between the workers in LAX vs. MNL, but the check-in and flight back was honestly the worst airport experience I've had so far.

✅ Trip Verified | We experienced horrible customer service. We were spoken down to, treated with disrespect and distain. I would never again fly with a company that has zero interest in keeping its customers happy.

✅ Trip Verified | This flight is a replacement schedule for the original flight schedule that was changed three times. The original flight was supposed to head to HNL then connect to LAS via a different airline. The original schedule had at least 5 hours layover which we were going to use to meet some relatives at the airport. PAL made adjustments three times until it already affected the connecting flight schedule, which PAL did not adjust. If I hadn’t informed them about this, it would have been a disaster. So the replaced the original schedule into a completely different schedule and airports. We have to cancel meeting with my relatives. Not the first time this happened. Similarly, The outbound flight 10 days ago was also replaced with a different flight schedule and plane. Also noticed food is not as great as what it was a decade ago. We are seriously thinking we won’t fly PAL again in the future unless they improve.

Not Verified | I just had bad flight because there was no AC. No entertainment during 4 hours flight. It's wasn't like a full service airline. Also they moved gate suddenly in Bali and Manila. Overall 4 star based on my experience.

✅ Trip Verified | This an addendum to my previous review of PAL Flight 101, Honolulu to Manila departing HNL 20 May 2023, arriving MNL 21 May 2023. My biggest issue the our missing baggage of which I am pleased to report that our remaining luggage was just delivered today 23 May 2023 at approximately 12:30pm Manila time to our hotel in Eastwood City, Quezon City, Philippines. All three pieces were delivered intact by the courier contracted by Philippine Airline. I wish to thank PAL for their hard efforts in retrieving our missing luggage. I am pleased with PAL's efforts and with their ground and cabin service I am happy to say I will fly them again.

✅ Trip Verified | Flight was delayed approximately 3.5hrs taking off Honolulu at 3pm instead of 1135am. The ground staff at PAL provided free refreshments, a nice touch. Once airborne, the flight was very smooth. As far as inflight service, I couldn't ask for better airline service. The cabin crew was professional, courteous, and attentive, even passing out menus in economy which I haven't seen in years. Hot towels were passed out before landing, again a nice touch. After a smooth and wonderful flight, what spoiled everything was that not all of our luggage was delivered. The baggage personnel stated that my son's baggage 2 pieces, and my wife's baggage 1 piece was pulled and not loaded on our aircraft due to possible weight issues which I don't believe, as none of this was ever brought to my attention when we checked in our luggage. My wife and son completed the paperwork for the missing luggage and for compensation. The baggage personnel stated they would load the baggage on the next day's PR 101 and deliver to our hotel. The flight is delayed even more, not landing in Manila until approximately 9pm tonight. I hope our missing luggage will be delivered, my son had to buy clothes since none of his luggage was delivered. As much as I would like to give PAL a 5star rating because of the wonderful inflight service, this luggage issue prevents me from doing this. The delay I can tolerate, but the luggage issue is inexcusable . How PAL handles this luggage issue will determine if I fly them again. I will be extremely furious if this issue is not resolved.