philippineairlines.com

Fraud Airlines

We had a flight from Singapore to Manila and from Manila to Kalibo.The flight from Singapore to Manila has been delayed for 5 hours, therefore we have missed our connection to Kaliba. In Manila the ground team kindly changed our tickets to Caticlan airport because the next available flight to Kalibo was next day.During check in to that flight to Caticlan, we have asked to the lady at the counter if we can upgrade our ticket to business class in order to use the lounge. She said there is no business class available on the plane but she upgraded us to comfort class and told us that we can use the lounge regardlass. I have paid 70usd per pax for the upgrade . When we approached to the lounge, we have been informed that comfort class passengers can not use the lounge. Since we have already passed the security, I couldn’t go back to the counter and change back my ticket. While we were boarding to the plane, the lady at the gate saw our boarding passes and changed our seat numbers with hand righting without any explanation. When we boarded, the cabin chief told us that he will check for the reason of the change. After his countless tries, ther reason for the change was that as per Phillipine Airlines regulations same day upgrades are not allowed, and he said we have to sit on the new seats which are not comfort class zone. One of the ground crew even claimed that that we counterfeited our boarding passes in order to sit at comfort class. After half an hour commotion, cabin chief offered us the seats, but he said he cannot not offer the services which we agreed and we finally took off. At the end of the day, we had to wait around 5 hours without any explanatations for our delayed flight and then we have been charged 140 usd for a service that we did not receive.Therefore I want a refund of my money that I paid for upgrade. I have contacted PR customer service online, they keep stalling and stalling saying that they are investigating.

Date of experience: Jun 28, 2023