Originally Posted by
OMCA
Interesting experience last night trying to gain access to the EWR lounge within the UA lounge in Terminal A.
My partner: Maple Leaf Club North America cardholder, connecting on a UA ticket.
Myself: AmEx Business Reserve Card, connecting on a UA ticket
My read of both T&Cs indicate that we each should be provided entry. In fact, my card alone should allow us both entry, as I'm allowed a guest as long as on the same itinerary, which we were. But the desk agents would have nothing of it. They asked us each to scan our boarding passes on the self-service entry gates, and were each denied. For further clarity, both of our Aeroplan numbers were on our respective boarding passes. Frustrating, to say the least. Especially when a large sign at the lounge clearly indicates that AmEx Reserve cardholders and MLL cardholders "...are welcome to visit this United Club location." Despite showing the sign to two agents, they wouldn't budge and suggested we take it up with an Air Canada gate agent, which I thought would be a total waste of time.
We had a bunch of time to burn, and actually asked an AC gate agent who thought we should have access. She turned to a colleague, "MJ" working the YVR gate, who said we should be allowed, but that the UA staff probably didn't know how to manually select the right button to allow us entry. The kind, young attendant actually told us to "follow me" and took us to the 2nd floor lounge and showed the UA staff how to work their system to provide us with the access. To say I was shocked at this level of service is an understatement, so big shout out to "MJ" for going out beyond the call of duty last night.
Interestingly, she told the UA lounge staff that my partner was allowed a guest, and zipped us both into the lounge, even though, that is incorrect (I'm pretty sure she had that part wrong). I am allowed a guest, but not the MLL cardholder (without a fee, anyways). But given the hassle so far, I just shut my mouth and took a seat inside, after thanking "MJ" extensively for the exemplary customer service.
I asked about this upthread and never got an answer, glad it's getting some traction now.
Originally Posted by
sports1
Looking for confirmed DPs for NYC EWR United Club/MLL access with a premium credit card (TD, CIBC, AMEX) flying on a codeshare/*A partner ticket.
Strictly speaking it's a cobranded lounge, operated by United. But as far as Air Canada's site goes, it is a MLL for all intents and purposes: "N.B In this new location, Air Canada will be uniquely co-located within the United Club, offering a dedicated Air Canada customer service desk and
an access policy consistent with Air Canada’s Maple Leaf Lounges"
https://www.aircanada.com/ca/en/aco/...!lounge@newark
And per MLL access policy:
I was rejected entry in EWR September 2023 for trying to enter flying United (EWR-HND), despite pointing out this policy to both the Air Canada rep (useless lady said she couldn't help me as I wasn't flying with them) and the United rep (who said the MLL rules don't apply as I was flying with United, not AC).
So what's the dealio with the access rules here, did I just get garbage reps?
Good that there's a sign now. When I was there Sept 2023 last year on an departing United Express Y ticket, neither the United agent (nor Air Canada agent) would budge.
The AC agent sitting just inside the gates said it wasn't her problem (wish I got her name, she had some snappy attitude) as I was flying with United.
The United agent(s) sitting outside said I was grand thinking I had access to the lounge, despite showing her the T&C saying TD Visa Infinite Privilege cardholders had access as long as they were ticketed for a same day departing flight on an AC or star alliance flight. She said as long as I didn't have a "United Club access" logo on my boarding pass, lounge access was void.
If cobranded lounges are going to be a thing in any capacity (whether it's a one off exception or not), then the experience needs to be consistent. Pretty disappointing to hear that lack of training is still an issue 1.5 years in since the lounge first opened.