Miles & More (Lufthansa, Austrian, Swiss, and other partners) - SN - New lounge access policy for FTL in BRU

SN (Brussels Airlines) has quietly changed their lounge access policy in Brussels. The change became effective on 1 August 2010.

In a nutshell, if you are an FTL travelling on SN in b-light you will not be allowed to use the lounge unless:
- you are flying long or medium haul
- you are flying short haul to Berlin, Hamburg, Hannover, Geneva, Vienna or Warsaw.

I discovered the change this morning while flying to LH to FRA. SN “forgot” to let FTLs know about this unwelcomed change (via email or website update). No wonders that there are lots of frustrated FTL that learn about the new rules from a xeroxed noted at the lounge entrance. It is yet another “improvement” for the former Privelage Gold passengers.

:mad: definetely another "improvement" for SN, what's about other *A airlines in BRU (LH, SR, BM .....) ?

:mad: definetely another "improvement" for SN, what's about other *A airlines in BRU (LH, SR, BM .....) ?

obviously no longer, if I understand correctly:

http://www.brusselsairlines.com/com/my-travel/practical-information/Default.aspx?item=20474#piTitle

There is no tick under "With a same day departure boarding pass on a Star Alliance partner operated flight"

:mad:, what's about other *A airlines in BRU (LH, SR, BM .....) ?

Other *A airlines - no changes.
The change applies only to SN pax having a b-light ticket.

Very strange and inconsistent with the rest of M&M (at least LH, LX, OS), where FTL get access to M&M lounges when flying on an M&M airline.

I would kind of understand if b.light tickets would be less than €50 return, but often, they cost more €200 or more!

Very strange and inconsistent with the rest of M&M (at least LH, LX, OS), where FTL get access to M&M lounges when flying on an M&M airline.

I would kind of understand if b.light tickets would be less than €50 return, but often, they cost more €200 or more!

Guess this will mean flying ex BRU with tickets of other *A airlines, even on SN operated flights. Btw, lot of inconsistency in SN's lounge policy, even before this last "improvement". Early on this year was not accepted on their lounge in MAN (BMI's lounge) on a MAN-BRU flight operated by SN (in b-flex) because my M&M card is LH's and not SN's. The dragon was accepting only SN's logoed M&M cards (my SN's privilege fqt was merged to my LH's account last year on higher activity in the latter).

I'm a bit confused. I'm a *G flying to TLV from SFO xBRU, arriving in BRU on UA and departing on SN. I think this means that I have access to the lounge. I have a 9hr stopover in BRU. Is there an arrivals lounge I can use with a shower, or can I go to the regular SN lounge, and then leave the airport to see BRU for a few hours? I may want to use it again before departure, depending on how much time I have. Does anyone have experience doing this?

I'm a bit confused. I'm a *G flying to TLV from SFO xBRU, arriving in BRU on UA and departing on SN. I think this means that I have access to the lounge. I have a 9hr stopover in BRU. Is there an arrivals lounge I can use with a shower, or can I go to the regular SN lounge, and then leave the airport to see BRU for a few hours? I may want to use it again before departure, depending on how much time I have. Does anyone have experience doing this?

A. leave the airport to the city (even though nothing much to see there).
B. even better, leave the airport and take the train to Leuven (not to be confused with Louvain-la-neuve, which is the other Leuven, don't ask...) Get off at Leuven, walk 7 minutes to see the cityhall, and continue towards the Groot Begijnhof. For more stuff, PM me.

C. no arrival lounge at BRU. and AFAIK, even the SN lounge has no showers.

Enjoy BRU & TLV!

I'm a *G flying to TLV from SFO xBRU, arriving in BRU on UA and departing on SN. I think this means that I have access to the lounge.

You have access because you are:
- *G
- flying medium haul

Visiting Leuven, as suggested by the previous poster, is fine. If you want to stick to Brussels, take a train to Brussels Central - takes some 20 min, trains depart every 15 min. The Central station is 5 min walk from Grand Place/Grote Markt.
http://en.wikipedia.org/wiki/Grand_Place
Have a beer and frites (french fries). If you are travelling 13-15 Aug the flower carpet will be there.

