Amex Centurion/Plat access to LH/LX FCL/SEN lounges
Apr 1, 2019, 7:50 am
#151
Join Date: Aug 2014
Location: London | Sydney
Programs: LH HON, QF CL, SQ TPPS, AF Plat, VS Gold, VA Plat, EK Gold, HH Diamond, WoH Globalist, Marriott Plat
Posts: 1,528
It's easy to agree with you, but try being in their place when it's 10 to 1 invited guests versus uninvited guests who complain and threaten to call their bosses, etc., and hold up the queue for the invited guests. It's the same with all airlines. There's a reason we call them dragons. 
In any case, and this may be OT because I’m not talking about Amex card holders, but I think any first class lounge attendant (or frankly anyone working in a consumer facing role in any business) should be polite and courteous to any customer walking through the door, it just isn’t rocket science. In this case, they’re representing the Lufthansa brand, and shouldn’t want any customer to feel bad whether they’re entitled to access or not.
Apr 1, 2019, 9:10 am
#152
Join Date: Aug 2008
Location: Geneva
Programs: LX SEN, AFKL Platinum, BA Bronze,
Posts: 5,625
Apr 1, 2019, 9:12 am
#153
FlyerTalk Evangelist
Join Date: Feb 1999
Location: Seat 1A, Juice pretty much everywhere, Mucci des Coins Exotiques
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I don’t think these stats are especially scientific lol...
In any case, and this may be OT because I’m not talking about Amex card holders, but I think any first class lounge attendant (or frankly anyone working in a consumer facing role in any business) should be polite and courteous to any customer walking through the door, it just isn’t rocket science. In this case, they’re representing the Lufthansa brand, and shouldn’t want any customer to feel bad whether they’re entitled to access or not.
Apr 1, 2019, 10:05 am
#154
FlyerTalk Evangelist
Join Date: Nov 2006
Location: Stoke on Trent, UK (MAN ), BUE, BKK, DBV
Programs: LH HON***,UA,BA.EK Gold,AV.
Posts: 11,632
Very !
But I have shared the lift up to Satellite non schengen with pax who were sure they were entitled & the immigration officer didn’t correct them, so they had to surrender their passports & then have an unpleasant discussion with the lounge agents....
But I have shared the lift up to Satellite non schengen with pax who were sure they were entitled & the immigration officer didn’t correct them, so they had to surrender their passports & then have an unpleasant discussion with the lounge agents....
Apr 1, 2019, 10:10 am
#155
FlyerTalk Evangelist
Join Date: Nov 2006
Location: Stoke on Trent, UK (MAN ), BUE, BKK, DBV
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No, not scientific, but I've witnessed some awful behavior by people wanting access, upgrades, etc., at these lounges, hotels and even car rental agencies. Too many times I've been stuck waiting behind such people who are trying to get something they are not entitled to. I can't imagine working at the front desk at these places. I am sure I would not last long at the job.
Apr 1, 2019, 10:13 am
#156
FlyerTalk Evangelist
Join Date: Nov 2006
Location: Stoke on Trent, UK (MAN ), BUE, BKK, DBV
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Posts: 11,632
, but I think any first class lounge attendant (or frankly anyone working in a consumer facing role in any business) should be polite and courteous to any customer walking through the door, it just isn’t rocket science. In this case, they’re representing the Lufthansa brand, and shouldn’t want any customer to feel bad whether they’re entitled to access or not.
Apr 1, 2019, 10:13 am
#157
Join Date: Aug 2008
Location: Geneva
Programs: LX SEN, AFKL Platinum, BA Bronze,
Posts: 5,625
So have I & yes, it is unhelpful that the immigration officer doesn’t notice, but at least IME the discussion about access to the FCL is usually a lot shorter than to the C lounges where everyone with some plastic card thinks they are entitled to enter, it appears. Indeed, it keeps amazing me how many people try even at the FCL. Last week a Polish FTL in Y flying to KRK really thought he had access to the First Class lounge. LDs dealt with this in about 5 seconds, remained friendly all the time as they should, being customer facing after all.
