Turned away at KLM Crown Lounge... new "enhancement"?
#1
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Turned away at KLM Crown Lounge... new "enhancement"?
Hi everyone,
I got a very warm welcome to Europe this morning when after flying in from the US, the KLM Crown Lounge dragon at Schiphol, Schengen side, told me my "combination" of Elite-Plus status (DL PM) and airline traveled (KL 3121, operated by OK 617 but booked on 074 stock) did not entitle me to lounge access.
I was very surprised by this and am wondering what's up. New DL program "enhancement" or incompetent lounge dragon? I'm leaning towards the latter: even if DL PM-OK flight-Crown Lounge weren't a match, which I'm not even sure about, this should have been a non-issue anyway as the flight was sold as a KL flight on KL stock. Or am I missing something?
Thanks for your input!
Delta Dude
I got a very warm welcome to Europe this morning when after flying in from the US, the KLM Crown Lounge dragon at Schiphol, Schengen side, told me my "combination" of Elite-Plus status (DL PM) and airline traveled (KL 3121, operated by OK 617 but booked on 074 stock) did not entitle me to lounge access.
I was very surprised by this and am wondering what's up. New DL program "enhancement" or incompetent lounge dragon? I'm leaning towards the latter: even if DL PM-OK flight-Crown Lounge weren't a match, which I'm not even sure about, this should have been a non-issue anyway as the flight was sold as a KL flight on KL stock. Or am I missing something?
Thanks for your input!
Delta Dude
#2
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Were you just arriving or stopover on connecting flight? The change to no access for arrival for Skyteam elite+ was a way back.
Otherwise you should have had access it seems as: https://www.skyteam.com/en/about/faq/lounge-access/
Otherwise you should have had access it seems as: https://www.skyteam.com/en/about/faq/lounge-access/
What determines my lounge access – my SkyTeam status or my ticket?
- All international First and Business Class passengers traveling on or connecting to/from a same-day international flight operated by a SkyTeam member airline have access to our exclusive lounge facilities. Simply present your same-day First or Business Class ticket for an international SkyTeam airline flight
- SkyTeam Elite Plus members, regardless of their travel class, are allowed access to a SkyTeam lounge at a particular airport if traveling on or connecting to/from a same-day international flight operated by a SkyTeam member airline. Simply present your same-day ticket for an international SkyTeam airline flight and a valid Elite Plus membership card
- In addition, SkyTeam Elite Plus members are allowed to invite a guest, who is also traveling on a flight operated by a SkyTeam member airline, to join them in the lounge. The guest does not necessarily need to travel on the same flight as the SkyTeam Elite Plus member
- Access to a lounge must be within a 24-hour window before the scheduled departure time of the flight at the airport in question
- Lounge access will be provided only at your departure airport and not on arrival, unless you are connecting to a domestic flight or other qualifying international flight.
#3
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Were you just arriving or stopover on connecting flight? The change to no access for arrival for Skyteam elite+ was a way back.
Otherwise you should have had access it seems as: https://www.skyteam.com/en/about/faq/lounge-access/
Otherwise you should have had access it seems as: https://www.skyteam.com/en/about/faq/lounge-access/
I was traveling to Amsterdam connecting on to fly to Prague on another SkyTeam airline which was sold as a KL flight and which was booked on KL ticket stock.
I wonder if this is worth complaining to KLM about.
#4
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If 5000 miles is worth your time (that's what they send to me when a KL lounge agent denied me access the 1st time, 4 days later and a 2nd time denied access they gave me a voucher of EUR200,-) you might contact them.
Better to quote their own website: https://www.klm.com/travel/nl_en/pre...ess_policy.htm
Better to quote their own website: https://www.klm.com/travel/nl_en/pre...ess_policy.htm
#6
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Was the lounge KLM lounge dragon disputing the fact that the OK flight qualified because OK wasn't a SkyTeam member? In fact, was there any explanation at all or did the dragon just say no? Could it just have been a reaction to the 3XXX code share flight number, perhaps assuming that this meant that the flight was operated by some partner that wasn't a SkyTeam member?
#7
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In getting agent didn't realize OK is ST. Ticket stock/marketing airline don't have anything to do with the rules. It's simple who you are flying. I'd point it out to ensure the agents are retrained.
#8
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It's very unfortunate that you were denied. Whether or not you were on KLM ticket stock doesn't even matter, AMS-PRG is a SkyTeam international flight and you are STE+.
I agree with FlyerCO about the reason and I would certainly pursue this with KLM.
Honestly I am not surprised, however. KLM is a very odd duck to me, since I always have phenomenal FAs and onboard service with them, but most of the time their ground staff are downright vile in AMS, certainly accounting for the worst airline customer experiences I've ever had. Maybe I've just had bad luck
I agree with FlyerCO about the reason and I would certainly pursue this with KLM.
Honestly I am not surprised, however. KLM is a very odd duck to me, since I always have phenomenal FAs and onboard service with them, but most of the time their ground staff are downright vile in AMS, certainly accounting for the worst airline customer experiences I've ever had. Maybe I've just had bad luck
#9
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IMO it's largely a matter of style. KLM staff seem to display the same efficiency and adherence to rules that one sees elsewhere in Amsterdam and throughout Holland. They're rarely incompetent and they're not rude, just a bit cold and officious rather than gushing friendliness.
#10
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IMO it's largely a matter of style. KLM staff seem to display the same efficiency and adherence to rules that one sees elsewhere in Amsterdam and throughout Holland. They're rarely incompetent and they're not rude, just a bit cold and officious rather than gushing friendliness.
#11
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Me too but then again I've also lived in Germany as well as elsewhere in Europe. In fact, I much prefer the Dutch style to the typical American super casual friendliness from people that I've never seen before and with whom I would never have other than a business relationship.
#12
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Me too but then again I've also lived in Germany as well as elsewhere in Europe. In fact, I much prefer the Dutch style to the typical American super casual friendliness from people that I've never seen before and with whom I would never have other than a business relationship.
The "friendly" stuff accomplishes nothing, and slows down the CS processing. Every person in line has to wait on the pointless exchanges.
#13
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Sorry I hadn't made myself clear! I arrived this morning on a Delta flight from Boston and the connecting Czech Airlines operated flight was on the same itinerary. <br /><br />The agent was looking something up in her computer (or was at least pretending to do so) talked to a colleague in Dutch, and then stated that the combination of a Czech Airlines flight and a Delta branded Elite+ card was not eligible for lounge access as Delta "would not reimburse them." My pointing out that Czech is indeed a SkyTeam airline and that they even have their logo by the door helped none. She then said something along the lines of having to have either a KLM or Czech card to be eligible for access for my particular itinerary. Very strange. <br /><br />I am fine with Dutch-style service as long as everythig works. When coupled with incompetence, however, it just feels rude :-) <br /><br />I sent KLM an email. I'll let you all know what they reply. <br /><br />