Philippine Airlines Anmeldelser 

Total Incompetence and Broken System
We flew Perth to Manila on 25 Dec 2025. Due a problem with Perth’s baggage handling our bags did not get on our flight. Baggage Report submitted that day.
Perth got our bags to MNL (via Singapore) in an impressive 22 hours. It then took PAL 60 hours to get our suitcases the 12 km to our hotel and delivered them at 2:30am.
11 weeks after submitting all of the requested paperwork, I still have not been reimbursed for the few clothes I purchased. Repeated hastening by me only resultes in an email from Customer Service to the MNL Baggage Dept, which they constantly ignore.

We have been dealing with Philippine Airlines for over 4 months regarding our lost luggage, and the level of incompetence is shocking.

We have submitted the claim form three times, yet there has been zero progress and no compensation. Every follow-up is met with the same excuse—that the Bangkok baggage team has not responded. This is not a customer problem; it is an internal failure, and passing blame like this is unacceptable.

As business passengers, we expected professionalism. Instead, our holiday was completely ruined by poor handling, lack of accountability, and endless delays. No ownership, no urgency, no resolution.

At this point, it feels like deliberate stalling rather than customer service.

Avoid this airline if you expect reliability or basic responsibility when things go wrong.

Abysmal booking user interface-website just freezes at the payment part. Calling phone support and pricing is different (more expensive). Awful customer experience

Io ho prenotato questo volo con un agente di viaggio e purtroppo tre giorni prima della partenza avevano chiuso gli spazi aerei nel medio oriente causa guerra. L'agenzia online non ha minimamente preso in mano la questione dicendo di rivolgermi alla compagnia aerea. Philippine airlines ê stata grandiosa!.
Dopo aver contattato la compagnia online , sono andata direttamente in agenzia a Bohol e le ragazze sono state bravissime e molto pazienti. Dopo qualche ora di ricerche e contatti con il team della compagnia aerea mi hanno trovato un volo sostitutivo nello stesso giorno con scalo in Cina anzichê a Dubai . Il tutto senza costi aggiuntivi. Con i problemi di viaggio che stanno riscontrando molte persone in questi giorni , io devo davvero ringraziare Philippine airlines

Let’s begin with the arrival at the Bangkok airport. When I arrived to the airport, Philippine Airlines had long lines and confusion! There was nobody there to direct or help the situation. It was a free for all for the guests. It took almost three hours to check in. Airport security said they’re always understaffed for check in’s. Once I checked in and got onto the plane, I was shocked! It was old and run down. Caulking in the restrooms and what looked like do it yourself repairs. The restrooms were filthy and stained. The seats were worn out and headrests were torn in spots. You could definitely see the age on this plane. When we landed in Manila, even more of a shock! The immigration counter was a 6’ banquet table?!? Philippine Airlines were busy trying to look busy or helpful while doing nothing. Four lines were set in front of this 6’ table and then you had to loop around to get into another line and then another. At the terminal, Philippine Airlines held workout and broken signs to communicate with passengers, they do not use the microphone for some reason. This 777 was no different than the first! Do it yourself restroom repairs, caulking and a non working faucet (they didn’t even offer hand sanitizer), and urine stained walls. For a 12 hour flight, the seats were so worn down, it felt like sitting on metal. Hard and uncomfortable. The plane looked run down and old. After seeing how they operated at their hub and on two flights, and seeing all the negative reviews, how are they in business? Cant someone do it better? Don’t the Philippines deserve something better? Something safer? Don’t waste your money on this airline. The prices are no different than airlines with newer planes and maintained professionally.

Don't fly with the company! Even when delayed for connection flight, no compensation at all! Overnight flight without any hotel voucher.
Bad service

Excellent experience with Philippine Airlines! Smooth booking process, friendly staff, and comfortable flights.

I contacted Customer Service to change my email address in their system (per instructions from their website), and the reply from Customer Service was that they could not change my email address in their system because my old email address does not match the credentials in their system (aka, they can't find my email address in their system or they are too lazy to handle my request). Interesting that I am logged into their system as I am sending the request.

Since they can't handle anything as simple as an email address, I definite don't trust them on a reservation, flight, or anything else as menial.

In response to your response, I have communicated with you twice via email within the 48 hours. The second email sent to you included a screen shot within your system of my account number. In order to gain access to my account, it required me to change the password (verification required), and then access the account.

In addition, I initially entered all of the required information to create a new account (with my new email address), until your system informed me that my information matched an existing account, therefore your system would not allow me to create the new account with my new email address.

In addition, your bad reservation system failed to save the seating that I selected during my online reservation process and Froze, resulting in the reservation being cancelled because it was not complete.

Other airlines offer better customer service and better reservations systems! AVOID Philippines Airlines at all costs!

