ComplaintsforPhilippine Airlines

• Initial Complaint

  03/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Hi. Me and my wife had 2 tickets traveling from the *** to the ***********. We were notified by email that we had a change of scheduling. When I looked at the schedule I noticed the departure was only 10 minutes early and the arrival was 4 hours later arrival in ******. The new travel itinerary says *** to ****** still on direct flight. I did not understand why 4 hours difference so I called *********** airlines they then informed me there was a layover in ******** only to refuel. I explained I paid for a direct flight to *** to ****** and not a 4 hour layover. I asked for a partial credit for the inconvenience since paid for a direct fight and now have to be stuck on a 1 plane for 20 hours it's not fair they will travel to ******** to save fuel but then not reimburse me for my inconvenience. The agent told Me there the layover to refuel and not to take on more passengers. Another issue bad customer service was my new flight schedule that was emailed to me did not reflect the layover only did I find out was when I called and asked about the changes. How can a airline change your flight and not tell you where you are going! Horrible customer service at its best. I want compensation for the flight change as I did not pay for a layover to refuel so *********** airline can save cost. From *** to ******** is 5 hours then to ******** to ****** is 14 hours when I paid for a direct flight for 16.5 to ******. Please help don't let the airline get away with this type of behavior. I'm okay with a change of timing but to add a complete layover and redirect the flight without a credit is not fair. When I rebooted previously from the pandemic *********** airlines changed more depending on the dates but yet they can't give credits for there huge flight change. We would like to keep our flight we only request a partial credit for the inconvenience to say the least

  Business response

  03/29/2022

  Business Response /* (1000, 6, 2022/03/27) */ Dear ************, Good day. To properly assess your complaint, may we request for your Booking Reference Number and/or ticket number. Thank you. PAL Legal Affairs Department Consumer Response /* (2000, 7, 2022/03/25) */ I would like to take back this compliant. My original conversation I was not told why the layover I was later told it was re routed because of the war going on in ******. If that is the truth then that is understandable and I would withdraw my complaint.

• Initial Complaint

  02/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a flight from************* airport to ****** Philippines I had a round-trip ticket I traveled to ****** with no problem my return flight from ****** to ************ was canceled due to coronavirus outbreak by the airline April 2020 I had to buy a complete new ticket to get home by a special flight through the embassy in ****** Philippine airlines charge me extra $375 dollars to convert my original cancel ticket to a flex ticket so I can receive my refund $******** ***** ******************* Ext *** this is who I spoke to I pay for the refund and ticket through my credit card she promised me if I pay the $375.00 to change my ticket over To a flex ticket I could get the refund of my original Old ticket that was canceled by the airline and now when I call they just been giving me the runaround for almost 2 years

  Business response

  03/30/2022

  Business Response /* (1000, 5, 2022/03/03) */ Dear Sir/Madam, This to request for your ticket number and/or Booking Reference so we can investigate your concern. Thank you. Consumer Response /* (3000, 7, 2022/03/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have attached the canceled tickets by Philippine Airlines for them to review They built me an extra $375 to change my ticket over to get my refund and now they telling me they can't find it at all It been almost 2 years now I haven't had no response from them at all every time I call they tell me they have no record of it I am submitting the proof of my ticket that was canceled and proof that they sent me a letter offering me a refund Business Response /* (4000, 9, 2022/03/24) */ Dear Sir/Madam: 1. We have reviewed and searched for the attachemnt of said tickets on this link but found none. 2.We are from PAL Legal Department and as such have no direct access to, nor visibility on, passenger records history. 3.As such, we rely on other departments who will require the reference no (ticket no or booking ref) in order to make an ACCURATE search of the ticket involded. 4.Note that PAL caters to thousands of passengers so that a search by mere NAME alone may likely result to inaccurate results. In this regard, may we please request again for the ticket no or booking reference no? We would also like to inquire if the passenger (assuming we finally find his ticket ) is amenable to converting the same to travel credits valid for 2 years from issuance and usable to buy tickets and ancillaries. We shall await for the above information as we also want to close this case.

