Swiss Denied *G Lounge Access in LAX
Aug 21, 2007, 1:53 pm
#1
Original Poster
Join Date: Mar 2003
Location: Stuttgart, Germany
Programs: UA 1P 1MM, IHG Plat, HH Silver, DB BahnComfort
Posts: 332
Swiss Denied *G Lounge Access in LAX
Hello Everyone,
When I checked in (V-class) for LX 41 at LAX on Sunday, Aug. 19, a senior agent refused to provide invitations for me and a guest (my wife) for the new Star Alliance lounge in the Tom Bradley Terminal at LAX. He said, "Since the new lounge was opened, it is Swiss policy to allow *Gold members to use the lounge, but no guests."
How strange, methinks! At least, the Star Alliance web site says something quite different....
However, the whole check-in process was very odd: The Business Class check-in agent was quite new, and had problems finding my reservation, problems dealing with the fact that I had used OLCI for the 1st segment, and problems printing the BP. She summoned a senior agent (or perhaps a supervisor?) to help. That agent looked at the booking, then let me know that he was upset with me because I had scored 30J/K (exit row) using OLCI. "We usuallly block those", he said, "but you were so fast that you beat us to it." He then issued the BPs. He also issued connectiong BPs for the ZRH-STR leg in the second-worst seats in the aircraft (7A/B in an RJ, no window, next to the engine exhaust--only the back row is worse), although the aircraft was half-empty. After that, he sent us to the wrong island for TSA baggage screening. And he also refused us lounge access with the argument above. Unfortunately, he was wearing no nametag, and I didn't think it intelligent to demand his name. (After all, seats can be reassigned...)
Given everything else, I wonder whether denying lounge access to guests is really Swiss policy -- or perhaps the invention of an irritated check-in agent?
Any ideas? I would be really interested in your comments. This was my first experience with Swiss, and I think it may be my last. I have had much better experience with UA and LH...
BTW, after clearing security I just went up to the new *G lounge with my wife, showed my BP and Gold card, and was allowed access.
When I checked in (V-class) for LX 41 at LAX on Sunday, Aug. 19, a senior agent refused to provide invitations for me and a guest (my wife) for the new Star Alliance lounge in the Tom Bradley Terminal at LAX. He said, "Since the new lounge was opened, it is Swiss policy to allow *Gold members to use the lounge, but no guests."
How strange, methinks! At least, the Star Alliance web site says something quite different....
However, the whole check-in process was very odd: The Business Class check-in agent was quite new, and had problems finding my reservation, problems dealing with the fact that I had used OLCI for the 1st segment, and problems printing the BP. She summoned a senior agent (or perhaps a supervisor?) to help. That agent looked at the booking, then let me know that he was upset with me because I had scored 30J/K (exit row) using OLCI. "We usuallly block those", he said, "but you were so fast that you beat us to it." He then issued the BPs. He also issued connectiong BPs for the ZRH-STR leg in the second-worst seats in the aircraft (7A/B in an RJ, no window, next to the engine exhaust--only the back row is worse), although the aircraft was half-empty. After that, he sent us to the wrong island for TSA baggage screening. And he also refused us lounge access with the argument above. Unfortunately, he was wearing no nametag, and I didn't think it intelligent to demand his name. (After all, seats can be reassigned...)
Given everything else, I wonder whether denying lounge access to guests is really Swiss policy -- or perhaps the invention of an irritated check-in agent?
Any ideas? I would be really interested in your comments. This was my first experience with Swiss, and I think it may be my last. I have had much better experience with UA and LH...
BTW, after clearing security I just went up to the new *G lounge with my wife, showed my BP and Gold card, and was allowed access.
Aug 21, 2007, 2:21 pm
#3
Join Date: Jun 2007
Location: Beautiful Switzerland
Programs: LH SEN
Posts: 509
Summary of your post: You flew the first time with Swiss, had a bad encounter with a Gate/Checkin dragon and then you decide never to fly again with Swiss. Wow.
If I read correctly the lounge let you in without problems and probably the flight was okay as well. Otherwise you would have continued your rant.
If I would avoid any airline where I have been treated rude or bad or not as expected I would have to drive or walk to my destinations. This should not be an excuse for bad treatment to paying customer, but don't exaggerate. Swiss has it faults as every other airline, but I still thinks it's one of the better.
Just my 0.02$
W
If I read correctly the lounge let you in without problems and probably the flight was okay as well. Otherwise you would have continued your rant.
If I would avoid any airline where I have been treated rude or bad or not as expected I would have to drive or walk to my destinations. This should not be an excuse for bad treatment to paying customer, but don't exaggerate. Swiss has it faults as every other airline, but I still thinks it's one of the better.
Just my 0.02$
W
Aug 21, 2007, 6:59 pm
#4
Join Date: Jan 2005
Location: LAX + Zug
Programs: M&M
Posts: 85
Summary of your post: You flew the first time with Swiss, had a bad encounter with a Gate/Checkin dragon and then you decide never to fly again with Swiss. Wow.
