One of the famous scenes in National Lampoon’s Christmas Vacation shows Clark Griswold (played by Chevy Chase) being gifted a membership to “The Jelly of the Month Club” by his boss when he was expecting a yearly cash bonus instead. Clark tells his boss it’s wrong not to tell employees that policies had changed when they came to expect the annual cash bonus and budgeted around it.
There’s a good point about how companies convey policy changes, so people don’t get caught off guard. And here’s why that has everything to do with today’s post.
Airport lounges in Hawaii – did you know this?
We were recently denied entry at the Hawaiian Airlines Premier Club lounge in Honolulu when we stepped in to use the restroom on arrival. We were told, “departures only.” According to the agent, that was always the policy, but they are now enforcing it after allowing arriving passengers entrance for some time.
The problem is how this was handled. As members, we were never told, so this left a not-so-good feeling. Furthermore, the way the lounge agent conveyed it implied it was our problem and that we had been notified. We hadn’t. And it wasn’t even polite.
After some back and forth about our issue with Hawaiian Airlines, we thought the matter was done, that perhaps others hadn’t had the same experience, and we didn’t intend to write about it. That was until this came across our desks yesterday.
Another frequent flier, Art, had the same thing happen and started writing about it on Facebook.
We reached out to Art for his comment, and here’s what he said:
“I’ve been a Hawaiian Premier/Gold Club member for many years. Recently I was reprimanded when I entered the Honolulu lounge just to use the restroom upon arrival after a delay. I’ve done this before but was told that this is the new policy. I was not aware of this “new policy” but insisted that I merely needed the restroom. I used the restroom regardless. As I exited, the same attendant insisted I show her my boarding pass, which I did. She proceeded to reprimand me again. I did not appreciate that approach and left abruptly and upset as to how this situation was handled. If this is a “new policy,” as the attendant claimed, then why was there NO advance notice to the members? I would not feel this way if the attendant was more pleasant and understanding.” (Art – last name withheld for privacy).
We’ll share with you what we’ve learned to help you avoid similar issues.
There are many ways to qualify for entrance to an airline lounge, and, as we just learned, it’s best to check ahead of time if you’re unsure. Usually, it’s based on your frequent flier status, sometimes it can be paid for, some credit cards offer entrance, and other times a first-class ticket will (but not always if you upgraded to first or used miles).
And now we’ve also learned that it can depend on whether you are arriving at HNL or departing HNL. Here’s the policy for domestic airlines that fly to Hawaii.
Lastly, there are rules, and then there are enforced rules. They aren’t always the same thing.
As it stands now, only Hawaiian and Delta lounges are for departing passengers only (sort of).
Hawaiian Airlines Premier Club rules. Outbound passengers only, which is now stated on their website. Hawaiian has one lounge reserved for its first class/business mainland and international passengers called Plumeria and another called Premier. No outside food is allowed, although that rule clearly isn’t enforced like the no arriving passengers rule.
Hawaiian Air Premier Club includes Zone 2 priority boarding and two free checked bags (which you can also get via their branded credit card). You can also qualify for Premier Club by purchasing a yearly membership.
Alaska Airlines Lounge rules. Valid for departure, arrival, and connecting passengers. We’ve included them because they are a big player in Hawaii travel, even though they do not have a lounge at HNL. Nothing was stated about bringing in your own food or beverages.
Admirals Club/American Airlines Lounge rules. Valid for both departure and arrival airports. Nothing was stated about bringing in your food or beverages.
Delta Sky Lounge rules. Departure access only. “Beginning June 1, 2022, entry is permitted 3 hours before your departure time (excluding delays or layovers).”
Since posting this, we’ve been told this is no longer the case and that arriving passengers do have lounge access
United Club Lounge rules. Valid for both departure and arrival airports. “Food and alcoholic beverages may not be brought into Lounge locations.” It sounds like bringing in your Starbucks, however, is still A-okay.
Southwest Airlines – no airport lounges.
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Paid $50 to enter American Airlines lounge just to use the bathroom at PHX. It was an emergency if you know what I mean! The attendant slowly processed my card. Seems each concourse had a bathroom closed for renovation. Have you seen the long lines, men and women’s at PHX.
I have lived 33 years on the Big Island and traveled back-and-forth to the mainland frequently every year. I have found that the customer service in Hawaii is very lacking. I don’t know if it’s because of training or because they just feel entitled because they live in Hawaii However I have found extremely rude people when asking them to just do their job. They act as if you are asking for more than what they are just being paid for. Maybe it’s because jobs are plentiful and they know if they lose that 1 they can just go on to the next one at the same or maybe a better pay rate. I own 2 businesses in Hawaii and if my Employees treated customers the way I have been treated they would have been fired.
We’ve had multiple rude experiences with staff at the Hawaiian Airlines lounges. They make a point of making you a second class citizen if you’re there under your Amex or a Priority Pass.
Fortunately their lounges are some of the smallest and stingiest in the country, so you’re not missing much if they don’t let you in.
