Refused Lounge entry at PHL
#181
FlyerTalk Evangelist
Join Date: Dec 2002
Programs: UA Platinum MM; DL Silver; IHG Diamond Ambassador; Hilton Gold; Marriott Gold
Posts: 24,249
#182
Join Date: Jan 2012
Posts: 489
Travelling home this week outbound flight was BA and return leg on AA but BA booking. A colleague (also gold) and I were was refused entry to the PHL lounge. We were bluntly told to use the AA lounge as they were expecting the lounge to be busy later! We did not want to use the AA lounge for obvious reasons.
Now I realise that there are fire and safety rules re capacity but surely would have thought this should be on a first come first served basis.
Complained to no avail and then went to the AA lounge where we paid for our drinks at $11 per G & T. Walking by around 2 hours later the BA lounge was still not busy with many free seats!!!
Called BA on my return to complain who stated whilst entry refusal was wrong they would not compensate me in any way. The whole episode has left me very disappointed as with travelling in Y lounge access was one of the only reasons we booked BA! :-(
Anyone else ever experienced anything similar?
Now I realise that there are fire and safety rules re capacity but surely would have thought this should be on a first come first served basis.
Complained to no avail and then went to the AA lounge where we paid for our drinks at $11 per G & T. Walking by around 2 hours later the BA lounge was still not busy with many free seats!!!
Called BA on my return to complain who stated whilst entry refusal was wrong they would not compensate me in any way. The whole episode has left me very disappointed as with travelling in Y lounge access was one of the only reasons we booked BA! :-(
Anyone else ever experienced anything similar?
#183
Join Date: Aug 2005
Location: Magic Kingdom
Programs: AA Exp, Radisson VIP, Expedia OneKey Platinum, Hilton Gold, Bonvoy Gold, Hyatt Explorist, Amex Plati
Posts: 444
Because of this lounge access nonsense, both at PHL and other US locations, I actively avoid giving BA my business. So many times they have denied access to a visibly empty lounge, when all I needed was an hour or less. No way would there be a capacity issue. I advocate for more of us to vote with our wallets until BA gets better at fulfilling its Oneworld obligations.
#184
Join Date: Nov 2017
Location: Germany
Programs: BA GGL, CCR - TK G
Posts: 809
We are two BA Gold members (OWE) flying PHL/DOH on QR (metal & code). The BA PHL lounge agent insisted that we could only use the Business section because that’s the lounge provision QR had made with BA PHL and refused us entry into the First section despite it being empty at the time. Bottom line, the lounge agents do not understand the OW lounge access framework and seem to be taking orders from their superiors on the ground, who have enforced a parallel set of rules. As yet I’m uncertain if their superiors on the ground are equally dumb or merely choosing to be non-compliant. Any clue how to get Waterside to reform these rogue elements?
This is not a fully operated ba lounge I was told. They share. So when Qatar rents this space they only rent the business section and with a totally different catering than ba. That's actually why the food choices were much better at the qr times.
They didn't have the seated service in the back tho that ba has.. The pre dining.
It made sense to me.
#185
Join Date: Jan 2012
Posts: 489
I had the same experience last year. How they explained made sense tho.
This is not a fully operated ba lounge I was told. They share. So when Qatar rents this space they only rent the business section and with a totally different catering than ba. That's actually why the food choices were much better at the qr times.
They didn't have the seated service in the back tho that ba has.. The pre dining.
It made sense to me.
This is not a fully operated ba lounge I was told. They share. So when Qatar rents this space they only rent the business section and with a totally different catering than ba. That's actually why the food choices were much better at the qr times.
They didn't have the seated service in the back tho that ba has.. The pre dining.
It made sense to me.
That is the only dispensation under the OW lounge framework. The issue of whether a lounge is OW operated or non-OW operated is binary and is a statement of fact.
#186
Join Date: Nov 2017
Location: Germany
Programs: BA GGL, CCR - TK G
Posts: 809
So for some times of the day it is a ba lounge, where ba books the space, puts their uniform on the staff and books their catering.
At other times.. Qr books the space, puts different hats on the girls and has different catering.. Of course at both times you can use the lounge as ow flyer.. But under different rules.. Because qr does not operate a first class section like ba.
