<Service Plans for Airline customers> In accordance to the Ministry of Land, Infrastructure and Transport Law no. 2017-1035, the following information about services for airline customers will be disclosed.

<Measures taken when passengers are refused boarding due to overbooking>

• In any circumstances in which a passenger is denied boarding due to overbooking in a plane bound from South Korea, we will look for passengers who will voluntarily give up their seat to reduce involuntarily denial of boarding, and if the passenger is still denied boarding, they would be compensated according to the airline’s policies or the 「Consumer’s Conflict Resolution Standards」.

<Measures taken for Damaged Baggage>

• Compensation for lost or damaged checked baggage is given only if it was found to have been caused onboard or mishandling of baggage by Philippine Airlines. Compensation will not be given for damage beyond the airline’s responsibility; including damage due to inherent defects, special properties or hidden defects of the baggage
• Responsibility of damaged or lost carry-on baggage, including compensation, will only be given if it was found to have been caused by Philippine Airlines or due to the user’s intent or negligence
• Responsibility for the damage or loss for checked-in baggage will be given within the scope of convention or the national law. However, if the airline customer reports the difference of the value of the checked baggage upon departure and arrival, Philippine Airlines will be responsible for compensating the difference unless there is evidence that the declared value exceeds the value upon arrival.
• Philippine Airlines will hold responsibility for the inconveniences caused by the delay of checked-in baggage. However, it will not be responsible when every measure had been taken to prevent such inconveniences for the customers or their representatives, or if there was evidence that carrying out such measures were not possible at the time

<Information about cancelling, refund, or change of airline tickets>

• • If the flight tickets are sold within South Korea, the customer should be informed of the costs of cancelling, or requesting refund, and changing details of the airline ticket. This also includes information about costs that may be waived and the time period in which they can request cancellation or refund and change (Refer to “Transaction Conditions for Cancellation and Refund” below) before making a contract

<Measures Taken for Flight Delays>

• We will not delay the flight for more than 4 hours with our passengers on board on the airport runway. The time taken to close the doors of the aircraft for departure and to open its doors upon arrival is excluded from this time period. The following circumstances are also exceptions:
  • If the captain of the aircraft feels that it is necessary to stall the aircraft on the airport runway due to weather conditions, government orders, or for safety and security reasons.
  • If the government agencies propose that returning to the airport gate or other areas in which passengers may board the plane would cause confusion and panic.
• If there is a delay for more than 2 hours in the airport runway, meals would be provided for the passengers. However, this excludes conditions in which the captain feels that the provision of meals or other similar services would threaten its safety and security.
• Reasons for the delay on the airport runway, and the information about its progress will be provided to the passengers every 30 minutes.
• Human and material resources will be provided as an emergency plan during delays on the airport runway.

<Measures taken when changes are made after Purchase of Airline Tickets>

• If changes in business plan, business plan rejection of government, flight delay (for more than 30 minutes), flight cancellation and etc of an aircraft departing from South Korea cause an inability to follow the original flight plans, an email or an equivalent method should be sent to the airline customers (passengers). However, this is limited to the case where the passenger's contact information is known, and when the departure time is impending (within 1 hour) the announcement will be made in the airport.
• The changes made above must be displayed on the internet homepage. (Unless the changes were made on the same day)

<Providing Information>

• If the airline tickets are sold in South Korea, the airline should report the excess baggage charge and the maximum weight of baggage eligible for free check-in, as well as the number of baggage allowed, on the electronic copy of the airline ticket.
• If it is ticket of joint flight operation sold in South Korea, the name of the aircraft that the passengers will board, the possibility that the actual fare of operating airline may be different from the airline from which it was purchased, and the name of the airline that processes the boarding tickets, as well as the actual rules for baggage will be notified.
• Information about the aircraft’s seat plan (including the spaces between the seats, and the widths of the seats), and locations of the emergency exits in the flight seat map, will be posted on the internet homepage.
• If there are changes in costs for checking in baggage or the maximum weight allowance for free baggage check in, these changes shall be posted and should remain on the internet homepage for at least 3 months.