Philippine Airlines
Compensation

Philippine Airlines aircraft flying over airport with clean white background and compensation banner showing passenger rights including flight disruptions baggage and delayed baggage

This guide explains your rights as a passenger flying with Philippine Airlines on routes to or from Canada under the Air Passenger Protection Regulations (APPR), enforced by the Canadian Transportation Agency (CTA). These rules apply to all flights departing from or arriving in Canada, including international itineraries operated by Philippine Airlines, and may also extend to connecting flights booked under a single ticket.

In addition to APPR protections for delays, cancellations, denied boarding, and tarmac delays, passengers may also be covered under the Montreal Convention for baggage-related claims and financial losses during international travel. This guide covers compensation, rebooking rights, refunds, baggage liability, and passenger care obligations based on official airline policies and Canadian aviation regulations, ensuring you fully understand your eligibility when traveling with Philippine Airlines.

Introduction to Philippine Airlines

Philippine Airlines, based in Pasay City, Philippines, is the flag carrier of the Philippines, operating international flights to Canada (e.g., Vancouver, Toronto) and domestic flights within Canada under codeshare agreements. With a hub at Ninoy Aquino International Airport (MNL), PAL serves Canadian routes with Boeing 777 and Airbus A350 aircraft, offering Economy, Premium Economy, and Business Class cabins. As a large carrier, PAL adheres to APPR, the Montreal Convention, and its tariff for passenger protections during disruptions.

Key Services

Network: International routes to/from Canada and domestic codeshare flights (e.g., with WestJet or Air Canada).
Cabin Classes: Economy, Premium Economy, Business Class (with lie-flat seats on long-haul flights).
Accessibility: Services for passengers with disabilities (e.g., wheelchair assistance, accessible communication) and unaccompanied minors (5–11 years, with escort service for a fee).
Customer Support: Updates via www.philippineairlines.com, email, SMS, airport announcements, or flight information display screens.

Flight Delays

Your Rights During Flight Delays

For PAL flights delayed by 2 hours or more:

Prompt Communication: Updates every 30 minutes, detailing delay reasons (e.g., maintenance, crew issues) via email, SMS (if enrolled), audible airport announcements, www.philippineairlines.com flight status, or display screens (where available). Accessible formats are provided for passengers with disabilities.
Standards of Treatment: (within PAL’s control or required for safety, notified <12 hours, after 2 hours past scheduled departure):
- Meals and refreshments (e.g., snacks, drinks, or meal vouchers based on wait time, time of day, and airport facilities).
- Access to communication (e.g., Wi-Fi, gate phones, or pre-paid calling cards where available).
- Overnight Delay: Hotel accommodation and round-trip transportation for non-residents, within a reasonable distance from the airport.
- Assistance may be limited if it would further delay the flight.

Alternate Arrangements (delays ≥3 hours):

Within PAL’s Control or for Safety: Free rebooking on the next available PAL flight or partner airline (e.g., WestJet, Air Canada) within 9 hours of the original departure time, in the same or comparable cabin. If not possible, rebooking on any carrier within 48 hours or transport to a nearby airport. Alternatively, rebooking at a later date or a refund for unused ticket portions and ancillary services (e.g., baggage fees, seat selection) within 30 days (same payment method).
Outside PAL’s Control (e.g., weather, air traffic control): Rebooking on the next available PAL or partner airline flight within 48 hours. If not possible, rebooking on any carrier or a refund for unused ticket portions.
Refunds: Full refund if travel no longer serves a purpose, or return to your point of origin if stranded.

Compensation for Delays

(within PAL’s control, not required for safety, notified ≤14 days):

3-6 Hours: CAD 400
6-9 Hours: CAD 700
9+ Hours: CAD 1000

Exclusions: No compensation for delays due to extraordinary circumstances (e.g., weather, medical emergencies, NOTAMs), if notified ≥15 days in advance, for non-public fares, or if compensated under another regime (e.g., EU 261). Delay reasons may change upon investigation, finalized within 30 days. For international flights, the Montreal Convention may apply (up to 1,519 Special Drawing Rights, ~CAD 2,780).

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Flight Cancellations

Your Rights During Flight Cancellations

For PAL flights cancelled:

Prompt Notification: Updates within 30 minutes via email, SMS, airport announcements, or www.philippineairlines.com, with accessible options for passengers with disabilities.
Standards of Treatment: (within PAL’s control or for safety, notified <12 hours):
- Meals and refreshments after 2 hours (as above).
- Hotel accommodation and round-trip transportation for non-residents during overnight delays.
Alternate Arrangements:
Within PAL’s Control or for Safety: Free rebooking on the next available PAL or partner airline flight within 9 hours in the same or comparable cabin. If not possible, rebooking on any carrier within 48 hours or transport to a nearby airport. Alternatively, rebooking at a later date or a refund for unused ticket portions and ancillary services within 30 days.
Outside PAL’s Control: Rebooking within 48 hours on PAL or a partner airline. If not possible, rebooking on any carrier or a refund.
Refunds: Full refund if travel no longer serves a purpose, or return to the point of origin.

Compensation for Cancellations

(within PAL’s control, not for safety, notified ≤14 days):

3-6 Hours Delay: CAD 400
6-9 Hours Delay: CAD 700
9+ Hours Delay: CAD 1000

Exclusions: No compensation for cancellations due to extraordinary circumstances, notified ≥15 days in advance, or if compensated elsewhere.

