Oneworld lounge access at KLIA
Dec 13, 2014, 12:36 am
#1
Original Poster
Join Date: Jul 2008
Location: Penang, Malaysia
Programs: OZ *G, HHonors Gold, Aclub Plat
Posts: 1,025
Oneworld lounge access at KLIA
I'm a AA EXP/Oneworld Emerald.
Despite having done this multiple times in the last couple of months, I was turned away at both the MH First class lounge and CX lounge at KLIA with a SIN-KUL-MYY flight. Agents at both lounges cited that since I was connecting to a domestic flight, I was only entitled to the MH domestic lounge.
I don't think there's anything explicit written about this. Trying to find a oneworld email/contact to seek clarification/escalation. Don't like agents making rules up...
Sigh..
Despite having done this multiple times in the last couple of months, I was turned away at both the MH First class lounge and CX lounge at KLIA with a SIN-KUL-MYY flight. Agents at both lounges cited that since I was connecting to a domestic flight, I was only entitled to the MH domestic lounge.
I don't think there's anything explicit written about this. Trying to find a oneworld email/contact to seek clarification/escalation. Don't like agents making rules up...
Sigh..
Dec 13, 2014, 1:04 am
#2
Join Date: Dec 2005
Location: Middle Earth, and often worse
Programs: BAEC Silver, A3 Gold
Posts: 2,217
I'm a AA EXP/Oneworld Emerald.
Despite having done this multiple times in the last couple of months, I was turned away at both the MH First class lounge and CX lounge at KLIA with a SIN-KUL-MYY flight. Agents at both lounges cited that since I was connecting to a domestic flight, I was only entitled to the MH domestic lounge.
I don't think there's anything explicit written about this. Trying to find a oneworld email/contact to seek clarification/escalation. Don't like agents making rules up...
Sigh..
Despite having done this multiple times in the last couple of months, I was turned away at both the MH First class lounge and CX lounge at KLIA with a SIN-KUL-MYY flight. Agents at both lounges cited that since I was connecting to a domestic flight, I was only entitled to the MH domestic lounge.
I don't think there's anything explicit written about this. Trying to find a oneworld email/contact to seek clarification/escalation. Don't like agents making rules up...
Sigh..
"If your oneworld® frequent flyer tier status is Emerald or Sapphire, or you are traveling in a First or Business Class cabin on any oneworld member airline, you can access more than 600 airport lounges throughout the world.
This means you can relax or catch up with work in comfort and style before departure, regardless of which oneworld member airline you choose to fly with.
To be eligible, you must be departing on a flight that is both marketed and operated by a oneworld member airline.
Some lounges may get busy at peak times, and access to them may be restricted as a result.
Lounges operated by third parties are identified in the lounge finder tool (above). Access to these lounges is restricted to eligible customers when travelling on specific oneworld airlines as shown in the lounge finder tool.
Arrivals lounges are excluded.
Spa and Pre-Flight Dining facilities are excluded.
British Airways Concorde lounges are excluded.
Other exceptions may apply (see below)."
In the (see below) area I found ..... exceptions for AA, QF, and TAM, but they obviously don't apply. Lounge dragons struck again
Dec 14, 2014, 5:01 pm
#3
Join Date: Mar 2009
Location: HKG
Programs: QF WP (OW Emerald)
Posts: 304
Since you were flying SIN-KUL-MYY, KUL-MYY is a domestic sector, you need to go through Malaysian immigration etc to take the flight.
When you were rejected from entering MH and CX lounges at KLIA, because you were trying to access the lounge as an arrival lounge after your SIN-KUL flight. Then you shall clear immigration to enter Malaysia at KUL. Based on your onward flight, which is KUL-MYY, a domestic flight, you should only be in the domestic terminal.
Because KUL, (and also SIN), international arrivals and departure passengers are not separated. Most ther airports such as BKK, HKG, NRT
have departing and arriving passengers on separate levels, so those cases would have no chance to go near the lounges.
When you were rejected from entering MH and CX lounges at KLIA, because you were trying to access the lounge as an arrival lounge after your SIN-KUL flight. Then you shall clear immigration to enter Malaysia at KUL. Based on your onward flight, which is KUL-MYY, a domestic flight, you should only be in the domestic terminal.
