Verdaderamente, my most recent PAL experiences (going to and coming from Hong Kong) were both very pleasant.
On the PR300 flight last June 4, 2011, I had a long chat with the very accommodating purser, Luchy Lopez. Naturalmente, I told her of the horrendous experiences I have had in most of my PAL flights. Nos reiamos todo el tiempo!
On my return flight via PR307 (June 6, 2011) it is again well-worth mentioning that from the purser, Yance Sarza, completamente a los todos miembros de tripulacion, they were all very warm and friendly. The very pleasant Romeo Villavicencio was hospitable all the time, while Leeza Pigao and Agatha Herrera, aparte del hecho que fueron muy bonitas, were smiling all the time. I was muy cansado when I boarded my flight and I was my usual bichesa self but all that melted away as the crew were nice, nice, nice!
Lesly Robinovich, who was as svelte as she was graciosa, was kind enough to keep on giving me coffee (the food, as expected, was repulsive so I just had coffee and the butter cake from Bizu).
In a previous blog post, I have said that perhaps I will never tire of lambasting PAL. Que ba! I fly around 50, 0000 miles with them annually so I feel that someone should let them know how they can improve their service, di ba?
In the same token, commendations should be given when the same is in order.
My "hatingest" purser, Beth Lopez, has retired. PAL is certainly better-off without the punetera! However, my next least liked purser, Didi Rodriguez, is still flying. Oh well ...
Por lo menos, no todos los huevos son podridos=)
Showing posts with label PAL. Show all posts
Showing posts with label PAL. Show all posts
Tuesday, June 7, 2011
Tuesday, June 29, 2010
Dreadful Trip
Here we go again ...
I just arrived from Singapore. On the flight back , PR512, I had what I would probably consider as my worst Philippine Airlines (PAL) flight by far ...
This is what happened:
About half an hour after take-off, we were served dinner. The flight attendant, GINA DREYFUS asked: "We have beef and fish. Would you prefer beef caldereta or fish escabeche?"
Since I only eat escabeche if it comes from my kitchen, I went for the beef caldereta.
For those who are not familiar or for those who have not noticed, the Fiesta Class (Economy) food tray that they give typically consists of a salad, a bread, a slice of postre, a cup and your plastic eating utensils sealed in a plastic bag. This is standard; the entree plate is added to your tray, depending on your selection. What many people do not know (as I also did not know until it was explained to me by a Flight Purser), passengers seated on window seats are asked (as to their choice of entree) first.
Anyways, going back to my story ...
I received my food tray and as I opened the plastic wrap that contained the bread, I noticed that the plastic had water droplets. That would have been tolerable but guess what ... the bread inside was wet! Que ba, who in the world eats moisture-soaked bread?!
Never mind, I thought. I will start-off with the salad en vez. As I was opening the cover, I noticed the person beside me actually pounding on the salad! Oi lo que es esto?! The salad, which is actually macaroni with pesto, was frozen solid. As in ... frozen solid! How in the world can you eat such stuff?
When I opened my entree tray, lo and behold, the beef caldereta turned out to be, as the puñetera flight purser later told me, chicken afritada. Porvida! Didn't I make my selection clear?
I pressed the attendant call button but after waiting for exactly 48 minutes, I gave up and pressed the call button again to turn it off. The attendant would surely come to me come clear-up time, di ba?
And so this Gina Dreyfus eventually came to ask for the tray and this is when I told the tonta of the hideous food that was given to us! Her response, which came in the form of a question, was very typical: "Do you want a complaint form?".
I glared at her and replied with a curt "Yes!". During the remainder of the flight, the Flight Purser, ROSARIO RODRIGUEZ approached me with a wad of documents and explained why they were not able to give my preference. Even before the attendant reached our row, she says, my selection has been finished off. Oh yeah? So how come the passenger right behind me, including his companion were talking about how gross the beef caldereta tasted? Obviously, she lied! What a mentirosa de primera marca, this Flight Purser is! I have flown before with this Rosario Rodriguez (I think they call her Didi Rodriguez) on a long-haul flight and although I did not have any notable bad experience with her, there was nothing exemplary with her either. Now, I categorize her along with the likes of Flight Purser BETH LOPEZ and the rest of those hideous and menopausal Flight Pursers that PAL seems to cherish and behold. Para lo que, yo no sé!
