i haven't posted anything good since last year.
i didnt realize that time indeed travel so fast that it was almost 12months since i posted a blog with sense.
and then it hit me that the past 12mons of mah life was indeed a busy year... juggling 2jobs while taking the core courses of mah MBA degree.
now looking back, i cant believe i survive all of it.
with mah uni finally over, i'll have more time to get back on what i love doing most... WRITING!
so prolly, in the next day or so, i can start sharing mah life again and have this blog as a testament why mah life is surely a gift from GOD.
for now, i'll share something i read from a facebook
page regarding why i hate the customer service of our local airlines back home, Philippines.. it is a long read but the experience is worth sharing as a wake up call to our ailing airline industry.
ENJOY READING !!!
---
This happened to me yesterday for my Air Philippines Caticlan-Manila
flight. I never wish for it to happen to me again, nor do I wish this to
happen to any of you ever. This is a pretty long story, but if you have
the patience you might learn a thing or two when dealing with airlines.
ORIGINAL TICKET: Caticlan to Manila on May 7, 2012, 8:20am flight.
4 May 2012 –
I received an email from PAL notifying me that my May 7th flight to
Manila, PR040, ETD has changed from 8:20am to 9:50a.m. (Ticket #2)
I made two (2) calls to PAL on 5 May 2012 (Sat), as soon as I read my e-mail notification from PAL.
- 8:23pm (about 20 mins on the phone):
I explained that I received an email notice from them that my flight
PR040 ETD has been adjusted to fly out 9:50am instead of the
original 8:20am. I asked if there was an earlier flight (any flight
before the PR040) that they could move me into because I have a meeting
at 10:30am in Manila. They said there’s a 9:10am flight but I have
to pay about P1,200 if I want to fly on that schedule. “And that’s the
earliest flight you can fly me out me with?” I asked. Yes, the support
agent replied. I went back to the issue at hand, which was the
additional cost. I said, “But technically, you guys owe me because I
paid for an earlier flight. I did not move myself to 9:50am, you did. I
paid for an early morning flight, so don’t think I should pay that. I
have a business reason why I specifically chose an earlier flight, so
can you please ask your supervisor if they can waive the additional
payment?” I was put on hold. A few minutes later, they got back to me
and said they will move me to the9:10am flight without additional cost,
and that I should call back in about 30 minutes or so to confirm the
changes.
- 9:33pm (the call back request; about 5 mins on the phone):
I inquired for the status of my request and was informed that it was
granted with no additional charges. They will e-mail me my new e-ticket
for flight PR 046 ETD 9:10am. It was sent to me the following day, May
6th. (Ticket #3)
7 May 2012 –
A little before 7:30am, I was already at the check-in counter of Air
Philippines (PAL). The check-in officer informed me that I will be moved
to the 9:50a.m. flight. At first I thought she was just mistaken or
confused. I asked her to look at my e-ticket because it says PR046 ETD
9:10am. She informed me that due to factors causing delay of flights,
they will move me to the 9:50am flight – and that she’s sorry. I asked
for her supervisor. The supervisor, which I heard was called Sir
John/Jon, took his sweet time leaving his table after the check-in
officer asked for him. He stood up looking either bored or that
“here-we-go-again-another-complaint” expression. When he finally went
over to the counter, I explained from the beginning of when PAL emailed
me changing my departure time, to us agreeing that I fly out at 9:10am,
and the need for me to fly out at 9:10am since my original choice of
time, 8:20am, was scrapped and moved to the 9:50am. As I say this, I
glanced at the tv screen showing the flight/check-in/boarding status and
to my disbelief I saw flashed on the screen:
“2P 040, 8:20 a.m. Check-in Open”.
I instantly forgot about the 9:10-vs.-9:50 issue and said, “Wait… is
that PR(2P) 040, 8:20am flight? It exists???” It dawned on me that the
9:50am flight was not PR(2P) 040 and the Ticket #2 which claimed that I
have to take the 9:50am flight of 040 was untrue. In fact, it was a lie
in paper form.
“I
want to check-in for that PR040, 8:20am flight. This is my e-ticket for
that,” I handed them my original ticket, Ticket #1, “that is the flight
I paid for.” The supervisor told me that I’m not allowed to do that
because I rebooked my flight to 9:10am. “I rebooked that WITH PAL, and
only because I was told that that flight doesn’t exist. But it exists,
so I should be there, right?” He replied, “No, ma’am. You rebooked this
yourself so we can’t entertain you for 8:20am.” So I challenged him,
“Okay, let’s say we forget the 8.20am; I should still be able to fly out
the 9.10am plane because this is my current flight plan. So why are you
bumping me to 9:50am again, when I already informed your company 2 days
ago that I cannot settle for that late a flight?” His response was the
well-practice, common line, “Due to engine failure of the aircraft-“ I
interrupted, “No, no.. There’s NO engine failure, we BOTH know that.
