America Express has had a huge conundrum with its Centurion lounges. They promote access to acquire premium credit card customers, but customers show up and have a subpar experience because the lounges are too crowded. They’ve been battling this over the past half dozen years and nothing has worked.
When you build a nice airport lounge it’s going to be busier than you expect even after accounting for the knowledge that it’s going to be busier than you expect. People come to the airport earlier. They stay longer. They go out of their way to reach the lounge by changing terminals. Add in that the food and drink is actually pretty good in American Express Centurion lounges and they’ve become so busy nobody goes there anymore.
American Express has been imposing access limits of various kinds for the past half dozen years but it hasn’t solved the problem. They limited who could buy guest access. They limited access to departing passengers only within 3 hours of their scheduled flight. Those didn’t make much of a difference.
So in February Platinum cardmembers who spend less than $75,000 per year on their card lost the ability to bring in any guests for free. My wife has an authorized user Platinum card on my account and can get into the lounge without a fee. We cannot get an authorized user card for our daughter, since she’s under 13, so we’d have to pay to bring her into the lounge with us.
Each change makes some incremental difference in crowding, but American Express keeps adding more people with access to these lounges.
- Aggressively acquiring new cardmembers
- Expanding who has access, with Delta’s premium cardmembers gaining access to Centurion lounges when flying Delta to reduce crowding in Delta’s lounges
Sadly even after limiting guests of those who aren’t big spenders with Amex, there are still lines to get in. Here’s the queue to get into the elevator up to the Centurion lounge in Denver, to wait in line to get in upstairs. (HT: Douglas)
I cannot imagine putting $75,000 spending on the Platinum Card – most spend earning merely 1 point per dollar – in order to get free guest access so that you can stand in line to get in. I haven’t bothered to head over to a Centurion lounge in the past six months.
Leaving LHR in the morning. The Centurion lounge is almost the only option for Delta. They don’t have their own lounge here.
See how it goes.
Rarely in an airport where a centurion lounge is located.
I haven’t bothered accessing a CL in probably about a year. I’ve seen that line in DEN and just laughed and kept walking. Even when/if you do finally get in, the experience is going to be positively miserable.
I’d there is a line I don’t go in. Nothing IMHO is worth standing in line for. I’ll check for a Priority Pass lounge or just find a quiet place and get on the airport WiFi.
That being said I have never waiting for the Centurion Lounge at my home airport (CLT). I go to Denver frequently and that one does seem more crowded than most. Maybe because only lounge option outside of airline lounges. I have gotten in and walked around f without finding a seat so immediately left. Again my time is worth more than waiting around d for any food or drink. Luckily I can buy whatever I want and would rather do that than wait.
Never understood all the sheep that waiting in line at an airport lounge!
The line at DFW was crazy!!! I used the Capital One Lounge –
When you say it “isn’t working” I agree if you mean to reduce crowding. However in every club I’ve been to since the change, I’ve observed a surprising number of people paying the $50 guest fee (which I would never do). So it’s working, to create piles of new income for Amex but has done nothing for the guests but make them pay more.
I’ve never been to a Cent. Lounge but have a flight out of LGA in July. Traveling with wife and a child. Is it worth it to pay $80 ($50 +$30) for them to experience the lounge at LGA for those that’s been to this lounge recently? Appreciate your feedbacks.
The CLT CL is routinely a hot, hot mess. It’s not helped by the fact that the ACs in CLT are subpar, but AMEX undersized it. Around any time there is a bank of flights there is a line, the lounge is crowded, kids are running around everywhere and the line to the bar are not worth the free booze.
I now generally avoid CLs. Only keep my AMEX platinum because it provides access to DL SCs (and I dropped my DL AMEX Reserve since it duplicated benefits and SkyPesos are worthless)
Doesn’t work to reduce the crowd when Amex gave guess access back to a good amount of Platinum card holders at the beginning of the year.
Amex should cut the customers out who fly Frontier, Spirit and maybe even Southwest, it would cut a huge amount of lounge access and it might not really lose Amex customers. The people who fly budget airlines should be treated differently from the legacy carriers.