A co-worker and I were recently also denied access to the Hawaiian Airlines lounge as we arrived in HNL from Kona. As you may already know, HNL is going through renovations and restrooms are few and far between. Instead of walking to the end of the terminal where the nearest open restroom was we figured we would duck in the lounge, use the restroom and leave.
The woman at the counter was explaining that the lounge is for departing passengers only. We, as well as others were trying to explain that the nearest restroom was a significant walk away.
BTW, the policy is noted on the boarding passes as well.
It sounds like they informed you of the policy when you tried to get in. If all you needed was a bathroom, why didn’t you just use the one in the terminal?
Some foreign carriers have their own exclusive lounges
Korean Air is located at garden level of E concourse. Only business or first class are allowed to enter or by invitation per station manager’s discretion
However, due to limited capacity, not always opened to all passengers even if you are frequent flyer
Asiana on the other hand uses United Airlines lounge or ANA lounge is aircraft is parked at C gates
West Jet has no lounge but may use Delta Lounge
Japan Airlines has exclusive use of Sakura lounge before Covid
Both the “for departing passengers only” and “no outside food” rules have been in place at the Hawaiian HNL Premier Club Lounge for as long as I can remember. I’ve seen them in the fine print on the website. I’ve been able to get into the Lounge upon arrival a couple of times, when it wasn’t crowded. But in light of your comments, I don’t think I’ll try anymore. As for the “no outside food” policy, it used to be strictly enforced. I’ve witnessed the attendant quietly asking offenders to take their food outside. But it appears this policy is no longer being enforced. Within the past couple months, I’ve seen families enter, drop off carryon bags to hold their seats, exit and re-enter with bags of fast food. Perplexing isn’t it?
Mahalo for addressing this issue. I have been using the lounge when I fly into Honolulu and when I fly out. I was Very disappointed to be stopped at the door. I usually just stop to use the bathroom. I am flying to Honolulu tomorrow and back to the Big Island 🏝 tomorrow night. Maybe 🤔 I should test it again lol 😂 I do appreciate having this status especially when I have some time before catching plane. Maybe Hawaiian 🌺 Airlines will reconsider.
Delta lounge doesn’t open early enough to use before the morning flight to the west coast.
Your article is incorrect, delta does allow arrival access. They were plann to not with the changes in June but due to customer uproar they undid that.
Hi, just letting everyone know that you *can* go to the Delta sky club upon arrival. I just did it two days ago. Delta was going to limit to departures only at one point but changed later. I cannot post a link, so if you would would like to confirm, please google.
Hawaiian Airlines needs to take some courses in diplomacy. And, they run their business. My wife and I used their services here in Orlando only to get an e mail one morning telling if they have ‘paused’ service and our flights have been canceled and we’ll be refunded. We’re plenty of their miles to use but no service. Bigger ugh. And as an aside, I have to express our discontent that if you have credits to use you must keithmake use the credits with a live reservation agent and get to pay a different fare than published fares. Triple ugh.
Your rules of comment forbids Profanity or Personal Attacks?
So I won’t be able to say much about the Lounge Staff at Hawaiian Airlines
But I too am A Gold Hawaiian Air flier and Credit Card carrier, and have been upset with the Treatment in Hawaiian air Lounges
I will go to AA Admirals Lounge when arriving at Terminal Two
i second that. Since rules here forbids profanity and/or personal attack, i won’t be able to post my experience with the lounge staff.
I felt more welcome in Admirals/Sakura Lounge and glad to spend my $$$ with AA.
I had the same experience recently… I am a Platinum member and have used the restroom in the lounge on my return, for years… Fortunately, the CSA was friendly and apologetic… but notification about such changes would definitely prevent any ill will…
During the covid period when HA was a recipient of subsidized funding, the employees were upmost humble and courteous in their demeanor. Somehow, it seems some of the staff of this local island company became very snooty. As a Platinum status for years, I make it known to particular Hawaiian employee that are either very friendly…and at times those who are downright nasty of my earnest opinion of them. Somehow, Hawaiian Airlines’ have retained a lot of people who feel entitled and demeaning. (I will not hide my 1st name in this comments section. I have nothing to hide, and stand by my imput.)
I understand completely that the lack of information would cause potentially offensive situations. However, as more people start traveling back to Hawaii, more people are realizing the benefit of Premier Club even if you purchase it. So the last few times we’ve been there, there hasn’t been a seat to be found – just too many folks flying Premier now!
I agree 100% on the annoyance factor. Things would be So much better if the airlines would train their customer-facing employees to exhibit just a little bit of empathy. I had a similar experience with a United gate agent. He had absolutely no empathy for my situation and refused to help in any way. As a result I will Never fly United Ever again and I am very vocal about why in any post I make that includes United. That 1 agent will end up costing United tens of thousands of $$$$ over my lifetime. But United continues not to care.
Sounds like someone trying to park in a no-parking zone by saying “I just need to go inside for a minute, it won’t take long…” But No Parking means No Parking.
Seems like any of the multiple terminal restrooms should be sufficient for arriving passengers. Decreases the traffic into the lounge area and keeps the other loungers happy. Also reduces maintenance / housekeeping costs for the airline. Perhaps they should have put a small sign at the entrance: “For out-bound Premier Club members only. Mahalo”