Flew from Tagbilaran City on 09th August 2018 on board PR2778, which was supposed to arrive in Manila at 1730 hour (05:30PM). This would have given us enough time to get into the business lounge, have our dinner in peace, gain our frequent flyer points and fly with our preferred airline Qantas (where our tickets were booked) – bound for Sydney, Australia at 2000 hour (08:00PM) .
Instead, we were waiting at Tagbilaran City Airport for the plane to arrive and we didn’t board the plane (to Manila) until 1800 hour (06:00PM). The plane did not depart Tagbilaran City airport until after 06:00PM and we arrived in Manila after 07:00PM. The plane was parked in the middle of the tarmac and this meant more waiting for the shuttle bus to take us to the terminal.
My husband and I knew that despite checking in online with Qantas, we would never be allowed to board the plane as we would have had to clear customs and check our luggage in.
We approached the PAL customer service department who didn’t seem to have the care in the world that we were technically stranded because of their inefficient service. After a lengthy discussion and explanation to them, still, there didn’t seem to be any actions to resolve the situation. Eventually we were offered to fly via Auckland, New Zealand. People that work at PAL do not seem to understand geography and that flying via New Zealand (with all the airport transfers and layover) would add hours and if not a whole day to get back to Sydney.
We demanded to speak to a manager and after an hour of explaining (by this time my husband who was unwell) was getting exhausted and fed up of the situation, a manager finally emerged. She suggested for us to fly the next day and we would be put in a hotel. We refused this offer as my husband had a management business meeting on Friday 10th August, in Sydney Australia where his company’s management team had flown from Italy. The manager could did not have the grasp of our anxiety and frustration and did not have a minute empathy of their customers situation. TOTALLY UNACCEPTABLE!!!
After or around 09:00PM, they advised us that we could fly on board their own airline (PAL) which was due to depart at 2200 hour (1000PM). My husband and I expressed that had their flight been on time, we would have had the luxury of having access to the Qantas lounge and could have had our dinner (in peace instead of being hungry and frustrated). We also expressed that being Qantas Frequent Flyers we accumulate points, and my husband being a Platinum Member, we can possibly get upgrades upon check ins. All these were ignored by the manager and explained that the best she could do was to provide us with 2 meal vouchers worth 300 Philippine pesos which is approximately AUD $7.60. I found this a HUGE insult and advised her that this amount would be my tip to the waiter who served us in restaurants!
Working for one of the biggest global auditing firms and with my husband being a company Chief Executive Officer (CEO) I cannot emphasise enough that in any business – big or small, customer service is a MUST. Being able to empathise with the customers is a HUGE thing and sadly Philippine Airlines staff do not possess such quality.
I promised myself NOT to fly with this airline ever again – SUCH AN EMBARASSMENT TO BE A NATIONAL CARRIER FOR A COUNTRY.
I gave it 1 star whereas it should be zero but came up with 5 Stars !!
Oliver L
5.0
My name is Oliver Lagumbay, was a passenger of Flight 116 on August 1st 2018. I was seated at Business Class 5C that left Manila Philippines bound for Vancouver Canada at 19:00 in Terminal 1. The main reason why I travelled and paid business class is to have a comfortable travel like my home . When we had an emergency landing in Haneda, Japan and was delayed for a total of 30 hours, I was expecting a better treatment than a food voucher. I asked and begged several times to the Japanese manager of Philippine airlines in Japan to booked me to other airlines in order to catch up with my previous commitments, to attend the 70th birthday celebration and despedida de soltera of my daughter on August 1st at 7:00 pm with family and friends. My daughter was to wed on the 4th of August 2018 and I also barely made it on that day because of another delay in taking off last Thursday 02 August. I again was not able to attend the wedding rehearsal which was scheduled on 02 August at 5pm.
When I booked for Manila on the 27th of July due to the passing away of my mother, I made it a point that I can come back on the dates specified so much so that even the funeral was scheduled on the 31st of july so I can leave and attend to the commitments. As soon as I arrived in YVR I took my car from the jetset parking which was prepaid on the date of my return. However because of that delay, I was charged additional parking fee of $30.00 because I use another day. As an added insult to the injury, the food served to me while on flight was not the original I requested. Aside from physical and mental stress due to these incidents,you are only crediting ,me a round trip credit miles which i can’t even use on the dates I want but the availability of for the use of air miles or points. It will never work out with my business and other trip. Having said that I already tried retrieving my points before but the dates given is not what I want or workable with my schedules.. I tried that before with my mabuhay miles. In view of this, i believe that, I deserve a much better deal than mabuhay miles since I still intend to use your airlines again in the future. As a matter of fact, I am thinking of going back on the 4oth day anniversary of my mother’s death or the 1st year death anniversary.
As a marketing man and business man, i always practice goodwill to all my clients, what more your company which is a lot bigger and professional and credible company. Please give me a better compensation since, as I mentioned earlier, have missed a lot of opportunities and memorable memories which I cannot bring it back. I did my best in pleadings with the representatives in Japan but it fell on deaf ears and blank wall. They did not do anything to make my trip comfortable and worthy of what I paid in business class.
We Filipinos know that we always treasure these kinds of celebrations which comes only once.
I pray and hope that you will give my complaint your utmost attention and a favorable response and action.
Mary Ann Viloria
5.0
Terrible service from PAL. My baggage was delayed for about 24 hrs already..flight from vegas to LA going to Manila PR113. While my baggage was delayed, my other colleague’s luggage was already lost since July 14 from Manila to LA to Vegas and cannot be found anymore.
Bartosz Slusarczyk
1.0
Complained several times to Philippines Airline complaints department but only receive automated response and nobody has gotten back to us regarding the matter.
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. If we had known before we would have chosen a different airline, however 3 weeks before the flight date flights have sky rocketed in price and suitable flights not available so is not an option. What’s more the flights we now were cheaper at the time of booking so we have now also overpaid for a flight we did not want. No compensation or apology from Philippines Airlines so far. Very poor service and terrible reliability.
michelle k
1.0
The rebooking process is the worst. I called from abroad and had the process for more than 2 hours over the phone. It costed me a lot of time and money.
When I was to refund the travel tax at NAIA2 ticketing office, there were staffs who were just chatting and didn’t bother to assist if i didn’t approach them or asked if somebody was there to attend me.