Those planes will come and go, and this is NOT just a matter of delay
because if it had been you wouldn’t be moving me to different flight
numbers, I would have the same flight number but with a delayed ETD.” I
am a bit shaken at this point, and my tone of voice was pointed but
still controlled. I reminded myself not to get personal or lash into a
frustrated verbal attack. Also, there were irritated grunts behind me
already. I looked at the Japanese passengers behind me and said, “I’m
sorry for this but I’m not letting this go unless I get my answers.” At
that point, the supervisor asked another counter to be opened. He looked
back at me and said, “The most we could do is put you on a standby as a
chance passenger.” I replied, “That’s not even an option. That is just
the quickest way to silence me but then bumped me off still by getting
back to me later claiming the craft is full. No, it’s either you put me
on the 8.20am flight or the 9.10am flight.” He put down my e-ticket and
said, “That’s the only thing we can do right now, put you on standby”
then he turned and went back to his desk.
With my mouth
gaping wide, I looked at the desk officer and asked her, “So, now what?
What should I do? What’s my flight? And I’m standby for which flight?”
She said she’ll just call me because the supervisor said I’m on standby
so I am.
I called PAL, gave them my reference number and explained
the whole thing again. The agent on the phone said, “Ma’am, I don’t
understand why they’re putting you at 9:50, you’re confirmed for 9.10.” I
explained that the supervisor did not give me any REAL reason for
bumping me off and that she should talk to him. She did, and I gave the
phone to the check-in counter girl who handed the phone to him. It took
them more than 5 minutes to talk and by the end of it, he gave me back
my phone and the girl on the other line apologized because he failed to
explain the reason. She said that he informed her of the delays of
turnaround aircraft. I paused, “And? That’s that? That’s all he said? I
explained everything to you, that this is not just about delayed
flights, miss. I’m being bumped off, can’t you see that? And what
happens now? They didn’t say where I should go or what time I should
expect to be notified. There are no chairs here, no instructions, no
nothing. I’m just expected to stand aside and wait for them to beckon
for me. Is this the service bumped-off passengers get from PAL? And not
to mention I’m spending money on my mobile phone calling your landline
number but I’m not getting ANY support from you at all. You’re just
echoing what he already told me.” She asked for the supervisor again.
While they were talking, I saw him gesture to a guy across the room and
that guy immediately grabbed a chair and placed it on the spot where I’m
standing, which is in the middle of the check-in area. (‘Are you
mocking me now, rude supervisor?’ I was boiling inside, but I held my
tongue.) I looked at the man who placed the chair behind me and said,
“No thanks, my phone is still with him. I’m waiting for it.” FYI: all
the check-in counters are busy and my case was being dealt at on the
side.
When I got my phone back, the girl on the other line
said, “I instructed them to make you comfortable while you wait--“ I
interrupted, “That is not the core issue here, miss; what I want is to
fly out here on that 8.20am flight. And why in the world does PR 040
8:20am flight exists when I was specifically informed by an email
notification, which started this all, that PR 040 was moved to fly at
9:50a.m?” She doesn’t have an answer to that question, instead she asked
if we end the phone call so she could call me back on my mobile phone
so I wouldn’t incur more charges after our 30-minute talk now. I agreed.
I was mad but I’m not ridiculous enough to let pride reign and continue
the convo at MY expense. A few seconds after, she called back and asked
for the supervisor again. When the phone was returned to me, more
shocking lies followed.
“Mam, the supervisor informed me
that he cannot put you on the 8.20am flight because that is being
re-routed to Masbate, due to flight delays.” Now, I’ve heard of flights
getting re-rerouted from Caticlan to Kalibo, but MASBATE????? I couldn’t
speak.. literally, I could not speak. I was already losing my voice
from the night before and it is taking a LOT of effort and pain to speak
and make my case for almost an hour to these guys, and they have the
GALL to lie some more???
“MASBATE? And.. omg… and you
BELIEVE him??” She hesitated before saying, “That’s what he said.” I
threw my hands in the air. “Miss, he’s just a supervisor! You guys are
head office! I don’t have to suggest that you look at your system to
check whether or not that’s true.” She seemed to have gathered her
courage and told me, “Ma’am, if you insist to be on the 8.20am flight we
can see what we can do, but do you really want to end up in Masbate?”
Wow, the nerve. I cleared my throat and decided that I will make my case
even if it rips my throat apart. “Miss, fine. You win. You and that
supervisor can put me in ANY Manila-bound flight you want, I don’t care
anymore. But when I get to Manila, you can bet I will find out about
that PR 040 flight and if it, indeed, got re-routed to Masbate. Because
if not, I will have you and that supervisor held legally accountable for
the series of deception that PAL has thrown my way in this entire trip.
