Originally Posted by
clarkeysntfc
This is the key line here.
People talk about consistency but there's a fairly obvious lack of common sense on the agents part which has led to a dissatisfied customer.
They could have realised that a 10 minute entry in to the lounge pre-boarding is hardly the end of the world.
How would they know the passenger came out after 10 minutes? Is this a case where the same facilities were not available outside the lounge and therefore a genuine need existed which could only be addressed inside the lounge? Was there no other solution such as one parent going in?
I am not sure applying common sense to any of the above gets you to a different answer in this case tbh.