I must say, up until this point in my journey, Philippine Airlines has been nothing but consistent (and consistency is a key factor in Skytrax ratings… watch out, Air Koryo, they’re coming for you!). After flying Philippine Airlines’ underwhelming A330 business class, I had an extended transit at Manila Airport (MNL).
My last transit in Manila was in early 2020, and it involved a terminal change, which ranks up there among the worst ground experiences in the world (and I don’t think I’m the only one who feels that way!). This time around I was arriving in and departing from Terminal 1, so I figured this would be a much smoother experience, and I’d even get to use Philippine Airlines’ flagship lounge.
On the plus side, this time around I didn’t have to take what felt like a city bus ride. But that’s about the only good thing I can say.
Manila Airport’s transit experience is really bad
Philippine Airlines is growing at the moment, and that growth is heavily centered on international transit passengers. Typically when you’re transiting at the hub airport of an airline, international transit is relatively smooth and streamlined. After all, airlines want you to have a good experience, and easily make your connecting flight.
Well, as I got off my Philippine Airlines flight, I immediately saw a really long line. “Wow, immigration looks rough tonight,” I thought. As it turns out, that was actually the transit security checkpoint for international passengers.
There was a single metal detector and scanner at the transit security checkpoint. How on earth is that sufficient? It took roughly 40 minutes from the time I deplaned to being through transit security, which is a mighty long time. That just feels totally unnecessary.
Once through transit security, you have to drag your bags up a set of stairs, as there are no elevators there. That didn’t bother me personally, but how terrible to think that this is also how seniors are treated (those in wheelchairs get a separate area with an elevator, but that’s it).
Then I tried to find Philippine Airlines’ lounge. I followed a signage in the direction of airline lounges, which led me to the PAGSS Lounge. I couldn’t find the Philippine Airlines lounge, so I asked someone, and was pointed in the other direction.
It took me a good 10 minutes to find the lounge, as there’s barely any signage for it. The below two signs are easy to miss as you’re walking down the concourse, and if the word “LOUNGE” were written any smaller, it would be invisible. Why make the word “MABUHAY” so big, but not the key detail, which is that this is a lounge? Initially I thought that sign was also related to the Australia flights.
Then you take an elevator that feels like it’s about to fail an inspection, before finding yourself in the lounge.
Okay, I figured after all of that, I’d at least be in for a good experience! Well…
Philippine Airlines’ Manila lounge has some issues
Once in the lounge, my first order of business was finding an open seat, which was nearly as challenging as Global Airlines getting an air operator certificate. 😉 Frustrating as that is, it’s all too common at lounges nowadays during peak periods, so I’ll hardly ding the airline for that.
Eventually I lucked out, and plopped myself down next to someone watching stuff on his phone without headphones. I then tried to connect my laptop to the Wi-Fi. I found the Wi-Fi network and password, and I connected, though the internet just didn’t work. I’m not great with tech, but I’m also not a total moron, so I felt like something was off. So I went to the lounge’s front desk to ask if the Wi-Fi was down.
The answer? “Actually sir, we have a problem where laptops from other countries can’t connect to our Wi-Fi.” I know she’s just the messenger… but… like… does someone think that should be something that gets addressed… or…? Also, how is that even a thing?!?! At first I was skeptical of her explanation, but sure enough, my phone connected, but not my laptop. Ironically, the free Wi-Fi in the terminal (the signal of which doesn’t extend to the lounge) works just fine with laptops.
Next, this lounge has the ambiance of a live auction. Philippine Airlines, can you raise your fares by $10 and just have a “no announcement” policy in the lounge? My gosh, it was boarding announcement after boarding announcement.
We’re not just talking about an announcement here or there, but I’m pretty sure the lounge attendant was paid by the word. Boarding for the Melbourne flight was called on four separate occasions. And each of those occasions had a repeat, with “once again…”
If you’re going to make an announcement in the lounge every two minutes, could we maybe cut out the unnecessary language like “please prepare yourself and gather your belongings,” “bring your boarding pass and passport,” and “the heart of the Filipino?” I eventually just went to sit in the (crowded) gate area, and thought to myself “ahh, it’s so nice and quiet here.”