This particular flight had all the wrong elements in it together: bad service, the worse food I have encountered by far and a combination of moron cabin crew. No thanks to ROSARIO RODRIGUEZ, GINA DREYFUS and another cabin crew by the name of MARK CESAR LEDESMA (who was so antipatiko and haughty you would think HE was the passenger).
Por favor Philippine Airlines, when will all these be addressed?
I just arrived from Singapore. On the flight back , PR512, I had what I would probably consider as my worst Philippine Airlines (PAL) flight by far ...
This is what happened:
About half an hour after take-off, we were served dinner. The flight attendant, GINA DREYFUS asked: "We have beef and fish. Would you prefer beef caldereta or fish escabeche?"
Since I only eat escabeche if it comes from my kitchen, I went for the beef caldereta.
For those who are not familiar or for those who have not noticed, the Fiesta Class (Economy) food tray that they give typically consists of a salad, a bread, a slice of postre, a cup and your plastic eating utensils sealed in a plastic bag. This is standard; the entree plate is added to your tray, depending on your selection. What many people do not know (as I also did not know until it was explained to me by a Flight Purser), passengers seated on window seats are asked (as to their choice of entree) first.
Anyways, going back to my story ...
I received my food tray and as I opened the plastic wrap that contained the bread, I noticed that the plastic had water droplets. That would have been tolerable but guess what ... the bread inside was wet! Que ba, who in the world eats moisture-soaked bread?!
Never mind, I thought. I will start-off with the salad en vez. As I was opening the cover, I noticed the person beside me actually pounding on the salad! Oi lo que es esto?! The salad, which is actually macaroni with pesto, was frozen solid. As in ... frozen solid! How in the world can you eat such stuff?
When I opened my entree tray, lo and behold, the beef caldereta turned out to be, as the puñetera flight purser later told me, chicken afritada. Porvida! Didn't I make my selection clear?
I pressed the attendant call button but after waiting for exactly 48 minutes, I gave up and pressed the call button again to turn it off. The attendant would surely come to me come clear-up time, di ba?
And so this Gina Dreyfus eventually came to ask for the tray and this is when I told the tonta of the hideous food that was given to us! Her response, which came in the form of a question, was very typical: "Do you want a complaint form?".
I glared at her and replied with a curt "Yes!". During the remainder of the flight, the Flight Purser, ROSARIO RODRIGUEZ approached me with a wad of documents and explained why they were not able to give my preference. Even before the attendant reached our row, she says, my selection has been finished off. Oh yeah? So how come the passenger right behind me, including his companion were talking about how gross the beef caldereta tasted? Obviously, she lied! What a mentirosa de primera marca, this Flight Purser is! I have flown before with this Rosario Rodriguez (I think they call her Didi Rodriguez) on a long-haul flight and although I did not have any notable bad experience with her, there was nothing exemplary with her either. Now, I categorize her along with the likes of Flight Purser BETH LOPEZ and the rest of those hideous and menopausal Flight Pursers that PAL seems to cherish and behold. Para lo que, yo no sé!
This particular flight had all the wrong elements in it together: bad service, the worse food I have encountered by far and a combination of moron cabin crew. No thanks to ROSARIO RODRIGUEZ, GINA DREYFUS and another cabin crew by the name of MARK CESAR LEDESMA (who was so antipatiko and haughty you would think HE was the passenger).
Por favor Philippine Airlines, when will all these be addressed?
Wednesday, June 16, 2010
Reply to Query PAL Version (final installment)
We were already seated in the plane when I was approached by a gentleman who introduced himself as one Mr. Aldanese to ask me what happened. As I was already relaxed and was enjoying my mango smoothie, I recalled to him the earlier incidences sans the emotions.
This Mr. Aldanese, the PAL LAX Station Manager as I later found out, is muy gracioso! He apologized and said he will really look into the matter. And I believe him!
As soon as the fasten seatbelt sign was switched off (about 30 minutes after the plane blasted from the runway), the Flight Purser, Mooning Noel, approached me to ask about my experience with their ground personnel. After recalling the incidences for the nth time she, of course, apologized for and in behalf of PAL. I told her that although it was definitely not okay, it was also not the fault of the cabin crew. I reminded her to send me a CARE form and joked about sending some Häagen-Dazs® ice cream along.