Seems that adding SN to M&M has given a rather negative trend to the M&M quality for Belgian based members and this not only regarding lounge access and service quality .
We used to have a very high quality service for Belgian based M&M Sen by calling some international M&M Sen desk ( had a few times a south african lady ) .
Since SN joined the M&M group , Belgian Sen. have to contact the local M&M SN desk which gives the same low level of quality and service as their "SABENA" ( a.k.a. Such A Bad Experience Never Again ) predecessors !
I did contact LHRelate about the lack of service and she advised to contact the M&M Sen desk in Germany which helped me for my last 2 flights booked out of BRU.
BTW , when booking in B-light , even as SEN , SN refuses to let you pre select seats ( this was a few weeks ago before OS started the same refusal of choice ) .
One can only hope that enough complaints are lodged with LH so we get better service as Belgian based customers ...

Just wanted to warn all Brussels Airlines Miles and More Frequent Traveller card holders of an arbitrary change in the lounge access policy for these card holders at Brussels Airport

Since August 1st anyone flying on a B light fare on Brussels Airlines will not be allowed access to the lounges at Brussels Airport

This change has been made with no communication to the Frequent Travelers Card holders and seems aimed at their loyal card holders - it actually removes one of the few benefits for Frequent Traveller Cardholders at Brussels Airport and will hit many loyal Brussels Airlines travelers who are not able to travel on B Flex tickets due to corporate travel restrictions about flying economy in Europe.

The lounge staff seemed a little bewildered at the change and turned away four out or six passengers when I tried to enter the lounge on Friday - they said that the changes are on the website and this is true but is quite complex to follow and depends on your destination. Intriguingly my destination of Manchester was omitted on the website so the lounge agent was actually wrong to deny me access as Manchester is not listed as one of the destinations not allowed......

On my return my FT card got me access to the BMI lounge in Manchester and would give me access to any other Star Alliance/Lufthansa lounge other than the lounge in my home airport

Miles and More is currently pushing FT membership after 30 flights in any class but omits to say that this will no longer give you lounge access at your home airport.......on b light fares

I encourage all FT card holders to lobby Brussels Airlines to rescind this lounge access policy or they will be losing a lot of loyal business

I for one will fly BA who give me lounge access and other fast track benefits at Brussels and Heathrow

Start writing - the e-mail is customer.service@brusselsairlines.com

I share you frustration.

I've discovered this "improvement" in early August and it was covered here:
http://www.flyertalk.com/forum/miles-more-lufthansa-austrian-swiss-other-partners/1112467-sn-new-lounge-access-policy-ftl-bru.html

I have already written to the SN Customer Relations. I haven't got any reply from them. But you're absolutely right - more people should do that. Incidentally, the address I used is customer.relations@brusselsairlines.com.

If I ever get a reply, I will post it here.

Hi,

I presume if you are flying to FRA, LH (Y ticket) metal you are still allowed to access the lounge ?

Regards,

Hi,

I presume if you are flying to FRA, LH (Y ticket) metal you are still allowed to access the lounge ?

Regards,

Yes, you will be allowed. See this thread for details of the new policy:http://www.flyertalk.com/forum/miles-more-lufthansa-austrian-swiss-other-partners/1112467-sn-new-lounge-access-policy-ftl-bru.html.

Merged the two threads to keep the topic together.

Regards Oliver2002
Mod M&M forum

I feel confused. In B-light, can FTL holders access the SAS lounge, or no lounge at all, if they are on the list of omitted destinations?

FTLs cannot access the SAS lounge in BRU unless they fly in business class on SK or OS.

FTLs cannot access the SAS lounge in BRU unless they fly in business class on SK or OS.Shouldn't it be any Star Alliance flight in business class? At least, these are the *A rules.

Flying in J on AC from BRU to YUL, I was curious as the quality of the lounge. I surmised that with SN being the local airline, and with BRU seeing a lot of diplomatic/political traffic, I figured it was going to be a great experience. Wrong.

As we were greeted at the front desk, the hostess handed us a strip of paper with a code for Wi-Fi access, which was limited to 1 hour. Apparently, SN had just started rolling out their wireless service and the 1 hour limit was the first stage. :confused:

There was a large selection of newspapers to read...but they were all hanging on the wall (and therefore not to be removed from the lounge). Pretty cheap.

