The skywards member from Hell
#16
FlyerTalk Evangelist


Join Date: Mar 2013
Location: Parts Unknown
Posts: 11,321
#17
Suspended
Join Date: Jun 2005
Location: London, UK
Programs: Etihad Gold, Emirates Gold, SPG Gold, Accor Platinum
Posts: 579
At least he's a plat! Ha
While waiting for partner at EY F lounge entrance in AUH past the desk downstairs, a middle aged lady stood for about like 5 minutes negotiating entry.
- I usually travel in F and J, but I was unfortunate got booked in economy.
- I have been Plat/Gold with you for a number of years but now I got downgraded to Silver unfortunately.
- My gate is in T3 and it's a long walk for someone my age if I was to go to the lounge in T1.
- I asked a colleague of yours onboard and she told me I could use the F lounge if I explained my situation.
- Can't you make an exception in my case considering the circumstances?
The queue behind her stretched 8 or 9 passengers.
The lounge dragon kept a professional demeanour, courteous at all times, pointing out among many things that it is only a 3-4 minute walk from the lounge in T1 to the gate, and lastly that it is possible to purchase access to the F lounge (something that EY does not publish) for $200US only valid for 2 hours with no free spa and salon treatments.
The lady responded:
- Oh no I would rather not. I was hoping an exception could be given. I will just have to walk to the lounge in T1 I suppose but you guys should have provisions for your premium passengers in situations like this.
While waiting for partner at EY F lounge entrance in AUH past the desk downstairs, a middle aged lady stood for about like 5 minutes negotiating entry.
- I usually travel in F and J, but I was unfortunate got booked in economy.
- I have been Plat/Gold with you for a number of years but now I got downgraded to Silver unfortunately.
- My gate is in T3 and it's a long walk for someone my age if I was to go to the lounge in T1.
- I asked a colleague of yours onboard and she told me I could use the F lounge if I explained my situation.
- Can't you make an exception in my case considering the circumstances?
The queue behind her stretched 8 or 9 passengers.
The lounge dragon kept a professional demeanour, courteous at all times, pointing out among many things that it is only a 3-4 minute walk from the lounge in T1 to the gate, and lastly that it is possible to purchase access to the F lounge (something that EY does not publish) for $200US only valid for 2 hours with no free spa and salon treatments.
The lady responded:
- Oh no I would rather not. I was hoping an exception could be given. I will just have to walk to the lounge in T1 I suppose but you guys should have provisions for your premium passengers in situations like this.
There's nothing wrong with trying to get a better level of service, particularly if for any reason you didn't travel so much in the last year but do plan to take your loyalty back to an airline with upcoming travel.
She sounds like she was polite enough in her approach. I don't get why you were eavesdropping...
#18




Join Date: Nov 2013
Posts: 5,482
Sometimes you cannot help but overhear - the complainer in question is generally quite loud about it, in my experience at many outstation lounge desks.
It happens all the time though - standard procedure for people to ask for exemptions: all sorts of excuses are deployed.
Parts of the business operation giving out exceptions usually engenders a feeling of entitlement in the recipient, viz. the number of people who get angry when denied according to procedure saying "but the lounge at xxxx let me in" or "xxxxx said I could" - or at least, those who do feel entitled cause a disproportionate amount of resources in dealing with them!
It happens all the time though - standard procedure for people to ask for exemptions: all sorts of excuses are deployed.
Parts of the business operation giving out exceptions usually engenders a feeling of entitlement in the recipient, viz. the number of people who get angry when denied according to procedure saying "but the lounge at xxxx let me in" or "xxxxx said I could" - or at least, those who do feel entitled cause a disproportionate amount of resources in dealing with them!
#19


Join Date: Aug 2012
Location: MAN DXB ✈️
Programs: Skywards Gold
Posts: 6,931
I think people on our flight on Monday wondered who we were! So I guess do you know who he is?!
Purser runs up and loudly says "welcome back mr M3red, I'm very sorry to say but we do not have your favourite wine the amuse Bouche (red wine) on this flight but we have x and y let me know what you wanted decanting and we'll get right to it, would you like some Dom Perignon in the mean time"
Purser runs up and loudly says "welcome back mr M3red, I'm very sorry to say but we do not have your favourite wine the amuse Bouche (red wine) on this flight but we have x and y let me know what you wanted decanting and we'll get right to it, would you like some Dom Perignon in the mean time"
#20

Join Date: Nov 2007
Location: KYE
Posts: 4,153
Nothing really wrong with this, and definitely not hillarious like the OPs story.
There's nothing wrong with trying to get a better level of service, particularly if for any reason you didn't travel so much in the last year but do plan to take your loyalty back to an airline with upcoming travel.
She sounds like she was polite enough in her approach. I don't get why you were eavesdropping...
There's nothing wrong with trying to get a better level of service, particularly if for any reason you didn't travel so much in the last year but do plan to take your loyalty back to an airline with upcoming travel.
She sounds like she was polite enough in her approach. I don't get why you were eavesdropping...
The DYKWIA attitude became obvious when the queue stetched outside the hallway but she kept going at the receptionist, with all these weird excuses of which I recounted what got stuck.
She clearly knew the rules. Instead of stopping this scene at the second no, she was more than trying her luck without any regard to other passengers.
#21
FlyerTalk Evangelist