I "enjoyed" the remainder of the 16-hour flight, especially talking with and reassuring the lady seated beside me would do a roll-call of all known Saints and Angels whenever there was turbulence (which was not much, thank goodness!).
So you see my dear friends and those who e-mailed me as to why I tagged a previous PAL post with Brand Loyalty, not all is bad with our flag carrier. Not all is lost on Asia's First Airline.
My job requires me to travel more than 60, 000 miles a year and majority of it I take with PAL. Sure, I complain, rant and bitch about it but it is not without purpose. I want to see PAL improve on where they can easily and almost effortlessly improve.
Now getting a response such as this:
"Thank you for the email we received apprising of your reported experience with us. At the outset, please accept our regrets for the disappointment you 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. Meanwhile, you are assured of our most preferential attention."
definitely requires improvement!
Perhaps I shall never tire of lambasting and commending PAL. I believe in the company and I want to be proud of my flag carrier! If only for these, I shall continue to be one of PAL's loyal flyer while continuing to be one of it's most (or at least I try to be) constructive critic!
This Mr. Aldanese, the PAL LAX Station Manager as I later found out, is muy gracioso! He apologized and said he will really look into the matter. And I believe him!
As soon as the fasten seatbelt sign was switched off (about 30 minutes after the plane blasted from the runway), the Flight Purser, Mooning Noel, approached me to ask about my experience with their ground personnel. After recalling the incidences for the nth time she, of course, apologized for and in behalf of PAL. I told her that although it was definitely not okay, it was also not the fault of the cabin crew. I reminded her to send me a CARE form and joked about sending some Häagen-Dazs® ice cream along.
I "enjoyed" the remainder of the 16-hour flight, especially talking with and reassuring the lady seated beside me would do a roll-call of all known Saints and Angels whenever there was turbulence (which was not much, thank goodness!).
So you see my dear friends and those who e-mailed me as to why I tagged a previous PAL post with Brand Loyalty, not all is bad with our flag carrier. Not all is lost on Asia's First Airline.
My job requires me to travel more than 60, 000 miles a year and majority of it I take with PAL. Sure, I complain, rant and bitch about it but it is not without purpose. I want to see PAL improve on where they can easily and almost effortlessly improve.
Now getting a response such as this:
"Thank you for the email we received apprising of your reported experience with us. At the outset, please accept our regrets for the disappointment you 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. Meanwhile, you are assured of our most preferential attention."
definitely requires improvement!
Perhaps I shall never tire of lambasting and commending PAL. I believe in the company and I want to be proud of my flag carrier! If only for these, I shall continue to be one of PAL's loyal flyer while continuing to be one of it's most (or at least I try to be) constructive critic!
Reply to Query PAL Version (continuation)
By the time I got back to my seat at the pre-departure area, my new found friends asked me why I went to talk to the ground personnel. I told them I just had to clarify something regarding my seat. "Ay kaya pala mukha kayong hindi natutuwa", the old lady said.
Que barbaridad! What an understatement!
Anyways, as if to add insult to injury, she said she is so blessed to have a "friend" amongst the puñeteros y puñeteras ground personnel otherwise she would probably not have gotten an upgrade.
Espera, espera! Es este verdad? Did I hear this right?
And so I told her that yes, indeed she is lucky and proceeded to ask where her "friend" is. She then told me: "Ay hindi ko alam pero baka andun sa check-in. Andun sya kanina eh. Hindi ko naman talaga kaibigan yun pero kaibigan sya ng churchmate ng pamangkin ko. Eh nung nalaman ngang uuwi kami sa 'Pinas, susbukan daw talaga kaming i-upgrade. Mabuti naman at na-upgrade nga kami!".
Did I hear that right otra vez?
Resigned to the fact that PAL LAX Ground Personnel work, think and behave like demi-Gods, I just tried to forget the horrible personas I talked to. Nevertheless, while chatting with my new found friend, I came across information that would have made me win any argument with the chonggo Nestor I talked with earlier.
1) It was senseless to ask if they had Mabuhay Class tickets. They were just ugraded, weren't they?
