PAL Responds.... 2

October 31, 2008
MNL/CPN/170908/25564

MR. FROILAN GRATE
froilan[at]greenminds.net

Dear Mr. Grate,

This is further to our acknowledgement email. Thank you for your patience in awaiting our reply. On behalf of Philippine Airlines, please allow us to express our sincerest regrets for the inconveniences caused you when you visited our Cubao ticket office.

Initially, we were truly disheartened to know of the reported experience from a valued passenger. Definitely, we at Philippine Airlines, do not tolerate any acts of discourtesy, rudeness, and arrogance from employees whom we expect to be the finest in passenger care. With regard to your concern on the operating hours and availability of our ticket offices, please allow us to explain that we have 7 ticket offices located within the Metro Manila area. These are the Makati ticket office, Century Park Hotel ticket office, Cubao ticket office, Padre Faura ticket office located PAL Data Center Bldg. ticket office located on airport road, PNB ticket office located in Macapagal avenue, and the NAIA II ticket office. All our ticket offices are open from Mondays to Fridays 8AM to 5PM and 8AM to 12NN on Saturdays. Our NAIA II ticket office is open from 2AM up to 10PM 7 days a week. Nevertheless, you will appreciate to know that we have since brought your feedback on the handling by our staff and the operating hours of our ticket offices, to the attention of the offices concerned for whatever necessary corrective actions.

We are sorry to learn that our on-line booking service impressed you unfavorably. Please allow us to explain, that some of the advertised rates may have been limited and purchased by other passengers already. We can only hope, to gain your understanding.

Mr. Grate, thank you for the opportunity to communicate with you. We sincerely appreciate this gesture. Contrary to the unfavorable turn of events, we still hope for another chance to restore your confidence in our service.

Very truly yours,


LUIGI F. LORENZO
Customer Management Officer
Customer Relations