Another idea that is a long shot but Amex should just partner with AA, Alaska and United for free Lounge Access (If flying that Airline) where a CL is located similar to what amex does with Delta Lounges and having specific Amex cards, partnering with those airlines would cover the entire CL lounge network
I’ve been using CLT as a home airport for about a year now, traveling at least once a week (though I am so over the whole CLT experience from parking to everything that I live near to Concord and have actually found I can tolerate Allegiant for a couple hours and it isn’t that bad). I’ve been in the CL exactly once and that was at 0530 or so when it opened, and had no hot food out. I generally avoid flying American, but am on Contour a lot and they moved from A to E so I walk by the CL… never bother going in seeing a line. The Club at CLT on the other side of the airport is more manageable 80% of the time… only goes on a wait mid-day, but there’s plenty of pleasant places to sit in the new terminal.
The Escape Lounge/Amex Light in FLL is a disaster. Even having a reservation confirmed with confirmation number (and paying ahead for a guest) they told me a 90 minute wait with over 30 parties ahead of me.
I’m to the point I’d pay just to have somewhere in the airport with snack food, sodas, and not have to look at a sea of people with some peace and quiet.
@John – first of all if Amex cut access to any airline’s passengers there would be an immediate lawsuit and likely an injunction. Also Amex wouldn’t want to alienate that airline e or their passengers. Also you mention AA, Alaska and United. Obviously you don’t k ow Amex’s primary relationship is with Delta hence the complimentary benefits of Amex Platinum members to Sky Clubs and Delta Amex Reserve members to Centurion Lounges. That relationship has a long time to run so such access isn’t changing
Maybe cut it to 2 hours before the flight and limit connection to the same. Otherwise increase cost of paying for a guest to $100 – that would likely cut some back.
BTW now retired so I avoid flights on Monday morning and Thursday evening to miss business rush which helps w access.
Isn’t this one of the smaller Centurion Lounge locations?
People have reported fewer crowds at the SFO location – though frankly that could be due to less people flying for business there.
I have visited JFK – which never really got too crowded. It looks the same.
@Doug you should be using the Virgin Atlantic lounge at LHR if you have high enough status or flying business.
The overcrowding issue isn’t due to families. It’s allowing DL Plat card access and… hate to say it… but $0 fee cards to service members.
I’m in no way arguing that the “free” platinum cards for Service members should stop, but it’s a large driver of the overcrowding.
The restrictions are making a positive difference at many lounges. I’ve had good experiences at SFO and SEA since Feb. 1, both lounges that were previously notorious for horrible overcrowding. It helps that AMEX has expanded both lounges recently.
I would never pay $50, or even $25, to bring a guest into a lounge. That money is much better spent in the terminal. In just the last 10 years, public airport terminals have come a long way. Gone is the crummy paid Boingo wifi, now it’s fast and free for everyone. Many airports have refurbished seating in the gate areas, and the dining venues are often more appealing than the bland buffets of salad and chicken found inside lounges.
Having said that, I do have an Amex platinum and I will definitely stand in line if I have enough time to spare before my flight and need a free meal that I’m not picky about.
When traveling, to help improve customer satisfaction and due to overcrowding, when you try to stop into an American Express Centurion® Lounge during your airport layover, you might have a brief 60 to 120-minute wait to enter. This year, your AMEX membership is no longer worthy of full membership privileges like complimentary access for your wife and a guest unless you have previously spent $75,000 on your American Express card. However, there is good news. Complimentary access, with proof of age, is available for toddlers under two to the Centurion Lounge collection to enjoy the fun, run-of-the-house amenities. Now, kiddos can get away from it all in thoughtfully curated spaces designed for play or relaxation while they travel. Youngsters can mingle with C-level executives seated near the bar and dine in decadence with cuisine created by James Beard Award-winning chef Dean Fearing. Because kids can drink non-alcoholic beer in most states across the USA, they may enjoy mocktails developed by one of the nation’s top mixologists,
Finally, with complimentary high-speed Wi-Fi in Centurion Lounges, your kiddies can play “Baby Shark” for seven-hour in the lounge while waiting for their next connecting flight. Your AMEX membership still has some privileges. Don’t leave home without it.
The ‘Escape’ Lounge in PHX is never crowded when I use it. That may be because it’s not a ‘full’
CL or it may be that it’s located in Terminal 3, instead of 4 so all the AA flyers aren’t using it…..
Allow centurion + 75k spend in for free. Charge everyone else 15-25$, see what happens.
