Philippine Airlines review by Yevgeniya 2015-02-11

I want to share a repetitive disappointment, abuse and moral insult by Philippine Airline Today, I have called regarding my Reservation, as I noticed that the last name was misspelled after me only providing the right spelling to the agent, whom initial booked for more then 5 times. So I called with a simple request to change the name that your agents made the mistake with and instead of propped response and resolution I was put on hold for almost 2 hours by PAL's agent. First she said wait 2-3 minutes to pull up the records. Then 15 minutes later of me being on hold she said I have to pay for the change of the name, which is ridiculous as I was not the one who made the mistake typing in the name. Then I requested to speak to a supervisor immidialty instead which she put me on hold for another 45 min. Then after that I again requested to speak to the supervisor right now, and in return I was put back on hold for 40 min. So in result i was on hold for almost 2 hours after me requesting to speak to the supervisor. How is this acceptable??? At the end, a supervisor, picked up the phone and said that the name will be changed with in 1 day as she checked and found out that the your agent really made a mistake. So why is that I, or anyone else, was supposed to be held on the phone for 2 hours to resolve such simple fix as a name spelling fix??? This is not the first time we are having issues with your reservation department. Just in the 3 days alone, between my husband booking, mine and our guest we have spend over 10 hours on the phone with PAL's agents who are completely incompatent and not trained. And unless we speak to the supervisors after hours and hours on the phone, nothing gets done and resolved. We have already wrote to PAL before and they have sent us letters of apology with assurance they will fix this matters. Well, so far Philippines Airlines customer service is getting worse and worse by the day. We have been their frequent fliers for over 5 years where my husband travels up to 10 times year from Manila to LA and I travel up to 3 times a year same rout. And with every time we have fly and every booking, we get insulted by hurt by their incompetent staff, which shows to us that Philippines Airlines can care less about its loyal customers and their precious time. We always closed the eyes that Philippines Airlines plains are 90% of the time are late and the never communicate in timely matter to announce the delays. We also close the eyes that all Frequent Flier benefits, such upgrade vouchers are worthless as you never can use them for one or another excuse that PAL's agents come up with. But it is very hard to close your eyes on the fact that every time you want to do a booking or resolve any changes, most likely you will spend hours on the phone and most of the time with not a good or positive results. I hope this letter gets to many people and PAL's person in charge and necessary actions will be taking. As my husband and I trually disappointed, hurt and insulted by Philippines Airlines and make us wish that never again fly with it again.