Because KUL, (and also SIN), international arrivals and departure passengers are not separated. Most ther airports such as BKK, HKG, NRT
have departing and arriving passengers on separate levels, so those cases would have no chance to go near the lounges.
Dec 14, 2014, 6:36 pm
#4
Original Poster
Join Date: Jul 2008
Location: Penang, Malaysia
Programs: OZ *G, HHonors Gold, Aclub Plat
Posts: 1,025
Since you were flying SIN-KUL-MYY, KUL-MYY is a domestic sector, you need to go through Malaysian immigration etc to take the flight.
When you were rejected from entering MH and CX lounges at KLIA, because you were trying to access the lounge as an arrival lounge after your SIN-KUL flight. Then you shall clear immigration to enter Malaysia at KUL. Based on your onward flight, which is KUL-MYY, a domestic flight, you should only be in the domestic terminal.
Because KUL, (and also SIN), international arrivals and departure passengers are not separated. Most ther airports such as BKK, HKG, NRT
have departing and arriving passengers on separate levels, so those cases would have no chance to go near the lounges.
When you were rejected from entering MH and CX lounges at KLIA, because you were trying to access the lounge as an arrival lounge after your SIN-KUL flight. Then you shall clear immigration to enter Malaysia at KUL. Based on your onward flight, which is KUL-MYY, a domestic flight, you should only be in the domestic terminal.
Because KUL, (and also SIN), international arrivals and departure passengers are not separated. Most ther airports such as BKK, HKG, NRT
have departing and arriving passengers on separate levels, so those cases would have no chance to go near the lounges.
Oneworld rules clearly state I have access to any oneworld First Class lounge as a Emerald except for a couple of exceptions - QR lounges, Concorde room, etc as long as I have a same day oneworld ticket.
Dec 16, 2014, 3:17 am
#5
Join Date: Aug 2011
Location: Hong Kong
Programs: CX (elite) and a few others (non-elite)
Posts: 687
I believe the lounge dragons were technically in the wrong, but convincing them that this is the case may be more challenging. I always carry a copy of the oneworld access rules with me and am prepared to argue the case if need be.
Having said that, when I went through KLIA a couple of weeks ago I visited all the international oneworld lounges, starting with the Golden Lounge first class section - which was very nice, BUT the most terrible selection of wine. Well, I say selection - they had one red (I don't drink red) and one white, whcih was a muscadet. For those unfamiliar with it, imagine the driest wine you can possibly find, and that's it. Why they didn't choose a middle-of-the-spectrum wine is beyond me. Anyway, it was so dry it was virtually undrinkable, so I tried the business class lounge next door, where the choice was... muscadet. I tried the regional lounge, where the choice was... muscadet. Eventually I went to the CX lounge where they had a very palatable selection!
Having said that, when I went through KLIA a couple of weeks ago I visited all the international oneworld lounges, starting with the Golden Lounge first class section - which was very nice, BUT the most terrible selection of wine. Well, I say selection - they had one red (I don't drink red) and one white, whcih was a muscadet. For those unfamiliar with it, imagine the driest wine you can possibly find, and that's it. Why they didn't choose a middle-of-the-spectrum wine is beyond me. Anyway, it was so dry it was virtually undrinkable, so I tried the business class lounge next door, where the choice was... muscadet. I tried the regional lounge, where the choice was... muscadet. Eventually I went to the CX lounge where they had a very palatable selection!
Dec 19, 2014, 8:02 am
#6
FlyerTalk Evangelist
Join Date: May 2000
Location: Little dot in Asia
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Posts: 25,932
Honestly why go through all the bother ... I don''t need to pull a DYKWIA.
The domestic lounge is really quite nice. And less bothersome with the train immigration and security check etc.
The domestic lounge is really quite nice. And less bothersome with the train immigration and security check etc.
Dec 29, 2014, 9:33 am
#7
Join Date: Apr 2009
Location: SEA
Programs: AA LT PLT; HH Diamond; AS 75K
Posts: 2,879
Jan 5, 2015, 11:15 am
#8
Original Poster
Join Date: Jul 2008
Location: Penang, Malaysia
Programs: OZ *G, HHonors Gold, Aclub Plat
Posts: 1,025
Reply after filing an online complaint does suggest that I was incorrectly denied entry (bolding mine):
Thank you for your feedback written in our website in relation to your experience of denied entry to our International Golden Lounge due to flying with domestic flight. We apologize for not addressing your concerns in a timely manner and appreciate your patience in allowing us the time to revert to you on your concerns raised.
