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Thursday, June 9, 2016

Repost: Philippine Airlines Responds to Karlie Kloss' Complaint

Image courtesy of www.rappler.com

Source: www.rappler.com

After top model Karlie Kloss slammed Philippine Airlines (PAL) on social media, the airline issued a statement Wednesday, June 8, and said that Karlie missed her flight because she came late to the check-in counter at JFK International Airport.

In a statement sent to media, PAL said that check-in counters close an hour before the estimated time of departure: "Flight departure was at 12:15 am, June 7, and counters closed at 11:15 pm, June 6; Ms. Kloss arrived at 11:40 pm."

After Karlie slammed the airline on social media, saying that they had the "worst customer service of all time," PAL apologized to her on Twitter. Karlie replied, tweeting that she would send them a private message.

In the press statement, PAL said that they're now communicating with Karlie to help her refund her ticket and rebook her flight to Vancouver:

"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. 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."

News about Karlie's experience with PAL made headlines after the model documented it on Snapchat. Karlie went straight to the airport from the Council of Fashion Designers of America awards where she was a presenter.

In one of the videos she recorded, she said, "I travel international on a weekly basis. I have never had a worse customer experience than I have tonight. Thanks Philippine Air." – Rappler.com

88 comments:

  1. It's ok to rant if there's no fault on your part, but in Karlie's case, she's the one who was late in the first place.

    ReplyDelete
    Replies
    1. Ateng siyempre papalipat yan sa next flight pero di na inentertain ng customer service nila kasi tinatamad na yung mga yun madaling araw na daw sorry nalang daw si karlie

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    2. 9:30PM, i think it's more of her getting angry for not being allowed to check-in despite the fact that she was late. It's her own fault, not the connecting flight excuse.

      She went straight to the airport after her gig at an event. No connecting flight whatsoever.

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    3. 9.30 I doubt any airline would deny someone to rebook a flight regardless of time. As long as there's customer service attendant at the desk and the computer system working there's no reason for him/her to deny a passenger request. Most probably, Karlie wasn't happy with their suggested resolution and she decided to throw her bottle out of the pram.

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    4. Baks, they told her na they're closed. No customer service available anymore. Uwi nalang siya and rebook another flight

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    5. Well what do you expect from PAL??
      Need na ng reconstruct ang NAIA,marami ng palpak so need na din ayusin lahat simulan sa system to facilities.para presentable naman kahit satin mga filipinos.Dapat 24hrs ang customer service san ka nakakita ng airline na vacant pag lunch diba dpat my kapalit??? di naman nahihinto ang flight dahil lunch break

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    6. 10:25 sa JFK international airport daw, hindi sa NAIA.

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    7. ang talino nung nag comment about NAIA, isang magandang halimbawa ng opinyon lang kulang sa facts, problema bg society, sorry guys haha di ko lang kinaya

      Delete
  2. Ayan na ung mga nangbash sa PAL. Asan na kau? Ndi kasalanan ng PAL paLa. MS kate rules are rules, ndi porket supermodel ka kelangan ng baliin ang rules for you

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    1. Korek. Bash kasi agad eh. Ako I never had a negative experoence with PAL. Ang popolite nga ng mga crew at ang service nila wow "A+" dahil kahit anong hilingin ko binibigay. Di tulad na Cebupac jusko lahat ng klase ng kamalasan nandun na experience ko na.

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    2. pano di makakaila may mga bad service din kase talaga sa pal. naki naalala ko na naman yung baklang mahadera na ground staff sa puerto princesa.

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    3. Had a bad experience with CEBUpac, ang tataray ng mga nasa customer service. Ang anak ko di pasasamahin sa flight just because he did not have an ID? Bakit pinasakay in the first place na walang ID tapos pabalik di na???

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    4. FIRST OF ALL WHO IS KARLIE KLOSS?

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    5. Baks 7:09, mowdel yan. VS angel. Di nga lang kagandahan.

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    6. former VS angel, mga best friends kuno ni taylor swift

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    7. Natawa ako sa who is karlie kloss???
      Ate super model sya and professional sya. I think she knows the rules and lam nya pag late eh rebook with another flight from the same day. Cguro di sya nabigyan ng another flight from the same day. Aw! Khit ako pissed off din naman,yung tipong uwing uwi kana tapos wala kang matinong makausap para makauwi wala din masagot ang PAL that time.

