Originally Posted by
Zantaine
I requested and booked a connection five star select service for 1 adult and 1 child for DFW. I just got an email that because the layover is 6 hours long in DFW, that the system is prompting it as an arrival and I’ll need to purchase a second greeter for departure. I see no mention of a layover time stipulation, just a segment based service. Has anyone else experienced this? It’s the same day if that matters. (10:00 AM - 4 PM).
I've never had problems with long layovers at DFW being treated as connections for Five Star Select.
A few years ago, I booked Five Star Select connection service at DFW on two separate trips -- one with a 7.5-hour layover and another with a 6.5-hour layover -- and both were treated as connections without any issues. In both cases, the Five Star receipt showed the service as "Connection." On one of those trips, the Five Star greeter's shift was ending and he introduced me to the greeter who would be handling the rest of my connection.
Earlier this year, I had a 5 hour 53 minute layover at DFW. I booked Five Star Select connection service. The receipt showed "Arrival" instead of "Connection." I called the Five Star desk, and they said it was because of the long layover. However, they assured me that it wouldn't be an issue. On the day of the trip, it was treated as a connection without any problems.
A month later, I had a 6 hour 9 minute layover at DFW. I again booked Five Star Select connection service, and just like the previous month the receipt showed "Arrival" instead of "Connection." I didn't bother calling the Five Star desk because of my experience the previous month. At DFW, the Five Star greeter dropped me off at the Flagship Lounge. About a half hour later, I got a text from the greeter saying she realized this was just an arrival booking and wishing me safe travels for the rest of my trip. I texted her back and explained the situation, and she said she would look into it. I also called the Five Star desk, and they said it should've been treated like a connection and they would contact the airport. I left them to sort it out. In the end, everything worked out without any additional intervention from me, and it was treated like a connection.
FWIW, the 2 trips from several years ago were both points bookings, while the 2 trips earlier this year were both paid bookings.
As long as the system allowed you to book at 6-hour connection at DFW (i.e., you didn't book it as a multi-city trip with a stopover), they should treat this as a connection. Unless something comes up, you're only going to be interacting with the Five Star greeter for ~20 minutes at the beginning and end of the layover. I don't believe they sit around and do nothing for the entire duration of your connection. If it were me, I would call the Five Star desk and push back on this. They're allowing you to book the connection. They should be willing to provide the service as a connection. AFAIK, there is no mention in the Five Star T&Cs about the length of a connection.