We had to use the old bathrooms down the hall as the lounge did not separate facilities.

Down the corridor, I was able to peek in the Diamond Lounge, which had a hot buffet, and looked far superior to what was being offered at the SN lounge.

We flew out of Terminal B (non-Schengen), so I don't know how things are on the other side.

Flying in J on AC from BRU to YUL, I was curious as the quality of the lounge. I surmised that with SN being the local airline, and with BRU seeing a lot of diplomatic/political traffic, I figured it was going to be a great experience. Wrong.

You won't find the diplomats and politicians in the SN lounges...

As we were greeted at the front desk, the hostess handed us a strip of paper with a code for Wi-Fi access, which was limited to 1 hour. Apparently, SN had just started rolling out their wireless service and the 1 hour limit was the first stage. :confused:

There was a large selection of newspapers to read...but they were all hanging on the wall (and therefore not to be removed from the lounge). Pretty cheap.

Removing them from the lounge is actually pretty cheap in my opinion...

We had to use the old bathrooms down the hall as the lounge did not separate facilities.

Down the corridor, I was able to peek in the Diamond Lounge, which had a hot buffet, and looked far superior to what was being offered at the SN lounge.

It's not that good; only is good when comparing to the SN lounge.

We flew out of Terminal B (non-Schengen), so I don't know how things are on the other side.

The same except for slightly less crowded seats.

Removing them from the lounge is actually pretty cheap in my opinion...


I don't think it's cheap at all. Not everyone has the time to read the paper in the lounge. My point was that lounges should be able to provide enough newspapers (which costs them almost nothing) so that if a person wishes to take one along, they can.

Just heard from Brussels Airlines Customer Relations that they plan to reverse their recent change in Lounge Access policy and from the 1st October will allow M & M FQT into the Brussels lounge even when they are flying on B Light - I applaud their ability to listen to customers and to put something right that wasn't sitting well with their frequent flyers

Well done Brussels Airlines and expect to see me back in the lounge and choosing your airline over the other BA

[QUOTE=Belflyer1;14651102]Just heard from Brussels Airlines Customer Relations that they plan to reverse their recent change in Lounge Access policy and from the 1st October will allow M & M FQT into the Brussels lounge even when they are flying on B Light - I applaud their ability to listen to customers and to put something right that wasn't sitting well with their frequent flyers


It would be a good decision

@Bellflyer1
I hope you're right. They haven't updated their site yet at least...

http://www.brusselsairlines.com/com/my-travel/practical-information/Default.aspx?item=20474#piTitle

I've received the following email from SN Customer Relations:

Dear Mr AVSA,

Thank you for your reaction.

Your comments are gratefully received. Brussels Airlines consistently strives to deliver a comfortable and efficient service to all its customers and without comments such as yours, we would be unable to correct any shortfalls in our service. We are therefore happy to inform you that the lounge access policy for Frequent Travellers has changed again. As from October 1st, our Frequent Travellers can enter the lounge at all stations when travelling with Brussels Airlines and this irrespective of the booking class of the reservation. More information will follow on our website www.brusselsairlines.com.

We truly hope that you will enjoy travelling with us in the future as we from our side certainly look forward to meet you again on board one of our flights.

So, if I read this correctly good news indeed. "Frequent Travellers can enter the lounge at all stations when travelling with Brussels Airlines" Like old good days with SN Privelage^:p. I hope it really means that if I fly SN from, say BUD, I can go the lounge (as an FTL) but if I fly LH I cannot.

I would appreciate if another FTL could test it after the 1st Oct and post his/her experience. I am "grounded" for the time being.

As usual, this is anecdotal, however, I had an unpleasant run-in with SN which left me none too pleased a couple of weeks ago.

I was taking the last flight in the evening out from Brussels to go to Rome and a one hour-plus delay meant that I would probably arrive in Italy too late to pick up a car that I had rented in FCO. As my final destination was about another hour and thirty minutes from Rome, not being able to pick it up would be a major headache as I would have to get a hotel for a matter of hours and get it first thing in the morning before rushing off to where I needed to be.

