I am Christian Agius, first time travelling experience with Philippine Airlines. Unfortunately, we did not start on a good note, and I hope that we can resolve matters in a good way so that I can still continue to consider Philippine Airlines in the future.
My booking reference was CQBUVZ. My flight was DXB-MNL, MNL-MEL.
My original booking was with the following flight details:
- DXB-MNL 02JAN 05:25AM arriving 02JAN 18:40PM
- MNL-MEL 02JAN 21:10PM arriving 03JAN 08:30AM
The first flight was changed and was going to arrive in Manila in 03JAN, hence I had to change my booking.
My second booking had the following flight details:
- DXB-MNL 03JAN 19:45PM arriving 04JAN 08:20AM
- MNL-MEL 04JAN 21:10PM arriving 05JAN 08:30AM
I made sure the booking was right, and on the day the system didn't allow me to check-in online, hence I contacted myPAL chat in order to check what's the issue. The operator on the chat confirmed that all is okay, and I should not worry. It will be resolved at the check-in desk is what he said.
On the 3rd of January I arrived at the airport at 17:15PM, 2 and half hours before the flight because I was notified that the flight moved to 19:10PM and my information and e-mail updates still showed 19:45PM. Once I arrived there, the check-in officer informed me that there is an issue with the booking. She said that whilst the booking is confirmed and I do have a seat available, the ticket was not issued by the reservation team. I asked whether she can help me, but she asked for approval from the supervisor on the flight PR659 of JAN03. He was very arrogant I must say, and he did not let her help me and call the reservation desk, but he told me, to go and call them myself and sort it out myself. He said "It's not my problem, the reservations messed it, and they have to solve it. As it is I cannot allow you on the plane". Anyways, I tried from the airport to log into the myPAL chat again to see what's wrong, and they only managed to resolve the matter at 18:15PM, which was too late because the supervisor closed the gate at 18:10PM. I tried to ask for special treatment and be allowed to board, but he was again arrogant and didn't want to do an exception. Instead he preferred to group up the team and shout at them infront of everyone in the hall in an unprofessional way, to let them know that he wants to give them a warning for asking too many questions!
In the meantime, since he did not want to help me even to sort out alternative routes, I had no option but to return back to my hotel and deal with the myPAL chat support again. I stood up late until 1AM to get a final confirmation that I will be allowed to shift my trip to JAN05, arriving in Melbourne on JAN07. Whilst I appreciate that I was given a business class ticket on the first flight, since economy class was full, that does not really meet my rights as in reality I did nothing wrong throughout this event. According to the Convention for the Unification of Certain Rules of International Carriage by Air Montreal Philippines makes part of it, hence I am covered.
It would be good to mention that on my arrival in Melbourne, my luggage was severely damaged but the Philippine Airlines representative in Melbourne provided me with a voucher to exchange it at a local store in Melbourne.
Could you kindly let me know what compensation you are willing to offer for a 3 day delay against original time-frames?
I am sure you can access all myPAL chats for history and verification purposes of the truth, but in any case you don't I do have a copy of the majority of them.
Best Regards,
Christian Joseph Agius
ID: 069088M
Nationality: Maltese
Mobile: +356 79250615
Email:
[email protected]
