ComplaintsforPhilippine Airlines

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Initial Complaint
06/01/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had to call and change my reservation due to a family medical emergency. I understand I had to pay a change fee. That is the rules I accept. However, the ticket when I called in was more expensive than what I could find online. So I was forced to pay a higher priced ticket and the change fee. Even though I could have bought the same ticket cheaper online. Then when we are processing the transaction the agent made a mistake and booked the wrong flight. Within a few minutes I realized this and asked her to update it. She charged me an additional $200 for the pleasure of correcting her mistake. I do understand she asked me to verify everything; however, I thought she asked about the name and did not understand she wanted me to look at the entire booking again. I do understand I should have used a domestic US carrier and would not have had these issues. Would warn others to beware of Philippines Airlines. Use a domestic carrier. It is worth the additional cost.
Business response
06/03/2024
Dear Sir/*****,
Good day.
To properly investigate your complaint, may we request for your Booking Reference number or Ticket number.
Thank you.

Legal Affairs Department
E/F, ************************ Center (LKTJC),
***************************************************************************,
**********, ******************************************
Customer response
06/03/2024

Complaint: 21789797

I am rejecting this response because:

Per your request it is for booking reference JD342Q. Or it could be JDVAD4. I was changing two tickets when the mistake was made and recharged $200. Which on top of the tickets costing more than when I looked them up online at the same time is pretty shameful. Had I just asked for a refund and rebooked I would have saved significantly.

Sincerely,

***********************
Business response
06/18/2024
Dear Sir/Madam:

We regret to hear of our passenger's feedback regarding our rebooking processes and we apologize for any inconvenience experienced by our passenger.

Please know that our third-party service provider has taken immediate action by issuing a warning to the agent responsible for the oversight to prevent similar incidents in the future. Additionally, we have initiated the refund process for $200.

We thank our passenger for bringing this matter to our attention. Please be assured that our back-end team is actively working on processing of our passenger's refund, and we shall provide another update once the refund certificate has been issued by our acquiring bank.
Thank you.

Internal Legal Services
Legal Affairs Department
E/F, ************************ Center (LKTJC),
***************************************************************************,
**********, ******************************************
Initial Complaint
05/09/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am very disappointed by *** and feel they should be doing better for there customers however it seems they care less about there customers and more about the money in there pockets (In my opinion) I submitted a complaint well over 3 weeks ago (******** reference) the reply said to expect a reply in 12 hours yet it's been 3 weeks. When I contact there chat via ******** the support representatives always tell me to wait 24 to 48 hours for a reply that never comes then if you keep bugging them for a reply they just continue to end the support chat with automatic replies. Upgrade your old airplanes, provide better services and a cleaner airplanes and atmosphere for your customers. Nobody deserves to use the bathroom on a seat that has been peed on 20 times and we deserve equipment that works (tv monitors, charging ports etc, it's all so old) I deserve better for my ******* USD
Business response
05/15/2024
Dear Sir/Madam:
To properly investigate the complaint, may we request your ticket number.
Thank you.
Internal Legal Services
Legal Affairs Department
E/F, ************************ Center (LKTJC),
***************************************************************************,
**********, ******************************************
Customer response
05/19/2024

Complaint: 21668602

I am rejecting this response because: Further details required

Sincerely,

*************************
Booking ref: NQLDUJ
Ticket number: 079 ********** - 07

Issues were as follows:

Unclean bathroom conditions on my flight from ** to ******
Wifi did not work at all on either of my flights to or from ******, I tried multiple devices
Seat USB plugs barely worked, so slow your phone loses battery faster than its charging if its being used
Tv screen arm did not lock in place, often fell down by itself.

I feel we deserve better value, a more comfortable experience and better equipment for the money we pay for these long haul flights, do better by your customers. Thanks
Business response
06/03/2024
Dear Sir:

We thank you and our passenger for patiently awaiting our response as we gathered reports from our ********** for both of our passenger's flights.

We have carefully noted the reported issues regarding the Wi-Fi connectivity, bathroom cleanliness, availability of USB plugs, and the condition of the ** screen arm. We regret to hear the impact these matters had on our passenger's travel experience.

Please know that PAL continuously seeks to improve our services for the comfort and satisfaction of our passengers. As such, we encourage our passengers to promptly report any issues to our inflight cabin crew, who may be able to assist our passengers should any issues arise during his flight.

We deeply regret any delay in responding to your concerns and sincerely apologize for any inconvenience this may have caused. As a gesture of goodwill, please allow us to extend our CRO's offer of ***** miles.
We thank our passenger for bringing these matters to our attention and we shall await his response.

