Vice Ganda Calls Out PAL for Flight Overbooking

Now that travel is back on full throttle again, airports are becoming busier than ever. But that also means dealing with all kinds of travel-related issues. From immigration offloading to airport brownouts, Filipinos have been dealing with airport issues this year. And even celebrities have their share of unpleasant experiences, too. Last night on X (formerly Twitter), Vice Ganda aired out her frustration with Philippine Airlines. Here’s what happened.

An overbooked flight

GRABE KA @flyPAL !!! Grabeng pangaabala at perwisyo ang dinulot mo sa masaya sanang trip na ito!!! Bakit kayo ganyan??? Ilang beses nyo kaming pinaranas ng overbooking sa puntong di nakasakay ang kasama namin. Ngayon ako naman ang nawalan ng upuan! 😡😡😡😡😡😡😡😡😡😡😡😡😡

— jose marie viceral (@vicegandako) October 24, 2023

Vice Ganda, who was returning from Bangkok to Manila, shared that her flight back home was delayed and that she was offered a different seat than what she paid for.

Sistema nyo na ba talaga ang overbooking @flyPAL ??? Alam nyo ba kung gaanong stress ang idinudulot nyo sa pasaherong di nakakasakay sa binook at binayaran nyang flyt? May damdamin pa ba kayo ng malasakit para sa pasahero? Pera pera?

— jose marie viceral (@vicegandako) October 24, 2023

She originally paid for a Business Class seat, as shared in this tweet:

Delayed at overbooking!!!! GRABE!!!! @flyPAL pic.twitter.com/fMVkSBl8f1

— jose marie viceral (@vicegandako) October 24, 2023

Even her partner refused to board the flight without the assurance that Vice Ganda would be able to ride the aircraft back home.

Walang halong biro naiyak ako habang tumatakbo para umabot ako sa flyt na muntik kong di masakyan dahil nagoverbook kayo. Si Ion inabutan kong mukhang kawawang nasa pinto ng eroplano dahil ayaw nyang sumakay kung di ako makakasakay. Yun ang ginawa nyo sa amin. @flyPAL

— jose marie viceral (@vicegandako) October 24, 2023

PAL’s response

TL;DR: Philippine Airlines clarified that the flight from Bangkok to Manila was not overbooked. But two seats were unserviceable due to safety concerns, which is why Vice Ganda was given the offer to downgrade seats. In the end, Vice Ganda, who was offered different seats, was able to board the flight and get the original business class seat, as other passengers agreed to downgrade theirs.

Netizens aren’t impressed with this response

Under Vice’s tweet, Pinoys similarly aired out their frustrations with Philippine Airlines. One netizen asked if the airline would provide the same prompt and lengthy response for a non-celebrity passenger.

A few netizens also stated that the local airlines’ response seemed like they were putting the comedian in a bad light, just because she shared her unpleasant experience.

Celebrity or not, this is what we all deserve: better customer service, especially when passengers aren’t at fault.

It appears there’s miscommunication

Hindi yan ang sinabi sakin sa counter! Ang sabi ng staff
“THE FLIGHT WAS OVERBOOKED AND MY SEAT WAS GIVEN TO ANOTHER PASSENGER”. MAG BATO BATO PICK NA LANG KAYO NG STAFF SA COUNTER KUNG SINO SA INYO ANG PAL-PAK! YUNG PANALO LIBRE KO NG ROUND TRIP TICKET VIA CATHAY PACIFIC! https://t.co/fg8O9H2D26

— jose marie viceral (@vicegandako) October 24, 2023

Vice Ganda clarified that PAL’s response was different from what she was told by on-ground staff. According to her, she was told that the flight was indeed overbooked.

What is an overbooked flight and why does it happen?

Overbooked flights aren’t new, and it has been an issue even before the pandemic. According to a report published by Time, overbooking is typically about profit. Airlines overbook flights to make up for empty seats due to circumstances, such as no-show passengers and cancellations. As a result, other passengers are denied boarding and would receive an option to be paid instead, whether in travel funds or cash.

What are the rights of the passenger in case of flight overbooking?

In case you encounter the same situation as Vice Ganda, know that you have the right to compensation, as stipulated in the Air Passenger Bill of Rights or the Joint DOTC-DTI Admin. Order No. 1. When a flight is overbooked, the airline or air carrier must look for volunteers who are willing to give up their seats. If the number of volunteers is not enough, the air carrier shall increase the compensation package until the required number of volunteers is met. This process is called the auction system.

Stated on Philippine Airlines’ website is a notice regarding overbooked flights: