Philippine Airlines (PAL)

Headquarters: PNB Financial Center, Macapagal Blvd, Pasay, Luzon Philippines 01330

011 63 2 855 8888

Website

3.05,817 reviews

Legroom

Seat comfort

In-flight entertainment (WiFi, TV, films)

Onboard Experience

Customer service

Value for money

Cleanliness

Check-in and boarding

Food and beverage

About Philippine Airlines (PAL)

Airline Summary

Philippine Airlines (PR) is the flag carrier of the country of the Philippines. With its subsidiary PAL Express (2P), the airline flies to about 75 destinations within the Philippines, as well as points elsewhere in Asia, and in Australia, the South Pacific, the Middle East, Europe and North America. The airline's primary hub is located at Ninoy Aquino International Airport (MNL) in Manila and its secondary hub is at Mactan-Cebu International Airport (CEB) in Cebu. Its fleet consists of two-class (First Class and Economy Class) and three-class (First Class, Business Class and Economy Class) cabins. PAL Express features one-cabin (Economy Class) and two-cabin (Premium Economy Class and Economy Class) configurations.

3.0

5,817

Excellent

1,101

Very good

1,473

Average

936

Poor

586

Terrible

1,724

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Global64326372436

1 contribution

KUDOS to Joshua!

Los Angeles - ManilaInternational

KUDOS! to Joshua located at PAL check in at LAX ticket/cashier for great customer service. my mom is having a hard time walking and she is using a cane, and he help us with smooth transition to request transport for both my mom and dad to be in a transportwheelchair..

Date of travel: January 2025

Written January 15, 2025

This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.

Sean David Whiting

Bermuda

1 contribution

Lack of Transparency and Accountability

Manila - New York CityInternational

I recently flew with Philippine Airlines on PR 126 (MNL to JFK) on January 16, 2025, and participated in the myPAL Upgrade bidding process. Despite placing the maximum bid for a Business Class upgrade, my bid was "not selected," and I was given no opportunity to bid higher—a sharp contrast to my previous experience. Throughout this process, I contacted Philippine Airlines multiple times via email (case #01629102), social media, and even in person at the Makati branch. While staff at the branch admitted errors in processing my bid, no resolution was offered. To make matters worse, there were five Business Class seats blocked that remained unavailable, with no clear explanation about their status. This isn’t just about the upgrade anymore—it’s about transparency and fairness in customer service. As a loyal customer, I felt ignored and dismissed despite making every effort to resolve the issue privately and professionally. I hope Philippine Airlines takes this feedback seriously and improves how they handle upgrade bids and customer concerns in the future. Unfortunately, this experience has left me reluctant to recommend them, especially for passengers expecting reliable service.

Date of travel: January 2025

Legroom

Seat comfort

In-flight Entertainment

Customer service

Value for money

Cleanliness

Check-in and boarding

Food and Beverage

Written January 15, 2025

This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.

Eko1228

Wolli Creek, Australia

38 contributions

Avoid connecting flights in Manila

Singapore - SydneyInternational

PS: I’m not sure if this procedure is required by Ninoy Aquino International Airport (NAIA) or Philippine Airlines. According to the staff, it’s an Australian requirement to open checked luggage for connecting flights but I doubt this, as I’ve taken other connecting flights before and never had to claim my checked luggage for inspection and swabbing, then check it in again. This was my first time doing a connecting flight from Singapore to Manila, then on to Sydney via Philippine Airlines. Upon arriving at NAIA Terminal 2, we were told to claim our luggage, open it for inspection, and undergo a swab test. We went to the baggage area, but the luggage wasn’t ready yet, so we were asked to return later. This caused unnecessary stress, as we had to keep worrying about our bags. After 30 minutes, I went back to claim my luggage and was asked to open it in front of several staff members who saw my luggage passcode. This was the first time I’ve experienced having to claim luggage during a connecting flight and it only happened in the Philippines. I also noticed other passengers, including foreigners, were surprised by the process. This procedure doesn’t seem safe. It increases the risk of lost luggage and potential security issues, especially when staff see your luggage passcode. Considering the past reports of the “tanim bala” (planted bullet scam) at NAIA. I hope the NAIA reviews and improves this process to ensure better security and convenience for travelers.