      Delete
  3. Siguro nung na-late siya, tinarayan siya ng customer service ng PAL

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    Replies
    1. 9:21 Mabash lang tlga ang PAL eh ano. Kakahiya ka

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    2. Nakasakay ka na bz ng eroplano. Kjng may isang nakakaasar pag nagcomplain ka sa counter e yunv pagiging dedma nila. Magtaray? Hindi nila gagawin yan, smile to the max sng gagawin nila sa yo hanggang sa ikaw na nagcocomplain ay maasar at umalus sa counter. Tsaka late naman yung pasahero, wala na yan sa control ng airplane personnels, nasa airport managemdng na yan lalo ba at busy airport yan, di pwedeng magdelay ng flight unless may problema ang makina

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    3. E totoo naman beks madaming ways para sabihin na closed na yung counters and sorry pero yung gusto nila yung may taray effect

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    4. Nagtanong nga si madam kung anong flight ang available na next, ayaw na siyang ientertain kasi nga ho at ayon din sa post na ito, closed na yung counters

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    5. Mas maganda yung nakita sa social media yung complaints nya. Why? para sa susunod na ikaw naman magcocomplain di ka mahihirapan. Db? Madali makausap di yung kung san ka ituturo then in the end closed pala???? Di siguro sya kilala nung mga yun so easy lang mga tao. Now they fix that counter closed into good service right???

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  4. Pfffft! E ordinaryong pasahero ganyan din ba ang "response" ng PAL? Kasalanan naman nya, e ang g*g* 1140 na dumating tpos magrereklamo cya?? ECXUUUUUUSE ME!

    ReplyDelete
    Replies
    1. asus parang alam mo buong kuwento? malay mo nmn papalipat xa ng next flight tapos may attitude pla ung naencounter nia diba.

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    2. 10:02 isa ka pa. Isa lang po ang flight per day

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    3. Anung isang flight per day??? 11:28

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    4. Puro ka malay 10:02. E hindi mo pala alam e. Ang malinaw late siya dumating at feeling entitled na papasukin pa din sa gate.

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    5. Karlie went straight to the airport from the Council of Fashion Designers of America awards where she was a presenter.

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    6. eh ano ngaun 11:50 kahit sa impyerno pa siya galing...ang late eh late...11:40PM for a 12:15AM...ndi na talaga pede yan!
      now kung dun sa rude and disrespectful hindi naman tama un PAL employees...and ang bilis ng sagot ah...with refund pa ba?...sana ganyan kayo sa lahat...nakow!

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    7. Hahahah 2:54AM natawa ko sayo baks!

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    8. Sa totoo lang may masungit talaga na counter personel dyan. Dapat parang banko smile lang and explain all the details

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  5. May refund ang na late? Bakit ganon?

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    Replies
    1. Wala. In this case. This is Damage Control. So Discretion yun ng PAL.

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    2. Oo nga! So ibig sabihin ba nyan pag na-late kahit sino pwede mag refund???

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    3. As far as I know, if it's not a promo fare and you have not done any web check-in, it is considered unused ticket & it may be sent for refund - this works not just for PAL but for other full service airlines as well.

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    4. true!anon 1:28am.. kung unused ticket and not a promo fare marerefund tlaga ang ticket as per fare rules.. Usually pag ganyang scenario pal will wave all the penalties.

      Delete
  6. Sus! Neknek, porket kilala yung nag rang mega asikaso kayo. Kung ordinaryong tao lang yan buti kung mag sorry kayo. Kwento nyo sa pagong!

    ReplyDelete
    Replies
    1. Need talaga ng good service ang PAL

      Delete
  7. Eh nalate naman pala! Oi PAL, bakit nyo irerefund ticket nyan? Dapat sa lahat gagawin nyo yan!

    ReplyDelete
    Replies
    1. Tama ka baks! Dapat gawin sa lahat yan!

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    2. May fault ang PAL nyan baka di na asikaso

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  8. Totoo..kumilos sila dahil kilala paano ang mga ordinaryo tao..putol na ugat mo sa reklamo..

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  9. Wait so if I arrive late to the check-in counter and I miss my flight, does that mean I ALSO get a refund????

    ReplyDelete
    Replies
    1. Magrant ka muna sa social media. And most importantly dapat supermodel ka din.

