During our recent trip to Paris, my spouse, my child, and I were denied access to this lounge despite it being completely empty. The entire situation was handled with a severe lack of professionalism, approach, and problem resolution that falls incredibly short of the standards held by other United lounge employees worldwide.
The counter agent initially refused entry by incorrectly claiming that an economy ticket disallowed access and that Gold status was required. After stepping away to verify my digital pass--which explicitly permits access for two guests or one adult and a child--I returned and showed my phone to demonstrate full compliance. Instead of correcting their error, the staff dismissed the digital proof, aggressively asserting that because this was Paris and not the U.S., the rules were different.
Even after escalating the matter to the manager, the denial was maintained. I was insultingly advised that I could enter without one of them--expecting me to leave my spouse or child outside an empty lounge. This experience demonstrated a blatant disregard for documented cardmember benefits and a total failure in customer service. Absolute embarrassment. #UnitedAirlines read more