Internal Legal Services
Legal Affairs Department
E/F, ************************ Center (LKTJC),
***************************************************************************,
**********, ******************************************
Initial Complaint
05/07/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
PAL airlines cancelled my reservation 4 days before and sent me an email that they rebooked the flight for the 18th of May. I booked this flight well in advance through Budget air. To give up our seats to someone who paid more for it is not only poor business practice but unethical as well. I called customer service and they did not care that my trip was ruined. NOw budget air is going to charge me a fee for canceling my flight. I will never fly Philippine airlines again and I will tell my colleagues and family to do the same
Business response
05/09/2024
Dear **************,
Good day.
To properly address the subject complaint, may we request for the documents attached to this complaint please.

Thank you.
Initial Complaint
03/13/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Earlier today (March 11, 2024, ******** time), I tried booking a ticket to *** for Jan 21, 2025 to Feb 18, 2025. I called about three times, each call being arbitrarily cut off before I could book a flight. The last CSR I talked to was "Vi" (not sure of the spelling).Afterwards, I tried booking on your website (reservation UR7AEJ, ticket *************). I put in the travel voucher and pay the rest with my credit card. I did not receive an error message; however, when I received the e-bill, all CAD$1,680.46 was charged to my Amex. To reiterate, I want to use a combination of the travel voucher and my credit card, not my credit card alone.At first, I used their online chat. I first spoke to *********, but for some reason got passed to *****; each time, I had to repeat my issue as they could not access my previous consultations. They said my travel voucher did not match the name I put in my reservation. It turns out that the travel voucher has my middle name in it, but the email I received from *** when they sent me the voucher last year did not indicate this (please find it attached in this email for your reference). Regardless, they couldn't help me at all.Finally, I called the *** number and was able to talk to Roma, who said they couldn't give me a refund because the ticket is non-refundable. This does not justifies how your website failed to inform me that my voucher was rejected. Roma contacted tech support and, after a few hours, informed me that they can refund me 50% of what I paid - which is less than what the voucher costed. I did my utmost effort to book this according to their system by first calling on phone, then going to the website which, client-side, gave no indication of a failed transaction. This is unacceptable. Why would I lose $800 for a mistake that their system caused?The fact that they insisted they can't refund me, then changed it later to 50%, means they can give me the 100% for the mistake they caused.
Business response
03/21/2024
Dear Sir/*****:

Internal Legal Services
Legal Affairs Department
8F PNB **************** *********************************************************.
***********, **********, 1300, Philippines
Customer response
03/21/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. *** has agreed to give me the full refund.

Sincerely,

***********************
Initial Complaint
03/11/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
After convincing my wife that *** was the way to go for our 2(2 and 7 yrs old) children's first flight that is 16 hrs long I was sadly mistaken. We purchased tickets by the exit that cost $120 each way due to the leg room so that my 2 yrs old won't be as fuzzy to be as considerate as possible to others on the flight. While purchasing the tickets the system ask for children's age (2 &7 yrs old) and and allowed us to pay for tickets($960 total round trip). 30 minutes later we realized that only 14 yrs and older are allowed to sit there per FAA however PAL airlines system allowed us to do so. Seems like a glitch at first until we tried calling and start to realize that this business is into unethical business practice and trapping their own consumers. This is more clearly now after reading other complaints on BBB. I have spent 8 hrs on the phone with PAL and each time I have to explain the scenario. It's been 3 weeks and there has been no response from PAL. I am quite embarrassed convincing my wife to go with PAL due to this whole situation. PAL is clearly violating FAA regulations and committing unethical business parctice in squeezing unsuspecting consumers out of their hard earned money. Imagine that they won't give us our refund but will most like charge the next consumer the same fee for the same seats. This is no longer about the money but about principle. We do not want another family to be cheated the way we did by ***. We are going to file a formal complaint to **** of ************** as well as to let our local news to investigate to stop PAL from cheating other consumers in the future.
Business response
03/13/2024
Dear Sir/*****,
To properly address your concern, *** we request for your Booking Reference and Ticket number.
Thank you.
Very truly yours,
PAL LEGAL AFFAIRS DEPARTMENT
Customer response
03/13/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************
Initial Complaint
01/26/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am writing to file a formal complaint against Philippine Airlines (PAL) regarding an ongoing issue with my refund request. My name is ***********************, and my Booking Reference is P663HE. I have been patiently awaiting my refund since July 27, 2022, and despite numerous attempts to resolve the matter through customer service, there has been no progress.The issue began when I requested a refund on July 27, 2022, and subsequently received an email from ***** of the refund department on 7/31/2022. In their communication, they indicated an intention to charge me cancellation fees. I promptly contacted PAL's customer service to address these fees, and I was assured that an investigation would be conducted. Despite my efforts on calling them numerous times to seek resolution, I have consistently been told that the refund department is still investigating my case. Furthermore, I submitted a report on the customer feedback page (Ticket#: ********* on 12/22/2023, but I haven't received any response within the promised 24 hours.The details of my case are as follows:Booking Reference: P663HE Tickets: *********************** - 079-2409687158-59; ******************* - 079-2409687162-63; ***************** 079-2409687160-61 Amount: $6,147.41 Important Note: Tickets were canceled within 24 hours, adhering to both ************* and PAL's cancellation policies during the ***** situation. No cancellation fee will be applied.As a US resident, I expect PAL to adhere to their US Cancellation Policy in handling my case. However, despite 1 year and 6 months passing since the initiation of this process, I have yet to receive a resolution. If a resolution is not provided promptly, I am left with no choice but to consider legal action against PAL.I kindly request your assistance in mediating this matter and facilitating a swift resolution. Your intervention is crucial in ensuring fair treatment and the timely return of my funds.Thank you for your attention to this matter. I look forward to your response.
Business response
02/01/2024
Dear Atty. ******************** is in compliance with the email directive for PAL to submit its Answer on or before 1 February 2024.

