FLAG carrier Philippine Airlines (PAL) has been receiving high volume of calls from passengers who need to rebook or cancel their flights after being tested positive with Covid-19 or are in precautionary isolation.
PAL spokesman Cielo Villaluna on Friday said they are doing the best they canto accommodate all of the passengers' requests though many of their frontline team members in ticket offices, contact centers and other support teams are unable to report for work.
"These simultaneous events have created challenges in our ability to serve all our customers promptly, including longer wait times for calls to our reservations hotlines, longer queues in ticket offices, and corresponding delays in handling transactions," said PAL spokesman Cielo Villaluna.
She said PAL teams are doing everything possible to process all passenger requests, unclog any bottlenecks and serve them the best they can. "We request your understanding and cooperation as we cope with these serious but temporary challenges."
PAL in an advisory strongly encourage passengers to use MyPAL Request Hub (https://bit.ly/MPRHPAL ) for rebooking requests, queries and ticket transactions, rather than call PAL customer hotline or visit its ticket offices (which are unable to fully accommodate the very high volume of calls and requests).
PAL reminded passengers to reserve the customer hotline and ticket offices for the most urgent calls and transactions related to travel within the next seven days.
"Please consider deferring less urgent rebooking transactions until after the ongoing surge in cases and the current Alert Level 3 period in Metro Manila," the airline said.
Passengers who purchased ticket through a travel agent should deal directly with their agent for any rebooking or ticketing transaction needs.
PAL also advised passengers to visit Metro Manila city ticket offices (Cubao, Makati, Filinvest, Ortigas Avenue, Padre Faura, PNB ticket office, Quezon Avenue) which will be open only five days a week, from Mondays to Fridays, 9 a.m. to 5 p.m., effective from January 8 to 31, 2022.
PAL's Domestic Road ticket office will be open six days a week, Mondays to Saturdays, from 9 a.m. to 5 p.m.
Also, PAL airport ticket offices will remain open on all days of the week, including Saturdays and Sundays - NAIA terminal ticket office from 2 a.m. to 10 p.m. (daily); NAIA terminal 3 ticket office, from 8 a.m. to 5 p.m. (daily).
"Your cooperation and support will help us to assist our passengers with the most urgent concerns. We will endeavor to sustain as many flights as possible under these new circumstances, but some cancellations or schedule adjustments are likely.Please continue to check flight status for any changes in your flight schedule, and stay updated on changes in travel requirements by checking the website of the concerned provincial local government or destination country," the advisory said.
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