ComplaintsforPhilippine Airlines

• Initial Complaint

  12/09/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  First Request done on April 22, 2020 > Dear Mr. *****, This is to acknowledge your request to refund ticket number XXXXXXXXXXXXX, under booking reference ******* due to COVID-19. We have already processed the refund and have assigned refund reference number ************** Numerous emails sent to them for last one year ... I have all emails if anyone needs it. Same reply like this one we got last week on Dec 4, 2021 Dear Mr. *****, Mabuhay! This is in response to your refund follow-up of e-ticket XXXXXXXXXXXXX under booking reference ******* with refund reference number ************** We are currently experiencing higher than normal volume of requests because of the pandemic and the fluidity of government policies and travel restrictions. We sincerely apologize for the delay in receiving your refund. Please monitor your email as we will be sending you an update within 30 working days. > We haven't seen any refund and we get this kind of response for more than a year. I appreciate BBB's help to resolve this issue so they can refund my money.

  Business response

  01/04/2022

  Business Response /* (1000, 5, 2021/12/28) */ Dear Sir/Madam: Please find attached refund table provided by our acquiring bank. Thank you. Internal Legal Services Division Legal Affairs Department Philippine Airlines, Inc. Consumer Response /* (2000, 7, 2022/01/03) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  12/05/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is in reference to the refund that we have been waiting for from Philippines Airlines since Feb, 2021. We have requested that our cancelled roundtrip tickets from Toronto to Manila (due to pandemic) that were converted to vouchers be refunded back to us and we were told that we will receive the refund of $******** after 5 billing cycles since the start of processing. It is now December and it has now past the 5 billing cycles since Feb 2021, and we still have not received a single centavo back to our credit card account. I have called and emailed them countless times and got the same responses and apologies, that they have already processed my request and was already forwarded to their Treasury Dept. Up to now, we are still waiting and we also refuse to be part of the other passengers who have been waiting to get their refund back for years. We have been waiting for that refund so we can use it for our next Philippine trip and definitely will not be booking our next trip through Philippine Airlines ever again.

  Business response

  01/05/2022

  Business Response /* (1000, 5, 2021/12/21) */ Dear Ms. *******, We apologize if no one was able to update regarding the status of your refund request. Since last year, due to the Company's dire financial conditions as impacted by the pandemic, we had to let go of a significant number of employees, such that PAL's back end team is operating on a skeletal workforce handling voluminous refunds requests. This is simply to share, and not give an excuse. Despite the Company's current economic difficulties, we are slowly meeting all of our refund obligations. We have elevated your case for prioritization with our acquiring bank. While our departemnt is not the direct repository of passenger records, we assure you that we have put this to the attention of both our Refunds and Treasury teams for fast tracking. Thank you for bearing with us.

• Initial Complaint

  11/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Mr/Ms ****** ******, ******** ****** Mabuhay! We wish to get in touch about your request with details below: Passenger ***** ****** ******, ******** ***** Ticket Number: XXXXXXXXXXXX We are pleased to inform you that your refund has already been processed by the acquiring bank on Jun. 7, 2021. Adjustment should be reflected in the cardholder's billing statement thereafter. We continue to look forward to journeys with you. For your future flights, please log on to ************************** or download the Philippine Airlines mobile app available at the Play store and App store. You may also call our Reservations Hotline at XX XXXX-XXXX or our Toll-Free Number at X-XXX-XXX-XXXX or click on this link to view our directory for other areas. Please note that our hotline is open to serve you daily (7:00AM to 9:00PM Pacific Time or 9:00AM to 11:00PM Eastern Time) Thank you for your patience and understanding. We always put our customers at the heart of our products and services. Please click here to share your comments and suggestions on the MyPAL Request Hub Service. myPAL Request Hub Philippine Airlines My wife and I have trying to get our refund for a canceled flight and just keep getting the run around from Philippine Airlines. Can you help???? ***** and ********