Just a reminder that you can cut an hour off of the three hour prior to departure rule as you need time to get to the gate and board, so really only two hours of useful lounge time, unless your gate is next door.
I was at SEA lounge a few weeks ago, not too crowded. At LAX lounge in Feb, it was infested. Had a drink at the bar and went and stayed at to Star Alliance Gold lounge which was also fairly crowded but more spacious, large balcony and much better experience. LAX lounge was cramped, very compartmentalized… not enough open spaces.
Re: service members… Sure, $0 fee, but with restricted benefits, like no lounge access. I’m paying $675 plus $175 (?) for additional users and spend > $75k/yr. I shouldn’t have to wait to enter into a crowded space.
Stop providing lounge access to cardholders with waived annual fees. Yes, military. There, I said it. The SCRA/MLA says nothing about lounge access. Of course, we all know that AMEX doesn’t have the balls to do this.
@Chris MOST military members have no idea they can get a card with waived fees. I work in DoD and you’d be shocked how this just isn’t widely known. That’s a VERY small percentage of the lounge users. Which is why most USOs are also very crowded even though they’re usually in inconvenient locations.
Recently went to LAX and it was great, except that it closed at 10p.m. and our flight was at midnight.
Haven’t seen a line at any CL I’ve visited or passed since the changes went into effect
I concur with what others have expressed – no entry for people on a waived fee card. I’ve been in lounges (Phoenix) where 15 to 20 military members were in the lounge emptying the buffet selections. Why am I paying $675 while others pay zero and have the exact same benefits? Waived fee members may be a small percentage but wherever you can chip away at the number of people who access the lounge makes a difference.
@ken You’re paying the fee because you haven’t volunteered to be shot at? :shrug:
People saying to cut military access are clueless. Military make up a very small portion of travelers and most are not even aware they can get the card. And it’s not just given to ANY Soldier/Sailor/Airman/Marine/Coastguardsman. You still have to qualify financially for the Platinum card. I’m a retired Colonel and physician who enjoyed lounge access on average twice a year while on Active Duty. I got more value out of the the $240 streaming and the Global Entry reimbursement. I sincerely appreciated how kind Amex was/is to our Service men and women who KNIT THE BLANKET OF FREEDOM UNDER WHICH WE ALL SLEEP and showed that appreciation by remaining a loyal card holder long after my “free” Platinum card benefit had ended with my retirement after 25 years in uniform. So instead of blaming our military members for the long line, next time sit down with them and thank them for stepping up and serving. They’ll appreciate the kindness, I promise.
@Joe I will tell you what will happen, Amex will lose a lot of revenue, the end.
If you think for a moment that folks are going to fork over $695 annual + an additional $175 for an additional cardholder AND pay $15-$25 per visit, your sir, are off your rocker!
My opinion will probably be unpopular, but willing to share with the group:
My US based AMEX platinum card offers supplemental cards (with all the same perks and benefits) for a fairly low fixed price.
My Canadian based AMEX platinum card offers supplemental cards (again, with all the same perks and benefits) at fixed price of $175 PER SUPPLEMENTAL CARD.
This benefit of getting 3 supplemental cards for (can’t remember the exact amount) $200 is killing the lounge experience!
Just my 2 cents
@Gary I just paid my annual renewal on Amex — was it $695??? I have put it on my calendar to cancel next year, and I’ve been a member since (pun intended) 1998 .– actually way earlier but that’s when they picked me back up.
The ONLY benefit I have any interest in is the lounge access, which is just not unsable. So, they lost me.
I’d really like a premium card comparison here one day.
CL, Escape or Priority Pass, the lounges are all useless. I say connecting passengers only. Eat before you leave for the airport. I’m like 10% for getting in when I have a 60-90 minute connection where I would be in the lounge for maybe 30 min. The wait is always at least 90-120 min.
@USAF
Enough with the “I served” crap. We’re not at war….at least until Brandon starts one with Chy-NA. Were you forced at gunpoint to enlist? Look, lots of people “serve” like: cops, firemen, doctors, nurses, teachers etc. Shall we grant them all waived cards? Why not? As far as qualifying, the only thing you need for an AMEX Platinum is a pulse and $695….as for those who “serve” just a pulse.