2) What time did they arrive at the airport? "Mga 6:30 kasi nanggaling pa kami ng Chino Hills eh.". So I arrived earlier ...
3) How often do they travel to Manila? "Ay huli kaming umuwi eh nung 1999 pa. Lahat kasi ng anak ko andito na sa Amerika. Uuwi lang kami ngayon kasi namatay ang kapatid nya (the husband).". So there is no way that they could have accumulated 45, 000 miles last year and so that does not make them Premier Elite Flyers ...
Hay naku! Those PAL LAX people talaga!
Que barbaridad! What an understatement!
Anyways, as if to add insult to injury, she said she is so blessed to have a "friend" amongst the puñeteros y puñeteras ground personnel otherwise she would probably not have gotten an upgrade.
Espera, espera! Es este verdad? Did I hear this right?
And so I told her that yes, indeed she is lucky and proceeded to ask where her "friend" is. She then told me: "Ay hindi ko alam pero baka andun sa check-in. Andun sya kanina eh. Hindi ko naman talaga kaibigan yun pero kaibigan sya ng churchmate ng pamangkin ko. Eh nung nalaman ngang uuwi kami sa 'Pinas, susbukan daw talaga kaming i-upgrade. Mabuti naman at na-upgrade nga kami!".
Did I hear that right otra vez?
Resigned to the fact that PAL LAX Ground Personnel work, think and behave like demi-Gods, I just tried to forget the horrible personas I talked to. Nevertheless, while chatting with my new found friend, I came across information that would have made me win any argument with the chonggo Nestor I talked with earlier.
1) It was senseless to ask if they had Mabuhay Class tickets. They were just ugraded, weren't they?
2) What time did they arrive at the airport? "Mga 6:30 kasi nanggaling pa kami ng Chino Hills eh.". So I arrived earlier ...
3) How often do they travel to Manila? "Ay huli kaming umuwi eh nung 1999 pa. Lahat kasi ng anak ko andito na sa Amerika. Uuwi lang kami ngayon kasi namatay ang kapatid nya (the husband).". So there is no way that they could have accumulated 45, 000 miles last year and so that does not make them Premier Elite Flyers ...
Hay naku! Those PAL LAX people talaga!
Reply to Query PAL Version
Thank you for the email we received apprising of your reported experience with us. At the outset, please accept our regrets for the disappointment you 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. Meanwhile, you are assured of our most preferential attention.
This is the reply I got for a complaint I filed (via CARE) against the Philippine Airlines (PAL) LAX Ground Crew. Que ba! This is so insulting!
This is what happened:
On my return flight to Manila (from Los Angeles) via PR103 last 13 May 2010, I was at LAX by 2:00PM. So when the check-in counters opened at 5:30 , I was the first to check-in for the Mabuhay Class queue. I asked for a seat in the forward section of the cabin instead of the upper deck since my carry-on luggage was a roller-type bag which weighed exactly 7 kilos.
The check-in counter representative, Melissa, informed me that since the business class seats on the forward section of the cabin were given according to booking class ("J" and "C" automatically get these seats. "D" and "I" booking classes are accommodated on a first-come, first-served basis and is subject to availability), she is very sorry that my request cannot be granted inasmuch as I had a "D" class booking and that all seats in my requested section are taken because it is released on a first-come, first-served basis nga. Wow! I looked around and although the line at the economy class counters extended up to outside the terminal, I was the only one checking-in for Mabuhay Class. I voiced this out to her but the antipatika maintained her stoic expression.
At the boarding gates, the ground personnel were paging for passengers, asking them to proceed to the boarding gate "for an important message". Now for those who do not know in reality, the passengers receiving "an important message" actually receive a new boarding pass ... they get upgraded hence they are assigned seats in Mabuhay Class hence the issuance of a new boarding pass. Good for them!
Seated across me were a couple who happened to be very, very nice! We were talking when they heard their names paged. They went to the boarding gate and after about 5 minutes, they gleefully returned to their seats and they were happy because they got upgraded. They noticed my blue boarding pass and remarked "sana magkatabi tayo!". I replied and said I hope so too, so that we can continue chatting. The lady then said "saan ka ba naka-upo?" and when i told them I was seated on 14C, she said "ay malayo pala tayo kasi kami 2A at 2C eh". I told her that not only are we far from each other but more so, we are seated in different sections of the aircraft. And then it hit me! Que leche!
