*whinge* about no access Admirals Club even when flying domestic First

[Alanslegal]

Ok, this is my whinge post about having NO access to the Admirals Club even when flying domestic AA First! In my opinion, it is absolutely CRAZY that a paying (domestic) First Class passenger has NO access to any lounge and have to wait at the gate (if one has insufficient status, does not have AC membership or does not pay for the day-fee entry).

My situation is, a few hours ago, I was checked into a flight DFW to ANC flying First (as part of a dONE4) and I was refused entry into the AC because (the lounge dragons told me) flying domestic First does not make one eligible for entry, like c'mon its only an Admirals Club for crying out loud - not some fancy pants Flagship Lounge.

My Qantas frequent flyer status right now is Qantas Club Silver, having dropped from Qantas Gold on 1 July 2010. I have QC membership which means I am eligible to enter the AC lounge based on that, but as I am only carrying with an expired Qantas Gold card (expired end June 2010) as I have been travelling since 23/6, the lounge dragons pretty much said it was my bad luck and refused entry.

Despite attempts to ask them to re/consider 1) swiping the expired card 2) ringing Qantas to confirm I am eligible to enter the AC or 3) showing me the T&C's on AA.com that a First Class passenger has no access to the basic Admirals Club - they refused all tat because their reply to the effect was "i do this everyday, i know what the rules are". I then asked for more information, and they said its "all on AA.com", and then when I asked them to show me (pointing at their screen), they again said to the effect "we can't access the internet here" .

I was flatly refused to enter the lounge, and even though they knew I was agitated they had no sense of customer service, zero conflict resolution experience and the situation ended up a win-lose or lose-lose situation (where its AC-me respectively). They knew I was upset having been refused entry and did nothing to assist / support a passenger flying First (and class of travel is supposedly somewhat important), to be fair it was a bit of a DYWIA scene, but the situation could have been easily resolved by saying 'sorry sir we can't let you in, the rules are the rules but would you like to buy a day pass?'

With the outcome, where I had to leave aggrieved, I was in a 'lose' position, and AC would have either been in a 'win' that they stuck with the rules or a 'lose' that they failed to make a passenger esp. flying in First upset.

Anyway, the rules about access to the basic Admirals Club is pathetic and that a passenger flying domestic First should be at least entitled to AC!

 

[Dave Noble]

They were perfectly correct in declining admission to the lounge without a valid card.

AA generally provides no class of service lounge access on North America itineraries. That you were getting "agitated" about not being allowed in is hardly a reason for them to let you in and , tbh, their being correct is not really bad customer service. If you had been connecting onwards to Europe, Asia or South West Pacific the same day , then they would have permitted access.

If really wanting acces to an AC, you could have purchased a 1 day membership for , iirc, $50

It was not that long ago when Qantas had the same rules for domestic travel in that business class passengers did not get admittance to Qantas Club lounges

Dave

 

[Alanslegal]

They were perfectly correct in declining admission to the lounge.

AA generally provides no class of service lounge access on North America itineraries. That you were getting "agitated" about not being allowed in is hardly a reason for them to let you in and , tbh, their being correct is not really bad customer service

If really wanting acces to an AC, you could have purchased a 1 day membership for , iirc, $50

Yes rules are the rules and I should have brought my QC card but assumed flying First would give lounge access.

They didn't even offer a day pass, that IMO is poor and zero offer for a resolution, at least the ball is in my court to make a decision if I wanted to pay to enter.

 

[kamchatsky]

Yes rules are the rules and I should have brought my QC card but assumed flying First would give lounge access.

They didn't even offer a day pass, that IMO is poor and zero offer for a resolution, at least the ball is in my court to make a decision if I wanted to pay to enter.

Well unfortunately going to America means you need to bring every single card available .... There are no assumption there, as there are way too many people flying domestic F there, with the wide availability of upgrades.

 

[QF WP]

You shouldn't have assumed, it would have been quite easy to ask on this Board and any number of members would gave told you the rules.

Perhaps a print out of your current QFF page may have helped, but they were well within their rights to refuse you if you couldn't prove your entitlement.

