Contact Philippine Airlines: Find below customer service details of Philippine Airlines, including telephone and address. You can reach the below contact for new flight booking, cancellation, refund, baggage claim, cheap airfares, deals or other queries on Philippine Airlines. Besides contact details, the page also offers information and links on Philippine Airlines services.
Office Address:
Pnb Financial Center, Ccp
Complex, Macapagal Avenue,
Pasay City, Philippines
Support:
Phone:+63 2 8855 8888 (booking)
Email: [email protected] or
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Baggage Information
Checked Baggage: Generally Business Class passengers are allowed to carry a weight of 30kg while Economy Class passengers can carry 15 kg. Hand Baggage should not exceed 7kg.
Philippine Airlines Destinations
Philippine Airlines flies to Bahrain, Doha, Abu Dhabi, Dubai, Delhi, Ho Chi Minh, Bangkok, Singapore, Kuala Lumpur, Hong Kong, Seoul, Tokyo, Jakarta, Xiamen, Cebu, Busan, Fukuoka, Osaka, Tokyo, Nagoya, Guam, Melbourne, Sydney, Honolulu, Vancouver, Las Vegas, San Francisco, Los Angeles and more.
About Philippine Airlines
Philippine Airlines was founded in the year 1941 and is the national carrier of Philippines. The airline operates from its main hub at Mactan-Cebu International Airport and Ninoy Aquino International Airport. The airline flies to over 50 destinations. Philippine Airlines has been awarded a 3-star rating by Skytrax.
My daughter, Rafaelita, would like to lodge a complaint against 1 of your phone reservation personnel who gave his name as “:Derak Manio”:
“On April 9, at around 7:30pm, he answered my call to make a reservation for my dad for a mla/cbu flight on April 10 for 9:30am. I said I’m making a reservation for Mabuhay Miles No. 005423445, April 10 Cbu/mla, 9:30am, business class, open return. He asked if I’m redeeming the miles and I was surprised by his question because in over 10yrs that I’ve been making this reservation on almost a monthly basis, this was the first time I was asked this question, and clearly my voice indicated that I know what I’m doing and that there is no indication that I plan to do so. So I said listen to what I’m saying and huwag niya akong pangunahan.
After the verification procedure, he said he will put me on hold as he will have to compute for the return flight as this is open dated. Again I was surprised by his statement as I was clearly not availing of any promo and I told him so. At the end of my explanation/diatribe, he again said that he will put me on hold to compute for the return flight so I repeated my previous statements. He said yes ma’m I understand and said that he will put me on hold to at finalize the booking. He put me on hold for at least a couple of times for unusually long periods and the recording of our conversation can verify this, So I asked for his name telling him that should there be any problems with regards the booking on the date of the flight alam ko kung sino and hahabulin.
The tone and the manner that he gave his name was nang hahamon, to the point of being bastos, a tone that one would not use with a client. Then he said that he needs to inform me of the of the deadline to purchase the ticket which is at 3:30am on April 10. CLEARLY, IF HE KNOWS HIS JOB, THEN HE NEED NOT STATE THIS TO ME AND AUTOMATICALLY DO WHAT HE NEEDS TO DO TO OVER-RIDE THIS S.O.P. as what the others would do given the time when the reservation was made and the deadline set.
He needs to learn to listen to his client and act accordingly. There is a difference between anticipating client’s needs and what we term as pinapangunahan.Or is he someone who just needs to keep on talking, annotating his every step unmindful of the client?
I was very disappointed by him considering that the last 2 reservations I made did not have any of these irritants. On the other hand, I was even telling my dad that PAL Reservations is back on its EFFICIENT SELF, at times even better than before. And that I’m again willing to make the reservations for him as it takes a shorter time, with the personnel courteous, efficient and helpful.
I’m not comfortable formalizing my complaints as I’m aware of the possible repercussions of this on the performance record of the person but what I can’t tolerate is pag nababastos na ako coupled with pang hahamon.”
Thank you in advance for acting on this.
Dr. Romarico
I write to you for a formal complaint regarding the double issuance of PAL ticket with the same name and date of flight schedule. We are requesting for the cancellation and refund of the first ticket booked last June 9, 2015 at CITI BANK with card No. 4532 4880 0184 9815 amounting to 1,615.00 with the passenger name ANNA LIZA FANO Flight schedule July 7, 2015 for i thought it was not confirmed for there is no confirmation appeared. So on June 15, 2015 i try to book again with the same name and flight schedule and it was confirmed and even printed the ticket and I used the BDO VISA with card No. 4183590109149105. Without my knowledge that the first ticket i booked was already confirmed. I only discover upon the check in of the passenger that there is two tickets were issued. So i am requesting from your office for the cancellation and refund of the first ticket i booked.
Hope for immediate action and consideration regarding this request.
Thank you very much.
