Philippine Airlines - Delayed domestic flight of over 5 hours due to lack of aircraft casuesd us to meet our connecting flight to thU.S.
10 June 2017. Waiting for our PAL Express flight from Calbayog City to Manila with a 4 hour plus window for connecting flight to the U.S.
Our flight was delayed from a 6:15 AM arrival to it landing at 10:40 AM. No reason was given for the delay and in talking to others, this route has a 80% chance of being delayed or cancelled. We arrived in the baggage claim area at 12 noon and our connecting flight departed at 12:20. There was no way we could get from terminal to terminal 1 in that time.
We missed our flight and had to wait till the next day as we were lucky there was a few seats left. But the other airline charged us fees for this change. When told that if PAL Express would provide a updated itinerary and a form that stated why the flight was delayed. The other airline would have refunded part of the fees as we had no control of the situation.
PAL Express failed to respond or provide this information over the past 3 weeks plus. Finally told that the aircraft was delayed because it was used in another route. That PAL Express was short aircraft. This is not a one time situation.
It has been a problem for over a year and both my wife and I have had this happen to us 4 times.
PAL Express has ZERO customer services skills to handle simple requests, the representatives do not have the authority to make decisions while talking to you. When sent to another person, the phone call is dropped.
Product or Service Mentioned: Philippine Airlines Customer Care.
Reason of review: Poor customer service.
I liked: Easy to use.