KLM Crown Lounge — Attraction in Houston

I was flying business class and arrived early so decided to take advantage of the lounge access. I have access to all the major airlines lounges since I travel a lot. This includes all major US airlines and partners (including KLM). I also have the Priority Pass as it came with a couple of my credit cards. This was not my first visit to this lounge. My experience has been consistent.

This lounge is just sort of average to below average for airline lounges. The food/drink station is hard to access as it’s round and in a bad spot. The seating is mediocre and the bathrooms need renovation.

The really bad part is the woman at the front desk. She’s there all the time and is nasty and rude to just about everyone. I you have Priority Pass you can expect to be sternly greeted and treated as if she is doing you a personal favor for letting you in.

I could have used my other card (or even just my boarding pass) to get in, but I just happened to grab my Priority Pass card. Once she saw my boarding pass she suddenly changed and wanted to bring me into her confidence about how the local Priority Pass people are not up to “our standards” or “like us”.

KLM should be ashamed. If you don’t want the money from your Priority Pass contract then don’t sign it. I actually feel terrible being lumped in with this nasty person, and I’m not like her. I’ll only show my Priority Pass at KLM lounges from here on just to see what happens.

I encourage any Priority Pass customers who experienced something similar to reach out to Priority Pass and/or KLM and...

Horrible customer service! My wife tried to access the lounge today (April 11, 2024 at 1430) Lounge still had space but my wife was denied entry as she is a priority pqss holder through chase sapphire reserve. Representative at the reception told my wife that due to closure of air france lounge they are not taking priority pass member as they have to accommodate air france members, which does not make sense as we have access through priority pass and air france is a totally different lounge. I called priority pass representative and I was told that they should not deny us entry as there is no restriction on the priority pass members in KLM lounge. PP representative requested my wife to put KLM representatives on the phone but they rudely refused the requests and turned their name tag badges to hide their name. When my wife tried to ask them about their names as PP representative requested, they became very rude and refused to talk to my wife. Their customer service is horrible. Dont go to this lounge unless you want to go through embarrassment for the services you pay for, even though not directly to the lounge but through your card services. My wife mentioned there were two female representatives, one was possibly hispanic in ethnicity and other lady was black in ethnicity (sorry i dont have names as they hid their badges and refused to give names. No one deserves to be treated like that for no reason. I hope KLM lounge takes such...

Description of Incident: Upon arrival at the lounge, I encountered an unpleasant situation. The lady at the front desk exhibited rudeness and a lack of professionalism. Unfortunately, the supervisor was nowhere to be found during this encounter.

Issues Raised:

Inconsistent Rules: Initially, I was informed that Priority Pass access was not accepted that day, and only business class passengers were allowed. However, when I presented my business class ticket, I was told that only KLM Airlines business class passengers were permitted.

Lack of Policy Documentation: The lady at the front desk was unable to provide any official policy documents to support her claims. I recommend that the lounge display clear policy guidelines to assist staff in handling such situations in the future.

Refusal to Share Name: Most concerning was her refusal to share her name. As a customer, I believe this behavior is highly unprofessional and unacceptable.

Suggestions for Improvement:

Policy Display: I kindly request that the KLM Lounge prominently display policy documents to ensure consistent and fair treatment for all guests.

Staff Training: Training staff members on customer service etiquette and professionalism is crucial. Encouraging transparency and accountability will enhance the overall experience...