  Business response

  01/12/2022

  Business Response /* (1000, 5, 2021/11/16) */ I am *** *******, Customer Experience Officer from Philippine Airlines. Please allow me to inform you that I have already endorsed this matter to the concerned department for their further handling. Kindly expect further communication from them. Consumer Response /* (3000, 7, 2021/11/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) No action taken Business Response /* (4000, 9, 2021/12/01) */ Dear Sir/Madam, As relayed by our WeCare, PAL's acquiring bank already transferred the amount to Mr. ******'s bank that issued the card used in the ticket purchase. The issuing bank thus should have reversed the anount already from Mr. ******'s account. In any case, we have also asked our Treasuery Dept to obtain from our acquiring bank proof or any certification on the refund made to the issuing bank which Mr. ****** may present to his bank in following up the reversal of the amount. We will forward the certification as soon as made available to our office. Thank you Consumer Response /* (4200, 11, 2021/12/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) No action taken by Philippines Airlines. They send emails that are very nice, but don't resolve the problem. They have not honored the carriage contract or the terms of the international agreement(s) that cover passengers that provide travel internationally and specifically to the U.S. for ticket refunds. More importantly they were selling tickets for flights that didn't exist and pushing blame on Covid and their government for canceling the flight(s). My wife and I are so disappointed in the fraudulently business practice of this air carrier. Business Response /* (4000, 13, 2021/12/09) */ Dear Sir/Madam, Please find attached Refund Certificate issued by our acquiring bank. Thank you. PAL Legal Affairs Department

• Initial Complaint

  11/04/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a flight to manila from jfk that was cancelled in may 2021. The customer service rep said it will be 5 billing cycles to get my refund. It's now 6 months and received nothing. There's thousands of people who have waited over a year to receive there refund and are still waiting. I refuse to be one of them. $800 for my refund is all I want back.

  Business response

  11/18/2021

  Business Response /* (1000, 5, 2021/11/08) */ Dear Sir/Madam, Good day. To properly investigate your complaint, may we request for your ticket number and/or Booking Reference Number. Thank you. Truly yours, PAL Legal Affairs Department Consumer Response /* (2000, 7, 2021/11/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) ****** is my reference number

• Initial Complaint

  10/20/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Philippines Airlines canceled my flight due to Covid and I have been waiting over 9½ months for a refund from them. They keep telling me to wait 5 billing cycles, it now is approaching 10 billing cycles.

  Business response

  10/28/2021

  Business Response /* (1000, 5, 2021/10/26) */ Dear Sir/Madam, To properly investigate your complaint, may we request for your Ticket number and/or Booking Reference Number. Thank you. Truly yours, PAL Legal Affairs Department Consumer Response /* (2000, 7, 2021/10/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) My refund reference number is ********** My booking numbers are *********************************

• Initial Complaint

  10/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Me and my granddaughter (4 yrs old) were booked for the Oct 9, 2021 flight of PAL127 from JFK airport. On said departure date, they did not allow my granddaughter to board the plane as according to them she is a US citizen. They asked for her visa despite telling them she is dual citizen by birth. They said the only option for me is to fly without her or get a visa and rebook, or the mother flying with the child. We ended up going home, frustrated, tired and hungry. Now we are trying to rebook our flight with the booking agency charging us of $***** for penalties and fees before they can rebook our flight. And to add the frustrations and hard day for all of us especially my granddaughter who has to travel 4 hours back again to get some rest.

  Business response

  10/26/2021

  Business Response /* (1000, 5, 2021/10/12) */ Dear Sir/Madam, To properly address your complaint, may we request for your ticket number or Booking Reference NUmber. Thank you. PAL Legal Affairs Department Consumer Response /* (3000, 7, 2021/10/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are asking for more info to resolve the issue and I am willing to provide the information they need. The booking number is ********. E-tickets are: ********************************

• Initial Complaint

  10/03/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  In 2019 I booked for flight for three person going back home in the Philippines that flight was scheduled May 2020 however since pandemic the flight was cancelled by airlines and instead they offer me a travel credit. I accepted it because I din't have any choice. But last month I followed up about the travel credit and wanting to get the money back. But I got shocked that the agent whom I spoke with said the travel credit was expired. But nobody told me about it. No body mention about expirations. I've been contacting them many many times but no body reach me out about this issue.

