Complaint Review: Philippine Airlines PAL - Internet Internet

It took me 3 follow ups and finally received an email after 7 weeks. PAl must have tons of complaints.

The cabin crew do not really care when you are seated on the economy class cabin. No service at all. They do not give a damm. I feel bad for the people at We Care with all the endless complaint.

PAL is so cheap that after the crew spilled coke on me, PAL will not even reimburse me for the dry cleaning bill. Absolutely a third class airline.

Hi Raizza,

It is very obvious you have not read my August 23 email.

If you carefully read my email dated 8/23 (I will cut and paste for you) this complaint was never about upgrading to a business class. I am not a cheap person and who will take advantage of this incident so that I can fly business class. I have flown business class and first class myself from another world class airline (not PAL).

Pulled from 8/23 email and acknowledge by Gian Carlo Layag (Jr. CMO)...

The in-flight crew manager could have acted a number of solutions but not limited to one: 1) change my seat cover, 2) cover the wet area with a plastic over a blanket

3) offered dry cleaning vouchers 4) offered seat transfer to same class or

upgrade on last resort. There were no other solutions given to me that

made me very upset.

Your crew accidentally spilled drink on me. There was no absolutely no turbulance. By the way the crew was a "she" and not a "he". My seat was wet so I do not need a wet towel again. What are you talking about? I will say to you again, it is very obvious you have not read my August 23 email.

How can you help me when it's obvious you have no clue what you are talking about.

I guess I am dealing with a Third world airline and a undertrained staff. Plus an airline who is so dirt cheap that cannot even afford to at least reimburse my dry cleaning bill. One word "NO SERVICE".

JD

-----Original Message-----

From: Customer Relations [ mailto:[email protected] ]

Sent: Saturday, October 10, 2009 10:29 AM

To: XXXXXXX

Subject: Letter from PAL

MNL/CPN/280809/29715

MR. XXXX

Dear Mr. XX,

This is further to our acknowledgement email. Thank you for your patience in awaiting our reply.

On behalf of Philippine Airlines, may we reiterate our sincerest apologies for the inconvenience and the disappointment you may have felt as a result of your reported experience.

We are sorry to learn that our cabin crew, accidentally spilled beverage on you and on your seat during meal service. The subject crew offered her apologies and provided you with a wet and dry towel. Please allow us to explain that our crew could not upgrade you to our Business Class service as they have no authority to do so. We could only hope to gain your understanding that accidents are inevitable most especially during occurrences of turbulence or occasional banking of the aircraft due to clear air turbulence.

You will appreciate to know that as a matter of procedure when there are reports of service lapses regarding the attitude of our men and women in the cabin, our Line Administrator assigned to the concerned flight attendant conducts a series of counseling to discuss the full circumstances of the apparent service lapse. Although the spillage was unintentional, may we assure you that the subject crew has been reminded to take extra care whenever he is carrying any liquid as to avoid such incidents. We certainly do not intend to offer any excuses regarding this concern, but rather, the assurance that your feedback merits our most preferential attention.

Mr. Dy, again, our regrets for this unfortunate incident as we leave you with the assurance of our total commitment to your safety, comfort and overall well-being whenever you fly with Philippine Airlines.

Very truly yours,

RAIZZA DUTERTE

Customer Management Officer

Customer Relations

Re: Care Form for XXXXX

Flight: PR106 Seat#38C Flight Date: August 23, 2009 - Manila to Vancouver

To: PAL Customer Care

cc: PAL Vancouver Customer Service (fax number 604-276-6018).

About 1 hour after take off, one of your Cabin crew member accidentally spilled coke on my seat. This incident happen when the coke fell off the cart that is beside me. The coke can land on my back and spilled liquids on to the seat. I have saved my clothes with the coke stains as proof of evidence. The passengers behind me, with seat numbers 39A and 39C witnessed the whole incident.

I have asked your crew member for a seat transfer because there is another

10.5 hours before arriving to Vancouver . My request was denied immediately because the flight was full.

I am formally lodging a complaint to PAL due to the poor customer service experience during this flight. The cabin crew and the in-flight manager apologize but did not offer other solutions. I was only given a blanket to

cover the wet area. I even have to ask for a second blanket for a

replacement and was ask to wait because the crew was busy collecting the other passengers food tray.

I have consulted with a number of insiders who works in your service industry. They were all shocked about my story . The in-flight crew manager could have acted a number of solutions but not limited to one: 1) change my seat cover, 2) cover the wet area with a plastic over a blanket

3) offered dry cleaning vouchers 4) offered seat transfer to same class or

upgrade on last resort. There w ere no other solutions given to me that

made me very upset. I am sure if I am seated on your business or first class cabin it would have a different outcome.

Since PAL flies direct from Vancouver to Manila , my 3 children and my wife fly PAL annually to visit the grandparent in Manila . After this incident and as a full paying passenger, I may have to think twice using PAL for future travel.