[Kirsty]

I recently went on a once in a life time trip to Palawan. When we checked in at Manchester Airport we were advised that our luggage would be transferred all the way to Puerto Princessa and that we didn't need to check them in again.

When we arrived at Puerto Princessa, however, our luggage was not on the carousel.

There was medication in the suitcase that I needed as I have a chronic illness. I tried to explain this to you via social media and the response was, that you would get the issue resolved for us. No one replied with the solution.

Thankfully I had a friend in the UK speaking to your advisors over the telephone, but he was told different things each time he spoke to you. This caused a lot of distress to my friend and I. When we contacted Philippine Airlines they told us that they knew where our bags were and kept promising to send them, we had our hopes up twice only to be met by disappointment and frustration. Your airline told my friend at one point that they knew where the bags were and even gave him the references. This was later denied by another member of staff.

You eventually stated to my friend that PA was responsible for resolving our issue as the final carrier, even though it was your airline that made the mistake! Only one member of your staff was certain they knew where the bags were and this differed to where PA thought the bags were.

Eventually the issue was resolved by Philippine Airlines who told us that you had set up various very difficult hoops for us to jump through. A week later they sent us an email asking us to sign various documents that you wanted us to sign and send back. We had no access to a printer and a very weak internet connection. In the end I had to forward the email to my friend (after waiting several hours in order to get a good enough signal) and get him to PP sign for us.

The luggage arrived one week late. I spent most of that week laying in bed unwell. A week that I cannot get back! Due to having a poor signal I had to text my friend in the UK, I also had to ring PA. I now have a bill of £88 on top of the money we lost for the first week.

I would not like to think what would have happened if I didn't have a friend that was willing to stay up all night in order to help us.

I received no solution and no apology from you and I have given you chance. This is not how I expect a top airline to deal with anyone, let alone a customer with a disability.

I ask that you kindly pay for the phone costs that I incurred and also ask for compensation for the first week that we lost. I would very much like not to have to take this further.