04/12/2023
I am well - aware of the PASSENGER BILL OF RIGHTS, thanks to Philippine Airlines, they attached a link on my e-ticket. However, I could not find their NO-SHOW DOWNLINE CANCELLATION POLICY on my ticket. Is everyone even aware of this? If aware ka, pakitype ng YES. (Seryoso, for survey purposes, baka ako lang ‘di nakakaalam nito)
This is my horror story with Philippine Airlines. (Read on, you might be the next victim! 😱)
***Missed our Davao to Cebu flight last November 30 because we were late for boarding. (Wala ko nagyawyaw or anything because I knew it was our fault). Went straight to PAL’s ticketing office at the airport as advised by the check-in counter officer. Opted to book for a flight with another airline and told the ticketing office since there was no more available seats for the other remaining flights for PAL Davao-Cebu that day. (We had to catch our connecting flight the same day so no other choice but to book an available flight sa other airline).
***December 4, I received an email from PAL that our return flight (Cebu-Davao Dec 7) was automatically cancelled because of your NO-SHOW DOWNLINE CANCELLATION policy. (Ano to?)
***Talked to a customer representative via FB Messenger, sent me a link regarding this policy:
https://www.philippineairlines.com/faq/no-showdownlinecancellation
Clicked on the link and showed this:
What is “No-Show Downline” Cancellation?
Tickets should be used in sequence as stated in the Conditions of Carriage that governs the terms of your ticket. If you do not show up for a flight (your “Missed Flight”) that has connecting and/or returning flights, these onward or return flights will be automatically cancelled.
As such, the “No-Show Downline” Cancellation is an automatic cancellation of your return or onward booking once the Missed Flight is tagged as “Non-User” or “No-Show” at the airport.
How will I avoid the No-Show Downline cancellation?
If your travel plans have changed, whether it is affected by travel rules or you will not take the flight voluntarily, you must advise us at least 24 hours before your initial departure through the following channels:
PAL Ticket office; and
PAL Reservations hotline (632) 8855-8888
US/CANADA TOLLFREE HOTLINES: 1-800-I-FLY-PAL OR 1-800-435-9725
3:00AM – 6:00PM (Hawaii Time), 5:00 AM – 8:00PM (Pacific Time), 8:00 AM – 11:00 pm (Eastern Time)
Failure to advise PAL at least 24 hours before your scheduled flight departure time for a flight that you will not take shall result to an automatic No-Show Downline Cancellation.
Where can I find the No-Show Downline Cancellation in PAL’s Conditions of Carriage?
You may find the No-Show downline cancellation (or Required In-Sequence Use of Ticket Coupons Policy) in the following articles of the PAL’s Condition of Carriage
Article 3 Tickets, Section no 4 Coupon Sequence; and
Article 5 Reservations, Section no 6 Cancellation of Reservations
(Attached to the e-ticket but all of which are not clear!!!)
What if I still want to take my return or onward flights that have been cancelled?
Your onward and/or return flight reservations will be automatically cancelled, but your ticket will remain valid. (Char kaayo! Valid or good as nothing? You are making me pay for the whole fee)
You may request that your cancelled return or onward flight be reinstated or rebooked. (Reinstate or rebook? Another char! Making me pay for new tickets) However, this is now subject to available seats and fees. (Sabihin niyo na lang pala buy a new ticket!)
Can I be charged a Change fee and/or for payment of fare difference if I want to reinstate or still take the cancelled onward and/or returning flights?
Yes. Unfortunately, once your onward and/or return bookings are cancelled due to Non-User/No-Show, Change fee and/or fare difference (imong mata! Himuon pa tag t*nga) may now apply following the available booking class as we reaccommodate you on your preferred flight or the nearest flight available. 🤮
Will my ticket still be valid once I do not show up on my flight?
Yes. (Imong mata na sad, yes pay nalitok, asa ang valid uy. B*ang man diay ko!) The No-Show Downline Cancellation will only cancel your booking reservations. Your ticket is still valid and can be rebooked, converted to Travel Credits, or refunded, depending on the fare conditions of your ticket. (Nge! T*nga lang mutuo. Pay for new ticket man gyud!)