I have a solid, legal case because you KNOW I have a copy of the
deceptive email notice about PR040, you KNOW I am now staring at the tv
screen flashing PR 040 8.20am TO MANILA and not Masbate, and you KNOW I
have enough proof to file a legal complaint against your company. OR
you have another choice, I can walk inside the waiting gate right now
and asked the PR 040 passengers bound for Manila if they know they’re
being re-rerouted to Masbate. Take your pick.”
She asked
if I can hold for 10-15 minutes to give her time to consult her
supervisor. By this time I have already memorized the on-hold
advertisement of PAL and I was really sick of it. It’s already 8.10a.m
and the PR 040 8.20am counter is already closed. In an instant, I felt
helpless, powerless, and frankly, bullied. I’m going to miss my meeting,
and for all I know, I might end up flying out at 3pm or something. And
my throat is throbbing badly. I went to the bathroom because I do not
want them to see me cry. I went straight to the sink and washed my face
and dried some of the tears out. A janitress holding a mop followed me
inside and gently asked, “Inaaway ka ba nila, mam? Delayed po ba flight
nyo?” (Are they making you upset? Is your flight delayed?) My pride
wouldn’t allow me to look at her. I ripped off a bunch of paper towels
and replied, “Hindi nga delay, ate eh, buti kung yun lang. Nanggagago na
kasi sila eh.” I cried, “At wala akong magawa kasi nandito ako. Mali
talaga, ate eh,” (It’s not just the delay, if it is just a case of
delayed flight ok, but they’re fooling me. And I can’t do anything about
it because I’m here. It’s so wrong.)
When the phone
support officer returned to me, she requested if I could hand my phone
back to the supervisor Jon again. I did. As before, I couldn’t hear what
they were talking about except for his occasional “Roger. Roger. Yes,
roger” replies. When I got my phone back, the support officer said they
have instructed the supervisor to communicate with the pilot of the
incoming flight which will serve as the turnaround flight for the PR040
flight. I will be on the flight out if the pilot said he has enough room
(weight-wise) to accommodate my weight and my backpack. They will also
add all the total weight of the passengers and their luggage to check if
it hasn’t reached the weight limit and can still accommodate the weight
I carry. I am about 50kgs and my backpack weighs 8 kilos only, but
still I know a small plane could only accommodate so much. I sighed and
gave in. I was already emotional and I did not want to cross the line of
freaking out or arguing some more. When she finished telling me of my
priority status, I tearfully replied, “Grabe kayo, miss. I know hindi
nga dapat issue yung type of passenger pero yung ticket ko hindi ito
savers fare. I’m a regular paying passenger. Pano nyo ako napili out of
all the 8.20am passengers na ma-bump off? At bakit tinapunan nyo ako ng
sangkatutak na lies? Sobra na kayo, miss. Grabe talaga.” (You guys are
too much, miss. I know this shouldn’t even be an issue, but my ticket
was bought at regular price. I am not flying under a promo fare; so how
did you pick me to bump off out of the other 8.20am passengers already
checked in? You guys are too much, miss.) I ended the call when I
started crying again. I can’t do anything else but wait, anyways.
The
supervisor approached me, the first time in the past hour, to inform me
what the girl on the phone already did. But this time he was more
polite, and directing people to call the pilot, to secure my backpack,
to weigh all the bags of the passengers, etc, so they can know
immediately if they can accommodate me.
In the end, they
gave me my boarding pass for the 8.20am flight, which took off at
9.10am. We landed at 10.10am, and no, not in Masbate, but in Manila, of
course.
Although I fought hard and “won”, it doesn’t
change the fact that I have been victimized by the cunning deception and
unprofessional service of AirPhilippines/PAL. There were, at least, two
serious occasions where they blatantly lied to me just so they could
bump me to a later flight. And they almost ripped me off an additional
P1,200 had I not argued about the irrationality of additional charges in
my case. And of course, there’s the more-than-an-hour mobile charges
incurred from calling them at least 4 times after Ticket #2 was issued.
Before
I spoke my heart out, the support agent assured me that she and her
boss will personally monitor the PR 040 flight and to make sure I leave
in one of the morning flights. I asked her to look into the email re:
Ticket #2 PR 040, to know why I got bumped off in the first place, and
to find out where that Masbate thing came from. I want them to own up to
what they put me through and explain to me all the vague points/claims
made. I would appreciate an apology, sure, but at this point, I just
want the PAL management to know and learn from this case; for the Civil
Aviation Authority of the Philippines (CAAP), the Department of
Transportation and Communications (DoTC) to know that these practices
exist; and for my friends to be informed that they need to be vigilant
against corporate bullying. My flight from Manila to Caticlan was
delayed by 2 hours and that was fine by me. Those kinds of setbacks
happen. But nobody should tolerate deceptive practices, whether you’re a
passenger who paid the regular fare or the promo fare. Know your rights
and remind yourself to deal with the service personnel professionally.
They would easily shrug you off if you freak out, as oppose to keeping
your head together. Lastly, demand accountability. This is your right,
and I am exercising mine right now.
