Not happy with the Customer service at the Airport. We were supposed to fly with a different airline from Melbourne to Osaka but unfortunately that got cancelled. We booked with Philippines Airlin... Ver mais
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Veja o que dizem as avaliações
I would strongly recommend avoiding this airline. First-class scammers. They change weight categories for flights, and the scales for suitcases and bags are not properly calibrated, so you automatic... Ver mais
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Philippine airlines lost my 55 liter bag and was never able to trace my bag from the point when they lost it on march 30 to april 16. I then immediately started a lost bag claim at manila airport, at... Ver mais
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They are upgrading system is the worst they tell you if the bid is successful or not after you’re in the air for the second flight and they make you open your checked in luggage during your connection... Ver mais
A empresa respondeu
Detalhes da empresa
Escrito pela empresa
The Flag carrier of the Philippines. The Heart of the Filipino. Asia’s First and Longest-Serving Airline.
Informações de contato
Pasay, Filipinas
- philippineairlines.com
1,5
Muito Ruim
477 avaliações
Respondeu a 100% das avaliações negativas
Normalmente responde dentro de 1 semana
Como esta empresa usa o Trustpilot
Veja como as avaliações e classificações são obtidas, pontuadas e moderadas.
Philippine airlines lost my 55 liter…
Philippine airlines lost my 55 liter bag and was never able to trace my bag from the point when they lost it on march 30 to april 16. I then immediately started a lost bag claim at manila airport, at which I followed every direction they provided, as drawn out amd difficult as it ended up being. After a week or so, I filed a reimbursement claim for a value of 1,650.00 USD where they wanted receipts of ALL purchases within that bag, which is absurd as those items were purchased over a period of 5 years. I was told it is fine if there are no receipts and to note that on the reimbursement form for the claims departmemt to review. Honestly I cannot think of many people who would keep receipts dating back that far, s who anticipates losing their bag while traveling. After a week of radio silence from the claims departmemt, they come back with an offer of 150.00 USD. Utterly disgraceful and some of the worst business practices I have witnessed on account on philippines airlines part. Do not ever fly through them, if I could give zero stars I would.
16 de abril de 2026
Avaliação não solicitada
Resposta de Philippine Airlines
Hi, Caleb. Thank you for sharing your experience regarding your lost baggage and the handling of your claim.
We understand the frustration you felt throughout the process, particularly the time it took to trace your baggage, the documentation required for your claim, and your concerns regarding the final assessment provided. We recognize the impact this situation had on your travel experience and the inconvenience caused while you were waiting for resolution.
We will be sharing your feedback with our baggage claims team for further review.
For proper handling and to ensure your concerns are addressed accurately within the correct process, we highly encourage you to continue correspondence through the existing email thread with our baggage claims team. This allows your case to be tracked directly and reviewed in detail by the office handling your claim.
We appreciate you taking the time to share your feedback and remain committed to reviewing and improving our baggage handling and claims process.
Not happy with the Customer service at…
Not happy with the Customer service at the Airport.
We were supposed to fly with a different airline from Melbourne to Osaka but unfortunately that got cancelled. We booked with Philippines Airlines 10 hours before the flight time. Knowing theres a 18 hours transit, we did not had enough time to apply for a transit visa.
We just arrived at Manila airport, went to the customer service desk, explained everything with a hope they would accommodate us with something for 18 hours. Not just they were clueless but Instead they simply said we can't help you, you have to stay in the transit lounge on benches. The lounges only allow 3hours max(Paid).
We have returned flights all confirmed with PAL but they have no services for Transit passengers unless you are from certain country.
Disappointed!!
15 de abril de 2026
Avaliação não solicitada
Resposta de Philippine Airlines
Hello, Adeel. Thank you for sharing your experience regarding your transit in Manila on your journey from Melbourne to Osaka.
We recognize the disruption you experienced after your original flight was cancelled and the need to rebook your journey at short notice, resulting in an extended layover in Manila. We also understand your concern about the guidance provided at the airport and the challenge of managing a long wait in transit conditions.
We understand your expectation of receiving assistance upon arrival, especially given the length of your layover and the circumstances of your travel disruption.
