Airphil Express Services

[kat5252]

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Mods, if this is the incorrect section for my post, kindly transfer it nalang to the right one. Thanks!

Just wanna share my experience with Airphil Express services from online their online booking to their customer support services.

Part of the reason I'm posting this is because of too much disappointment and another part is to raise awareness to others and prevent them from experiencing the same thing.

Yesterday was my first time to personally book a flight on Airphil Express online and the experience was really really bad. I made a ticket reservation for my Dad along with 2 other persons nga kuyog sa travel.

The reservation went smoothly since I was careful and made sure to type all information correctly. Since I don't have a credit card to use for payment, I was disappointed to discover that the third party payment options were limited.

Most of the listed establishments that accept payments are located in Luzon or Manila but I was still glad that Mlhulier was on the list (daghan man Mlhulier nagkalat sa Cebu so no worries much).

So i sent my brother to Shopwise's billing center to make the payment. I really can't believe when they refused the payment saying they only accept a maximum of P6,000 payment. WTF! is this true for all billing centers or just for that particular one? If yes, then it's my fault for being ignorant! (my total bill is 11k+ for 3 roundtrip tickets)

Then my brother went to look for an Mlhulier nearby. He found around 2 or 3 Mlhuliers but sad to say all of them refused to accept the payment as well.

Some of their reasons are:
1) The person in charge, doesn't know the password. (F*** ka malas!)
2) The next said their manager is not around at the moment...(so?!!!)
3) They don't accept airphil express payment? (true? or is the employee himself just not aware of the services their establishment is suppose to cater?)

Mao na ning gitawag og "pag minalas ka nga naman". or "when it rains, it pours" and it really does ..hayzz!

Og wala pa diha nahuman ang akong kalbaryo. I'll share more later...

[brackitz]

Sa MLhuiller ang problema dili sa AirPhil..

Naay daghan billing centers nga mu accept ug bill ts, sa colon lang daan naa koy
nahibal-an duha.

[kat5252]

Yeah I guess apil Mlhulier sa cause aning akong frustration. They're supposed to be one of the few establishments nga muaccept og payment for Airphil.

Since 3 Mlhuliers within our area is out of the question, I sent my brother to Colon. Sharo sa kadaghan Mlhulier didto wala juy makaprocess sa payment? The sad truth is wala jud! Gihurot intawn sa akong bro ang mga Mlhulier didto. Same answers "wala among manager blablabla...".

I think the main reason behind all is that wala kaayoy tao nga mu pay for Airphil Tickets thru them so ang nahibaw-an ra sa ilang employees are common everyday transactions like sending/receiving of money. I can't blame them for that bisag makalagot. Nafrustrate najud ko by this time.

The next thing I did was contact Airphil's Facebook representative. Good thing about it was that the representative was prompt w/ answering my questions. She suggested 7-11. So I asked kung 100% sure ba jud nga mureceive ang 7-11 kay basig hutdon nasad og visit sa akong bro ang tanan branches nya dili diay muaccept.

Thank goodness naay 7-11 somewhere near Colon and to make d story short, naprocess jud!

Still, the most frustrating experience doesn't end there. I'll share more in the morning.

[marcial19xx]

hulat lang sah... gi duka na cguro...

To be continued...

[kat5252]

When my brother called to confirm that the payment has been made, nakaginhawa jud intawn ko...

Instructions after completing third party payment option is to send an email to airphil para maupdate nila ang status sa reservation. So I went back to the website to view the itinerary and found out that the 1st passenger's name(supposedly my Dad's) was changed into my name! wapak!

I immediately informed the FB representative about it and she told me na there's gonna be a charge for changing ticket details. I already know that fact that's why I was so careful when I filled out the forms. And even if I'm willing to pay, padong na intawn uli akong bro after almost 3hrs of looking for establishments nga mudawat atong payment.

But wth?! I'm pretty sure I typed the names correctly. So how come my name got listed as Passenger #1? (Again, the tickets I booked was for my Dad and 2 other persons).

If you try to book tickets let's say for 3 passengers, you can verify the details I'm saying here.
The website will show you about 4 forms:
1) Passenger #1 info
2) Passenger #2 info
3) Passenger #4 info
4) Contact info of person booking the tickets (which was me)

Here's the link to view an image of that form I filled out >> FORM

And I can guarantee I filled out all necessary info in that order. 1, 2, 3, 4.....

Since may pag ka nega jud ni akong utok, naka huna2x dayon ko nga "unsa ni modus?". If this would happen to every first timers (online airphil booking), dako2x jud silag kita. Just imagine P1,300+/pax for a change of info(misspelled names n etc.) and transfer of ticket to another person(shud u decide not to travel or let another person take ur place).

Grabe bago pa gani ko nakaginhawa sa pamroblem atong payment, naa na dayun bago nga kasunod. Grabe ka malas!!! Y oh y?

