I remember the first time I had access to an airport lounge and could go through those doors that had been forbidden to me for so long. It must have been with one of my first business class award tickets. Checking in at the desk, I was welcomed to a magical place inhabited by important people. At the time, lounges seemed like exclusive oases, places only for “important people” who knew the hidden codes of travel. But now, after several years of lounge access, I’ve realized it’s not just about snacks and quiet corners.
Changing Perspectives on Lounges
Over time, lounges have become less of a novelty for me. Unless it’s a particularly impressive lounge like the Singapore SilverKris lounge, I won’t waste my time or money on access. I know this might make me sound a bit pretentious, but hey, it’s the truth 😉
That said, the real value of lounges often lies not in their amenities, but in the helpfulness of the staff. A little insider knowledge can save you a lot of trouble.
I was reminded of this during a flight from Orlando to New York (Newark) with my dad. We were on a late United flight, and of course, Dad got stopped by TSA for bringing a large tube of toothpaste. My dad obviously didn’t read our article For Newbies: Going Through X-Ray or TSA Pre✓® As Easily As Possible. After a brief delay, we made it to the United Club at Orlando Airport, where I had passes from my Chase United MileagePlus Explorer credit card.
My one-time use passes for entry to the United Club
While relaxing in the lounge, I noticed the delays to earlier Newark flights and asked the agents for any updates. They mentioned that high winds in Newark were causing delays, and they offered to move us to one of the delayed flights that was about to board. They rebooked us on the spot, got us in exit row seats, and printed new boarding passes—all without any extra charge.
What really stood out, though, was how the lounge agent felt bad for using my one-time passes and not being able to offer me more. I assured him that getting us on a flight that wasn’t two hours delayed was more than worth it, and the extra legroom was a bonus.
The Centurion Lounge: A Lifesaver in Las Vegas
Fast forward to my next memorable lounge experience in Las Vegas. After checking in for my flight, I headed to the Amex Centurion Lounge at McCarran. While waiting for my flight to start boarding, I began receiving delay notifications on my phone. With a connection in Charlotte, my flight home was suddenly uncertain. Luckily, I was able to comfortably book a replacement flight on another airline without leaving the lounge. In this case, the lounge provided a peaceful environment where I didn’t have to worry about finding a spot to sit and search for new flights. Instead, I had everything I needed in one convenient location, making the stressful task of figuring out a way home a lot more manageable.
Why Lounge Access is More Than Just Snacks
These experiences remind me that lounges are often more than just places for free snacks and drinks—they’re about the knowledge and support you can get from the staff. Whether it’s rebooking a flight or just helping you navigate a stressful airport day, lounge access can be a real game changer.
While credit card lounges might not always be able to rebook your flight, having a quiet place to make arrangements and take a breath during the chaos is a big plus. It can really make a stressful travel day a lot more manageable.
What’s your best airport lounge experience? Ever had a staff member go above and beyond like mine? Share your stories in the comments!
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7 comments
Indeed, one can get a lot more help in the lounges.
We always enjoy the use of the lounge, even if it is only for the food and drinks! LOL
This was the second time that staff at an United Club has saved our hides. The other time in Newark they got us seat assignments on a totally full flight. We had tickets but no seats when we checked in. The the flight was already released to the gate agents but the club staff went in and got us 4 exit row seats.
That’s priority for you. Sometimes we think the lounge agents relish in making these overriding changes! LOL
Ok. Long story short. We booked 4 last minute tickets to EWR for a family emergency using Air Canada miles. Flight was oversold coming home (why they released award tickets??). Lounge agents got us seat assignments. Winning for us to get home and worth the lounge access.
Fabulous! As long as the miracles keep a coming!
Favorite memory: Hong Kong lounge, my 8-year old and my wife found a quiet and little yoga room, complete with a tv and a yoga instructor’s video playing. They had a blast and I have the pictures to prove it.
United is getting rid of there in person customer service agents. They plan to replace that with virtual agents. As someone who has been a member of United club for 6 years and I’m in my younger 30s they will lose out on my business going forward if this is the path they are going to take. I love the customer service agents at United clubs and I know some of them personally because they have gotten me out of thick and thin all these years.