Originally Posted by
notquiteaff
If you tell them the date and time you were rejected, they should be able to work out which agents need additional training.
I wrote to the link you shared and copy pasted for the most part of what I posted here, with more details such as date time. I don’t understand their response. They seem to just completely disregard Oneworld alliance. Or a robot just keyword matched “lounge”, complaint like message, and pasted this generic response and closed it.
I finished with an ask in the original message to understand why I was denied entry.
I appreciate that you took the time to contact Alaska with regard to our new Lounge Policy.
In an industry where customer service is a key feature, Alaska has always strived to provide exceptional service to our customers. I do apologize that you had not been made aware prior to your flight of our new lounge policy. As you have watched us grow from a small carrier operating on the West Coast to a larger transcontinental carrier, we have had to make changes to be viable. As the times have changed so has the airline industry to remain solvent in these uncertain times.
The changes that we have implemented have not always been popular and understand that our guests may not agree. Our Loyalty Marketing Team does take into account all decisions made that impact guests and only make changes when absolutely necessary. With that said, our lounges have become more popular than anticipated and overcrowding has been a concern. We want to ensure guests have the best possible experience when enjoying the lounge, while making sure that our members who pay for the use of the lounge have access when needed.
First and Business Class customers connecting on the same day of travel, or before 6am the following day, can access the lounge when travelling between an international long haul (a oneworld international long haul flight is defined as an international flight marketed and operated by any oneworld carrier with a scheduled flight time longer than 5 hours) and an international short haul or domestic flight (and vice-versa). These ticket must be purchased First Class and Business Class tickets, not upgraded tickets.
Furthermore, rather than discontinuing the access to the lounge to all passengers who did not purchase a lounge membership, the decision was made to update the entry requirements and offer a discounted rate of $30 for a day pass on shorter first-class fights to our First-Class passengers. (First-class tickets that were purchased prior to November 18,2022 are still eligible to use the lounge even if traveling after the February 15, 2023.) Please note that the $30 Day Pass is for First Class travelers only as we no longer offer Day passes in several locations. We understand that changes can be challenging and do value your feedback.
As always, thank you for flying with us. We hope you'll give us the opportunity to exceed your expectations on another flight.
Sincerely,