[Maarten]

My complaint concerns the lack of customer service at Philippine Airlines. The front-line staff are excellent: polite, helpful, and hard-working. It is management that has actually cut service to the passenger. It used to be a simple matter to order a special meal online while booking the flight or later, but the bosses have changed that. Now you have to jump through hoops. In fact, I was unable to order a special meal twice: Tokyo to Cebu and Cebu to Tokyo.

So I wrote to the airline. I guess PH doesn't get any complaints, because they don't accept them. Here's what I wrote and they didn't read.

Dear Tokyo Representative,
I'm writing to you because Philippine Airlines seems not to receive email and the contact form doesn't work. (It says "Field required", but there is no way to enter anything in that field.)

I am vegetarian. Your airline has made it very difficult to arrange special meals. It used to be very easy: just select from a menu when booking the flight online. Clearly, the managers at PH have decided to do this. It is the opposite of customer service. Please rectify the situation.

I'm visiting the Philippines next winter. If this impediment has not been removed, I'll fly with another airline.

The details of my recent return flight TYO-CEB-TYO are attached to this email.
Yours sincerely,
Maarten

P.S. Oh yes, this isn't customer care either:
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