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Philippine Airlines (PAL)

5,583 reviews
Headquarters: PNB Financial Center, Macapagal Blvd, Pasay, Luzon Philippines 01330
Overview
3.05,583 reviews
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About Philippine Airlines (PAL)
Headquarters: PNB Financial Center, Macapagal Blvd, Pasay, Luzon Philippines 01330

Airline Summary

Philippine Airlines (PR) is the flag carrier of the country of the Philippines. With its subsidiary PAL Express (2P), the airline flies to about 75 destinations within the Philippines, as well as points elsewhere in Asia, and in Australia, the South Pacific, the Middle East, Europe and North America. The airline's primary hub is located at Ninoy Aquino International Airport (MNL) in Manila and its secondary hub is at Mactan-Cebu International Airport (CEB) in Cebu. Its fleet consists of two-class (First Class and Economy Class) and three-class (First Class, Business Class and Economy Class) cabins. PAL Express features one-cabin (Economy Class) and two-cabin (Premium Economy Class and Economy Class) configurations.
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5583Reviews
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Annamaria M wrote a review 14 Apr
Satoraljaujhely, Hungary1 contribution
Dubai - Manila
International
Horrible international flight with 0 legspace, not helpful customer service, horrible website and app. Very strange business flight bidding, not possible to upgrade. Trying to get other seat since 12 hours but no help. Overall horrible
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Date of travel: April 2024
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
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Response from Philippine_Airlines, Manager at Philippine Airlines (PAL)
Responded 2 days ago
Good day Mannamari93, We apologize for any inconvenience caused by the limited legroom on your flight. Your comfort means a lot to us, and we're continuously working to improve our seating arrangements to make your journey more enjoyable. We understand that dealing with customer service and digital platforms can sometimes be frustrating, and we're sorry if we didn't provide the assistance you needed during your interaction with us. Regarding the business flight bidding and upgrade process, we acknowledge your concerns and will take a closer look at our procedures to ensure they are clear and transparent for all passengers. We're also sorry to hear about the difficulty you faced while trying to change your seat and any delays in resolving the issue. Your feedback is valuable to us, and we'll use it to make necessary improvements to our service delivery. Ensuring you have a comfortable and seamless journey is our utmost priority, and we're disappointed to hear that we didn't meet your expectations this time around. We truly appreciate your feedback, and we hope to have the chance to welcome you on board again in the future, providing you with the exceptional experience you deserve.
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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Diane wrote a review 7 Apr
3 contributions
Manila - Los Angeles
International
PAL decided to cancel my flight from MNL-LAX without any warning and I didn't know until the day of when trying to check in. I complained about the inconvenience and headache and they referred me to an online form to write about it, not to an actual human being to talk to. When someone finally emailed me back, they told me I can only receive Mabuhay Miles for recompense. The Mabuhay Miles site keeps insisted that my account doesn't exist and that the member ID that their company provided me is invalid, therefore I cannot even get the "compensation" that they are offering for the headache that they provided. When I emailed them back, they told me to email another part of their company to help me "resolve" my Mabuhay Miles issues. Tell me PAL, why do I have to go through so many hoops just to get compensation for the troubles you caused me in the first place?
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Date of travel: March 2024
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
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Response from Philippine_Airlines, Manager at Philippine Airlines (PAL)
Responded 2 days ago
Good day dianesD1059HR, We sincerely apologize for the inconvenience and frustration you experienced due to the cancellation of your flight from MNL-LAX, as well as for the lack of communication regarding the cancellation. Regarding your compensation and the issue with your Mabuhay Miles account, we understand your disappointment with the process. We strive to provide efficient and helpful assistance to our passengers, and we apologize if we fell short of meeting your expectations in this regard. To provide you with further assistance, we recommend reaching out to any of our PAL channels and providing your case reference. This will enable us to prioritize and address your concerns promptly. PAL Channels Twitter: @flypal Instagram: @flypal Thank you for bringing this to our attention, and we appreciate your understanding as we work to resolve these matters.
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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Ben W wrote a review 7 Apr
1 contribution
London - Manila
International
Unfortunately, we've received absolutely terrible service from Philippine Airlines and definitely will not book with them again. We booked flights from London -> Manila with them for a large wedding party of 9 people. Having had the flights booked for 18 months, Philippine Airlines cancelled the flight just a few weeks before we were due to fly. It was such a huge problem for us, as this flight cancellation jeopardised our entire wedding. After contacting our booking agents, several alternative flights were suggested to Philippine Airlines, all of which were declined by the airline with no reason given. After several back and forths with this, I contacted Philippine Airlines directly. This led to a long-winded episode of explaining and re-explaining the problem to a host of uninterested customer service agents, eventually taking up over 5 hours of my time on phone calls. Each of the alternative flights were declined for a variety of unconvincing reasons, which I suspect masked the real reason that the airline would lose money actually providing the service that we paid them for. Eventually we were forced to refund the flights and rebook with another airline, losing out on literally thousands on pounds due to the increased costs between when we booked and when Philippine Airlines cancelled the flight at the last minute. I'm now going through the process of claiming compensation from Philippine Airlines, to which they have stopped answering e-mails. Phoning is also difficult, as it's always being referred to "another department" who, as customers, we cannot contact directly. Booking with this airline is a huge risk, so please consider other options before making your booking. Learn from our mistakes.
