[egardina]

A warning to those that plan on flying with Philippine Airlines (PAL); I hope that this assists someone in the future (or ideally someone that can help to improve PAL's customer service efforts).

Reservation/Check-In Process:

We had originally booked our three itineraries via Expedia, and I was informed via email (from Expedia) that PAL had preemptively changed my MNL-CEB flight to a flight departing 2 hours later; while my wife and son remained on the originally scheduled flight.

In a comment below, I'll link to a video recording of Philippine Airlines' over-the-phone confirmation of my family's three flight changes. This conversation/confirmation was received about two hours in to a 3.5-4 hour communication ordeal with PAL.

Sadly, while we thought that everything was settled and confirmed (PAL graciously changed out flight to leave 24 hours earlier, at no additional cost), particularly after receiving email confirmation of the said changes.

≈23 hours prior to our departure we attempted to check-in online and were denied. PAL's website stated to call them as there was an issue with the reservation. We called; and initially received an agent that stated that we'd missed the check in window (she stated that the check-in window was the 24-hour period *prior* to the 24-hours before departure)--we spent another 30-60 minutes cleaning up that discrepancy with a supervisor.

After escalating the issue, we were assured that we'd simply need to show up at the SFO check-in desk to check in and be on our way. The following day, I authorized a $20/seat charge to allow for three adjoining seats farther forward in the plane from SFO-MNL (for fear of the need to gate-check should the overhead bins become full, and for faster egress upon landing).

Our flight was scheduled to depart at 9:30PM PST, we arrived at SFO a little before 5PM PST to ensure that we gave ourselves enough time. We spent ≈3 hours at the SFO check-in counter as Ms. Aileen M. (SFO PR; who I credit with saving our trip) had to call PAL's own reservation line to get us on the flight and into the seats I had paid an additional $60 for.

Mind you we had ≈300 pounds of checked luggage (bringing used goods back to donate to the Daanbantayan province in the Philippines, along with 3 carry-ons for our personal goods, and a toddler in-tow.

Thankfully, we we were able to get to and from the Philippines safely (and comfortably while in-flight), but if PAL (the Philippine's own National Airline) can't seem to have it's own reservation agents confirm and complete a reservation (after the customer pays three additional fees to reserve premium seating) and it's airport check-in agents express frustration that "they [the phone reservation staff] did it again;" it does not bode well, and all but eliminates any future business from me.

Unfortunately for me, my company is in the midst of launching a call center with a vendor in Manila--due to expense, I will have little choice but to book PAL for myself and other team members while traveling to Manila for training.


Damaged Baggage / Lost Items:

With regard to the baggage, there was damage to a zipper pocket. The bag was checked in at CEB with a weight of 21-22 kilos. The main compartment, holding the majority of our goods, remained closed and locked; and it should be said that all luggage locks and cable ties (which I use to see if a pocket was opened in transit) remained secured.

[egardina]

https://youtu.be/01o2abIuzmQ

It's been ten days since the conclusion of my trip. Here's the short version (sans the damaged baggage):

1. My flight was rescheduled without notification from PAL (my wife and toddler's tickets were unchanged.

2. Over 3 hrs on the phone & I was finally able to bump our flight forward by 24-hours (greatly appreciated).

3. Received verbal & email communication, stating that the 3 tickets were confirmed; here's proof: https://youtu.be/01o2abIuzmQ.

4. PAID PAL AN ADDITIONAL $20/SEAT ON THE FLIGHT THAT WE APPARENTLY DIDN'T HAVE SEATS ON.

5. Checkin-in at SFO took 3+ hours (with 6 balikbayan boxes, 3 carry-ons, and a restless 3 y.o. in tow). Ms. Aileen M. (SFO PR; absolutely fantastic, I credit her with saving our trip), had to call PAL reservations to fix the mess left by the phone agent not taking a few more minutes to reissue our tickets when our itineraries changed.