This airline only cares about money, I have been dealing with them for nearly 3 months now, and still no resolution, still no refund. In December I booked a flight from Manila to Puerto princessa for the 12th January,I wanted to reserve a spot for my dog traveling as checked baggage (because it is very small) but the only way you can do it is by phone. I was in Thailand and I contacted the Philippines Bangkok reservation office, they were not able to do it, so several time I tried to contact the Philippines customer service number. Every time I was on hold so long that my credit was gone.. several times I put 10euros credit and that was gone before I could talk to an operator. Countless long long long chats with the customer service only to be told that I need to book by phone, many emails also. The day before the flight I arrived in Philippines and tried to call customer service again from the reception of my hotel, I was on hold nearly 20 mins so I had to give up as I couldn't keep the hotel phone engaged too long. Very stressed about the situation I decided not to go to the airport because I didn't have booking for my dog. Ever since I tried to get a refund, again countless hours chatting with customer agents and supervisors, a few cases open... But still no news. If you have a flight that you would like to reroute don't even think about it because you will lose all the additional services, like extra luggage and dog fees... RIDICULOUS!!! So if you reroute like me, not just you pay penalties and fare difference.. you also have to pay AGAIN for the dog booking. HOW IS THIS FAIR??? What a shitty way to get extra money from customers!!!

Should have been half a star if possible. Cancelled flight with 24 hours notice for a family of three and rebooked on a departure date 5 days later with out any concern for customer impact.
Customer care process seems blind to operational problems and what is communicated by the online operational team.
CC did not return a call back after selecting the option and then kept on hold waiting to talk to Customer care for 2+ hours, then was not able to resolve the cancellation issue, was not providing any options to pick from. They are not trained for resolving issues quickly to reduce the waiting time. The email communication on cancellation of the flight clearly stated that customers have to speak to CC to book alternate flights on other airlines but CC was not offering it as an option till being pushed to do so, and then could not find flights as they take 3+ hours to attend to the calls.
Cancellation charges are applied to refunds even though it was flight cancellation and not caused by the customers.
Refund of the amount takes "three billing cycles" as per CC. And the supervisor does not state it in number of days/months. So customers have to wait for 2+ months to get their money back!

Avoid this airline at all costs.

I have avoided Philippine Airlines for 20 years due to their unreliability, and my recent experience confirmed exactly why. I booked flights for my son and his friend—who grew up in the US and are unfamiliar with the Philippines—only to have PAL change the flight schedule 3 different times.

The constant changes turned an already anxious travel situation into a nightmare. I was forced to cancel the flights entirely. Now, the airline claims it will take 3 months to process my refund.

This is a direct violation of US Department of Transportation (DOT) regulations. Under federal law, for flights departing from the US, airlines are required to process refunds to the original form of payment within 7 business days for credit card purchases. Telling a customer to wait 90 days is unacceptable and unlawful.

They would never get away with this if they weren't the national carrier, and it is shameful how they treat their own people. I will be filing a formal complaint with the DOT to ensure my money is returned within the legally mandated timeframe. Avoid this airline at all costs.

Case#03242618 - cancellations number

We were booked on a scheduled Philippine Airlines flight that was due to depart from Manila to Coron/Busuanga Aquino International airport at 07.45

Just after 07.45 We were eventually informed that the aircraft required ‘maintenance’ and would now not be available to complete our trip.  

After waiting in a long queue for an extended period we were eventually told that we needed to take a 2 hour bus ride to Clark Airport to hopefully catch a flight from there, (some 8 hours later).  This meant that we would miss our boat transfer to our luxury resort, resulting in losing a day there.  
On arrival to Clark, this was somewhat chaotic, with check in machines not functioning. 
We are actually sat there now, (instead of at our resort) and hold Philippines ineptitude entirely responsible for that.   
They hadn’t only let us down, but also their ground staff, who although professional, were clearly stressed by the situation.  
To put this into context, my wife and I have had the pleasure of flying to some 30 or more countries, encountering good efficient service with all the providers we have flown with.   It’s our first time flying with PA, and I expect it will now be the last.  

Footnote - we’ve subsequently seen the response from the company (below). Had they checked the information they would know that we’ve already experienced some unsatisfactory dialogue from their customer service department, which only served to exacerbate the situation.

the extremely poor customer service I have experienced while attempting to change my flight itinerary after arriving in the Philippines.
My original itinerary had me departing from Manila. After arrival, we decided to add Cebu to our trip and requested a change so that we would depart from Cebu instead. What should have been a straightforward change turned into an ongoing issue spanning four days and countless wasted hours.
I first contacted your customer service phone line, where I was placed number 47 in the queue. When an agent finally answered, she listened to my request, placed me on hold for an extended period, and the call was disconnected. This exact scenario happened multiple times before I gave up on phone support.
I then attempted to resolve the issue through your website’s live chat. Repeatedly, agents took my details, placed me on hold, and then never returned to the chat. In one instance, I was explicitly told that my case was being transferred to the escalation team and instructed to stay on the line. I waited over an hour, and no one ever joined the chat. The conversation was effectively abandoned.
Eventually, after starting yet another chat and again requesting escalation, an agent informed me that the flight could be changed only if I paid an additional USD $150—despite the replacement flight being USD $179.85 cheaper than the original ticket. When I asked instead to cancel the flight, I was told that the refund would take three to four months and would also be subject to a cancellation fee of $150. When I asked to cancel the flight I was disconnected from the chat. I went to the website and cancelled myself.

