Priority Pass benefit rapidly deteriorating
#1
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Priority Pass benefit rapidly deteriorating
I have Priority Pass from my AMEX Plat, which I have held for several years. Ever since the introduction of the CSR to the market, I have noticed the PP benefit deteriorate. In just the past few months I have, at four separate airports, been: a) kicked out of a lounge after being admitted because it was getting too crowded b) turned away due to crowding c) turned away due to the lounge saving seats for customers of a particular airline and d) admitted to lounges that were filthy and overcrowded (I was in a lounge last week with a group of 10-15 college kids admitted on one card, all doing shots)
This is a benefit that AMEX advertises yet I feel like I can rarely take advantage of. Its especially frustrating because PP lounges are often the only choice at smaller airports, in smaller terminals, etc. I have made my frustration known to AMEX but this has been met with a OK, sorry, Thanks for the feedback sort of reply.
Has anyone else had this problem, and has anyone else addressed it with AMEX directly?
This is a benefit that AMEX advertises yet I feel like I can rarely take advantage of. Its especially frustrating because PP lounges are often the only choice at smaller airports, in smaller terminals, etc. I have made my frustration known to AMEX but this has been met with a OK, sorry, Thanks for the feedback sort of reply.
Has anyone else had this problem, and has anyone else addressed it with AMEX directly?
#3
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Nearly all lounges which accept Priority Pass use it to monetize excess capacity. They have other visitors who are more important. Many are contract lounges that serve specific airlines with only a few flights per day. If Priority Pass members interfere with the lounges' ability to accommodate their contract customers, the Priority Pass members will be declined or asked to leave.
Demand for lounge visits apparently exceeds capacity. What, specifically, would you have American Express do?
Demand for lounge visits apparently exceeds capacity. What, specifically, would you have American Express do?
Last edited by mia; Jul 26, 2017 at 12:19 pm
#4
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#5
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Nearly all lounges which accept Priority Pass use it to monetize excess capacity. They have other visitors who are more important. Many are contract lounges that serve specific airlines with only a few flights per day. If Priority Pass members interfere with the lounges' ability to accommodate their contract customers, the Priority Pass members will be declined or asked to leave.
Demand for lounge visits apparently exceeds capacity. What, specifically, would you have American Express do?
Demand for lounge visits apparently exceeds capacity. What, specifically, would you have American Express do?
Off the top of my head, some things AMEX could do: provide a more premium level membership which does not allow for entry to be declined, offer a credit or voucher for F&B in the terminal when denied access, penalize PP for each time a member is declined so they will better manage their capacity/demand
#6
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#7
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This is a PP problem, not AMEX.
#8
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That had to be expensive for someone. AFAIK, there's no PP card that allows unlimited guests at no extra charge. Some allow zero, one, or two guests without extra charge, but beyond that, the cardholder was likely charged $27 for the additional guests.
#9
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#10
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The bottom line is that if it's an advertised benefit on one of the most expensive AF cards on the market, it needs to be usable. I have little interest or knowledge in how the model works..AMEX has plenty of smart people to manage this and to mitigate any complications with the Priority Pass team.
Off the top of my head, some things AMEX could do: provide a more premium level membership which does not allow for entry to be declined, offer a credit or voucher for F&B in the terminal when denied access, penalize PP for each time a member is declined so they will better manage their capacity/demand
Off the top of my head, some things AMEX could do: provide a more premium level membership which does not allow for entry to be declined, offer a credit or voucher for F&B in the terminal when denied access, penalize PP for each time a member is declined so they will better manage their capacity/demand
My main issue is with some of the smaller lounges (The Club at... Lounges for example). They exist to serve an airline or two that typically have only evening departures. They open the rest of the day to make some money off PP swipes. But then they completely under-staff and under-stock the lounges at those times. My last time at The Club at ATL (wasn't flying DL) the place was packed, there were dirty dishes and trash everywhere, the food was picked over, and I couldn't even get a soda because there were no clean glasses. I left to go sit in the F atrium because it was more relaxing out there.
#11
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Ironically, The Club at lounges are the only ones operated directly by the company which owns Priority Pass.
Last edited by mia; Jul 26, 2017 at 1:36 pm
#12
Join Date: Aug 2016
Posts: 15
Currently in the CUN business lounge through PP. Extreme overcrowding. Absolutely no seats available, tables are dirty, and food is being snatched as soon as it's placed on the bar. One family has five children and many families of 4-5. People sitting on side tables. Should have been shut down for entry 15 people ago. Thx Chase. I'm sure that's the explanation for families of 5+
#13
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#14
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Once upon a time, briefly, American Express was the exclusive USA sponsor of Priority Pass memberships. Other banks were forced into Lounge Club, which is operated by the same company (Collinson). Lounge Club had access to only a subset of the Priority Pass network.
I have no information about why this arrangement ended, but most of the former Lounge Club sponsors are now handing out Priority Pass, and Collinson has lost one tool that could have provided a method to limit or prioritize access.
However, with Citi, Chase, US Bank etc etc all issuing ~$450 cards I doubt Collinson could roll this back simply by raising their price.
I have no information about why this arrangement ended, but most of the former Lounge Club sponsors are now handing out Priority Pass, and Collinson has lost one tool that could have provided a method to limit or prioritize access.
However, with Citi, Chase, US Bank etc etc all issuing ~$450 cards I doubt Collinson could roll this back simply by raising their price.
#15
Join Date: May 2013
Posts: 378
Isn't there another thread complaining Centurion lounges being overcrowded?
Well, first wave of renewals and annual fees is coming due this August. Will be interesting how many stick around, and how it affects number of PP holders.
Correct. The bloggers picked up on this during the CSR promotions and spread the word: http://onemileatatime.boardingarea.c...ounge-benefit/