Last week, Delta agents denied me access to the LAX Sky Club in Terminal 2, even though I was traveling on an international business class ticket. Now Delta has officially weighed in on the issue.
The day after the incident, Delta reached out to me via Twitter with an apology, stating:
Hi, Matthew. I apologize for this experience. Please provide your confirmation number, so that I may check this for you. Thank you. *ATJ
— Delta (@Delta) August 9, 2018
We switched to DM, where the following exchange occurred:
I heard nothing further on Twitter, but I also reached out to my contact in the press office, asking for a comment on my blog post. Here is the reply that I received:
We checked with our Delta Sky Clubs team, and you are correct that you should have been allowed to access the LAX club. We are following up with our team in LA to ensure they understand the policy, and we apologize for the confusion and your poor experience.
We’d also like offer you miles or single-visit Sky Club passes as a gesture of apology. I imagine you already have Sky Club access when flying with Delta but wanted to include that as an option just in case. Let me know your preference.
So there you have it: Delta admitted error and apologized. There are still a few lingering issues, though. First, what should a customer in my situation have done differently to ensure access? Second, what does “following up with the LA team” mean? A memo? Retraining? How will consistency be ensured throughout the entire lounge network? Third, what prompted this issue in the first place? Was Aeromexico not paying Delta for its passenger’s visits?
On the issue of compensation, I stressed to Delta that the most important thing is to ensure what happened to me does not happen to other passengers, especially to those who do not have voice like mine. I’ll keep you all updated if I hear back anything else from Delta on this matter.