What will happen to my paid Travel Extras on my cancelled booking(s)?
The existing Travel Extras conditions will apply.
We can have your Travel Extras rebooked or reinstated for your onward and/or return flights if they are rebookable. Non-rebookable Travel Extras, on the other hand, will be forfeited automatically.
If the flight is delayed will this affect my onward booking?
No. Your onward and/or returning flights will not be cancelled if the prior flight is delayed
***Messaged customer service that I wanted to reinstate my cancelled flight (As stated sa inyong policy but subject to fare difference), so go na lang but you are asking me to pay for a whole entire fee of the new tickets. (Now confused with the meaning of fare difference 😞). I asked to put on travel fund instead, but you said that it was not possible. (B*go man siguro ko? Wala na ko kasabot ninyo PAL sa inyong policy that you have sent me 😓)
***Nagyawyaw na ko why say reinstatement or rebook, when in fact it is already a new booking and I had to pay for new tickets. I felt misled and misinformed.
***Reviewed the PASSENGER BILL OF RIGHTS. It is said that in Chapter 2 - Right to be provided with accurate information before purchase, Section 4 - Right to Full, Fair, and Clear Disclosure ofthe Service Offered and All the Terms and Conditions of the Contract of Carriage. Every passenger shall before purchasing any ticket for a contract of carriage by the air carrier or its agents, be entitled to the full, fair, and clear disclosure of all the terms and conditions of the contract of carriage about to be purchased. The disclosure shall include, among others, documents required to be presented at check-in, provisions on check-in deadlines, refund, and rebooking policies, and procedures and responsibility for delayed and/or cancelled flights. These terms and conditions may include liability limitations, claim-filing deadlines, and other crucial conditions.
4.1 The carrier shall cause the disclosure under this section to be printed on or attached to the passenger ticket and/or boarding pass, or the incorporation of such terms and conditions of carriage by reference. (Reviewed my e-ticket and no specific link was provided with this kind of information). Incorporation by reference means that the ticket and/or boarding pass shall clearly state that the complete terms and conditions of carriage are available for perusal and/or review on the air carrier’s website, or in some other document that may be sent to or delivered by post or electronic email to the passenger upon his/her request. (It was not clearly stated that this information is available at their website).
4.3 Aside from the printing and/or publication of the above disclosures, the same shall be verbally explained to the passenger by the air carrier and/or its agent/s in English and Filipino, or in a language that is easily understood by the purchaser, placing emphasis on the limitations and/or restrictions attached to the ticket. (Again, nothing attached with the ticket clearly stating about this policy and also we went to the ticketing office after not being able to fly last November 30 but we were not informed/reminded that our return tickets will be forfeited!!! Forfeited ang term kay di na magamit!!! Pabayarin kayo ng full amount ng new tickets!!! So please lang PAL, do not use reinstate or rebook kay new booking ito!!! Like WTF!)
***I booked a new flight with PAL kay no other choice because they have the only available tickets on December 7 because I had to go back to Davao before 1pm. I reviewed if meron bang notice regarding your policy before booking but none gyud and tru enough same amount lang of what your CS is asking me to pay! Bu*ng gyud mu! Meron lagi sa website but who the hell would read that diligently before booking the flight. You should have attached this link on the e-ticket para klaro. Buti pa ang CebuPac. Kaya pala mahaba ang maprint sa ticket itinerary nila because naka attach ang policy but sa inyo wala talaga, kahit sa links attached, they are not clearly stated!!!
Di ako mahilig magpost but this, magpapansin gyud ko mga y*waa mu kay ginahimo ko ninyong t*nga! What if ang nabiktima ninyo are those who have their last money sa tickets booked. Mamalikas gyud ko and mangaway kay g*go gyud mu mangwartahay!!! Ayaw ko ninyo himuog t*nga. Naa pay customer service na walay pulos! 😖🤮 Philippine Airlines Civil Aeronautics Board
What is “No-Show Downline” Cancellation? Tickets should be used in sequence as stated in the Conditions of Carriage that governs the terms of your ticket. If you do not show up for a flight (your “Missed Flight”) that has connecting and/or returning flights, these onward or return flights ...
