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Travel Advisory

UPDATE TO OUR CUSTOMERS ON REFUNDS

18 3 2021

Travel Advisory No. 158
March 18, 2021

 


As the aviation industry continues to cope with global health and travel challenges, we at Philippine Airlines reaffirm our commitment to service our passenger.

 

We have so far refunded more than 90% of the more than US$370 million (PHP17.8 billion) COVID-related refund requests. We hope to resolve the rest in the coming months and revert to normal processing afterwards.

 

We are making renewed efforts and committing more resources to progressively step up processing capabilities. Our web-based myPAL Request Hub is being enhanced to improve processing of passenger options such as rebookings, conversions to travel vouchers, refunds and a new follow-up request feature. Processes are also being streamlined to better support these enhancements and ably deliver on our customers’ expectations. We will strive for more improvements to support refunds and other customer needs as we move decisively towards recovery.

 

We sincerely apologize for the long processing time that many of our customers have experienced since the start of the pandemic, in the wake of the forced cancellation of more than 78,000 flights and the travel restrictions that required passengers to abruptly change their travel plans, triggering an unprecedented high volume of refund requests and constraining the ability and resources of airlines to handle them promptly.


PAL has now restored nearly 25% of our regular domestic and international flights, and we will continue to slowly add more flights and more routes in line with market demand and the eventual easing of travel and quarantine restrictions.


Philippine Airlines is profoundly grateful for your patience, loyalty, trust and support.




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