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    2. Kung promo ticket wala refund

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  10. Yes may refund. Madeduct nga lang no show fee.

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  11. buwisit itong PAL, kung magreklamo ang ordinary passengers, no response. Pudpud na daliri mo kaka tweet at kakasulat ng complaint sa email nila, wala man lang response. Pero pag celeb, automatic may response.

    ReplyDelete
  12. Ganito lang yan sa mganagtataka bakit ang bilis mag respond ng PAL: she has 1.3M twitter followers. Life isn't fair, ganyan talaga minsan.

    And yes, agree with 9:59- may refund less penalties which is reasonable. But who knows. Baka may freebies pa yan in exchange for a0 taking down her tweet or b) tweeting that all is well.

    ReplyDelete
  13. Madaming nakaka miss ng flight sa States pero nakakakuha agad ng ticket for the next earliest flight. They will even recommend kahit ibang airline. Baka nga waley ang customer service at hindi inasikaso.

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    Replies
    1. Oo nga nagtataka ako why they did not offer other flight in the same day???edi sana di nagrant si ate karlie?? Hello PAL why you even closed that counter?? It should be open if your service is 24/7

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    2. 10:39 the best example ng nag cocomment ng walang alam ,natwa nalang ako sa " it shud be open if your service 24/7" SIGE PUSH MO YAN

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  14. Magiging precedent to sa susunod na may ma-late sa flight kaya mga bax pag na-late kayo sa PAL lam niyo na ha!

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  15. Damage has been done.

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  16. If it was a connecting flight and the window between two flights are short this can happen especially if the first flight was delayed. Technically she was not late as she arrived 35 minutes before departure.

    ReplyDelete
    Replies
    1. Hindi sya connecting flight lasi ngpost pa sya sa snapchat nya na pauwi daw sya sa house nila kasi namiss nya flight nya na ksyo sad daw sya...haist

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    2. Hindi ka ba nag ffly ng international? You usually have to be at the airport at least 2 hours before check in, then again since Karlie is a celebrity she probably doesn't have to be there that early since she can go to the shorter TSA line. However, she still has to be there 45 min BEFORE the flight departs, which is during boarding time.

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    3. Baka natrapik then wala sya idea na ganun katrapik sa south

      Delete
  17. I work at the airport d2 sa Canada..at kahit na anong airlines basta ang cut off ng check is 1h before ng flight...NOT unless wala kang baggage na need mo icheck in...dahil if may baggage ka na need mo icheck in at hindi yun umabot sa plane mo..well too bad..that means hindi ka pwde sumakay on that plane OR malalate ung arrival ng baggage mo sa destination mo dahil hindi kayo same plane...pero if wala kang baggage na icheck in, like carry on lang meron ka..then its fine..you just have to run sa gate mo to make sure na hindi ka iiwan ng plane..

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  18. We Filipinos are asking for public apology Ms. The Who Karlie, PAL is our flag carrier. You should've come earlier it's not PAL's fault that your late. Duh!

    ReplyDelete
    Replies
    1. Opinyon ko lang. Flag Carrier lang yan. Hindi goverment owned. Problema na ni Lucio Tan yan.

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    2. Flag carrier eh inchik may ari nyan!
      Wala tayong owned airline lahat ng negosyo sa pinas sa kanila

      Delete
  19. Ang daya ah. Porke kilala nagreact. Ung bagahe ko nga na ninakawan ng padlock hindi ako sinagot

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    Replies
    1. Business is business. Kilala si karlie so her rant spread like wildfire. Damage Control yan.
      Nanakawan ka ng Padlock? Next time kasi TSA lock na gamitin mo. Or wag kang magbitbit ng bawal esp. if you're flying US.

      Delete
  20. Baka naman kasi di directly hired ng PAL yung nasa counter nila like for example sumakay kami ng lufthansa sa hong kong ang tataray ng mga nasa check in counter nila na babae muntik oa kami di makasakay pero pag dating namin sa munich ang babait nila doon very friendly and accomodating lahat ng na encounter namin. Eh yung nasa hong kong di naman directly hired ng lufthansa- mga contract service provider baka ganun din doon sa US, for xur magtitipid ang PAL so either service provider yung mga counter clerks nila doon or mga taga doon.

