Another tale of rudeness from the Lounge staff
Sep 17, 2013, 7:26 am
#31
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Sep 17, 2013, 7:51 am
#33
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Maybe IT people aren't as smart as they think they are.
Sep 17, 2013, 7:55 am
#34
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Alternatively BA could always revert to Plan A - do absolutely nothing.
Sep 17, 2013, 7:57 am
#35
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Actually, not really at all. They are fairly straightforward and if anyone is uncertain they always know where to ask. I could sort of understand the lounge attendant missing the subtleties of some rules regarding some obscure partner airlines, but frankly, people wanting/needing to enter the domestic lounge for their domestic leg as part of a CE itinerary must be at the very least an hourly occurrence, and the proportion of people wrongly being denied is frankly inexcusable. If I were a BA rep reading this, I would feel highly embarrassed by this recurrent issue on an extremely basic point of the lounge access policy.
PS: Sorry Andryiko, I saw you beat me to it but I had missed your post on an earlier read for some reason!
PS: Sorry Andryiko, I saw you beat me to it but I had missed your post on an earlier read for some reason!
Sep 17, 2013, 8:01 am
#37
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My girlfriend flew HKG-LHR-NCL last year connecting from CX F to BA domestic and was refused entry to the lounge at Heathrow. They were very rude to her and I told her to go back and state that actually the rules allow her access if connecting from a same day F arrival to a domestic flight but they would have non of it and told her that it is only the departing BP that counts and since she is in domestic class she can jog on. Very poor and very embarrassing for my girlfriend. Especially since she had around 3hr transit 
Their job is to know these rules so IMO it is pathetic and they need more training.
Their job is to know these rules so IMO it is pathetic and they need more training.
Sep 17, 2013, 8:04 am
#38
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Actually, not really at all. They are fairly straightforward and if anyone is uncertain they always know where to ask. I could sort of understand the lounge attendant missing the subtleties of some rules regarding some obscure partner airlines, but frankly, people wanting/needing to enter the domestic lounge for their domestic leg as part of a CE itinerary must be at the very least an hourly occurrence, and the proportion of people wrongly being denied is frankly inexcusable. If I were a BA rep reading this, I would feel highly embarrassed by this recurrent issue on an extremely basic point of the lounge access policy.
PS: Sorry Andryiko, I saw you beat me to it but I had missed your post on an earlier read for some reason!
PS: Sorry Andryiko, I saw you beat me to it but I had missed your post on an earlier read for some reason!
Sep 17, 2013, 8:11 am
#39
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On other similar threads there are stories of how the computer has said yes only for the human to over-ride this.
Sep 17, 2013, 8:14 am
#40
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We are focussing on a very edge case here. The only problem I'm aware of occurs for non-status pax in non-premium cabins (i.e. domestic flights), who happen to have arrived in on a premium cabin.
The vast majority of passengers eligible for lounge access have a boarding pass showing a premium cabin, and/or status.
Erm, no it doesn't. It /only/ affects non-frequent travellers, i.e. those without status.
The vast majority of passengers eligible for lounge access have a boarding pass showing a premium cabin, and/or status.
Erm, no it doesn't. It /only/ affects non-frequent travellers, i.e. those without status.
There is ZERO excuse for being rude to pax, no matter how terrible the passengers may be. People in customer facing positions should be trained (and should have the good sense) to behave properly even when confronted with the most rude of customers.
Not my - or the OPs - problem. BA needs to make the system work.
Last edited by BizFlyin; Sep 17, 2013 at 8:21 am
Sep 17, 2013, 8:24 am
#41
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Sep 17, 2013, 8:31 am
#42
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My girlfriend flew HKG-LHR-NCL last year connecting from CX F to BA domestic and was refused entry to the lounge at Heathrow. They were very rude to her and I told her to go back and state that actually the rules allow her access if connecting from a same day F arrival to a domestic flight but they would have non of it and told her that it is only the departing BP that counts and since she is in domestic class she can jog on. Very poor and very embarrassing for my girlfriend. Especially since she had around 3hr transit
Their job is to know these rules so IMO it is pathetic and they need more training.
Their job is to know these rules so IMO it is pathetic and they need more training.
Sep 17, 2013, 8:35 am
#43
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Similar experience a few days back flying AA F connecting to BA CE. I handed the First lounge agent both our AA F and BA CE boarding cards and he immediately directed us to the Business lounge. I pointed out that it was a connecting OneWorld F itinerary; he looked confused, asked his fellow agent who shook her head no, I began pulling out my printed copy of OneWorld lounge access rules and he rolled his eyes and waved us through. It really is an unfortunate way to treat premium passengers, especially when it continues to happen over and over again.
Sep 17, 2013, 8:45 am
#44
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Yes it does beep green however I believe that is more to show you have a live BP and eligible status rather than show your itinerary grants you lounge access. Hence why despite showing green you can still get told to get on your bike by the agent.
Sep 17, 2013, 8:49 am
#45
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I was refused access when transferring from CW to domestic in the first few weeks after T5 opened. It was horribly embarrassing. Especially when they call across to other people to verify that this chancer isn't allowed in.
I wonder how many of the "chancers" who are villified on FT for trying to "blag" their way into lounges, are actually customers, who are entitled to use the lounges, being turned away?
BA need to fix this.
I wonder how many of the "chancers" who are villified on FT for trying to "blag" their way into lounges, are actually customers, who are entitled to use the lounges, being turned away?
BA need to fix this.