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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1/10

"To this day no refund"

(United Kingdom)

Not Verified | In reference to my review on the 16th of Sept 2023 - one way flight from Brisbane to Manila for my wife. Flight was cancelled and I had to organise a alternate flight as she had a connecting flight in 2 days from Manila. To this day no refund and we have contacted Trip.com and Philippine Airlines and have been told that someone from the airlines tried to make contact with my wife to place her on a new flight. No one called and we have messaged on numerous occasions requesting for what contact details were used, but no response. Such poor service from the ticket reseller and Philippine airlines. The only positive has been from the last response I received when I posted my previous review.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBrisbane to Manila
Date FlownJuly 2023
Ground Service 12345
Value For Money 12345
no



28th November 2023 : Philippine Airlines response

Hi, Adrian. We sincerely apologize for the inconvenience caused due to the cancellation of your wife's flight and the delay in processing the refund. We regret the frustration and inconvenience this situation has caused. Please accept our apologies for the lack of communication regarding the rescheduling attempts. We understand the importance of swift actions, especially with connecting flights, and we are truly sorry for any distress this may have caused. We are looking into the matter further to determine what happened during this process and to rectify the situation promptly. We value your feedback and want to assure you that this does not reflect our standard service quality. Rest assured, we are taking immediate steps to address this issue and ensure that such instances do not occur in the future. For immediate assistance, you may head on over to our PAL Help Desk, for our servicing team to further assistance on your refund concern. PAL Help Desk: https://pal.my.site.com/s/

1/10

"the worst experience"

(United States)

Trip Verified | Don’t fall for the couple of hundred bucks cheaper flights. First of all they changed my flight at least 5 times, then I was forced to shorten my vacation due to this fiasco. I called their customer service at least once 10 times and the only answer I heard was take it or leave it. I was forced to take the next day flight and had a 16 hours layover in Manila. One of the worst airports in the world. Then they send me an email with a bidding chance to upgrade to business. I applied for the departure and about 10 min later I changed it to the arrival from Manila to LAX. After about a week I received an email that my upgrade was approved for LAX to Manila. I called again and again and opened customer service tickets but they refused to answer me. They said it’s another department. 3 days after my flight (which I was forced again to take business class for a hefty price) they are accusing me of being untruthful. This is the worst experience of my life.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLos Angeles to Denpasar via Manila
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no



20th November 2023 : Philippine Airlines response

Hi, Bavand. We're genuinely sorry for the distressing experience you've encountered regarding your recent flight with us. We understand how frustrating it must have been to face multiple flight changes and to receive conflicting information regarding your upgrade request. It's disheartening to learn that our customer service fell short of providing the assistance and clarity you deserved during such circumstances. Please accept our sincere apologies for any inconvenience caused. Your feedback is crucial to us, and we deeply regret that your experience with us was far from satisfactory. To assist you further and address your concerns adequately, we kindly encourage you to reach out to our PAL Help Page: https://pal.my.site.com/s/. Our dedicated team will ensure that your case is thoroughly reviewed and resolved with the utmost care. Once again, we apologize for the inconvenience you faced and appreciate your understanding. We value your patronage and hope to restore your trust in our service in the future.

1/10

"female flight attendants were rude"

(Australia)

Not Verified | All my international and domestic flights with Philippines Airlines had delays or some sort of change on the departure time. On our flight from Brisbane to Manila, only one flight attendant was polite with the customers. All the female flight attendants were rude and hitting the passengers arms with their food trolley. Not enough, we were not allowed to have the blinds open to have a view or read a book. For some reason it was mandatory to shut the window and the staff closed it for multiple passengers. On our flight from Manila to Puerto Princesa another change on the departure time with ridiculous short notice. On our flight from Coron to Manila, another issue. Although we paid for extra luggage for my mother-in-law ($62), the lady who was doing our check in charged us AU$120 for over weight. Despite our attempts to explain that we had paid for extra luggage already and despite the fact that the attendant had very good comprehension of the English language, she dogly charged us once again for "over weight" luggage. On our flight from Manila back to Australia, 17/11 at 11:35pm, we received an email advising that our flight departure would be delayed for 18/11 at 4:30am. We would be waiting for our flight in the airport for almost 12h. We spoke with the attendants regarding providing us with an appropriate space to rest, like a lounge room, and to provide dinner for the passengers. Apart from laughing about the situation, the Philippines Airlines staff was not able to give us an answer for few hours. We ended up sleeping in the airport dirty floor and receiving a bottle of water and a bag of crackers as "dinner". Not enough, other passengers advised that they were back in the airport for the 3rd night in a role, as their flights were cancelled twice already. Furthermore, a flight to Perth was overbooked and the staff was begging passengers to volunteer to take another flight. The plane we flew from Manila to Brisbane (9h flight) was so old that the seats were not reclining and they didn't have a screen to watch a movie or a USB to charge our phones.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteBrisbane to Manila
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no