Please note that our team immediately sent out requests for handling reports from the actual frontline and other concerned departments and/or third-party service providers who directly handled this case, and/or has direct access to its records.

To date, while we have received initial reports, we currently await completion of the same for our proper assessment and verification, absent which, we are unable to submit a fair and reasonable resolution of the issues submitted by the passenger.

Rest assured that this case is being prioritized by our skeletal team and that we will revert with the results of our investigation as soon as the necessary and relevant reports are completed.

Hoping for your kind understanding.
Customer response
02/08/2024

Complaint: 21183712

I hope this email finds you well. Thank you for your help and for keeping me informed regarding the status of my complaint against Philippine Airlines.
After reviewing the formal response provided by Philippine Airlines, I appreciate the efforts made to address the concerns raised in my complaint. However, I would like to bring to your attention that my primary issue remains unresolved, specifically pertaining to the refund for the disputed transaction.
As of now, the refund has not been issued, and until such time that this matter is adequately addressed and the refund is processed, I am unable to consider the complaint as resolved. I believe a fair and reasonable resolution involves the issuance of the refund as per the terms and conditions.
I kindly request your assistance in conveying my position to Philippine Airlines and ensuring that the matter is appropriately addressed within the specified timeframe. Once the refund is successfully processed, I will be more than willing to confirm the satisfactory resolution of the complaint.
Thank you for your understanding and continued support in facilitating a fair resolution to this matter.
Best regards,
***********************
Business response
02/19/2024
Dear Sir/Madam:

Please be advised that our passenger's refund is presently being processed by our Refunds Team under **************** Numbers EIA2400771 to 73. A separate notice has been sent by our agents to our passenger's email address. Rest assured that we shall provide another update once the refund has been processed in your favor.

Thank you.

Internal Legal Services
Legal Affairs Department
8F PNB **************** *********************************************************.
***********, **********, 1300, Philippines
Initial Complaint
01/19/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
They send me a seat number that I paid is wrong seat $120 38A put me deffent seat when come back to ******* the seat number 41A but Philippines give seat 63c i need refund
Business response
01/22/2024
Dear ********************:
To properly investigate the complaint, may we request your ticket number.
Thank you.
Internal Legal Services
Legal Affairs Department
Philippine Airlines, Inc.
Initial Complaint
01/03/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
All events happened in 2023 after I booked my trip on 7/17/2023:On 7/31, I cancelled my trip to the Philippines and asked for a refund of $4,240.00. The agent said it will take **** business days.On 9/7, I called and followed up regarding my request and was told it would take up to 3 billing cycles from this date.On 11/25, I called and spoke with "***" who said that my request was being "expedited".On 11/30, I called to follow up and spoke with "*****" who said that the 3 billing cycles would end on Dec. 7, three months after I called on 9/7 On 12/7, I personally went to the Philippine ************** in ********** and spoke with "*****************************" who apologized and said that she will talk to her supervisor and get back to me On 12/7, I received an email from "*****************************" saying that my refund is being processed On 12/8, I filed a complaint with the ********** of ************** and emailed all previous agents who I spoke with on the phone informing them of my frustration and of my filing with the DOT.On 12/19, after asking for her manager's contact info, ***************************** told me that her manager's name is *********** On 12/21, "**************************", the Area Manager, emailed me simply stating that "we are trying our best to expedite your Refund..."On 12/22, I received an email from "*******". She stated, "We want to sincerely acknowledge that we initially committed to processing your refund within 3 billing cycles. Unfortunately, we regret that we have not been able to meet this timeframe as anticipated....your refund reference EIA2304879.They admitted to not meeting the 3 billing cycles and have caused a great deal of frustration for ******* family. Upon further research, there are numerous complaints against Philippine Airlines and even a Class Action Lawsuit involving one of the agents I spoke with above, *********************************************I sincerely hope that the BBB can expose the suspicious and questionable practices of this business to protect unsuspecting consumers.
Business response
01/18/2024
Dear Sir/Madam:

On ****** of the Company, please allow to apologize for the delay in the processing of our passenger, ************************ refund.

