Complaint Review: Philippine Airlines PAL

First off, I am a Mabuhay Miles Premier Elite member of this airline. Next level is million mile club. I fly many times each year from the US to philippines and other parts of Asia using this airline.

If this is how they treat me, one of their best customers. Ask yourself how will they deal with you?


I have sent many emails and calls to Philippine airlines. Most of my messages are ignored. If you have to fly to the Philippines use another airline.


I had purchased this eticket #0792427682172 for USD897.20 on July 25, 2007 using my Bank of America VISA Debt card. A few weeks after my purchase, Bank of America had notified me my Credit card number had been "compromised" / Stolen by hackers. My Bank told to destroy my card and I would be issued a new VISA card with new numbers but that the eticket purchase was authorized and had been accepted by PAL airlines.


When I arrived on the day of my flight at the check in counter. I was told I needed to show my purchasing credit card, I no longer had it because my bank told me to destroy it. After more argument/hassle than I can explain here in words; I dealt directly with the SFO check in Manager, in the end I was forced to buy a new eticket#0792427826975 at the counter for USD 1462.70.


I then asked if I could request a refund for my original eticket #0792427682172, I was told NO by the MANAGER because VISA cards are not charged until after actual check in and card verification in person so "how could PAL refund me if they never got any money" was his response.


He also said he had no power to make any decisions, all decisions are made in Manila. Why have a Manager if he has no power to do anything?


I have contacted my Bank, Bank of America. They tell me my credit card was charged and PAL has the money already back in July on the purchase day.


So basically I have spent USD $897.20 + $1462.70 = $2359.90 Total.
$1,462.70 More than I should have!


PAL online ticket purchasing is terrible and customer service need to be improved. Please Address this issue immediately and offer a resolution.


Also I had tried to use my upgrade certificates, I had never received my originals but was emailed my numbers (see email below). The SFO manager said sorry, without actual tickets in hand or written approval from PAL in manila he couldn?t help me. So I couldn?t use my upgrades even though seats were available. Your Manager in SFO said "I can only follow procedures not make decisions". Why email me the numbers then if I can?t use them?


(note) I have given up waiting for assistance from PAL airlines, I am ignored in my calls and emails. I have filed a claim for loss through my Bank and VISA against PAL airlines for their inability to find a resolution.



I FINALLY GET A REPLY AND THEY LIE TO ME!



-----Original Message-----
From: Philippine_Airlines_Inc./SALES/PAL%PAL@pal.com.ph [mailto:Philippine_Airlines_Inc./SALES/PAL%PAL@pal.com.ph] On Behalf Of OnlineBooking@pal.com.ph
Sent: Tuesday, October 23, 2007 8:00 PM
To:
Subject: Re: FW: eticket credit card problem

Dear Sir,

For your ticket 0792427682172 it has already been refunded back in to your account. Kindly check your credit card billing statement.

Thank you.

Joyce
PHILIPPINE AIRLINES
website: philippineairlines.com



Joyce, It is now over a month later and I have still not gotten a refund for this transaction ticket 0792427682172 as you have said i did!

Joyce? Joyce who? See how they never give last names to cover themselves from their lies.

Why will you lie to me? Why will I not get a real answer, refund or apoligy?

I had tired from the very beginning and asked for a refund directly from pal and been refused. Why will you steal my money?

Pal airlines is fighting my banks charge back to my credit card saying I did fly using this eticket (LIES). It is easliy verified I did not use this ticket since i had to buy another ticket at the gate!


PAL will do anything to avoid refunding any money EVEN LIE. The employees are sheeple with no decision making ability and refuse to give me the Managers "Decision makers" name and number to get a resolution to this issue.

Raident
San Jose, California
U.S.A.