I would like to hear from people who work at Philippine Airlines (PAL)?

Question

As the headline states I want to know more about the culture of Philippine Airlines. Whenever I call the company and ask questions it appears that the people on the phone want to evade answering my questions. They don't want to get their supervisors involved. The agents also don't realize the supervisors are dumber than dog feces and are setting them up to fail. I would also like to hear from people who work on the IT desk why they don't respond to emails and they block people who state negative comments on Facebook.com.
It is as if everyone at PAL has not read the story about the Emperors new clothes. PAL's employees are very protective of the airline which is admirable, but there comes a time when you have to deal in reality. PAL is losing market share. PAL is not getting the people who can grow the economy of the Philippines flying on your airline. I can tell you why PAL will not ever become an above average airline. PAL's management team is incompetent when it comes to quality assurance. There was one website issue back in 2010 that took 4 months to fix.

This is the response from the Manager in that department.

"Subject: RE: Website
Date: Mon, 26 Jul 2010 11:31:54 +0800
From: [e-mail]
Hello, Ed!
We are happy to inform you that the change in the website I mentioned in my previous email will take place this week subject to the final test results. The fare conditions and benefits, particularly the FBA allowance, shall be clearly stated.
Have you made recent e-ticket purchase? We shall be glad to assist you with your questions regarding FBA.
Regards,
Benjie

BENITO E. FILIPINO III
Manager - Planning and Development
Corporate e-Business
Phone: [phone] local 5493
Email: [e-mail]
This next email is what started this write up.

"Sent: 04/19/2010 11:26 PM GMT
To: Jaime Bautista
Subject: Website

Mr. Jaime Bautista,

I have some concerns about what is posted on your website about the weights and the ticket prices. I was looking at tickets 6420P for four people traveling two adults and two kids ages 10 and 8 on July 30 leaving Manila (MNL) to Cebu (CEB), Returning (CEB) to (MNL) on Aug 17. We are flying Roundtrip from (JFK) to (MNL) on China Airlines.
What my concern is your website states two types of tickets W and U. These two codes have a weight limit of 15 Kilos. Then in the statement above that it has the weight of 20 kilos. I need to know which is it? As I mentioned with four people I don't want to be paying 112 pesos per kilo because you site is not clear.

I would strongly suggest this be looked into very quickly and correct by Close of Business today, with me being notified about the results. If it is not corrected I did make copies and this will go to the Attorney Generals Office in Sacramento, CA for false advertising.

I worked customer service with a member firm for the New York Stock Exchange, I will be glad to train your managers how to correct problems like this so your employees maintain their self respect.

I have not flown your airline since 1997 because I have moved from Houston and had to fly to LAX to get the flight. I wish you would start flying to Newark, NJ (EWR) again as you did in 1997. My parents went to my wife and I's wedding in Cebu and that is how they arrived. I sent an email asking about that since I read an article on Wikipedia stating your were looking to start those operations again. It would make my life a heck of a lot easier flying from T.F. Green (PVD) to Newark (EWR) on Continental Airlines which use that facility as a hub.

I would love to be flying PAL again when you start flying to Newark. A half million filippinos is not something to sneeze about and that is in Jersey City alone that does not include the rest of the New York met area.

Sincerly,
Next you need to have your managers think things thru very carefully and not set your customer service reps up to fail. This called took over 35 minutes to get an answer, 20 minutes on hold just waiting to talk to a rep. I know you want people to use the internet but when you site is not clear you have to expect calls. The young ladies you hire to answer calls don't need to defend your managers poor judgment. Does this make sense?" If you look at the dates it is over 4 months to get the website fixed and the issue has still not been resolved. It is a shame that most of the Overseas Foriegn Workers (OFW) have not looked at other airlines. Cathay Pacific, Asiana, ANA, KAL, Emeriate, and many other airlines offer better services at BETTER PRICES than PAL!

If you work for PAL open up a yahoo acount and put a name that cannot be tracked back to you if you are afraid of retrobution. PAL is not going to be in business if something is not done. This is bad for all consumers. Competion is great for the consumer.

Answer 1

PAL is doing business as usual - "Always has always will".

They did not make the decision to pull out of the US market they failed to maintain their equipment well enough to pass the regulations.

I don't understand why you are concerned about paying P112 per kilo for the overweight limit but will call someone & be willing to be kept on hold for 20 MINUTES?

My suggestion is to use another carrier & get rid of all of your stress over this matter before you have a heart attack.

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ps. "I would like to hear from people who work at Philippine Airlines (PAL)?" is not a question just because it has a question mark behind it. LOL

however it is No Problem.

Answer 2

It is a shame that people actually believe companies will not change. Change will come to PAL when the filipinos who work overseas start realizing there are airlines that offer better services at lower prices. I know the fi-lams that my wife and I friends with will not fly PAL until we hear that their services have improved and the prices are more in line with the other airlines.

We fly business class so we fly very comfortably on Cathay Pacific. if we flew PAL the price is comparable but the services are not even in the same class.

Answer 3

Most companies in the Philippines run this way so I don't see your point. PAL will always be in business because of political connections.

Answer 4

there are many other airlines, you dont have to fly PAL if you dont think their services are good enough