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Business Profile

Airlines

Philippine Airlines Office

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Philippine Airlines Office's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Philippine Airlines Office has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Philippine Airlines Office

      PO Box 32313 RPO YVR Terminal Richmond, BC V7B 1W2

    • Philippine Airlines Office

      201 4840 Miller Rd Richmond, BC V7B 1K7

    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    • Initial Complaint

      Date:11/06/2024

      Type:Product Issues
      Status:
      Unresolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had chats on multiple instances with PALs FB messenger agents regarding baggage allowance. They said that we had 1 piece each allowed as Air Canadas policy is followed. I have a status pass from AC which allows each passenger 3 pieces. They would not honor this even if they said that ACs policy is the one being followed. As we are a total of 5 passengers, I purchased 3 extra pieces of baggage online as we were bringing 8 baggages. Upon checking in at the airport, the counter staff informed me that we are allowed 10 pieces of baggage and I did not have to purchase extra. They said that PAL never had 1 piece allowance. It is always 2 per passenger. So we checked in the 8 pieces of baggage as well as our 2 carry-ons. I had the hassle of purchasing online when I did not even have to! They gave me a business card with an email address to reach out to for refund. I asked why are they stating conflicting statements and they said I should have called the hotline number and not chatted on FB messenger. I then thought whatever platform I reach out to, policies should be the same and agents should be knowledgeable about them. Because of the confusing baggage policies that PAL has been telling me, I had to check in again at *********** when we would usually just pick up the bags and drop them. At ***********, Air Canada check-in at the counter went smoothly and no extra charges were taken as we were allowed 3 pieces of baggage each based on ACs status pass benefits.I reached out to PAL online for a refund request of the $450 baggage fee but they did not ***** ****** conflicting thing here is PAL has 2 pieces of baggage allowance but because we took Air Canada for our first flight, they then follow ACs baggage policy. Because of our status pass, AC *****ed us 3 pieces each so if PAL will follow ACs policy, then we should be allowed 3 each. If they dont want to ***** that, then they should give their 2-pc allowance then. I hope to receive the refund soon. Thank you.

      Business Response

      Date: 05/07/2024

      Dear All, 

      To properly investigate the complaint, may we request for the copy of passenger's tickets and or other documents of the passenger related to this claim.

      Thank you. 

      Customer Answer

      Date: 10/07/2024

       
      Complaint: 21824999

      I am sending the documents requested by PAL.

      Sincerely,

      ***********************

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