Anyway, I wish I had the confidence that Philippine Airlines has, having little QR codes all over the lounge, asking guests for feedback on the ambiance, seat availability, and Wi-Fi…
Bottom line
Unfortunately my Philippine Airlines experience has left a lot to be desired so far. My A330 flight was pretty rough, while the Manila ground experience just outright sucks. I understand a lot of stuff is controlled by the airport and not the airline, and airport infrastructure is complicated, so all of this is certainly not the carrier’s fault.
But the lounge sadly isn’t much better. Like, you have Wi-Fi that reportedly doesn’t work with foreign laptops (however on earth that works), and the lounge attendant informs a guest of that with a straight face, as if that’s normal?
Anyway, maybe things will get better onboard the A350-1000. Hopefully the Philippines doesn’t pull an Egypt on me here…
What do you make of this Manila Airport situation?
With the exception of Terminal 3 (which I've only done the one time I was not flying PAL)... MNL is and has always been a terrible airport. As I'm not nearly cool enough to earn status and/or points for lounge access, I do admit to a tiny bit of schadenfreude knowing that even the ostensibly posh lounges of MNL are just as miserable as what us lowly commoners deal with at MNL T1.
PAL is expected to be moving to NAIA Terminal 3 by next year. NNIC, the operator actually said in an article a few weeks ago that PAL can move as early as February 2027, and will temporarily host the International and Domestic passengers while theres construction on NAIA Terminal 5; NAIA 2's extension
Shocked by the survey responses from the famously non-confrontational Ben
That was a terrible transit experience. Part of that was bad timing though: NAIA Airport is shuffling airlines between terminals and PAL’s international flights will move to Terminal 3 (as early as Oct 1), so PAL won’t invest in a lounge and NAIA won’t invest in transit for this temporary set up. Fingers crossed, this will improve the PAL international-to-international transfers. International-to-domestic transfers will still be from terminal-to-terminal though…
NAIA has operated for more...
That was a terrible transit experience. Part of that was bad timing though: NAIA Airport is shuffling airlines between terminals and PAL’s international flights will move to Terminal 3 (as early as Oct 1), so PAL won’t invest in a lounge and NAIA won’t invest in transit for this temporary set up. Fingers crossed, this will improve the PAL international-to-international transfers. International-to-domestic transfers will still be from terminal-to-terminal though…
NAIA has operated for more than 10 years beyond its design capacity. The new, private operator has made many small, common sense changes at the airport, so the overall situation is improving…
MNL T1 lounges are all dire. You're far better off heading for the Little Flower Cafe - a way better experience. There's also a Starbucks, although the seating area can get busy. For a better experience, always use an airline operating out of T3, and ensure it's negotiated access to the relatively new First Meridian Lounge, which is only open to ticketed business class passengers with selected airlines and with no access for CC/Premium/Dragon. Again...
MNL T1 lounges are all dire. You're far better off heading for the Little Flower Cafe - a way better experience. There's also a Starbucks, although the seating area can get busy. For a better experience, always use an airline operating out of T3, and ensure it's negotiated access to the relatively new First Meridian Lounge, which is only open to ticketed business class passengers with selected airlines and with no access for CC/Premium/Dragon. Again the alternate lounge options at T3 are dire and honestly you're better off grabbing something from Bo's Coffee and finding a spot at the gate. I've been in PH for 12 years, traveling every 6-8 weeks.
One of the worst Airports in the World--- the irony is that Filipinos defend the horrible service as normal because everything is done poorly in the Philippines 🇵🇭
MNL Airport is absolutely horrible to travel through
It's a fair point, but when many of the workers are "showering" at home from a bucket & "tabo", they can't know any better from their own experience. It's the key reason plumbing repairs are seldom done well or at all in PH - plumbing simply isn't a thing for many. A typical bathroom is simply a wet room with tap/faucet and bucket. Many lack a flush loo too, more typically a bare toilet bowel...
