07/01/2022
TRAVEL ADVISORY
ADVISORY NO. 233
Appeal to our PAL Passengers
To our valued passengers:
With the ongoing surge of COVID-19 cases in the National Capital Region (NCR), an increasing number of Metro Manila residents have either tested positive or have been in close contact with suspected positive cases and are required to undergo quarantine isolation.
We are receiving more and more calls from passengers who need to rebook or cancel their flights because they have tested positive or are in precautionary isolation. At the same time, many of our 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.
Our PAL teams are doing all possible to process all passenger requests, unclog any bottlenecks and serve you the best we can. We request your understanding and cooperation as we cope with these serious but temporary challenges:
· We strongly encourage you to use our MyPAL Request Hub (https://bit.ly/MPRHPAL) for rebooking requests, queries and ticket transactions, rather than call our PAL customer hotline or visit our ticket offices (which are unable to fully accommodate the very high volume of calls and requests). Let us reserve the customer hotline and ticket offices for the most urgent calls and transactions related to travel within the next seven (7) 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.
· If you purchased your ticket through a travel agent, please deal directly with your agent for any rebooking or ticketing transaction needs.
· Our Metro Manila city ticket offices will be open only five (5) days a week, from Mondays to Fridays, 9 AM to 5 PM, effective from January 8 to 31, 2022:
o Cubao Ticket Office
o Makati Ticket Office
o Filinvest Ticket Office
o Ortigas Avenue Ticket Office
o Padre Faura Ticket Office (temporarily closed, to reopen on January 12, 2022)
o PNB Ticket Office (Pasay City)
o Quezon Avenue Ticket Office
Domestic Road Ticket Office will be open six (6) days a week, from Mondays to Saturdays, from 9 AM to 5 PM.
Moreover, our airport ticket offices will remain open on all days of the week, including Saturdays and Sundays. Details below:
o NAIA Terminal 2 Ticket Office – 2 AM to 10 PM (Daily)
o NAIA Terminal 3 Ticket Office – 8 AM to 5 PM (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.
We assure you that PAL adopts and continuously updates strict health and safety protocols to protect all travelers. Our cabin crew wear full Personal Protective Equipment (PPE) for everyone’s protection. Our aircraft are equipped with cabin air flow systems that continuously infuse fresh air as well as advanced HEPA filters that screen out viruses and other contaminants, for a safer and cleaner environment.
We greatly appreciate the dedication of our PAL personnel who are able to report for work and do their best to care for our customers despite these challenges.
We sincerely apologize to our passengers and their families. Thank you for the patience and cooperation as we work with you and with our partner agents, government authorities and our PAL teams worldwide to make the best of a very challenging situation.