19th November 2023 : Philippine Airlines response

Hi, Larissa. We're genuinely sorry to hear about your series of disappointing experiences during your flights with us. It's truly disheartening to know that our services fell short of your expectations. Please accept our sincerest apologies for the inconvenience and discomfort you encountered. Regarding the window shades, we sincerely apologize if the staff's action to close them caused inconvenience. Keeping window shades open during takeoff and landing is a standard practice across the airline industry for safety reasons. However, we understand your desire for a view or to read during the flight and we regret any misunderstanding that arose. The situations you've described are not reflective of the level of service we strive to provide. We're deeply concerned about the incidents you've mentioned and will investigate them thoroughly to prevent such instances from occurring again in the future. We understand that delays and changes can be incredibly frustrating, especially with the impact on your comfort and plans. Rest assured, we're constantly working on improving our operational efficiency to minimize such occurrences. For any further concerns or feedback, we encourage you to reach out to our PAL Help Page, where our team will be ready to assist and address any unresolved issues. Kindly click this link to proceed: https://pal.my.site.com/s/. We genuinely value your feedback, and we hope you'll give us another chance to make things right in the future.

1/10

"Not worth the money"

(United States)

Trip Verified | Horrible. They have no inflight entertainment. The one dinner option served was noodles with vegetables that tasted bad. No USB. Didn’t have any drink service as in no soda, no juice, no coffee, no beer. Just water or hot tea. Remember this is an international flight. Not worth the money. I have read all the bad reviews especially about the food so I never used them. But China Airlines somehow used them for one part of my trip. I’ll be complaining to China Airlines about this
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteManila to Taiwan
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no



14th November 2023 : Philippine Airlines response

Hello, Rodrick. Our apologies for the challenges you faced during your recent flight, and we deeply regret that your overall experience with our services was not up to the standards we strive to maintain. Recognizing the significance of inflight entertainment and diverse meal options, particularly on international flights, we acknowledge that we did not meet your expectations in these areas. Your feedback is invaluable to us, and we are committed to thoroughly reviewing the issues you raised to identify opportunities for improvement. We take note of your concerns regarding the dinner option, inflight entertainment, and the limited drink service, and we are dedicated to implementing enhancements to ensure a more enjoyable passenger experience. We appreciate your patience and understanding as we address these matters. To better understand and address your specific concerns, we encourage you to share additional details about your experience by reaching out to us at [email protected]. Your insights will be instrumental in guiding us to take appropriate measures and prevent similar issues in the future. Once again, we apologize for any inconvenience caused and hope for the opportunity to welcome you aboard again, providing you with a significantly improved travel experience. Thank you for bringing this matter to our attention, and we look forward to the possibility of restoring your trust in our services.

1/10

"Never flying with them again"

(Spain)

Not Verified | Worst airline ever. Cancelled our flight with less than 24 hours of notice. Making us lose 770 USD and leaving us stranded for 12 hours. When we asked for compensation (phone service didn’t work and we had to file a formal complaint by email) they offered the pathetic “compensation” of 150 USD in airline vouchers. Never flying with them again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBarcelona to Manila via Hong Kong
Date FlownOctober 2023
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 October 2023 : Philippine Airlines response

Hi, Mai. We're deeply sorry to hear about the frustrating experience you had during your recent flight with us. The last-minute flight cancellation, financial loss, and lengthy delay you encountered are not the standards we aim to provide, and we understand your disappointment. Your feedback is crucial to us, and we want to address your concerns more effectively. To do so, we kindly ask you to get in touch with us via our official channels. By reaching out to us, you'll enable our team to conduct a thorough assessment of your situation, and we can work towards a more suitable resolution that reflects the inconveniences you faced. We genuinely care about our passengers' experiences and aim to provide better service. We appreciate your feedback, as it helps us identify areas for improvement and enhance your future travel with us. Thank you for sharing your concerns, and we look forward to assisting you further through our official channels.

