Philippine Airlines Anmeldelser 

2025 and still worst customer care. Cares only for profit at the expense of customers. Or probably it's just me and my family who are the unfortunate victims of PAL. We had previous unfavorable incident with PAL 2 years ago which was never resolved and we wasted a lot of money & tears. We tried to give PAL another go this year but guess that was a major foolish decision on our part. Slap on our face like telling us "you never learned your lesson."

My husband's flight from manila to seattle was supposed to be at 10:35pm last January 5th. He was at the airport more than 3hrs before the flight for check-in (and this was booked already way ahead of time, he was not a chance passenger). When he arrived at the counter, he was told to wait. He waited until 10:35pm! Meaning he missed his flight. Why? Because according to their manager it is their right to bump out passengers during peak season coz the LAW allowed PAL to book more than 10% of its capacity. Tbh, I don't get how this is beneficial to passengers. My husband plus few others were the unfortunate ones who got bumped out without their consent. And sadly, (unless probably you are a prominent person or relative of the airline owner) there's nothing u can do but rant and vent your frustration and anger. My husband was desperate to get into that flight coz he has work next day. Given the situation, he has no choice but to be absent. To add insult to injury or confusion & frustration, the PAL manager was without remorse when talking to them. Insisting that it's the law! He was telling my husband he understood his situation and kept insisting that he go back and read the RULES rather than listening to their concerns. The people were agitated already which was a normal reaction at that time, but rather than pacifying he as a manager was being defensive & unapologetic.

On the other hand, the people in PAL office who helped rebooking (coz my husband really had no choice) were genuinely nice, patient, understanding & sympathetic of the situation of the passengers. But then again, i know this review won't matter coz seems like PAL is used to these complaints. But for customers planning to fly PAL, please spare yourself unnecessary heartache, hassle, stress & financial loss. To those who always had pleasant experience with PAL, good for you. But for me & my family, it's a battle we will never win and the only thing we can do is share our experience for awareness and NEVER FLY PAL AGAIN....

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.

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.

Unmöglich!
Als westlicher Tourist wirst wird man behandelt wie Vieh. Beim check in werden locals bevorzugt. Ebenso bei der platzvergabe im Flugzeug. Hier werden die nicht locals im Bereich der Flugzeugtoiletten regelrecht zusammengepfercht. Die guten Plätze werden an locals vergeben. Auf Nachfrage nach einem Sitzplatz mit mehr Beinfreiheit für einen 1,90m großen Europäer wird gesagt der Flieger sei voll, was sich als Lüge herausstellte. Würde sowas von einer europäischen Airline gemacht werden, würde man dieser Rassismus vorwerfen. Unser Flug ging übrigens von Manila nach Ho Chi Minh

PA does FA for their clients
Not happy.
They changed our flight itinerary 4 times since we booked our original flight plans
If we could give zero stars, we would

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 🙏

Wir sind von Busuanga nach Cebu geflogen. Weil weil ein anderer Flug nach Manila storniert wurde, funkzionierte das check in überhaupt nicht. Es wäre einfach gewesen. Ein Schalter für check in und ein Schalter für den stornierten Flug Lösungen zu finden,
Leider blockierten die Fluggäste des sornierten Fluges die Schalter und das check in dauerte über eine Stunde. Die 2 kg Uebergewicht musste ich trotz des Chaos auch noch bezahlen
Logisch bedeutete das eine Flugverspätung. Flug war ansonsten ok. Mindestens entschuldigte sich PR für
die Unangenehhlichkeiten.

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

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.

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!

WORST AIRLINE, DO NOT USE THEM

I paid 300 Australian for my flight from Brisbane to Bali and due to illness could not take the flight, I cancelled and asked for refund 24 hours before and my ticket is flexible! And they wanted to charge me 1000$ to reschedule even when my flight is flexible option

They are shady people, really useless customer service and extremely rude!

Honestly, Do not waste your money and time

Plus I’m still fighting for a refund and they say they will “contact me” in 90 days which is ridiculous

Worst airline customer service! What kind of airline asks a customer to provide a medical certificate just to get a refund for a canceled flight? After submitting the certificate, they ignore you. Their customer service is terrible, and they give inconsistent answers to your questions without any justification. They even charge a rebooking fee, even if you rebook within 24 hours. This is the worst airline ever!

I recently booked a flight with Philippine Airlines, only to realize shortly after that their prices were significantly higher than those of other airlines. Within the 24-hour booking window, I decided to request a refund. While the customer service was polite, it felt robotic and lacked genuine care.

