American Airlines Admirals Club (Terminal F) — Attraction in Philadelphia

Dear American Airlines Customer Relations,

I recently visited the Admirals Club in Terminal C at the Philadelphia International Airport and would like to share feedback regarding my experience. While I was pleased to have a comfortable place for my mother-in-law to relax before our flight, the interactions with some of the staff members were disappointing and not up to the standard I have come to expect from the Admirals Club.

Upon arrival, we were greeted by a representative named Erica. While she was polite and welcoming to the guest ahead of us, her demeanor changed significantly when addressing my family and me. Her tone, body language, and choice of words were unnecessarily harsh. For instance, she stated, “You can’t stay here. Go to the other terminal,” and claimed the lounge was full, despite it being visibly empty. While I fully understand that policies must be followed, the way they are communicated makes all the difference.

I then escalated the matter and spoke with a supervisor named IKEA (I’m sorry if I misspelled her name). She demonstrated professionalism, emotional intelligence, and empathy, carefully explaining the situation in a polite and respectful manner. Her approach stood in stark contrast to the earlier interaction and helped alleviate my concerns. However, another representative, Judy Lynn, interrupted our conversation unnecessarily. Instead of allowing me to articulate my concerns, she cut me off and responded dismissively, saying, “What do you want me to do?” This response felt dismissive and inappropriate, especially when I was simply sharing my concerns.

I deeply value the service that American provides, but this experience left me feeling unwelcome and disappointed. I would like to formally request the return of my points used for this visit, as the overall experience did not meet the high standards I associate with American Airlines and the Admirals Club.

Thank you for taking the time to review this matter. I look forward to hearing back from you regarding...

While the staff was friendly, there is nothing admirable about this so called, “Admirals Club” in terminal F as it needs some serious attention to detail when it comes to cleanliness.

My wife booked us a pass here to relax, have some quiet time and privacy after our long flight back from Italy while we waited for our connecting flight.

After spending about 5 minutes inside I wanted to leave immediately. It was disgusting. There were drink stains and food remains all over the furniture and floor which did not increase my appetite for food. So I didn’t eat. I had a beer but made sure it was bottled because if that’s how gross the lounge is I can only imagine just how gross the kitchen, bar and the areas where the food is served.

It’s clear there isn’t any pride left in maintaining the cleanliness of this lounge as the general terminal areas are much cleaner than this.

To the people managing, overseeing and running these lounges, do your guests and staff a favor and replace the furniture. For example, tears in the leather of the chairs means it’s time to refresh the areas that are used the most!

Where is your attention to detail? This lounge should not look like the aftermath of a night club.

See the pictures below.

A supremely disappointing experience given how much my wife paid for this gross environment! We will NOT be booking...

As an Executive Platinum member who travels weekly on both domestic and international routes, I was extremely disappointed with my recent experience at the Admirals Club. I was denied entry due to the club not accepting new guests, and the front desk staff simply stated that “times are hard” for American Airlines.

While I understand operational challenges, the level of service and communication fell well below expectations. As an Executive Platinum flyer, I travel with American Airlines more than any other carrier—loyalty that has spanned years and countless flights. The Admirals Club is not a luxury resort or private country club—it’s ultimately an airport lounge intended to offer comfort and convenience to frequent flyers. Unfortunately, based on my experience and the growing number of similar reviews, it seems both cleanliness and customer service have significantly declined.

Ironically, I received better service and hospitality at Philly Pretzel Co. just downstairs than I did from the Admirals Club staff. After many years of loyalty to American Airlines, I’ve been seriously reconsidering my travel loyalty due to the declining quality across the board—from aircraft and lounge facilities to customer support. This incident may very well be the tipping point in my decision to transition to...