ComplaintsforPhilippine Airlines

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dear Best Business Bureau(BBB) Manager, My Apple iPhone 7 plus was stolen We returned to ********** on June 29th, 2024 after our visit to ******. We took PR 897 Flight on June 29th, 2024 from ****** (TPE) , then International transferred at the ************** (***) on Flight ***** the same day to ***. Please refer to records 1 , 2., 3 4. The flight #***** was delayed at the gate due to the baggage transferring from Flight ***** to *****. While on board Flight *****, I was asked to sign a permission to allow the Security check of my baggage at the *** security check station to check some electronics inside. My baggage was not arrived at the LAX . ON JUNE 29TH, 2024, We filed a "BAGGAGE ASSISTANCE FORM FOR DELAY/MISSING" The Reference Number issued by ** was PN:**********. The bag tag Number is ********. I called JT of PAL at ************ and was told that the baggage had arrived at *** but was waiting for " the electronics parts" to arrive to make the delivery. We called the baggage claim service JT everyday and were told that the electronics were still at *** **************** AFTER THREE DAYS ARRIVAL IN ***, We asked ** to make delivery because of our need to change clothes. Please refer to record 4 for the All Day Courier delivery that I signed and wrote " the electronics parts were missing" on the receipt. I called JT the next day and was told that the electronics(Apple iPhone 7 plus ) were still at the ***. I called again and again for many days but were not connected. In the afternoon of July 10, 2024, I reached JT and was told that the electronics was still at *** and I should write an email to " *************************** I told him that I will write a complaint to the Best Business Bureau(BBB) and ask for an investigation. I need the iPhone back as soon as possible because of many records are in this iPhone, Please help. Thank you for your help. Best Regards.******************* ************** 4 Attachments Scanned by *****

  Business response

  07/30/2024

  Dear Sir * Madam:
  
  We write in relation to *************************** baggage concern, particularly his electronic devices which were left behind in ******, Philippines.
  
  Based on records made available to our office, we found that since ************ did not undergo the ************************************** ("TSA") baggage ID check, his baggage had to be screened for TSA security purposes. During the mandatory security check, batteries and battery-operated devices were removed for further inspection and subject to approval before being forwarded to **************** final destination. In particular, these devices were as follows:<*p>

  1pc iPhone
  1pc Calculator
  4pcs Battery<*p>

  
  On that note, we are pleased to inform you that once the necessary approval was obtained, **************** electronic devises were forward to LAX on 17 July 2024 aboard flight PR 112.<*p>

  
  That being said, while we understand and sympathize with the inconvenience ************ experienced due to the delayed baggage and the temporary separation from his electronic items, please be assured that this situation was due to regulatory requirements beyond the airline's control. We hope for **************** understanding in this matter.
  
  With the foregoing, we would like to thank ************ for his patience and cooperation in this matter. We look forward to the opportunity to serve him in the future under better circumstances.
  
  Thank you.****

   ****

  PAL LEGAL AFFAIRS DEPARTMENT****

  Customer response

  07/30/2024

  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 and the matter has been resolved. Thank you for your help.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 4, 2024, travel date with Philippine Airlines. My father is a senior, disabled, requires wheelchair access and has recently lost his wife of 45 years in January of 2024. He got bumped off of Business class because of OVERBOOKING. We purchased his ticket a month ago and was able to pre-select his seats on all the trips. And yet, somehow, *** decided he was a good candidate to be bumped off given all of the conditions he has as stated above. I can understand economy but business class passengers now have no rights? Come on.

  Business response

  06/24/2024

  Dear Sir/Madam:
  
  Please be advised that our passenger's concerns have already been brought and addressed before the Philippine ************************ Rest assured that we shall provide another update once available. 
  
  Thank you. 
  
  Internal Legal Services
  Legal Affairs Department
  **** ************************ ****** ********  ****************************************************************************  *********** ******************************************
  

• Initial Complaint

  03/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hold a Philippines passport but also a US Permanent Resident ****. I tried to check in at the airport in ******. I was told by the agent that I required an eTa to travel to ******. This is not true for a US Green **** holder, nor has it been since 2022. The agent would not accept this. I did try to apply for an eTa to try to placate the agent at check in. I could not do so because I am a US Permanent Resident and I attach the reply from the ******** Authorities on 1st February. In the end, I had to change my flight and fly into ************* instead, at a cost to myself. I have contacted Philippines airline for a refund for the original flight, for the change to ************* and compensation. After investigating for 1 month, the airline still insists that I required an eTa despite me providing evidence stating otherwise, to travel and is refusing both the refund and compensation. The agent said that he contacted the airline's ******** Liaison officer who also said I required an eTa to travel. This is not true! I sent the evidence from the Government of ****** website but I was told the same. Please can you help me to get the refund and compensation? I attach my correspondence with the airline and the evidence. The complaint was made through their website so I do not have that but I do have their replies.