We understand that based on records, our passenger's ticket refund request has been approved by our Refunds team. As the purchase was made via credit card transaction, PALs approval to refund the tickets has been forwarded to our acquiring bank. The next step in the process would be for the acquiring bank to process the approved net refund amount with the issuing bank, or the bank that issued the credit card used in purchasing the ticket.

Our Refunds team will expedite the request for a copy of the refund certificate from the acquiring bank as evidence of our passenger's refund. We will forward a copy of the refund certificate from our acquiring bank as soon as we receive the same.

Thank you.

Internal Legal Services
Legal Affairs Department
8F PNB **************** *********************************************************.
***********, **********, ****, Philippines
Initial Complaint
12/19/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My return flight was canceled against my will once i was already overseas and I was told the only way I could fly was to pay a fee of $433.70 to reinstate my flight. I spent over 10 hours in communication over the phone, via ******** and instagram chat in attempt to resolve the issue, I was told I would receive a refund. It has been 2 week and still no refund. (REF NV5VIE)
Business response
01/03/2024
Dear Sir:

We understand that our passenger was a no-show for his flight PR736 with route ***-*** on 28 November 2023. We understand further that as a result of our downline cancellation policy, his BKK-***-*** tickets were automatically cancelled by the system.

We regret to hear of ************************** feedback on the inconvenience he experienced as a result of the Downline Cancellation or Out-of-Sequence policy. May we, however, share the basis and rationale for the out-of-sequence policy implemented by airlines worldwide. The out-of-sequence policy is an IATA recognized aviation policy which is anchored on the principle that airlines do not sell individual flight segments but a journey from the passengers departure point to his/her destination, with each of said journeys being a product on a market, with a specific price attached based on market conditions. This market segmentation results to cheaper pricing (as with a roundtrip fare compared to a one-way fare if each segment is purchased separately) and better competition. However, the key to market segmentation is having rules which allow the various products to be differentiated from each other. One of the most important rules is that flight segments must be used completely and in sequence.

Please note that the online booking process leads the user to agree to the General Conditions of Carriage (GCOC) before the user is able to complete the transaction. PALs CAB-approved GCOC governing the ticket, provides that tickets that are used out of sequence shall lose their validity:

With the above, we hope for ************************** understanding as we are unable to waive his reinstatement fees. We likewise hope the above has been of assistance as reference to **************** for his future flights.

Internal Legal Services
Legal Affairs Department
8F PNB **************** *********************************************************.
***********, **********, ****, Philippines
Customer response
01/11/2024

Complaint: 21030227

I am rejecting this response because: It violates my consumer rights. As a consumer it is my choice If I purchase a good or service to use it or not at my own discretion. A business cannot punish me for not using said good or service.
Business response
02/01/2024
Dear ****************,

We regret that we may only reiterate our position that your reservations for your ***-***-*** were automatically canceled as per our downline cancellation rules under PAL's Conditions of Carriage as you were a no-show for your ***-*** flight and that we are unable to waive your reinstatement fees. While we do agree that as a consumer, you are at liberty not to use a service which you purchased, please kindly note that as with any other contract, both PAL and you, as the consumer are bound by the Conditions of Carriage which you agreed to upon booking.

With the foregoing, we hope we have addressed your concerns and you understand why we are unable to ***** your request for a waiver of your reinstatement fees.

Thank you.

Internal Legal Services
Legal Affairs Department
8F PNB **************** *********************************************************.
***********, **********, ****, Philippines
Customer response
02/02/2024

Complaint: 21030227

I am rejecting this response because your policies violate my consumer rights.

Sincerely,
**************
Initial Complaint
12/04/2023
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
hello,I hope you are well now. I personally went to your Philippine Airlines *********** ticket office on October ******************************************** addition, your staff photocopied our student ID card, passport, ***** and other materials on the spot, and indicated that we were in line with the rules of student fare, saying that we would apply for a price adjustment for us. But now it has been almost a month and we have not received any news. I am sending this email to check the current progress, thank you!If there is anything I can help with, please let me know!Here is my reservation code: UOKA2U Passenger name: *************, ***************** Relevant link: ************************************************************************************************************ Please help me check as soon as possible, thank you!
Business response
12/14/2023
Dear ***/Madam:

Please be advised that our Contact Support team has reached out separately to our passenger to explain the terms and conditions of our Global Student program.

With the foregoing, we hope we have addressed our passenger's concerns.

Thank you.

Internal Legal ************************************

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