It's a fair point, but when many of the workers are "showering" at home from a bucket & "tabo", they can't know any better from their own experience. It's the key reason plumbing repairs are seldom done well or at all in PH - plumbing simply isn't a thing for many. A typical bathroom is simply a wet room with tap/faucet and bucket. Many lack a flush loo too, more typically a bare toilet bowel (no flip seat) and flushing is the same bucket you wash from. It was a struggle to upgrade my adopted family from this level and have them actually appreciate, use and more importantly maintain better facilities. When you home gets washed out or even destroyed annually by typhoons, this kind of investment seems pointless to many. Sure there's a developing middle class, but this stuff is deeply embedded in the culture.
Not good.
NAIA has never been good, though I am pretty certain it has been worse before. As for the lounge noise, noise cancelling works wonders but half the review would be missing also then. And do not get me started on US security lines, frequently worst in the world for those of us who cannot get TSA pre or clear. Glad to see US travelers get an authentic cr@p experience abroad from time to time, to see what we have to endure.
My thoughts exactly. Going through U. S. security for the average person from abroad is like getting a colonosocopy without the sedative.
Ben, you kvetch about standing in long lines to get transit. Oh, you mean like standing in long lines to gain entry into U. S. lounges.
Of all people, you should know that every country has ups and downs while traveling.
The experience I had for a MIA-MAD security line was laughable. A scanner from the 80s. I was flying J and was told No fast track, like wth. Whilst I was waiting I couldnt help admire that this would not look out of place in Burundi.
I'm shocked that people tolerate and accept long lines as norm.
MNL sucks.
MIA sucks.
One is not an excuse for the other.
Ha! I am headed to Manila now, transiting through Narita on JAL, which was so seamless, I did not even know I had done so!
On my return to the US I begin my trip on PAL, and based on your review, I will absolutely skip the Mabuhay lounge.
In contrast, I am in the JAL Sakura lounge, which is a bit noisy in the dining area, but there are many quiet zones...
Ha! I am headed to Manila now, transiting through Narita on JAL, which was so seamless, I did not even know I had done so!
On my return to the US I begin my trip on PAL, and based on your review, I will absolutely skip the Mabuhay lounge.
In contrast, I am in the JAL Sakura lounge, which is a bit noisy in the dining area, but there are many quiet zones to retire to. And the food and drink are nourishing and superb. The service is impeccable, of course.
And PAL will be OneWorld in a year. Hard to believe, since its more LCC than OW carrier. I can assure you that Filipinos who have OW status who can travel on Cathay or JAL rather than PAL will do so.
hmm... seems @ Darryl Macklem is the Tim Dunn of PAL!
100%, although it’s deeply unfair to compare Delta with the pathetic fiasco that Ben describes in this report. If PR wants to play in the big league with the likes of JL, NH, SQ, and CX, they have a vast amount of work to do. Likewise MNL is not in the race of competing with BKK or KUL right now, let alone Changi or Chek Lap Kok. Face it, Daryl.
I’m fairly certain PAL has CCTV footage proving you were enjoying yourself in that lounge. Kindly cease this libel before the tapes are released.
So you're suggesting MNL will be pulling a CAI on Ben.
As you can see, some people don’t realize that the Terminal 1 lounge situation and overcrowding is substandard. It’s easier to claim libel than fix the problem (which, as proven by the new lounge in terminal 3, can be done in just a few months.)
The lack of WiFi connectivity was probably attributable to a single router for 200+ passengers. The explanation you got? Its the sort of thing you expect to hear at...
As you can see, some people don’t realize that the Terminal 1 lounge situation and overcrowding is substandard. It’s easier to claim libel than fix the problem (which, as proven by the new lounge in terminal 3, can be done in just a few months.)
