Questions and Answers

When I flew through LAX November 28 Auckland to Denver I was denied entrance to the United Club lounge because in early November they changed their rule (without notice) that I had be flying on United. I was flying American and Southwest. What was their rationale?

They are just crazy. That shows no customer satisfaction training was implemented. The agent could simply tell you “Gary, we changed the rule last month, but since you don’t know, I can let you in this time. Enjoy.” That will win back customer.

[QUOTE=”gary j, post: 68029, member: 6260″]When I flew through LAX November 28 Auckland to Denver I was denied entrance to the United Club lounge because in early November they changed their rule (without notice) that I had be flying on United. I was flying American and Southwest. What was their rationale?[/QUOTE]

The rationale? Following Delta. And perhaps American.

[URL]https://onemileatatime.com/new-united-club-access-restrictions-2019/[/URL]

When did you last use a club? This was announced over a year ago (because they were changing the terms for those who purchased club membership they had to wait a year to change the T&C’s).

[QUOTE=”Markjiosef, post: 68032, member: 6261″]They are just crazy. That shows no customer satisfaction training was implemented. The agent could simply tell you “Gary, we changed the rule last month, but since you don’t know, I can let you in this time. Enjoy.” That will win back customer.[/QUOTE]

I don’t disagree, entirely, but to play devils advocate – United announced the change in October or November 2018. At what point should they expect that the club members have been made aware?

United announced this change before American

[QUOTE=”OCTinPHL, post: 68036, member: 4556″]The rationale? Following Delta. And perhaps American.

[URL]https://onemileatatime.com/new-united-club-access-restrictions-2019/[/URL]

When did you last use a club? This was announced over a year ago (because they were changing the terms for those who purchased club membership they had to wait a year to change the T&C’s).[/QUOTE]
I used it over a year ago. They never provided notice to me as a Chase United Mileage Plus credit card holder that this was a change in terms. I actually read those notices when they come. I only receive two passes once a year in January.