Hi everyone, I wanted to share our experience with Philippine Airlines (PAL) and see if anyone has gone through something similar or has advice.
My boyfriend booked a roundtrip itinerary: Indiana → Seattle → Manila → Cebu. The Indiana–Seattle segment was operated by Alaska Airlines as a codeshare with PAL.
On the day of travel, while he was boarding his first flight, PAL cancelled the Seattle → Manila flight just a few hours before departure.
He tried contacting PAL immediately to get rebooked since we had another international connection to Vietnam shortly after arrival. However, the agent said they could not see the cancellation in their system, so they could not assist.
He still had to take the first leg to Seattle.
At the airport, PAL staff rebooked him on a flight the next day, which would have caused him to miss our onward travel. They also said they could not transfer him to another airline.
As a result, he purchased a last-minute one-way ticket with China Airlines to reach his destination on time.
He also could not retrieve his checked baggage, as it was already being transferred through the system and was expected to continue to Cebu without him.
After multiple days of confusion with different airlines, we eventually found out the baggage was held in Manila customs due to the missing arrival record caused by rerouting.
We had to visit the airline office in person to complete paperwork before the luggage was finally returned about 24 hours later.
We also requested compensation for the replacement flight and the inconvenience of being without luggage, but the responses have been unclear, with no confirmation of reimbursement.
Has anyone experienced something similar with PAL or codeshare disruptions? Any advice on how to escalate or pursue compensation would be appreciated.
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