@CHRIS Guess what? MOST of those people you mentioned DO get discounts on a ton of items from businesses (except maybe doctors and nurses, and they both are well compensated professions). In this particular case, yes Amex chose just one of them. So what? You’re worried because it somehow impacts you? Believe me, it doesn’t. The issue is too many people can afford the card, which is why the fee will continue to increase.
And we haven’t been ‘at war’ since WW2 but there’s been tens of thousands of servicemembers killed. We still have people deployed to Sudan, Egypt, and numerous other places (hell about 15k Reservists and National Guard are still being activated on a yearly basis). Just because you didn’t bother to sign up doesn’t mean you get to downplay it.
We are rarely in the right terminal to access the Centurion lounges but when we do so and there is a line not good for our 2 visits a yar..
USAF Doc says:
People saying to cut military access are clueless. Military make up a very small portion of travelers and most are not even aware they can get the card. And it’s not just given to ANY Soldier/Sailor/Airman/Marine/Coastguardsman. You still have to qualify financially for the Platinum card.
I’m not clueless when I suggest cutting lounge access to non fee members who pay nothing while the rest of us annually pay almost $700. The military members may be a small portion of the travelers, but chipping away at the number of people accessing the lounge can only help alleviate the crowding. And the statement that the military members have to qualify financially for the card….well duh, how is that any different from anyone? I’m not sure how that is relevant to the access issue (obviously people without a card aren’t in the lounge unless as a guest).
The over crowding issue seems to be affecting both the Centurion Lounges and The Delta Sky Clubs. Both have taken measures to combat the problem but it seems there hasn’t been an effective solution…yet.
The Delta issue IMO is due to the Platinum Amex cards having access (and the AUs). The Centurion issue is most likely because – if you have the card – you can be flying any carrier including Belken Airlines (anyone out there get that reference?) and you’re in.
What’s the answer? I honestly don’t know. But, as someone posted previously, clearly there’s a lot of people who can afford the $695 for the card.
Perhaps they should limit the number of times you can use the lounge per year or month to cut down on the number of people.
I paid $60 for both my kids (under 13) the other day to enter the CLT Centurion lounge for a 9 am flight. I was surprised that the breakfast was so poor considering it has always been good before. I don’t travel too much, but when I do, I usually take my kids. Having said that, I feel forced to pay the fee or otherwise I will just dump the card because then how else could I use the lounge? Maybe time to switch over to the amerian airlines lounge. Although the CLT Centurion lounge is busy, I have never been forced to stand very long. They should get rid of the reserved tables which is just silly if you are standing there while the reserved tables are emtpy.
@Ken
The fact Servicemembers have to qualify for the card demonstrates they’re educated and well employed. Amex may not make money off of us for a few years but I’m willing to bet I’m not the only one who paid for the card upon retirement because I was so happy with the service I received while getting the card for free. No different than when airlines offer a status match to lure customers away from their competition–albeit for a longer “grace period” for Servicemembers. But if you’d like to create a viable alternative for our Military members please consider making a donation to the USO so they can expand their drop in centers to better serve our Soldiers/Sailors/Airmen/Marines/Coastguardsmen.
Since my child cannot get a credit card it would be quite rediculous if they stopped letting people with kids in
Reading the comments, I can’t believe there are people concerned about military cardholders. There are only 1.4 million active duty military in the US (most of whom don’t know about the card and wouldn’t qualify anyway). There are more snobby elites in NYC alone. 🙂
Speaking more broadly, I’ve been visiting airport lounges for decades. For almost all that time, they were (usually) a peaceful oasis with mediocre-to-poor food and beverage. I always thought “why don’t they make the food better — that would be great.” Little did I know that good food and drink would kill the best thing about airport lounges!
“KNIT THE BLANKET OF FREEDOM UNDER WHICH WE ALL SLEEP”
Holy LOL. For the past 70 years, the only goal of the US military is to sustain economic imperialism.
@CHRIS
I’m sorry you couldn’t meet standards to serve your country. Was it a physical limitation or were you always emotionally/mentally stunted ? And just drop the “Brandon” stuff. We serve regardless of who the President is. I served under Presidents of BOTH parties. There were things I liked and disliked about ALL of them but I still did my job (as the vast majority of Service members do) with excellence and dignity. Now please excuse me but my lunch break is over and I have to get back to seeing patients. Enjoy being a tough guy from the comfort of your couch.
