Philippine Airlines (PAL) is improving its customer service in order to boost its business, PAL Holdings vice president Captain Stanley K. Ng said Monday.
The country’s flag carrier saw its net profit reach P3.9 billion in the first quarter of 2025, with revenue slightly dipping 1 percent to P47.3 billion because of lower yields and the Holy Week travel period moving to April instead of March.
Ng said he thinks things will still be good in the second quarter because there is still demand for travel.
“It’s just, of course, competition is coming in, so more challenges with the fares. But, however, if there’s demand, there’s hope,” the businessman said.
Asked how the airline plans to stand out against the competition, Ng said, “What we’ve always done, of course, we improve our product, improve our services, improve our back-end system to make the customer journey better.”
He also said the carrier will buy new and better planes, and refurbish all its Airbus A321 CEO airplanes that fly to regional destinations.
“[At the] end of the day, it’s about service. So if the customers are happy with your service, then they will keep coming back,” he said.
Ng said Filipinos are still willing to spend on travel experiences.
“I think that’s really important to the people today. They save up for their trips. They want to see the world. They want to see different beautiful destinations in the Philippines,” he said.
“Sometimes, there’s different segments: some people prefer premium travel, some people prefer cheaper fares, but that’s why there are promos from time to time to give access to all the people traveling.”
