ComplaintsforPhilippine Airlines

• Initial Complaint

  12/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  More info

  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 ************************************

• Initial Complaint

  11/03/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I made a booking REF# J4CFEB which I cancelled on July 9 with a *** customer rep over the phone. It is now November 2 and I have still not received my refund of $1744.80. I have called *** customer service in the *********************** so many times, sent emails to *** customer care and even used the *** hub all of which have proved to be absolutely useless! This is a large sum of money that is putting me under financial duress, and I am desperate to get my refund! I have received refunds from many other airlines in the past without any problems. I don't know what else to do. Should I send a letter of demand to *******************, the President and COO of ***? Should I engage an attorney in ****** to fight my case for me? I live in the USA and feel absolutely helpless while *** holds onto my money. My husband is in the same situation, which again places us under even more financial duress as we are owed nearly $3500 for both of our refunds combined. That is a lot of money for *** to be keeping for no reason whatsoever! Its not $350 but nearly $3500. Its bad enough that we lost $250 each but now, nearly 4 months later we still have no refunds. My husbands booking REF# J36E4L. These bookings were made online and paid for by our personal credit cards so there should be no reason whatsoever that our refunds have not been processed. This is my first experience with *** and after this I will never make another booking with them ever again. Not even if they were the last airline on the planet. They dont even know how to spell customer service! The way in which we have been treated is appalling and I am hoping that we will get our refunds soon otherwise we will be left with no other choice than to start legal proceedings against ***.

  Business response

  11/06/2023

  Dear Sir/Madam:

  To properly investigate the complaint, may we request your Ticket number.

  Thank you.

  Internal Legal Services 
  Legal Affairs Department
  8F *** **************** *********************************************************.
  ***********, **********, ****, Philippines
  

  Customer response

  11/08/2023

   
  Complaint: 20813776
  
  Dear Philippine Airlines Legal Affairs Department,

  Please see the details below as requested:

  Booking reference: J4CFEB

  Passenger name: ******************************** Mr

  Date of birth: September 7, 1968

  Ticket number: 0792414572889

  And for my husband:

  Booking reference: J36E4L

  Passenger name: ************************************* Mr

  Date of birth: August 1, 1945

  Ticket number: 0792414572890

  Many thanks for your kind assistance with this matter.

  Sincerely,
  

  
  *************************

  Business response

  11/14/2023

  Dear ***/*****:
  
  On behalf of the Company, please allow me to apologize for the delay in the processing of your refund. We understand the inconvenience this may have caused and we regret that we may only ask for your understanding. 
  
  We are pleased to advise that we have assigned the following **************** Numbers for your refund. 
  
  Booking No. J4CFEB - Refund Application Number : EIA2305404
  Booking No. J36E4L - Refund Application Number : EIA2305139
  
  We shall provide another update once the refund has been processed by our acquiring bank to your issuing bank. 
  
  Thank you. 
  
  
  Internal Legal Services
  Legal Affairs Department
  8F PNB **************** *********************************************************.
  ***********, **********, ****, Philippines

  Customer response

  11/17/2023

   
  Complaint: 20813776
  
  Dear PAL Internal Legal Services
  Legal Affairs Department

  Thank you for the update.

  Can you please provide an expected time frame for the refunds to be processed.
  

  We are hoping for this to be expedited and treated as a matter of urgency on your part, as we cancelled our bookings on July 9, 2023.

  Kindly advise how long this will take as we have been more than patient after waiting in excess of 4 months!