The lack of WiFi connectivity was probably attributable to a single router for 200+ passengers. The explanation you got? Its the sort of thing you expect to hear at MNL.
The single security checkpoint was ok before Terminal 1 turned into an international transit point, but funneling passengers to the newly expanded check point upstairs would address the situation.
Everything you mentioned is fixable, but the question remains, when?
Apart from the queues, it seems like a pretty standard bad airport experience? I mean, it's bad but not exceptionally bad.
Lounge signage is generally problematic in my experience, at many airports. I imagine it's low priority for airports due to it being irrelevant to the vast majority of passengers. It took me something like a dozen flights at CPH before I stopped losing my mind trying to find the SAS lounge each time I was there, lol.
I was just at T2E Hall M at CDG and had a terrible time finding the Air France lounge. It’s like they hide them.
The transit seems no worse than major European hubs - LHR in particular is abysmal - and U.S. airports. Oh wait! No U.S. airport offers a sterile transit experience. Now that’s laughably bad.
Still looks better than all the airports around DC.
"Laughably bad" according to who, of any significance?
No US airport (in particular the 4 US gateways with facilities for sterile international passenger transit) has petitioned the government for exemption to use them, in more than 20 years. And if you have evidence of some US airline expressing an opportunity cost in not offering SIT to passengers, feel free to present it.
Yep - mine. Mine is the only opinion which matters to me.
Let’s go one step further - US airports are a disgrace and a sore first impression to international travellers. Probably better to use the tunnels to the south since they offer a superior immigration experience.
"Yep - mine. Mine is the only opinion which matters to me. "
Meh, at least you seem self aware enough to grasp just how insignificant that is, in regard to: everything else.
Because no airport nor airline gives a squat about that, since (other than east Asia to South America) there's very few i2i connections via the USA that do anything more than pointlessly burn more fuel, at lower yield, than a nonstop.
Seems to matter enough to you to keep responding! Frankly I’m flattered. Must be so sad living in your head seeking validation from the outside and having little perspective nor opinions.
Love how the US airlines and airports offer so little yet when any foreign airline is interested in fifth freedom flights through the US, everyone is suffering in a frenzy. Good thing the domestic airline market dominates in the US. Otherwise neither the airlines...
Seems to matter enough to you to keep responding! Frankly I’m flattered. Must be so sad living in your head seeking validation from the outside and having little perspective nor opinions.
Love how the US airlines and airports offer so little yet when any foreign airline is interested in fifth freedom flights through the US, everyone is suffering in a frenzy. Good thing the domestic airline market dominates in the US. Otherwise neither the airlines nor the majority of airports would survive. Not that it would be a big loss to my area around DC - shudder to call any of them airports instead of a bus station.
What’s either of your points? It’s well known that airports in the US are little more than bus stands. Everyone’s seeking a bargain. Comparison to any US airport is hardly aspirational.
To be fair... I flew through ICN 3 times in August and the first time (which was an international to international transit) was the same exact experience as this in every way, except the security line was even longer. I had just over a 2 hour layover and the security line took over an hour and a half. Bad combo of multiple flights arriving at the same time, limited machines open, and just general chaos....
To be fair... I flew through ICN 3 times in August and the first time (which was an international to international transit) was the same exact experience as this in every way, except the security line was even longer. I had just over a 2 hour layover and the security line took over an hour and a half. Bad combo of multiple flights arriving at the same time, limited machines open, and just general chaos. The next two times were incredibly seamless though, so wonder if there's any chance you just got unlucky?
I have flown through MNL enough times to know it's awful, but I've read that it's been much improved lately....
“It took roughly 40 minutes from the time I deplaned to being through transit security, which is a mighty long time. That just feels totally unnecessary.”
Interesting commentary. That’s what I also thought about every US security line before I got TSA Pre. 😂 40 minutes is hardly long by US standards, even in 2026. Especially in Miami.