Transit arrangements in Manila are subject to immigration entry requirements, visa conditions, and lounge access eligibility, which vary depending on each passenger’s travel situation and booking details. In cases where entry into the country or lounge access is not applicable, passengers are required to remain within designated transit areas in line with airport regulations.
We will be sharing your feedback with the relevant teams for review, particularly on passenger guidance and support during irregular travel situations and short notice rebooking scenarios, to help improve clarity and consistency at the airport.
To allow us to review your case further, you may reach us through our official Instagram or X accounts at @flypal, or via email at wecare@philippineairlines.com. Kindly include your booking details so we can review your case further.
We appreciate you taking the time to share your feedback and remain committed to improving the experience of passengers during disrupted journeys.
Very disappointing experience with…
Very disappointing experience with Philippine Airlines.
On February 20, 2026, I had a flight from Cebu to Siargao (PR2374), which was cancelled due to adverse weather conditions. I fully understand that safety must come first, and I do not question the cancellation itself.
The issue is what happened afterwards. No meaningful alternative solution or real assistance was provided. I was left completely on my own to manage the situation, forced to rebook flights, cover additional accommodation, meals, and transportation costs, and also lost subsequent flights I had already booked.
Despite clearly explaining the financial and logistical impact, the airline only refunded the original ticket and refused any form of compensation or even a basic goodwill gesture (voucher, credit, etc.).
I understand the concept of force majeure, but there is a clear difference between an unavoidable cancellation and the complete lack of customer support afterwards.
Situations like this are where an airline truly shows its level of service, and unfortunately, this experience fell far below expectations.
I will carefully reconsider my options before choosing this airline again.
20 de fevereiro de 2026
Avaliação não solicitada
Resposta de Philippine Airlines
Hi, Emanuele. Thank you for sharing your experience on your flight from Cebu to Siargao on PR2374.
We understand that your flight was cancelled due to adverse weather conditions prioritizing passenger safety. We recognize the level of disruption this situation created for your travel plans, including the need to manage rebooking, accommodation, meals, transportation, and the loss of your onward flights. We also understand your concern regarding the level of assistance provided after the cancellation and the challenges you faced in arranging alternative travel.
Flight cancellations due to adverse weather are considered force majeure events. In situations classified as force majeure, support is provided in accordance with established policies, and certain additional expenses such as accommodation, transport, and missed onward bookings are not covered under these conditions.
If you need further assistance, you may reach us through our official Instagram or X accounts at @flypal, or via email at wecare@philippineairlines.com. Kindly include your booking details and supporting information so we can review this further.
We appreciate you taking the time to share your feedback and remain committed to improving how we support passengers during operational disruptions.
Avoid…
They are upgrading system is the worst they tell you if the bid is successful or not after you’re in the air for the second flight and they make you open your checked in luggage during your connection in Philippines to ensure there is no battery power devices. This is done in Manila when I was taking a flight from Tokyo to Melbourne absolutely ridiculous delayed our flight stressed us.
14 de abril de 2026
Avaliação não solicitada
Resposta de Philippine Airlines
Hi, Dec. Thank you for sharing your experience regarding your journey from Tokyo to Melbourne, particularly your observations on the upgrade process and the baggage handling during your connection in Manila.
We recognize how concerning it must have been to receive the result of your upgrade bid at a stage where it no longer supported your travel planning, especially while already en route. We also understand the stress of managing your connection under circumstances that caused delay and uncertainty.
Please be assured that we are here to assist and to review the details of what took place during your trip.
Our upgrade bidding system is designed to process offers closer to departure, depending on seat availability and operational conditions. However, the timing of notifications should still allow passengers to reasonably anticipate their cabin experience. Your feedback provides valuable insight into how this is currently experienced.
We will be reviewing both the upgrade process and the circumstances surrounding your connection in Manila with the relevant teams to better understand what occurred.
To allow us to look further into your specific case, you may reach us through our official Instagram or X accounts at @flypal, or via email at wecare@philippineairlines.com. Kindly include your booking details and any additional information that will help us conduct a thorough review.