Just because you had QC membership last year doesn't mean that you either bought membership again or achieved it via Gold or Platinum status.


Sent from my iPhone using AustFreqFly

 

[drron]

Sorry alan but you know how we treat all those 1 post whingers.

 

[anat0l]

Except for perhaps within Australia, I'd be bringing all my necessary membership cards where ever I go.

BA has a similar tack about it re: lounge access only with necessary card, i.e. they will ignore all requests to lookup / call the other airline about a membership number for lounge access, let alone look at a BP for information (i.e. they really want the card).

It becomes frustrating if you just turned a new status whilst overseas (e.g. your online record shows QFF Gold but your card is only QFF Silver).

In any case, there was no need to get agitated about it - in USA it will hardly help you (in fact, may even work against you, since any "aggression" that staff see fit can get you into trouble). Maybe they should have offered you the option of purchasing a pass, although some people on this forum who complain about things where the offered option was something that costs money have viewed that as an insult.

Never assume - sure, some of us do it all the time (and we take for granted almost all over the world that a premium ticket gives us access to the lounge), but if we keep assuming that way we always run the risk of being denied due to different rules.

FWIW I think AA is not the only USA-based carrier that shares this practice (i.e. no access to lounge on wholly domestic fares even in premium).

 

[trooper]

Sorry... the situation with lounge access domestically in the USA is no secret.. and it isn't just AA either...

Both UA and US have the same rule as well. Only two ways in... PAID membership.. or - for UA/US anyway - foreign *Gold status. I agree it is strange that I can use the RCC's/US Airways lounges on ANY fare as an NZ Gold while an F pax is not entitled to access. It is not a new rule though!

It comes as some surprise to me that any experienced traveller would not be aware of it.

 

[kamchatsky]

Sorry... the situation with lounge access domestically in the USA is no secret.. and it isn't just AA either...

Both UA and US have the same rule as well. Only two ways in... PAID membership.. or - for UA/US anyway - foreign *Gold status. I agree it is strange that I can use the RCC's/US Airways lounges on ANY fare as an NZ Gold while an F pax is not entitled to access. It is not a new rule though!

It comes as some surprise to me that any experienced traveller would not be aware of it.

I would say experienced North American traveller, given just about all other countries, flying F would enable you to get to the lounges.

 

[Dave Noble]

I would say experienced North American traveller, given just about all other countries, flying F would enable you to get to the lounges.

The USA is a large place and I would suggest that it prob has a v high percentage of all domestic flights worldwide with a 1st class cabin

 

[docjames]

So if I qualify for Gold during my trip, what happens with lounge access? I wont have a gold FF card.........:?:

 

[thewinchester]

I wouldn't have expected anything less from a lounge dragon,

And while you should never assume, I will concur the resolution by the AA dragons was poor. In the same amount of time they likely spent denying access - they could have easily made a call or look-up and they could have satisfied themselves you were entitled to access.

If you don't have time to get a print out of your status or its not printed on your BP, try stopping by a QF operated joint lounge, or QF sales office/sales desk in the US. They may have the temporary QF card book so they can issue you one to cover you for the reminder of your travels.

 

[Dave Noble]

And while you should never assume, I will concur the resolution by the AA dragons was poor. In the same amount of time they likely spent denying access - they could have easily made a call or look-up and they could have satisfied themselves you were entitled to access.
.

Only if the person is playing the DYKIA game and rather than accepting that they are not permitted access based on class on service in the USA keep hassling the staff. Others may gracefully accept that they are not allowed in. That is just rewarding people for playing DYKWIA

There is a reason why the membership cards are issued

Dave

 

[anat0l]

There is a reason why the membership cards are issued

So what does one do if their status changes whilst travelling? For example, a oneworld Ruby becomes a oneworld Sapphire and it is reflected on their online profile?

They will not have their new membership card required to be shown for lounge access.

I guess one thing you could simply say is, "tough - suck it up until you get home".


