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myPAL SURPRISE – GIFTS ONBOARD POLICIES

How myPAL Surprise works

Philippine Airlines’ myPAL Surprise takes care of your gifting convenience without compromising personal touch. We help you express your feelings to your loved ones 30,000 feet above the ground. Whether it be birthdays or anniversaries, you can now celebrate onboard the nation’s flag carrier.


How to avail myPAL Surprise

  • If the gift receiver has already booked a PAL international flight then you’re good to go. Go to any of our ticket offices nationwide and ask any of our Ticket Representatives for the list of available gifts onboard. You may also call any of our PAL hotline numbers.
  • Have your Ticket Rep retrieve the booking of the gift receiver and select your gift from the list of available items.
  • It is impossible to send a gift anonymously. Please make sure to indicate your name and your contact information (contact number, and email address) for confirmation purposes
  • You have the option to send your personal message to the receiver. Kindly inform your Ticket Representative and make sure to limit your message to only 100 characters.
  • You’ll receive a confirmation email within 3 working days.

General Terms and Conditions

1. Definition of terms

  • Company – refers to Philippine Airlines
  • Customer – means the purchaser of Goods from the Company
  • Damaged/Defective – an item that is faulty or unsuitable for use
  • Exchange – Returning a defective product for replacement by a different product of equivalent value which may be from the same or different manufacturers
  • Goods – all products sold and/or delivered by the Company to the Customer.
  • Refund – requesting for cash back of a customer’s payment
  • Replacement – returning a defective product for replacement by an exactly the same product

2. Application

These terms shall apply to all sale of Goods by the PAL Boutique.


No amendment, alteration, waiver or cancellation of any of these terms shall bind the Company unless confirmed by the Company in writing.


The Customer acknowledges that no officer, employee, agent, subsidiary and partner of the Company has any right to make any representation, warranty or promise in relation to the Goods or the sale of the Goods other than as contained in these Terms.

3. Prices

Prices shall be determined at the time of order and, prior to payment, can be subjected to change without notice.

4. Payments

Goods can only be received inflight. Any additional import taxes and/or local taxes may have to be paid by the gift receiver at the destination. Additional taxes will depend on the destination and the total amount of your purchases.


Philippine Airlines shall not be liable for any declined credit card transactions.

5. Title

Legal and beneficial ownership of the Goods shall not be passed to the Customer until such time the Goods have been paid in full.

6. Limited Liability

The Company is not subject to, and the Customer releases the Company from, any liability (including but not limited to consequential loss or damage) because of any fault or defect in the Goods. The Customer acknowledges that the Company is not:

  • Responsible if the Goods do not comply with any applicable safety standard or similar regulation;
  • Liable for any claim, damage or demand resulting from such non-compliance

The Company is not subject to, and the Customer releases the Company from, any liability due to confiscation of Goods.

7. Warranty

Philippine Airlines may at its discretion, conduct an investigation to determine if a product which has been reported as damaged or defective entitles a buyer to the remedies available hereunder. All reports for damaged or defective items will be sent to boutique@pal.com.ph.


The following issues/problems will NOT render the product Damaged, Defective or as defined herein and/or will not entitle the customer to any repair, replacement, exchange:

  • Faults resulting from normal wear and tear;
  • Damage or alterations resulting from accident or intentional use by anyone;
  • Minor and insignificant issues which do not diminish the utilitarian value of the product;
  • Product is found by the customer to be unsuitable for its intended purpose; and
  • Other similar cases

The Customer expressly acknowledges and agrees that it has not relied upon, and the Company is not liable for any advice given by the Company, its employees, agents or representatives in relation to the suitability for any purpose of the Goods.

8. Goods on Offer

The Goods available in this program contains complete descriptions and specifications. Mistakes and errors in the product details are not binding for Philippine Airlines. All information will be made available to the Customer through a printed clear copy.

9. Buyer’s Remedies

Customers are encouraged to report a Damage or Defect in accordance with the periods hereunder so that an investigation may be promptly initiated and their entitlements may be immediately determined. After due investigation and the product has been proven Defective or Damaged, the customer is entitled to the following alternative remedies: repair, replacement, exchange, or refund. This is in addition to reimbursement of all shipping and delivery costs associated therewith.

Customers are not entitled to replace, exchange or refund for any reason (including change of mind, product unsuitable for purpose intended, or out of stock) except when the product they purchased has been determined as Damaged or Defective and the claim has been timely made.

10. Force Majeure

The company will not be liable for any breach of contract due to any matter or thing beyond the Company’s control (including but not limited to fire, flood, earthquake, acts of God, wars, intervention of public authority)

11. Waiver of Breach

No failure by the Company to insist on strict performance of any of these Terms is a waiver of any right or remedy which the Company may have, and is not a waiver of any subsequent breach or default by the Customer.

12. No Assignment

No rights may be assigned by the Customer without prior written consent of the Company, which is at the Company’s absolute discretion

13. Severability

If one or more of the provisions contained in this Terms and Conditions shall be held declared or become invalid, illegal or unenforceable in any respect under any law, rule or regulation issued by the appropriate governmental authorities, the validity, legality and enforceability of the remaining provisions shall not in any way be affected or impaired.

14. Governing Law And Venue Of Actions

This Terms and Conditions shall be governed and construed by the laws of the Republic of the Philippines. Any and all disputes arising from this Terms and Conditions shall be brought exclusively before the courts of competent jurisdiction of Pasay City to the exclusion of all other courts.


Frequently Asked Questions

What happens if the gift receiver missed the flight?

If the gift receiver missed his/her flight, he/she may claim it through our Inflight Sales Office. It is recommended that an email must be sent first to boutique@pal.com.ph to facilitate claims.

What happens if the gift was not delivered onboard?

Gift may still be claimed even after the flight. Kindly email boutique@pal.com.ph for more details.


Otherwise, the amount you paid will be reimbursed. If the form of payment is credit card, amount will be charged back to your card account. If cash, you may claim through any of our ticket offices nationwide. Before you claim cash refund, please email your request to boutique@pal.com.ph.

What happens if the flight was rebooked?

Kindly email your myPAL Surprise rebooking request to boutique@pal.com.ph at least 3 days before the date of the new departure. Rebooking cannot be accommodated if the new departure is less than 3 days before the date of the rebooking. If the flight falls less than 3 days, PAL will not be liable. Cakes are non-refundable for cases like these.

What happens if the flight was cancelled?

If the rebooking date is made 3 days in advance, the gift may also be rebooked. Otherwise, the amount you paid will be reimbursed. If the form of payment is credit card, amount will be charged back to your card account. If cash, you may claim through any of our ticket offices nationwide. Before you claim cash refund, please email your request to boutique@pal.com.ph.

Who should I contact if the product received was defective?

You may send a photo/evidence of the defect with your written concern via email to boutique@pal.com.ph. Philippine Airlines will investigate the cause of the defect. If the defect is due to production, the item will be replaced/repaired. However, if the defect was brought about after the delivery of the item to the gift receiver, amount will not be replaced or repaired. Customer may contact or visit Merchandising and Retail Programs Office.

How can I reach the office of myPAL Surprise?

Division: Merchandising and Retail Programs

Sub-department: Ancillary Business Programs Management

Department: Ancillary Business Unit

Address: 6F PNB Financial Center, Diosdado Macapagal Avenue, Pasay City 1300

Office Hours: Monday to Friday, 9am to 5pm

Telephone: 855-7000 local 5896

Email Address: boutique@pal.com.ph