American Airlines Admirals Club (Terminal B/C) — Local services 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 elderly 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. 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 Admirals Club 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...

This was my first time at this Admiral’s Lounge… Checking in was simple. The lounge itself is quite large, with plenty of seats along the windows all nicely sectioned off, so you have the feel of somewhat privacy. The same, basic selection of food as the other AA lounges, which isn’t impressive.

While there, there was a guy playing loudly with his kid… Please people, keep quiet!! It should be a library’esqe setting! If you don’t hear others being loud with the next person having to amp up their volume due to the loudness, then please don’t be the one who starts this maddening process and PLEASE – if you take kids into a lounge, keep them quiet and play with them QUIETLY!!

There was a completely packed business center in this lounge with small cubicle style separations between each desk and when I walked by there, it was quiet, though most people were on calls and many others working.

My review about the lounge is more of a PSA about how others should act in the lounge, which is what I see is the biggest point of contention when I view FB groups about lounges – Bottom line, KEEP QUIET!!

This lounge is quite decent though… Definitely worth lounging in here rather than in the...

Friendly staff at the front desk was treated with a warm welcome. The food selection is extremely limited. It is not shock at how cheap the airlines have gotten recently for something that should be a more premium service. You need to be either traveling in a premium cabin on an international flight, have status with the airline or an admiral’s membership for access. They are extremely guarded at who gets in the club. I think the least they could do is serve drinks in actual glass wear. Why am I drinking a glass of wine out of a plastic water cup in a lounge. All food was served on disposable plates. This is something I would expect at a back yard BBQ. To add I wasn’t there at a time that was particularly busy it was around 8pm and there were plenty of seats in the lounge. American was the one of the major 3 airlines to lose money last year while the other two had record profits. Maybe they should look at their “premium services” and ask themselves can we do better? Other airlines (United Club and Sky Club) offer a much more premium service and product offerings in their lounges and on...