Lounge problems/complaints..what to do
 

Not sure if this is the right forum to ask this..Moderator please move if necessary.


This happened to me on a recent TG flight and I want to hear your advice what I should do: complain or let it be.

I was flying TG from MEL to MAD in paid F with a domestic connection in Spain using a non-*A carrier (no other choice there avaliable).
On the last leg of the flight I asked the pursor if it would be possible to arrange lounge access on arrival in MAD for my 5 hour transit before the connecting IB flight. (Note: my IB was econ only and I have no status with OIB or OW). The pursor was very helpful and on landing told the TG ground staff about my request. The TG manager at MAD was very nice and made a call to the Spanair lounge arraging for me to have access and told the lounge agent my name etc. I was then given directions an proceeded to the lounge.
So far so good....no the trouble starts:
I arrive at the lounge...young matron wants to see boarding pass and status card. I explain the sitation tell her who I am and that the TG rep called and made arrangements for me to use the lounge. Reply from matron "Sorry, noone from TG called...you can only enter the lounge with a boarding pass for a same day flight". Well true but I was promised so I asked the matron to call TG and confirm my request. She replied "Sorry I have no phone here". Ok I am not stupid..I can see a phone right on the desk beside her. I tell her "There is a phone right there" reply "its not working". Fair enouth...seconds later the phone rings and she answers! Great..."since the phobe seems to be working could you please call TG and check". Reply "Sorry I have no phone number for TG and no phone book". Still I am not stupid..I can see a brown book labeld "Internal phone directory" or something like that on the shelf beside her. I point that out to her and she reluctantly gets it and finds TG and actually calls them. "Sorry Sir, no one is there TG does not have a flight today so noone is there". Even better! "I just arrived on TG and the flight is due back to BKK in one hour." At this point I am getting rather annoyed at being constantly lied at. My pateince wears thin and I ask her for her name so that I can write a complaint letter. Her reply "Sorry Sir I cannot tell you that". Unfortunately, she wasn't wearing a name tag nor did I see anything with a name lying around. In any case I left rather angry and tried my luck at the IB lounge in the other terminal. To my great surprise the very freindly matron there let me in to the IB lounge!

So anyway...I know I was not entiteled to use the Spanair lounge at that point but a staff member so obvioysly lying to a customer is simply not acceptable. Should I complain about this or just let it rest??

Any thoughts ideas???

You could take one of two views (and I have taken both, on different occasions):

"Life is too short. I'm not planning to be at that airport again in the near future, why waste my time complaining"

"This person is likely to do the same to others. Something needs to be done about her. If I complain I'll be doing other people a favour"

Both are valid points!

The woman is a pathological liar. It's one thing to deal with weather delays, mechanical problems, and genuine "things that happen" on flights. Sometimes you just have to deal with it. But someone with a rotten attitude like that shouldn't be working at the desk of a lounge which, by definition, caters to loyal customers. I've heard wonderful things about lounge employees going above and beyond to get people on flights and help them with schedule changes. She sounds like she'd be useless in a case like that.

I'd write a letter to the airline.

OK, FWIW, here's what my husband thinks:

If you'd taken the equivalent of about $10 or $20 out of your wallet, folded it discreetly, handed it to her and said, "here's the number you need to call" she would have let you in!