Every interaction has followed the same pattern: agents claim they are working on the issue, state they are transferring the case, and then disappear without resolution. This creates the impression that agents are simply attempting to end conversations rather than provide actual assistance.
This has been the worst customer service experience I have ever had with any airline. It has been frustrating, time-consuming, and entirely avoidable. Based on this experience, I would not recommend this airline to anyone and would seriously reconsider flying with them again.

I booked my flight months ago using my drivers license with my middle name on it. 3 days before my flight i came back to Flight centre to get my Travel Card with my passport with me. Turned out my passport does not show my middle name as opposed to the ticket, (i booked with my drivers license earlier). They happily charged me a ridiculous fee of 320.00 just like that. Hence I am not changing my flight number, date and time. I still have same phone number, my birthdate still the same, i still live in the same address, meaning i am the same person travelling. All they have to do is issue a new ticket without my middle.name.on it to match my passport. But nooo... they charged me a ridiculous AU 320.00 without any considerations at all. All they have to do is knock my middle name off the ticket to match my passport. But they must make money out of people who work very hard for their money to be able to go and visit family back home with, just 1 second work in a computer with nothing to change but charge me freaking 320.00!!! What the Fu,#!!! PAL???

Never fly with Philippine Airlines because of high-priced tickets (expensive) and very poor customer service. This Airline impose unexpected fees for monetary gain by taking advantage of passengers. Check all the negative reviews online and poor rating.

I had a very bad experience with this airline when they charged us $250 oversized baggage fee to a disabled senior who checked in a mobility scooter using the original package box and little larger than balikbayan box. No consideration to elders, like a highway robbery. We were not charged for the same box to Manila, but when we return back to LAX, the PAL personnel at Manila airport took advantage of us seniors. What they're doing is unfair corrupt business practices for monetary gain and income.

I've contacted their Customer Mgmt Office and reported this complaint, but they never want to resolve the issue and return the fee paid since it's an income/profit to them.

Never again fly with Philippine Airlines!

Avoid this airline
As soon it. Ines to disruption, you are left alone
I have tried to contact this company via WhatsApp, via messenger, via Chat, vie provided phone number and via provided link
No contact possible!
Need to request now a refund and hope the money will be returned to my Cc in timely manner
How can n airline operate like this- especially if they want to be international

AVOID THIS AIRLINE! We flew from Manila to Bangkok and when we got to Bangkok our bags weren't there. We filed a report at the airport but had onward travel to Ko Tao the following morning. Had to do 3 full days without our stuff and when we raised complaints regarding expenses and compensation we got ignored. They don't expense anything and when you email them despite previous email chains explaining the situation they just ask you to explain everytime as no one looks at the notes. Almost a year later and still trying to get the money we are owed. Had to go to UK Aviation Authority and everything, just fly with another company!

Worst costumer service of any airline. No information about delays and they do not care about costumer complaints

The worst experience! Our flight was delayed by 14 hours with the ground staff being unable to provide us any information or help us with our missed connections. They were rude and unprofessional. The original plane which was the cause of the delay had no in flight entertainment which was not known prior to boarding. The subsequent compensation included flight vouchers for an airline I never want to experience again. Terrible from start to finish and I wouldn’t recommend to anyone. Their customer service team has since ignored my requests for other compensation following such a poor experience. Please don’t waste your money!!

What a disgrace
Flew from Boracay to Manila and on landing ( of course delayed) was advised that my checked luggage failed to be placed on the flight and would be on the 4pm flight same day, it was 1.30pm and I was told I had to wait at airport until 4pm to pick up bag. I refused so they greed to courier the bag to my hotel 7 km away. At 4 pm they texted me to say big had arrived and was with the courier. At 10pm after several calls to the airline and courier (who refused to answer) I was advised bag would be delivered by 10.30pm. Bear in mid I had an international flight at 8am and was convinced I’d have no cloths. Bag finally arrived at hotel at 12.30am, no apology no nothing 8.5 hours to deliver a bag 7 kms. Logged a complaint with Philippine Airlines and advised I would have a response in three days, that was two weeks go. Philippine Airlines no care no no responsibility.