Join Date: Mar 2013
Location: Parts Unknown
Posts: 11,321
I think people on our flight on Monday wondered who we were! So I guess do you know who he is?!
Purser runs up and loudly says "welcome back mr M3red, I'm very sorry to say but we do not have your favourite wine the amuse Bouche (red wine) on this flight but we have x and y let me know what you wanted decanting and we'll get right to it, would you like some Dom Perignon in the mean time"

Purser runs up and loudly says "welcome back mr M3red, I'm very sorry to say but we do not have your favourite wine the amuse Bouche (red wine) on this flight but we have x and y let me know what you wanted decanting and we'll get right to it, would you like some Dom Perignon in the mean time"

#22
Suspended
Join Date: Jun 2005
Location: London, UK
Programs: Etihad Gold, Emirates Gold, SPG Gold, Accor Platinum
Posts: 579
No one could not but hear the whole thing unfold. I was standing no more than 2 meters away from the receptionist desk.
The DYKWIA attitude became obvious when the queue stetched outside the hallway but she kept going at the receptionist, with all these weird excuses of which I recounted what got stuck.
She clearly knew the rules. Instead of stopping this scene at the second no, she was more than trying her luck without any regard to other passengers.
The DYKWIA attitude became obvious when the queue stetched outside the hallway but she kept going at the receptionist, with all these weird excuses of which I recounted what got stuck.
She clearly knew the rules. Instead of stopping this scene at the second no, she was more than trying her luck without any regard to other passengers.
Still, it is the lounge attendants job to manage the queue. If the queue was tailing back, she should have asked the lady in question to wait aside, and perhaps mention that she is checking on her request with a senior (even if she isn't really checking, this would neutralise the situation and allow the attendant to continue with her role of admitting guests). Unless the lady in question was rude, it isn't really her job to manage the attendants queue for her.
Its all well and good that she wasn't following the rules, but what exactly are the rules with Etihad, lets put that into perspective. Bait and switch and only recently have they learnt to inform customers.
Case in point, EY Guest Silver members used to be able to use Business class lounges, then they took that privilege away; all well and good but don't give it in the first place then.
EY Guest Gold members used to be able to use the normal EY business class lounge in AUH, then they said they can only use the Al Reem lounge (which admittedly is not bad) and then they come back two days ago and say EY Guest Gold members can use the normal EY business class lounge in AUH again.
EY used to give spa treatments to all J & F passengers, 15mins for J, 30 for F, then they said only 15mins for F. You could always do a shave in addition to the spa treatment whether J or F, then they said no shaves to be comped in J whatsoever, then they said F passengers can now only have a shave or spa comped; not both. Then to ice it off they closed the spa in LHR, and I'm sure more to come.
Chauffer for all, then no chauffeur for saver, then no chauffeur at all except in UAE. EVEN IN F!
Oh and, flying AZ out from LHR one could use the EY LHR lounge as a gold member, then AZ started not doing so well financially. EY said no access to EY Guests own members at all when flying AZ (still an Etihad Airline Partner). There was ZERO public announcement of this change also.
If Etihad can chop and change like this without even informing the customer, what is the customer to think.
Once at check in I asked the attendant if there was any chance of an Op-Up from J-F (AUH-LHR), without so much as a blink he said sure and handed me a new boarding pass in F. No argument, no having to plead, he just did it, so at least their attitude works both ways.
To be fair, your story might be funny on a European/US carrier, where the FF benefits are consistent, but based on how inconsistent EY is, in good and bad ways, you can expect customers to behave like this too.
#24
Suspended
Join Date: Jun 2005
Location: London, UK
Programs: Etihad Gold, Emirates Gold, SPG Gold, Accor Platinum
Posts: 579
#25
Ambassador: Emirates Airlines
Join Date: Sep 2004
Location: Manchester, UK
Posts: 19,801
#26
Suspended
Join Date: Jun 2005
Location: London, UK
Programs: Etihad Gold, Emirates Gold, SPG Gold, Accor Platinum
Posts: 579
We can drop EY now if you wish... I think up to this point it was relevant. Let's compare to EK, EK is quite consistent with its policies and training, so I'd say Edy4Eva's situation would be a bit funnier on EK, but on EY, as I said I was not there, but I'd probably be sympathetic to the lady he is mentioning, and as for the OP's story, that was just too funny and not quite on the same level as this story.
#27
FlyerTalk Evangelist


Join Date: Feb 2002
Location: Montreux CH
Programs: FB Platinum, M&M FTL, BA Blue
Posts: 12,656
I once had a high card holder (I think it was probably platinum) in front of me and he had that section of the Economy row to himself. Later on, when I made a comment to the person next to me about how decent the catering happened to be (always expect the worst in Economy), he chimed in from the row in front and we got talking. Turned out to be the nicest of chaps.and I got a few frequent flyer tips from him!