I applied for the refund and since I used cards for me and my son’s ticket I was told that it will be deposited on that account. I was advised to follow up through e-mails or phone calls. I hope you would deposit that without the needs for follow up.
I hope that you could improve your service and though attitude couldn’t be trained I still hope you could provide more training to your staffs.
Tracy
1.0
My husband flew from Manila to LA via PAL flight number PR 112 last 23 May 2018. Paid an extra of 1,530USD to get a first class seat so he can seat and sleep comfortable. Unfortunately, the PAL services are beyond poor to my imagination.
The security on the inspection area rudely grabbed my husband’s bag without even asking permission to check on it. The security supervisor is very rude when approached, just sitting on a corner and playing on his phone.
Food and wine are worst. The first class seat that was assigned for my husband looks old and weary, the recliner doesn’t work, needs to call FA for assistance and they’re not even attentive to the needs of their customers.
Worst of all, my husband had a bug bites from your seat.
Never fly with PAL again, won’t even recommend them, not even worth a star nor worth to pay an extra money. They just care for money gain, customer relations is non-existent. No to Philippine Airline again!
Zandra
1.0
We are requesting to your office for the refund of the following tickets .
But as per conversation with one of your agent, according to him we are not eligible for any refund for both tickets since according to him PAL is following an “internal guideline” where you have to choose the most restricted rule for the flights which in our case according to him is the non-refundable for the promo tickets we get.
I can understand for the Economy Supersaver flights we cannot refund it, what we don’t understand is why for the Economy saver flights we can’t also get a refund, when its clearly stated on the fare guidelines that we are eligible for refund.
(See attached screen shot of the fare rules for each flight)
This guideline was not clearly stated in your website or in the plane ticket you send us. Even your agent is aware of this.
It’s very misleading for your customers to be honest.
Tracy
5.0
My husband flew from Manila to LA via PAL flight number PR 112 last 23 May 2018. Paid an extra of 1,530USD to get a first class seat so he can seat and sleep comfortable. Unfortunately, the PAL services are beyond poor to our imagination. The security on the inspection area rudely grabbed my husband’s bag without even asking permission to check on it. The security supervisor is very rude when approached, just sitting on a corner and playing on his phone. Food and wine are worst. The first class seat that was assigned for my husband looks old and weary, the recliner doesn’t work, needs to call FA for assistance and they’re not even attentive to the needs of their customers. Worst of all, my husband had a bug bites from your seat.
Never fly with PAL again, won’t even recommend them, not even worth a star nor worth to pay an extra money. They just care for money gain, customer relations is non-existent.
Mr T Cole
1.0
I booked flights in February to Manila but received an email from Philippine Airlines last month stating that they had cancelled them – no explanation was given and no advice regarding alternative flights nor the procedure for refunds.
To date, I have still not had a refund and I found out today from my agent that this was because Philippine Airlines have been holding up the process by not confirming the cancellation with them nor supplying the necessary waiver codes. In short, Philippine Airlines lied to me: they told me that it was the agent who was to blame.
Meanwhile, the flights are now £1,000 more than I paid in February – in a perfect world, Philippine Airlines would be liable for this but unfortunately it is not a perfect world and Philippine Airlines are a million miles away from being a perfect company. I will be flying with Air Asia from now on, even if Air Asia flights cost slightly more, simply because I know that Air Asia are reliable.
Jessica
1.0
| 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. If we had known before we would have chosen a different airline, however 3 weeks before the flight date flights have sky rocketed in price and suitable flights not available so is not an option. What’s more the flights we now were cheaper at the time of booking so we have now also overpaid for a flight we did not want. No compensation or apology from Philippines Airlines so far. Very poor service and terrible reliability.
Evan Espanola
5.0
I booked my flight from SFO-MANILA, 70 days before my scheduled takeoff.
I personally picked May 3rd as my date to leave.
When I arrived at the airport ready to go they said my flight was (May 2nd, 12:05am).
If I wanted to leave May 2nd I would have booked May 2nd and it should have stated May 2nd on my itinerary.
Sure the logic seems rational but it is very confusing. I received no call, text, or email regarding the status of my flight. And for some reason I was able to print out my boarding pass May 3rd even after my supposed “flight” had taken off.
PAL made me pay a rebooking fee of $500 to get on the next flight May 4th. This is highly inconvenient
and incomprehensible. I suggest PAL make it clear on the itineraries to state that when you book a flight your actually booking it for the day before and not the day you intended to book.
MARLIN GOMEZ
5.0
We were booked for flight PR2274 TAGBILARAN TO MNL, however it was cancelled due to weather condition, the second day it was delayed once again. I am scheduled to go back to SFO March 15, 2018- Thursday. Because of these delays I wasted 2 days of my vacation. Now, I have to extend to maximized my stay here in the Philippines, to finish my business i’m supposed to do. it will be a domino effect on my part. Will I be compensated or at least waved my rebooking fee.
One thing we are wondering, Air Asia was able to fly out of Tagbilaran. Why is it, PAL can land and get out of Tagbilaran. WHY IS IT, THE PLANE THAT WAS DIVERTED TO MACTAN DID NOT COME BACK TO TAGBILARAN?
Today, PR2774 was diverted to Cebu again and they announced that they are coming back to Tagbilaran by 1300. Now Air Asia is in the runway again, definitely PAL will not land on time again.
please advise.
Tom
1.0
My wife and I flew from Manila to Auckland on Feb. 15/16 of this year and were left stranded at the airport in Auckland due to the flight being late coming from NAIA. PR218 was delayed two hours at the gate due to mechanical problems, this in turn made us late for our connecting flight going from Auckland to Queenstown NZ.
We were told by no less than 4 ground personnel at the gate that we should “not worry” and that “they were arranging to book us on a later flight with Air New Zealand” so we could get to our final destination safely.
We were told by no less than 3 cabin personnel to “not worry, the pilot had called ahead with our names and somebody would be at the gate in Auckland to help us get on our (new) later flight with Air New Zealand”.
This of course was all lies and rubbish! Nobody was waiting at the gate to help us, nobody had called ahead to alert Air New Zealand we would be late, we were stranded at a strange airport in a foreign country by Philippine Airlines and left to fend for ourselves! It cost me an extra NZ$684 (P25,308; or US$500) to purchase same-day tickets on a later flight with Air New Zealand thanks to the ineptitude of PAL.