EDGAR G. UVAS
Cardholder
I am a Mabuhay Miles member and I wanted to use my mileage to purchase a ticket w/ AirPhil. Who do I talk too. I called Philippine Airlines mabuhay miles but told me to call AirPhil, called Air Phil Manila ticketing but, I was told to call Philippine Airlines. I don’t have an answer to my question, can you direct me to the proper way to do this. I’m from Los Angeles by the way, and have been calling long distance to the Philippines. Thanks
I write to you to make a formal complaint on the flight reschedule made by your company. Flight in question is flight 226, Manila- Laoag on 16 May. Original time of departure was 0940am, arriving 1045am. As you know it was moved to 655am. I spoke to Adrianne Cabrera of your Pal CS and she advised me that I only have two options, take the 655am flight or take the 330pm flight.
Please note that I purchased 6 tickets, 3 of which are for CHILDREN ages 9,7 and 3. That having to move our flight earlier or later will only jeopardize the SCHEDULED itinerary we have already made and PAID for. Not to mention the fact that moving up our time to 655am means that we need to be in the airport at 415am, meaning my children will have to wake up at 3am the very least. Our trip has been planned for and all incidentals have already been prepaid, i.e. the van that will pick us up at 1045am, the lunch scheduled, the check in time with the hotel. If I proceed with the 655am option, I will have to wake up my children at 3am, find a cab that will bring us at the airport at this ungodly hour which initially a driver available at 630am can take us, I will have to check where my children can have breakfast, then there is the issue with the van transfer we scheduled & paid for already, and there is the issue of the hotel because it is too early for check in.
It is unfathomable that the customer who paid her tickets last Nov21, 2012 will have to suffer the consequences of a moved/rescheduled flight. That I have NO CHOICE in this, that my family has to suffer, no retribution was even offered by PAL. No consideration and no sense of customer journey and experience was even thought of. Well, I thought of our trip, I fixed our itinerary, I paid for all other details including transportation, tour and food accommodation. I did this last December2012. You have no right to change our schedule and say I have no choice. This is lose-lose for me and my family.
Please fix this. Or at least fix all the hassle that you are making us go through now, where we will only have 12 days to go. I expect a callback from your team with a resolution to my dilemma which you caused within the next 24 hours.
April 23, 2014
To: AirPhil express
Travel agent support
Philippine Airlines Office
Pasay City
SUBJECT: DINERO TRAVEL & TRADING INC HAS FUNDS WITH AIRPHIL EXPRESS
To whom it may concern:
Good day. Our travel agency has a contract and fund with Airphil express since August 2012. Initially was Php 50,000.00. One or two tickets were issued against the funds. Unforunately, we were affected by flooding and some files cannot be recovered.
Our Sale Executive agent was Mr. Robert de Paz, whom I have been trying to contact to ask help but he did not answer any of my calls.
For emails, since the merging, we are already so confused with your system, so we do not know whom to contact. At the moment, we use G.I. PHILIPPINES CORP, to issue tickets.
Kindly assist us to be back to our funds. In case you can contact Mr. Robert de Paz, please let him call Dinero Travel.
Looking forward to early response.
Sincerely,
Celia T Tanaka (Chelie)
Operations Manager
Dinero Travel & Trading Inc.
Satellite office: 112 Buendia St. Tunasan Muntinlupa city
I’m writing to offer a compliment to one of your fine workers, Floret Mirth D. Tanajura, at the Allied Bank Center Bldg. branch.
On June 1, 2015, I went to the branch office to buy 14 domestic tickets and to apply my Mabuhay miles in the purchase of the tickets.
It took here quite a while to finish the whole transaction, making sure the I’s where dotted and the T’s where crossed. I thought the whole process was long and complicated but she performed it graciously with easy, professional competence. Her overall professionalism was outstanding.
I would like to suggest that your company openly recognize her for an excellent performance. She is a great role model for your company.
Thank you for your attention.
Gildo S. Soriano, MD
Great Customer Service, specifically Myla agent E9P, She did a fantastic job and has answered all my concerns in a very professional manner. She is very helpful, courteous and knowledgeable.
I strongly recommend to use PAL for their next flight to the Philippines
I would like to follow-up the confirmation of payment which i made 2 days before, June 22, 2016 using my BDO Kabayan Savings Master Card. I already contacted the BDO in the philippines and they said its up to your company (PAL) that will deduct the amount from my account. I am just worried about my ticket because i need to go home on august.
Just to commend FA Faith Jacobo for making our flight to London last 24Jun2016 aboard PR 720 a very pleasant one. She never forgot to smile every time she attended to me and my wife and the rest of our party of five. Thank you, FA Faith Jacobo.
SUBJECT : LOSS OEC
Dear Sir,
Good day!
