Dear Mortz,
Good morning from sunny London.
The main purpose of my letter to you is to
ventilate my frustration on how the Philippines Airline messed up our (four
passengers)international and domestic connection flight schedule on the 5th
and 6th of April 2014, respectively.
I bookedfrom our travel agent based in the
United Kingdom our London to Manila flight and received a confirmation
electronic ticket record on the 14th of October 2013.
The flight details are;
Departure from London Heathrow Airport: 17:15
Arrival to Manila Ninoy Aquino (Centennial)
Terminal 2: 13:50
On the 15th of November 2013, I
received an itinerary confirmation for the domestic flight that I booked directly
from the PAL for four of us. I have booked all our domestic flights from PAL
due to the convenience of few legs of our travel since we are using PAL on our
international flight.
Departure from Manila Terminal 3: 18:30
Arrival to Puerto Princesa: 19:50
Literally, we have four hours and 40
minutes of dilly dally at the vicinity of PAL airport.
But, unfortunately due to “operation
requirement” PAL had changed our international flight and domestic flight hour
that lead us with 1.35 minutes to connect our domestic flight.
 |
| SORRY COUPLE: Hazel and hubby. |
This international flight changes has been
relayed to me by my agent in Manila in the afternoon of 30th of
March as I came from a honeymoon.
I freaked out knowing that both our flight schedules
will be affected. I called back our travel agent but, she informed me that they
cannot help me because it was the airline itself that changed the schedule.
I then called the 24 hours. Customer
Service of PAL, but to no avail their line was dead.
The following day which was bloody Monday for me because I had my company and clients month end and year-end
financial reporting. I was on the phone
for an hour just trying to reach and talk sensibly to the customer service to
sort out what was the best option for us since they messed up our schedule.
Note: my long distance call was more costly than my domestic flight and I was
wasting my company resources.
My golly, they want us to follow their
schedule. Really?.. Do they think I will still trust the efficiency of their
other flight schedules? To think PAL ripped off our flight schedules.
I was on my third day of negotiation with
them, just to compromise and get the best solution out of the mess.
I made a suggestion to let us get that
flight to Puerto Princesa by not having us check in luggage from international
flight , hand luggage nalang para hindi ma delay ang transfer sa domestic flight but, they did acquiesce on
it.
Mortz, I have been
working and moulded in a corporate environment where we have to deliver what we
have promised to our customer, bahala ng
malugi kami just to save our reputation, the credibility to compete
globally, to keep our existing clients
and winning some more new clients.
Does Philippines Airline have the temerity
to embrace this value? I doubted after they treated us like heaps.
Ang PAL nagbenta ng flights na nakabalandra
sa website nila at may mga foreign agents involved, then binilang costumer
that will suits to their schedule. This
should be observed and respected. Pero, iba ang nangyayari, kami na customers
ang umiikot sa palpak na business world ng PAL.
When PAL introduced back their flight in the
United Kingdom in November 2013, it does
not even have a local costumer service
contact number. Duh!
Can PAL really compete globally?
Best
Regards,
HAZEL CARUMBA
P.S. Whilst finishing my message to you, I
was interrupted by the airline’s Manila customer service informing me that we
are going to refund our domestic flight so that we can book to another airline.
My goodness, kinuha ko nga ang flight nila na 18:30 dahil sila lang ang may
ganoong late flight.
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