Philippine Airlines Passengers Outraged After Cancelled New York Flight

Passengers of a Philippine Airlines flight bound from New York to Manila last week were left stranded and outraged after the carrier was forced to cancel its flight due to a mechanical issue aboard the Airbus A340-300 aircraft.

philippine airlines new york stranded
Copyright Photo: Angelo Agcamaran/PPSG
According to passengers, the aircraft operating flight PR127 was already set to take off for its intermediary stop at Vancouver from the runway at John F. Kennedy Airport in New York when the aircraft was stalled and forced to return to the gate. 

Reports indicate that Philippine Airlines attempted to resolve the mechanical issue but eventually cancelled the flight after more than an hour of delays. Passengers on board the flight were frustrated that the problem was not discovered until after the aircraft had already departed the gate. In addition, passengers were fuming over the way the airline handled the situation, which caused dozens of passengers to lose a few days of their vacation in the Philippines.

In a message to Philippine Flight Network, Jonas Aaron reported that his wife and in-laws had been stranded at the airport for nearly two-days after a "computer issue" cancelled the flight. Aaron reported that, "Philippine Airlines was not treating them as a passenger. They are not providing proper information or an alternative as to how to get back to Manila." He added that, "My wife is already tired of this poor service of Philippine Airlines in New York and the unprofessional behaviour of the ground crew."


Reports submitted to ABS-CBN News indicated that flight vouchers were offered for alternate carriers but were not accepted as they were apparently not filled out properly or lacked any validation from Philippine Airlines representatives in New York. "It was so disorganized, unprofessional," said one passenger in an interview with ABS-CBN. "They're not even sympathetic."

Officials from Philippine Airlines stated that the flight was cancelled due to a minor engine problem and the Captain refused to fly the aircraft due to safety concerns. The aircraft was consequently grounded for a maintenance check.

21 comments:

  1. Aging aircraft. Inexperienced contracted customer service staff. No surprises here....

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  2. Same thing happened to me a few years ago when i was flying out of LAX to MNL. A-340 plane had something go bad ,no parts in LA loss one day of vacation time.

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  3. The captain was correct in cancelling the flight if there were engine problems. After all, a small engine problem can become a huge disaster if unchecked - and there are many bad aviation accidents to prove that! So don't blame the captain for the issue that developed.
    This points out the problem of flying an airline that relies on older, second hand equipment. No matter how well-maintained, things wear out and fail.
    If PAL wants to succeed against the likes of Cathay Pacific or Northwest who fly this route, it is going to have to put some equipment on the route that competes with them.

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  4. I hope this convinces PAL to replace those A340s as soon as possible.

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  5. Replace this flight into Boeing 777-300ER

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  6. PAL is a long haul airlines but pretty much act like they are a budget carrier.

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  7. These things do happen but if customer service was superb and able to satisfy its clientele then everyone should live happily.

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  8. No one can guarantee a 100% operation but what they need is an SOP or a playbook for events like this check out SFO and LAX I am sure they are no stranger to this disruptions. Ano ang ginagawa ng "Station Manager" ? if he / she does not have the tools did he / she communicated what they need?

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  9. I hope this will serve as a wake-up call for PAL to speed up their evaluation of new generation aircraft such as the 787, A350, and the 777X. Or, in the short-term, they could acquire additional 777-300ERs.

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    1. 777-300ER's would be the way to go.... Just enough (4 or 6) to fill all their long haul routes for the next 3-5 years and in that contract discussion get line slots for 777X or 787 if filling the 777 remains difficult and seasonal for PAL

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  10. I can now see the root of the problem. When they interviewed a smart Pinay complainer, I knew that those PAL staff in JFK were in big trouble. These employees (not all) always act and think that the airline is theirs as they do not want to face their fellow compatriots upstaging them. Glad to see a lawsuit brewing around this episode. PAL management should also warn its employees that when they are in a super-power country, little things can always make them vulnerable to episodes like these, aggravating PAL's ability to pay for its monthly dollar or euro bills from Boeing and Airbus. If this case is tried in New York City, PAL is 100% lame duck because a 12-men jury are all Americans. This million dollar settlement money should go to the PAL employees, good or bad attitudes, so that they will work harder and more inspired! Que pena, what a waste!

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  11. Not surprised. Aircraft mechanical issues are inevitable. But of course the issues will be more frequent with ageing aircraft, which PR deploys on this route. Disgruntled passengers due to mechanical issues will also be inevitable. An airline's eventual failure on a route for not treating its affected passengers with care will also be inevitable. Passengers between New York and Manila have other airlines to choose from, airlines with far premium equipment and care and fares compared to PR. Hopefully passengers will make an intelligent decision when choosing their carrier. This JFK route, along with LHR, are doomed for failure.

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  12. Crab mentality of Pinoys are the disastrous headlines again and worst of all, it is happening in New York City!
    Most employees of PAL do not learn their lessons. Their employer is already financially struggling and they do not seem to worry about PAL courting bankruptcy if they continue to be clumsy and inefficient! Do not blame passengers complaining; they are always right!. A service industry like PAL is totally responsible for this nonsense episode. What a shame!

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  13. Neither am I surprised, Instead of using A340-300's to New York, why not use a 777-300ER that won't need to stop in Vancouver? Instead of buying old aging A340's why not get a 777-200LR or -300ER Instead and call them selves Your Home in the Sky? How can your home be in the sky if inflight comfort is in lack? Lack of maintenance? NOT A CHANGE!

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    1. Does a 773 ER have the range fly non-stop to n from JFK considering a full load of fuel, pax n balikbayan boxes. I understand it's a price sensitive issue, r Pinoys willing to pay extra due to its logistical issues in maintaining this route ...jst wandering..

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  14. PAL...your Jeepney in the sky

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