  Business response

  11/08/2021

  Business Response /* (1000, 5, 2021/10/08) */ Dear Sir/Madam: This is to respectfully request for the ticket number of the subject complaint. We will need the same in able to assist our refunds team to extract Ms. ********'s records and verify the refund status of her ticket. May we also request to be given further time to file our reply from when the said details are furnished our office. Thank you. Internal Legal Services Division Legal Affairs Department Philippine Airlines, Inc. Consumer Response /* (3000, 7, 2021/10/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thanks for sorting it out. I am hoping you will continue helping me until I get my refund. Please keep me posted for every details. Thank you and more power! Business Response /* (4000, 9, 2021/10/12) */ Dear Sir/Madam, This is to reiterate our request for your ticket number and Booking Reference Number please. Thank you. Internal Legal Services Division Legal Affairs Department Philippine Airlines, Inc. Consumer Response /* (4200, 11, 2021/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Attached below is our ticket number. Thank you Consumer Response /* (-5, 12, 2021/10/14) */ ***Document Attached*** Attached below is our copy to our etickets. Thank you Business Response /* (4000, 14, 2021/10/20) */ Dear Sir/Madam, We have authorized the approval of Ms. ********** ********'s refund request. 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 will also ask our Treasury Department to expedite processing of the approved refund for queueing with our acquiring bank and request from the latter a copy of a documentation of proof of refund. Mr. ******** 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. Internal Legal Services Division Legal Affairs Department Philippine Airlines, Inc. Consumer Response /* (4200, 16, 2021/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will wait for their email. Sorry if I keep you hanging. I was told before that my money is on travel credit but it didn't happen. So this time I would like to make sure that everything is done properly. This issue gave me so much stress in life that I have hard time trusting people.

• Initial Complaint

  09/24/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a ticket for my daughter,grandson and son in law in Philippines for the wedding trip in Bali Indonesia last year but Philippine Airlines canceled due to Covid.I phoned how many times and e mailed but keep on promising my refund in 6 months but it's been almost more than a year past and got nothing.Pleas help.

  Business response

  10/13/2021

  Business Response /* (1000, 5, 2021/09/30) */ Dear Sir/Madam: This is to respectfully request for the ticket number of the subject complaint. We will need the same in able to assist our refunds team to extract Ms. ******'s records and verify the refund status of the ticket. May we also request to be given further time to file our reply from when the said details are furnished our office. Thank you. Philippine Airlines, Inc. Consumer Response /* (3000, 7, 2021/10/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) All I want is to get my refund back from Philippine Airlines.It's been 1 year and a half waiting for my refund.They keep promising it takes 6 months to get the refund but till now I didn't get nothing. Business Response /* (4000, 9, 2021/10/11) */ Dear Sir/Madam, While we understand Ms. ******** ******/s sentiments, please note that as the Legal Department, we do not have direct access to passenger's historical records. In order to request for the refund status, we will need the TICKET NO and/or the BOOKING REFERENCE please. Thank you. PAL Legal Affairs Department Consumer Response /* (2000, 11, 2021/10/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you very much BBB I already received my refund.

• Initial Complaint

  09/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased Ticket Number XXXXXXXXXXXXX, a one-way flight from Winnipeg to Manila on April 24, 2020 via Travelocity. This flight was cancelled by Philippine Airlines due to the pandemic. I requested a refund of the said ticket amounting to $667.44 and Travelocity assured me that they will communicate with PAL. However, despite repeated follow-ups, Travelocity told me that PAL kept ignoring the request until the ticket expired. Travelocity insists that they have no fault because they have been emailing PAL even before the ticket expired. PAL, on the other hand, kept on saying they cannot refund anymore because the ticket expired in April 2021. This is hard-earned money that PAL should not take away from me during this pandemic.

  Business response

  10/05/2021

  Business Response /* (1000, 5, 2021/10/04) */ Dear Sir/Madam: Based on records, Mr. ***** *******'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. Mr. ******* 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 Mr. *******. 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. Internal Legal Services Division Legal Affairs Department Philippine Airlines, Inc Consumer Response /* (2000, 7, 2021/10/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