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Travel Advisory

Surge in Incoming Calls: An Appeal

08 Feb 2022

TRAVEL ADVISORY NO. 242



Surge in Incoming Calls: An Appeal



To our valued passengers:

It is great news that travelers holding foreign passports are now allowed to visit the Philippines starting from February 10.  Quarantine requirements have also been liberalized to make visits easier and more convenient. 

Admittedly, the reopening of the Philippines has prompted a huge surge of up to 400% more calls and queries to our PAL US and CA reservation hotlines, resulting in very long wait times as well as dropped calls and other service delays.  We sincerely apologize for the inconvenience.

We assure you that our PAL teams are doing all possible to unclog the bottleneck so we can handle all calls and process all passenger requests more expeditiously.  This includes allocating more personnel and resources to the customer hotline. 

In the meantime, please avail of our self-service options wherever possible, so that we can reserve the customer hotline for passengers with urgent or immediate concerns that could not be handled via other options.  If you purchased your ticket through l travel agent, please deal directly with your agent for any rebooking or ticketing transaction needs.

We have activated our PAL Official Facebook pages (@PhilippineAirlinesUS and @PhilippineAirlinesCanada) to accommodate more questions and service requests, starting February 9 (U.S./Canada time zones), so that we may respond within 24 hours. 

Other enhancements will be phased in by March and April, including the activation of our Viber, Line and Whatsapp channels to give customers more options for their questions and service requests.  By then, we hope to have expanded our network to offer more flights and route options in line with a normalizing world and further easing of travel restrictions in the various countries we serve.

PAL offers the only nonstop flights to the Philippines from Los Angeles, San Francisco, New York, Honolulu, Vancouver, Toronto and London. We will progressively add more flights to serve your travel needs in coming weeks.

We request your kind understanding and cooperation as we cope with these temporary challenges.  Thank you. 

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