FWIW the first time I accessed the SYD QF F Lounge "by myself" (i.e. I was not the guest) I only got WP about two days prior, and I obviously didn't have my new QF WP card. Once we got past the bouncer (dubious circumstances, but we did), the front desk was alright taking my old card / a printout of my status online, typing in my QFF number and thus verifying I was a WP.

I don't expect this happening anywhere else at other oneworld lounges, which is why I get rather paranoid about bringing all my loyalty cards, even if my status is able to be shown online or on my BP.


I wonder if oneworld member airlines have any means (beyond calling the other airline) of verifying member / elite tier details? I would have thought there would be some capability... for example, when I checked in with BA (every time - once in SIN and another in EDI), I put my QFF number as the FFP# and I was always correctly identified as an Emerald. Of course, this had no impact on the lounge dragons (they demanded my oneworld Emerald member card for entry each time).

 

[drron]

So if I qualify for Gold during my trip, what happens with lounge access? I wont have a gold FF card.........:?:

Try to get a screen shot of your QFF page.
Also if you are connecting to an international flight that day you do get access.

 

[dk4]

STATUS CHANGE while overseas

If your staus increases while you are travelling, ALL 1W airlines can look it up (once it updates in the QFF system). Whether the lounge rep you encounter will do so is variable; from - highly unlikely on BA, to extremely likely on AA.

If you expect your status to drop from Sapphire to Ruby+Qantas Club while away, you should ask for a temporary card in any Qantas Club before you leave Australia - to cover you on BA & AA. Neither of these airlines have access to the QP system to check validity.

 

[thewinchester]

Only if the person is playing the DYKIA game and rather than accepting that they are not permitted access based on class on service in the USA keep hassling the staff. Others may gracefully accept that they are not allowed in. That is just rewarding people for playing DYKWIA

There is a reason why the membership cards are issued

I don't disagree on the purpose of membership cards, and the need for airlines to punish people DYKWIA game.

However, I give the OP the benefit of the doubt and would assume they treated the dragons with respect and kindness during his interaction with them.

I'm of the opinion that every interaction a business has with its customers, be they airline, phone carrier or whatever, has a direct impact on how they are perceived. Every employee must be trained to take ownership for how customers value their brand, and realise that what they do (or don't do) has an impact.

If they spent 2-4min of time looking into it, they would have had a satisfied customer, have shown their ability for above and beyond service, and created a lasting impression.

By not spending these minutes and instead denying access, its resulted negative opinion about their brand and service to circulate amongst their OP's circle of influence, and in turn devalues their brand.

 

[ejb]

...
If they spent 2-4min of time looking into it, they would have had a satisfied customer, have shown their ability for above and beyond service, and created a lasting impression.

By not spending these minutes and instead denying access, its resulted negative opinion about their brand and service to circulate amongst their OP's circle of influence, and in turn devalues their brand.

On the surface this would work. However what if 20 pax showed up and they spent 4 minutes per pax, nearly 1.5 hrs of work that could have been avoided by the pax carrying the card they are given.

In a perfect world the lounge staff would help but I am sure they are limited in the help they can provide and just imagine the screaming that would occur if you had to wait 1 hr to gain access to the lounge because all the staff were phoning QF to check access rights.

ejb

 

[Alanslegal]

I would say experienced North American traveller, given just about all other countries, flying F would enable you to get to the lounges.

And that's what I assumed, that flying domestic F would at least give me *A* lounge access even if it's the basic Admirals Club.

It's almost like buying a brand new BMW 5 Series, you take delivery of the $100K vehicle and power windows does not come factory fitted :!:

 

[Alanslegal]

In a perfect world the lounge staff would help but I am sure they are limited in the help they can provide and just imagine the screaming that would occur if you had to wait 1 hr to gain access to the lounge because all the staff were phoning QF to check access rights.

At the time of my particular visit, there was nobody around, just me and they could have *tried* or at least *pretended* to assist given that I was a premium passenger. And even though previous posters state it is within their right to refuse entry - that's good for them - but does *nothing* for customer service and *trying* to assist and that makes me - a paying customer - wanting to avoid flying with them in the future.