NZ*G refused entry to lounge
Aug 22, 2017, 12:32 pm
#1
Original Poster
Join Date: Aug 2010
Location: Wellington
Programs: Air NZ Gold Elite
Posts: 11
NZ*G refused entry to lounge
Flying SAS from Split Croatia to Barcelona via Stockholm I was refused entry to the crappy little box they call a lounge because supposedly SAS had not paid their fees for the year. I argued that it was a star alliance lounge and as a *G I had every right. She claimed that it was a contract lounge and as I was flying SAS and they had not paid their bill I didn't get access.
When I arrived in Stockholm I approached the desk in the lounge and was very well looked after by Annegrete who explained that SAS no longer paid up for the lounge there which seemed to accord with the advice from the lounge mistress. However on doing research on here it seems that:
a. It is listed on the Star Alliance website as a lounge.
b. Being *G I should have been given access.
I have tried to contact someone in SA to discuss this but it is probably easier to contact the Pope. Any feedback? Or any contacts in SA?
When I arrived in Stockholm I approached the desk in the lounge and was very well looked after by Annegrete who explained that SAS no longer paid up for the lounge there which seemed to accord with the advice from the lounge mistress. However on doing research on here it seems that:
a. It is listed on the Star Alliance website as a lounge.
b. Being *G I should have been given access.
I have tried to contact someone in SA to discuss this but it is probably easier to contact the Pope. Any feedback? Or any contacts in SA?
Aug 22, 2017, 2:27 pm
#2
Join Date: May 2005
Location: Dulles, VA
Programs: UA Life Gold, Marriott Life Titanium
Posts: 2,757
From SPU (small airport) on SAS, the SA site shows no lounges available. It's a contract lounge that only accepts Lufthansa and Croatia Airlines passengers.
There are only a few Star Alliance lounges around the world. There are many lounges run by the different member airlines. There are also contract lounges that some Star Alliance airlines have access to, but not all members. Many small airports have no lounge at all.
Star Alliance isn't a company, so there is no one to call. The SAS lounge people gave you the correct information.
There are only a few Star Alliance lounges around the world. There are many lounges run by the different member airlines. There are also contract lounges that some Star Alliance airlines have access to, but not all members. Many small airports have no lounge at all.
Star Alliance isn't a company, so there is no one to call. The SAS lounge people gave you the correct information.
Aug 22, 2017, 4:26 pm
#3
Original Poster
Join Date: Aug 2010
Location: Wellington
Programs: Air NZ Gold Elite
Posts: 11
From SPU (small airport) on SAS, the SA site shows no lounges available. It's a contract lounge that only accepts Lufthansa and Croatia Airlines passengers.
There are only a few Star Alliance lounges around the world. There are many lounges run by the different member airlines. There are also contract lounges that some Star Alliance airlines have access to, but not all members. Many small airports have no lounge at all.
Star Alliance isn't a company, so there is no one to call. The SAS lounge people gave you the correct information.
There are only a few Star Alliance lounges around the world. There are many lounges run by the different member airlines. There are also contract lounges that some Star Alliance airlines have access to, but not all members. Many small airports have no lounge at all.
Star Alliance isn't a company, so there is no one to call. The SAS lounge people gave you the correct information.
If you have Gold membership of Star Alliance and they claim the lounge in Split is one of them then surely you are entitled to use it.
Aug 22, 2017, 4:36 pm
#4
Join Date: Dec 2007
Location: POZ
Programs: LH*S (FTL), OZ*G, Accor gold, HH Diamond
Posts: 270
You can find more on:
Airport-managed lounges discontinued for SAS passengers.
It's better to avoid SAS operated flights originating from regional airports ;-)
Airport-managed lounges discontinued for SAS passengers.
It's better to avoid SAS operated flights originating from regional airports ;-)
Aug 22, 2017, 5:06 pm
#5
Join Date: May 2005
Location: Dulles, VA
Programs: UA Life Gold, Marriott Life Titanium
Posts: 2,757
Except that when you look up lounges in Split on the Star Alliance website it claims there are 2 in Split? So are you saying they are misrepresenting the situation?
If you have Gold membership of Star Alliance and they claim the lounge in Split is one of them then surely you are entitled to use it.
If you have Gold membership of Star Alliance and they claim the lounge in Split is one of them then surely you are entitled to use it.
This is very common with contract lounges. When you just put in "SPU" and no filters, two lounges do come up. Two contract lounges, clearly annotated as such.
Aug 23, 2017, 1:57 am
#7
Original Poster
Join Date: Aug 2010
Location: Wellington
Programs: Air NZ Gold Elite
Posts: 11
Jeffrey Goh is the CEO at Star Alliance HQ
From SPU (small airport) on SAS, the SA site shows no lounges available. It's a contract lounge that only accepts Lufthansa and Croatia Airlines passengers.