We appreciate you taking the time to bring this to our attention and remain committed to improving the overall travel experience we provide.
Unintelligent airline
Flying out of Manila on flight 116 to Vancouver Canada. Went through screening and had to wait in a long line just to sit. Once on the gate area not allowed to use bathrooms or bring water through. Forced to leave area to get a water that can not be brought back into seating area. Bathrooms are also outside of seating area and you are requir d to be x rayed again to return to your seat. If you are a solo traveler you will need to have your carey on screened again to get to your waiting seat. What kind of fool came up with this lunatic ideal. We were all already screened as are the retail shops. Would never take your flight out of Manila again. Worst airline ever and simply unintelligent people in charge that came up with this.
In reply to your answer. I live in Vancouver and have flown out and back from several countries. No other country does what you do. If your airport vendors are not secure to sell me water then why arre they there. I have always been able to use the bathroom and bring water from inside the airport vendors on to the plane headed back to Canada. People that need to taake meds are now required to leave their seat and it they are a lone traveler lose their seat to get a drink. Your policy is not Canadian and is solely your choice.
11 de abril de 2026
Avaliação não solicitada
Resposta de Philippine Airlines
Hi, Richard. We regret to hear about the inconvenience you experienced during your departure from Manila on Flight 116 to Vancouver. We understand how difficult it can be to face multiple screenings and restrictions when you simply wish to rest, access facilities, or purchase refreshments before your flight.
Please allow us to clarify that these procedures are not unique to Philippine Airlines. They are security directives mandated by the Government of Canada for all flights bound for Toronto and Vancouver. The additional screening at the boarding gate, restrictions on liquids and gels, and re-checks when exiting the cordoned area are required to ensure the safety and protection of all passengers. Philippine Airlines is obliged to comply with these international aviation security standards.
For more information on these requirements, you may visit flypal.com/securitycheck.
We sincerely appreciate your patience and understanding, as these measures are in place to safeguard everyone onboard. Your feedback is important to us, and we will continue to work closely with airport authorities to make the process as smooth and comfortable as possible.
I using Philippines airlines bad experience
I using Philippines airlines from Melbourne to bkk and return in business class was very messy and not worth paying for it.
*Chick in at bkk airport I was waiting 1.30 hours to get checked in .
*At the plane business class not really full.
* toilet seems for all classes.
*Food very basic.
*drinks cheap wine .
Next trip will probably not use Philippines airlines again.
6 de abril de 2026
Avaliação não solicitada
Resposta de Philippine Airlines
Hi, Sam. Thank you for sharing your experience with us. We understand your concerns regarding the extended check-in time in Bangkok and aspects of your Business Class journey that did not meet your expectations.
We would appreciate the opportunity to review your experience in detail and assist you directly. Please reach out with your flight details through our contact page at flypal.com/contactus so we can look into this further.
Thank you again for bringing this to our attention, and we hope to have the opportunity to provide you with a smoother experience on your next trip.
I would strongly recommend avoiding…
I would strongly recommend avoiding this airline. First-class scammers. They change weight categories for flights, and the scales for suitcases and bags are not properly calibrated, so you automatically end up paying extra. Without noticing, I almost paid for 12 kg when it should have been 6 kg. So, do not choose this airline!!
Oh, and to make matters worse, the flight was also canceled. As a result, I lost an additional €500 on unused hotels, a canceled boat trip in Coron, and having to book an extra hotel.
4 de abril de 2026
Avaliação não solicitada
Resposta de Philippine Airlines
Thank you for sharing your experience with us, Sven. We understand how frustrating this must have been, especially with the unexpected baggage charges and the subsequent flight cancellation, which disrupted your travel plans and led to additional expenses.
We regret the inconvenience you encountered with the baggage weight assessment. While weighing is conducted using calibrated equipment and standard procedures, we acknowledge that discrepancies may occur and appreciate you raising this concern. We also recognize the disruption caused by the flight cancellation and its effect on your trip.