  Business response

  03/11/2024

  Dear *** ********
  
  I am writing in response to complaint which we received on 05 March 2024 pertaining to the  to the incident that happened at our ****** station when you presented yourself for check-in on 1 February 2024 for Philippine Airlines (PAL) flight PR 116.
  
  We understand that at the time of check-in, you presented only your Philippine Passport as well as your travel history to ******. Kindly note that under the relevant regulations, including the file which you have submitted, you must submit proof of your status as a US Permanent Resident. In view of the absence of this requirement, please know that PALs check-in agents exerted all efforts to best address the issue including coordination with the ****** liaison officer who gave the advice that you needed to secure an eTA for travel to ******. 
  
  We most respectfully ask for your understanding as airline operators are required to inspect travel documents.  In this case, PALs agent was constrained to follow the advice received from the ****** liaison officer.  We wish to assure you that PAL meant no disservice in the implementation of the instructions received.
  
  We are pleased to know that your tickets have been reissued and that you were able to fly your rebook your flight. 
  

  Customer response

  03/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Again, this information is false. I did not only present my passport and travel history, I also presented my US Green **** and was told that I must also have an electronic travel authorization. I told the check in agent that this was not the case but they insisted it was. As I already stated and evidence, it is not necessary for a US Permanent Resident to have an ETA. 

  I submitted 2 complaints with Philippine Airlines. The outcome of my first complaint was that I was told US Permanent Residents do need an ETA and that they had consulted with their officer in ******. This is false as is seen on the ****************** Website. I spoke with a Supervisor a week ago and was told that he could see that there was an error from Philippine Airlines and that he had reopened the case and to wait for an email. I am yet to receive an email.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business response

  03/26/2024

  Dear Sir/Madam:
  
  
  We regret that we may only reiterate that we are not able to compensate our passenger as under our GCOC, PAL shall not be liable for our passenger's failure to comply with entry requirements at their point of destination. As earlier mentioned, our agent's advise was only made upon the instructions of our ****** liaison officer. 
  
  
  With the foregoing, we submit the case for the Bureau's resolution. 
  
  
  Internal Legal Services
  ***** ******* ********** ** *** **************** ********************************************************** ************ *********** ***** ***********

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been waiting for 7 months for a refund from Philippine Airlines. My flight was cancelled and they keep reassuring me that I'd get a refund. Turns out, their employee wasnt able to process it correctly the whole time while they kept telling me the issue has been escalated every time I call within those 7 months. This is so exhausting and inconvenient for me.

  Business response

  12/13/2023

  Dear Sir/*****:

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

  Thank you.

  Internal Legal Services
  Legal Affairs Department

  Philippine Airlines, Inc.

  Customer response

  02/23/2024

  Hello,
  
  
  The ticket details is attached below. Before canceling, I made sure to call custoemr service to make sure it's gonna be 100% refunded and it's not. Thank you! 

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

  
  

  Business response

  03/08/2024

  Dear **********************:
  
  
  As regards your refund,  we are pleased to advise the refund of your tickets as shown by the attached Refund Table provided by our acquiring bank. You may forward the Refund Table to your issuing bank in case the reversal of the amounts has not been posted in your credit card statement of account.
  

  With the foregoing, we hope we have addressed your concerns. We would also like to take this opportunity to thank you for your patience and understanding during this time.  

   

  Internal Legal Services
  ***** ******* ********** ** *** **************** ********************************************************** ************ *********** ***** ***********

• Initial Complaint

  10/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Oct 4 2023, Philippine Airlines canceled our confirmed flights on PR127 ***-*** on Saturday Jun 15, ****. Our reservation PNR ****** 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.

  Business response

  10/24/2023

  Dear ***/*****:
  
  On behalf of the Company, please allow me to apologize to our passengers for any inconvenience caused by the schedule changes. Please be assured that PAL shall endeavor to prevent the same in the future. 
  
  With the foregoing, we hope we have addressed the passenger's concerns. 
  
