PHILIPPINE AIRLINES, INC. ACCESSIBILITY PLAN
Philippine Airlines (PAL) adheres to the principles set out under the Accessible Canada Act (ACA), Accessible Transportation for Persons with Disabilities Regulations (ATPDR) and Air Transportation Regulations, Part VII (ATR).
PAL supports the principles that:
- All persons must be treated with dignity regardless of their disabilities.
- All persons must have the same opportunity to make for themselves the lives that they are able and wish to have regardless of their disabilities.
- All persons must have barrier-free access to full and equal participation in society, regardless of their disabilities.
- All persons must have meaningful options and be free to make their own choices, with support if they desire, regardless of their disabilities.
- Laws, policies, programs, services, and structures must consider the disabilities of persons, the different ways that persons interact with their environments and the multiple and intersecting forms of marginalization and discrimination faced by persons.
- Persons with disabilities must be involved in the development and design of laws, policies, programs, services, and structures.
For information regarding PAL’s accessible travel services for passengers with special needs, you may send your inquiry or request to PAL’s Customer Relations Office (CRO). Passengers can send their customer feedback by emailing us at firstname.lastname@example.org.
Passengers may also send us a letter and address it to:
Philippine Airlines, Inc.
Manager – Customer Relations
PNB Financial Center, Pres. Diosdado Macapagal Ave., Pasay City, Philippines
PO Box 1300
- Passengers can assistance at the airport, during the flight, or even as the passenger to another destination by the Online Disability Assistance Form. Passengers must inform us what type of assistance you need during your journey at the time of booking or at least forty-eight (48) hours before your flight.
- If your needs are not covered in this form, or if you have other special assistance request or inquiries, please call our Hotlines for further assistance.
PAL Reservations Hotline
United States / Canada (Toll-free Reservation Hotline)
Other Cities in the Philippines (Reservation Hotline)
Click Global Reservations Hotline for the full list
Information and communication technologies (ICT)
- PAL’s information systems and website are compatible with adaptive technology. PAL is WCAG version 2.1 AA complaint.
- Aside from telephone systems, PAL will continue to provide alternative means of communication such as emails, mobile chat channels (Viber, Whatsapp, Messenger), Web Chat, and VoIP (Voice over internet protocol).
- In collaboration with its terminal partners, PAL’s public announcements in terminals are provided in both audio and visual formats. These announcements include information concerning departure delays, gate or track assignments and schedule or connection changes.
Communication, other than ICT
- PAL shall continue to ensure that its personnel who interact with passengers with disability shall take into account: the nature of the person’s disability; the need for assistive devices; the use of available augmentative or alternative communication systems such as clear, concise and plain language and audio or visual formats; the need to confer with persons with disability regarding their preferred physical assistance; and the importance of meaningful engagement with persons with disability as to their needs at the time of reservation, clearly identifying available services in relation to said needs.
Procurement of goods, services, and facilities
- PAL shall continue to include accessibility requirements as criteria in its procurement of goods, services and facilities, such as in catering (meals), ground handling procurement on wheelchair assistance at terminals, and constant partnerships with terminals to ensure needful compliance with accessibility requirements.
- For procurements, PAL shall strive to ensure that the goods and/or services are accessible upon delivery.
Design and delivery of programs and services
- PAL shall continue to design and deliver its accessibility services and programs, such as in assisting with check-in, boarding, and disembarking, the transportation of support persons or service dogs, the transportation of mobility aids, curbside assistance, training provided to personnel, etc. in accordance with relevant and applicable Canada Accessibility Laws and Regulations,
- PAL shall ensure to consider feedback from its frontliners regarding the design and delivery of its accessibility programs and services.
- PAL shall continue to consult with persons with disabilities in the continuing development of services directed to them, as well as in the enhancement of training programs to support new insights from representatives of the disability community.
- PAL shall ensure the provision of accessible transportation not only inflight, but also to and from a terminal, such as wheelchair accessible taxis or shuttle buses between terminal airports.
- PAL shall ensure that agreements or arrangements with its service providers for the provision of ground transportation take into consideration accessibility requirements.
- As a foreign carrier, PAL’s Built Environment includes passenger aircraft and ancillary services provided in relation to the transport by air, as well as partner terminals.
- PAL shall ensure the accessibility of its passenger aircraft, including the means to board and disembark therefrom, as well as any may be necessary to facilitate this, such as aisle and onboard wheelchairs, seats with movable arm rests, accessible lavatories.
- PAL shall ensure to maintain meaningful collaboration with its partner terminals for accessibility requirements on accessible terminal wash areas, service animal relief areas, accessible parking and an accessible path of travel to and from a terminal, and the like.
Provisions of CTA accessibility-related regulations
PAL shall ensure that passengers with disabilities have access to the following:
- Accessible Transportation for Persons with Disabilities Regulations (ATPDR) – for large TSPs
- Air Transportation Regulations, Part VII – for air carriers not captured under the ATPDR
- PAL’s accessibility programs and services are a product of regular consultations with disability organizations and compliance with Philippine disability regulatory bodies.
- PAL shall ensure to seek continuing insights and feedbacks from disability groups based on their dynamic and changing lived experiences and take these into consideration in the enhancement of PAL’s accessibility-related programs and services. a description of the consultation process and activities.
Available Travel Services for Passengers with Special Needs: