August 21, 2018
Dear PAL passengers and families,
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 blockage of the main runway, by another airline’s disabled aircraft compelled us 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 of our airplanes were stranded. The timely deplaning of passengers became a challenge too at some diversion airports despite our efforts in coordinating with airport authorities as these airports because of the sudden influx of multiple diverted flights from various airlines.
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.
We exerted 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.
Now that the runway has re-opened, we continue to work 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.
We wish to take this opportunity to thank the Manila International Airport Authority, the Civil Aviation Authority of the Philippines and other government agencies here and abroad, with whom we have been constantly coordinating.
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.
PHILIPPINE AIRLINES MANAGEMENT