  
  
  Internal Legal Services
  Legal Affairs Department
  ** *** **************** ********************************************************** ************ *********** ***** ***********

  Customer response

  10/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Philippine airlines PAL has been great in working with *** in re-accommodating my outbound flight due to the schedule change thank you ***. However I need help with the return segment as well- can I request that the same PAL agent that helped to resolve my outbound issue call me back again to discuss the impact to my return segment? Thank you

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Business response

  11/03/2023

  Dear Sir/Madam:
  
  Please be advised that the passenger's return tickets have also been rebooked and confirmed by PAL and ***.
  
  With the foregoing, we again apologize for the inconvenience and we hope we have addressed our passenger's concerns. 
  
  Thank you. 

  Internal Legal Services
  Legal Affairs Department
  ** *** **************** ********************************************************** ************ *********** ***** ***********

  Customer response

  11/07/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2 baggages didn't arrived in *********** from ****** on flight PR126 Philippine Airlines on May 3, 2023 230AM . I needed those two luggage because inside was my work clothes I need to work on my next day. They only give me $180 to compensate me to buy clothes because I need them for work. Just to make it clear is that $180 was only to get me started not to settlement for my delayed bags or lost bags. I was tired that early morning. I'm entitled to be compensate more because of my clothes. I hope that they didn't trick me or fool me for any reasons. I hope that they didn't trick me because I was tired from 15hr travel.Please email me back as I try to call you buy not answering from your end.Thanks ******************************* email ****************** cell ************

  Business response

  05/23/2023

  Dear Sir * Madam:
  
  We write in relation to *************************************** baggage concern. 
  
  Please allow us to express our regrets about ************************** previous experience where he was not able to receive the level of service that he has come to expect from Philippine Airlines, **** ("PAL"). Rest assured that we are always finding ways to improve our customer service and our passenger's feedback is essential to that endeavor.
  
  Thank you.
  
  ************************************ ***** ******* ******************* ********************************* ***** ******* ********** ******** ** *** **************** *********************************************************** ************ *********** ***** ***********

• Initial Complaint

  03/31/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Absolutely horrific experience flying with Philippine Airline. We had a flight scheduled on Dec 31st from ******** to ***, connecting in Philippines. We showed up to the airport for our flight and it did not exist. We called Philippine Airline and they said our flight was cancelled and rescheduled 3 days later. We received no notice of this. Only one of our flights were cancelled, the other leg of the flight was still leaving for *** from Philippines 4 hours later. We had to pay for 3 more days in ********, including missing 3 days of work. When we did leave on Jan 3, we had a 15 hour layover in the Philippines. Once we got on the flight to ***, the business class seats on the flight were broken. The airline had mechanics at the airport board the plane to try to fix the seats. They were not able to fix the seats and they were completely broken during the entire flight. This was unsafe to take off and land in this condition.In addition to the seats being broken, none of the **** remotes, lights or plugs worked. I have been calling and emailing the airline for 3 months and have received NOTHING back. We have submitted all receipts of out of pocket expenses including hotels, meals, after getting stuck in ******** for 3 days and missing our pay at work for 3 days. This was a huge financial hardship to miss work for 3 days. In addition, we have sent Philippine Airline all photos and videos of the seats being broken and have requested a refund and have got NOTHING back. It feels like I am dealing with a fake airline and have got completely scammed. This has been a complete nightmare and have had NO customer service at all. Every time I call for a supervisor, they are "unavailable and will call me back". I have not received a call back in 3 1/2 months. Each seat was $6500 and there were 3 of us.

  Business response

  04/03/2023

  Dear Sir/Madam:

   

  To properly investigate the complaint, may we request your Booking Reference Number and/or Ticket number(s).

  Thank you.

   

  Internal ***** Services Division
  ***** Affairs Department
  Philippine Airlines, Inc.

  Customer response

  04/03/2023

  Hello!

   

  There were 3 total business class passengers traveling together.

   

  ************************* ticket number *************

  *********************, ticket number *************

  ***************************, ticket number *************

   

  The flight that was cancelled with no notice, which left us stuck in ******** for 3 days (which resulted in hotels and food costs- as well as missing pay at work for 3 days)- flight number ** ***, Jan 1st at 12:45AM. We showed up to the airport and our flight did not exist.

  The flight where are 3 of our seats were broken and not FAA compliant, including all seats broken, remotes, TVs, lights, remotes, power outlets, etc.,- flight number *****, 15:00 Jan 3rd. This was a 13 hour flight from ****** to ***********. 

   

  Sincerely,

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

  **********

  Customer response

  04/28/2023

  Better Business Bureau:
  
  At this time, I have NOT been contacted by Philippine Airlines regarding complaint ID ********.
  

