I sent this complaint to the airlines and travel agencies where I bought the ticket. Please see details below of follow-up
From: Jennelyn G
To: [email protected]
Sent: Thursday, July 23 9:05: 57 PM
Subject: Ms Necitas G follow-up
This is the third time that I'm communicating my concern regarding flight of my mother in-law. It's been three weeks and I haven't received define results of investigation. We want a full refund of our tickets.
From: "[email protected]"
To: [email protected]
Sent: Wednesday, July 15 5:57: 34 AM
Subject: Fwd: Re: Ms Necitas G
Dear Ms. Jennelyn G
Thank you for your e-mail. This is to inform you that your concerns have already been raised to the customer relations of Pal namely Mr. Gian carlo d. Layag. Im am attaching the details below of their response to me pertaining to your first letter of complaint. I have forwarded to them as well your recent concerns.
Respectfully yours,
Fina
Mon, 13 Jul 10:29: 31 0800 [07/12 10:29: 31 PM EDT]
From: [email protected]. Ph
To: [email protected]
Dear Ms. Fina A
Thank you for the email we received apprising of Ms. G's reported experience with us. At the outset, please accept our regrets for the disappointment she may have felt as a result.
A request for feedback from various offices had been initiated to provide us with the full circumstances of the reported incident. The handling Customer Management Officer will further communicate with you for the resolution of your concerns.
Sincerely yours,
GIAN CARLO D. LAYAG
Jr. Customer Management Officer
Customer Relations
Forwarded message from [email protected]
Date: Mon, 13 Jul 19:49: 44 -0700 (PDT)
From: J G
Reply-To: Jennelyn G
Subject: Re: Ms Necitas G
To: [email protected]
Dear Fina,
Enough is enough, I have trusted your travel agency and the airlines regarding the flight. I don't want to take any risk having my mother in-law travelled with your agency and the airlines. I took your commitment the first time, I don't need any second time. We deserve a good service because that's what we paid for. I need immediate action on this. We want our money back, as simple as that.
Jennelyn G
From: "[email protected]"
To: [email protected]
Sent: Wednesday, July 8 6:41: 43 AM
Subject: Ms Necitas G
Dear Ms. Jennelyn G,
Greetings from Travelpros Inc.!
Thank you for taking the time to tell us about the unfortunate travel experience of Ms Necitas Gagatiga on her Trip to Toronto last 04 July boarding the flight no. PR 106 through Philippine Airlines and via Air Canada AC 0132.
As a travel agent, we make it a point to ensure that we give the high priority our client deserves especially their request. We just want to point out that we did make such request to the airline concern but there are certain boundaries that are beyond our control such as situation control at the airport check-in counter whether it be situated here in Manila or outside the country
We can, however, as I have said over our telephone conversation yesterday, I will give you an update as I will have your formal complaint be brought to the attention of the airlines concerned with regards to how her request for the wheelchair assistance and baggage transferring to her connecting flight was mishandled, despite the outright telephone request made by our reservation officer named Jonna, who instantly called PAL reservations right after her ticket was issued, and also despite your sister-in-law? S confirmation at the check-in counter of Manila Airport in which she was told that everything will be taken care of with regards to their request.
I am sorry to hear about the unsatisfactory service that she received at the Vancouver airport. I was able to personally talked with our Philippine Airlines sales representative and discuss your comments/complaint yesterday. I was told that they will be investigating the details of this incident and will reply to me.
I have reiterated to them that Ms. Necitas Gagatiga, who is a senior citizen will be flying back from Toronto to Manila this October 03 with flight no. AC 137 via Air Canada through Philippine Airlines PR 107 and demanded that these particular requests be closely monitored and be executed properly.
We hope that this event does not keep you from returning to our establishment.
We are very appreciative that you have taken the time to bring this to our attention we will do our part to be able to raise awareness to the airline involve towards their customer service.
Thank you for going to the trouble to write us.
