MANILA – Philippine Airlines (PAL) issued a statement on Wednesday after American fashion model and former Victoria’s Secret Angel Karlie Kloss lashed out at the flag carrier for its supposed bad service.
(READ: Model Karlie Kloss lashes out at PAL after missing flight)
While PAL is sorry to hear that Kloss missed her flight last June 7, the airline explained that the model arrived long after the check-in counters were closed.
According to PAL, Kloss arrived at 11:40 p.m., while the check-in counters closed at 11:15 p.m.
“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,” it said. “As a matter of policy, the PAL check-in counters at JFK International Airport close one hour before estimated time of departure. Flight departure was at 12:15 a.m. June 7 and counters closed at 11:15 p.m. June 6; Ms. Kloss arrived at 11:40 p.m.”
PAL reiterated that it “values all its passengers” and that it has “exerted all efforts to reach out to Ms. Kloss.”
“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,” it said.
The airline also promised to assist the model in getting a refund for her unused ticket or rebooking her flight, saying it will be “pleased to serve Ms. Kloss’ travel needs in the future.”
Kloss was last seen attending the 2016 CFDA Fashion Awards in New York prior to her rants about PAL’s customer service.