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Missed Connections

Your Rights During Missed Connections

If a PAL delay or cancellation causes a missed connection:

Communication: Updates every 30 minutes via email, SMS, airport announcements, or www.philippineairlines.com.
Standards of Treatment (within PAL’s control or for safety):
Meals and communication after 2 hours (as above).
Hotel and transportation for overnight delays.
Rebooking or Refund:
- Rebooking: Rebooking within 9 hours on PAL or a partner airline (e.g., WestJet, Air Canada) in the same or comparable cabin. If not possible, rebooking on any carrier within 48 hours or transport to a nearby airport.
- Refund: Refund or return to the point of origin if travel no longer serves a purpose.

Compensation for Missed Connections

(within PAL’s control):

3-6 Hours Delay: CAD 400
6-9 Hours Delay: CAD 700
9+ Hours Delay: CAD 1000

Notes: For codeshare or interline flights (e.g., with Air Canada), contact the booking agent or operating carrier for assistance.

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Denied Boarding

Your Rights During Denied Boarding

If involuntarily denied boarding on a PAL flight due to overbooking or operational constraints (e.g., aircraft change):

Volunteer Process: PAL seeks volunteers with benefits (e.g., travel vouchers, CAD 800–2,000). Volunteers receive written terms before takeoff and are not entitled to APPR compensation.
Rebooking or Refund:
- Within PAL’s Control or for Safety: Rebooking within 9 hours on PAL or a partner airline in the same or comparable cabin. If not possible, rebooking on any carrier within 48 hours or transport to a nearby airport.
- Outside PAL’s Control: Rebooking within 48 hours on PAL or a partner airline. If not possible, rebooking on any carrier.
- Refunds: Full refund for unused ticket portions, or return to the point of origin if travel no longer serves a purpose.
Standards of Treatment: (within PAL’s control, not for safety):
- Meals and communication after 2 hours (limited in remote areas).
- Hotel and transportation for overnight delays, subject to availability.

Compensation for Denied Boarding

(within PAL’s control, not for safety):

3-6 Hours Delay: CAD 900
6-9 Hours Delay: CAD 1,800
9+ Hours Delay: CAD 2,400

Exclusions: Denied boarding due to safety, security, health, inadequate travel documents, or late check-in/gate arrival does not qualify for compensation.

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Baggage Issues

Your Rights for Baggage Issues

For lost, delayed, or damaged baggage:

Reporting: Report delayed or damaged baggage immediately at the airport Baggage Service Desk, providing contact information, baggage description, and boarding pass. File claims within 7 days (damaged baggage) or 21 days (delayed/lost baggage) via the Help page. If baggage is not returned within 21 days, report immediately.
Compensation: (Montreal Convention for international flights, airline tariff applies to domestic baggage):
- Lost/Damaged Baggage: Up to 1,519 Special Drawing Rights (~CAD 2,780 as of December 28, 2024). PAL will repair or replace damaged baggage (excluding normal wear and tear, defects, or overpacking). Special declaration of value (up to USD 2,500) is allowed before departure for a fee (USD 1 per USD 100 of declared value).
- Delayed Baggage: Refund of baggage fees; reasonable expenses (e.g., toiletries, clothing) up to CAD 250 with receipts, if returned within 21 days.
- Wheelchairs/Mobility Aids: Full replacement value if lost/damaged, without liability limits.

Process:

Submit claims with boarding pass, baggage tag, receipts, and photos (for damaged baggage). Court action within 2 years.

Notes: No liability for fragile, valuable, or perishable items (e.g., jewelry, electronics, documents), normal wear and tear, or damage due to overpacking or defects.

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Philippine Airlines baggage issues infographic with baggage service desk suitcases and icons showing delayed lost and damaged luggage rights compensation and claims process

Tarmac Delays

Your Rights During Tarmac Delays

For tarmac delays at Canadian airports:

Communication: Updates every 30 minutes via onboard announcements, including delay reasons.
Care After 90 Minutes:
- Food and beverages in reasonable quantities.
- Access to lavatories.
- Ventilation, heating, or cooling.
- Communication access (e.g., free Wi-Fi, phone calls).
- Medical assistance if needed.
Disembarkation: After 3 hours, unless takeoff is imminent within 45 minutes, if safe to facilitate. Priority for passengers with disabilities.

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Reimbursement of Expenses

Your Rights for Reimbursement of Expenses

Eligible Expenses: Reasonable costs (e.g., meals, toiletries, transportation) for delays ≥2 hours or cancellations within PAL’s control, or delayed baggage (≤CAD 250) with receipts.
Process: Submit claims via the Philippine Airlines official website or customer support. Claims require proof of expenses.

Reimbursement Limits

Delayed Baggage: Up to 1,519 Special Drawing Rights (~CAD 2,800) for reasonable interim expenses under the Montreal Convention, plus refund of baggage fees.
Flight Delays/Cancellations: Reasonable expenses based on delay duration, location, and time of day (e.g., meals for 2+ hour delays, hotel for overnight disruptions).

Note: No reimbursement for expenses due to uncontrollable events (e.g., weather, security threats).

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