My wife's "non-stop" flight on August 8, 2017 from SFO to MNL was late arriving in SFO by an hour and then diverted to Japan for an unscheduled stop and refueling, then arrived in Manila 3 hours late, causing my wife to miss her connecting flight. The plane personnel promised passengers they would arrange for new connecting flights when they arrived in Manila. But when she went to the Philippine Airlines ticket counter, the employees refused any kind of help. I spent 5 hours on the phone trying to resolve this with PAL and got nothing but frustration from their customer service department. Cebu Pacific was just as uncooperative and charged my wife full fair for another connecting flight, so she paid twice for one flight. Philippine Airlines has refused to compensate my wife for the connecting flight or give her a partial refund of her "non-stop" flight ticket. She could have made her connecting flight if the plane wasn't late to SFO to begin with.
Bottom line, the employees lie through their teeth to appease you, and once you are at the final destination, they refuse any help. To add insult to injury, they also charged my wife an additional $150 because her carry on suitcase was over 15 pounds. The suitcase weighed half of that, and the candy she brought for kids made up more than the rest of the "allowance". $150 because she was slightly over 15 pounds. The flight she took from SLC to SFO did not charge her any extra. AVOID PHILIPPINE AIRLINES.
