American Airlines Faces Backlash for Excluding Military from Miami Lounge During Overcrowding

by Gary Leff on January 4, 2024

The Points Guy‘s Zach Griff notes during his travel that American Airlines wasn’t offering complimentary access to its Admirals Club for members of the military, because the lounge was deemed at capacity. Commenters on social media seem appalled.

Lounge overcrowding has long been an issue, but what do you think about this move from @AmericanAir in Miami?

Due to capacity constraints, the airline temporarily stopped offering access to military members.

Lounge overcrowding has long been an issue, but what do you think about this move from @AmericanAir in Miami?

Due to capacity constraints, the airline temporarily stopped offering access to military members. pic.twitter.com/I3Au1viDD7

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— Zach Griff (@_ZachGriff) January 4, 2024

A commenter quickly calls this a “bad look.” In fact, that seems to be a common sentiment.

Yikes. Not a good move. At the very least not good for PR. This should apply to members of the general public or those maybe at a lower status tier, but not military.

— Rich (@terpswag) January 4, 2024

I understand why, but this isn’t a good look at all

— JTC (@JTCGayFlamer) January 4, 2024

I disagree – and I don’t think doing so diminishes status of members of the military. Placing limits on selling paid one day access, and on offering free access to members of the military, is a better look than forcing paid members and complimentary guests to queue into the terminal Delta-style.

those @Delta sky club changes cant come soon enough

always a ridiculous line at jfk terminal 4 no matter what day or time pic.twitter.com/RET7b6OVG3

— Ali DiBarba (@alisaysdance) September 18, 2023

Prioritizing paid members seems… reasonable.

American is not selling one-off passes for $79 or admitting military members on a complimentary basis (which is, otherwise, a nice space available gesture). It’s hard to characterize American as a bad actor here when they’re even declining ancillary revenue!

There’s a limited amount of space. American’s clubs don’t usually get as crowded as Delta’s lounges for three reasons:

1. Separate business class lounges. American offers separate business class lounges at Miami, New York JFK, Chicago O’Hare, Dallas – Fort Worth and Los Angeles. Delta doesn’t have Delta One lounges open, so long haul business class customers use their standard Sky Clubs. That’s more people.
2. Amex Platinum. American and United offer lounge access to premium credit card customers. Delta does that and also to all Amex Platinum and Centurion cardmembers flying the airline. That’s more people.
3. Differentiated food. Even though American has kind of sort of improved food in Admirals Clubs, they don’t come close to Delta’s offerings.

   

   Passengers with access have more of a reason to visit Delta clubs, and to stay longer. I often just go to the American lounge for a cleaner bathroom, and for help with itineraries during irregular operations. Although the Washington National E concourse, Denver, and Newark clubs are beautiful.

   

When American lounges do get crowded they prioritize customers paying for membership, either directly or with their premium $595 annual fee credit card, and to customers traveling on qualifying business class tickets. They have an obligation to deliver for those customers before offering complimentary access to others.

Would making everyone – paid club members, long haul business class passengers, and complimentary military guests alike – stand outside in the terminal in a line during their layover be better?

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