That's why I had to not be able to use the f lounge either last October
#187
Join Date: Jan 2012
Posts: 489
Of course I don't know the contract or the facts.. But I was told that this space is shared.
So for some times of the day it is a ba lounge, where ba books the space, puts their uniform on the staff and books their catering.
At other times.. Qr books the space, puts different hats on the girls and has different catering.. Of course at both times you can use the lounge as ow flyer.. But under different rules.. Because qr does not operate a first class section like ba.
That's why I had to not be able to use the f lounge either last October
So for some times of the day it is a ba lounge, where ba books the space, puts their uniform on the staff and books their catering.
At other times.. Qr books the space, puts different hats on the girls and has different catering.. Of course at both times you can use the lounge as ow flyer.. But under different rules.. Because qr does not operate a first class section like ba.
That's why I had to not be able to use the f lounge either last October
Even if we assume they are correct that the lounge is "shared" (by the way shared does not have a special meaning in the OW lounge framework), where we assume shared means dual-operated (BA and QR), the lounge would therefore still fall under the definition of OW operated, since BA and QR are both OW members (e.g. QF LAX Business lounge managed by QF but operated in partnership with BA and CX). Consequently access to the First class section should be given.
This idea of BA or QR booking the space sounds like an awfully lame response by lounge agents trying to palm people off. I should hope they'd be more creative if they wanted their deception to stand up.
#190
Join Date: May 2010
Location: UK
Posts: 5,380
Really confused by this. Forgive me if I'm lacking knowledge here, but why should you be entitled to access to a F section of a BA lounge, when flying OW J?
#191
Join Date: Dec 2004
Location: PHL
Programs: BA Gold
Posts: 494
Because usually a OW Emerald is entitled to use the First Class Lounge when traveling a OW airline, even in Y.
#192
Join Date: Sep 2005
Location: Philly
Programs: AA, BA, NH, TP
Posts: 742
Kindly request and suggest that you go and read the OW rules and then post FT with questions and queries.
Last edited by fatmac70; Jun 22, 2019 at 9:36 pm Reason: spelling
#193
Join Date: Jan 2005
Programs: BA Gold, AA Lifetime Gold 1.8mm, IC Spire Ambassador, Hilton Diamond, SPG Gold et al
Posts: 4,350
I was refused entry a few weeks ago when flying a BA codeshare flight in AA J. What struck me was that the explanation all seemed very routine and standard ("I see you are flying AA") and I was left with the clear impression that it would have been given whatever the capacity circumstances at the time.
#194
Join Date: Feb 2008
Programs: BA (GGL/CCR)
Posts: 1,256
I must say this thread causes me to have a great deal of sympathy for the people employed as agents at the BA lounge in Philadelphia. It seems every working day they can expect someone with a shiny card and an economy boarding pass for an AA flight to Boston or somewhere to rant at them, making pompous comments about how they seem to be unfamiliar with OneWorld rules, and demanding that they be allowed to guzzle the free food and booze in the F section of the lounge even if that means an actual BA F passenger being left out in the corridor. I have a BA flight from PHL to LHR in F soon and I intend to make a particular point of thanking whoever is on duty for their assiduousness in ensuring the lounge facilities are available to those for whom they are primarily intended. It seems the least one should do.
#195
Join Date: Nov 2017
Location: UK
Programs: Mucci Chevalier de Actes Bénéfiques pour les Autres, BAEC Gold.
Posts: 1,487
Just got into the First bit of the lounge at PHL before tonight’s slightly delayed 10.00pm flight to LHR.
I must say the two lounge dragons on duty were both friendly, helpful and very engaging, even when denying access to the chap in front of me!
Only problem in the lounge is the lack of charging points. Just two trailing socket banks of four which maybe a problem when it gets busy.
Is First dining worth going for here, or is the food generally better when on board?
Thanks
BM
I must say the two lounge dragons on duty were both friendly, helpful and very engaging, even when denying access to the chap in front of me!
Only problem in the lounge is the lack of charging points. Just two trailing socket banks of four which maybe a problem when it gets busy.
Is First dining worth going for here, or is the food generally better when on board?
Thanks
BM
Last edited by BarneyMcGrew; Jul 8, 2019 at 5:17 pm