Apr 1, 2019, 10:18 am
#158
Join Date: Feb 2013
Programs: LH M&M, BA EC, DL SM
Posts: 5,718
That's not really what I meant. One can, of course find it, but to get to the satellite FCL, you have to make a deliberate effort, walk down that hallway, take the elevator or walk up the stairs, ... as opposed to the entrance to the old FCL which thousands of people just pass by every day.
Apr 1, 2019, 10:23 am
#159
FlyerTalk Evangelist
Join Date: Nov 2006
Location: Stoke on Trent, UK (MAN ), BUE, BKK, DBV
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Posts: 11,632
So have I & yes, it is unhelpful that the immigration officer doesn’t notice, but at least IME the discussion about access to the FCL is usually a lot shorter than to the C lounges where everyone with some plastic card thinks they are entitled to enter, it appears. Indeed, it keeps amazing me how many people try even at the FCL. Last week a Polish FTL in Y flying to KRK really thought he had access to the First Class lounge. LDs dealt with this in about 5 seconds, remained friendly all the time as they should, being customer facing after all.
I do find it bizarre that the immigration officers at Satellite E don’t enquire if your entitled to access.... obviously it doesn’t arise in Main since the lounge Agents direct them
Apr 1, 2019, 10:26 am
#160
Join Date: Feb 2013
Programs: LH M&M, BA EC, DL SM
Posts: 5,718
I could write a book on the stories I have ‘ heard ‘ & witnessed on access to LH group FCL’s as I’m sure you could
I do find it bizarre that the immigration officers at Satellite E don’t enquire if your entitled to access.... obviously it doesn’t arise in Main since the lounge Agents direct them
I do find it bizarre that the immigration officers at Satellite E don’t enquire if your entitled to access.... obviously it doesn’t arise in Main since the lounge Agents direct them
Apr 1, 2019, 10:36 am
#161
FlyerTalk Evangelist
Join Date: Nov 2006
Location: Stoke on Trent, UK (MAN ), BUE, BKK, DBV
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That immigration officer ( they normally look bored silly ) could work in co operation with the FCL staff who are a meter away but separated by an automated glass door, to take someone’s passport, hold it & open the doors to the FCL only for an awkward conversation & after a reverse process, sorry but that’s barking mad where I come from
Apr 1, 2019, 10:47 am
#162
Join Date: Aug 2008
Location: Geneva
Programs: LX SEN, AFKL Platinum, BA Bronze,
Posts: 5,625
While not in the job description, a bit of enquiry about access might save some admin of having to delete entries in the big book of passports and having to retrieve the correct one some 30 seconds later. One would think that this would actually be in the officer’s interest.
Apr 1, 2019, 10:52 am
#163
Join Date: Aug 2008
Location: Geneva
Programs: LX SEN, AFKL Platinum, BA Bronze,
Posts: 5,625
That's not really what I meant. One can, of course find it, but to get to the satellite FCL, you have to make a deliberate effort, walk down that hallway, take the elevator or walk up the stairs, ... as opposed to the entrance to the old FCL which thousands of people just pass by every day.
Barriers don’t come clearer nor friendlier than those...
Apr 1, 2019, 2:22 pm
#164
Join Date: Feb 2013
Programs: LH M&M, BA EC, DL SM
Posts: 5,718
Whereas before, it was possible to wander through the corridors and staircases to stumble across the lounge, it now at least requires a much more conscious effort to mistakenly take the elevator up to the lounge, like mistakenly pushing the button and opening the door marked First Class Lounge to the main lounge
Barriers don’t come clearer nor friendlier than those...
Apr 1, 2019, 2:24 pm
#165
Join Date: Feb 2013
Programs: LH M&M, BA EC, DL SM
Posts: 5,718
While not in the job description, a bit of enquiry about access might save some admin of having to delete entries in the big book of passports and having to retrieve the correct one some 30 seconds later. One would think that this would actually be in the officer’s interest.