FLIGHT DISRUPTIONS HELP PAGE
PAL has you covered
We recognize that flight disruptions can significantly impact your travel plans. At Philippine Airlines, our utmost priority is to deliver a seamless and enjoyable travel experience. In the event of disruptions, we are committed to providing comprehensive support. Our Flight Disruption Help Page has been designed to offer information and resources to guide you through such circumstances. Here, you will find detailed explanations of how Philippine Airlines is prepared to assist during flight disruptions.
Rebook to another PAL flight with available space within 60 days after the original flight in the same booking class or higher within the same cabin class, provided that the selected date is within the period of validity of the ticket (or within thirty days from the date of ticket expiry); no additional charge will be collected.
If your flight was affected by the cancellation and the system has already implemented the change, you may rebook your ticket using the link below.
REBOOK ON THE NEXT AVAILABLE FLIGHT
For assistance with re-routing your flight, kindly contact our Customer Care Team. Your request will be evaluated in accordance with the applicable terms and conditions. Please note that there is typically no additional charge for re-routing. Fare differences, taxes, and no-show fees may apply if the request falls outside the established guidelines.
If your flight is affected by cancellations, you are eligible for a refund without penalties. If your flight is not affected by cancellations, we also offer you the option to refund your ticket subject to fare rules.
Your refund application requests may be submitted through the myPAL Request Hub, PAL Ticket Offices, or our PAL Reservations Hotline. Upon initial application of your request, you will be given a Refund Application Reference Number. For domestic tickets issued starting March 01, 2021, the Ticketing Service Charge (TSC) is refundable for unused and non-refundable for used (partial or full) tickets.
Travel Credit (TC) is an additional option available to passengers whose flights have been disrupted, allowing them to convert their unused Ticket/s into a fund that can be used for future purchases of Philippine Airlines Tickets and/or Travel Extras (excluding PAL Gift Card, Travel Insurance, Award Tickets, Industry Discount, and Agent Discount Tickets). Travel Credits can be utilized to pay ticket fees such as Rebooking, Non-user's fees, etc. Please note that Travel Extras are generally not eligible for conversion into Travel Credits, except in involuntary flight disruptions.
- Passengers who choose to convert to Travel Credits will enjoy the following benefits:
- Credit sharing option with travel companions in the same booking reference
- Convenient redemption process via the PAL website
Travel Credits can be spent in increments, and any remaining balance will be available until the total amount is fully utilized or until the expiration date, whichever comes first.
We understand how flight disruptions can impact our passengers' travel plans at Philippine Airlines. In the event of cancellations made by PAL within twenty-four hours of departure and the reason is attributable to the airline, we assist passengers who may find themselves stranded or facing long layovers.
Passengers can approach our ground staff to request hotel accommodation based on the original flight's scheduled departure time.
We are committed to ensuring a smooth experience for our passengers during these unforeseen circumstances. We aim to support and assist those affected by flight disruptions caused by Philippine Airlines.
If your flight has been canceled within twenty-four hours of the original departure time, and you must travel on a specific date with no other available PAL flights, we offer you the option to rebook with another airline. By considering alternative airlines, you can secure a new flight that suits your travel needs and minimize any further disruptions to your journey.
Our airport staff will be available to assist you in exploring rebooking options with other airlines. They will provide guidance and support to help you find the most suitable alternative flight.
Please note that rebooking with another airline is subject to availability and the terms and conditions of the respective airline. Passengers should refrain from purchasing tickets directly from another airline, as PAL cannot process reimbursement requests for the new ticket purchased.
We understand the importance of reaching your destination as smoothly as possible, and we are committed to assisting you in finding the best possible alternative travel arrangements. Our team will ensure you receive the necessary support during this unexpected situation.
Understanding that flight disruptions can be inconvenient, Philippine Airlines provides a Flight Disruption Certificate for passengers needing an official record for insurance-related purposes.
You can view your revised itinerary by utilizing our manage booking feature. This will display the updated schedule and allow you to confirm the new arrangements for your re-protection flight.
If the revised schedule is unsuitable for your travel needs, the Manage Booking feature will not allow you to select a different date. In this case, you may utilize the Self Re-accommodation facility to choose a different date.
To stay informed on the status of your flight, you may use the flight status tool, which provides real-time updates in the event of any changes. This tool can be accessed 48 hours before the scheduled departure.
In the case of a flight disruption, our team is available to assist you. If you are currently at the airport, our ground staff is best equipped to provide you with real-time information and support regarding the disruption. They can be approached for assistance. Our 24/7 global support team can be reached through multiple voice and non-voice channels for those not at the airport. We are committed to providing you with the help you need.
Want to share your travel experience with Philippine Airlines?
To share feedback or offer a compliment about your experience with Philippine Airlines (PAL) regarding a flight disruption, please contact our Customer Relations Team by clicking on the provided link
Once the email is sent, you will receive:
1. An acknowledgment with a reference number and/or;
2. Detailed email update from our Customer Experience Team.
By clicking the Customer Feedback button, you agree to the PAL Data Privacy Policy, and you hereby give your consent to the collection, use, monitoring, disclosure, or transfer of your Personal Data in accordance with PAL Data Privacy Policy.
- Why are airlines canceling flights?
We understand how frustrating it can be to have your travel plans disrupted due to flight cancellations. Airlines are working hard to ensure the safety of their passengers and crew, and they make these decisions with careful consideration. There can be many reasons why an airline may cancel a flight, some of the most common reasons include:
- Weather conditions - Severe weather conditions such as heavy rain, snow, or high winds can impact flight safety and lead to flight cancellations.