Once I related my story to the customer service department at PAL, they went into full hiding mode. This happened 3 weeks ago and all I’ve received from PAL so far is automated messages. Well that’s not entirely true, the webmaster for the PAL FaceBook Page has deleted many of my complaints and labeled me a ‘spammer’ for trying to get my side of the story in the public eye. PAL should be ashamed of the way this has been handled to date…
Airlines need good ‘word of mouth’ to be successful and profitable. Unfortunately I can not give PAL anything but a big thumbs-down at this point, I can not tell my friends and family to fly with PAL with any confidence. Had anyone at PAL stood up and acted like a professional at any point during this debacle and just done the right thing I would probably feel differently, but unfortunately NOBODY at PAL did. I really feel the employees there lied to me about everything just to keep me calm until it was to late for me to do anything but write a complaint letter…
The customer service department at your airline might as well be a “black-hole” from a customers perspective since complaints go in and are never seen or heard from again.
I’m ashamed to call Philippine Airlines my national-flagged carrier at this point, since customer service and doing the right thing seems to be a foreign concept to most at PAL.
Sorry to be telling you all of this, I am a resident of the Philippines and I would like to be able to tell others how proud I am of our national-flagged carrier – unfortunately all I have is a travel horror-story of poor customer service and worse after-market attention.
PAL should be ashamed this situation!
Romel Paolo L. Medallo
5.0
I flew from Dubai to MNL on board PAL flight PR659/14 Feb. 2018. Upon arrival in MNL, I connected to CEB via PR1853/15 Feb. 2018. One of my checked in stuffs was a 43 inches LG television which was purchased in Dubai by my wife. Before we proceeded to DXB airport, we put some clothes and other stuffs inside the TV box to serve as a cushion. We put a fragile sign on the box for obvious reason. To my dismay, upon arrival in CEB, our purchased TV was extensively damaged. The LCD monitor was broken and cracked like it was hit by a lightning bolt. It’s so obvious that they (what station they may be) mishandled the supposed to be careful and especial handling of this kind of stuffs. Please look into this and give me details on the possible indemnity.
Raymond Johnson
5.0
Philippine Airlines Ordeal
This is about our ordeal that has taken place before & during our holidays to Philippines. Flight tickets were booked early (Riyadh to Manila: BXGTCK, 15th Dec 2017). Domestic flights (Manila to Dipolog: LCNUCN, 19th Dec 2017 & IBOKER, 23rd Dec 2017) were also booked early. All the domestic flights got rescheduled due to some reasons as PAL claimed operational reasons.
Lost iPad Pro in PAL flight Riyadh to Manila. Went to register complain in Terminal 1, the officer replied as go to Terminal 2, as the plane moved to that area. Complained thru Twitter and their reply was if they get any updates they will update. Negative reply after two days as no one endorsed. (PAL wouldn’t do this as it is too much to carry out or it is out of their jurisdiction)
* I wished PAL took every customers pain to an extra mile of good service like: requesting all the passengers who flown on the same day and who were sitting behind the row 60 (our seat number). That can be as an email as requesting to respond if found.
* Another way of informing to all staffs went inside for cleaning and maintenance to respond about the loss.
All our domestic flight to Dipolog were cancelled and requested to change to later dates or get full refund. We changed and stayed in Manila, at our own expense, additional two days as PAL claimed as no flights on earlier dates. After the date change, we found out PAL rescheduled their flights to their previous dates. Waste of our money and time.
Domestic flight (21 Dec 2017, IBOKER) Manila to Dipolog cancelled during the Tropical storm and as I enquired about this change, the call centre staff gave a lengthy hour discussion which was of no help. Seat available only on 24th Dec and was not helping me in any positive manner. Having noticed the delay to fly to Dipolog, I took another flight with CEBU pacific airways and flew. However I received a late email as the flight is rescheduled on 23rd Dec but by that time I have already booked the Cebu pacific flight to Dipolog. Another waste of money due to non competent call centre staff or due to ignorant staffs of PAL
POPS
1.0
IT IS VERY DIFFICULT TO REACH THEIR HOTLINE. I always have to wait in queue for more than 20 minutes and I am calling long distance. The customer service access is just very poor ever since. Every time you need to change something on your booking there is a need to call and it is no joke because it is just too much to pay for long distance calls. Please please please improve this! Everything is done online now! Or better yet improve our service levels!
Janet
5.0
Last July 23, 2017, my children went to the Philippines to meet their father. Their ticket numbers were as follows: Parfitt W. and Charl W. (Montreal to Toronto via West Jet and Toronto to Manila via Philippine Airlines) I requested for a meet and greet assistance from West Jet but they said it will be available for children below 12 years old only. However, I was able to avail of the free assistance to unaccompanied minors from Philippine Airlines. The ticket that we booked was only one way because we were not sure of the arrival of my husband to The Philippines (My husband is a seafarer). The children did not have any problems with their flight going to Manila.
On August 3, 2017, my husband purchased their return ticket to Montreal . Their ticket numbers are as follows: Parfitt W. and Charl W. (Manila to Vancouver via Philippine Airlines and Vancouver to Montreal via West Jet). I called Philippine Airlines (toll free 18004359725) on August 5, 2017, 6:45 AM to request for a meet and greet assistance for my two girls from Manila to Vancouver. They made it clear to me that the children will not have any problems with their flight from Manila to Vancouver up to the Immigration as they will be assisted by the assigned personnel. Then, last August 28, 2017 at 18:36 , I again called Philippine Airlines to confirm the meet and greet assistance and the operator gladly confirmed it to me.
During the day of their flight, my children (assisted by my husband) were issued their boarding pass. However, on their way to the immigration, they were not allowed to go further to the immigration. The reason of the supervisor was that because they must be accompanied by an adult but if not possible, they must have a guardian from West Jet who will assist them upon their arrival to Vancouver up to their arrival in Montreal. The PAL supervisor said that West Jet has issued a memo to them not to allow unaccompanied minors board the plane without a Guardian from WestJet (a Guardian was defined by the supervisor as a personnel from West Jet who will assist my children from Vancouver to Montreal). I called multiple personnel thru the West Jet hotline 18889378538, 4x on August 29, 2017 and once this morning, 6:11 AM, August 30, 2017. The last conversation that I had was with a lady with an employee number of 1161. They gave me the same answer that an assistance will not be given to my children because they only consider children aged 11 years and below as minors. The lady with employee number 1161 also said that they did not issue a memo to Philippine Airlines stating that they will not allow unaccompanied minors to travel without a guardian from West Jet. She also confirmed that even if the children has boarded from an International flight (Manila-Vancouver) and will be taking a connecting flight, they will still be unable to assist my children because they are out of the age range of considered minors. And in addition, she said that there will be no problem in their part if the kids should travel on their own as long as they have an official consent from the parents.
