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Philippine Airlines : Is This Bait And Switch?  
User currently offlineJasp25 From United States of America, joined Aug 2007, 615 posts, RR: 1
Posted (6 years 7 months 2 weeks 1 day 5 hours ago) and read 3762 times:

I have had bad experiences with Philippine Airlines in the past.

Today, it was much worse, and I need your comment, insights, or opinions regarding this.

I have an unused ticket on Philippine Airlines. Yesterday, I called to revalidate my ticket and was quoted by Philippine Airlines' reservations that it will cost me USD420.00 for the fee, penalties, difference in fare, taxes and other charges. Again today, before I gave them my credit card information, I called their 1-800 number and it was reconfirmed to me that it's USD420.00 total for the changes if I want to do it.

So I gave them my credit card information and only 30 minutes after, one of their ticketing agents called to inform me that the price was miscalculated by their reservationist and they want USD180.00 more.

Being the mistake was made by them and having them reconfirmed the price to me before I sent my payment information, I do not feel liable for their mistake and that they should pay for their mistake - not me. However, I feel that being just another customer, I am on the losing end if they won't honor, fix, and pay for their mistake. It's almost like calling American Airlines, United, or Delta to have your ticket changed, you give them your credit card information, and then you get a call from them half an hour later that you have to pay more because they miscalculated the price.

As for me, I will be spreading bad image about Philippine Airlines to my friends, family, and whoever I make contact with that is thinking about flying PAL.

What do you guys think about it? Is this a case of bait-and-switch? Or is it just in Philippine Airlines' culture that makes them feel OK to do business with the attitude of not upholding their words nor making themselves feel liable to their mistakes?


-Jasp

[Edited 2008-01-09 18:49:14]


-peace and chicken grease!
10 replies: All unread, jump to last
 
User currently offlineRyanair!!! From Australia, joined Mar 2002, 4753 posts, RR: 26
Reply 1, posted (6 years 7 months 2 weeks 1 day 5 hours ago) and read 3719 times:

There is nothing to it, it was an honest mistake. At least they bothered to call you up and asked if you still wanted to go ahead with it and not charge it regardless to your card without your aproval.

I think you should give PR the benefit of the doubt in this case. Perhaps I have a soft spot for them, BUT they are trying very much to improve themselves. Spread the bad word only if they had charged to your card without consulting you first. But not this in this instance.

There are more pressing issues to be peeved about in life...

Ryan



Welcome to my starry one world alliance, a team in the sky!
User currently offlineReality From United States of America, joined Apr 2007, 477 posts, RR: 0
Reply 2, posted (6 years 7 months 2 weeks 1 day 5 hours ago) and read 3700 times:



Quoting Jasp25 (Thread starter):
What do you guys think about it?

I presume they gave you the option to cancel your new booking and not pay the extra $180? If so, then just cancel and you don't have to pay the extra $180. Maybe if you book on a different day the fare will be lower and the "difference in fare" from what you paid originally will be less. That seems to be the real issue. There will always be a few hundred dollars to rebook. But it you book a flight that is not far in the future and which has a higher fare than you originally paid, then you will have to pay the difference--even if they misquoted it over the phone.

Apparently if you had used you ticket when you were supposed to there would not be a higher fare. Now, you are booking at a later date, fares for the day you want may be higher than what you originally paid, and there are cancellation/rebooking fees. That's normal. Nothing to complain about. It's better than loosing the entire value of your ticket. Just because they made a mistake in explaining it to you over the phone is not an issue. Now you know the real cost, and only you can decide what to do.

It might be wise to check the fares on the day you are flying and see if they are really higher than what you originally paid. If they are not, then you have a case not to pay the extra amount.


User currently offlineAnalog From United States of America, joined Jul 2006, 1900 posts, RR: 1
Reply 3, posted (6 years 7 months 2 weeks 1 day 4 hours ago) and read 3634 times:



Quoting Ryanair!!! (Reply 1):
There is nothing to it, it was an honest mistake. At least they bothered to call you up and asked if you still wanted to go ahead with it and not charge it regardless to your card without your aproval.

Would they have called back if the agent had quoted a higher fare by accident, or would they have just charged the higher (quoted) fare? Somehow I doubt the OP would have gotten a call back...

If a person or a company makes a promise or verbal agreement/contract, even honestly by "mistake", he/she/it should live up to the promise, within reason. $180 is within reason.

If a store marks an item's price by mistake, and that price tag is 30% lower than the "correct" price, I would expect the store to honor the lower price.

Quoting Reality (Reply 2):
Apparently if you had used you ticket when you were supposed to there would not be a higher fare. Now, you are booking at a later date, fares for the day you want may be higher than what you originally paid, and there are cancellation/rebooking fees. That's normal. Nothing to complain about

The OP isn't complaining about that.


User currently offlineAirlineAddict From United States of America, joined Jan 2005, 419 posts, RR: 1
Reply 4, posted (6 years 7 months 2 weeks 1 day 3 hours ago) and read 3603 times:
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$600 in change fees seem high. What's the penalty for a refund? $100?