- Maintenance Requirements - An issue with an aircraft, such as a technical issue, can result in a flight cancellation. Airlines prioritize the safety of their passengers and crew and may cancel a flight if a problem with the aircraft cannot be resolved in time for takeoff.
- Crew availability - If there is a shortage of available crew members, airlines may need to cancel flights.
- Air traffic control restrictions - Sometimes, air traffic control restrictions such as congestion, runway closures, or air space restrictions can lead to flight cancellations.
- Health and safety concerns - With the ongoing pandemic, airlines may need to cancel flights to adhere to local health and safety guidelines.
Philippine Airlines does its best not to cancel flights. However, there are situations where it is necessary for the safety and well-being of passengers and crew.
- What are my options for rebooking if my flight is canceled or changed?
In the event of a flight cancellation or change, below are your options for rebooking:
You may rebook or reroute your ticket to another available flight within sixty days of the original flight, provided that the new flight is in the same booking class or higher and within the same cabin class. Please note that rerouting is only allowed for destinations within the same region.
If your flight was affected by the cancellation, and the system has already implemented the change. You may rebook your ticket using the Philippine Airlines Self Re-accommodation Tool.
- What are my options for getting a refund or converting my ticket if my flight is canceled or changed?
In the event of a flight cancellation or change, you have two options:
- Convert your ticket to Travel Credits, which you can use for future ticket purchases. The credits will be valid for two years from the date of issuance. You can submit your request through the MyPAL Request Hub.
- Request a refund for your ticket, excluding the Ticketing Service Charge. You can submit your request through the MyPAL Request Hub.
- What should I do if my flight is canceled or delayed and I must travel on a specific date?
If your flight with Philippine Airlines (PAL) is canceled or delayed and you must travel on a specific date, we may offer you the following options:
- Rebooking on another PAL flight that suits your schedule and is available on your desired travel date, subject to seat availability
- If there are no other PAL flights available, we can transfer you to another airline with available seats on your desired travel date if the cancellation is attributable to the airline and implemented within 24 hours of the original departure.
- Convert your ticket to Travel Credits, which you can use for future ticket purchases. The credits will be valid for two years from the date of issuance.
- Requesting a full refund if you cannot find a suitable travel option.
Please note that these options are subject to the terms and conditions of your ticket and may vary depending on the situation.
- What happens if I miss my connecting flight due to a schedule change made by Philippine Airlines?
If you miss a connecting flight due to a schedule change implemented by PAL, different options may be available to you:
1. For single tickets or itineraries issued under one ticket:
- For single tickets or itineraries issued under one ticket, we will assist with rebooking your flight to ensure you reach your destination as soon as possible.
2. For split tickets (i.e. separate tickets with multiple airlines):
- We will rebook the PAL segment of your itinerary to allow you to make the connection still. However, you may need to contact the other airline directly to make changes to their separate ticket. Please note that these options are subject to seat availability and the terms and conditions of your ticket.
- When a passenger has a split ticket, meaning they have purchased separate tickets for different parts of their itinerary with different airlines, rebooking with another airline is not always possible. This is because the airlines involved in the itinerary have separate ticketing systems and policies, and coordination between them can be difficult.
- In these cases, PAL can only rebook the portion of the itinerary under their ticket, and the passenger would need to contact the other airline directly to make changes to their separate ticket.
This is why purchasing a single ticket for the entire itinerary is often recommended, as it allows for a smoother travel experience and provides more options in case of changes or disruptions.
- What happens to my pre-paid ancillary services if my flight is changed?
If the change to your flight is involuntary, such as cancellation or delay, your pre-paid ancillary services, such as insurance, meals, or seats, will be automatically transferred to your new itinerary. Don't hesitate to contact a customer service representative in the case of a voluntary change, as the transfer of ancillary services is subject to the Travel Extras Terms and Conditions.
- What happens if my flight is canceled and I had pre-paid for a choice seat?
In the event of a flight cancellation, Philippine Airlines will try to transfer you to another seat with similar attributes. If this is not possible, the fee you paid for your pre-paid choice seat can be converted to travel credits or refunded. Please get in touch with a customer service representative for assistance.
- Does Philippine Airlines provide hotel accommodation for schedule changes?
If your flight schedule with PAL is changed and the change results in you being stranded or having a long layover, and the change are due to circumstances within the control of the airline, PAL may provide hotel accommodation, especially if the change is made less than twenty-four hours before the original departure time and the changes are attributable to the airline.
- What kind of compensation can I receive if my flight is disrupted?
In the event of a flight disruption that is attributable to Philippine Airlines and the schedule change occurred less than 24 hours before departure, giving you no time to adjust other travel arrangements, you may write to us at Customer Feedback for assistance.
- What happens if Philippine Airlines cannot contact me about a flight disruption?
In the event that Philippine Airlines is unable to contact you about a flight disruption, the airline will make reasonable efforts to notify you through multiple channels. If you need contact information on file, such as if you booked through a third party, like a travel agency, Philippine Airlines will still assist you at the airport. The airline's ground staff will be available to provide first needs and assist with rebooking you on the next flight. You can approach the ground staff for assistance.
- What happens if the aircraft I was scheduled to fly on is changed?
An aircraft change can occur for various reasons, such as unexpected maintenance issues, operational requirements, or to accommodate passengers in the event of operational overbooking. If the aircraft change affects your assigned seat, Philippine Airlines will try to provide you with a seat with similar attributes. If this is not possible, the fee you paid for your original choice seat can be converted to travel credits or refunded. If the change results in a downgrade to a lower cabin class, you will receive a downgrade compensation at check-in. Additionally, you can rebook, refund, or convert your ticket to travel credits, subject to certain conditions that may apply.