WHAT? I thought those seats were taken?
As this is too much for me to take, I approached the ground crew at the boarding gate and told a man by the name of Nestor what happened. The puñetero animal personnel, without even looking at me, told me:
1) "Nag seat request po ba kayo nung binili nyo yung ticket? Kasi po, pay mayroong nag-request tapos kayo hindi, hndi talaga namin mabibigay yung upuan maski na po gusto namin sana."
I told him that I tried to request for a seat but then I was told that the seat I am requesting for is on a first-come, first served basis. I also pointed out to him yet again, that I was the first to check-in for that flight. He then asked to see my ticket and after reading it, the moron had this to say:
2) "Ay kasi po eh maski Mabuhay Class yung ticket ninyo, "D" lang ang booking class eh. Eh first-come, first served ho ang release namin ng upuan so next time ho, agahan nyo na lang".
Yet again I told him I was there even before the check-in counters opened and siempre he had another excuse:
2) "Ang priority din po kasi pag ganyan, yung mga frequent flyer ng PAL, gaya ng Million Miler, Premier Elite o kaya ho ay Elite na members. Ganun po talaga kasi ang policy na parang loyalty program din ng PAL".
I took out my Mabuhay Miles Premier Elite card and showed it to the moron.
Then, and only then, did the chonggo straighten up, looked at me, smiled and then told me: "We are very sorry. I will check kung ano po ang nangyari. In the meantime, to address your concern, paki-hingi na lang po ng CARE Form sa inyong Flight Purser, fill it out and you will receive a Notice of Action from PAL. Sorry po talaga."
Of course he is "sorry"; he ran out of excuses already!
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. Meanwhile, you are assured of our most preferential attention.
This is the reply I got for a complaint I filed (via CARE) against the Philippine Airlines (PAL) LAX Ground Crew. Que ba! This is so insulting!
This is what happened:
On my return flight to Manila (from Los Angeles) via PR103 last 13 May 2010, I was at LAX by 2:00PM. So when the check-in counters opened at 5:30 , I was the first to check-in for the Mabuhay Class queue. I asked for a seat in the forward section of the cabin instead of the upper deck since my carry-on luggage was a roller-type bag which weighed exactly 7 kilos.
The check-in counter representative, Melissa, informed me that since the business class seats on the forward section of the cabin were given according to booking class ("J" and "C" automatically get these seats. "D" and "I" booking classes are accommodated on a first-come, first-served basis and is subject to availability), she is very sorry that my request cannot be granted inasmuch as I had a "D" class booking and that all seats in my requested section are taken because it is released on a first-come, first-served basis nga. Wow! I looked around and although the line at the economy class counters extended up to outside the terminal, I was the only one checking-in for Mabuhay Class. I voiced this out to her but the antipatika maintained her stoic expression.
At the boarding gates, the ground personnel were paging for passengers, asking them to proceed to the boarding gate "for an important message". Now for those who do not know in reality, the passengers receiving "an important message" actually receive a new boarding pass ... they get upgraded hence they are assigned seats in Mabuhay Class hence the issuance of a new boarding pass. Good for them!
Seated across me were a couple who happened to be very, very nice! We were talking when they heard their names paged. They went to the boarding gate and after about 5 minutes, they gleefully returned to their seats and they were happy because they got upgraded. They noticed my blue boarding pass and remarked "sana magkatabi tayo!". I replied and said I hope so too, so that we can continue chatting. The lady then said "saan ka ba naka-upo?" and when i told them I was seated on 14C, she said "ay malayo pala tayo kasi kami 2A at 2C eh". I told her that not only are we far from each other but more so, we are seated in different sections of the aircraft. And then it hit me! Que leche!
WHAT? I thought those seats were taken?
As this is too much for me to take, I approached the ground crew at the boarding gate and told a man by the name of Nestor what happened. The puñetero animal personnel, without even looking at me, told me:
1) "Nag seat request po ba kayo nung binili nyo yung ticket? Kasi po, pay mayroong nag-request tapos kayo hindi, hndi talaga namin mabibigay yung upuan maski na po gusto namin sana."
I told him that I tried to request for a seat but then I was told that the seat I am requesting for is on a first-come, first served basis. I also pointed out to him yet again, that I was the first to check-in for that flight. He then asked to see my ticket and after reading it, the moron had this to say:
2) "Ay kasi po eh maski Mabuhay Class yung ticket ninyo, "D" lang ang booking class eh. Eh first-come, first served ho ang release namin ng upuan so next time ho, agahan nyo na lang".
Yet again I told him I was there even before the check-in counters opened and siempre he had another excuse:
2) "Ang priority din po kasi pag ganyan, yung mga frequent flyer ng PAL, gaya ng Million Miler, Premier Elite o kaya ho ay Elite na members. Ganun po talaga kasi ang policy na parang loyalty program din ng PAL".
I took out my Mabuhay Miles Premier Elite card and showed it to the moron.
Then, and only then, did the chonggo straighten up, looked at me, smiled and then told me: "We are very sorry. I will check kung ano po ang nangyari. In the meantime, to address your concern, paki-hingi na lang po ng CARE Form sa inyong Flight Purser, fill it out and you will receive a Notice of Action from PAL. Sorry po talaga."
Of course he is "sorry"; he ran out of excuses already!
Tuesday, June 15, 2010
PAL then, PAL now
I sort of "grew up" with Philippine Airlines (PAL). 
My mom was a flight attendant during what they refer to as the "Toda Era" (in reference to Señor Benigno Toda, PAL owner during the 60's to mid 70's). PAL then, is very different from the PAL that people know now.
Flight attendants from before went through a relatively stringent screening, training and re-training process. Applicants had their family background and educational attainment thoroughly checked. Only if they satisfactorily pass these do they become eligible for training. There are numerous aspects in a training course and flight attendant training has its own regimen. Safety training was handled by the Red Cross while personality development was handled by the venerable Chona Recto Kasten. Now, that says a lot about the quality of training the flight attendants received. Re-training was conducted by senior crew members.
Obviously, PAL does not do the type of screening done in the Toda Era. AND THIS SPELLS THE DIFFERENCE IN THEIR IN-FLIGHT SERVICE.
Let me give a few examples:
1) On a PR 106 flight last 10 November 2009, the pre-departure announcement was made as such: " Philippine Airlines welcomes you on board PR flight 318 bound for Hong Kong ... " What?!?! And perhaps forgetting that she was still holding the PA system, she said: "Ay mali, ano ba yan!"
2) On a flight to Los Angeles, the Purser announced that: "This is your Flight Purser Beth Lopez ... ". When I had to complain about the non-working in-flight media, I called the attention of the flight attendant. When she cannot give me a proper explanation, I asked to speak with this Beth Lopez. Did she approach me? No. It was a good thing I was able to figure out (on my own) what was wrong with the in-flight media as I did not see this Beth Lopez until after we landed in LAX.
3) On a flight from Cebu, I asked for a glass of water. The flight steward handed the glass of water to the woman seated beside me (who was so busy with her rosary) and even as she expressed surprise that the steward gave her water which she did not ask for, the steward said she asked for it and therefore was giving it to her. When I said that I was the one who asked for water and could he also therefore give me some, he replied: "Ay gusto mo rin? Sandali lang ha?".
What does this tell us? That these flight attendants lack not only the qualifications, but, more importantly, the "graciousness" that well-mannered, well-educated and well-bred men and women naturally possess.
In the name of cost-cutting and profitability, it is understandable that PAL may opt to hire not-so-gracious personnel. But then again, the essence of SERVICE should be hammered down on these people during training. If the trainees do not seem to get the idea, then I believe they should not be certified at all.
Until and unless PAL makes this a policy, we will just have to contend with these bitches and jerks, if and when we choose to fly PAL. PAL is the country's flag carrier ... and for Filipinos (for some reason, the crew is nicer to foreign passengers) to have to deal with this is as sad as it is upsetting.
Sayang.
My mom was a flight attendant during what they refer to as the "Toda Era" (in reference to Señor Benigno Toda, PAL owner during the 60's to mid 70's). PAL then, is very different from the PAL that people know now.
