Originally Posted by
sehgalanuj
If you have confirmation that the policy applies at AFKL operated lounges, even if you are on a non-AFKL flight, then you should file a complaint for sure.
My own understanding is that any Flying Blue related benefit would only apply if you are flying AF/KL marketed and SkyTeam operated. Essentially, you should have a AF/KL flight number. In your case, your flight number was a VN one, and technically, it would've been VN paying for your access as STE+, which might be why access was denied, because you were not treated as a FB member, but rather a STE+ member to whom the policy on unlimited children do not apply. Many years ago, at BKK, I tried to go into a different ST airline operated lounge than the one assigned by the airline itself (I think I wanted to use the AF lounge, instead of the one CZ assigned, because it was close to the gate). At the time there were a few ST operated lounges, and I was told clearly that I'd need to use the lounge that is assigned because the airline pays for that one, but was let in as an exception since I only had to be there for like 30-40 mins. It's not the same thing, but I suspect a similar thing, because each ST airline pays for lounge access on its own and they applies STE+ access rules. The AF lounge in this case was acting as a STE+ lounge for VN, rather than a FB lounge for AF/KL marketed flights.
But if you have seen a policy to be otherwise, and the PSL confirmed it, you should 100% raise a complaint. In fact, it would have been worth asking the PSL agent to file a complaint over the phone already. I'd probably file this complaint under the "problem at the airport" category.
Thank you so much
sehgalanuj for your reply. I understand your point re. airlines contract and who is paying for who on lounge access. I would totally accept that if those were the rules.
However, the language on the FB website is pretty clear:
Gold and Platinum members and one guest benefit from complimentary access to lounges when travelling on the exact same flight operated by Air France, KLM, China Southern Airways or a SkyTeam partner (including connections to/from an international SkyTeam partner flight). Platinum members may also bring their children under 18 (part of the family unit and still financially dependent on FB Member) travelling with them on the same flight into the Air France and KLM Lounges.
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Additionally, and unfortunately for her, I should mention that I have a very strong photographic memory. I remember clearly the internal Air France/KLM document the lounge supervisor showed me — it was titled “Passenger Airport Manual – PAM section 6.1 page 17” and dated January 2024. The relevant passage stated:“
For Flying Blue Platinum and Club 2000 customers, free access for children between 2 and 17 years old is included, in addition to the guest.”
It also made clear that lounge access is granted to customers “
departing on, or connecting to/from a same-day international SkyTeam-operated flight.” Nowhere in the document did it say that the flight must be Air France-operated. In fact, the word “Air France” did not appear in that clause at all. The only condition was that the flight be operated by any SkyTeam carrier, which Vietnam Airlines clearly is. The document fully supported my understanding — and yet I was still denied entry for my children.
It is more a question of rules & policy clearly written, and yet a rogue supervisor decided to dictate her own interpretation of rules, despite two different written sources (FB website, internal document of hers) as well as confirmed on the phone by an agent of the PSL.