  Sincerely,
  

  
  *************************

• Initial Complaint

  10/10/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On Oct 4 2023, Philippine Airlines canceled our confirmed flights on PR127 ***-*** on Saturday Jun 15, ****. Our reservation PNR 6R9NIC is booked for 3 passengers- myself ********************* and my two sons ****************** and ****************Philippine airlines placed rebooked segments for one day earlier Friday Jun 14, **** for the same direct flight PR127. However due the cost of having to change our hotel bookings and separate Cebu Pacific separate local connection flights, we are not able to accept the rebooked one day earlier Friday Jun 14, **** direct.We are requesting Philippine Airlines to change the rebooked segments instead of 1 day later Sunday Jun 16, **** for the same direct flight PR127.As Philippine Airlines is a member of IATA, I am call to attention IATA's Interline Considerations of Irregular Operations that states that "The carrier that has caused the disruption (the Original Operating Carrier) is responsible for obtaining inventory".Because Philippine Airlines canceled our confirmed Saturday flight, Philippine Airlines has a responsibility under IATA rules to rebook affected passenger and in this case our family is requesting a 1 day later Sunday flight and not the offered 1 day earlier Friday flight.Although *** is the issuer of this mileage award ticket, I have spoken to both *** supervisors and Philippine Airlines supervisors who both agree that because Philippine airline is the operating carrier, it is Philippine Airline's reponsible to provide the rebook segment change from the current offered alternative Friday Jun 14, **** to alternative that works for us Sunday Jun 15, **** flight. After Philippine Airlines revenue management desk and partner desk makes the segment date change, it is ***'s responsibility as the ticketing carrier to then confirm and reissue the ticket.

• Initial Complaint

  10/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased two round trip tickets to fly from ***, to MAL in July 2023. The flight was scheduled for leave date of Oct 16, and return date NOV 1. I had a medical emergency which made it difficult for me to be able to fly, so I reached out to PAL to see if they can refund my portion of the ticket, which was $1400., and keep the second ticket for later flight for my wife to be able to fly within a years time. They not only refused, but they also said that I couldnt let anyone else in my family use the ticket in my place. That is unacceptable, and I feel that they are stealing my money. Please help

  Business response

  10/17/2023

  Dear ************, 

  To properly address your complaint, may we please request for your Booking Reference and/or Ticket numbers. 

  Thank you. 

   

  PAL Legal Affairs 

  Philippine Airlines 

• Initial Complaint

  08/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  08/01/2022 Purchased Ticket for ***-******-****** due to my grandma is sick. Paid for $1,3010.67 and I didnt proceed due to my grandma passed away. 11/02/2022 Reschedule/Changed my flight details paid for extra $69.61 05/2023 Called and request to cancel my ticket and request for refund. They will process for refund.07/14-15/2023 called again to follow up for the refund. The person I spoke with she said didnt go through and how come she said it was stay in the refund department. She need to process again for request refund and 07/20/2023 received email for Refund request email and I did reply to confirm please process for the refund.08/18/2023 called again today and spoke with someone she said no refund is on the process and I get upset why its like that she need to do it all over again to request refund again and I need to wait for 7-10days for the email and 3 billing cycle. This is so unprofessional, this is scam that money I need it and I cant wait for any longer. I dont know how they process I did experience request refund with asiana, southwest and *** but they dont take like 3months before they refund and if its says process its really process but I dont know with PHILIPPINES AIRLINES WHY ITS REALLY HARD TO TALK TO THEM TO COMMUNICATE WITH THEM. This is really frustrating and stressful for me!!!!! WORST AIRLINE. I DONT REALLY USE THIS AIRLINE ITS JUST THAT I HAVE EMERGENCY WITH MY GRANDMA THAT TIME!!!! NEEEEEEEVER AGAIN TO TRY PHILIPPINES AIRLINES!!!!

  Business response

  09/07/2023

  Dear Sir/Madam:
  
  
  Based on records, the passenger's ticket refund request has been approved for processing by our Refunds team under **************** No. EIA2304092. As the purchase was made via PAYPAL, PALs approval to refund the tickets will be 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. The passenger may present the said certificate to the issuing bank to facilitate a faster credit back of said amount. We will forward a copy of the refund certificate from our acquiring bank as soon as we receive the same.  
  
  Thank you.