Sincerely,
Fina asuncion
End forwarded message
Enough is enough, I have trusted your travel agency and the airlines regarding the flight. I don't want to take any risk having my mother in-law travelled with your agency and the airlines. I took your commitment the first time, I don't need any second time. We deserve a good service because that's what we paid for. I need immediate action on this. We want our money back, as simple as that.
Jennelyn G
From: "[email protected]"
To: [email protected]
Sent: Wednesday, July 8 6:41: 43 AM
Subject: Ms Necitas G
Dear Ms. Jennelyn G
Greetings from Travelpros Inc.!
Thank you for taking the time to tell us about the unfortunate travel experience of Ms Necitas G on her Trip to Toronto last 04 July boarding the flight no. PR 106 through Philippine Airlines and via Air Canada AC 0132.
As a travel agent, we make it a point to ensure that we give the high priority our client deserves especially their request. We just want to point out that we did make such request to the airline concern but there are certain boundaries that are beyond our control such as situation control at the airport check-in counter whether it be situated here in Manila or outside the country
We can, however, as I have said over our telephone conversation yesterday, I will give you an update as I will have your formal complaint be brought to the attention of the airlines concerned with regards to how her request for the wheelchair assistance and baggage transferring to her connecting flight was mishandled, despite the outright telephone request made by our reservation officer named Jonna, who instantly called PAL reservations right after her ticket was issued, and also despite your sister-in-law? S confirmation at the check-in counter of Manila Airport in which she was told that everything will be taken care of with regards to their request.
I am sorry to hear about the unsatisfactory service that she received at the Vancouver airport. I was able to personally talked with our Philippine Airlines sales representative and discuss your comments/complaint yesterday. I was told that they will be investigating the details of this incident and will reply to me.
I have reiterated to them that Ms. Necitas G, who is a senior citizen will be flying back from Toronto to Manila this October 03 with flight no. AC 137 via Air Canada through Philippine Airlines PR 107 and demanded that these particular requests be closely monitored and be executed properly.
We hope that this event does not keep you from returning to our establishment.
We are very appreciative that you have taken the time to bring this to our attention we will do our part to be able to raise awareness to the airline involve towards their customer service.
Thank you for going to the trouble to write us.
Sincerely,
Fina asuncion
Jennelyn G
07/07 09:09 AM
To [email protected]. Ph
cc
Subject Complaint on service of PAL (Manila -Toronto flight via Air Canada) July 4 flight no PR 106 passenger name NECITAS G
To whom it may concern:
This is to officially file a formal complaint regarding the service rendered to my mother in-law whose a senior citizen boarded flight Manila to Toronto last July 4 with Flight no PR 106 thru Philippine Airlines via Air Canada AC 0132.
When we bought the ticket thru Travel PROS Megamall's agent named JONG, we highly specified that she's a senior citizen that she needs special assistance, a wheel chair, in terms of going thru the airlines and its connecting flight including the baggage, it is also her first time to board the plane. My sister in-law also confirmed at the check-in counter of Manila Airport that everything will be taken care of including my mother in law's baggage and she doesn't have to worry on that. But nothing happened to what we should have expected on the following;
1. She will be accompanied or thru wheelchair or assisted her where she could go in connecting flights at the Vancouver airport. The terminal is huge, she does not know where to go to, she was merely in TEARS...
2. Assistance in her baggage transferring to the connecting flight.
3. Even though she informed at the baggage area that she's a senior citizen that she was expecting that a personnel will assist her baggage to the connecting airline.
I have boarded other airplanes aside Philippines Airlines and this is not the customer service that I am expecting.
I WILL NOT TOLERATE THIS INCIDENT TO MY MOTHER IN-LAW or to any of my relatives.
I want our complete refund of our ticket for the inconvenience and traumatic experience that my mother in-law encountered. It is my regret that I have trusted this airline because I patronize it because I was once a Filipino. And I have boarded Philippines Airlines in going to different places in the Philippines We don't want to board this airlines AGAIN.
I highly appreciate your immediate response on this matter. You may reach me at (
Jennelyn G
Jenny
Mississauga, Ontario
Canada
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