I am filing a complaint because:
1. We were forced to shell out money from our depleting resources.
2. Classes have already started today, August 30, 2017. My children are so passionate with their studies and they were in fact receiving academic and special awards in their school here in Canada. Skipping classes is definitely a big issue to them. They had to miss classes for days because they were prevented to board their flights.
3. The PAL supervisor who I talked to (We failed to get the name of the Supervisor who was on duty last August 29, 2017 around 4PM to 8PM) claimed that the rules of PAL regarding travels of unaccompanied minors has just recently been released. But how come my children were allowed to travel to the Philippines without any problem even in the absence of assistance from West Jet. And how come the PAL personnel who I spoke to last August 5 and August 28 did not have any idea about these new rules of PAL? If new rules are set by the PAL management, the details have to be disseminated to all concerned employees and travel agencies. With regards to the Memo from West Jet, how come the personnel from West Jet do not have any idea of this said Memo? Where is the proper coordination of the operating personnel?
4. The procurement of all the documents needed in preparation for my children’s flight back to Canada was a very tedious process. They had to go back and forth the DSWD office to secure their clearance. I also had to be absent from work for one whole day just to go to the Philippine consulate in Ottawa for a validated consent form of their travel.
5. We don’t want incidences such as these to happen again. The aftermath of mistakes and errors of the PAL personnel should not be shouldered upon by their passengers. In our case, we did our share of compliance to the regulations (procurement of DSWD clearance and request for minors’ assistance from PAL). Despite that, my children were not allowed to fly back to Canada.
Aardvark
1.0
My wife’s direct flight from San Francisco, CA to Manila was diverted supposedly due to a Russian volcano, and ended up landing in Japan for refueling. The plane was over 3 hours late getting to Manila, so my wife missed her connecting flight on Cebu Pacific to Butuan. After asking, then pleading, then arguing with Philippine Air customer disservice, we got no resolution. Customer service would tell me that they would coordinate with Cebu Pacific to get another flight, but the counter help at the Manila airport would say they can’t. Customer service tells me that they will put my wife up in a motel until the next day when she can get one of their flights, but the counter help says no. Customer service tells me that they had sent directions directly to the counter help that was talking to my wife (Jona Vasquez), but Jona says she never received anything. I call customer service back, and after another multiple times on hold, the customer service rep tells me that their “Back end office” has taken an hour long break. Customer service tells me that the counter help can print a “Flight Interruption Manifest” to show to Cebu Pacific, but the counter help at the airport says they can’t do that either. This company is so inept I would be afraid to fly on one of their planes, not knowing if their maintenance department suffers from the same level of ineptness.
Jocelyn
5.0
I was really depressed when I knew that my luggage has got delayed. I was happy to see my family but how I can see them without the gifts I bought for them. I tried contacting the customer service through phone, that is not working as well. Not sure what is happening. No assistance received.
Wilma
5.0
This is to formally ask your explanation/statement with regards to our case last Dec.24 flight PR508, wherein our one luggage with Tag# PR863503 was reported delayed/missing on that time. We dont even hear anything from your office about this, all the contact # indicated in the report form was uncontactable (851-3011 / 832-2939). We just PM ur facebook page but all we received was non-sense same answers. How can be like that, where we, as your passengers, we pay right but we dont received the proper service that we deserved. From the next day Dec.25 onwards we keep on reaching your office and contact # but, it’s useless. Until Dec. 31 to be exact at 3:30am, we got our luggage delivered to our house, but it’s already after 7 DAYS. We even pay the excess baggage fee but we only get trouble/stress in return being delayed/missing our luggage. We got some events and gatherings that we need to attend to that we were not able to fulfill because of our missing luggage. Some of our gifts also was inside and we have some fresh goods over there that was damaged and spoilt due to the 7days delayed.
We want to hear your side now, and we want to appeal for the damaged that you’ve all caused us. Until now, we dont hear anything from you.
Now, we feel unsafe travelling w/ you knowing that our baggage will be missing/delayed anytime. We as OFW work hard for our family, so all the things whatever inside our luggage is valuable to us. This incident is so unaccepatble. We choose your airlines because we trusted you, but you disappoint us.
Nenita
5.0
PAL…….Customer service is non-existent. My baggage was delayed and to get in touch with anyone was totally impossible. They rarely answer the phone and when they do, they have no clue on how to answer your question. They never call back. I got my bag after 5 days and after much haggling on the amount they offered for my inconvenience, I am still waiting for payment. This happened on Oct 21, 2016. I was so stressed out my BP, which I have not had before, shot up and I had to go for tests and doctor’s visits. So I now have to start taking pills for BP. How sad is that?
And now, I am still waiting to be paid. All the lab tests and doctor’s bills I have to absorb.
ernest dixon
5.0
August 2, flight PR152 from Cebu to LAX. Plane was late getting to Cebu from Manila. Arrived at LAX and I had missed my American Airlines connecting flight to DEN. Was routed through Minneapolis-St. Paul then to Denver on Delta, arriving about 8:30. If I had waited for the next American Airlines flight I would not have arrived in Denver until afternoon. The plane from Cebu was an Airbus. The ‘climate control’ on that plane was horrible – the overhead did not have the little air nozzles, the flight crew controlled the temperature and it was very hot – didn’t seem like any air was moving at all. I was sick for the next whole day, even though I drank lots and got up a lot to walk around and get cooler. Normally I sleep on the plane, couldn’t on this one – too hot! All that I did was sweat!
Freda
1.0
Sunday, July 31, 2016 at 10:00 PM Change in Flight
Philippine Airlines Flight Number: PR0668
From: Manila (MNL-Ninoy Aquino Intl.) Depart: 9:45 PM 10:00 PM (change)
To: Kuwait City (KWI-Kuwait Intl.) Arrive: 6:25 AM +1 day
Status: CONFIRMED Class: Coach
Equipment: Airbus A330 Jet
OK this was supposed to be a non-stop flight. Wonder why it stopped in Dubai. I assume to clean and and put fuel? However, this was not indicated on Itinerary. It doesnt mention of any stops from Manila to Kuwait. A more clarity and transparency must be given to passengers to avoid such sudden diversions and stops.