US standards are hardly aspirational :) There's a reason why many of us go great lengths to avoid connecting there.
Forty minutes is exceptionally long by US standards. I don't have pre and it usually takes under 15 minutes to clear security which is why I haven't bothered getting pre despite having multiple cards that reimburse the fee
The U.S. immigration at JFK is horrible. They treat even their own like cattle with unending lines. Was actually a privilege to arrive as an international traveller and get through in fifteen minutes while secretly gloating at the desperate looks being offered by the locals who were just not moving forward.
There are a number of challenges at MNL but in fairness they have been making significant improvements over the past 2 years. At the moment, these improvements have been primarily seen at T3, and compared to a couple of years ago, the T3 experience is much better and in my opinion better than some of the other airports in SE Asia. As an example, the First Meridian Lounge experience is quite impressive. The Grab pick...
There are a number of challenges at MNL but in fairness they have been making significant improvements over the past 2 years. At the moment, these improvements have been primarily seen at T3, and compared to a couple of years ago, the T3 experience is much better and in my opinion better than some of the other airports in SE Asia. As an example, the First Meridian Lounge experience is quite impressive. The Grab pick up process has been completely streamlined so that there is a dedicated pick up area with properly numbered posts. The food court Area has been completely revamped. I hope it is only a matter of time before these types of improvements come to T1 as well, but I do feel things are on the right track.
Do you work for San Miguel?
Grab picking location is in a hot humid gross parking lot with no working Wifi.
Food has been improved? Gross San Miguel branded hot dogs. They removed the Burger King which is an improvement over what was replaced.
San Miguel forced the Cathy Pacific and Singapore Airlines lounges to close. They also closed all the priority pass lounges.
No, I don't work for San Miguel but simply trying to give credit where credit is due. Having used NAIA over the last 10 years, the changes being made are an improvement. Is it perfect? No. But on the right track in my opinion.
Hoo boy. Taking the new ORD-MNL flight in November, followed by MNL-MEL and SYD-MNL, then back to ORD. That's about 50 hours of flight time on PAL. Wish me luck!
It's weird, because my recent self-transfer at T3 was very pleasant. Unusual for the home carrier to have much the worst of it at their own hub.
That's why we refer to the Philippines as the land of the not quite right.
@Ben. You are in danger of being declared Persona Non Gratis in Philippines. You are lucky. This happens often to foreigners who criticize the quality of their fruit or complain about a giant 3’ deep hole in a street repaired with a 6’ tall barrel in it. Your car hits the barrel instead of dropping into a hole. Yes, these foreign complainers were declared Persona Non Gratis and kicked out of the country.
If those persons were not gratis, how much did they cost?
This put a smile on my face this morning. Thank you Mr Name.
At least many of the especially younger Filipinos, working in tourism, speak decent English. We were surprised just how poor most Thais were at English.
I have a policy that people won’t be getting many tips from me if they don’t make an effort to speak the global language. Age of internet and YouTube means everyone outside China should speak or understand English. Simple as that.
You do you, but not sure why you'd expect Thai hospitality staff to all speak English, given that the top 6 countries for tourism into Thailand are:
1) China
2) India
3) Russia
4) Vietnam
5) South Korea
6) Taiwan
The highest Engllish-speaking country was the UK in 9th place. (No, I don't count India as an English-speaking country)
Also, you're doing everyone a favour if you don't introduce American tipping culture into the rest of the world.
I've never had a problem communicating in English in major Thai cities. Perhaps you come off as rude or vulgar which will affect the level of attention you receive in Thailand
Many Thais speak English. You were pegged as someone not worth their time, and your childish attitude reveals why. I suspect you suffer from your own behavior in your own country, too, and wonder why everyone is so "rude" to you.
MNL Airport First Meridian Lounge in terminal 3 is pretty nice, very good decor and amenities (golf simulator, cafe + bakery, showers) and view. Didn't sample the F&B b/c we came to the airport after dinner for a late-night flight, but offerings looked good, comparable to Delta's U.S. lounges.
