Philippine Airlines responds to Karlie Kloss, says supermodel was late for her flight

  • Karlie Kloss lashed out at Philippine Airlines (PAL) for “worst customer service of all time”
  • PAL apologized and explained that the model arrived late for her flight
  • Kloss arrived at 11:40 p.m., while the check-in counters closed at 11:15 p.m

Philippine Airlines (PAL) issued a statement after former Victoria’s Secret Angel Karlie Kloss lashed out at the flag carrier for its supposed bad service. Kloss made local news on Wednesday, June 8, after airing her frustration on social media about a missed flight to Vancouver, Canada.

The 23-year-old supermodel posted on her Twitter  account a photo of herself posing in front of PAL’s closed check-in counter, with the words: “NO ONE FLYS PHILIPPINE AIRLINES AND NOW I KNOW WHY.”

“PAL has the worst customer service of all time. Rude and disrespectful. Shame on you,” Kloss said in her controversial tweet.

A few hours after her tweet, PAL responded to Kloss; apologizing for her bad experience. “We sincerely apologize for the inconvenience and the disappointment you felt,” they said.

While PAL is sorry to hear that Kloss missed her flight last June 7 and was displeased with the airline’s service, PAL 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., as disclosed in an article published by ABS CBN.

“Philippine Airlines values all of its passengers and we have exerted all efforts to reach out to Ms Kloss. Our purpose is to explain the operational limitations at airports including cut-off times for check in and boarding of passengers,” PAL said in its statement.

“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 added.

Despite it being the supermodel’s fault for missing her flight, according to an article published by Rappler, PAL has decided “to show the heart of the Filipino” by “extending her assistance to facilitate the refund of her unused ticket or to facilitate the rebooking of her flight.”



  1. Philippine Airline has bad service. I had purchased upgrade seat confirmed seat number, upon checking in at the Philippine checi-in counter my seat has been changed to the rear seat with out knowing prior to checking in.

  2. Karlie Kloss may be at fault for being late, but having flown PAL quite a few times, I know how much their customer service stinks. Karlie was complaining about rude and disrespectful service, and not about missing her flight. Knowing PAL’s sucky customer service, I’m willing to bet that they weren’t very accommodating to Karlie. Worse, they even mentioned in their public statement that Karlie was late for the flight to create an impression to readers that the passenger was at fault. Tsk tsk. I’m no fan of Karlie so I’m not defending her. I’m just frustrated and disappointed that PAL, being the flag carrier and largest airline of the country, still hasn’t made any significant improvements to its customer service. #PALsucks

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