We decided to upgrade to business class on our way back to Canada and you would think it'll be an easy task ( In North America, it's just a metter of one call to the airline). Wrong! We have to make 5 calls to the 24-hour reservation line and 3 trips to the ticket centre to finally get our upgrade done. Very disappointing! Worst, the 24-hour customer assistants provides information that are in conflict with the ticket centre reps. Are they not working in the same company? The only reason we fly PAL is because it's a direct flight coming from Vancouver. However, we would rather fly with a stopover than to be subjected to PAL's mediocre service. It's unacceptable!
And by the way, this is not the only reason why we decided to discontinue flying with PAL.