First Meridian Lounge was available to us as OW Sapphires flying JAL in Aug. 2026. Hopefully OW flyers will keep access to the lounge once PAL...
MNL Airport First Meridian Lounge in terminal 3 is pretty nice, very good decor and amenities (golf simulator, cafe + bakery, showers) and view. Didn't sample the F&B b/c we came to the airport after dinner for a late-night flight, but offerings looked good, comparable to Delta's U.S. lounges.
First Meridian Lounge was available to us as OW Sapphires flying JAL in Aug. 2026. Hopefully OW flyers will keep access to the lounge once PAL joins OW. AI says it's currently open to business/first class and elites for Cathay Pacific, Singapore Airlines, Emirates, JAL, Thai Airways, Qatar Airways, KLM, and Vietnam Airlines.
MNL Airport First Meridian Lounge in terminal 3 is pretty nice, very good decor and amenities (golf simulator, cafe + bakery, showers) and view. Didn't sample the F&B b/c we came to the airport after dinner for a late-night flight, but offerings looked good, comparable to Delta's U.S. lounges.
First Meridian Lounge was available to us as OW Sapphires flying JAL in Aug. 2026. Hopefully OW flyers will keep access to the lounge once PAL...
MNL Airport First Meridian Lounge in terminal 3 is pretty nice, very good decor and amenities (golf simulator, cafe + bakery, showers) and view. Didn't sample the F&B b/c we came to the airport after dinner for a late-night flight, but offerings looked good, comparable to Delta's U.S. lounges.
First Meridian Lounge was available to us as OW Sapphires flying JAL in Aug. 2026. Hopefully OW flyers will keep access to the lounge once PAL joins OW. AI says it's currently open to business/first class and elites for Cathay Pacific, Singapore Airlines, Emirates, JAL, Thai Airways, Qatar Airways, KLM, and Vietnam Airlines.
Was very disheartened when I learned that the CX Lounge would close before our flight out and the airport's other lounges were generally terrible, so was pleasantly surprised by First Meridian.
REALLY????? This is a JOKE!!! The Cathay Pacific Lounge was 10 times better than the First Meridian Lounge. The corruption flex to shut down all the good airline lounges in T3 to make way for the subpar single Meridian Lounge was just wild!!!!!
Describing the FML as "subpar" is wild. I didn't have the pleasure of visiting the Cathay lounge in MNL, but I'd rank the FML lounge ahead of any outstation or contract lounge I've been to.
Agreed. I always relished the quiet calm of the Cathay Lounge after the raucous chaos of MNL. And the helpful CX staff at the desk who proactively asked if you wanted to be rebooked on a connection. And the noodle bar. But no longer. Perhaps one day there will be a combined tranquil OneWorld lounge at NAIA.
Yes, the FML is excellent. I asked the desk for the current list of airlines with access when I was there yesterday:
Air Canada
Air China
ANA
Cathay
Emirates
Ethiopian
JAL
KLM
Singapore
Qantas
Thai
Vietnam
United
Macau
Juneyao
Shenzhen
mickyb obviously works for San Miguel
Maybe even could be that pathetic CEO of San Miguel writing the comments here.
Yup, you've got me. And here I was thinking that being the fifth-most active participant on this site was going to be a good cover :-(
No, what it shows is that you have very little experience in lounges! You never went to the Cathay Lounge? OK, you have little to reference your 'excellent' award for the Meridian lounge. Maybe your frame of reference comes from Priority Pass and Miracle Lounges, none of which are 'excellent'.
Lol. I need to have visited one specific lounge in order to cast judgement on another?
I preferred it to the Cathay lounge at LHR, is that enough relevant experience for you?
"Shit Hole airline & Country"according to Trump. People are Great,I work with them all the time. you have to be careful though!