We regret to learn your inconvenience experiences due to deny from enter our Golden Lounge facilities. We agree that it certainly caused unpleasant journey as you were not able to enjoy the facilities. Our check revealed that you were directed to Domestic Lounge by our staff. That is normal practice for our team to suggest passenger the closest lounge to their departure gate. This is to avoid misconnecting and service breakages. For instance, if passenger arriving from an international sector, connecting onto domestic flight, we would suggest passenger to proceed to domestic lounge due to Custom, Immigration and Quarantine (CIQ) requirement. However, we will never insist on this, and we normally advice passenger to leave the lounge before boarding time as stated on passenger boarding pass for CIQ clearance.
Mr. calvinoeh we truly thank you for taking time to write to us your observations and how we can further improve our services. We thank you for your feedback and we assure you that we will continue in our earnest endeavor to improve and give our customers the service they expected and deserved.
Your patronage support and satisfaction are important to us. Once again we are truly sorry that you did not have the right experience with us.
We hope we have other opportunities to serve you better in your future flights.
Your sincerely
For Malaysia Airlines,
Thank you for your feedback written in our website in relation to your experience of denied entry to our International Golden Lounge due to flying with domestic flight. We apologize for not addressing your concerns in a timely manner and appreciate your patience in allowing us the time to revert to you on your concerns raised.
We regret to learn your inconvenience experiences due to deny from enter our Golden Lounge facilities. We agree that it certainly caused unpleasant journey as you were not able to enjoy the facilities. Our check revealed that you were directed to Domestic Lounge by our staff. That is normal practice for our team to suggest passenger the closest lounge to their departure gate. This is to avoid misconnecting and service breakages. For instance, if passenger arriving from an international sector, connecting onto domestic flight, we would suggest passenger to proceed to domestic lounge due to Custom, Immigration and Quarantine (CIQ) requirement. However, we will never insist on this, and we normally advice passenger to leave the lounge before boarding time as stated on passenger boarding pass for CIQ clearance.
Mr. calvinoeh we truly thank you for taking time to write to us your observations and how we can further improve our services. We thank you for your feedback and we assure you that we will continue in our earnest endeavor to improve and give our customers the service they expected and deserved.
Your patronage support and satisfaction are important to us. Once again we are truly sorry that you did not have the right experience with us.
We hope we have other opportunities to serve you better in your future flights.
Your sincerely
For Malaysia Airlines,
Jan 5, 2015, 11:49 am
#9
Suspended
Join Date: Jul 2012
Location: Here
Programs: HHonors Diamond, AA EXP
Posts: 1,496
Not really..the seating pattern is ideal for LARGE groups and families- as pointed out above- no beer no alcohol,always a long Q for decent food and very sad coffee and tea machines. Its a very average lounge IMHO.
Jan 5, 2015, 4:29 pm
#10
Join Date: Jan 2006
Location: LAX/SYD
Programs: BA GGL/CCR, AA EXP, QFF WP, HH D, SPG G, Hertz PC
Posts: 245
We regret to learn your inconvenience experiences due to deny from enter our Golden Lounge facilities. We agree that it certainly caused unpleasant journey as you were not able to enjoy the facilities. Our check revealed that you were directed to Domestic Lounge by our staff. That is normal practice for our team to suggest passenger the closest lounge to their departure gate. This is to avoid misconnecting and service breakages. For instance, if passenger arriving from an international sector, connecting onto domestic flight, we would suggest passenger to proceed to domestic lounge due to Custom, Immigration and Quarantine (CIQ) requirement. However, we will never insist on this, and we normally advice passenger to leave the lounge before boarding time as stated on passenger boarding pass for CIQ clearance.
Jan 10, 2015, 8:20 am
#11
Formerly known as linzbh
Join Date: Dec 2013
Location: LON
Programs: BAEC GGL, Hilton Diamond, Bonvoy Titanium
Posts: 459
Was travelling LHR-ADL via KUL on MH and was directed to the Domestic Lounge as strangely the Adelaide flight was departing from the domestic terminal.