Date of travel: January 2025

Legroom

Seat comfort

In-flight Entertainment

Customer service

Value for money

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Check-in and boarding

Food and Beverage

Written January 14, 2025

This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.

Philippine Airlines

Hi, Eko. Thank you for sharing your experience regarding the baggage inspection process during your recent connecting flight with us. We apologize for the inconvenience and stress this procedure caused you. This process is in place to comply with specific transit and security requirements, which may vary depending on the destination and regulatory standards. However, we recognize your concerns about its implementation and the impact on your travel experience. Your feedback regarding the challenges you have mentioned has been duly noted for future consideration and review. We will also work closely with our airport partners to explore enhancements in the procedure to ensure a more seamless and secure experience for all passengers. Thank you for bringing this to our attention, as it helps us identify areas for enhancement.

Written January 15, 2025

This response is the subjective opinion of the management representative and not of Tripadvisor LLC.

Astie2010

Allen, Texas

35 contributions

Worst airline ever experienced

Manila - TokyoNorth Asia

This is the second time I had the displeasure of flying Philippine Airlines. They started code sharing flights with American Airlines and this partnership only makes AA look bad. PAL is inefficient, inconsistent, and team members lack customer service. They charge for excess baggage blaming the connecting airline, which in this case was American Airlines, citing that AA is charging me for excess baggage, which is ludicrous because my status on AA allows me 3 checked in luggages per passenger at 70 lbs each. I was traveling with my daughter and we only had 3 luggage’s to check in, all under 50 lbs. They would not check us in, or give us boarding passes, until we stood in a separate line and paid $100. What a scam! I asked if I was paying American or PAL and they said I was being charged by AA because the 3 luggages were within their free limits. I agreed to pay because I had intentions of just submitting a simple dispute that American would have easily and quickly reimbursed. But after paying, all of the receipts show that my baggage fees were paid to PAL. I discussed it with the cashier and the check-in agent. Both said that PAL didn’t charge me because they allow 2 checked in luggage’s per person and I had less than that. The charges and the receipt were handwritten - no official invoice that was computer generated to back up their claims that AA was charging me. I am also supposed to have PAL lounge access with AA Platinum Pro status but was told that it didn’t apply. They gave me access two months ago in November because of the AA Platinum Pro status but two months later, they say it doesn’t qualify. I honestly don’t think they know what they’re doing or fully understand the partnership with AA. All I can say is that I have never experienced an airline, international or domestic in the US as inefficient, inconsistent, and uninformed as PAL and its team members. I truly hope their pilots are more qualified in their jobs than the ground staff. I had never flown PAL before and will avoid them at all costs moving forward. I think they’re probably equivalent to a bargain airline like Spirit in the US - which just went bankrupt. I would not recommend this airline to anyone for leisure or business travel.

Date of travel: January 2025

Written January 13, 2025

This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.

Philippine Airlines

Hi, Astie. Thank you for sharing your recent experience with us. We sincerely apologize for the inconvenience and frustration you encountered during your journey. Your concerns regarding the baggage fees, code-sharing policies, and lounge access are important to us. We deeply regret the miscommunication or inconsistency that may have occurred, and we recognize how such situations can greatly affect your travel experience. We would like to conduct an investigation regarding this matter. Please send us your booking details and ticket number via direct message through any of our official social media channels below and we will be ready to help out. Instagram: @flyPAL X (previously Twitter): @flyPAL We value your feedback as an opportunity to improve and hope to restore your confidence in our services. Thank you for bringing this to our attention, Astie.

Written January 15, 2025

This response is the subjective opinion of the management representative and not of Tripadvisor LLC.

Aa3030

2 contributions

Waiting waiting waiting

Los Angeles - ManilaInternational

10pm flight Now 1:18am Still waiting estimated boarding time 2am 🙄 They gave us snacks to make up for the wait…………………..

Date of travel: January 2025

Written January 13, 2025

This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.

Philippine Airlines

Hi there. We are sorry to keep you waiting. We recognize that your travel plans could be affected by any flight delay and we thank you for raising this matter to us. Our airport partners will be ready to help you out if you require immediate assistance. You have our assurance that we are constantly enhancing our products and services to minimize similar situations from happening again. Thank you.

Written January 15, 2025

This response is the subjective opinion of the management representative and not of Tripadvisor LLC.

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