@Lucky, this is helpful and disheartening at the same time. I have a similar trip planned early next year, JFK-MNL...as I was looking forward to trying their A350-1000, and lounge. If the experience is that bad, I think I'll reassess.
Newest Oneworld airline soon enough or all too soon. Starlux where are you??
You're probably going to be banned. Like Egypt. Hope there's no hidden camera video of you in the lounge.
Ben,
Just be glad that PAL international flights now use Terminal 1. Previously PAL used Terminal 2, which was infinitely worse than Terminal 1.
Awful city, awful airport and awful airline. It’s sad as the Philippines is a beautiful country and Philippino are really nice people
Cebu airport is a dream. Airside transit. Modern. Kind staff. Very quick immigration.
Aerotel and waterfront hotels.
Many shops and places to eat. A hair salon
When I transited airside at CEB, from international to domestic, we were held in limbo for a fair amount of time (45-60 minutes, maybe?) while they did something with our hold luggage. Some kind of security thing. Maybe not the airport's fault, but it was hardly ideal.
Philippine airlines has some pretty attractive one stop fares getting to/from SE to E Asia. I’ve considered but never done one these reviews make me think I’ve been making the right choice
Just think, if you took advantage of the status match, those lounge complaints could have been submitted by a Mahubay elite member!
Love the people who are some of the nicest in Asia, but as you pointed out, the country barely functions. I pray the situation improves for the people there one day.
You should cover the other terrible MNL situation, where they forced CX to close their MNL lounge because of the airport operators. Completely downgraded the experience.
Same with the SQ Silver Kris lounge and TK contracted with the PAGGS Lounge instead of at least the First Meridian 😒
Feels like a TK problem. The FML lounge is far better than the SQ lounge was, presumably they just need to stump up the cash for it.
Look, I'm not going to pretend that transiting through Manila Terminal 1 is akin to spending an afternoon at Singapore Changi, because clearly it has its friction points. But calling the ground experience "laughably bad" over a single busy transit security queue and some loud boarding announcements is a bit dramatic, no?
The review is basically judging an entire flag carrier's hub operation by one transit during peak hour. It conveniently glosses over the fact...
Look, I'm not going to pretend that transiting through Manila Terminal 1 is akin to spending an afternoon at Singapore Changi, because clearly it has its friction points. But calling the ground experience "laughably bad" over a single busy transit security queue and some loud boarding announcements is a bit dramatic, no?
The review is basically judging an entire flag carrier's hub operation by one transit during peak hour. It conveniently glosses over the fact that airport infrastructure and security checkpoints are under the control of the Manila airport authority rather than the airline itself. Expecting a carrier to magically rebuild T1’s terminal layout or tear down staircase walls on the spot is completely unrealistic.
And this is where I think the PAL bashing gets a little gregarious. PAL has been operating out of a severely constrained hub for decades and still manages to connect millions of international passengers across a massive global network. You dont have to love every single boarding announcement to acknowledge that ground staff making sure passengers actually catch their flights to Melbourne isn't a crime.
There’s also the matter of the Mabuhay Lounge itself. Sure, the laptop Wi-Fi quirk is frustrating, but it's a dedicated space providing hot food, seating, and full departure coordination in a terminal that is notoriously capacity-constrained. At least the feedback o the gate area was positive?
PAL isnt perfect. No airline operating out of MNL is. But there is a massive difference between pointing out that Terminal 1 needs modernization and framing the carrier's whole ground product as a failure because an elevator felt old or a sign wasn't big enough. Maybe the fair conclusion is simply that Manila Airport needs infrastructure upgrades. Thats a much more reasonable take than blaming the airline for things well outside its control.
This is the second time you have used the word gregarious (which means talkative) incorrectly. Please discontinue use of the word until further notice
Jim, I meant to write egregious, not gregarious.... autocorrect got the better of me there. Now that aside, the core argument still stands, which is of course taking a single under four hohr sector or peak-hour ground transit and turning the drama up to 11 to slam an entire carrier's reputation remains unfair !