[Edited 2008-01-09 20:51:25]

User currently offlineRyanair!!! From Australia, joined Mar 2002, 4753 posts, RR: 26
Reply 5, posted (6 years 7 months 2 weeks 1 day ago) and read 3501 times:

Analog,

Quoting Analog (Reply 3):
Would they have called back if the agent had quoted a higher fare by accident, or would they have just charged the higher (quoted) fare? Somehow I doubt the OP would have gotten a call back...

BUT the airline CALLED HIM BACK.

Quoting Analog (Reply 3):
If a person or a company makes a promise or verbal agreement/contract, even honestly by "mistake", he/she/it should live up to the promise, within reason. $180 is within reason.

Come on... I am assuming this happened in the Philippines. You are asking an employee to give up USD 180.00 which is probably going to come out of his or her pocket? Don't forget they do not earn as much as you do.

I am curious about yur user name. You don't happen to work for Analog Devices Inc in US, do you?  Smile



Welcome to my starry one world alliance, a team in the sky!
User currently offlineJasp25 From United States of America, joined Aug 2007, 615 posts, RR: 1
Reply 6, posted (6 years 7 months 2 weeks 14 hours ago) and read 3357 times:



Quoting Ryanair!!! (Reply 5):
BUT the airline CALLED HIM BACK.

Yes, the airline called me back but that was after it was a "done deal" with their reservations agent. Apparently, they have a different person that tickets exchanges and that person was the one that called me back and said "Hey, our representative was wrong and gave you a wrong price."

I expect businesses, airline and stores alike, to honor the price that they advertise or tell their customers. Can you imagine yourself going to a store and buy a pair of shoes with a tag of $80.00 and then when you get to the cashier, they'd tell you that it's actually $140???

In a local store, the store is liable for that price and they honor that advertised price. They don't tell you that you can't buy that certain product at that "advertised" price because it was miscalculated. I don't see any difference with the airlines.

Quoting Ryanair!!! (Reply 5):
Come on... I am assuming this happened in the Philippines. You are asking an employee to give up USD 180.00 which is probably going to come out of his or her pocket? Don't forget they do not earn as much as you do.

The issue here is not who's paying. The issue is that the airline gave a misquote. Whether it was an honest mistake or not, they should be liable for it. In my experience at work, I pay out of my own pocket if I miscalculate things. I never go back to my clients and say, "hey look, I miscalculated the price and it's actually higher now than what I quoted you.. so I can't give you the product unless you pay more. . . "
Shouldn't airlines be held accountable in this circumstance?

-jasp



-peace and chicken grease!
User currently offlineKL808 From United States of America, joined May 1999, 1584 posts, RR: 2
Reply 7, posted (6 years 7 months 2 weeks 14 hours ago) and read 3342 times:

Whats the routing in question and what class of service?

Drew



AMS-LAX-MNL
User currently offlineAnalog From United States of America, joined Jul 2006, 1900 posts, RR: 1
Reply 8, posted (6 years 7 months 2 weeks 12 hours ago) and read 3275 times:



Quoting Ryanair!!! (Reply 5):
BUT the airline CALLED HIM BACK.

Because they wanted more money from him. If the mistake had been in their favor, I doubt he would get a call or a corrected fare.

Quoting Ryanair!!! (Reply 5):
Come on... I am assuming this happened in the Philippines. You are asking an employee to give up USD 180.00 which is probably going to come out of his or her pocket? Don't forget they do not earn as much as you do.

No, I'd ask Philippine Airlines to eat the $180, just like a retailer would have to accept the "lost" money if they accidentally mark a product's price too low.


Quoting Ryanair!!! (Reply 5):
I am curious about yur user name. You don't happen to work for Analog Devices Inc in US, do you?

Nope, but I have friends who do. I've used their products (both as an end user and as a designer). The have great datasheets (usually) and free samples. My username has nothing to do with the company name, but they were created in the same spirit.


User currently offlineAnalog From United States of America, joined Jul 2006, 1900 posts, RR: 1
Reply 9, posted (6 years 7 months 2 weeks 11 hours ago) and read 3225 times:



Quoting Ryanair!!! (Reply 5):
I am assuming this happened in the Philippines. You are asking an employee to give up USD 180.00 which is probably going to come out of his or her pocket? Don't forget they do not earn as much as you do.

Should the employee pay? No. Employer? Yes.


User currently offlineJasp25 From United States of America, joined Aug 2007, 615 posts, RR: 1
Reply 10, posted (6 years 7 months 2 weeks 10 hours ago) and read 3177 times:



Quoting KL808 (Reply 7):
Whats the routing in question and what class of service?

Drew

Routing is SFO-MNL-SFO. It doesn't have anything to do with the class of service or the routing, Drew. My question and disappointment is when they misquoted me and them asking for more money after a supposedly "done deal".

Quoting Analog (Reply 9):
Should the employee pay? No. Employer? Yes.

 checkmark 

I 100% agree. The airline should pay for it. They should have errors and omission insurance.

-jasp



-peace and chicken grease!
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