Airphil Express Experience (April 16, 2011)

I decided to take Airphil Express going to Legaspi to attend a friend’s wedding only to get a bad customer service experience.

Upon disembarkation, I noticed my checked-in bag was moist but I did not bother to open it.  When I arrived at my accommodation, I was very surprised to see my clothes were wet.  I immediately went back to the airport and talked to the airline manager.  He immediately informed me that an investigation will be conducted.  

After a week of follow-ups, I found out from the manager that an email was already sent to their Customer Service.  I immediately emailed CS to inform them of my disgust over the incident.  I received a reply a day after I lodged my email complaint.  Their letter did not express sincere empathy for the inconvenience that the incident had caused me. They even went to the extent of blaming me for not opening the bag while inside the airport and not reporting it immediately.  Without hesitation, I called the Airline Manager based in Legaspi.  He admitted that indeed the plane was wet when it departed from Manila.  I mentioned the Manager’s admittance about the incident to the airline’s Customer Service.  During my conversation with the Customer Service staff, I asked her to revise the apology letter and let her supervisor sign it.  A day after the phone conversation, I received the scanned copy of the apology letter.

With my experience in taking Airphil Express, I suggest that if you are taking their flight , make sure to use a water proof bag and that before leaving the airport premises, make sure to open your bag in front of their staff.