I explained the situation to the airline, asking if they would just reimburse me for the additional expenses potentially incurred only to be curtly told that it would not be possible; the airline gets you from point "a" to "b" and what happens after that is basically your tough sh-t. Though I did not like the way they said it to me and that they did not seem to understand that I was asking for reimbursement and not compensation (they are not the same thing), I would have accepted it more easily had they not been so dismissive of my case. As if it was my fault that the flight was delayed!?

What really got on my nerves though was their attitude subsequently when we had a "discussion" with regards to lounge access. I understand that as a modest FTL, SN will not allow you into their lounges on an economy ticket (unlike their superior parent airline with whom I earned all my miles and which does!?). However, considering the inconvenience caused, I would have appreciated a drink on the house and to be away from the crowds for just a little bit. I never raised my voice the entire time, but the manager, who had gotten involved at this point, upon hearing my request looked at me as if I had asked for a complimentary RTW in F and practically scolded me like a petulant child. She started to lecture me on the airline's rules and regulations and without even knowing what flight I was on, said that there were "many" FTLs on my flight and that she could not make an exception for me. I replied that she didn't need to make an announcement on the PA system either, that if this were LH I would get in no questions asked and that, again, the airline was at fault for something so this by the book rhetoric she was dishing out to me really was inappropriate. I was not in the mood for a fight, especially as the real issue was whether I would get my car or not in Rome, so I just cut her off telling her that I liked the airline but that this was very poor form on her part and just walked off.

In the aftermath, I find her obstructive behavior even more pathetic considering their policy is allegedly changing anyway (AVSA: I am flying out again on October 3rd, so I will let you know what happens). I have to admit, service on board was (as usual), friendly and courteous, something which considerably appeased my displeasure with SN.

Nevertheless, I am extremely annoyed that my miles are linked to Brussels Airlines and I am going to write to Lufthansa to ask them to issue an LH card. I know that this is petty, but I don't see why I should be associated with an inferior airline when I earn most of my miles with LH?

Nevertheless, I am extremely annoyed that my miles are linked to Brussels Airlines and I am going to write to Lufthansa to ask them to issue an LH card. I know that this is petty, but I don't see why I should be associated with an inferior airline when I earn most of my miles with LH?Just get a German M&M credit card; it has no mentioning of SN at all even if you live in Belgium.

Just get a German M&M credit card; it has no mentioning of SN at all even if you live in Belgium.
Don't you need a German bank account in order to apply for German M&M credit card?

AVSA: I am flying out again on October 3rd, so I will let you know what happens
Thanks a lot, looking forward to hearing from you.
PS I am sorry to hear about your recent travel problems. I guess I am very lucky - all my flight on SN have been trouble free.

:mad: definetely another "improvement" for SN, what's about other *A airlines in BRU (LH, SR, BM .....) ?

There ain't SR anymore ;) It is gone for ever and now they call it LX

Just get a German M&M credit card; it has no mentioning of SN at all even if you live in Belgium.

LH, SN, LX, LO, AU, JP, OU whatever, in the end it's just an airline logo on a piece of plastic. The Miles & More (reservation) system does not even mention the issuing airline when quoting the M&M card number.
As of January 2011 (if I remember correctly) you will be able to choose your airline (logo) of choice, so when based for example in BE you can have a LX, LH, LO, AU etc. M&M card.

But it makes a difference - not for you, but for the airlines. When my wife (with a SEN card with an SN logo) and me (German M&M SEN credit card with Lufthansa logo) enter a lounge, they tick different boxes on their list.

FWIW, the SN Schengen lounge still posted the August version of the lounge access policy (as per the OP) on the counter last Sunday. It was marked as 'new policy', no sight of any newer version. Didn't have time to ask.

Sorry for the delayed reply. I asked on Monday and they had no clue what I was talking about (re: new lounge policy).

Does anyone know if there have been any developments over the past few weeks? Thanks.

The information on their website has changed in the past couple of days:
http://www.brusselsairlines.com/com/my-travel/practical-information/Default.aspx?item=20474
It now says that FT can access regardless of booking class, but from the access table it looks like guests are no longer allowed.

-jani

For the record, I have been granted access now as an FTL on multiple occasions.^