Last updated: 14 MAY 2020

UPDATE: Due to the extension of the Enhanced Community Quarantine, PAL has also canceled ALL domestic and international flights up to May 31, 2020. The airline intends to resume operations on June 1.

Philippine Airlines has announced that they will be suspending all their domestic and international flights up to May 31. Earlier, the country’s flag carrier had also ceased operations of all flights scheduled until May 15. The move was in compliance with the government’s enhanced community quarantine measure some parts of the country.

If your flight was scheduled on February to May 31 or affected by COVID-19-related disruptions, PAL is offering three options. Here’s a quick summary:

Here’s the infographic released by PAL for a quick look at your options:

• REBOOK or REROUTE the flight for FREE. You can book the flight on another date (after May 31, 2020). No rebooking fee. For the first rebooking, no fare difference will be collected. But on succeeding rebookings, fare difference may apply.
• Convert the booking to a TRAVEL VOUCHER. You can get the value of your ticket + additional 10% credited to the voucher, which you can use to book another PAL flight in the future. It’s valid for one year.
• Request a REFUND. You can get a refund of the amount you paid for.

To facilitate the processing, PAL set up the myPAL Request Hub, an online form that you can use to start any of these requests online.

Here’s how to do it.

1. Visit the myPAL Request Hub.

You can find it at: https://mypal.vip/url/RequestHub.

You will be redirected to a Microsoft Office online form. Whether you wish to rebook, get a travel voucher, or file a refund request, you will be using the same form.

The first thing the form will ask you is: Where did you purchase your ticket?

If you booked the ticket directly with PAL (PAL website, PAL mobile app, PAL ticket office, PAL contact center), you can use this form.

If you booked with a travel agency, you need to contact your travel agent and let them coordinate with PAL regarding the next steps. This covers both physical travel agencies and online travel agencies like Expedia, Traveloka, etc.

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2. Accomplish the online form.

Provide the following information:

• Passenger Name. Enter the name as it appears on the booking.
• Booking Reference or Ticket Number. Make sure it’s correct.
• Contact details. Email Address and contact number.
• Citizenship. Choose your country of citizenship on the dropdown menu.
• Point of Origin. Enter the 3 letter code for the origin. Example: MNL for Manila, CEB for Cebu, NRT for Narita)

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3. Choose: REBOOK, REFUND or TRAVEL VOUCHER?

OPTION A: REBOOK

If you choose to REBOOK, you will be asked to indicate the details of your original flights and the details of your new preferred flights. But take note of the following:

• Pick 3 new preferred flights. You may choose the same flight number for a different date, a different flight number for the same date, or completely new flight dates and numbers.​
• List your 3 target flights in order of priority. How you arrange them will be strictly followed. In cases when there are no more seats in the same booking/cabin class in the first option, PAL will automatically proceed to rebook you in the second, then the third option.​​
• In case your rebooking requires additional payments, a myPAL Request Hub officers will send a confirmation email and payment instructions.

In addition, ensure that you list the flight per one-way segment.​ For example:

• If the booking is round-trip only: ​
  – Davao-Manila (Leg 1)
  – Manila-Davao (Leg2)​
• If the booking is multi-city:​
  – Tagbilaran-Manila (Leg 1)
  – Manila-Los Angeles (Leg 2)
  – Los-Angeles-Manila (Leg 3)
  – Manila-Tagbilaran (Leg 4)​

After providing all the needed information, click on SUBMIT!

If you’re supposed to fly between March 15 and May 31, or your flight is affected by COVID-19-related cancellations or travel ban, the following applies:

• NO PENALTIES*
• No Fare Difference* (on the first rebooking and as long as it’s within the same cabin and class)
• Travel should be before November 30, 2020 or within ticket validity (whichever comes first)

*You can rebook it multiple times but only the first rebooking is FREE. Rebooking fee and fare difference may apply on succeeding rebookings.

If your flight is NOT canceled, you can still change your flight but it will be considered “voluntary.” Here’s what it entails:

• No Penalties
• Fare Difference and taxes may be collected
• Travel within ticket validity
• Request must be submitted 7 days before flight schedule.

The new travel dates are subject to blackout date limitations: (United States /Canada to Manila) June 15 to July 31 outbound (Manila to United States /Canada) July 15 to Sep 15.

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OPTION B: TRAVEL VOUCHER

By selecting this, you’ll be converting the value of your ticket to a TRAVEL VOUCHER, which you can use to book another PAL flight in the future. On top of that, you’ll also get 10% of the base fare ADDED to the voucher.

The travel voucher will be valid for 1 year from issuance, for travel up to 12 months out.

1. On the dropdown menu, choose TRAVEL VOUCHER then click on NEXT.
2. On the next page, in the REMARKS field, you can enter any information that you think might be helpful in processing your request.

Click SUBMIT on the next page.

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OPTION C: REFUND

If you don’t want to rebook or convert your booking to a travel voucher, you can also request a refund.

1. On the dropdown menu, choose REFUND then click on NEXT.
2. On the next page, in the REMARKS field, you can enter any information that you think might be helpful in processing your request.
3. Click on SUBMIT.

NO PENALTIES if you belong to the following:

Passengers supposed to fly on March 15 to May 31, 2020

Passengers affected by COVID-19 Cancellations or travel bans

Due to the volume of requests, processing of refunds may take 3 to 4 months from lifting of enhanced community quarantine.

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4. Wait for a confirmation email.

You should receive a confirmation email within the next 5 to 7 business days.

In case your transaction requires additional payments, a myPAL Request Hub officers will also send payment instructions.

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When to Request for Changes to your Flight

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Important Reminders

• For tickets issued by travel agents, requests on booking changes must be made through the issuing travel agency.
• myPAL Request Hub can assist requests for changes to confirmed bookings on Philippine Airlines flights which were made through the PAL Website, Mobile App, Ticket Office, or 24/7 Reservations Hotline.

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Updates Log

2020 May 14 – Flights until May 31, 2020, have been canceled in compliance with the extension of the Enhanced Community Quarantine.

2020 April 25 – Flights until May 15, 2020, have been canceled in compliance with the extension of the Enhanced Community Quarantine.

2020 April 8 – Flights until April 30, 2020, have been canceled in compliance with the extension of the Enhanced Community Quarantine in Luzon.

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