By Emmie V. Abadilla London-based international air transport rating organization Skytrax has upgraded Philippine Airlines (PAL) as a 4-Star airline, joining 40 others in the category, after a comprehensive audit of the flag carrier’s inflight and on ground service. PAL was the first and only airline in the country to have a 4-Star Rating, a mark of distinction for excellent standards of Product and Staff service across different assessment categories in a carrier’s Onboard and Airport environment. The Skytrax Certified Airline Star Ratings, awarded since 1999, are internationally recognized as a global benchmark of airline standards. “This is a big win for the Philippines,” announced Chairman & CEO Dr. Lucio C. Tan. “This recognition is a victory for the more than seven thousand members of the PAL family.” Furthermore, the 4-Star Airline Rating “recognizes the great improvements that the airline has introduced over the last two years, both in terms of product change and development and enhancement of the front-line staff service,” explained Skytrax CEO Edward Plaisted. “New and retrofitted aircraft have played an important part in the quality improvement process, and this develops further when PAL introduces the A350 into their fleet. We look for consistency of quality in the 4-Star rating and we look to PAL to ensure this is duly delivered to customers.” The rating upgrade is a key result of a multi-year top-to-bottom end-to-end enhancement of the Philippine flag carrier, confirmed PAL President and COO Jaime J. Bautista. “Our Get That Star journey began in 2016. Our efforts over the last two years have borne fruit. We have embarked on a journey of rolling out in-flight and on-ground innovation, opened new routes, increased connectivity across PAL’s route network, added new aircraft to our fleet and invested in the Buong Pusong Alaga (whole-hearted) training of all our cabin crew, ground crew and service providers domestically and internationally to enhance the passenger travel experience and earn a higher Skytrax rating,” he elaborated. “We want to place PAL at par with the world’s best airlines. With this 4-star rating, we are inspired to work even harder,” stressed PAL Chief Customer Experience Officer Jessica Abaya. Last year, PAL placed sixth on the list of the World’s Most Improved Airlines and was ranked by Skytrax as 67th out of 320 airlines, reflecting a 16-notch increase in rankings from that of 2016. From 2016 up to the present, the PAL Group finalized fleet orders of Airbus A350s, A321s, Boeing 777s and Bombardier Q400 Next Generation planes bringing the fleet count to 88 aircraft, the largest fleet in the Philippines. The flag carrier likewise developed new domestic hubs (Clark, Cebu, Davao) and introduced new international routes from Clark (to Seoul) and Cebu (to Bangkok, Chengdu, Beijing, etc.). Also, it launched direct nonstop services between Manila and Auckland and Manila and Toronto in addition to existing direct flights to London, San Francisco, Los Angeles, etc. Ultimately, PAL improved its on-time performance while maximizing fleet productivity; and strengthened its passenger care through the “Buong Pusong Alaga” (wholehearted service) philosophy, leveraging on its Brand Equity as the “Heart of the Filipino.” So far, eight of the airline’s 15 Airbus A330s have undergone a total cabin transformation from a single economy to a tri-class cabin providing maximum comfort on all classes. The latest Boeing 777s and the incoming Airbus A350s will further upgrade the PAL fleet for the airline’s long-haul international routes. PAL commissioned some of the country’s outstanding chefs to come up with dishes for domestic, regional, and international flights. In addition, PAL rolled out its myPAL eSuite personal TV service so passengers can access a wide selection of movies, music and TV shows via touch screen monitors in all classes of many aircraft, while myPAL Player provided in flight entertainment using passengers’ own devices. PAL also embraced a new Brand Visual Identity inspired by the Tapestry of the Filipino People, renovated the inter-terminal transit lounge at the NAIA Terminal 2, improved its business class check-in product, introduced a more efficient boarding procedure and put up airport terminal signage for passenger convenience. By the second quarter of 2018, the flag carrier will open a new, bigger and more sophisticated Mabuhay Lounge. “We have started the groundwork for the construction of a two-level, 1,250 square meter International Mabuhay Lounge at NAIA Terminal 2 which shall redefine the experience of our Business Class Passengers and Frequent Flyers,” Abaya revealed. “The new lounge will feature a Modern Filipino interior design inspired by the Filipino tapestry from different regions of the country. We will showcase the Best of the Filipino food and provide world class amenities such as private work stations, a meeting room, sleeping pods, shower and changing rooms, and a massage room where passengers can enjoy traditional Filipino hilot.” With its new 4-Star rating, PAL will continue unveiling new products and expanding routes, including the launch of non-stop services to New York and Brisbane as well as flights to India and additional routes to Japan and China within 2018. “By offering the public a globally competitive airline service, we attract more tourists and generate more economic activity for the Philippines. I am very happy and proud that Philippine Airlines, our National Carrier, is now a 4-Star Global Airline,” Bautista concluded.