I’d like to share a recent experience and get your input.

I was flying out of Bangkok on Vietnam Airlines flight VN600 (BKK–SGN) with a group of six:

• Myself (Flying Blue PFL)
• My husband (Flying Blue Platinum)
• My mother and her partner (both Flying Blue Explorer)
• My two children (ages 5 and 4)

We went to the Air France Lounge at BKK, expecting everyone to be allowed in. The plan was straightforward: my husband and I would each guest in one Explorer (my mom and her partner), and our two kids — as minor children of Platinum members — would be admitted as per Flying Blue’s published lounge policy, which clearly states that children under 18 do not count toward the guest allowance for Platinum, Ultimate, and Club 2000 members.

However, the lounge staff insisted that this benefit only applies when flying on Air France, and that because we were on Vietnam Airlines, we had to choose between the children or our Explorer guests. I pointed out that the access policy should apply in any AF lounge, regardless of the operating carrier, as long as the flight is SkyTeam-operated — which was the case.

The conversation turned surreal. The staff member showed me an internal document which, ironically, actually confirmed my interpretation — it stated that children of Platinum/Ultimate/Club 2000 members may access AF lounges when departing on or connecting to a SkyTeam-operated flight. I was stunned, yet the staff member still refused, saying she was the supervisor and would not escalate.

I then called the Platinum Service Line, and after a few minutes on hold, the agent confirmed I was absolutely entitled to bring in my children — as I had claimed. The PSL agent tried to contact the station manager, but no one answered. The lounge supervisor still refused to budge, and even threatened to call security because I had taken a photo of the internal document she showed me (I deleted the photo immediately upon realizing it was not permitted).

Frustrated and out of time, we ended up leaving the lounge, despite the fact that both my husband and I were within our rights.

Questions:

• Has anyone experienced something similar at the AF Lounge in BKK?
• Should I file a formal complaint with Flying Blue or Air France?
• Do you think this was just a local misinterpretation, or a broader training issue?

This was an extremely disappointing experience for a loyal Platinum member traveling with family. I’d appreciate any advice or shared experiences.

Thank you!
vinnyc