PAL clarifies incident with Karlie Kloss, notes supermodel arrived after counter closed

Flag carrier Philippine Airlines on Wednesday cleared that it has already explained its protocol to international supermodel Karlie Kloss, who earlier took to social media to express her dismay on the airline after the supposedly "rude" customer service she was given.

"We are happy to note that Ms. Kloss has gracefully responded to PAL's initial communication. The airline has likewise sent her a formal letter stating that there was no deliberate intention to cause her any disservice," PAL said in a statement sent to GMA News Online.

This comes after Kloss missed her flight from New York to Vancouver, and consulted PAL's customer service for help but was supposedly given poor customer service. 

"I travel international on a weekly basis and I have never had a worse customer experience than I have tonight. Thanks Philippine Airlines," she said in a video posted on her Snapchat account.

"[Philippine Airlines] has the WORST CUSTOMER SERVICE OF ALL TIME. Most BUDGET AIRLINE. Rude & disrespectful. Shame on You," she posted on Twitter.

For its part, PAL said it exerted all efforts to reach out to Kloss to "explain the operational limitations at airports including cut-off time for check-in and boarding of passengers."

"To show the heart of the Filipino, we are extending her assistance to facilitate the refund of her unused ticket or to facilitate the rebooking of her flight. PAL will be pleased to serve Ms. Kloss' travel needs in the future," it added.

The airline also maintained that in line with its policy, check-in counters at the JFK International Airport close one hour before the estimated time of departure.

"Flight departure time was at 12:15 a.m. and counters closed at 11:15 p.m. Ms. Kloss arrived at 11:40 p.m.," it said.

"We are sorry to hear that Ms. Karlie Kloss was unable to board our PAL flight from New York to Vancouver (PR127) last June 7. As a matter of policy, the PAL check-in counters at JFK (John F. Kennedy) International Airport close one hour before estimated time of departure," it added. —JST, GMA News