Ashley T.
Yelp
Been a platinum card holder for years. Travel for work and pleasure all over. Just last week I was in 3 other lounges why traveling for a week. Unfortunately my recent experiences at some Centurion lounges have made it difficult justifying my membership.
In Atalanta there was a staff member that stated, Fox News must be kept on even if it's hard to see cause it's the real news.
Then today in Philly, I had a short window of time to stop in the lounge and grab some food and use the restroom. However an employee named Mike would not let me enter, stated he needed the seat number and when I purchased my ticket I did not select a specific seat.
He acknowledged a few things in our conversation, first I was an active Platinum card holder and as also on an additional business account. I was also in transit having flown in from another city, and finally I had the full price ticket receipt in email format with my full name, the flight number and date and time all matching my ticket. However the seat was not assigned. Lastly he agreed with me and acknowledged that the lounge was very slow, and knew I only had 30 mins tops.
But despite it all, he was unable able to use discretion and understanding to get me into the lounge. The next things he said then became more offensive, saying "I can let you have some water" and that there's are other places for food in the airport as if I was completely unaware of what is in any airport or as if it was my first time flying. He proceeded to explain that I could go have my ticket printed, but I needed to go to the gate to do so, the lounge is in terminal A and my gate was terminal F, is was far. He also acknowledged that mostly likely there would not be an agent at the gate yet either.
This was very unfortunate. I was completely understanding about needing to show I had a flight and felt that by showing him my full paid ticket he would understand. Felt like I was meeting him halfway and he was finding reason to not let me in, but why? It was extremely obvious I had a ticket. Even the guests behind me seemed confused at one point why I was getting so much resistance. There is such a thing as unconscious bias, and this felt like that.
I hate debating in front of other guests and was obviously getting no where with him cause his mind was made up.
You have $700 a year to have a place to quickly stop over on long journeys. This experience felt very unjustified on his part. I still am shocked even thinking about it, why? What was it about me? I was not rude, I never raised me voice. I was polite and respectful and acknowledged him and what he needed but still he said no to me. It just did not add up.
Having called Amex right away, I learned after this that you should always have for a manager. The representative on the phone said Mike absolutely could have used his discretion to allow me in and found it unreasonable why he would not. So my take again, call Amex while in front of a difficult greeter or ask to speak with a manager. Or get a Venture C card which I also have, they are starting to open tons of new lounges across the US. Best of luck to all the guests!