This is in reference with the incidents that occurred on July 8,2016 which made me irritated; felt disgusted and pissed off.
Due to this I am writing my complaint – hoping this will not happen to other OFWs. I am a resident of Davao but I was really disgusted, irritated and pissed off.
First, I was bound for Davao Manila and Manila to Dammam, Saudi Arabia.
My flight was at 0630 hrs, PR 1810. I checked in early and was assisted by the on duty male staff at the counter
( i didn’t have the time to check his name actually) .
I handed to him my passport, ticket , visa and later he asked for my OEC which i gave to him.
He then gave back my passport first, visa ,ticket and lastly the 2 boarding pass for Dvo. -Mla ; Mla- Dammam
I left the counter and proceeded up for the departure area . I went thru my bag to check my papers and found out that my OEC was missing. So I went down to the counter and approached him and asked him of my OEC – He insisted that he returned it to me – which I told him that it is not with me. I further told him that I will not approach him if this was with me.
He took my passport; ticket and visa and that to wait while he is entertaining the passengers checking in. It was 0557 hrs. I told him to give me back my documents and I will ask my niece to print new OEC while they are still outside. I got a new print out after sending my niece home as we are very near the airport.
2nd- I was already so upset that during the boarding time i accidentally gave the boarding pass for Manila to Dammam and the staff have torn it already and realized I gave the wrong pass.
I asked them if this will not be a problem in Manila. The staff was trying to find a way to fix it and told me they HAVE NO STAPLER and its okay.
While entering the plane I asked the steward to help me with the torn boarding pass. He was courteous and said he will come back to me and asked for my seat number. After more or less 15 minutes he came back and said that its okay as long as i will not lose the pass and hand it over during boarding. He was nice and tried to do his best to accommodate me.
Reaching Manila and went directly-International area and did all the process for the documents verification .
Since I was not convinced of all the explanations –
I approached one of the PAL ground female staff and told her about my concern – she took my boarding pass and asked me to wait for awhile – she came back and handed me a new print out of my boarding pass and I was really grateful and appreciated her which was not done in Davao.
– I was concerned of my loss OEC- if my niece was not around its difficult to find a computer shop in Manila .
The OEC is very important for us – OFWs
– REPLY OF THE STAFF THEY HAVE NO STAPLER
they nee to undergo proper training in solving simple issues.
I am a frequent flyer for PAL because of direct flight to Davao and baggage will be collected at the final destination.
I hope to receive an action regarding this issues.
I would like to commend the Ground female staff on duty between lanes 57-58 on that particular day.
Ms. Esperanza G. Rugayan
The WORST customer service of any airline flying! Our flight was two hours late departing NAIA going to Auckland NZ. At least four staff at the gate told us “not to worry, we are arranging to book you on a later flight, we know this is our fault”. At least three cabin crew told us “don’t worry, the captain had radioed ahead with our names, and help will be at the gate to assist you in getting to your final destination”.
What a load of crap! Nobody was waiting to help us at the gate, nobody had called ahead to warn the other airline of our late arrival, NOTHING had been done to help us at all! Philippine Airlines LIED to us the entire time!
We were forced to buy two new full priced tickets at the gate just to get us to our final destination. To this day PAL has not offered so much as an apology for the incident…
Once made aware of the incident, their customer service department went into hiding and has not responded to emails, FaceBook texts, or any other form of communication. Cowards even deleted some of my posts on their FB page and reported me as a spammer for telling my side of the story – THAT is the real Philippine Airlines!
I will never fly with them again, my friends and family will never fly with them again, and hopefully some of the people reading this will alter their plans and not waste time and money flying with this unprofessional airline as well…
Please feel free to delete me from the Mabuhay Miles program Philippine Airlines, I will NEVER come near your Airlines again!
Have been trying for the last 4 days to get my seat changed on a flight from KSA to Manila, the pal system to change seats is always saying that the seats can not be changed at this time, I am only 12 days away from flying, the flight has been paid in cash, so what is the problem.
I want a seat in row 43C, close to the exit not at the back of the plane near the toilet, so please mack the changes, or get a better website that works, also note the PAL office in Khobar never answer the phones
Worst customer service ever to be received. We booked a flight from London to Manila. We booked flights for Thursday 7th June. 3 weeks before our flight date we have been told that the flight is cancelled and we either have to fly a day later and miss the wedding or a day earlier and have to take unpaid leave and deal with work complications because of it, this also results in the extra expense of another night of accommodation to be paid. We would have not booked Philippines airline had we known, and rather have booked another airline with the date we wanted. What’s more the flights we now are on, were cheaper at the time of booking so we have now also overpaid for a flight we did not want, Thursday being a more expensive day to fly than Wednesday. No compensation or apology from Philippines Airlines so far. Very poor service and terrible reliability.
We should at the very least be compensated for the difference in flight cost, no customer service line to call in the UK. The number from this website does not work.