We would like the opportunity to review your concerns further and see how we can assist. Please reach out to our customer care team with any supporting details through the following channels:
Instagram and X: @flypal
Email: wecare@philippineairlines.com
We appreciate your feedback and the opportunity to address your concerns.
Excessive Excess Baggage Charge
I was wrongly charged $400 for excess baggage on a Business Class flight (midnight I might add) and found out later that they had overweighed one of my packages as 16kg which was actually only 2.26kg. Lightweight right? Despite trying to show proof of this when i got home, they will not entertain any error on their part. I have been skinned and will not fly with them again.
If not for this unsavoury experience, I would keep flying with them as i have traveled many times on business before
15 de dezembro de 2025
Avaliação não solicitada
Resposta de Philippine Airlines
Hi, Peter. Thank you for sharing your experience with us. We understand how concerning it must have been to be charged for excess baggage under circumstances that you believe were inaccurate, especially after taking the time to verify the weight on your end. Situations like this deserve careful review, and we take your feedback seriously.
Baggage assessments at the airport are based on calibrated weighing equipment and standard procedures observed at the time of check in. At the same time, we recognize that discrepancies may arise, and when they do, they merit proper evaluation with supporting details and documentation. Your concern regarding the weight variance and corresponding charge is something that our team can look into more closely.
We would like to assist you further and ensure that your case is reviewed appropriately. To help us do this, you may reach out to us through the following channels:
Instagram and X: @flypal
Email: wecare@philippineairlines.com
Kindly include your booking details, baggage receipt, and any supporting documents you may have so our team can conduct a thorough assessment.
We value your continued trust, especially as a returning business traveler, and we remain here to support you in resolving this matter.
Urgent unresolved lost luggage
I am writing to formally follow up on my unresolved lost luggage claim, which has now been outstanding for over four months.
Despite my patience and multiple follow-ups, I have not received any meaningful update or resolution from the Bangkok (BKK) luggage team regarding my case. This delay is unacceptable, and it has caused significant inconvenience and distress.
I have allowed ample time for your team to investigate and resolve this matter in good faith. However, as there has been no progress, I must now escalate the situation.
Please treat this email as my final formal notice. If I do not receive a clear update and resolution within the next 7 days, I will proceed with legal action against Philippine Airlines. My lawyer has advised me to send this final communication before initiating further steps.
I urge you to prioritize my case and provide:
• A clear update on the status of my lost luggage
• A timeline for resolution
• Details of compensation or reimbursement
Please respond urgently to avoid further escalation.
12 de dezembro de 2025
Avaliação não solicitada
Resposta de Philippine Airlines
Hi, Guekly Hoeur. Thank you for taking the time to share your experience regarding your unresolved baggage concern. We fully understand how prolonged uncertainty around a lost item can be distressing, especially given the time that has passed, and we recognize the urgency of your request for clear updates and resolution.
Please be assured that your case is currently under active review. Our team has already reached out to you via email to provide assistance and to continue the coordination required to move your case forward. We encourage you to continue corresponding through that channel so that all updates, documentation, and next steps can be handled directly and without delay.
Your feedback and escalation have been noted with seriousness, and the matter has been endorsed to the appropriate teams for thorough handling. We are closely monitoring the progress of your case to ensure that it receives the attention it requires.
Rest assured that we remain here to support you throughout this process. Should you have additional concerns or require further clarification, you may include them in your ongoing email communication, and our team will address them accordingly.
Pal needs more Trinnie in the house
I got assisted by the agent name Trinnie, she rebooked my ticket that Pal cancelled due to the war. I got the first agent before her it was unsuccessful rebooking then I got Trinnie who was so friendly and she sound energetic that she even shared the vibe. Thanks Trinnie
21 de março de 2026
Avaliação não solicitada
Resposta de Philippine Airlines
Hello, Kate. Thank you for sharing your experience. We are glad to hear that Trinnie was able to assist you with rebooking your flight and made the process pleasant.
We will share your kind words with Trinnie and the team, as recognition like this motivates our staff to continue providing friendly and energetic service. Your feedback is truly appreciated, and we look forward to welcoming you on board again soon.
Total Incompetence and Broken System
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.
