PAL apologizes to passengers

CLARK FREEPORT – The Philippine Airlines (PAL) has sent its apology to its passengers who were affected by the recent incident at the Ninoy Aquino International Airport (NAIA).

“On behalf of the PAL Family, we want to thank you for your patience and understanding during the last few challenging days, when our flights to and from our Manila hub were severely affected by the closure of NAIA Runway 06/ 24,” the PAL management stated in its apology letter furnished Sun.Star Pampanga.

PAL added that the blockage of the main runway by another airline’s disabled aircraft compelled the flag carrier to divert many flights to Clark, Cebu, Davao and even overseas including Bangkok, Hong Kong, Tokyo and Ho Chi Minh City (Saigon), where more than 20 PAL aircraft were stranded.

The timely deplaning of passengers became a challenge too at some diversion airports despite efforts in coordinating with airport authorities because of the sudden influx of diverted flights from various airlines, the PAL management added.

“Meanwhile, we struggled to operate some flights from the second runway, Runway 13/ 31, which could accept smaller aircraft. Unfortunately, there were still delays and cancellations as dozens of flights from different airlines switched to that runway, not to mention the strong tailwinds that required closing Runway 13/31 at times,” it further stated.

PAL made an assurance that its personnel are exerting all efforts to take care of affected passengers who, we recognize, had to endure uncertainty, long waits and discomfort.

“We acknowledge, however, that our efforts were not enough at some of the critical times. And for this, we sincerely apologize and we assure you that we will strive to do more and make the necessary improvements for the benefit of all,” PAL stated.

Now that the runway has re-opened, the airline vowed to continue working hard to normalize operations, which entails bringing home diverted airplanes, mounting replacement flights on key routes, reshuffling of aircraft, crew and other operational resources.

“There is so much more to do and there will regrettably be some more delays and re-timing of flights. But we will do what we can to minimize the inconvenience to our valued passengers,” the carrier’s management said.

PAL also thanked the Manila International Airport Authority, the Civil Aviation Authority of the Philippines and other government agencies here and abroad for their support and assistance.

“We also want to express our appreciation to all PAL personnel, service providers and other program partners who are giving their all-out dedication during this difficult time. Most of all, to our customers and their families: Thank you for bearing with us. We owe you all our great appreciation, and we promise to do more for you and for our country. God bless you all,” it added.