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Picture this: you’re super excited because you booked a Philippine Airlines (PAL) flight for your next vacation. But, when the day of the flight rolls around, it’s significantly delayed or cancelled altogether by the airline. Or maybe you need to adjust your travel plans. What are your options?
As airline compensation experts since 2017, we have all the answers you need and the experience to get the maximum compensation. Read on for our tips and tricks to file claims, get Philippine Airlines refunds, and keep the highest amount of money in your pocket by knowing your air passenger rights.
Highlights of the Philippine Airlines Cancellation Policy & Compensation Information
- Depending on your PAL flight route, you have different Philippine Airlines compensation options for flights from the Philippines, the UK, the EU, and Canada.
- Philippine Airlines doesn’t currently have any routes to the UK or EU, but plans are in the works to add these to their offerings in 2025.
- The maximum payout passengers can receive is £520, CAD$1,000, or €600.
- When Philippine Airlines delays or cancellations leave passengers waiting at least 2 hours at the airport, the airline must offer meals/refreshments and access to communication.
- In 2024, PAL’s on-time rate was 76.06%.
- The Philippine Airlines cancellation policy only allows voluntary cancellation with no added fees for the Economy Flex fare class.
- Philippine Airlines also provides limited compensation and re-booking options for missed connections and when flights are overbooked.
Claiming Philippine Airlines Cancellations and Delayed Flight Compensation Yourself
While we’re always here to help, you can also file a claim on your own. And if things don’t go as planned, contact us to take advantage of AirAdvisor’s expertise and 98% win rate. For routes from the UK, EU, or Canada, this is what you need to do:
- To file a Philippine Airlines delayed flight compensation claim or for cancellation, there isn’t a specific form. You’ll need to submit a request here and choose the reason as Flight Disruption. Alternatively, in the UK, there is no dedicated customer support phone number, so you’ll need to call (+632) 8539-0000 or chat 24/7 via Facebook Messenger. You’ll find all the Philippine Airlines information to contact them on their website.
- Give all the pertinent details of your situation in writing or by phone, and be clear about what you’re claiming, whether it’s for hotel or meal expenses, a Philippine Airlines refund, or compensation in the form of cash or vouchers. Check your air passenger rights using our free compensation calculator.
- Keep following up until you get what you deserve, and note that PAL may offer vouchers, which should be avoided in favour of cash due to expiry dates and lack of flexibility.
- Should you need to escalate the issue, in Canada, contact the Canadian Transportation Agency (CTA). For flights that depart the UK, it’s the Civil Aviation Authority (CAA).
- Since the process can be long and drawn out, your other option is to let our experts deal with everything for you. Simply start your claim, and leave it in our very capable hands.
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How to Handle a Philippine Airlines Flight Delay
Since PAL doesn’t offer any EU or UK flights at the time of writing, your options will only take into account the air passenger protection regulations in the Philippines and Canada currently.
Regardless of which country’s regulations apply, as soon as the delay happens, you’ll want to know your options for re-booking and compensation/care and assistance. In most cases, a delay of 2 hours or more triggers the following:
- Meals and refreshments.
- Access to communication, such as a phone call or wi-fi.
Note that in the Philippines, according to the Department of Transportation and the Civil Aeronautics Board, once a flight is delayed by at least 4 hours and the airline is at fault, the flight is considered cancelled and passengers have the right to:
- Compensation for the delayed portion of the ticket in cash or as a voucher; or
- Board the original flight if they so choose; and
- The same care at the airport in the form of meals, communication, and hotel/transportation for overnight delays.
In Canada, when a delay is 3 hours or more past the original arrival time, passengers have the choice to re-book on an alternative flight with PAL or a PAL partner within 48 hours. If the 48-hour window can’t be accommodated, assuming the delay is outside PAL’s control, the passenger will be re-booked on another airline.
On the other hand, if the delay is caused by the airline, PAL commits to re-booking on a PAL or PAL partner route within 9 hours, and another carrier if this deadline isn’t feasible.
So, you need to decide whether you’re continuing with the delayed flight, check your re-routing options ASAP, and ask for the care items you deserve.
Philippine Airlines Flight Delay Compensation – UK and EU
Once PAL gets routes to and from these regions up and running (projected by the end of 2025), any flights that leave the UK will be covered by UK261, and flights leaving the EU, by EU261. Due to a large order of Airbus A350 aircraft, PAL’s President, Stanley Ng, said:
Maybe in a year’s time, you can see a PAL plane flying to France when we get the new Airbus A350. But we’re still looking into that. We had meetings for that. And we’re optimistic that it’s going to work.
The main issue that seems to be preventing this new route is fare price, for which Mr. Ng has asked for assistance from both governments.
Provided the delay is at least 3 hours and the cause is attributable to the airline, passengers can claim:
- A payout of up to £520 (€600) as Philippine Airlines delayed flight compensation.
- Virtually the same right to assistance at the airport with meals, drinks, and communication access, plus hotel stays and transportation to and from the airport to the accommodations. Ask for these items as soon as the flight reaches a minimum delay of 2 hours.