25 de dezembro de 2025
Avaliação não solicitada
Resposta de Philippine Airlines
Hi, Fred. We regret the inconvenience caused by the delay in delivering your baggage and the delay in processing your reimbursement. We understand how frustrating this must have been, especially given the lack of timely updates.
We want to make sure your case receives the proper attention. You may reach out to us on Instagram or X account (formerly Twitter) at @flypal, or you can follow up directly with our Baggage Assistance Team at flypal.com/baggage-assistance, who can review the status of your reimbursement and provide more specific updates.
Your feedback is important and helps us identify gaps in how we handle baggage concerns and compensation requests. Thank you for raising this to us, and we appreciate your patience as we work to improve these processes.
My luggage have been missing for over 4 months
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.
12 de dezembro de 2025
Avaliação não solicitada
Resposta de Philippine Airlines
Hi, Lie Vish. We sincerely apologize for the difficulties you've experienced with your missing baggage and for the frustration caused by repeated claim submissions without timely updates. We understand how upsetting and inconvenient this has been, and we regret the stress it has caused.
Please be assured that we are actively following up on your case to gather updates and escalate it as needed to ensure a resolution.
We truly value your feedback as this helps us improve our services, especially in handling baggage concerns and compensation processes. Thank you for your continued patience and understanding as we work toward a resolution.
Abysmal booking user interface-website…
Abysmal booking user interface-website just freezes at the payment part. Calling phone support and pricing is different (more expensive). Awful customer experience
13 de março de 2026
Avaliação não solicitada
Resposta de Philippine Airlines
Hi, Gadjo. Thank you for sharing your experience with our website and phone support. We understand how this can be frustrating and we are here to assist.
To help with similar issues, you may try the following steps:
- Clear your browser cache or try a different browser before accessing the booking page.
- Ensure your internet connection is stable during payment.
- If payment still fails, attempt booking using another device or our mobile app.
If you need direct assistance with your booking, our team is available through any of our channels: flypal.com/contactus. We have also shared your feedback with our technical and pricing teams to review and improve the booking experience. We hope your next booking experience will be smooth and seamless.
Superlativo
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
4 de março de 2026
Avaliação não solicitada
Resposta de Philippine Airlines
Hi, Gabri.
Thank you for taking the time to share your experience.
We recognize how stressful travel arrangements can become when unexpected disruptions arise shortly before a scheduled journey. Situations like these often require careful coordination and review of available options to help passengers continue their travel plans with as little disruption as possible.
It is encouraging to know that our team worked closely with the agency staff in Bohol to review available alternatives and arrange a replacement flight for you on the same day. Your recognition of the patience and effort shown by the team is sincerely appreciated.
Your feedback is valuable to us, and it is reassuring to know that the support extended by our colleagues helped provide a workable solution during a challenging situation.
Thank you again for sharing your experience and for choosing Philippine Airlines. We look forward to welcoming you on board again in the future.
Don’t waste your money
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.
5 de março de 2026
Avaliação não solicitada
Resposta de Philippine Airlines
Hi, Rob.
Thank you for taking the time to share such detailed feedback with us. We understand how stressful and disappointing it must have been to encounter long queues, unclear directions, and discomfort during your journey. Your concerns about the check-in process, cabin condition, and transfer experience are taken very seriously.
Please be assured that our team is already reviewing the matters you raised. While immigration facilities in Manila are managed by the Bureau of Immigration and not directly by Philippine Airlines, we recognize that the overall travel experience reflects on us. We are committed to supporting our passengers through clearer communication and better coordination.
Regarding cabin cleanliness and maintenance, we are actively working with our operations and engineering teams to address these issues. Your feedback is invaluable in helping us strengthen our service standards and improve the condition of our aircraft interiors.
We will be reaching out to you privately to provide further assistance and ensure your concerns are addressed directly. Your travel experience matters to us, and we are here to help make it better.
Don't fly with the company
Don't fly with the company! Even when delayed for connection flight, no compensation at all! Overnight flight without any hotel voucher.
Bad service
27 de fevereiro de 2026
Avaliação não solicitada
Resposta de Philippine Airlines
Hi, Roman.