Flight PR218 Auckland to Manila.
I boarded the aircraft on the 16th August. After the MF8667 incident we were kept on the plane for approximately 5 hours. Nothing was communicated except that there was a technical issue and debris was being cleared from the runway. At roughly 4am we were told to disembark the aircraft and that a subsequent flight would take us at 3.30pm the following day.
I asked PAL staff where our group of 4 should sleep and they said they weren’t sure, and suggested the floor. PAL staff said we were not allowed to leave the terminal. We then lay on the floor until 3.30pm the following day. At this point there was no communication as to whether the aircraft was going to take off. We just sat there and waited. We asked staff who just shrugged shoulders. At around 8pm (25 hours after initial check-in) we were told the flight was cancelled. We again, asked staff what to do and got no response – just shrugs of shoulders.
There was a line forming for immigration, again we asked PAL staff what to do and they said ‘go home’. Other passengers indicated that other airlines had instructed them to go back through immigration and leave the building. We waited for another 3 hours in a line. With no PAL staff presence. Once through immigration I went to a PAL customer service rep and asked how to book another ticket – she just walked away and ignored us. We asked another rep who said we’re all just too busy – go and ask customer relations what to do. We waited another 8 hours!! We were eventually booked on a subsequent flight 6 days later (my two travel companions 7 days later). The ticket reservation phone line never answered, no alternative flight arrangements were made. Communication was horrendous! I will add that my two friends also had a further 7 hour delay on their subsequent flight with Philippine Airlines.
I understand force majeure – I do not tolerate a sheer disregard for any contingency when events like this happen. Since the event I have tried to contact Philippine Airlines and they just refuse to respond.
A hideous airline! I would prefer to walk than use them ever again.
You will only see how truly terrible they are , when a crisis occurs. It will be at all your own expense and you’ll be ignored and unsupported.
After your disastrous system upgrade, I was not able to access my 3 bookings online (1 international + 2 domestic). So I called your customer service rep to purchase 4 choice seats for return flights for me and my family. I did make it clear that I was traveling with 2 kids. I was assigned seats then which were changed many times because of air craft changes due to your so-called safety reasons. I was charged $8/choice seat. On the day of my flight for PR 2773 on April 15, 2019 and PR 2774 on April 18, 2019 (MNL-TAG-MNL), my 2 kids were reassigned because they did not meet the criteria. So now, I paid you $32 extra with NO services provided in return!…a ROBBERY in plain sight! I also emailed your NOCARE support but I heard crickets up to this time!
On the other hand, I have requested a nut-free diet for my son who has severe peanut allergy but was provided fruits only x 3 meals on board your PR 127 JFK-MNL flight on April 14, 2019. I have emailed your NOCARE support as well but no response at this time. I suggest that if you cannot provide the dietary requirements of your passenger with known food allergy, please inform them…I was very willing to buy my son his own food for him to consume during the long haul… the poor boy was starving! I and my family did share whatever we can from our trays. Other airlines like EVA and Cathay Pacific were able to provide him with hot meals but your so-called 4 star Skytrax rated airlines can only provide fruit…is that how you interpret nut-free diet?
Philippine Airlines if OFF my list moving forward.
This pertains to the actuation of your flight attendant Concepcion Delgado? or Salgado? aboard PR 527 bound for Kuala Lumpur from Manila whereby she allowed three other passengers to occupy our paid and confirmed seats despite the fact that the plane is yet to depart.
My family and I had come all the way from Davao City and was supposed to depart at 8:50 am arriving Manila at around 10:40 am while the Manila-Kuala Lumpur is set to leave at 11:45 am thus, giving us more than enough time to make it to the next scheduled flight. Trouble was, your plane that was to fly us from Davao to Manila arrived late and we departed Davao at 9:30 am arriving Manila at 11am. We hurried to the other side of NAIA 2 and with the assistance of one of your ground personnel, barely made it to the waiting plane but we were surprised that our paid for and confirmed seats were already occupied which I surmised was with Delgado’s/Salgado’s consent as it was she who profusely apologized to those who were unseated muttering about “their comfort and convenience”. I would not have given it another thought were it not for Delgado’s/Salgado’s repeated apologies extended to the aforesaid passengers to the point of being obsequious. But she never apologized to us when we were supposed to be the aggrieved parties and pointed out this fact to her. Because apart from the plane fare we also paid for these seats 32 ABC (please check your records) otherwise, we cannot choose to be seated together.
May be the said flight attendant needs a re-orientation seminar on how to treat passengers? May be she was awed by the fact that those passengers were not Filipinos thus, she so apologetic to the point of being subservient? In fact she asked for their address, may be to further explain and apologize? WOW!!!!????? Are still in an age that discriminate against ones own “kababayan”?
LYDIA C. GALAS