10/10

"our journey was seamless"

(Indonesia)

Trip Verified | After reading reviews after booking already with the airline I was worried as to how the journey would be. However I should not have been. from booking, to check in to travel, our journey was seamless. We booked a multi trip via the website which was very easy to navigate and saved us money and gave us more baggage allowance than booking separate flights. We were kept informed of any changes by email which were only seat changes, I think maybe due to aircraft change. All our flights were on time, our check ins were all professional and polite and we even got free upgrades on all our outward journeys including at Cebu which enabled us to use the lounge which was very much appreciated. I have flown on many airlines over the years and would not hesitate to recommend this airline. The only thing that I feel could have been improved on was the food which was not good. Thank you PAL, you did us proud.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBusuanga to Bali via Manila
Date FlownOctober 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes



27th October 2023 : Philippine Airlines response

Hi, N! Thank you for sharing your journey with us and for taking the time to leave your valuable feedback. We truly appreciate your kind words and the opportunity to address your experience. We're delighted to hear that your journey from booking to check-in to travel was seamless. Your positive feedback regarding our website's user-friendliness, the cost-saving benefits of multi-trip bookings, and the additional baggage allowance is encouraging. We understand the importance of keeping our passengers informed, and we aim to provide a smooth travel experience, even when minor changes are necessary. We're thrilled to hear that your flights were punctual, and our check-in staff were professional and polite. We also appreciate your recognition of the free upgrades, especially at Cebu, and we're glad you enjoyed the lounge access. Your recommendation means a lot to us. We strive to deliver excellent service and create memorable journeys for our passengers. We do take your feedback about the food quality seriously. We continuously work on enhancing our in-flight offerings, and your comments will certainly aid us in improving this aspect of our service. Once again, thank you for choosing Philippine Airlines, and we look forward to welcoming you on board again in the future. Should you have any more feedback or need further assistance, please do not hesitate to get in touch with us. Safe travels, and warm regards!

3/10

“do not trust PAL after our experience”

(Australia)

Not Verified | My wife and I recently had the unfortunate experience of travelling return with PAL from Australia to Japan via Manila. Flight delays after delays. Return flight cancelled after 12 hour wait in Japan. Segregated from travel group late at night and sent to hotel. PAL Ground staff Osaka advised passengers to lodge claims for out of pocket expenses and confirmed that will be honoured. Claim lodged and response from PAL, insulting passenger offer of worthless $100 USD travel vouchers with PAL valid for 2 years. Our Grand Tour of Japan was ruined by the poor flight experiences with PAL's incompetence at each airport, lack of interest in passenger concerns (connecting flights), excuses and lame apologies that do not change our experience or impressions of PAL. We do not trust PAL after our experience. We did not book flights and would not have flown with PAL via Manila to Japan or economy class (no matter the cost) if given an options. Regrettable flight experience PAL.
AircraftA321
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteAustralia to Japan via Manila
Date FlownSeptember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no



18th October 2023 : Philippine Airlines response

Hi, Jeremy. We sincerely apologize for the unfortunate experience you had during your return journey with us. Your concerns are completely understandable, and we deeply regret the inconvenience you encountered due to flight delays and cancellations. It's disheartening to hear that your travel experience didn't meet your expectations, and we understand your frustration. We've received your feedback about the compensation offered, and we apologize for any dissatisfaction it may have caused. We genuinely value your feedback, and we'd like to make things right. Since you've already filed your correspondence regarding this matter, we kindly ask you to continue the communication through that channel. This will ensure that our handling office is notified of your decision and can provide further assistance as needed. Once again, we apologize for the disruptions you experienced during your travel and appreciate your patience. Your trust is important to us, and we hope to have the opportunity to regain your confidence in the future. Thank you for bringing this to our attention.

1/10

"never use this airline again"

(Australia)

Not Verified | When I say first class I want to explain that was only for the 1st leg of our trip, as our flight was delayed overnight and we had to spend the night in Manila (so far at our expense), the 2nd part of the flight they not only changed our seats but put us in the very last row of the plane. Right in front of the very smelly toilet, of which there was only 2 for over 300 passengers. Extremely angry is an understatement as we missed the 1st day of our tour and also, at our expense had to find them and catch up. It's almost time now to head home and I'm writing this from my motel as we've just been informed our home flight is also delayed and we have to spend an extra 3 or so hours in Manila meaning we will miss our connecting flight. I'm so angry and will never use this airline again. And they broke the wheel on our suitcase and refused to do anything about it.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteBrisbane to Japan via Manila
Date FlownOctober 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no



17th October 2023 : Philippine Airlines response

Hi, Neville. We sincerely apologize for the difficulties you encountered during your recent flights with us. It's disheartening to hear about the delays and seating changes that caused you to miss part of your tour. We understand the frustration this must have caused, and we deeply regret the inconvenience you've had to endure. Additionally, the issue with your damaged suitcase is truly regrettable. We apologize for the inconvenience this has caused. Our team is dedicated to ensuring the safety of your belongings, and it's disappointing that we fell short in this regard. Your feedback is vital to us, and we're committed to making things right. To address your concerns effectively, we kindly ask you to send us a message via our Official Channels. This will enable us to conduct a thorough investigation and provide you with the assistance you deserve. Please know that your comfort and satisfaction are important to us, and we hope to have the opportunity to regain your trust in the future. Thank you for bringing these matters to our attention, and we look forward to assisting you further.