Thank you for taking the time to share your feedback regarding your recent travel experience. We recognize that delays and missed connections can be inconvenient, particularly when they involve an overnight stay.
We would like to assure you that your case is not being overlooked. Upon review, we confirm that your concern is currently under active handling by our Customer Management Office. An email was sent to you outlining the details of the review and the next steps, and we are presently awaiting your response so we can proceed accordingly.
Kindly check your inbox, including your spam or junk folder, for the email from our team. Once we receive your reply, we will continue the evaluation and provide you with a comprehensive update.
We appreciate the opportunity to address this properly and remain committed to resolving your concern in a fair and thorough manner.
Excellent experience with Philippine…
Excellent experience with Philippine Airlines! Smooth booking process, friendly staff, and comfortable flights.
16 de fevereiro de 2026
Avaliação não solicitada
Resposta de Philippine Airlines
Hi, Edelle.
Thank you for sharing your positive experience with Philippine Airlines. We are pleased to know that you found the booking process smooth, our team friendly, and your flight comfortable.
Your feedback means a great deal to us. It reflects the care and attention our teams aim to provide at every stage of the journey, from reservation to arrival.
We truly appreciate your support and look forward to welcoming you on board again in the future.
Lazy and Incompetent Customer Service
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!
22 de fevereiro de 2026
Avaliação não solicitada
Resposta de Philippine Airlines
Hi, Charles. Thank you for sharing your feedback. We understand your concern about updating the email on your Mabuhay Miles account, and we are sorry for the inconvenience you experienced.
We reviewed the situation and the request was paused because the message we received did not match the registered contact details on the account. This security step is in place to protect member information and prevent unauthorized profile changes.
We can help complete the update through any of these options:
• Send the request using the email currently registered on the account.
• Call our Reservations team at (632) 8855 8888, US and Canada 1 800 435 9725, or Philippines mobile (+63) 919 056 2255.
• If the registered email is no longer accessible, reach out to us again and we will guide you through alternate verification so the update can be completed.
We appreciate your patience and we want to resolve this for you.
Thank you for giving us the chance to assist.
AVOID IF YOU CAN, their customers service is terrible!
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!!!
12 de janeiro de 2026
Avaliação não solicitada
Resposta de Philippine Airlines
Hello, Adele. We are very sorry to hear about the difficulties you faced when trying to book your pet’s travel and the frustration caused by the delays in processing your refund. We understand how stressful it must have been to spend so much time on calls, chats, and emails without getting the resolution you needed, and we regret that this experience led you to miss your flight.
Your feedback about the challenges of booking pet travel, the repeated charges for rerouting, and the long wait for refunds is important to us. We recognize how unfair this situation feels and we want to make sure your case is properly addressed.
To help us assist you directly, we kindly ask that you reach out to us through our official social media pages on Facebook, X, or Instagram using our handle @flypal. You may also write to us at wecare@philippineairlines.com. Once we receive your details through these channels, our team will prioritize your case and work toward a resolution.
Thank you for sharing your experience with us. Your feedback helps us improve our service, and we appreciate your patience.
Should have been half a star. Avoid.
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!
11 de fevereiro de 2026
Avaliação não solicitada
Resposta de Philippine Airlines
Hello, Anna. We are truly sorry to hear about the cancellation of your flight and the difficulties you faced in rebooking and obtaining a refund. We understand how stressful this must have been for you and your family, especially with such short notice and the long wait times you experienced when reaching out to our Customer Care team.
Your feedback about the lack of timely options, the extended call hold times, and the unclear refund process is very important to us. We recognize how frustrating it is to be charged cancellation fees for a flight we cancelled, and to wait several billing cycles for a refund. Please know that we take these concerns seriously and want to make things right.
To allow us to assist you directly and expedite the resolution, we kindly ask that you reach out to us through our official social media pages on Facebook, X, or Instagram using our handle @flypal. You may also write to us at wecare@philippineairlines.com. Once we receive your details through these channels, our team will prioritize your case.
We appreciate your patience and the time you took to share your experience. Your feedback helps us improve our service.
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