United Club — Local services in Phoenix

The lounge is nice and renovated! however, I was thoroughly unimpressed by some of the staff and policies here at the United Club Terminal 3 PHX. I was in an almost empty lounge (5 passengers in the lounge!) and there was another passenger trying to grab a bit of sleep before a red-eye flight (Saturday night!). He was laying down and not bothering any of the other passengers. First, a blonde lady told him no feet on the furniture, so he put them on his carry on, then he fell asleep. 20 minutes later, another person came to hassle him telling him that sleeping and lounging (in the LOUNGE!) is against policy. He asked to speak to a supervisor, and 2 people including a supervisor (lady) and a man with a reflective vest came to lecture him in a relatively threatening manner demanding to see his ticket. He asked to see the rules and policies which they did not provide adequately (or policies did not match what they were demanding). United management, if you see this I can provide a video of part of the interaction as I was really appalled! This is the kind of treatment that you don't expect in (empty) lounges as frequent travelers. I would understand the actions by your staff if the lounge had more people in it, but in this case it was empty and no one was being inconvenienced except by the staff! I understand that policies are there for the well being of all, but a bit of common sense in the application of the policies was severely lacking. On a separate note, the bartender in the lounge, Freddy, was really nice and gave...

We are going to file an ADA complaint against the extremely rude front desk agents running the club on 6/13 from 9p-1130p. They greeted my family and another patron (both of us had a wheelchair in our groups) by stating this club was small and didn't really have space for folks in wheelchairs. Then, when I went to check in, she felt the need to grill me about whether or not I had passes and was traveling with United. The only question I asked was if I scanned boarding or club pass first. Everyone in the entryway felt awkward and unwelcome and flat out discriminated against. We came to Arizona for my daughter's medical conference, where we're trying to find a cure for her terminal disorder. She has to use a convaid to get around and between United damaging her wheelchair on multiple occasions and this discrimination at their club. I'm seriously considering all options.

To add insult to injury, the bathrooms were a mess, and for the entire 4 hours we were there, the food wasn't changed out or added to at all. There was chicken and tuna under hot lights with no refigeration. Dirty dishes and glasses were everywhere. There was plenty of staff walking around doing nothing. The bartender worked hard and was sweet...

I am writing to express my concern regarding an incident that occurred at the United Club located at Phoenix Sky Harbor International Airport (PHX).

According to the United Airlines policy outlined on United.com, U.S. military personnel are eligible for complimentary access to United Club locations with a valid military ID, a boarding pass for travel within 24 hours on a departing United flight, and one of the following: military uniform, leave orders, or rest and recuperation (R&R) papers.

Despite meeting these criteria—including presenting my official leave orders and valid military ID—the United Club agent at the entrance stated that military members are only eligible if they are on R&R leave. This directly contradicts the published policy. After returning home, I contacted United Customer Service and was informed that the agent’s decision at PHX was incorrect.

This experience was disappointing and discouraging, especially considering United’s stated support for military personnel. I request that this matter be addressed internally to ensure that frontline employees are accurately informed of military access policies, and that similar incidents do not occur...