PAL overbooking ruins Boracay getaway despite confirmed tickets

According to Chanjueco, they checked in at around 10 a.m. but were informed that they could no longer be accommodated.

PAL offered to reroute them through Manila before flying to Caticlan. However, because their vacation was only for one night, the alternative itinerary was impractical.

The passengers waited until boarding in hopes that some travelers would not show up, but no seats became available. Other flights were reportedly fully booked.

Eventually, both passengers accepted ₱5,000 in cash compensation each.

However, the situation became more complicated when they requested refunds or rebooking of their original tickets.

Chanjueco said they were initially informed that their tickets were non-refundable. A proposed 30-day rebooking window was also unsuitable because of their upcoming international trips.

Frustrated, she requested to speak directly with a manager, but the request was reportedly declined over the telephone.

Rather than accept the initial refusal, Chanjueco insisted on speaking with someone authorized to approve a resolution.

An experienced ticketing employee eventually intervened and explained that a refund was possible with the proper authorization.

“Sales is okay to refund. No problem. They just need authorization,” the employee reportedly said.

Chanjueco later shared the experience as a lesson in customer service and negotiation, encouraging consumers to identify decision-makers, ask questions, and remain persistent without becoming disrespectful.

PAL responds

Philippine Airlines subsequently responded publicly to Chanjueco’s post, expressing regret over the disrupted vacation.

“We know how disappointing it must have been to miss out on your Boracay trip after already looking forward to a well-deserved getaway,” the airline wrote.

PAL also acknowledged that a resolution had been reached regarding the passengers’ booking and expressed hope that their future travel experience would be smoother.

Chanjueco welcomed the response but questioned why passengers with confirmed reservations could lose their seats because of overbooking.

She also praised the ticketing employee who helped resolve the issue and acknowledged the check-in personnel who assisted them despite having limited authority.

Airline overbooking is a practice in which carriers sell more reservations than available seats, anticipating that some passengers will cancel or fail to appear.

In the Philippines, passengers involuntarily denied boarding because of overbooking are entitled to protections under the Air Passenger Bill of Rights, including applicable compensation and alternative travel arrangements.

For Chanjueco, the experience ended with compensation and a booking resolution, but without the Boracay vacation they had carefully planned.

“No Boracay. No Henann,” she wrote, describing the experience as an unexpected lesson in handling customer service objections.