Philippine Airlines on Monday asked its passengers to defer less urgent rebooking transactions amid the surge in COVID-19 cases and the Alert Level 3 status in Metro Manila.
“We are receiving more and more calls from passengers who need to rebook or cancel their flights because they have tested positive or are in precautionary isolation,” PAL said.
“At the same time, many of our frontline team members in ticket offices, contact centers and other support teams are unable to report for work,” it said.
PAL said the simultaneous events created challenges in the airline’s ability to serve all customers promptly, including longer wait times for calls to reservations hotlines, longer queues in ticket offices and corresponding delays in handling transactions.
“Our PAL teams are doing all possible to process all passenger requests, unclog any bottlenecks and serve you the best we can,” the company said.
“We request your understanding and cooperation as we cope with these serious but temporary challenges,” it said.
PAL said it would sustain as many flights as possible under these new circumstances, but some cancellations or schedule adjustments are likely.
“Please continue to check flight status for any changes in your flight schedule, and stay updated on changes in travel requirements by checking the website of the concerned provincial local government or destination country,” the airline said.
“We assure you that PAL adopts and continuously updates strict health and safety protocols to protect all travelers,” it said.
PAL said its cabin crew wear full personal protective equipment for everyone’s protection.
“Our aircraft are equipped with cabin air flow systems that continuously infuse fresh air as well as advanced HEPA filters that screen out viruses and other contaminants, for a safer and cleaner environment,” it said.