Flew from Tagbilaran City on 09th August 2018 on board PR2778, which was supposed to arrive in Manila at 1730 hour (05:30PM). This would have given us enough time to get into the business lounge, have our dinner in peace, gain our frequent flyer points and fly with our preferred airline Qantas (where our tickets were booked) – bound for Sydney, Australia at 2000 hour (08:00PM) .
Instead, we were waiting at Tagbilaran City Airport for the plane to arrive and we didn’t board the plane (to Manila) until 1800 hour (06:00PM). The plane did not depart Tagbilaran City airport until after 06:00PM and we arrived in Manila after 07:00PM. The plane was parked in the middle of the tarmac and this meant more waiting for the shuttle bus to take us to the terminal.
My husband and I knew that despite checking in online with Qantas, we would never be allowed to board the plane as we would have had to clear customs and check our luggage in.
We approached the PAL customer service department who didn’t seem to have the care in the world that we were technically stranded because of their inefficient service. After a lengthy discussion and explanation to them, still, there didn’t seem to be any actions to resolve the situation. Eventually we were offered to fly via Auckland, New Zealand. People that work at PAL do not seem to understand geography and that flying via New Zealand (with all the airport transfers and layover) would add hours and if not a whole day to get back to Sydney.
We demanded to speak to a manager and after an hour of explaining (by this time my husband who was unwell) was getting exhausted and fed up of the situation, a manager finally emerged. She suggested for us to fly the next day and we would be put in a hotel. We refused this offer as my husband had a management business meeting on Friday 10th August, in Sydney Australia where his company’s management team had flown from Italy. The manager could did not have the grasp of our anxiety and frustration and did not have a minute empathy of their customers situation. TOTALLY UNACCEPTABLE!!!
After or around 09:00PM, they advised us that we could fly on board their own airline (PAL) which was due to depart at 2200 hour (1000PM). My husband and I expressed that had their flight been on time, we would have had the luxury of having access to the Qantas lounge and could have had our dinner (in peace instead of being hungry and frustrated). We also expressed that being Qantas Frequent Flyers we accumulate points, and my husband being a Platinum Member, we can possibly get upgrades upon check ins. All these were ignored by the manager and explained that the best she could do was to provide us with 2 meal vouchers worth 300 Philippine pesos which is approximately AUD $7.60. I found this a HUGE insult and advised her that this amount would be my tip to the waiter who served us in restaurants!
Working for one of the biggest global auditing firms and with my husband being a company Chief Executive Officer (CEO) I cannot emphasise enough that in any business – big or small, customer service is a MUST. Being able to empathise with the customers is a HUGE thing and sadly Philippine Airlines staff do not possess such quality.
I promised myself NOT to fly with this airline ever again – SUCH AN EMBARASSMENT TO BE A NATIONAL CARRIER FOR A COUNTRY.
I gave it 1 star whereas it should be zero but came up with 5 Stars !!
My name is Oliver Lagumbay, was a passenger of Flight 116 on August 1st 2018. I was seated at Business Class 5C that left Manila Philippines bound for Vancouver Canada at 19:00 in Terminal 1. The main reason why I travelled and paid business class is to have a comfortable travel like my home . When we had an emergency landing in Haneda, Japan and was delayed for a total of 30 hours, I was expecting a better treatment than a food voucher. I asked and begged several times to the Japanese manager of Philippine airlines in Japan to booked me to other airlines in order to catch up with my previous commitments, to attend the 70th birthday celebration and despedida de soltera of my daughter on August 1st at 7:00 pm with family and friends. My daughter was to wed on the 4th of August 2018 and I also barely made it on that day because of another delay in taking off last Thursday 02 August. I again was not able to attend the wedding rehearsal which was scheduled on 02 August at 5pm.
When I booked for Manila on the 27th of July due to the passing away of my mother, I made it a point that I can come back on the dates specified so much so that even the funeral was scheduled on the 31st of july so I can leave and attend to the commitments. As soon as I arrived in YVR I took my car from the jetset parking which was prepaid on the date of my return. However because of that delay, I was charged additional parking fee of $30.00 because I use another day. As an added insult to the injury, the food served to me while on flight was not the original I requested. Aside from physical and mental stress due to these incidents,you are only crediting ,me a round trip credit miles which i can’t even use on the dates I want but the availability of for the use of air miles or points. It will never work out with my business and other trip. Having said that I already tried retrieving my points before but the dates given is not what I want or workable with my schedules.. I tried that before with my mabuhay miles. In view of this, i believe that, I deserve a much better deal than mabuhay miles since I still intend to use your airlines again in the future. As a matter of fact, I am thinking of going back on the 4oth day anniversary of my mother’s death or the 1st year death anniversary.
As a marketing man and business man, i always practice goodwill to all my clients, what more your company which is a lot bigger and professional and credible company. Please give me a better compensation since, as I mentioned earlier, have missed a lot of opportunities and memorable memories which I cannot bring it back. I did my best in pleadings with the representatives in Japan but it fell on deaf ears and blank wall. They did not do anything to make my trip comfortable and worthy of what I paid in business class.
We Filipinos know that we always treasure these kinds of celebrations which comes only once.
I pray and hope that you will give my complaint your utmost attention and a favorable response and action.
Terrible service from PAL. My baggage was delayed for about 24 hrs already..flight from vegas to LA going to Manila PR113. While my baggage was delayed, my other colleague’s luggage was already lost since July 14 from Manila to LA to Vegas and cannot be found anymore.
Complained several times to Philippines Airline complaints department but only receive automated response and nobody has gotten back to us regarding the matter.
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. If we had known before we would have chosen a different airline, however 3 weeks before the flight date flights have sky rocketed in price and suitable flights not available so is not an option. What’s more the flights we now were cheaper at the time of booking so we have now also overpaid for a flight we did not want. No compensation or apology from Philippines Airlines so far. Very poor service and terrible reliability.
The rebooking process is the worst. I called from abroad and had the process for more than 2 hours over the phone. It costed me a lot of time and money.