• Initial Complaint

  07/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a flight confirmation # NFQTZM on July 12 , 2023 ( **** ****** time - **** ******* time ) soon as I recognized my sisters maiden name and last name were interchanged I callled right away ( this was minutes after the said booking ). Spoke with an Agent ****** and told her my concern and the response I had gotten from her was that I needed to pay a fee of $25 for the name change . Surprised as I was I had asked how so if all was needed to be done is to switch maiden and last name that was typographically made ? Then I proceeded to asked her if my best option is to cancel the whole thing instead as opposed to be paying $25 - she replied it will take 90 days for my money to be refunded and that all my flight information will be gone ( ie : the chosen flight and pairing I specifically wanted including seats etc as the flight was for my family of 6 ) without giving me anymore information or option that I couldve chosen or done to resolved my concern so I said fine Ill just cancel the flight and rebook it instead , while in the process of that context the line was suddenly cut off . I waited for a courtesy call back from her as what normally follows when things like that happened but there was none . I was under the impression that it was a done deal so I proceeded to book exactly the same flight and this time had placed my sisters last name the way should be . Hours later I had decided just the same to call for a follow - up with the said cancellation the call was made @ **** am July 12,2023 ******* time . July 12,********* am ( Call # 1 ) spoke with agent **** and had told her my concern it was also her who had informed me that my initial booking NGQTZM was an easy fix because all I needed to do was to show some supporting documents on the day of check in for the flight to verify the correct format of her full legal name . I was very much surprised and disappointed because I wasnt given that information or option so I had to resort for the cancellation and rebooking of the said flight instead as I was trying not to pay extra $25 fee already an expensive flight ! Moreover, I was also advised that unfortunately if I do wanted a refund I will be penalized with a fee for $150 per person/ passenger from my booking!! I had told her that I am still within the window of the 24 hour flexible cancellation policy then she said but the flight was not US bound but I could opted to have a flight voucher instead that is good for 2 years ! I am just very much gobsmacked of what I was just hearing at that very moment from agent **** and the inconsistencies of her statement and the audacity of trying to talk me out of getting my hard earned $******* money back ?!?!!!! Denying my refund !!!!! But only awhile ago wasnt she the one agent **** who admitted that agent ****** had in fact misinformed me because of her incompetence of omitting informations that couldve benefited for supposedly an easy resolution for my concern without this unnecessary predicament that I am now ?!?!?!?!!! Philippine Airlines is indeed showing its true color or are their agents are simply trained to lie and manipulate customers ?!?!?!!! Our conversation ended with her telling me that my concern is out of her hand and that it will be forwarded to investigation and that the only person and department who can help me is ****** who will be expected to be calling me back within an hour or 2 or maybe within the day. July 12,********** am ( Call # 2 ) As I have not received any calls just yet most especially coming from a 12 hour night shift I wasnt just willing to twiddle my fingers and sit by the phone I decided to call and spoke with agent ***** this time and had told him my dilemma. He was very sympathetic and you can hear the tone of his voice of wanting to really help and he knew exactly what I was going through but unfortunately, after reading the notes under my account / case he simply said I am sorry I cant do anything because no one but the supposedly main agent ****** is the only one who can assist you and that she was already alerted about your concern and that you should keep your line open so she can call you back . He was even nice and professional enough to had written a note under my account regarding our conversation and even read it out loud to me. July 12,********* ( Call # 3 )Hours had passed no calls , no voicemail, no messages , no email , nothing . I desperately attempted to call again ( I feel like they are just trying to buy some time so I would be out of the 24 hour window ) spoke with agent ******* who seemed to be knowledgeable as well and as sympathetic as agent ***** had also agreed that it shouldve been an easy fix ( hes the 3rd agent / person who had told me but still wonders why agent ****** had never mentioned it not even once during my encounter with her but for the $25 fee reason why it resulted to this messy conflict !!! ) but only to tell me once again that he is unable to do anything because its under investigation and has been escalated. Besides , what is there to investigate anyway ?!? They still have my money $ ******* for a duplicate flight that shouldve NOT been done and why do I have to be punished because of their employees incompetence or lack of knowledge ! They shouldve trained her well !! Agent ****** who at this very moment - **** am July 13,2023 ******* time hasnt gotten back to me yet ! Also , I had asked agent ******* : hypothetically because they keep on telling me agent ****** is the only person who can handle my concern , what happens if something happened to her and she disappears?!? What now ?!?!?? It just doesnt make any sense to me ! Most airlines wouldve handled this very situation differently promptly and honestly but never PAL !!I had tried doing the right and diplomatic way to do it even as per Philippine Airlines Regulations to handle my concern but PAL seemed not to care most especially in communicating and dealing with conflicts. I simply wanted my refund / money $ ******* back for the duplicate flight as I also had booked the exact flight anyway. They will try their best to manipulate and confuse you as to what is the honest and proper process for a resolution. Shame on you PAL your reputation precedes you !!