1/10

“Awful seat, awful food”

(Indonesia)

Not Verified | Would never recommend this airline at all, got delayed twice on the same flight to and from Osaka. Awful seat, awful food, awful flight scheduling, just awful.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteKansai to Jakarta via Manila
Date FlownOctober 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no



17th October 2023 : Philippine Airlines response

Hi, Giovanee. We're genuinely sorry to hear about your disappointing experience during your flights to and from Osaka. We understand how frustrating it can be to face delays and encounter discomfort during your journey. Your feedback is essential to us, and we sincerely apologize for falling short of your expectations. We would like to learn more about your concerns and make amends. Kindly reach out to us through our social media channels, and our team will be there to assist you further. Your satisfaction is important to us, and we're committed to addressing your issues and improving our services. Thank you for bringing this to our attention, and we hope to connect with you soon to ensure a more positive experience.

5/10

"a lack of honest communication"

(Australia)

Trip Verified | The checkin at KUL was easy with our bags being checked through to Brisbane, however we were told that our second boarding pass from Manila to Brisbane would be available at the transfer counter in Manila. We were assured that everything was fine & that our seats were as stated on the ticket. So off we trotted to the lounge. This lounge was excellent & was used by a number of other airlines. It was well designed & a pleasant place with a good selection of food & good barista made coffee. Suddenly we were called to the desk. It was a call from the airline asking us whether we would agree to be downgraded to Premium Economy. We declined because of a medical condition. They said ok & once again guaranteed that we would have our assigned seats. The flight to Manila was in an older A320 with no lie flat bed. The service was attentive and the food perfectly acceptable for the short 3 &1/2 hour flight. Upon arrival we immediately went to the transfer desk. It was a zoo. Upon explaining that we were picking up our boarding passes for the flight to Brisbane they informed us that we no longer had the assigned seats and on top of that there was now an additional 4 hour departure delay. We were being downgraded & being offered $1100 (US) instead (Qantas, take note!!). We tried to find out why this was happening & were told a series of lies from a number of different people. In the end we relented because we simply had no choice. We insisted that we have extra legroom in PE & they gave us the first row. It turned out that the previous flight to Brisbane had been cancelled & now they were amalgamating that flight with ours on a larger aircraft. Our seats were, in fact, filled by the crew that would be flying the plane back to Manila. They could have been honest with us at the beginning but they just strung us along. Since returning home we have noticed that this has, once again occurred. It makes you wary about whether this is a recurring issue with their fleet. We are booked to return to KL in February & can only hope a similar fiasco doesn't await us. Manila Airport is a disgrace. Disorganized and chaotic. This is not the airlines fault as such. We found the FA's in the business class segment we flew to be professional and attentive. We were looking forward to the longer haul home to Australia but it was not to be. The food in economy was pretty ordinary and some of the attendants certainly had an attitude problem. I believe that Philippine Airlines has a good business class product however they suffer from the same problem as so many other airlines - a lack of honest communication. I'm hoping like hell that what happened to us isn't an indicator of things to come. If it isn't then I will happily recommend them for their business class.
AircraftA320 / A330-200
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteKuala Lumpur to Brisbane via Manila
Date FlownOctober 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes



15th October 2023 : Philippine Airlines response

Hello, A. We extend our sincerest apologies for the inconveniences and challenges you experienced during your recent journey with us. We deeply appreciate your feedback as it allows us to address these concerns and enhance our services. We are pleased to hear that your initial experience at Kuala Lumpur International Airport went smoothly. However, we regret the confusion surrounding your second boarding pass. Reviewing our communication processes to prevent future issues is a priority. We appreciate your feedback on your flight to Manila, and we're pleased to hear that the service and food were satisfactory. Your comfort is our top priority, and we apologize for the inconvenience caused by the lack of lie-flat beds on the A320 aircraft. We continuously strive to improve our fleet and services. Regrettably, the misinformation and seat changes at the transfer desk in Manila caused significant inconvenience. We understand that transparency in such situations is essential. Rest assured, we will investigate the recurrence of similar issues and take steps to improve communication. Your understanding of the challenges at the airport is appreciated. We continue to strive for the best service possible within those constraints. Your feedback on food and the crew's attitude is noted for improvement. We will learn from your feedback and take immediate steps to ensure better communication, transparency, and a more comfortable journey in the future. Your continued support is vital to us, and we hope to have the opportunity to restore your faith in our services on your upcoming flights in February.