• Initial Complaint

  02/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Tuesday February 8, 2022, I was supposed to take flight number ***** from JFK to MNL. I was denied boarding due to insufficient documentation (i.e. proof of dual citizenship, birth certificate, and/or expired Philippine passport). There was no information on their website regarding showing proof of these documents. The only requirement was a negative PCR Covid-19 test 48 hours prior to departure, proof of Covid-19 vaccination and my US passport. As I have been in the United States for over 40 years (I am 74 years old), these documents have not been pertinent while living in the US therefore are not easily accessible. The purpose of my visit was to visit my dying brother who has metastatic cancer and his dying wish to see my one last time. If Philippine Airlines had only been up front with their requirements, I would be at my brother's bedside instead of writing this complaint. Due to Philippine Airlines not allowing me to fly, I requested to cancel my trip yet Philippine Airlines is still charging me a cancellation fee of $469 even though they are the ones who prevented me from flying. This is a disgrace.

  Business response

  03/21/2022

  Business Response /* (1000, 5, 2022/03/02) */ Dear Sir/Madam, This is to acknowldege receipt of the complaint. To date, we are still awaiting handling reports from our JFK Station. WE shall revert as soon as we receive and assess the same. Thank you.

• Initial Complaint

  02/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have purchased an online flight ticket through Philippines airline website for the amount of $674 on March 2021. My mother was supposed to flight in USA on August of the same year. However, because of protocol restrictions due to covid restrictions ,(which is not initially emplemented the time I bought the ticket ). I called the Philippines airline and ask for refund,according to them due of high calls and volume, IT TAKE 5-6 month to get the refund. It was initiated the refund in July of 2021 according to the agent and said it is on process. "JUST WAIT." Now, we are in 2022, I called, and waiting to get hold with anyone from Philippines Airlines, (5hr long waiting for a phone call),nobody given me the right answer, different agent with no knowledge. They said the reference was send to my email, even though I have not received any email, I ask to resend, but no one does. Alternatively, I ask IF they can MOVE THE DATE OF FLIGHT ON 2022 , agent said NO because the refund it's on process. For GOD SAKE I HASNT RECEIVE ANYTHING. Some agent said, "Call your bank, I said; give me reference #, they have no proof,other said, it takes 30-90 days more waited after the initial 5 months. IT IS COMPLETELY REDICOLOUS. Only last month I received the reference #(Ref #: ******-XXXXXX. Here's the Ticket Number.XXXXXXXXXXXXX. Philippines airlines is by far WORST ,FRAUDULENT AIRLINES. I am looking forward BBB to help me resolve this issue. It's been a year issue. And also a lesson learn.

  Business response

  03/23/2022

  Business Response /* (1000, 5, 2022/02/21) */ Dear Sir / Madam: We are pleased to advise that the refund has already been processed by the acquiring bank with details as attached. Passenger may forward the above refund table to her issuing bank to trace the refund processed in their favor. Thank you. Internal Legal Services Division Legal Affairs Department Philippine Airlines, Inc.

• Initial Complaint

  02/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Feb ,2021 I bought a ticket from Philippine airlines website for US to *********** and back. On march 19, 2021 they cancelled my flight for march 23, 2021 coming back to America and have called them and has no luck in reaching anyone and so contacted my credit card to file a dispute and waited two months and the dispute was rejected. So now back to PAL again and they said i have to wait 150 days (5 billing cycles) to get the refund back credited to the issuance bank and its been 8 months still no resolution. PAL email direct me to the centralized hub for update status and that didn't help at all as they keep saying they cant find the said information. Its just so frustrating that it would take this long and just the lack of help or even update go nowhere. My money that i didn't even get to used and enjoy is accumulating interest and for it to take this long is ridiculous. There so fast to charge you and yet so slow in giving it back.

  Business response

  03/22/2022

  Business Response /* (1000, 5, 2022/02/14) */ Dear**********, To properly address your complaint, nay we request for your ticket number/s and Booking Reference please. Thank you. Consumer Response /* (3000, 7, 2022/02/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I already submitted that info but here it is Booking ref: ****** Ticket number: ************** also include the eticket copy in the attached file. Business Response /* (4000, 9, 2022/03/03) */ Dear Sir/Madam, Based on records, *** ******* ******* ticket refund request has in fact been approved by our Refunds skeletal team. As the purchase was made via credit card transaction, PAL's approval to refund the tickets will be forwarded for queueing to our acquiring bank. We asked our Treasury Department to expedite processing of the approved refund as queued with our acquiring bank and request from the latter a copy of a documentation of proof of refund.**** ***** may present the said certificate/document to the issuing bank to facilitate a faster credit back of said amount. We will forward said documentation as soon as made available to our office. On behalf of Philippine Airlines, Inc. (PAL), we would like to extend or sincerest apologies for the inconvenience reported by**********. As you know, the pandemic greatly impacted the aviation industry on a global scale. This, coupled with the subsequent voluminous number of refund requests following the onset of the pandemic, as well as the significant reduction of PAL's workforce resulted to unique operational and economic challenges for the company. While we are not offering this as an excuse, we would like to assure our valued passengers however, that the delay in the refund is simply due to the Company's current dire financial conditions, and not to any intent to renege on our obligations. PAL intends to meet its obligations despite these current limitations. Thank you for bearing with us. PAL Legal Affairs Department

