PAL HANDLING GUIDELINES AMID COVID-19 CONCERNS

Effective immediately, please be advised of the following handling guidelines that will supersede all previously released advisories amid COVID-19 concerns.

The following handling guidelines shall apply to all affected passengers amid COVID-19 concerns.
These shall apply to all international and domestic routes on PR and 2P operational flights including codeshare and interline whether totally unused or partially used tickets.

FOR INVOLUNTARY CHANGES

Applicable for tickets with cancelled flights due to COVID-19 and/or passengers covered by a travel ban (e.g. (community quarantine, denial from thermal screening, mandatory quarantine/self-isolation, etc.) and allow processing even after 12 April 2020.
Applicable also to all sectors in the ticket provided that all sectors are in PR 079 plate.

Guidelines:

1. Waive change fee once and without additional fare collection if new travel date is on the same booking class, same route, and within ticket validity. Collect fare difference / taxes, if applicable.
   For rerouting, waive change fee once within ticket validity and collect fare difference / taxes, if applicable.

   Indicate in the new ticket “INVOL DUE COVID19 PR____ / (flight date) (XLD, as applicable)” in the endorsement/restriction field.
   
   

2. If passenger is undecided on new travel date, convert the full unused value of the refundable or non-refundable ticket into a Travel Voucher (EMD). For EMD issuance, refer to PR Reservations Hotline or available PR ticket offices, General Sales Agents. EMD Terms and Conditions: The Travel Voucher is valid for 1 year and can be used to purchase PAL tickets. This is not transferrable and not convertible to cash. For more information, you may refer to the PAL Website.
   
   
3. If passenger still insists, refund full unused value without penalties, excluding TSC (ticketing service charge).
   
   
4. For international passengers with domestic connection within the lockdown period that will result to an out-of-sequence ticket and who will request to forfeit domestic sector, allow without fee (refer to your Account Officer for status change to USED).
   
   
   

FOR VOLUNTARY CHANGES

Applicable for tickets issued on/before 31 March 2020 (not covered by cancellation or not covered by a travel ban).
Applicable only for tickets on PAL 079 plate. Not applicable for previously waived change fees due to either fare rules, special handling guidelines or ad hoc requests.

Guidelines:

For tickets with travel dates until 30 April 2020, changes must be made at least 24 hours before departure.
For tickets with travel dates 01 May 2020 onwards, changes must be made at least 7 days before departure. 

1. Waive change fee once within ticket validity. Collect fare difference / taxes, if applicable.

   Indicate waiver code in the new ticket GSA20-0318RI014E, in the endorsement/restriction field.
   
   

2. Applicable penalties per fare brand shall apply if the above conditions are not met

   Fare brands included are:
   Economy Supersaver / Economy Saver / Economy Value
   Business Value* for Auckland and Middle East

   Currently the following fare brands allow rebooking:
   Economy Flex / Premium Economy/ Business Value* (excluding AKL & ME) – 1st Rebooking Free
   Business Flex – No Penalty for Rebooking/Rerouting/Upgrading/Reissuance
   
   

3. If passenger is undecided on new travel date, convert the full unused value of the refundable or non-refundable ticket into a Travel Voucher (EMD). For EMD issuance, refer to PR Reservations Hotline or available PR ticket offices, General Sales Agents.
   EMD Terms and Conditions: The Travel Voucher is valid for 1 year and can be used to purchase PAL tickets. This is not transferrable and not convertible to cash. For more information, you may refer to the PAL Website.
   
   
4. If passenger still insists refund, follow fare rules.
   Failure to collect applicable fees / taxes and to follow fare rules will be subject to Agency Debit Memo.
   
   
5. For international passengers with domestic connection within the lockdown period that will result to an out-of-sequence ticket and who will request to forfeit domestic sector, allow without fee (refer to your Account Officer for status change to USED).