Flight attendants from before went through a relatively stringent screening, training and re-training process. Applicants had their family background and educational attainment thoroughly checked. Only if they satisfactorily pass these do they become eligible for training. There are numerous aspects in a training course and flight attendant training has its own regimen. Safety training was handled by the Red Cross while personality development was handled by the venerable Chona Recto Kasten. Now, that says a lot about the quality of training the flight attendants received. Re-training was conducted by senior crew members.
Obviously, PAL does not do the type of screening done in the Toda Era. AND THIS SPELLS THE DIFFERENCE IN THEIR IN-FLIGHT SERVICE.
Let me give a few examples:
1) On a PR 106 flight last 10 November 2009, the pre-departure announcement was made as such: " Philippine Airlines welcomes you on board PR flight 318 bound for Hong Kong ... " What?!?! And perhaps forgetting that she was still holding the PA system, she said: "Ay mali, ano ba yan!"
2) On a flight to Los Angeles, the Purser announced that: "This is your Flight Purser Beth Lopez ... ". When I had to complain about the non-working in-flight media, I called the attention of the flight attendant. When she cannot give me a proper explanation, I asked to speak with this Beth Lopez. Did she approach me? No. It was a good thing I was able to figure out (on my own) what was wrong with the in-flight media as I did not see this Beth Lopez until after we landed in LAX.
3) On a flight from Cebu, I asked for a glass of water. The flight steward handed the glass of water to the woman seated beside me (who was so busy with her rosary) and even as she expressed surprise that the steward gave her water which she did not ask for, the steward said she asked for it and therefore was giving it to her. When I said that I was the one who asked for water and could he also therefore give me some, he replied: "Ay gusto mo rin? Sandali lang ha?".
What does this tell us? That these flight attendants lack not only the qualifications, but, more importantly, the "graciousness" that well-mannered, well-educated and well-bred men and women naturally possess.
In the name of cost-cutting and profitability, it is understandable that PAL may opt to hire not-so-gracious personnel. But then again, the essence of SERVICE should be hammered down on these people during training. If the trainees do not seem to get the idea, then I believe they should not be certified at all.
Until and unless PAL makes this a policy, we will just have to contend with these bitches and jerks, if and when we choose to fly PAL. PAL is the country's flag carrier ... and for Filipinos (for some reason, the crew is nicer to foreign passengers) to have to deal with this is as sad as it is upsetting.
Sayang.
Monday, June 14, 2010
PAL (Centennial) Terminal
Because of convenience and competitive prices, I always take Philippine Airlines (PAL) whenever my flight route allows.
First of all, PAL having its own terminal is very convenient. When departing, you do not have to deal with the send-off population (of about 3 dozen people) bringing a passenger (as in 1 passenger) to the airport. This being the case, the terminal is cleaner and with far fewer people, you have ease of movement.
Secondly, the terminal is newer than the NAIA.
Upon arrival, the Arrival Hall is again better than that of NAIA. You have the impression that you have your own Immigration and Customs Official "exclusively" for PAL passengers.
It is also easier to access the parking lot as you do not have to down a ramp with your luggage cart while trying to balance your hand-carried luggage and duty-free bags!
The PAL (Centennial) Terminal may pale in comparison to other airport terminals like that of Chek Lap Kok in Hong Kong or the Suvarnhabumi in Bangkok but still and all, we have much less to complain about.
This is not to say that PAL service is outstanding though. This will be the subject of other posts ... so watch out for it.
First of all, PAL having its own terminal is very convenient. When departing, you do not have to deal with the send-off population (of about 3 dozen people) bringing a passenger (as in 1 passenger) to the airport. This being the case, the terminal is cleaner and with far fewer people, you have ease of movement.
Secondly, the terminal is newer than the NAIA.
Upon arrival, the Arrival Hall is again better than that of NAIA. You have the impression that you have your own Immigration and Customs Official "exclusively" for PAL passengers.
It is also easier to access the parking lot as you do not have to down a ramp with your luggage cart while trying to balance your hand-carried luggage and duty-free bags!
The PAL (Centennial) Terminal may pale in comparison to other airport terminals like that of Chek Lap Kok in Hong Kong or the Suvarnhabumi in Bangkok but still and all, we have much less to complain about.
This is not to say that PAL service is outstanding though. This will be the subject of other posts ... so watch out for it.
Subscribe to:
Posts (Atom)