"never use this airline again"
Neville Boyle (Australia)
Type Of Traveller | Business |
Seat Type | Economy Class |
Route | Brisbane to Japan via Manila |
Date Flown | October 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 |
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.
“Awful seat, awful food”
Giovanee Pribady (Indonesia)
Type Of Traveller | Couple Leisure |
Seat Type | Economy Class |
Route | Kansai to Jakarta via Manila |
Date Flown | October 2023 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Ground Service | 12345 |
Value For Money | 12345 |
Recommended | 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.
"a lack of honest communication"
A Valden (Australia)
Aircraft | A320 / A330-200 |
Type Of Traveller | Couple Leisure |
Seat Type | Business Class |
Route | Kuala Lumpur to Brisbane via Manila |
Date Flown | October 2023 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Ground Service | 12345 |
Value For Money | 12345 |
Recommended | 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.
"still waiting for my refund"
Josh Arriega (Canada)
Type Of Traveller | Family Leisure |
Seat Type | Business Class |
Route | Edmonton to Manila |
Date Flown | January 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 |
12th October 2023 : Philippine Airlines response
Hi, Josh. We truly understand your frustration and the inconvenience you've faced due to the delay in processing your refund. We sincerely apologize for the extended wait, and we recognize that this has been far from an ideal experience for you. Your efforts in coordinating with our Social Media Team on Facebook and providing the required documentation regarding your brother's situation are greatly appreciated. We know that you've been patiently waiting for the funds, and it's disappointing that they have not been disbursed as expected. Please rest assured that we are taking immediate action to address this matter. We are committed to expediting the status of your refund and ensuring you receive the reimbursement you deserve as soon as possible. With this, we will request for a follow up with our Social Media team, for them to follow through with our Refunds Team. Your satisfaction is paramount to us, and we will do everything within our means to promptly resolve this issue. We kindly ask for a bit more time to work on this, and you can expect updates from our Social Media Team. Once again, we are genuinely sorry for the inconvenience you've faced, and we thank you for bringing this matter to our attention. If you have any further questions or concerns, please do not hesitate to reach out to us.
"I haven’t seen a dime"
Jenette Eddy (United States)
Type Of Traveller | Solo Leisure |
Seat Type | Economy Class |
Route | San Francisco to Manila |
Date Flown | February 2023 |
Value For Money | 12345 |
Recommended | no |
12th October 2023 : Philippine Airlines response
Hi, Jenette. We genuinely apologize for the extended delay in processing your refund request, and we understand the frustration this has caused. You have been through quite an ordeal, and we are genuinely sorry for the inconvenience you've experienced. We acknowledge your efforts in coordinating with our Social Media Team on Facebook and for providing the necessary documentation related to your husband's health situation. We can imagine how important these funds are to you, and we will do our best to assist you in receiving them swiftly. Rest assured that we will take immediate action to address this matter with our Social Media Team to expedite the status of your refund. We are committed to resolving this as soon as possible, and we greatly appreciate your patience throughout this process. Your satisfaction is our priority, and we will do everything in our power to ensure your concerns are addressed promptly. Please allow us some time to work on this and be on the lookout for updates from our Social Media Team. Once again, we apologize for the inconvenience, and thank you for bringing this matter to our attention. If you have any further questions or concerns, please do not hesitate to reach out to us through our available Social Media channels.
"not have personal inflight entertainment"
N Barten (Australia)
Aircraft | A330 |
Type Of Traveller | Solo Leisure |
Seat Type | Economy Class |
Route | Manila to Sydney |
Date Flown | October 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 |
11th October 2023 : Philippine Airlines response
Hi, N. Thank you for taking the time to share your detailed feedback with us regarding your recent international flight experience from Manila to Sydney on PR5211. We sincerely apologize for the inconveniences and frustrations you encountered during your journey. Your concerns about the lack of personal inflight entertainment and USB ports are well noted. We understand that these amenities significantly contribute to the overall travel experience, and we regret that they were not available on this particular flight. We also apologize for the abrupt flight schedule change, which disrupted your travel plans and the subsequent long wait at NAIA Terminal 1. We appreciate your understanding regarding processes outside of our control, such as immigration checks, and we will certainly look into how we can better assist our passengers during such extended waits. Regarding the Mabuhay Miles discrepancy, we understand your frustration. If your miles have not yet been successfully credited, you may reach out to us via our available social media channels, so we could facilitate the crediting on your behalf. Your feedback is invaluable to us, and we are committed to addressing these issues to prevent such incidents in the future. We hope to regain your confidence in our services, especially on international flights. Rest assured that your concerns will be shared with the relevant departments to ensure improvements are made. Once again, we apologize for the inconvenience you faced, and we thank you for your patience and understanding.
