From: Ms._______ Street City Zipcode May 8, 2012 To: Mr.

__________ Position Airphilexpress Address Subject: Complaint against Airline Services Dear Mr. _________, I would like to express my disappointment in the quality of service that my family, companions and I received last 25 April 2012. Upon, checking in at the airport at around 10:30 AM, we were informed that our 1:50 PM flight to Busuanga, Palawan had been delayed by an hour. It was around 2:30 PM when we found out the flight scheduled to depart before ours had also been delayed and were in fact still waiting at the gate where they were being served a complimentary lunch by the airline. At around 3:30 PM, it was announced that our flight had in fact already been cancelled and were told to proceed to the Passenger Assistance Desk in the Arrivals Area of the Ninoy Aquino International Airport 3 where we would collect our bags as well as choose between being checked into a hotel or free roundtrip tickets courtesy of the airlines for the inconvenienced experienced as well as the bedlam it caused our vacation plans. It was a surprise to find that we were not the only cancelled flight from the airline, rather there were two more flights with us, one bound for Tagbilaran and the other the earlier flight to Busuanga all of us waiting in line to find out the course of action that Airphilexpress will undertake so that we could get to our destinations despite the delays. Again, the two options available to us were reiterated to us: round trip tickets or a hotel check in and that they will try to get us flights for the following day. With this in mind, we rearranged our schedules and our reservations in various establishments to cater to the unexpected change in plans. Suddenly at 4:00 PM the passengers from our flight, Flight 31, were told by the Passenger Assistance representative to leave our bags and follow him. We did not know where we were going but were asked to ride a bus. When all the passengers had boarded the vehicle, we were told that the airline was trying to get us on a plane to catch up with the sunset upon which no more flights to Busuanga would be departing due to the lack of illumination along the provincial airports runway. On hearing this welcome announcement, we hurriedly called our contacts to revert to our original schedules and reservations which thankfully were accomplished. Soon after, to our dismay, the Passenger Assistance representative of the airline got on the bus and announced that the flight was once again cancelled because of the lateness of the hour. Once again, we went to the Passenger Assistance Desk to collect our bags and wait for the airlines next course of action. This time, there were suddenly no representative at the desk, nor were there any who were informing the passengers of what happened and what will happen and the Airphil employees had already escaped to the security office of NAIA 3.

Additionally, there were delays in the retrieval of our belongings the second time because the baggage personnel told us that they had not yet received any endorsement from Airphil that it was okay to release the bags. We were made to wait for 3 more hours wherein there was no news from the airline; there was general and escalating dissatisfaction, as well as an increasing number of security personnel to keep the crowd from storming into the security office to confront Airphilexpress personnel. Finally, a spokesperson arrived to tell us that we were all going to board another bus that will take us to a a hotel as well as to inform everyone that while Flight 33 and the Tagbilaran flights had already been scheduled for departures the next day, there was no reassurance that our flight, Flight 33 will push through. We were taken to hotels in Malate, Manila where we were served substandard food with beddings and towels that were not well maintained. We were also immersed in a seedy location and the overall environment was not at par with the standards that we were used to. Moreover, no announcements were made for the next day. On the following day, we were all roused from sleep at 7:00 AM and told to be ready by 9:00 AM for buses to drive us back to the airport. At this time, we were still unaware of when we would be leaving for Busuanga. At the airport, there was initially no desk specifically assigned to accommodate the passengers who were delayed so that we did not know where to go to check in to our flight once again. After around 30 minutes we were finally told where the designated queue was. At the gate, our 1:50 flight was once again delayed and we were given meals for the inconvenience. There were also additional delays due to air traffic before finally reaching our destination. I would like to articulate that substandard hotel accommodations could in no way reconcile the chaos brought upon our vacation plans caused by the delay and the absence of any clarification and instructions to the passengers by the airline which resulted in passengers for 25 hours for a 50 minute flight, not to mention the waste of their time. I ask that Airphilexpress pay me and my companions for these transgressions. I would like a refund of at least 50% the rates we paid for the flight or complimentary roundtrip tickets to any of our preferred destinations. Again, I am extremely disappointed with the service provided by the airline.

I will wait for your response. Thank you.

Sincerely yours, Ms.__________