• Initial Complaint

  02/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been trying to get a partial refund from a partially used airline ticket bought from Philippine Airlines. Ticket Confirmation number : ****** I bought the ticket for my parent who left for Philippines last Jan 12, 2020 but due to the pandemic, was not able to came back last June 28, 2020. I have called Philippine airlines several times, e-mail several times since June 18, 2020 but did not get any refund up to now. I hope this issue will be resolved as soon as possible.

  Business response

  03/31/2022

  Business Response /* (1000, 5, 2022/02/21) */ Dear Sir/Madam, Based on records, Ms. ******** ****'s ticket refund request has in fact been approved by our Refunds skeletal team. As the purchase was made via credit card transaction, PAL's approval to refund the tickets will be forwarded for queueing to our acquiring bank. We asked our Treasury Department to expedite processing of the approved refund as queued with our acquiring bank and request from the latter a copy of a documentation of proof of refund. Ms. **** may present the said certificate/document to the issuing bank to facilitate a faster credit back of said amount. We will forward said documentation as soon as made available to our office. On behalf of Philippine Airlines, Inc. (PAL), we would like to extend or sincerest apologies for the inconvenience reported by Ms. **** As you know, the pandemic greatly impacted the aviation industry on a global scale. This, coupled with the subsequent voluminous number of refund requests following the onset of the pandemic, as well as the significant reduction of PAL's workforce resulted to unique operational and economic challenges for the company. While we are not offering this as an excuse, we would like to assure our valued passengers however, that the delay in the refund is simply due to the Company's current dire financial conditions, and not to any intent to renege on our obligations. PAL intends to meet its obligations despite these current limitations. Thank you for bearing with us. ***************************** Legal Counsel Philippine Airlines, Inc. Consumer Response /* (3000, 7, 2022/03/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I previously stated on my complaint, I have been waiting for the partial refund for almost 2 years now. If Philippine airlines really was doing something about these complaints, it should have been resolved a long long long time ago. Whenever they respond to my e-mails/calls about the same complaint, they always say it is approved, that I have to wait for 5 months but it had been almost 24 months! NO, PAL's response is not acceptable. The response will only be acceptable when the refund is issued, which I hope is very soon. Business Response /* (4000, 9, 2022/03/18) */ Dear Sir/Madam, Please find attached PAL's Letter dated 18 March 2022. Thank you. PAL LEGAL AFFAIRS DEPARTMENT Consumer Response /* (4200, 11, 2022/03/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response was not acceptable. The e-mail submitted by PAL to their other departments/staff was dated 2/9/2022. It is not even an update in my opinion. This complaint has been 2 years old and Philippine Airlines is responding very poorly.

• Initial Complaint

  01/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We haven't received our refund from Philippine Airlines for 2 tickets round trip flight last 2020 Los Angeles to ********************************. The refund reference number is*********** for tickets ************* and ************* under booking reference*******. We requested a cancellation due to COVID lockdown in Philippines and restriction of entry for US National in the Philippines. The refund number was generated last *****************. We always call them and it takes more than 2 hours to speak for a representative. The representative will always say that they are processing it. We also submitted request to "my request hub" multiple times and emailed customer support. We always get the same answer or they just hung up the phone or they will say they will transfer you to refund department but no one answers the phone in the refund department. Attached are some of the supporting documents with date stamp. I hope you can help us. Thank you

  Business response

  03/02/2022

  Business Response /* (1000, 5, 2022/02/15) */ Dear Sir/Madam, Based on records, *********************** ticket refund request has in fact been approved by our Refunds skeletal team. As the purchase was made via credit card transaction, PAL's approval to refund the tickets will be forwarded for queueing to our acquiring bank. We asked our Treasury Department to expedite processing of the approved refund as queued with our acquiring bank and request from the latter a copy of a documentation of proof of refund. Ms. ********** may present the said certificate/document to the issuing bank to facilitate a faster credit back of said amount. We will forward said documentation as soon as made available to our office. On behalf of Philippine Airlines, Inc. (PAL), we would like to extend or sincerest apologies for the inconvenience reported by Ms. ********** As you know, the pandemic greatly impacted the aviation industry on a global scale. This, coupled with the subsequent voluminous number of refund requests following the onset of the pandemic, as well as the significant reduction of PAL's workforce resulted to unique operational and economic challenges for the company. While we are not offering this as an excuse, we would like to assure our valued passengers ******** that the delay in the refund is simply due to the Company's current dire financial conditions, and not to any intent to renege on our obligations. PAL intends to meet its obligations despite these current limitations. Thank you for bearing with us.

