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An Air Canada Maple Leaf Lounge agent at Los Angeles International Airport (LAX) shows exactly what poor customer service is all about. In the video below, she repeatedly curses at a customer while denying them lounge access to which they are entitled based on Air Canada being a member of Star Alliance.
The passenger says that they have the American Express® Aeroplan® Reserve Card. One of the benefits of this card is access to Air Canada Maple Leaf Lounges. Here are the terms from American Express:
A Basic Cardmember and eligible Supplementary Cardmember(s) are each entitled to complimentary access to any Air Canada Café and any Maple Leaf Lounge located in Canada and the United States, including Maple Leaf Lounges in international terminals in Canada and the United States when traveling on an international itinerary.”
The passenger does not say if he is traveling on an international itinerary, which would be the caveat to not allow him entry to the lounge, but regardless of whether he was entitled to enter or not the agent’s language is atrocious. I don’t ever think I have seen a front-line employee drop more f-bombs than the agent identified as “Patricia.”
This incident occurred in August and it looks like the Air Canada Maple Leaf Lounge is now closed at Los Angeles International Airport (LAX) for renovations.
Anthony’s Take: Lounge access rules can be confusing. If this passenger was flying internationally on a Star Alliance carrier than he should have been allowed access. If not, he should have been told that he did not have the right without being cursed at by the agent. Her behavior is terrible and even though I bet the customer was rude to her, she should have maintained a professional manner.
(Image Credits: @john.doe3198 via Instagram and Air Canada.)
(H/T: View from the Wing.)
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7 comments
You don’t need to be on an international itinerary…
The credit card terms say you do. I know you don’t if you’re Star Alliance Gold through another airline.
This occurred 4 weeks ago. Air Canada already wrote the dude back and told him he should not have been denied entry. The author of the article could have don’t a little bit of journalistic work and contacted the guy through Instagram as well as Air Canada for comment. But instead we have an article about it that makes it seem like it just happened.
🥹😅 wow
I would imagine a person that goes on a campaign to have a woman fired over this is petty and lacks manners himself. Also he hides his identity while exposing hers to the world on the internet, pretty low.
Si low from this passe her to post this vidéo
Patricia definitely needs an attitude adjustment, eh?