To my surprise, they informed me that processing the refund would take up to 90 DAYS. That’s beyond unreasonable! Additionally, they charged approximately £30 per passenger, which is nearly a third of the ticket price. This “refund fee” is excessive, and the lengthy wait time makes the process even more frustrating.

Overall, I’m very disappointed with Philippine Airlines’ approach. The experience felt exploitative, and I’ll think twice before choosing them again.

They canceled my flight. I had to book one the day before which left me with over 24 hours layover in Manila and added extra stop to my flight. I was left stranded and they refused to refund my change of ticket, I had to argue with them on the phone for 3 hours just to get to a manager and it also took 4 hours to just change my ticket. It took them several hourly calls of giving me the run around and blowing me off. They were intentionally referencing incorrect flights. Absolute incompetence and just a greedy corporation. Use someone else if you are able.

Flew from PPS to BKK via Manila, staff at the counter wanted to know where I was flying to from manila, duh it says BKK, then they wanted to know where I was flying to from BKK, I said I am going for business meetings and when I have concluded my meetings I will return dubai,.I don't have a ticket as the agenda for.mt meetings is open and I didn't want to risk rushing meetings or closing deals. Then they said oh u will need an onwards ticket ffs, stop reading a fuxking script and use your common sense. After finally agreeing they said that PAL would not send my luggage direct as per my ticket but i would collect it in manila and check in again. Jeez!!
Well at manila there was no mention of how long I was staying in BKK or onwards from there.
On towards the flight, well from 1 hour delay it became a 4 hour delay, because the flight from CEBU was oh LATE!! Which meant my meeting scheduled for.8pm in BKK had to be rescheduled !! My client only available for this evening meaning no deal and a loss of earnings!!
So this 4 hour delay, PAL, decided to onboard all passengers, so for over an hour we had to endure refrigerator temperature, lack of communication from the pilot or the air hostess. I was already suffering with a cold that cold turned into flu and fever.

Fuxking PAL, trash (basura) airline from The start of.my journey to leaving Philippines!!!
Flight PR376, seat 53c Manila to BKK

Mabuhay my ass

Worst experience booking this airline. I always use PAL to fly back home but this year is just ridiculous. They changed my seat 3x since i booked it and they did again 2 weeks before my flight withiut my consent. I kept calling them to not change my seat but they keep doing it. I paid extra for my husband and I seat to have appropriate leg room cause my husband is 6’1” and we have a boy. Same for my inlaws who are seniors. I feel defeated at this point to call again and let them know we paid extra for leg room. I feel like there is no point. Honestly, i wont book this airline if there’s another airline flying straight to philippines.

Dear TP Friends,

My experience with Philippine Airlines just got worse. It was pretty bad before (see my review of September 26). They have found a way of going below terrible.

The details.
I booked a flight in business class to avoid any unnecessary drama or expense as I am traveling for work. It has been a fiasco.
First, they bumped me off my original flight. When I phoned to figure out what was happening or at least find a convenient flight - the customer service person claimed it had nothing to do with PA and hung up on me!
Extraordinary.
To be clear, my business class reservation was done in August for a flight in October. In September, they simply pushed me off my existing flight and refused to help rebook it.
After a long time - about a day of business time wasted while I rebooked my flights with a travel agent - they have now informed all passengers on my flight that the plane they have scheduled to fly from Los Angeles to Manila does not have the fuel load to carry us all the way across the Pacific!
We have to refuel in Hawaii, which will make our arrival five hours late. This means I will miss my connecting flights to Australia.
I now have to rebook again all my ongoing flights.
Dreadful. Dreadful. The time and energy wasted is such a drain.
Two further points.
I have a high regard for most Filipinos. They are a good people struggling against appalling corruption and mismanagement. However, Philippines Airlines is exactly an example of what they struggle against.

Second, I am paying the highest fees that one can do, to avoid these problems. I really wish I had chosen to fly with a first world airlines like United, Air Canada or another expensive carrier. It would have been cheaper in the end.

Good luck and safe travels to everyone!

Charize showed excellent customers service skills.She welcomed us right way. She was very attentive, and always checked if we needed anything. I also noticed that their crew was always smiling. They provided fast service and saw to it that the restroom was always clean. By far, compared to the other crew, this is the most helpful, attentive and efficient crew that we've experience when travelling via PAL.

ok at first .ive flown on pal some 15 yrs oh maybe 10 times...never once have i regreated it...what stands out..they do try to give there best...timley...good food..great seats ..why.airbus..im so tired of the junk seats on united ,american...all boeing...loud..small isle and small seats...but ..what pal just did was above and beond..united did not send my bags forward to the next flight .it was a pal flight..3 days later pal got me my bags when it was not even there falt....5 star pal!!!! thank you