Originally Posted by
kjnangre
I think you've misunderstood the idea of a lounge. Its primary purpose is a place to relax, eat, drink, do some work. That's why they call it a lounge, not a customer service office.
An airline-specific lounge is a place relax, eat, drink, work, AND have premium access to staff for travel delays. The next time you have a last second schedule change or IRROPS, would you rather stay in your seat and dial customer service with your "1-bar" airport cell signal, or take a few steps over to a well-staffed desk and get rebooked faster than anyone else affected on your flight.
Half of my JWD certificates that I have given to Delta employees have gone to SC staff who helped with a re-booking in a pinch.
If the lounge was just a place to avoid paying $20 for a decent airport snack and drink, I would not pay for a membership.