Arrived at IAH with plenty of time, checked in through the premium line as a Star Alliance Gold member, and found the lounge closed with only a QR code for help. The first agent mocked me by telling me to “ask Delta if they’ll let you in” and then cut me off. The second agent, Danielle, told me I had “no right” to ask about alternatives, called me "greedy", “entitled,” "just looking to get something for free" and was openly rude and unprofessional. She even claimed she had no manager when I asked to escalate.The closed lounge wasn’t the problem—the way I was treated was. No notice, no alternatives, just two agents who were dismissive and insulting. United needs to address how their customer-facing staff are speaking to people. Secondary issue: people are loyal to star alliance so they can use the lounges. If yours is closed, provide an alternative (or at least professionalism about it).
Claim your business profile now and gain access to all features and respond to customer reviews.
Airline tickets, airline reservations, flight airfare from United Airlines. Online reservations, airline ticket purchase, electronic tickets, flight search, fares and availability and more