A major commercial airline said it is committed to providing fair treatment to passengers after seasoned fashion vlogger Camille Co called them out when a celebrity and his entourage allegedly cut lines.
The Philippine Airlines on Saturday responded to the vlogger who shared one of her airport experiences on the same day.
The flag carrier apologized and said it is committed to treating all of its passengers equally.
“We will review if there were opportunities to improve our handling of passengers who requested our Meet and Assist service. We have sent you a direct message regarding this,” PAL said in a series of tweets.
“Allow us to share as well that we offer a Meet and Assist service for passengers who require special assistance. This can be requested in advance,” it added.
“We appreciate your feedback as we believe this will help us in improving our services in the future. Thank you, Camille,” PAL continued.
The vlogger had called out the airline through Twitter and claimed that a celebrity and “his entire entourage” had cut lines and were assisted “every step of the way, even at immigration.”
When a Twitter user answered that it was about “first and business class perks,” Camille replied: “I’ve flown plenty of business class flights and is an elite member of PAL, fast track doesn’t entail cutting lines at immigration.”
“In some airports, you get a special lane for you but you don’t cut people already in line,” the vlogger added.
Another Twitter user commented that passengers who have flights “nearing departure time get priority [through] immigration.”
“This is obviously okay. It wasn’t the case today,” Camille answered.
The vlogger also acknowledged PAL’s tweet to her and responded: “Replied to your DM.”
“DM” is short for direct message.
Camille likewise went back to her initial tweet and shared that “PAL has reached out” and she has reported the incident.
“This is not about the celebrity. It’s about how PAL’s staff initiated, encouraged and allowed for the rules to be broken,” she added.
PAL in its tweet mentioned its “Meet and Assist Service,” which is offered to the following:
Expectant mothers, passengers with nut allergy, seniors and persons with disabilities, those traveling with infants, unaccompanied minors, service dogs, those in VISA Wavier Program, those who need child restraint system and in fulfillment of the US Air Carrier Access Act.