  Business response

  08/03/2023

  Dear Sir/Madam: 
  
  
  
  
  
  
  
  Internal Legal Services 
  Legal Affairs Department
  8F PNB **************** *********************************************************.
  ***********, **********, ****, Philippines

• Initial Complaint

  07/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On, Jan 21, 2020 I booked 3 tickets with PAL and $2354.68 was the total amount I paid with the flight booking reference # SY7FRB TICKET NUMBER 1. 079-2404159904 2. 079-2404159903 3. 079-2404159902 Flight details *** to *** - Date: July 8, 2020, Time: 11 pm - 4 am, Flight #: PR 105 *** to *** - Date: July 23, 2020, Time 9:55 pm - 8 pm Flight # PR 104 In the height of COVID, PAL cancelled this flight on June 13, 2020. From then, I have been pleading to get a refund. I filled out their online forms multiple times, exchanging emails and phone calls but I was paid for one ticket only for the amount of $771.56 in November 2021. I still need the remaining $1583.12.Since then, I have been following up countless times and Im at my wit's end after countless follow up via emails and phone calls of my refund for years!!! YES 3 YEARS now!!! How frustrating!!! I was betrayed and lied by PAL each time they reply. Its so freaking bad that I am being treated this way. They dont care about my hard earned money. I need it NOW!Please help me in getting this resolved and get my money back ASAP. This is not acceptable at all and I'm not giving up!

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The flight from *********** to ****** with ********** airlines was scheduled on June 12. However, this airline company has been changing the schedules for 4 times! And this morning (June 13) they notify us the flight will be rescheduled to June 23 without telling reasons. These unprofessional adjustments should not be occurred to an international airline company, which can cause U.S. passengers to lose money and impair their mental health.

  Business response

  06/21/2023

  Dear Sir/*****, 
  
  On behalf of Philippine Airlines, **** (PAL), we would like to extend our sincerest apologies to ******************** for the inconvenience consequent to the flight schedule changes of the subject flight due to necessary aircraft maintenance requirements. Please note that these maintenance requirements were unplanned due to the unprecedented  supply chain issues being experienced globally by other airlines at the moment.  
  
  Records show that the unused tickets have also been authorized for refunding by the travel agency that sold the tickets.
  
  Thank you.
  
  
  Regards,
  
  Internal ***** Services Division
  ***** Affairs Department
  Philippine Airlines, ****
  8F PNB **************** *********************************************************.
  ***********, **********, ****, Philippines

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked 6 tickets from *** to ****** for this weekend (6/12). We have a toddler, an infant, and a 4 year old with cerebral palsy, my wife and myself, plus a therapist for our daughter. We bought a ticket for a therapist to come on the trip to help since our situation is not easy. We do not live in LA, but we're planning to stay a few days here first. We live in *******. We received an email that our flight seats were moved. We spoke to them and were told the escalation team would call back in 3 hours. They never called. Since then we have called 7 times and been hung up on several times. One representative told us "we don't have a plane." Without any other explanation. That was a lie. The flight is still active. And now I just spoke with another who said they overbooked and hung up on us again. Blatant dishonesty. It seems they have sold our tickets for more money. We have not been able to talk with anyone to resolve this. We are stuck in LA, with a disabled child, infant and toddler, with nowhere to stay and no vehicle. What are we supposed to do? We paid around $12000 for these tickets and are having to spend more for accommodations while we find a solution.

  Business response

  06/23/2023

  Dear **************, 

  To properly investigate your complaint, may we request for your Booking Reference and/or Ticket number. 

  Thank you. 

  Legal Affairs Department
  Philippine Airlines, Inc.
  8F *** **************** *********************************************************.
  ***********, **********, ****, Philippines

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