So my husbands PAL flight was cancelled yesterday afternoon. Okay. Being a frequent traveler, delays and cancellations are almost routine to him and hes one cool dude who loathes to raise his voice in anger as much as possible. But what grated on his nerves - having started his airline career as a PAL passenger ground crew - is the nonchalant albeit frazzled and careless way the current outsourced supplier of PALs ground passenger service handled the situation. They were grossly disorganized, inept and failed to communicate to the passengers what were the causes of the delays as they happened. Checking in was a chaotic nightmare to begin with but, shockingly, this annoying bit wasnt even the cause of the cancellation. Heres what my hubby was able to piece together after the event. There was a domino effect. First, the plane came late. Second, after they boarded an hour later than their estimated time of departure (ETD), the plane got stuck in the tarmac for another hour during the busiest time. Third, they missed the window in which a plane can take off from Manila in order to meet the no takeoff after sunset rule in the Sibulan airport. FLIGHT CANCELLED AT 6 PM. Passengers deplane. No ground crew meets them at the building where they alit to tell them where to go and what to do. At the carousel, passengers were claiming their luggage with no idea what to do next. PAL ground crew appear much later. Passengers were ushered to counters where they could sign up for either their waiver (not to be billeted and collect their measly P1,000 which would hardly cover the cost of a decent hotel let alone a substantial meal) or their hotel accommodation and hot meal. My husband opted for the cash because we lived nearby and he had an inkling of the anarchy that would ensue if he chose differently because the other passengers were visibly irate and spoiling for a fight. The passengers who opted for the accommodation reached the hotel lobby at 8:30 PM, entered their rooms after 10 PM. They were awakened at 2:15 AM today for their special flight scheduled to depart at 5 AM. When the passengers of this special flight reached the gate around 4:15 AM, there was a Dumaguete signage hanging at the gate. By 5 AM, the special flights ETD, the signage was taken down WITHOUT EXPLANATION or any announcements from the PAL ground crew. By 5:30 AM, a fuming passenger went to the counter and shouted at the crew asking that they explain what happened to their flight. Weary, sleep-deprived passengers applauded. Finally, the crew announced that the special flight was (obviously!) delayed. My husband didnt hear any explanation why flight was delayed though. By 6 AM, passengers were on board the plane but the plane didnt leave because 7 passengers couldnt be located. Some passengers raised hell already saying there were rules on waiting (usually 15 minutes) for late or missing passengers. Finally, the plane took off past 7AM and reached DGT at 8:30 AM. Now, please tell me PHILIPPINE AIRLINES, if this incident and others similar to this, these past few days, is worthy of us referring to you as our national carrier. SHAME ON YOU.
Posted on: Wed, 02 Apr 2014 03:03:45 +0000
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