If I read correctly the lounge let you in without problems and probably the flight was okay as well. Otherwise you would have continued your rant.
If I would avoid any airline where I have been treated rude or bad or not as expected I would have to drive or walk to my destinations. This should not be an excuse for bad treatment to paying customer, but don't exaggerate. Swiss has it faults as every other airline, but I still thinks it's one of the better.
Just my 0.02$
W
If I read correctly the lounge let you in without problems and probably the flight was okay as well. Otherwise you would have continued your rant.
If I would avoid any airline where I have been treated rude or bad or not as expected I would have to drive or walk to my destinations. This should not be an excuse for bad treatment to paying customer, but don't exaggerate. Swiss has it faults as every other airline, but I still thinks it's one of the better.
Just my 0.02$
W
Train Lover
Aug 22, 2007, 6:16 am
#5
Join Date: Jul 2007
Posts: 28
Ditto.......
You had the best seats on the transatlantic!! Come on - what's about good and bad seats on a one hour connecting flight? At least you could sit together and if you're not 6'5'' don't complain about seats!
Aug 22, 2007, 8:53 am
#6
Join Date: Aug 2006
Location: BSL
Programs: LH/LX
Posts: 517
You really had two out of four of those best seats. Normally those seats can only be assigned in advance by SEN/HON. Therefore you were really lucky to get them in the little time frame between transfer of the flight to check-in and blocking of those seats by the local check-in agents.
Aug 22, 2007, 10:40 am
#7
Original Poster
Join Date: Mar 2003
Location: Stuttgart, Germany
Programs: UA 1P 1MM, IHG Plat, HH Silver, DB BahnComfort
Posts: 332
Hi Everybody,
OK, I take your point(s). I did indeed get the best seats on the long flight, and I am very happy about that. I was certainly mad at the ground staff, and honestly, I am really not arrogant. I don't know what I did to upset the man, other than to be the first at OLCI. And I have never had such a chain of events happen before. However, you're right in saying that one bad experience should not cause me to give up on Swiss forever. I wrote the original post while still pretty mad...probably better to sleep on it an extra night next time!
Thanks for your comments!
OK, I take your point(s). I did indeed get the best seats on the long flight, and I am very happy about that. I was certainly mad at the ground staff, and honestly, I am really not arrogant. I don't know what I did to upset the man, other than to be the first at OLCI. And I have never had such a chain of events happen before. However, you're right in saying that one bad experience should not cause me to give up on Swiss forever. I wrote the original post while still pretty mad...probably better to sleep on it an extra night next time!
Thanks for your comments!
Aug 22, 2007, 1:27 pm
#8
Join Date: Nov 2002
Location: ZRH / MUC / VIE
Programs: M&M basic / happy Wizzair+ user :-)
Posts: 6,490
Hi David,
although I have the reputation to be mostly pro-LX-minded (but this is a matter of principle, as every Swiss has to be
), I understand your disappointment.
-Bringing a guest into the lounge is an official feature for all *-Golds, especially when it is a *-Lounge. Period.
-Row 7 is indeed the worst one on the RJ100, and LX is aware about this. There is (or was - at least with Crossair many years ago...) even a remark about this in the check-in-system, as for rows with non-reclining seats. So I wonder why they assign this row to a *G. But even as a *G-member of LX's own FFP I got this row already assigned - and even better - the last row of an MD80 two weeks ago (OK, always managed to change).
The first impression always leaves a mark. And I guess that the negative points could be a reason for a little customer-feedback... (and for a few miles into your account?).
although I have the reputation to be mostly pro-LX-minded (but this is a matter of principle, as every Swiss has to be
), I understand your disappointment. -Bringing a guest into the lounge is an official feature for all *-Golds, especially when it is a *-Lounge. Period.
-Row 7 is indeed the worst one on the RJ100, and LX is aware about this. There is (or was - at least with Crossair many years ago...) even a remark about this in the check-in-system, as for rows with non-reclining seats. So I wonder why they assign this row to a *G. But even as a *G-member of LX's own FFP I got this row already assigned - and even better - the last row of an MD80 two weeks ago (OK, always managed to change).
The first impression always leaves a mark. And I guess that the negative points could be a reason for a little customer-feedback... (and for a few miles into your account?).
Aug 22, 2007, 2:28 pm
#9
Join Date: Mar 2006
Location: HAM, GVA
Programs: LH MM
Posts: 315
Ditto.......I travel every 6 months LAX-ZRH and the LX agents here are great. I suspect you must have done something to piss them off because they always seem to make the effort with me.....and I'm just a regular "blue" M&M. I have seen many pax get very arrogant, demand this and that....... let's just say it's "not the best way to get someone to do a favor for you". As said above, you still got in and I'm sure you had a good flight.
Train Lover
Train Lover
if there is really a remark in the system, you would have to assume this agent put you in that row intentionally. that would be quite a shocker, especially if your only "insult" was really beating the system unknowingly. that to me is the true point of argument. everything else: vouchers (you actually don't need them), the wrong TSA island and the "rude behavior" at check in is nothing really out of the ordinary. can happen anywhere, any airline if you get somebody not perfectly professional having a bad day.
