Customer Relationship

Customer satisfaction reflects the expectations and experiences that the customer has with a
product or service. Consumer expectations reflect both past and current product evaluation and user
experiences.

Thus, the Philippine Airlines, Inc. (PAL) is committed to providing the total quality travel
experience to all our customers. They endeavor to create a product that would make them truly proud and
their customers satisfied. Their aim is to accord their customers an experience which they would
remember it by, through a consistent effort to enhance the service delivery and regular trainings of their
employees. They constantly try to improve their current systems and policies with of course their
customers in mind. Their commitment to deliver the service expected of them and which their customers
rightfully deserve is a primary and foremost goal.

Accordingly, they are now looking to optimise their digital and mobile experience across the
customer journey. For example, they continually audit their website speed and content, and they will be
working with tools like accelerated mobile pages and a Progressive Web App to ensure online flight
bookings are a simple and seamless process. They also regularly undergo training on Google Ads and
Google Analytics and participate at the annual Airlines@Google Summit, and soon will be using
customer relationship management (CRM) tools to better understand our passenger experience better and
our customers’ lifetime value. That way, they can ensure our customers have the best possible digital
experience at every step of their purchase journey.

 Lowest Fare Offered - Lowest published fare would depend on date/time of booking, ticket
validity, flight and class of service requested.
 Notifying Customers of Known Delays, Cancellations, and Diversions - always endeavor to
bring you to your final destination as scheduled.
 Baggage Delivery – always endeavor to make their customers and their baggage travel together.
 Expeditious Processing of Refunds - They will ensure that, subject to ticket restrictions,
refunds are processed once PAL receives a complete set of required documents.
 Accommodation of Passengers Needing Special Assistance - Our commitment to provide the
total quality travel experience to our riding public will never wane regardless of whether or not
a passenger may have special needs and/or a disability.
 Customers’ Essential Needs During Lengthy Tarmac Delays - We have a Contingency Plan
for Lengthy Tarmac Delays, aimed at minimizing the inconvenience caused by such delays.
 Oversale of Flights - As an industry practice, airlines can overbook their flight to serve as
buffer for confirmed passengers who do not show up for their flights. This is what we call a
Denied Boarding Situation.
 Responsiveness to Customer Complaints - PAL will respond quickly to customer
complaints. It is available in their website, www.philippineairlines.com.

Values:

 Convenience of saving time and effort during the purchasing process;

 Lowest Fare offered