Have you tried being egregiously gregarious?
Have you tried being egregiously gregarious?
Heard you the first time.
What I wanted to learn from Ben was the comfort and availability of gate seating. As in the U. S., gates are often better than standing in line for a lounge availability.
"basically judging an entire flag carrier's hub operation by one transit"
First impressions matter.
And Ben actually did it before, he even said it. So does many other passengers.HE
I'm not sure any of what you said matters. When a consumer picks an airline, or when someone reads a review of an airline, what they care about is the experience of flying said airline (and for many that need to connect, the experience of connecting at the hub). Regardless of what excuse one finds for PAL (legitimate or not), the fact of the matter is the overall experience is poor and most absolutely should avoid it if they can.
Blink twice if Marcos is holding you hostage, three times for Duterte.
Fantastic domestic politics riff, sir!
Yes, that’s exactly right. Judging the carrier by the transit experiences it provides. It’s abysmal. The WiFi isn’t a quirk. It’s an error within the airline’s control. The announcements are obnoxious and within their control. The signage is within the airline’s control. I’d say the carrier provides a gregarious ground experience!
@Darryl. You put lipstick on a pig. Bright red lipstick.
While I think that this comment seems to invite a little bit too much lenience towards the airline, I can't recall having seen many blog posts here lambasting any US-based carriers for offering connections via airports which require international transit passengers to cross passport control and, in many occasions, even obtain visas so that they're allowed to take a connecting flight.
Welcome to the Philippines 😂
NAIA is horrible, but also customer service is virtually non-existent here.
Well no.... it's actually exactly the opposite of what you're saying... you can criticize the dated infrastructure, the long lines, or the tight layouts all day long - fine - but there’s a reason the global CX and BPO market relies on the Philippines for over 40% of the entire world's customer support, 1.9 million people and $40 billion in service exports. That doesn't happen in a country with "non-existent" service; it happens because Filipinos...
Well no.... it's actually exactly the opposite of what you're saying... you can criticize the dated infrastructure, the long lines, or the tight layouts all day long - fine - but there’s a reason the global CX and BPO market relies on the Philippines for over 40% of the entire world's customer support, 1.9 million people and $40 billion in service exports. That doesn't happen in a country with "non-existent" service; it happens because Filipinos consistently rank among the highest globally for customer satisfaction, empathy, and service delivery metrics. Try again.
Darryl, but BPOs are not here because the Philippines is the apex of customer service. They are here because Filipinos speak superior English to Indians, and Filipino accents are overwhelmingly preferred by westerners over Indian accents, and because Filipinos are trained via their education system to not think creatively and thus they thrive in a repetitive SOP-driven environment.
Either you're Filipino, I'm guessing this is most likely, or you've never been to the Philippines.
I...
Darryl, but BPOs are not here because the Philippines is the apex of customer service. They are here because Filipinos speak superior English to Indians, and Filipino accents are overwhelmingly preferred by westerners over Indian accents, and because Filipinos are trained via their education system to not think creatively and thus they thrive in a repetitive SOP-driven environment.
Either you're Filipino, I'm guessing this is most likely, or you've never been to the Philippines.
I love the country btw. I've lived here for years now. But any local who has been abroad will tell you how awful customer service is here. Any transaction entails standing in line with representatives/cashiers who move at a glacial pace, any more complex transaction like getting internet or a SIM entails massive red tape and queues.
The only way you can live here is to learn to laugh it off.
I’m guessing since you didn’t mention the food and drinks, it’s nothing to write home about?
I'll beat Ben to this.
Those should come in as a separate review.
This is just a delayed quick summary trip updates.
Stay tuned.
"I wish I had the confidence that Philippine Airlines has, having little QR codes all over the lounge, asking guests for feedback"
@Ben
Another rookie mistake.
You assume someone is actually monitoring the feedbacks.
PAL… is not your pal.