from Australia - April 10, 2014
I am givinng them the lowest rating for a lot of reasons: 1. Flights are always delay, 2. Staff are inefficient and rude, 3. No communication with the passengers. Routes: Manila to Davao on 15/03/2014, Davao to Manila then Manila to Cagayan de Oro on 20/03/2014 (this should be just a direct flight form Davao to Cagayan de Oro instead they decide to cancelled the flight which should only be less than an hour flight). The flights were nightmare coupled with rude staff who doesn’t inform passenger what is going on. The flight from Davao to Manila on 20/03/20 flight no. PR2812 was delay and because we are catching a connecting to Cagayan de Oro we are worried will not get there for the staff were not helpful, doesn’t know if the plane will ever arrive. When we get to Manila we have to get 3 shuttle bus rides to get to the plane. During that time just 5 mins before boarding we were asked to changed gate. At that point we thought it will board, instead we have to wait again. While this is all happening no announcement from the staff why all these changes. I spoke to the captain on flight to Cagayan de Oro (PR525) who not only admitted they are not the best airlines, as if that’s something to be proud of, he never apologise for the delay. With that kind of attitude he is not the one for the job. Flight from Cagayn de Oro was no better. Again it’s delay, and when boarding comes passengers just took the initiative without waiting for announcement. One passenger I heard was starving, they have no decency to offer substantial food. We get small pocket of peanuts, about 10 nutsin it and small pocket of plain biscuits. I have completed feedback forms no reply from until I went on Facebook. Will not recommend PAL at all and will not use them at all.
from Nepal - March 25, 2014
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).
from Nepal - December 21, 2013
I have a flight booked for Sunday, 22nd Dec. booked thru online. I would like to contact PAL express to get further information. However, I have been calling 100x 3 to their number in Dubai and it just keeps on ringing. we were informed they only have 2 staff to answer the calls!! Imagine 2 staff to answer calls!! I called Sharjah office and got the same. i havent taken my flight yet but i am deeply dissatisfied and disappointed. How much more if i actually travel. No, i am not going to book PAL again. NEVER!!
from Australia - December 16, 2013
Flew Premium Economy
our experience was a nightmare! boarded 12dec 2P975 at 420pm, but plane flew by 530pm. however our flight is originally at 1230pm, we were informed of the cancelation via email 950pm (very late notice)! and we were transfered manila -kalibo, which should be manila- caticlan. no bus transfer was provided for the 4of us and we need to personaly arranged our pick up from kalibo to caticlan!
back to manila 16dec 2P46 820am, once again the flights were delayed in the morning, we were arranged to board a small plane with leaking oil at wings- we are seating at the back. no meals, and we paid for seat fees during our booking!