The MH domestic lounge is very nice and has shower facilities for those arriving from a longhaul. Albeit a little smaller.
The MH domestic lounge is very nice and has shower facilities for those arriving from a longhaul. Albeit a little smaller.
Jan 11, 2015, 8:16 pm
#12
Join Date: Jan 2005
Location: Sydney, Australia
Programs: QF Gold LTG (ow Saph), HHon Silver, Marriot Gold
Posts: 2,927
Was travelling LHR-ADL via KUL on MH and was directed to the Domestic Lounge as strangely the Adelaide flight was departing from the domestic terminal.
The MH domestic lounge is very nice and has shower facilities for those arriving from a longhaul. Albeit a little smaller.
The MH domestic lounge is very nice and has shower facilities for those arriving from a longhaul. Albeit a little smaller.
Jan 15, 2015, 4:32 am
#13
Formerly richh1833
Join Date: Mar 2012
Location: SYD
Programs: QF P1, BA GGL, AS GMVP
Posts: 480
Does this mean its going to be a pain to get access to the international lounge? I have multiple stopovers eg: SIN-KUL-BKK-KUL-HKG, ect. Considering that I'm never gonna leave airside is there any chance that they'll let me in the international lounge?
Jan 15, 2015, 5:58 am
#14
Join Date: Jun 2007
Programs: SQ AA TK
Posts: 1,438
Let me help with the lounges in KLIA.
In KLIA, there are 2 buildings.
Main Terminal Building:
This is where immigration, check-in and baggage claim is.
This is where domestic flights depart from
This is where regional flights, almost all flights operated by 737 depart from
The occasional wide-body long/medium haul flights depart here. I have seen flights to KIX, ICN, NRT, ADL, AMS, FRA depart from here before.
Mostly limited to Malaysian Airlines departures. Have seen Biman 77W here though.
Satellite Terminal Building:
This is linked by a train ride from the main terminal building
In the main terminal building there are 2 one world lounges:
MH Regional lounge
MH Domestic lounge (You can only access this from domestic departures, either from check-in straight to domestic departures, or if you are connecting, after you cleared immigration 1 floor below the main terminal building train station)
In the satellite terminal building, there are 2 one world lounges:
CX lounge
MH Satellite lounge
If you are travelling internationally, you will be advised by the lounge agent to use the lounge nearest your departure gate:
G/H gates = Regional Lounge
C gates = Satellite Lounge
Only the Satellite lounge has a first class section/platinum suite
Lounge hours:
The satellite lounge is open 24 hours.
The regional lounge is open from 5am to 12mn.
You need to be travelling internationally to access both lounges. So both are technically considered international lounges.
Difference in lounge quality:
There is no big difference between the satellite lounge and regional lounge other than the lounge physical size. I have found the food offerings to be exactly the same. I find the toilets/shower in the regional lounge nicer.
In KLIA, there are 2 buildings.
Main Terminal Building:
This is where immigration, check-in and baggage claim is.
This is where domestic flights depart from
This is where regional flights, almost all flights operated by 737 depart from
The occasional wide-body long/medium haul flights depart here. I have seen flights to KIX, ICN, NRT, ADL, AMS, FRA depart from here before.
Mostly limited to Malaysian Airlines departures. Have seen Biman 77W here though.
Satellite Terminal Building:
This is linked by a train ride from the main terminal building
In the main terminal building there are 2 one world lounges:
MH Regional lounge
MH Domestic lounge (You can only access this from domestic departures, either from check-in straight to domestic departures, or if you are connecting, after you cleared immigration 1 floor below the main terminal building train station)
In the satellite terminal building, there are 2 one world lounges:
CX lounge
MH Satellite lounge
If you are travelling internationally, you will be advised by the lounge agent to use the lounge nearest your departure gate:
G/H gates = Regional Lounge
C gates = Satellite Lounge
Only the Satellite lounge has a first class section/platinum suite
Lounge hours:
The satellite lounge is open 24 hours.
The regional lounge is open from 5am to 12mn.
You need to be travelling internationally to access both lounges. So both are technically considered international lounges.
Difference in lounge quality:
There is no big difference between the satellite lounge and regional lounge other than the lounge physical size. I have found the food offerings to be exactly the same. I find the toilets/shower in the regional lounge nicer.