When I was to refund the travel tax at NAIA2 ticketing office, there were staffs who were just chatting and didn’t bother to assist if i didn’t approach them or asked if somebody was there to attend me.
I applied for the refund and since I used cards for me and my son’s ticket I was told that it will be deposited on that account. I was advised to follow up through e-mails or phone calls. I hope you would deposit that without the needs for follow up.
I hope that you could improve your service and though attitude couldn’t be trained I still hope you could provide more training to your staffs.
My husband flew from Manila to LA via PAL flight number PR 112 last 23 May 2018. Paid an extra of 1,530USD to get a first class seat so he can seat and sleep comfortable. Unfortunately, the PAL services are beyond poor to my imagination.
The security on the inspection area rudely grabbed my husband’s bag without even asking permission to check on it. The security supervisor is very rude when approached, just sitting on a corner and playing on his phone.
Food and wine are worst. The first class seat that was assigned for my husband looks old and weary, the recliner doesn’t work, needs to call FA for assistance and they’re not even attentive to the needs of their customers.
Worst of all, my husband had a bug bites from your seat.
Never fly with PAL again, won’t even recommend them, not even worth a star nor worth to pay an extra money. They just care for money gain, customer relations is non-existent. No to Philippine Airline again!
We are requesting to your office for the refund of the following tickets .
But as per conversation with one of your agent, according to him we are not eligible for any refund for both tickets since according to him PAL is following an “internal guideline” where you have to choose the most restricted rule for the flights which in our case according to him is the non-refundable for the promo tickets we get.
I can understand for the Economy Supersaver flights we cannot refund it, what we don’t understand is why for the Economy saver flights we can’t also get a refund, when its clearly stated on the fare guidelines that we are eligible for refund.
(See attached screen shot of the fare rules for each flight)
This guideline was not clearly stated in your website or in the plane ticket you send us. Even your agent is aware of this.
It’s very misleading for your customers to be honest.
My husband flew from Manila to LA via PAL flight number PR 112 last 23 May 2018. Paid an extra of 1,530USD to get a first class seat so he can seat and sleep comfortable. Unfortunately, the PAL services are beyond poor to our imagination. The security on the inspection area rudely grabbed my husband’s bag without even asking permission to check on it. The security supervisor is very rude when approached, just sitting on a corner and playing on his phone. Food and wine are worst. The first class seat that was assigned for my husband looks old and weary, the recliner doesn’t work, needs to call FA for assistance and they’re not even attentive to the needs of their customers. Worst of all, my husband had a bug bites from your seat.
Never fly with PAL again, won’t even recommend them, not even worth a star nor worth to pay an extra money. They just care for money gain, customer relations is non-existent.
I booked flights in February to Manila but received an email from Philippine Airlines last month stating that they had cancelled them – no explanation was given and no advice regarding alternative flights nor the procedure for refunds.
To date, I have still not had a refund and I found out today from my agent that this was because Philippine Airlines have been holding up the process by not confirming the cancellation with them nor supplying the necessary waiver codes. In short, Philippine Airlines lied to me: they told me that it was the agent who was to blame.
Meanwhile, the flights are now £1,000 more than I paid in February – in a perfect world, Philippine Airlines would be liable for this but unfortunately it is not a perfect world and Philippine Airlines are a million miles away from being a perfect company. I will be flying with Air Asia from now on, even if Air Asia flights cost slightly more, simply because I know that Air Asia are reliable.
| 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. If we had known before we would have chosen a different airline, however 3 weeks before the flight date flights have sky rocketed in price and suitable flights not available so is not an option. What’s more the flights we now were cheaper at the time of booking so we have now also overpaid for a flight we did not want. No compensation or apology from Philippines Airlines so far. Very poor service and terrible reliability.
I booked my flight from SFO-MANILA, 70 days before my scheduled takeoff.
I personally picked May 3rd as my date to leave.
When I arrived at the airport ready to go they said my flight was (May 2nd, 12:05am).
If I wanted to leave May 2nd I would have booked May 2nd and it should have stated May 2nd on my itinerary.
Sure the logic seems rational but it is very confusing. I received no call, text, or email regarding the status of my flight. And for some reason I was able to print out my boarding pass May 3rd even after my supposed “flight” had taken off.
PAL made me pay a rebooking fee of $500 to get on the next flight May 4th. This is highly inconvenient
and incomprehensible. I suggest PAL make it clear on the itineraries to state that when you book a flight your actually booking it for the day before and not the day you intended to book.
We were booked for flight PR2274 TAGBILARAN TO MNL, however it was cancelled due to weather condition, the second day it was delayed once again. I am scheduled to go back to SFO March 15, 2018- Thursday. Because of these delays I wasted 2 days of my vacation. Now, I have to extend to maximized my stay here in the Philippines, to finish my business i’m supposed to do. it will be a domino effect on my part. Will I be compensated or at least waved my rebooking fee.
One thing we are wondering, Air Asia was able to fly out of Tagbilaran. Why is it, PAL can land and get out of Tagbilaran. WHY IS IT, THE PLANE THAT WAS DIVERTED TO MACTAN DID NOT COME BACK TO TAGBILARAN?
Today, PR2774 was diverted to Cebu again and they announced that they are coming back to Tagbilaran by 1300. Now Air Asia is in the runway again, definitely PAL will not land on time again.
please advise.
My wife and I flew from Manila to Auckland on Feb. 15/16 of this year and were left stranded at the airport in Auckland due to the flight being late coming from NAIA. PR218 was delayed two hours at the gate due to mechanical problems, this in turn made us late for our connecting flight going from Auckland to Queenstown NZ.
We were told by no less than 4 ground personnel at the gate that we should “not worry” and that “they were arranging to book us on a later flight with Air New Zealand” so we could get to our final destination safely.
We were told by no less than 3 cabin personnel to “not worry, the pilot had called ahead with our names and somebody would be at the gate in Auckland to help us get on our (new) later flight with Air New Zealand”.
This of course was all lies and rubbish! Nobody was waiting at the gate to help us, nobody had called ahead to alert Air New Zealand we would be late, we were stranded at a strange airport in a foreign country by Philippine Airlines and left to fend for ourselves! It cost me an extra NZ$684 (P25,308; or US$500) to purchase same-day tickets on a later flight with Air New Zealand thanks to the ineptitude of PAL.