Aug 23, 2007, 1:56 am
#10
Join Date: Aug 2006
Location: BSL
Programs: LH/LX
Posts: 517
I'm just wondering, if they could have canceled your nice seats during their seat blocking operation, just after you did OLCI? Probably yes, but I guess they were afraid of endless discussions
Aug 23, 2007, 7:02 am
#12
Join Date: Aug 2006
Location: BSL
Programs: LH/LX
Posts: 517
When I flew last time with their A343, I checked out the seat maps on expertflyer before making my bookings and it clearly showed 29 AB/JK as not existing and 30 AB/JK as blocked/premium only. Therefore, I was no more in doubt to what I had to reserve and the SEN hotline gave me the confirmation of my observation and it was a nice trip.
However, I have no idea concerning the A330.
Aug 23, 2007, 1:12 pm
#13
Original Poster
Join Date: Mar 2003
Location: Stuttgart, Germany
Programs: UA 1P 1MM, IHG Plat, HH Silver, DB BahnComfort
Posts: 332
Hi Lennart,
Thanks for the comment. I really didn't act aggressive in any way--my personality is really more like Clark Kent than Superman! And you're right: all of those things could be normal. I've often had things go wrong. It's just having all of them happening at once that got me upset!
Thanks for the comment. I really didn't act aggressive in any way--my personality is really more like Clark Kent than Superman! And you're right: all of those things could be normal. I've often had things go wrong. It's just having all of them happening at once that got me upset!
wow, what a comment. no comment from side, i'll just point it out.
if there is really a remark in the system, you would have to assume this agent put you in that row intentionally. that would be quite a shocker, especially if your only "insult" was really beating the system unknowingly. that to me is the true point of argument. everything else: vouchers (you actually don't need them), the wrong TSA island and the "rude behavior" at check in is nothing really out of the ordinary. can happen anywhere, any airline if you get somebody not perfectly professional having a bad day.
if there is really a remark in the system, you would have to assume this agent put you in that row intentionally. that would be quite a shocker, especially if your only "insult" was really beating the system unknowingly. that to me is the true point of argument. everything else: vouchers (you actually don't need them), the wrong TSA island and the "rude behavior" at check in is nothing really out of the ordinary. can happen anywhere, any airline if you get somebody not perfectly professional having a bad day.
Aug 23, 2007, 1:20 pm
#14
Original Poster
Join Date: Mar 2003
Location: Stuttgart, Germany
Programs: UA 1P 1MM, IHG Plat, HH Silver, DB BahnComfort
Posts: 332
Hi Roschi,
Thanks for the post. As others have said, I did actually get into the lounge, as things are supposed to be. It was the fact that a senior agent tried to convince me that it was not allowed that got me the most upset. I got the impression that each airline pays a per-guest fee to whoever operates the lounge for Star Alliance, because the lounge attendants very carefully write down the name and flight number of every guest -- and my suspicion was that this guy just wanted to save Swiss some money! But as the other posters have said, it is probably unfair to let a first impression weigh so heavily...
Thanks for the post. As others have said, I did actually get into the lounge, as things are supposed to be.
It was the fact that a senior agent tried to convince me that it was not allowed that got me the most upset. I got the impression that each airline pays a per-guest fee to whoever operates the lounge for Star Alliance, because the lounge attendants very carefully write down the name and flight number of every guest -- and my suspicion was that this guy just wanted to save Swiss some money! But as the other posters have said, it is probably unfair to let a first impression weigh so heavily...Hi David,
although I have the reputation to be mostly pro-LX-minded (but this is a matter of principle, as every Swiss has to be), I understand your disappointment.
-Bringing a guest into the lounge is an official feature for all *-Golds, especially when it is a *-Lounge. Period.
-Row 7 is indeed the worst one on the RJ100, and LX is aware about this. There is (or was - at least with Crossair many years ago...) even a remark about this in the check-in-system, as for rows with non-reclining seats. So I wonder why they assign this row to a *G. But even as a *G-member of LX's own FFP I got this row already assigned - and even better - the last row of an MD80 two weeks ago (OK, always managed to change).
The first impression always leaves a mark. And I guess that the negative points could be a reason for a little customer-feedback... (and for a few miles into your account?).
although I have the reputation to be mostly pro-LX-minded (but this is a matter of principle, as every Swiss has to be
), I understand your disappointment. -Bringing a guest into the lounge is an official feature for all *-Golds, especially when it is a *-Lounge. Period.
-Row 7 is indeed the worst one on the RJ100, and LX is aware about this. There is (or was - at least with Crossair many years ago...) even a remark about this in the check-in-system, as for rows with non-reclining seats. So I wonder why they assign this row to a *G. But even as a *G-member of LX's own FFP I got this row already assigned - and even better - the last row of an MD80 two weeks ago (OK, always managed to change).
The first impression always leaves a mark. And I guess that the negative points could be a reason for a little customer-feedback... (and for a few miles into your account?).