On August 18th, 2018 our flight departing out of Manila, Philippines to Vancouver, BC, Canada was delayed and caused us to miss our connecting flight departing out of San Francisco. We were upset that our flight was delayed, but were increasingly concerned about finding another flight to get us home in time for our reservations on an Alaskan cruise.
Luckily, the staff at Philippine Airlines found us a new connecting flight with United Airlines that would get us back to Vancouver, with enough time to still board our cruise. But when we were about to check in with United Airlines in San Francisco with our receipts and seat reservation, United Airline staff informed us that although our seats were obviously confirmed - they had not received payment from PAL and wouldn't be able to let us board the plane. At this time, it was 6 am in San Francisco, so there was no one available at the Philippine Airline desk to manage the error or misunderstanding. In our desperation to get home and avoid losing value on our cruise reservations, we had to purchase new tickets (again) at a premium price even though we had already purchased the tickets through Philippine Airlines when they re-booked our flights.
Through my travel agent, a complaint has been sent to Philippine Airlines with a refund request regarding the connecting ticket we had already purchased; we have not received a response.


Respectfully,

Virginia Thomson
324-8288 207A St. Langley, BC
V2Y 0L2
landline: 604 371 3340
Cell: 778 888 6947


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