Once I related my story to the customer service department at PAL, they went into full hiding mode. This happened 3 weeks ago and all I’ve received from PAL so far is automated messages. Well that’s not entirely true, the webmaster for the PAL FaceBook Page has deleted many of my complaints and labeled me a ‘spammer’ for trying to get my side of the story in the public eye. PAL should be ashamed of the way this has been handled to date…
Airlines need good ‘word of mouth’ to be successful and profitable. Unfortunately I can not give PAL anything but a big thumbs-down at this point, I can not tell my friends and family to fly with PAL with any confidence. Had anyone at PAL stood up and acted like a professional at any point during this debacle and just done the right thing I would probably feel differently, but unfortunately NOBODY at PAL did. I really feel the employees there lied to me about everything just to keep me calm until it was to late for me to do anything but write a complaint letter…
The customer service department at your airline might as well be a “black-hole” from a customers perspective since complaints go in and are never seen or heard from again.
I’m ashamed to call Philippine Airlines my national-flagged carrier at this point, since customer service and doing the right thing seems to be a foreign concept to most at PAL.
Sorry to be telling you all of this, I am a resident of the Philippines and I would like to be able to tell others how proud I am of our national-flagged carrier – unfortunately all I have is a travel horror-story of poor customer service and worse after-market attention.
PAL should be ashamed this situation!
I flew from Dubai to MNL on board PAL flight PR659/14 Feb. 2018. Upon arrival in MNL, I connected to CEB via PR1853/15 Feb. 2018. One of my checked in stuffs was a 43 inches LG television which was purchased in Dubai by my wife. Before we proceeded to DXB airport, we put some clothes and other stuffs inside the TV box to serve as a cushion. We put a fragile sign on the box for obvious reason. To my dismay, upon arrival in CEB, our purchased TV was extensively damaged. The LCD monitor was broken and cracked like it was hit by a lightning bolt. It’s so obvious that they (what station they may be) mishandled the supposed to be careful and especial handling of this kind of stuffs. Please look into this and give me details on the possible indemnity.
Philippine Airlines Ordeal
This is about our ordeal that has taken place before & during our holidays to Philippines. Flight tickets were booked early (Riyadh to Manila: BXGTCK, 15th Dec 2017). Domestic flights (Manila to Dipolog: LCNUCN, 19th Dec 2017 & IBOKER, 23rd Dec 2017) were also booked early. All the domestic flights got rescheduled due to some reasons as PAL claimed operational reasons.
Lost iPad Pro in PAL flight Riyadh to Manila. Went to register complain in Terminal 1, the officer replied as go to Terminal 2, as the plane moved to that area. Complained thru Twitter and their reply was if they get any updates they will update. Negative reply after two days as no one endorsed. (PAL wouldn’t do this as it is too much to carry out or it is out of their jurisdiction)
* I wished PAL took every customers pain to an extra mile of good service like: requesting all the passengers who flown on the same day and who were sitting behind the row 60 (our seat number). That can be as an email as requesting to respond if found.
* Another way of informing to all staffs went inside for cleaning and maintenance to respond about the loss.
All our domestic flight to Dipolog were cancelled and requested to change to later dates or get full refund. We changed and stayed in Manila, at our own expense, additional two days as PAL claimed as no flights on earlier dates. After the date change, we found out PAL rescheduled their flights to their previous dates. Waste of our money and time.
Domestic flight (21 Dec 2017, IBOKER) Manila to Dipolog cancelled during the Tropical storm and as I enquired about this change, the call centre staff gave a lengthy hour discussion which was of no help. Seat available only on 24th Dec and was not helping me in any positive manner. Having noticed the delay to fly to Dipolog, I took another flight with CEBU pacific airways and flew. However I received a late email as the flight is rescheduled on 23rd Dec but by that time I have already booked the Cebu pacific flight to Dipolog. Another waste of money due to non competent call centre staff or due to ignorant staffs of PAL
IT IS VERY DIFFICULT TO REACH THEIR HOTLINE. I always have to wait in queue for more than 20 minutes and I am calling long distance. The customer service access is just very poor ever since. Every time you need to change something on your booking there is a need to call and it is no joke because it is just too much to pay for long distance calls. Please please please improve this! Everything is done online now! Or better yet improve our service levels!
Last July 23, 2017, my children went to the Philippines to meet their father. Their ticket numbers were as follows: Parfitt W. and Charl W. (Montreal to Toronto via West Jet and Toronto to Manila via Philippine Airlines) I requested for a meet and greet assistance from West Jet but they said it will be available for children below 12 years old only. However, I was able to avail of the free assistance to unaccompanied minors from Philippine Airlines. The ticket that we booked was only one way because we were not sure of the arrival of my husband to The Philippines (My husband is a seafarer). The children did not have any problems with their flight going to Manila.
On August 3, 2017, my husband purchased their return ticket to Montreal . Their ticket numbers are as follows: Parfitt W. and Charl W. (Manila to Vancouver via Philippine Airlines and Vancouver to Montreal via West Jet). I called Philippine Airlines (toll free 18004359725) on August 5, 2017, 6:45 AM to request for a meet and greet assistance for my two girls from Manila to Vancouver. They made it clear to me that the children will not have any problems with their flight from Manila to Vancouver up to the Immigration as they will be assisted by the assigned personnel. Then, last August 28, 2017 at 18:36 , I again called Philippine Airlines to confirm the meet and greet assistance and the operator gladly confirmed it to me.
During the day of their flight, my children (assisted by my husband) were issued their boarding pass. However, on their way to the immigration, they were not allowed to go further to the immigration. The reason of the supervisor was that because they must be accompanied by an adult but if not possible, they must have a guardian from West Jet who will assist them upon their arrival to Vancouver up to their arrival in Montreal. The PAL supervisor said that West Jet has issued a memo to them not to allow unaccompanied minors board the plane without a Guardian from WestJet (a Guardian was defined by the supervisor as a personnel from West Jet who will assist my children from Vancouver to Montreal). I called multiple personnel thru the West Jet hotline 18889378538, 4x on August 29, 2017 and once this morning, 6:11 AM, August 30, 2017. The last conversation that I had was with a lady with an employee number of 1161. They gave me the same answer that an assistance will not be given to my children because they only consider children aged 11 years and below as minors. The lady with employee number 1161 also said that they did not issue a memo to Philippine Airlines stating that they will not allow unaccompanied minors to travel without a guardian from West Jet. She also confirmed that even if the children has boarded from an International flight (Manila-Vancouver) and will be taking a connecting flight, they will still be unable to assist my children because they are out of the age range of considered minors. And in addition, she said that there will be no problem in their part if the kids should travel on their own as long as they have an official consent from the parents.