  Thank you for pushing on this, we are so angry. I have contact them over 20 times and never get a response.

  Sincerely,
  
  *************************

  
  

• Initial Complaint

  02/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a flight scheduled from ******** *** with a layover in ****** on January 18th, 2023. However, my connecting flight (****** to ***) was canceled and I was not able to leave the country until the next day (January 19, 2023). This cancelation was due to "operational requirements". Nevertheless, upon arriving to ******, I was given no assistance in terms of accommodation, compensation, and food. Due to this delay, I had to miss an additional day of work, resulting in a significant loss of income. I also incurred a lot of expenses due to the last minute flight cancelation, including last-minute hotel costs, transportation to and from the hotel, as well as food. I would like to get compensation for these incurred costs, and a partial flight refund. My confirmation number was: ******

  Business response

  02/23/2023

  Dear Sir/*****, 
  
  
  As you know, the General Condtions of Carriage governing the ticket provides; (a)  Subject to applicable laws, rules, or government regulations, PAL may, when circumstances so require, cancel, terminate, divert, postpone, delay any flight, alter or omit stopping places shown on the Ticket or in schedules and may without notice substitute alternate carriers or aircraft and PAL assumes no liability for making connections.
  
  Further,  the passenger history shows that an email notification was sent to the passenger 1 day before the flight. As per the applicable Philippine Air Passenger Bill of ******* ***** accommodation is mandatory only when the notice is given less than a day before the flight. 
  
  Records also bear that ****************** was reprotected in ********Jan2022. As such, we regret we are unable to accommodate the request for a refund. 
  
  Nonetheless, in goodwill, we are offering *** ******* the value of a 1-day ***** accommodation via a voucher in the amount of Php5,000.  We shall have our airport team prepare the voucher as soon as we receive *** ************;acceptance of the same. 

  Thank you. 
  
  

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

  Customer response

  02/24/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i,am unable to fly to the Philippines dude to health reasons, airline has request doctor ****** , i have submitted 3 ******s , and i still have been refund or a return respond,

  Business response

  02/09/2023

  Dear Better Business Bureau:
  
  
  Please be informed that ****************** refund has already been approved under Refund Recor* **********. We would like to remind ****************** to allow three months for the amount to be credited to the bank account used in booking the tickets. 
  
  
  Legal Counsel

• Initial Complaint

  01/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a flight for my Mother and Aunt in July 5,2021. We had to cancel the flight because my Mother lost her passport with her ** ***** We requested for a refund. Philippine airlines said they will refund **. ** February 2,2022 they sent ** an email stating that the refund was approved and the money will be deposited back in the credit card I used within 3 billing cycles or 3-4 months. They gave me a refund reference numbers ************** ************** ************** *************. I called in June 2022 to follow up with my refund and Philippine Airlines said to wait another 2 months because they are very busy. I called back again in September 2022 and they said they will expedite the refund. It's ******* 18,2023 now and I still haven't received my refund.Please kindly help me as I really need this money back and I worked hard for it.

  Business response

  01/18/2023

  Dear Sir/Madam:

  To properly investigate the complaint, may we request Ticket number. We will need the same in able to assist our refunds team to extract ****************** 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.
  

  Customer response

  01/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Philippine Airlines asked for more information.

  PAL ticket numbers are ************* and ************* Passengers name is *************************** and ******** B ********.

    

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Customer response

  04/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I still did not get the refund after 1 year and 2 months that Philippine Airlines said they will send me a refund. It is not my fault that it is taking this sooooo long to issue a refund. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business response

  05/05/2023

  Dear *** *****:
  
  This is to provide an updpate in relation to your refund. 
  

  We sincerely apologize for the inconvenience and the delay. During the processing of your refund with our acquiring bank, we found that there are transaction details that can no longer be retrieved. Hence, the bank cannot process and credit back the refund amount to the original account.  
  
  Kindly see the requirements below to release the funds through CASH/CHECK: 
  
  Copy of Card Holder's Statement of Account reflecting the *** transaction and cardholder's name as proof of credit card ownership. (Card Holder may redact sensitive information such as the first 14 digits of the card, billing address, and other non-*** credit card charges.); 
  2 valid government IDs of Card Holder; and 
  Quitclaim or Waiver signed by the cardholder (see attached file)  
  

  Thank you. 
  
  
  ***** *****************************
  Legal ************************* Services Division
  Legal Affairs Department
  Philippine Airlines, Inc.

*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. ↩