Ewr...elite access??
Jul 18, 2009 | 9:36 pm
#1
Original Poster
Join Date: Mar 2004
Location: EWR, ORD, IAH, LGA
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Ewr...elite access??
Lately the airports have been empty but, on Thursday Newark was a zoo. The elite access line was not being enforced for security and I got close to missing my flight. It's one thing not having elite access at the customer care stations in EWR even though IAH has it and for most frequent flyers we probably retreat to the safety of the Presidents Club or our 800 number when things go wrong but, not enforcing the elite access security line is unacceptable as knowing that you can go through security quickly is one of the best perks elites have.
Jul 18, 2009 | 9:51 pm
#2
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I would imagine that is a TSA issue and not a CO issue, but I don't know for sure.
Jul 18, 2009 | 9:58 pm
#3
A FlyerTalk Posting Legend
Join Date: Apr 2001
Location: PSM
Posts: 69,232
It is actually a CO issue. CO employs the maroon coat people who pretend to control access to the various security lines. The TSA does not control anything line-related prior to where you present your ID to the smurf.
My last visit to EWR the non-elite line was significantly shorter so I just went there instead. No big deal.
My last visit to EWR the non-elite line was significantly shorter so I just went there instead. No big deal.
Jul 19, 2009 | 12:40 am
#4
Join Date: Oct 2008
Posts: 88
How about try another line? Or speak up to the folks who control the line. Explain to them you need to get in the "Elite" line.
Sounds like you are making a big deal out of nothing. Relax!
Sounds like you are making a big deal out of nothing. Relax!
Jul 19, 2009 | 1:42 am
#5
Join Date: Nov 2006
Location: Phoenix, AZ
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Tried that once. The little dude with the "Napoleon complex" was a total prick! (Y'all know who I'm talking about!)
Jul 19, 2009 | 4:32 am
#6
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Jul 19, 2009 | 7:23 am
#7
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Jul 19, 2009 | 8:59 am
#8
Original Poster
Join Date: Mar 2004
Location: EWR, ORD, IAH, LGA
Programs: UA GS, AA CK, DL PLT, HH DIA, MARRIOTT PLT, FAIRMONT LT PLT, HYATT DIA, SIXT PLT, AVIS PC
Posts: 506
^^
Jul 19, 2009 | 9:28 am
#9
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Jul 19, 2009 | 10:16 am
#10
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I tried asking one of them on Thursday why he was opening the divider to let 40+ people into the empty elite line, just a second before I got there - I said "you have one, single job. Put elite people in this line, and non-elites in that line. Why can't you do that?" He didn't have a clue what I was talking about.
Jul 19, 2009 | 4:23 pm
#11
Join Date: Mar 2006
Location: Montral
Posts: 1,323
+1.
I've raised this issues twice already on FT. It's absolutely ridiculous, and CO's never done anything about it.
I've raised this issues twice already on FT. It's absolutely ridiculous, and CO's never done anything about it.
Jul 19, 2009 | 4:38 pm
#12
Join Date: Nov 2006
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My biggest issue with him (and there have been several) is that he told me to use the non-elite line when I showed him that it clearly said "Elite Access" on my agent issued BP. He told me that pretty much what he says goes. I reminded him that he's not a TSO or Port Authority police and that he doesn't have any authority to tell me to do or not to do anything and if he's got a problem with me using the security lane that I'm entitled to use to go ahead and call the P.A. Police as I'm sure they would get a real kick telling him where to stick it!
Jul 19, 2009 | 4:39 pm
#13
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Join Date: Apr 2001
Location: PSM
Posts: 69,232
I sent a letter to the company CO contracts with for the "maroon jackets" and cuts that guy's paychecks. I never received a reply.
My biggest issue with him (and there have been several) is that he told me to use the non-elite line when I showed him that it clearly said "Elite Access" on my agent issued BP. He told me that pretty much what he says goes. I reminded him that he's not a TSO or Port Authority police and that he doesn't have any authority to tell me to do or not to do anything and if he's got a problem with me using the security lane that I'm entitled to use to go ahead and call the P.A. Police as I'm sure they would get a real kick telling him where to stick it!
My biggest issue with him (and there have been several) is that he told me to use the non-elite line when I showed him that it clearly said "Elite Access" on my agent issued BP. He told me that pretty much what he says goes. I reminded him that he's not a TSO or Port Authority police and that he doesn't have any authority to tell me to do or not to do anything and if he's got a problem with me using the security lane that I'm entitled to use to go ahead and call the P.A. Police as I'm sure they would get a real kick telling him where to stick it!
Jul 20, 2009 | 8:07 am
#14
Join Date: Jul 2009
Programs: UA 1k
Posts: 11
I go through EWR 30 to 40 times a year, only twice have I seen the agent sending back non elites. They were used to it as quite a few stated that they usually can go through.
He wasn't the usual red/brown jacket guy, he was just wearing a Continental shirt.
He wasn't the usual red/brown jacket guy, he was just wearing a Continental shirt.
Jul 20, 2009 | 9:21 am
#15
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I emailed CO over the weekend about this latest experience and got the following reply:
Let's see if it results in a positive change - I really think they could improve the results just by removing these people altogether, and leaving it to people's ability to read signs!
Dear Mr. xxxxx:
You are a valued Platinum Elite member of our OnePass program and we strive to meet your travel needs at all times. When we don't succeed we take it very seriously.
I would like to assure you that your concerns will not go unnoticed. I have registered them in an internal report that is shared with our senior management. Our management staff uses the information that we receive from our customer to improve upon the service we offer to each of our customers.
Mr. xxxxx, we appreciate your business and look forward to serving you soon.
Regards,
Diane Cummings
Customer Care Manager
You are a valued Platinum Elite member of our OnePass program and we strive to meet your travel needs at all times. When we don't succeed we take it very seriously.
I would like to assure you that your concerns will not go unnoticed. I have registered them in an internal report that is shared with our senior management. Our management staff uses the information that we receive from our customer to improve upon the service we offer to each of our customers.
Mr. xxxxx, we appreciate your business and look forward to serving you soon.
Regards,
Diane Cummings
Customer Care Manager