Flight: Originally booked on PR 732 (19:40), attempted reschedule to PR 736 (14:45)I had a very disappointing experience with Philippine Airlines today, July 3rd, at Manila Airport.I arrived at the counter at 1:30 PM, well in time for the earlier 2:45 PM flight (PR 736), and requested to be moved from my later 7:40 PM flight (PR 732). Despite being fully willing to pay for a Business Class upgrade, I was told that rescheduling wasn’t possible because the “cutoff time is one hour before departure” and the process would take “more than 15 minutes.”The check-in agent and supervisor kept going back and forth, claiming they’d check with their manager—but it was clear there was no real intent to help. Their tone was curt, inflexible, and frankly dismissive. No proactive thinking, no ownership, no customer empathy.This is exactly where airlines like Singapore Airlines stand out—their teams are empowered to make changes swiftly, even within 45 minutes of flight time. I've experienced it personally. Philippine Airlines, on the other hand, stuck rigidly to a script and failed on basic service recovery.Summary: Arrogant attitude. No flexibility. Zero customer-centricity.
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The Flag carrier of the Philippines.
The Heart of the Filipino.
Asia’s First and Longest-Serving Airline.