Originally Posted by
whimike
As others have stated, this is not a lounge experience, rather a lounge check-in experience.
You are disappointed they didn't bend the rules. But, IMHO the ME3 never bend any rules, ever. The front-line people you interact with typically not empowered to.
Agree. it should have been titled 'Lounge check-in experience'.
The frontline people at EK use their discretion for common sense decisions many times in my experience, quite unlike the robots one finds frequently in the US. Allowing a 3-year old child in with her mother and not demand the $50 charge, could have been one such decision. Sadly, it did not happen on this occasion. Doing it was an opportunity to create a loyal fan of the airline (which she is, albeit, a bit soured now).