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Flight Cancellation Nightmare


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liquido

I was a fan of PAL but not no more....Im sure some of you have received there cancellation notice of flight see below..Then PAL brags that there a 4 star airline.."Skytrax awards a 4-Star rating to Philippine Airlines"..

Look at choices to refund or changes below..Expect the hold time to be unbearable calling there number plus they do not have there own toll free number in this country but if you have skype or something similar you can call there USA toll free number for the all night hold..They also say you can go to there ticket office if open be in a que like cattle..Also if you want to use your mileage for a free ticket you must go to there office to redeem..No way of doing any of this online ..But local airlines here like AA and CP allows you options to do everything online...If your going to be considered a 4 star airline at least have some simple technology to conduct business with out the hassle..I have had cancellations with AA,CP,KAL and EVA during this crisis and was able to get a refund or put the funds into there respective travel account all with online service...Cabin fever venting

  Part of the email from PAL:

Quote

We sincerely apologize for any inconvenience this may cause you. You may opt to*:

Convert your ticket to a Travel Voucher valid for 1 year. For involuntary changes, the Travel Voucher will contain the unused value of your booking PLUS an additional 10% of the unused base fare.

Rebook to another flight

Reroute to another destination

Refund your booking

*Terms and conditions apply. 

For assistance,

Please call our Manila Hotline Number at (632) 8855 8888 or click on this link to view our directory for other areas. 

Visit any Philippine Airlines Ticket Office in your area. Click on this link to view our directory.

Please contact your travel agents directly if your booking was issued through them.

Please approach any of our ground staff if you are at the airport.

 

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HongKongPhooey

My thought is that the only rational choice is refund as soon as possible. The other choices leave you at their mercy and discretion.  Also, there is no guarantee they will even make it out of this event without declaring bankruptcy, in which case the other choices mean you get nothing.

The PAL website has always sucked.  I think they just figured “screw it, call center staff are cheaper than programmers”.

Edited by HongKongPhooey
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Cgu
6 hours ago, liquido said:

I was a fan of PAL but not no more....Im sure some of you have received there cancellation notice of flight see below..Then PAL brags that there a 4 star airline.."Skytrax awards a 4-Star rating to Philippine Airlines"..

Look at choices to refund or changes below..Expect the hold time to be unbearable calling there number plus they do not have there own toll free number in this country but if you have skype or something similar you can call there USA toll free number for the all night hold..They also say you can go to there ticket office if open be in a que like cattle..Also if you want to use your mileage for a free ticket you must go to there office to redeem..No way of doing any of this online ..But local airlines here like AA and CP allows you options to do everything online...If your going to be considered a 4 star airline at least have some simple technology to conduct business with out the hassle..I have had cancellations with AA,CP,KAL and EVA during this crisis and was able to get a refund or put the funds into there respective travel account all with online service...Cabin fever venting

  Part of the email from PAL:

We sincerely apologize for any inconvenience this may cause you. You may opt to*:

Convert your ticket to a Travel Voucher valid for 1 year. For involuntary changes, the Travel Voucher will contain the unused value of your booking PLUS an additional 10% of the unused base fare.

Rebook to another flight

Reroute to another destination

Refund your booking

*Terms and conditions apply. 

For assistance,

Please call our Manila Hotline Number at (632) 8855 8888 or click on this link to view our directory for other areas. 

Visit any Philippine Airlines Ticket Office in your area. Click on this link to view our directory.

Please contact your travel agents directly if your booking was issued through them.

Please approach any of our ground staff if you are at the airport.

 

You woukd have the same experiences with othet airlines. Even CX or even some flights with Emirates or Qatar do not allow online refund, specially if you have Philippines as departure/arrival. 

So bear it. Lots of airlines might not even have refund..only voucher etc.

People are happy as long as there is no problem...

HKPhooey is also correct, if airlines go bankrupt you can forget any refund,

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Kreole

One thing you can try to do is get a reverse payment if you paid by credit card.  You will need to go through the bank that issued you the credit card.  I did that before AirJuan went out of business.  I just had to show the email messages where AirJuan acknowledged they owed me the money as refund for their cancellation of flights.

Edited by Kreole
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Daddle

Call centers can be cheap to run. However I think the training required to operate the airline reservation system is significant. A million arcane rules. So ramping up capacity is a problem. However all those gate agents are now available, right? But how long does it take to install a new PI phone line? A year?

On top of that, we have heard one side of the phone calls from customers, right? The conversations are long and convoluted. Gotta yammer about the kids and in-laws and the time they flew to Singapore. Plus the special filipino talent of always answering the question with another question. Such a huge mess.

Pity the airlines don't all use some generic 21st century online reservation software...something slick like Amazon. Most flights could be One-Click. Refund would be one more Click. 