    ReplyDelete
    Replies
    1. Make sense. Nag-Korean Air ako last time. So Pagdating ko sa NAIA puro pinoy ang nasa check-in counter. Instead of employees from KA.So i think outsourced yung mga nandun.

      Pinoy's can really be mean to fellow Pinoys. Kasi andaming dakdak sa amin nung beki sa counter. Dahil complicated daw flight ko, Eh returning flight na yun. So how come nakapagtravel ako papunta with the same itinerary ng walang kuda ang mga Korean?

      But in this case walang fault ang PAL. Not unless binastos talaga si karlie nung nasa counter.

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    2. Haha tinamad na yung nasa counter bakla. Closed na kasi sila kinabukasan nalang daw si karlie sumakay, wala na silang maisip na ibang way kasi tapos na work nila ganern

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  21. Even if she was late, it's all about the interaction between Karlie and whoever was at the counter. If she thought that the person was rude and unprofessional then she has every right to rant and complain to PAL. She of all ppl know the service of all airlines because she has to fly all the time. The fact that PAL is the worst one she's had speaks volumes. She's not the only one who has problems with them. It's good that they're giving her the time of day when they don't do that for most of their disgruntled customers. If you see PAL's Twitter, they're now responding to customers' complaints. They didn't do that before this whole Karlie incident.

    ReplyDelete
  22. Hindi naman daw naging rude sa kanya sa ticketing eh. Nairita daw yung Karlie na andun pa yung airplane, ang kulang na lang palusutin siya sa gate para makasakay. Eh bawal sa policy yun kahit sino ka pa. Maayos naman daw siya kinausap.
    - someone who has sources at PAL

    ReplyDelete
    Replies
    1. Di puede pag sarado na pinto dina bubuksan pa SOP yan

      Delete
  23. Stop defending PAL. Unless you work for them. Hahahaha

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  24. i love QUANTAS ha ha

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  25. baka karlie was referring on how the staff addressed her concern. baka yes late sya, pero baka naman pinamukha pa sakanya and wala man lamang empathy about her missed flight. baka lang naman.

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    Replies
    1. Kaya nga, baka it was the way they treated her after nyang na-late or the way the staff handled the situation and not because she missed her flight.

      Delete
  26. I'am working as a flight specialist. Kahit sino pa ang pasahero, basta late, eh late. Standard kapag international ang flight mo, you have to be at the airport at least 2 or 3 hours before the flight.

    Buti pa nga ang PAL nag-offer pa ng rebooking. Kung ibang airlines pa yan, wala na talaga.

    ReplyDelete
  27. Sana bilang "The heart of the Filipino", kapag Filipino ang magkaganitong eksena tulungan den. Sinabe nmn na late pala siya, bakit patutulungan magrebook at refund?!

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  28. Lakas magreklamo sya nga tong Late !!
    Ano gusto mo ikaw intayin ng plane ??
    Bumalik kn sa pinanggalingan mo inday panggulo ka lang dito pwe

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  29. PAL is palpak.. Vancouver nasira plane delay kami ng 4 hours 😡

    ReplyDelete
  30. Babastos talaga ng pal crew lalo na ung sa check in counter.me and my hubby were the first few people to check in at hindi nya pinagtabi ang seats namin when i asked ang sabi nya no available seats nadaw na mgkakatabi eh kakaopen palang nung check in counter..di naman lahat online ngpapacheck in no!!

    ReplyDelete
    Replies
    1. Baka prebooked na yung seats? Correct me if im wrong.

      Delete
  31. Bakit kasi nag-PAL e JFK to vancouver ang punta? Ano yun via Manila? Syempre isa lang flight nun per day so asa sya na mailipat sya sa other flights. Ang awayin mo yung nagbook ng flight mo at nag-ayos ng sched mo.

    ReplyDelete
  32. baka naman kasi Karlie hindi ka nakilala n mga taga Pal akala nila normal na turista ka lng.lol hindi ka mowdelll

    ReplyDelete
  33. well she was totally late 12:15 flight mo tapos dadating ka ng 11:40 and to think JFK pa yan yung pila sa TSA nako ang haba . Sabi pa niya na she always do international flights eh bakit di mo alam ang rules? For future reference be at the airport 2hrs before your flight.

    ReplyDelete
  34. PaVIP tong Karlie Kloss na to

    ReplyDelete

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