Dealing With a Philippine Airlines Cancellation the Right Way
First of all, we know that this is not good news, but don’t panic. You’ll want to:
- Get booked on a replacement flight as soon as the news drops, assuming you wish to continue your travel.
- If your travel itinerary no longer makes sense, request a refund as soon as you can.
- Ask the reason for the cancelled flight, this is important to determine remuneration amounts.
- Exercise your right to care by asking for reasonable meals and drinks, and a hotel plus transportation if your new flight isn’t leaving until the following day.
- If applicable, file a proper PAL compensation claim once you return home, and know that using meal and hotel vouchers doesn’t negate your ability to claim actual cash.
What’s Covered When Philippine Airlines Flights Get Cancelled?
In the Philippines, for Philippine Airlines cancellations within 24 hours of the scheduled flight departure time (when the airline is not at fault), passengers can claim the same care as for delays and:
- A full refund
- A new flight within 30 days of the original one at no extra charge.
For cancellation within 24 hours when the airline is at fault, the airline should find a suitable replacement flight, even if it’s with another carrier, or allow passengers to purchase a new fare themselves and submit for full reimbursement. Passengers can also get hotel accommodations and transportation for new flights that don’t depart until the next day.
UK and EU departing flights cancelled within 14 days of departure are also eligible for up to £520.
Recent Philippine Airlines Cancellations and Delays
In 2024, according to Cirium, PAL’s on-time rate was 76.06%, but these flights were late more often than that, and some involved inconvenient cancellations. Data is from the start of January to the end of February 2025. Find out which routes entitle passengers to Philippine Airlines delayed flight compensation and other perks.
Flight Number | Route | On-Time Rate | Cancellation Rate | What’s Available to Passengers? |
PR101 | Honolulu to Manila | 40% | N/A | 2-hour delay – meals, communication. At-fault delay of at least 4 hours – considered cancelled; new flight/refund + meals, communication, hotel, transportation. |
PR124 | Manila to Seattle | 46% | 4% | 2-hour delay – meals, communication. Cancellations or flights delayed at least 4 hours – new flight/refund + meals, communication, hotel, transportation. |
PR117 | Vancouver to Manila | 60% | 7% | Up to CA$1,000 in compensation (about £520) plus care in the form of meals, communication, hotel + ground transportation. |
Cancellations and Philippine Airlines Delayed Flight Compensation – The Rules
As a general rule, you want to claim using the regulation that offers the most bang for your buck. Since the Philippines doesn’t have any specific amounts for flight delays, if applicable, passengers should claim through Canada, the UK, or the EU. The payout is based on flight distance and/or delay length, depending on the region.
Departing UK and EU Flights
- Distance less than 1,500km: £220 (€250).
- Distance between 1,500km and 3,500km: £340 (€400).
- Distance over 3,500km delayed 3 to 4 hours: £260 (€300).
- Distance over 3,500km delayed 4 hours or more:£520 (€600).
For Philippine Airlines flight cancellation compensation, the limits are similar as long as the flight was cancelled with less than 2 weeks (14 days) notice.
What About Canada?
PAL is considered a large airline, and as a result, the CTA mandates delayed flight compensation in the following amounts:
- Delays between 3 to 6 hours: CA$400 (£215)
- Delays between 6 and 9 hours: CA$700 (£375)
- Delays over 9 hours: CA$1,000 (£530)
Getting Money Back – The Philippine Airlines Cancellation Policy
Unfortunately, the Philippine Airlines cancellation policy makes it hard to actually get the cash for your ticket back if you elect to cancel the flight. It largely depends on the fare you purchased and its terms and conditions:
- Economy Super Saver – Completely non-refundable.
- Economy Saver – Refundable for a fee, all segments of the ticket must be unused.
- Economy Value – Refundable for a fee, all segments of the ticket must be unused.
- Economy Flex – Fully refundable.
- Premium Economy (only for NY & Honolulu flights) – Fully refundable, a fee applies if the ticket is partially used.
Additionally, if you’re not planning to take the flight, it’s best to cancel at least 24 hours before it departs to avoid the PAL no-show fee of US$125 (about £95) per transaction.
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Philippine Airlines Missed Connections
In the Philippines, PAL is required to re-book a passenger who misses a connecting flight due to a delay when it’s caused by something within their control. Also, for flights from the UK and EU, passengers can claim up to £520 when they arrive late.
How Do Extraordinary Circumstances Factor In?
We’ve mentioned that certain compensation is only available when the airline is at fault. Some examples of extraordinary circumstances (not the airline’s fault) include:
- Bad weather
- Air Traffic Control issues
- Aircraft defects
On the flip side, airlines may need to delay or cancel flights for reasons within their control. These include:
- Philippine Airlines staff strikes
- Aircraft maintenance
- Scheduling errors
Philippine Airlines at a Glance
As the country’s flag carrier, Philippine Airlines currently jets passengers all over Asia, the US, Canada, and Australia, with further flight schedule expansion planned for Europe, including the UK, in 2025. Passengers can generally expect to encounter a delay on 1 out of every 4 PAL flights, with cancellations being much more rare. So, why not pack your baggage and head out on a PAL international flight now?