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Cgu
2 hours ago, Kreole said:

One thing you can try to do is get a reverse payment if you paid by credit card.  You will need to go through the bank that issued you the credit card.  I did that before AirJuan went out of business.  I just had to show the email messages where AirJuan acknowledged they owed me the money as refund for their cancellation of flights.

Never heard of that you can reverse once it is processed by the system, as you as a customer, agreed that you will be charged by the credit card automatically once the transaction is verifiec, but the merchant cannot be debited automatically. Unless you can prove there is fraud, but then the money comes from the credit card company. You have to go back to the merchant to reverse the payment. What you are describing is that the bank or credit card company is showing goodwill, but for a flight and not a fraud transaction? You must be lucky getting the money from the bank or credit card company

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rizla
29 minutes ago, Cgu said:

Never heard of that you can reverse once it is processed by the system, as you as a customer, agreed that you will be charged by the credit card automatically once the transaction is verifiec, but the merchant cannot be debited automatically. Unless you can prove there is fraud, but then the money comes from the credit card company. You have to go back to the merchant to reverse the payment. What you are describing is that the bank or credit card company is showing goodwill, but for a flight and not a fraud transaction? You must be lucky getting the money from the bank or credit card company

I am waiting for two refunds from Airasia, both are "pending" totalling over £1k, I paid by debit card, yesterday I went to my UK bank and asked their advice, they said there will be a delay from airlines due to the massive number of refunds being returned, however, if AirAsia does fold or go bankrupt, then the bank would refund my payment as my purchase was not completed and the airline defaulted.

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newtocebu

We are also waiting on refunds from cancelled Air Asia flights, however, our predicament is slightly different -

We booked our flights through an agent, and Air Asia stated that the agent will need to process a refund application on our behalf

Unfortunately, it looks very likely that the booking agent will go out of business as a result of everything thats going in right now (we cant contact them because their customer service centre in Manila is closed)

To make matters worse, we had to pay a fortune to return to Australia on another airline

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liquido

Well what do you know,,My post here must have went viral and PAl happened to see it..

"My PAL Request Hub"

Quote

To our valued passenger:

We at Philippine Airlines hope you are safe and well in these extraordinary times. We regret to inform you that all Philippine Airlines international and domestic flights are cancelled until April 30, 2020 due to the extension of the Luzon-wide Enhanced Community Quarantine Period by the Philippine Government. We plan to resume our operations by May 1, 2020, if the situation allows.

We sincerely apologize for the inconvenience this may have caused you. We also wish to assure you that your current tickets are safe and remain valid, and we’d like to share with you some updates if you have not yet made changes to your booking.

We have enhanced some of our policies to give you more flexibility due to the evolving COVID-19 situation, and uncertainties of travel:

More value for your ticket.
Receive 10% bonus when you convert your ticket to a Travel Voucher.

No need to worry.
Get maximum flexibility as we now allow unlimited rebooking.

Transact from home safely.
Log on to myPAL Request Hub to submit requests from the comfort and safety of your own home.

Contact your travel agent.
If your ticket was purchased through a travel agent, please contact your travel agent for any changes to your booking.

We will exert every effort to work for the eventual full restoration of our flights, despite the sheer magnitude of the COVID-19 crisis and its effects on global economies. Rest assured that your health and safety is always our first and most important concern.

Thank you for your understanding and continued support.

 

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rizla
45 minutes ago, newtocebu said:

We are also waiting on refunds from cancelled Air Asia flights, however, our predicament is slightly different -

We booked our flights through an agent, and Air Asia stated that the agent will need to process a refund application on our behalf

Unfortunately, it looks very likely that the booking agent will go out of business as a result of everything thats going in right now (we cant contact them because their customer service centre in Manila is closed)

To make matters worse, we had to pay a fortune to return to Australia on another airline

I too had to pay a massive price for my failed attempt to return to Cebu, neither the airline nor Visa will compensate me as I actually arrived in Mactan, the fact I was refused entry is "irrelevant" according to Visa. I will also have to pay a fortune to fly from the UK to Cebu when normality returns.

Have you contacted your Bank ref the payment to the travel agent? In the UK banks are sympathetic to these situations and they may well refund your payment, assuming you paid by card and not cash.

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seanm

Air Asia refunded my cancelled flight from mid February. 

It took like a month and half, but they refunded the money. 

Note: I booked directly through the AirAsia site.

Edited by seanm
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rizla

Just received. this email from AirAsia.

Quote

A message from Tony

When Kamarudin and I started AirAsia nearly 20 years ago, we had a dream of allowing everyone the opportunity to fly. Sadly, that opportunity has now been taken away from us for now. 

