Review Time
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!
Had been in Bukidnon for almost 6 months. Time to fly home. Had Booked 2 economy tickets months ago. Week before flight I get the bidding offer to upgrade to business. So I submitted an offer of $1250 each for a chance. My bid was considered fair. Well it was enough for the upgrade. Our seats were together but in the middle of cabin. Found out that my remote control wasn't working for TV screen and my wife had to move her seat always to eat her meals. Why doesn't Philippine Airlines fix there problems?! This experience minimized my excitement to have beeb upgraded!!
I booked with Philippine Air because, as the national airlines operator, i believed they would have superior customer service to other local operators. Their website boasts of their Customer Service Care. Unfortunately, this isn't the reality. Schedules change and i accept this. Unfortunately, Philippine Air doesn't inform passengers when there is a scheduled change. So you make your travel plans believing you are in safe hands, when in reality they don't care about their customers. Maybe it will be better when i actually manage to fly with them? They have offered alternative flights but they fail to understand what they have offered doesn't work with the other flights and hotels booked. I will now suffer financially and suffer a shorter holiday all because they don't communicate schedule changes to paid flights. They make me incur extra costs this time but i won't fly with them again. "Failure to perform service including schedule changes" is in the Notice of Incorporated Terms.
I booked with Expedia for TD for flights from Ho Chi Minh city to Manila and then to Toronto on April 9th., 2025. I reserved two seats for me and my wife in the middle row with one aisle seat. Today, Dec 14, 2024 I received emails from Philippine Airlines informing that our flight schedules have been changed and worse of all our previously chosen seats have been changed. They put both of us in the middle seats instead of aisle seats. We logged in their website to see that the aisle seats are still available but they wanted to charge about $29 extra. We are senior people and the reason we chose the aisle seat in the first place so that we would minimize the disruption to other passengers when we have to go to the bathroom. If I know in advance how horrible this Philippine Airlines is, based on so many negative reviews, I would never booked a flight with them. We do hope that their customer service will be improved in the future.Add note: I have received a reply from Philippine Airlines on December 17th, 2024 explaining that the seat re assigned was due to operational necessity or schedule changed. But as I indicated in my original review, the aisle seat that was booked by me before is still available but for an extra cost of $29; it's so obvious that Philippine Airlines just wanted to make some extra money from us. This is so low a management style on the part of Philippine Airlines. I am looking for a reconsideration from them to give us back the aisle seat without charging extra for it 🙏
I wanted to share my nephew's recent experience traveling with WestJet and a connecting flight to the Philippines. We had such a pleasant time in Edmonton, thanks to the friendly service from the WestJet agents, particularly Mindy, who was so kind and helpful. However, the experience changed dramatically when my nephew arrived in Vancouver. For the first time, he was unexpectedly charged $100 for extra weight on his hand luggage. After he paid this fee, they then asked him to bring checked luggage as well, which was quite confusing. When I reached out to the agent for clarification and asked for her name, she told me it wasn’t necessary to know it, which felt very unprofessional and disappointing. Given the significant cost of the $2,800 flight ticket, this made the whole experience feel undervalued. My family’s trust in Philippine Airlines has certainly been shaken, and we are now considering Air Canada for our future travels. It’s disheartening to think how such situations can impact travelers, especially during the busy Christmas season. I truly hope that airlines, including yours, can find ways to ensure better communication and service for all passengers. We appreciate the consistent customer service provided by Air Canada, and I hope our feedback helps in making improvements for future travelers.Attention to AGIDELA
They charged us for business class, then changed the plane and said the new plane does not have business class for the first trip, they compensated us (I did give them one star); however, for the return flight, they cancelled our flight, lied about the reason, changed the plane (no business class), and refused to compensate us. They blamed the cancellation and plane change on the eruption; however, every other airline in the airport flew out on time to the same destination all around the same time. This airline lies and cheats. I would not recommend and I will never fly this airline again. I would pay double to fly on a different airline. It's a shame because this is supposed to be the flagship of the Philippines; with this type of behavior from the airline that bears the namesake as the beautiful county, it will only destroy the reputation of the Philippines.
Truly the worst customer service that you will ever experience from an airline. Wasted hours trying to contact them via their website, messenger and email and can't get any response or when I get an email back, they tell me to use their website which I already told them doesn't work which is why I'm contacting them so just keep going around in circles, getting nowhere
After being delayed for several hours, PR118 to YYZ was cancelled at 10:50 PM on 11/22/2024. The airline did reschedule our flight for 10:00 AM the following morning but the ground staff was unbelievably disorganized, they only got us settled in our assigned hotel @ 2:30AM. We needed to be back in NAIA in 4 1/2 hours to make our (rescheduled) flight so that allowed us zero rest. To make things worse, PAL did not even think of providing us with dinner, they NEGLECTED that BASIC NECESSITY!! When we reported that dinner was not provided, the airline's response was two breakfast vouchers!! We needed food during that stressful and exhausting night they cancelled our flight. PAL already caused us so much distress with the cancellation, neglecting to feed us at the time when it was needed most, is just MORALLY WRONG, it's dehumanizing. PAL owes passengers of PR118 compensation for not providing enough notice on the flight cancellation, that is according to PAL's Terms and Conditions.
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