• Initial Complaint

  12/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have attached an email from Expedia regarding the issue as well. I have been waiting on this refund for almost 2 years now. I had booked the flights in question on 12th of October, 2019 from San Francisco to Tokyo and back. Phillipine airlines sent me a cancellation without notifying me earlier. Expedia keeps directing me to Phillippine airlines. Phillipine airlines in turn directs me back to Expedia. Neither establishment wants to take responsibility for my money. Now Expedia says that there is an expired credit, however I had tried to contact Philippine airlines before the expiration date but they directed me back to Expedia who in turn did not do anything but kept extending this for 2 years without resolution. My hard earned money is being held by the airline and I need it refunded to me. Amount owed to me : $******* Date of cancellation of the tickets by Phillippine airlines without prior warning: 03/23/2020, 04/03/2020 and 04/05/2020.

  Business response

  01/28/2022

  Business Response /* (1000, 5, 2022/01/19) */ Dear Sir/Madam, On behlaf of PAL, we extend our apologies for the inconvenience reported by Ms. *****. Please know that there was no intention to delay as the process is really for the agent (Expedia), form whom the tickets were purchased, to refund the passenger. In any case, we havd auhtorized a workaround and a refund authority for this has been approved to be directly refunded by PAL to Ms. *****. We shall just await proof from our acaquiring bank of the cerdit of the refund amount to the card used for the purchase. We will forward soon as made availble to our office. Thank you Consumer Response /* (3000, 7, 2022/01/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate BBB stepping in and helping to resolve my issue. Phillipine Airlines has refunded a partial amount after almost 2 years after BBB got involved. I am glad most of it was refunded , however I do not understand why the airline would deduct $55 from the ticket price without any explanation. Again, the tickets were cancelled by the airline without notifying me. It's been a tiring , frustrating experience with the airline, so I do not appreciate the $55 deduction.

• Initial Complaint

  12/27/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My PAL international flight was canceled in May 2020 due to the COVID outbreak. I've reached out to PAL multiple times via phone and email without success in reaching someone who could help me. I would wait on the phone for 45+ minutes to speak to a representative and the line would hang up. Now when I can reach a representative, they direct me to submit a refund request to the online PAL request hub where all submissions seem to be ignored. It's now 18 months since my flight was canceled and I haven't been able to speak to anybody from PAL regarding this matter. It's a disgrace how PAL is allowed to conduct business in this manner.

  Business response

  02/01/2022

  Consumer Response /* (-5, 5, 2022/01/06) */ Passenger Name: ********************* Ticket Number: ************ Business Response /* (1000, 6, 2022/01/06) */ Dear Sir/Madam, Good day. To properly investigate your complaint, may we request for the copy of your ticket number/s. Thank you. PAL Legal Affairs Department Consumer Response /* (3000, 8, 2022/01/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Ticket Number: XXXXXXXXXXXX Business Response /* (4000, 10, 2022/01/20) */ Dear Sir/Madam, Per our Treasury Dept, our acquiring bank already transferred the amount, last 13 Nov 2020, to the bank that issued the credit card used in the transaction. This is pursuant to the Conditions of Carriage governing the ticket (refund will be credite back to the card used) Pls see the table from our acquiring bank: XXXX-XXXX USD XXXXXXXXXXXX7974 XXXXXXXXXXXXX *******/**** MR XXXXXC 50.00 02/02/20 XXXXXXXXXX MSLTEMUXXXXXXX November 13, 2020 PROCESSED RXXXX-XXXX USD XXXXXX0XXXXXX7974 XXXXXXXXXXXXX *******/**** MR XXXXXC 50.00 02/02/20 XXXXXXXXXX MSLTEMUXXXXXXX November 13, 2020 PROCESSED RXXXX-XXXX USD XXXXXXXXXXXX7974 XXXXXXXXXXXXX *******/**** MR XXXXXC 946.55 02/02/20 XXXXXXXXXX MSLTEMUXXXXXXX November 13, 2020 PROCESSED **. ******* may pls forward the above details to his issuing bank. If **. ******* purchased the ticket from an agent, it is possible that said agent used its own credit card in completing the transaction. As such, having received the amount, the agent must then refund the same to **. *******'s credit card account. In case the card above is **. *******'s but has been closed, he may still recover the amounts from his bank. Thank you. Consumer Response /* (2000, 12, 2022/01/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) I found the refund indicated in the response. I'm glad the issue had been resolved. However, I wish PAL would have been better at communicating this so I didn't have to spend so much time calling, emailing and waiting for something that had already been settled.