I am filing a complaint because:
1. We were forced to shell out money from our depleting resources.
2. Classes have already started today, August 30, 2017. My children are so passionate with their studies and they were in fact receiving academic and special awards in their school here in Canada. Skipping classes is definitely a big issue to them. They had to miss classes for days because they were prevented to board their flights.
3. The PAL supervisor who I talked to (We failed to get the name of the Supervisor who was on duty last August 29, 2017 around 4PM to 8PM) claimed that the rules of PAL regarding travels of unaccompanied minors has just recently been released. But how come my children were allowed to travel to the Philippines without any problem even in the absence of assistance from West Jet. And how come the PAL personnel who I spoke to last August 5 and August 28 did not have any idea about these new rules of PAL? If new rules are set by the PAL management, the details have to be disseminated to all concerned employees and travel agencies. With regards to the Memo from West Jet, how come the personnel from West Jet do not have any idea of this said Memo? Where is the proper coordination of the operating personnel?
4. The procurement of all the documents needed in preparation for my children’s flight back to Canada was a very tedious process. They had to go back and forth the DSWD office to secure their clearance. I also had to be absent from work for one whole day just to go to the Philippine consulate in Ottawa for a validated consent form of their travel.
5. We don’t want incidences such as these to happen again. The aftermath of mistakes and errors of the PAL personnel should not be shouldered upon by their passengers. In our case, we did our share of compliance to the regulations (procurement of DSWD clearance and request for minors’ assistance from PAL). Despite that, my children were not allowed to fly back to Canada.
My wife’s direct flight from San Francisco, CA to Manila was diverted supposedly due to a Russian volcano, and ended up landing in Japan for refueling. The plane was over 3 hours late getting to Manila, so my wife missed her connecting flight on Cebu Pacific to Butuan. After asking, then pleading, then arguing with Philippine Air customer disservice, we got no resolution. Customer service would tell me that they would coordinate with Cebu Pacific to get another flight, but the counter help at the Manila airport would say they can’t. Customer service tells me that they will put my wife up in a motel until the next day when she can get one of their flights, but the counter help says no. Customer service tells me that they had sent directions directly to the counter help that was talking to my wife (Jona Vasquez), but Jona says she never received anything. I call customer service back, and after another multiple times on hold, the customer service rep tells me that their “Back end office” has taken an hour long break. Customer service tells me that the counter help can print a “Flight Interruption Manifest” to show to Cebu Pacific, but the counter help at the airport says they can’t do that either. This company is so inept I would be afraid to fly on one of their planes, not knowing if their maintenance department suffers from the same level of ineptness.
I was really depressed when I knew that my luggage has got delayed. I was happy to see my family but how I can see them without the gifts I bought for them. I tried contacting the customer service through phone, that is not working as well. Not sure what is happening. No assistance received.
This is to formally ask your explanation/statement with regards to our case last Dec.24 flight PR508, wherein our one luggage with Tag# PR863503 was reported delayed/missing on that time. We dont even hear anything from your office about this, all the contact # indicated in the report form was uncontactable (851-3011 / 832-2939). We just PM ur facebook page but all we received was non-sense same answers. How can be like that, where we, as your passengers, we pay right but we dont received the proper service that we deserved. From the next day Dec.25 onwards we keep on reaching your office and contact # but, it’s useless. Until Dec. 31 to be exact at 3:30am, we got our luggage delivered to our house, but it’s already after 7 DAYS. We even pay the excess baggage fee but we only get trouble/stress in return being delayed/missing our luggage. We got some events and gatherings that we need to attend to that we were not able to fulfill because of our missing luggage. Some of our gifts also was inside and we have some fresh goods over there that was damaged and spoilt due to the 7days delayed.
We want to hear your side now, and we want to appeal for the damaged that you’ve all caused us. Until now, we dont hear anything from you.
Now, we feel unsafe travelling w/ you knowing that our baggage will be missing/delayed anytime. We as OFW work hard for our family, so all the things whatever inside our luggage is valuable to us. This incident is so unaccepatble. We choose your airlines because we trusted you, but you disappoint us.
PAL…….Customer service is non-existent. My baggage was delayed and to get in touch with anyone was totally impossible. They rarely answer the phone and when they do, they have no clue on how to answer your question. They never call back. I got my bag after 5 days and after much haggling on the amount they offered for my inconvenience, I am still waiting for payment. This happened on Oct 21, 2016. I was so stressed out my BP, which I have not had before, shot up and I had to go for tests and doctor’s visits. So I now have to start taking pills for BP. How sad is that?
And now, I am still waiting to be paid. All the lab tests and doctor’s bills I have to absorb.
August 2, flight PR152 from Cebu to LAX. Plane was late getting to Cebu from Manila. Arrived at LAX and I had missed my American Airlines connecting flight to DEN. Was routed through Minneapolis-St. Paul then to Denver on Delta, arriving about 8:30. If I had waited for the next American Airlines flight I would not have arrived in Denver until afternoon. The plane from Cebu was an Airbus. The ‘climate control’ on that plane was horrible – the overhead did not have the little air nozzles, the flight crew controlled the temperature and it was very hot – didn’t seem like any air was moving at all. I was sick for the next whole day, even though I drank lots and got up a lot to walk around and get cooler. Normally I sleep on the plane, couldn’t on this one – too hot! All that I did was sweat!
Sunday, July 31, 2016 at 10:00 PM Change in Flight
Philippine Airlines Flight Number: PR0668
From: Manila (MNL-Ninoy Aquino Intl.) Depart: 9:45 PM 10:00 PM (change)
To: Kuwait City (KWI-Kuwait Intl.) Arrive: 6:25 AM +1 day
Status: CONFIRMED Class: Coach
Equipment: Airbus A330 Jet
OK this was supposed to be a non-stop flight. Wonder why it stopped in Dubai. I assume to clean and and put fuel? However, this was not indicated on Itinerary. It doesnt mention of any stops from Manila to Kuwait. A more clarity and transparency must be given to passengers to avoid such sudden diversions and stops.