Scam airline! Do not fly with them!On the 30th of October I wanted to fly from Coron/Busuanga (USU) to NAIA (MNL) with my girlfriend because she had an important appointment the following day. I paid 33610 PHP for flights MNL - USU and back for 2 persons and the first flight went well but the second (worth half of it (16805 PHP) didnt:After we had been waiting one hour right at the gate, our flight got cancelled due to "bad weather conditions" (it was a bit rainy and ALL the other Airlines were starting and landing and serving the same route during the same daytime so at least for the others it was no big deal).Every other flight to NAIA was full, so we had to switch to Sunlight Air immidiately and fly to Clark (CRK) four hours later and then use the bus to Pasay City where the appointment was and where we stayed over night.So far so bad. After reaching out to the customer service I got an answer from some "Jana" (case no. 01289595) who really had the audacity to charge me a "refund service fee" of 2000 PHP per passenger and a "late cancellation fee" of 1500 PHP per passenger (which would be 7000 PHP in total for THEIR fault that the flight did not take place). I disagreed and referred to their own customer policy which says that customers get the full refund if the flight is cancelled by PAL and not by the customers.Then I got an answer from a person named "Knox" who agreed with me and told me to give me my whole refund.First I thought everything is going to be okay, but the following days when I checked my credit card I just got a refund of 200 PHP and not 16805 PHP as expected.I reached out to them again but the case was already closed at the same moment I have got their last answer, not even waiting for me to approve if the refund really arrived, so I opened up another case (case no. 01325508).Then I got an answer from some "Monique" who just told me that the refund can take up to 3 weeks and she blamed the bank for the whole delay. As a former fraud and scam investigator I immediately knew that this was a lie because the mysterious 200 PHP that reached me took only one business day to get refunded to me. I wanted to answer again but again my case was closed immediately. I reached out a third time and got again an incompetent answer from "Monique" who blamed the banks again and then closed the case (case no. 01345507) again before waiting for me affirming that the money has been refunded.Right now I opened up my fourth case at the customer service and I am writing an official complaint to the CEO because the customer service is hell of a shithole. Nobody cares and there are only incompetent people who do not wanna help you but scam you!I warn everybody from flying with this airline! You will lose a lot of money! PAL ist a big scam!@PAL: You still owe me 16605 PHP! Pay it back or I bring you to court!
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