PAL Express review by genovie 2014-03-25

I don’t usually write a comment but due to my dissatisfaction and inconvenience, I have to air out my sentiments with regards to your personnel attitude in handling customers.
Last March 21, 2014, I came from International flight very tired and exhausted and have scheduled to flew from Manila to Cagayan de Oro took the 10:55 PAL flight. I checked in my baggage at the counter and I was entertained by two smiling female crew. After the weighing, I paid off an amount of P1,600 for the excess weight even if it was a burden for me. And they treated me nicely.
Unfortunately before reaching the final check in counter (x-ray machine), a personnel approached me and insisted to re-weigh my backpack and pay again. Explaining to him that I already paid my extra baggage and that all things inside my pack are my important belongings and I can handle it but he ignored. What I didn’t like this guy was his approach in handling a person. He has that provoking and annoying gestures and he is not fit in the frontline area. I felt disgusted on him and such an evil advocate for me on that day. Putting a person like him in the front line will cause additional tension to travelers like me who just came from international flight wherein everything is fine. It is better for him to be assigned in the storeroom.
Good, that another guy assisted me and put my stuff in placed. Although I paid off additional amount but due to his approach, he made me calm and put my burden light and easy. Thanks to him.
Please consider my suggestions, Review your personnel attitude. Re-train them in costumer handling, Communication process. When to talk and what to talk so that when they meet people they will know. Right Personnel in designated areas. (Front liners, back liners).