It’s an uncertain time. Never could I have imagined it, no one could have predicted it and yet everyone has been touched by it. So I want to be open and transparent with you in this time of uncertainty.

There’s no denying that our industry has been hit hard, and we are no exception. This is possibly the biggest challenge we have ever had to face. We have no revenue coming in, 96% of our fleet is grounded and we still have significant ongoing financial commitments such as fuel suppliers and leasing agents. 

We are doing everything possible to reduce costs during this time so we can come back fighting as fast as possible and continue to be the world’s best low cost carrier, enabling everyone the ability to fly with our great value and service. 

We are one of the few airlines world over who has kept all of our staff on. AirAsia is a family and there are tens of thousands of Allstars who depend on the business for their livelihoods and the wellbeing of their own families. Kamarudin and I will not be taking a salary during this period and Allstars from across the business have accepted temporary pay reductions of anywhere between 15-75%, depending on seniority, to share the impact this is having on our business. I thank them for their sacrifice and in keeping the big picture in mind as we navigate this together.

In spite of all these challenges, I want to assure you that AirAsia is strong and remains firmly focused on the future and serving you, our guests. I also want to express my heartfelt thanks and appreciation to all of you for your loyalty to AirAsia and I hope that you and your loved ones are healthy and well throughout this trying time. I’m truly sorry that many of your travel plans have been affected. Like all airlines, AirAsia had no choice but to cancel a large number of flights due to government restrictions in an effort to contain the spread of COVID-19. 

I know many of you have expressed frustration with not receiving a refund for your flights but I encourage you to accept a credit as a good alternative. More than 80 percent of you have accepted our credit offer and we truly appreciate this. Please know that our policy is in line with many operators in the travel industry and reflects our focus on coming out the other side of this difficult period and flying with you again as soon as possible. We have ensured that we adhere to all regulations and requirements of respective governments and consumer authorities and believe this is the best solution. You are among the over 600 million guests who have flown AirAsia and can’t wait to fly with you again once this is over.

While we strongly encourage you to accept the credit which is instant and comes with a 365-day validity and allows you to change your flight date for an unlimited number of times, we do accept requests for refund on a case by case basis. However, due to the overwhelming number of requests that we have received, it may take a long process of between 12 to 16 weeks.

I also want to acknowledge the comments I’ve seen about our virtual Allstar AVA. Please know that we take your feedback seriously and my team is making improvements to the system daily. Currently, our team and AVA are handling 10 times the normal volume of queries, which is now at about half a million guests on a daily basis. 

We are working tirelessly, around the clock, to provide assistance to each and every one of you. We’ve mobilised additional support to our customer happiness team, including 1,800 Allstars from other functions, who have rolled up their sleeves and volunteered to help, so more live agents are available to assist you via our LiveChat, Facebook Messenger, Twitter & WeChat 24/7. 

We’ve never had a time like this before and we are doing our best. We are not always perfect but we strive to do all we can for our people and our customers at all times. This is unprecedented but it is also temporary and we will be back, stronger than before, repainting the skies red and making sure everyone can fly again.

Until then…

Stay home. Be safe. And look to the future.

#InThisTogether

Lots of love,
Tony

 

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Kreole

You will never receive a message like that from any other carrier.  In addition, I have not read where other carriers are paying their staff and crew during this downturn.  This could not be a worse time for airlines and the ones that do not get bailed out by their respective governments will be sold off to the airlines that do get bailed out.  Unfortunately, AirAsia does not have the best safety record.  However, on the plus side they are one of the cheapest short to mid range carriers.  Tony, obviously has skin in the game, where most all the other airlines are corporate behemoths (like Boeing) run by sociopaths whose only concerns are their bonuses and golden parachutes.  Best of luck to Tony and AirAsia.

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rizla
32 minutes ago, Kreole said:

You will never receive a message like this from any other carrier.  In addition, I have not read where other carriers are paying their staff and crew during this downturn.  This could not be a worse time for airlines and the ones that do not get bailed out by their respective governments will be sold off to the airlines that do get bailed out.  Unfortunately, AirAsia does not have the best safety record.  However, on the plus side they are one of the cheapest short to mid range carriers.  Tony, obviously has skin in the game, where most all the other airlines are corporate behemoths (like Boeing) run by sociopaths whose only concerns are their bonuses and golden parachutes.  Best of luck to Tony and AirAsia.

I kind of agree with you, but they mark up prices in their "Tune" hotels, their price for a beer is twice the price in the Tune hotel Kuala Lumpur than in the airport itself. I'll have a better respect for them if/when I get my refunds.

 

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Cgu

People should be happy to receive anything from the airlines, as they would not need tp refund anything. Some airlines just, specially discount airlines, do not refund anything.

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