philippineairlines.com

Philippine Airlines: Security Breach, Theft, and Appalling Customer Service

I feel compelled to warn fellow travelers about my recent experience with Philippine Airlines (PAL) involving a serious security breach, theft from my checked luggage, and subsequent customer service nightmare.The Security Breach & Theft:On my recent flight from LAX to Manila, my checked luggage was breached and a brand-new MacBook Air was stolen. The evidence of tampering was unmistakable - the internal zippered compartment where the MacBook was stored had been deliberately unzipped, with contents displaced, while the rest of the luggage remained closed. This wasn't a case of items shifting during transit; someone physically opened my luggage, unzipped an internal compartment, removed the MacBook, and then closed the luggage without rezipping the compartment. I had specifically informed the check-in agent about the valuable item, which was properly packaged in its original box plus additional protective packaging, and was assured it would be safe.The "Investigation":What followed was a textbook example of how not to handle customer security concerns:Despite filing an immediate report upon discovering the theft, PAL claimed my reporting was "delayed" because I didn't somehow magically check my luggage contents at the baggage carousel after a long international flight.After three weeks of persistent follow-ups, their entire explanation was that "security personnel conduct body frisking" of handlers - as if this negated the fact that a theft actually occurred.They falsely claimed I never declared the item, directly contradicting my conversation with their check-in agent.They ignored clear physical evidence of tampering with my luggage.Their Customer Management team mischaracterized my protective hard-case luggage as having "unsecured compartments" - demonstrating they hadn't even properly reviewed the photos I submitted.Management Response:When I escalated to corporate departments, I was simply redirected back to the same ineffective customer service email that had already failed to address the issue. The irony of their "WeCare" email address was not lost on me, as they demonstrated no actual care regarding a serious security breach.Safety Concerns:Beyond my personal loss, this incident raises serious questions about baggage security on PAL flights. If items can be stolen from checked luggage with no accountability or proper investigation, what other security protocols are being neglected?Bottom Line:While the actual flight service was average, the airline's handling of this security breach has been abysmal - from dismissive responses to incomplete investigations to blatant attempts to deflect responsibility. I've been forced to file formal complaints with transportation authorities in both the Philippines and the US.If you value your belongings and expect to be treated with respect when legitimate issues arise, I strongly recommend considering alternative airlines for your travel needs. The stress and frustration of dealing with PAL's inadequate security and customer service systems far outweigh any potential benefits of flying with them. BEWARE! Do Not fly International with Philippine Airlines flying into Manila! It has a high percentage that your checked luggages will be breached and your belongings will be stolen by PAL luggage staff and their security personnel are all in it! Consider alternative airlines even if it has 2-3 hours layover connecting flight!

Date of experience: Mar 22, 2025