"Very disappointed"
Nicholas Tan (Singapore)
Type Of Traveller | Family Leisure |
Seat Type | Economy Class |
Route | Iloilo to Manila |
Date Flown | May 2023 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Inflight Entertainment | 12345 |
Ground Service | 12345 |
Value For Money | 12345 |
Recommended | no |
5th October 2023 : Philippine Airlines response
Hi, Nicholas. We sincerely apologize for the inconvenience you've experienced, and we understand your frustration. Your concerns are important to us, and we are committed to resolving them promptly. We apologize for the delay in providing the certificate of delay for your insurance claim. This should not have taken this long, and we appreciate your patience in this matter. To expedite the resolution of your concerns, we kindly request you to reach out to us on Facebook Messenger. At the same time, we will notify our handling team to anticipate your message and provide you with immediate assistance. Your feedback is invaluable, and we are dedicated to ensuring that you receive the support and assistance you deserve. We deeply regret any inconvenience you've faced and appreciate your understanding. Thank you for choosing Philippine Airlines, and we look forward to assisting you further through Facebook Messenger.
"Getting a refund is impossible"
John Knowles (Australia)
Type Of Traveller | Solo Leisure |
Seat Type | Economy Class |
Route | Manila to Singapore |
Date Flown | May 2023 |
Ground Service | 12345 |
Value For Money | 12345 |
Recommended | no |
3rd October 2023 : Philippine Airlines response
Hello, John. Our sincerest apologies for the inconvenience and frustration you've experienced with your recent flight with us. We understand how important your travel plans are, and we are truly sorry for the disrupting your travel plans. We understand your concerns about the refund process, and we are here to assist you in resolving this matter. To better assist you and assess your refund request, we kindly ask you to reach out to us through any of our available channels. You can visit our contact us page at https://www.philippineairlines.com/en/about-us/contact-us/global-reservation-hotline and select the most convenient method of communication for you. Our dedicated team will work diligently to address your concerns. Please be assured that we value your feedback, and we are continuously working to improve our services to provide a better experience for our passengers. Your satisfaction is of utmost importance to us, and we apologize for any inconvenience you've encountered during this process. Once again, we apologize for the inconvenience you've faced, and we appreciate your patience and understanding. We look forward to assisting you further and resolving this matter to your satisfaction.
"avoid transiting Manila airport"
D Mather (Australia)
Type Of Traveller | Family Leisure |
Seat Type | Economy Class |
Route | Sydney to Japan via Manila |
Date Flown | September 2023 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Inflight Entertainment | 12345 |
Ground Service | 12345 |
Value For Money | 12345 |
Recommended | no |
3rd October 2023 : Philippine Airlines response
Hello, D. Thank you for taking the time to share your feedback with us regarding your recent travel experience. We sincerely apologize for the inconveniences and challenges you encountered during your return journey from Japan to Sydney. We understand how important it is for our passengers to have a comfortable and stress-free journey, and we apologize for not meeting your satisfaction on this occasion. Your kind words about our friendly and helpful airline staff, particularly their attentiveness to your children's needs during your outbound flight, are appreciated. Nevertheless, we deeply regret the issues you faced on your return leg. While we deeply regret the inconvenience you faced, we'd like to clarify that in-flight entertainment availability varies depending on the aircraft used for the flight. We are actively working on improving our in-flight entertainment offerings and understand its significance to our passengers, striving to make it available on all international flights. We share your frustration with the repeated security checks and food disposal at the gate, especially when traveling with young children. We are committed to enhancing communication with our passengers to minimize confusion and inconvenience in these situations. Your feedback is invaluable to us as we continuously work towards improving our services and the overall travel experience. We understand that your experience at Manila Airport did not meet your expectations, and we are committed to addressing such issues to enhance the transit experience for all passengers. If you have any further concerns or questions, please do not hesitate to contact us. We hope you will grant us another opportunity to serve you in the future. Our commitment to providing a better and more comfortable travel experience remains unwavering, and your feedback is instrumental in achieving that goal.
"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.