Since advise sa FB rep. is to send an email to their online support, nagsend sad dayon ko kay the day after tomorrow baya ang flight sched. I also wrote in detail the entire process followed thru when making the reservation. I expected to receive an autoreply to at least inform me that they have successfully received my email. (I sent the email around 6pm)

after 10yrs of waiting....... wala jud! I checked the spam, refreshed the page, and refreshed my inbox! OK fine basig sirado ilang online support! basig dili sila 24/7.... Around 10pm or so, I told the FB rep nga walay reply. She asked for my email, reservation code, etc. Then she told me to wait for an update and that he/she will follow it up.

Hala cge maghuwat lang ko...

Just to inform any1 reading this, my issue/concern has been resolved last night. I'll post the rest of the details later...

[Code Talker]

nindot lageh ni imong sugilanon. TS. Pmed you something that may help in the future. Amping

[SioDenz]

Wala nlan to nimu ipausab ang name. Himu nlan ka ID imu name picture sa imu Dad nya i print nya pirma pirma, solved. Di ra kaabot 1300. Nakabuhat sad ko ana kay wa nidayun ang akong gipa book.

Bitaw, pirting hasola jud ana imung sitwasyon bro. nindot kaayu mangulata
I always use Debit or CC mao wa ko kaagi ana imung naagian.

[kat5252]

Wala nlan to nimu ipausab ang name. Himu nlan ka ID imu name picture sa imu Dad nya i print nya pirma pirma, solved. Di ra kaabot 1300. Nakabuhat sad ko ana kay wa nidayun ang akong gipa book.

Bitaw, pirting hasola jud ana imung sitwasyon bro. nindot kaayu mangulata
I always use Debit or CC mao wa ko kaagi ana imung naagian.

saon man ang gender sir?
Nid sad sa akong papa ang ticket w/ his name kay they're going to a conference and nid to nila isubmit(travel expenses receipts) sa office after the trip.

[kat5252]

I sent the email around 6pm... natulog nalang ko and nimata the next day, wala jud koy nadawat nga reply. So I inquired balik sa FB rep since murag siya raman jud ang active support. Again, giadvisan ko to wait, surely I'll receive a reply within the day daw.

Wala jud ko mahimutang coz inig ka ugma sa buntag nagud ang flight. So I called their customer support, giingnan rako nga ifollow-up niya akong concern then the call got disconnected. Since they don't do callbacks, I asked the FB rep for a sort of emergency number coz I need this issue resolved immediately. She provided a different number(hotline) so I called and was very frustrated.

I explained to the rep about what happened and he told me about escalating the issue to higher support. pastilan kadaghan ba diay og level sa ilang support, kulang nalang mangita kog kastorya nga manager. I told him na wala jud koy nadawat nga reply sa email w/c has all details of my concern.

He told me nga changing of ticket info, sched, etc should be done at least 24hrs b4 the sched. wapaks! It's already 4:30pm and the flight is 7:30 morning so obviously it's less than 24hrs nalang and technically speaking, dili na ko muqualify for that request. Nisurok jud akong dugo. Ingon ko nya "unsaon mani nako nga 24hrs ago nagsend man kog email, same day the tickets were purchased but wala may nangreply ninyo!".

Pde ra diay na deadmahon lang sa nila mga customer aron ig abot sa time nga less than 24hrs from sched nalang ang nabilin, di na dayon sila muqualify pachange


After that he asked for my email. 2 minutes after I disconnected the call, dha pako nakadawat og email (around 5pm). Imagina ha nagsend kog email 6pm the previous day so almost 24hrs b4 ko nakadawat reply and that was after 2 calls to different numbers.

Status sa akong concern: "waiting for approval"

Again I pm'ed the FB rep. I asked what if ugma pa ma approve? Sayo intawn sa buntag ang flight(7:30) w/c means the passengers has to be at the airport by 5 or 6AM. Ingon xa, just wait for an update.

I asked again if wala bay special person or someone w/ authority nga pde nako ma approach or maduulan nga makaprocess og something as urgent as my case. What if maabtan nag ugma, maghuwat lang ko sa update while nilupad na ang eroplano? Iya gipangayo ako email, tabangan daw ko niyag follow-up...

[hu's baby]

grabe sad akong kaagi ana ilang online support, ts. apil pd ang reservations support. way klaro kastorya. ihold kag more than 30mins den dli ghapon mahuman ang transaction. nya naa man ko sa gawas so inig putol sa tawag, hala manawag nsad ko... den laing rep nsad ang katubag. sugod nsad ko sa uno. perting dakua gastos na ko sa long distance call den wala jd ghapon narebook akong ticket. ang ending nakapalit na nuon ko bag-o nga ticket. wala nlng nko magamit tong original. pgkapaeta.

den inig email ky ilang ireply kanang gcopy paste ra bah. klaro kaau wala basaha ang email. nya lain2 nga agent bya ang motubag ana sa email pd. moreply ra sila ug tarong kato nang akong icc apil ilang mga managers. ngbaw tawon ko ato pangita sa google kung knsa ilang managers. anyway, sent you a pm ts. good luck.