There are only a few Star Alliance lounges around the world. There are many lounges run by the different member airlines. There are also contract lounges that some Star Alliance airlines have access to, but not all members. Many small airports have no lounge at all.
Star Alliance isn't a company, so there is no one to call. The SAS lounge people gave you the correct information.
There are only a few Star Alliance lounges around the world. There are many lounges run by the different member airlines. There are also contract lounges that some Star Alliance airlines have access to, but not all members. Many small airports have no lounge at all.
Star Alliance isn't a company, so there is no one to call. The SAS lounge people gave you the correct information.
Aug 23, 2017, 2:42 am
#8
Original Poster
Join Date: Aug 2010
Location: Wellington
Programs: Air NZ Gold Elite
Posts: 11
Aug 23, 2017, 7:30 am
#9
Join Date: May 2005
Location: Dulles, VA
Programs: UA Life Gold, Marriott Life Titanium
Posts: 2,757
Aug 23, 2017, 7:47 am
#10
Join Date: May 2005
Location: Sydney, Australia
Programs: NZ*G ELT, VA-G
Posts: 3,595
To be fair, the lounge in Split is not operated by any member airline and is not a Star Gold designated lounge. It is up to the individual airlines to sign up contract lounges in these airports. You may have been spoiled by your home carrier NZ where they make sure any airport they serve you will get a lounge. Try flying UA in Mexico and South America, not having a contract lounge for *G is the norm. So I can see no rules being broken by SK.
The rule is simple. Look out for the Star Gold logo in front of the lounge entry.
The rule is simple. Look out for the Star Gold logo in front of the lounge entry.
Aug 23, 2017, 8:47 am
#11
Join Date: Oct 2012
Location: LCA/KUL/RGN
Programs: RJ Gold, AZ E+, Air Asia Platinum
Posts: 2,188
Technically, there is no entitlment to access third party lounges not operated by Star Alliance members (like in OP's situation). Most member airlines still offer it,but they are within their rights not to.
Aug 23, 2017, 12:30 pm
#12
Join Date: Jul 2013
Location: AMS/RTM
Posts: 2,827
Contract Lounges
As a Star Alliance Gold customer you have access to third party Contract Lounges contracted by the member airline on which you are travelling. Simply present your boarding pass for a flight departing from the local airport with a Star Alliance member airline flight that has a contract with that lounge. If your boarding pass does not carry the Star Alliance Gold indicator, you will need also to show a valid Star Alliance Gold card. You are entitled to a maximum of one guest, who must be travelling on the same airline as you are. Paid Lounge Membership Customers are not entitled to use contract lounges.
As a Star Alliance Gold customer you have access to third party Contract Lounges contracted by the member airline on which you are travelling. Simply present your boarding pass for a flight departing from the local airport with a Star Alliance member airline flight that has a contract with that lounge. If your boarding pass does not carry the Star Alliance Gold indicator, you will need also to show a valid Star Alliance Gold card. You are entitled to a maximum of one guest, who must be travelling on the same airline as you are. Paid Lounge Membership Customers are not entitled to use contract lounges.
Aug 24, 2017, 3:05 am
#13
Join Date: Jan 2017
Location: CGN/FRA/MUC
Programs: LH SEN; CZ GOLD; CC Concierge; SPG PLAT
Posts: 24
*A Lounge Access Policy is (now) crystal clear about contract lounges (emphasis mine):
SK didn't contract the lounge, you get no access.
SK didn't contract the lounge, you get no access.
Aug 26, 2017, 8:23 pm
#14
Join Date: Jan 2014
Location: SFO
Programs: OZ Diamond/*G, IHG Diamond Amb, Hilton Gold
Posts: 2,239
Agree. Normally when you check-in at the counter, the lady will let you know whether you will get the lounge access (especially for the third-party). E.g., I (LH SEN) was flying from KUL to SZX which operated by ZH (* A), the lady wrote the lounge name (the one from MH but not the *A lounges such as SilverKris or Royal Orchid) on my boarding pass and asked me to go there...
Aug 27, 2017, 12:12 am
#15
Join Date: Jul 2013
Location: MRY - CNX - TXL
Programs: UA 1K / *G / Marriott PE / Expedia Gold+ / Hertz PC
Posts: 7,058
The gruff lady at SPU still had to manually enter the details of 3 of us (I was traveling alone but the guy ahead of me was United Gold with a guest) and it was done with a fair amount of huffing & puffing. Can confirm it was the same when another FT'er used the lounge.
Nothing on it indicates that it is for all *A.
Nothing on it indicates that it is for all *A.