SkyTeam's website lists Havana's El Elegante Salon on its lounge finder so I, as a PM traveling HAV-ATL-LGA in business class, expected to be able to wait for my recent flight there. However, when I tried to enter I was told it was not a SkyTeam lounge (despite having a big sign with the SkyTeam logo on it by the door), only partners with individual airlines (of which DL is not one) and access requires a printed lounge pass from check-in. I asked them to contact a Delta rep to clarify the situation and was told one would be there shortly.

After waiting nearly 30 minutes I walked around the terminal until I found someone wearing a "Delta Passenger Assistance" vest (as far as I could tell they don’t have Red Coats at HAV) and explained the situation he brought me over to another DL rep. Beyond being completely unhelpful this individual proved to be one of the rudest and most unprofessional people I have ever encountered. First, he denied that El Elegante was listed as a SkyTeam lounge and demanded proof. When I explained that my phone didn’t have data service in Cuba but I would gladly explain how he could pull up the lounge finder on his computer he refused to even look. He then literally laughed in my face when I pointed out the SkyTeam sign by the door. At this point I asked to speak to a supervisor and he told me that I would have to go back to the check-in desk to do that (which was impossible as I had already gone through Passport Control and Customs.) Realizing that talking to him was not going to accomplish anything I took out my phone and wrote down his name so I could file a complaint when I got home. Upon seeing this he completely lost it. He demanded I follow him back to security where he falsely accused me of taking pictures of the airport. As a result of this I was forced to allow a security officer to go through my phone. After she told him that there were no pictures of the airport nor had any of the numerous police and security officers stationed around the terminal seen me doing anything inappropriate he got in my face and threatened to refuse to allow me to fly because I was "not rational" and “report me to corporate security.” I asked the security officer if I could go and, when she said yes, simply walked back to the gate and boarded my flight without further incident.

Since getting home I’ve called Delta and, after detailing the whole story, was given 10,000 SkyMiles "for my inconvenience" and told someone would follow up with me within 24-48 hours (which didn’t happen). I am shaken by the whole experience and utterly appalled by DL’s handling of the situation. Even if it turns out the website and signage were in error and the lounge check-in person was correctly enforcing the rules the DL rep should have clearly and politely explained what had gone wrong and apologized for the confusion. Instead his behavior started out rude and unprofessional and quickly escalated to outright threats and intimidation. I have no idea what, if any, action Delta plans to take regarding this incident but I can say that being given some SkyMiles and the false promise of a callback certainly doesn’t leave me feeling like a valued customer.