• Initial Complaint

  12/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Processing of refund for tickets brought and was cancelled due to Covid 19 are still not being refunded for more than a year now even with multiple e-mails and follow-ups with their call center. Tickets numbers XXXXXXXXXXXXX and XXXXXXXXXXXXX. Their correspondent was dated Sept 29. 2020 indicating that they will be processing a refund but it has become a dead end with No Updates for further communication from the said company. The last follow -up i did with a generic automated was received Nov 5, 2021 without any clear picture on when I will get my money back.

  Business response

  03/30/2022

  Business Response /* (1000, 5, 2021/12/22) */ Dear Sir/Madam, Please find attached ***'s Answer to subject complaint. Thank you. Consumer Response /* (3000, 7, 2021/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is unacceptable. *** just submitted a document without verifying the concerned ticket numbers. The response from business that refund was done already was not pertaining to the mentioned tickets number/s: 1 . XXX XXXXXXXXXX and 2. XXX XXXXXXXXXX They refund conducted as the business claim last Aug of 2020 was for ticket number XXX XXXXXXXXXX. Seems that this business is just trying to satisfy a reply without looking into the matter more carefully. Two separate tickets were purchased using the same card number but only one has refunded. So this issue *** *** been resolved still the refund was not conducted for the above mentioned ticket numbers. Attached is a copy of the ticket that was refunded already which was under my son's name. I also attached a copy of my ticket which has the same credit card number to which no refund was made yet and the other ticket for my daughter which again no action nor refund has been done yet. Business Response /* (4000, 9, 2021/12/29) */ Dear Mr. *******, Our apologies, sir. Our Refunds reported the other 2 tickets were inlcuded in another batch of tickets for refund processing. Our Refunds skeletal team (reduced to up to 90% manpower due to Covid-19 economic challenges to the airline) has been processing thousands of refund requests since 2020 such that no bad faith was intended with the inadvertence. We will revert once a similar proof of the refund for ***h tickets is forwarded to our office. Thank you. Consumer Response /* (4200, 11, 2022/01/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Upon reviewing the reply from the business, it still did not provide a concrete answer on how this issue will be resolved. An acceptable and definite time frame needs to be provided. Most credit card vendors does not hold credit card information that long which may lead to a refund or a transaction being left out. It would be best if this will be expedited and time frame be provided on this matter. Thank you. Business Response /* (4000, 13, 2022/02/07) */ Dear Sir Madam, Please find below Acquirer Reference No from our acquiring bank on the refund for ticket ending *** which was re-issued as ticket ending ***. ************ ************************ ******************* 707.97 25-Nov-19 We are awaiitng feedback on ticket ending ****** Consumer Response /* (4200, 15, 2022/02/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am still awaiting for the two (2 refunds) for tickets: 1 . XXX XXXXXXXXXX and 2. XXX XXXXXXXXXX If this refund seemed to be uncertain, I will accept a travel voucher to compensate for this and rectify this issue. This is an on-going issue for years already and I am trying to be reasonable as possible. I may just need to resort on other legal option available should this matter not been rectified in a few weeks time. Thank you. Business Response /* (4000, 17, 2022/03/25) */ Dear Mr. *******, Thank you for providing the ticket nos. of the other 2 tickets. We apologize as per our Refunds who process volumes of refunds since the pandemic begun, they submit refund approvals to our Treasury in batches. The other 2 tickets may have been left out inadvertently due to the sheer volume of files being handled by our skeletal refunds team. Wealreday forwarded the ticket nos to them for chacking if the same has been funded for refund alreday by our acquiring bank. If not, we are also able to convert it into travel credits which shall be valid for 2 years from date of issuance. Please standby, and thank you for bearing with us.

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