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Date of travel: April 2024
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
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Response from Philippine_Airlines, Manager at Philippine Airlines (PAL)
Responded 1 week ago
Hi, Ben. We are sincerely saddened to learn about your previous experience with us regarding your flight bound for Manila from London. We understand the impact of the flight disruption and what it caused to your travel plans and to a very important event which is your wedding. We also recognize your disappointments on how your concerns were handled via call and via e-mail. This is certainly not the service we aim to provide, and we acknowledge we can still enhance our current services. We hope you can allow us to extend our assistance to you, Ben. May we kindly confirm which PAL office you were previously in correspondence with? May we also request to send us a chat, including your booking information and ticket details through our official channels below? myPAL Web Chat: https://bit.ly/PAL-Web-Chat myPAL Assist Click to Call: https://bit.ly/PALClicktoCall Messenger: https://bit.ly/PALMessenger Viber: Search for Philippine Airlines WhatsApp: Add us as a new contact (+63) 998-951-4359 Twitter and Instagram: @flyPAL We want to make this right with you, Ben. We look forward to hear from you. Thank you.
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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najeeb j wrote a review 6 Apr
Dubai, United Arab Emirates1 contribution
Dubai - Tokyo
International
I am writing to express my extreme disappointment and frustration regarding my uncle’s recent experience with your airline. On 06th Apr 2024, my uncle arrived at Dubai International Airport, Terminal 1 for his scheduled flight PR659 departing at 1940hrs. He has presented all necessary travel documents, including his passport, Valid Visa issuance to Japan and the E-ticket which has booked through makemytrip.com, yet he was inexplicably denied boarding. The staffs at the check-in counter informed him that there was an issue with his documentation, despite the fact that he had thoroughly checked and ensured everything was in order before arriving at the airport. He has complied with all security measures and provided all requested information, yet he was still refused boarding without any clear explanation and refused to provide a valid refusing letter by Airport staffs at Check-in. This incident not only caused significant inconvenience and stress but also resulted in financial losses due to missed connections. As a frequent flyer, he was deeply disappointed by the lack of professionalism and customer service demonstrated in this situation. I request a thorough investigation into this matter and a prompt resolution. Additionally, I expect refund against the PNR no. 6E7LX4 / Ticket no. 079 6652164653 for the financial losses incurred as a result of your airline's error. I trust that you will take this matter seriously and take appropriate steps to prevent similar incidents from occurring in the future. I look forward to your prompt response and resolution to this matter.
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Date of travel: April 2024
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
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Response from Philippine_Airlines, Manager at Philippine Airlines (PAL)
Responded 1 week ago
Hi, Najeeb. We would like to extend our sincerest apologies for the inconvenience caused regarding your uncle's recent experience with us on his scheduled flight via PR659 bound for Manila from Dubai. We understand that he was denied to board due to an issue with the documentation. We want to assure our passengers that our airport partners carefully review all travel documents, however, we hope you can allow us to extend our assistance to you as we further investigate on this incident. May we kindly request to send us a chat, including your uncle's booking information and ticket details through our official channels below? myPAL Web Chat: https://bit.ly/PAL-Web-Chat myPAL Assist Click to Call: https://bit.ly/PALClicktoCall Messenger: https://bit.ly/PALMessenger Viber: Search for Philippine Airlines WhatsApp: Add us as a new contact (+63) 998-951-4359 Twitter and Instagram: @flyPAL We recognize the impact of the inconvenience this has caused your uncle, and we look forward to make this right with you, Najeeb. Thank you.
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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J V wrote a review 5 Apr
1 contribution
Taipei - Manila
Southeast Asia
Service is ok. But there’s no room for small luggage in my compartment. I have to search for an empty compartment much farther from where i was seated. It was a hassle.
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Date of travel: April 2024
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
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Response from Philippine_Airlines, Manager at Philippine Airlines (PAL)
Responded 1 week ago
Hi, JV. Thank you for taking the time in sharing your recent experience with us. We appreciate your feedback and regret any inconvenience caused by the limited space in the luggage compartments. Ensuring our passengers' comfort and convenience is paramount to us, and we are continuously working to enhance our products and services. Your comments regarding the lack of room for small luggage have been duly noted, and we will assess opportunities for enhancements in this aspect. Please accept our sincerest apologies for the inconvenience you encountered during your journey. We value your patronage and hope to have the opportunity to provide you with a more seamless experience on your future travels.
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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Ben W wrote a tip 7 Apr
"Use a different airline."
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najeeb j wrote a tip 6 Apr
"Never recommend this Airline."
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Hugh M wrote a tip 4 Apr
"the best tip for enjoying a flight with this airline is to use another airline"
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Resort784933 wrote a tip Mar 2024
"Maybe check if they have entertainment prior to booking. There is no screen at all might as well travel with cebu pacific for a cheaper price"
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Fearless56598633424 wrote a tip Mar 2024
"Look at PAL reviews before considering them. You've been warned."
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Depart
Tue, 30/04
Return
Tue, 07/05
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1, Economy