Canceled my Platinum card. The Capital One Venture X is a strong alternative for many purposes, though there aren’t many Capital One lounges yet. I love the one in DFW.
@Jarhead you act like that economic imperialism hasn’t benefitted most Americans
@USAF
Oh there’s the “You didn’t make the cut” argument… is that all you guts really got? I never applied as I wasn’t interested. I also never applied to be a flight attendant…they like to use that line too.
I visit Centurion Lounges in LGA, CLT, DFW, PHX, and LAS. I’ve only ever seen a line once, in DFW, several years ago. I find DFW, CLT, and LAS are often fairly crowded (and noisy) but not so much that I can’t find a seat. No idea why experience is better than what others are reporting.
@TravelWarr Look at the lines folks are willing to stand in just to get bottom shelf liquor, room temperature hummus and crackers or mac & cheese that looks to be several hours past its prime. There’s no incentive for Amex or Delta to do anything.
When you can serve crap on a 4″ plate and have folks line up in droves while charging them between $550-$695 per year, you’d be a fool to mess with such.
I don’t travel that much but I haven’t had any overcrowding in the AmEx lounges I went to in December and March. I was irritated that when my 7am flight was canceled and I was rescheduled for one 12 hours later with a stand-by 3 hours later, they wouldn’t let me in because my ticket was a “stand-by” ticket. Seems like they should have let me choose which 3 hours I wanted, the 3 hours before the stand-by flight or the 3 hours before the one I had a confirmed seat on. Since Denver had no PP lounge, I ended using my PP at restaurants, then buying a United day pass for $59 and was able to stay there most of the day.
Anyway I don’t think it’s right that travel warriors can use the lounge hundreds of times a year, and sometimes even with multiple guests, and then a person who might use it 5 times a year can’t get in. I think there should be limits on number of visits, beyond which you pay a fee. I also wish more credit cards would offer limited number of visits. Even if you got a pretty generous amount like 50-person visits a year, that would probably help overcrowding a lot.
@USAF Doc…Amen brother! I guess if it were easy everyone would do it…right CHRIS?
Maybe the real problem is that US airports are so crappy that people rather go to the lounge?
You’ll probably never seen something like this in Changi or other airports where it is actually awesome to be in.
I can’t believe that people are stupid enough to pay the fee for the card in the first place…
Gary – any guesses as to what, if anything, AmEx will try next? Higher annual fee to thin out the herd? Limit the number of visits per year? Add a per-visit fee for members, not just guests? Increase the seating capacity by pushing tables and chairs closer together?
@Lori L I can’t believe people that bother to read travel blogs can’t get enough back out of a card that it pays for itself…..
It would be interesting to know what time of day, and day of the week this occurred in Denver, and whether it happened during a massive flight cancellation incident. Because I have noticed a big difference at the Denver Centurion lounge since the change requiring each visitor to have a card went into effect. The lounge has been much less crowded when I have gone there since the change, so I wonder whether this photograph is actually reflective of the facts on a day to day basis.
Your reference is one airport. I’ve been to Seattle and Vegas. I Definitely less crowded
Easiest way to thin the lines is restricting access to people who pay the annual fee (military doesn’t and accounts for a high amount of signups) that’ll definitely thin out crowds by a bit
Rubert, I was there on Wednesday when I landed at about 4:30 PM, the line was easily this long. There was a weather situation, several flights were rerouted, delayed take-offs, and cancellations, and we almost got rerouted to Colorado Springs. I stopped in the lounge when I landed just to get myself organized, I spoke to a person in the area I was in, and she had been delayed and in the lounge for three hours. The next day when I left, the line was only about 40 people deep. Also, keep in mind the line you see does not include the line of at least 15 more people waiting at the top of the stairs.
Mitch (commenting to Lori), I have the Business Platinum. To your point, it is the most valuable card in my wallet . . . and I don’t even use Amex lounges. People don’t know what they don’t know.
They should limit access to cardholders 25 and above. No children and no guests. Period.
I was recently in the lounge at DFW, and it was so crowded there was literally not a single seat, and many people walking back and forth looking for one. Awful. Thankfully I was traveling business class on Lufthansa and could access the Capital One lounge, which was quite nice.
It’s not worth it anymore. For less money, you can grab a table at a newer airport restaurant. Order a drink and appetizers and sit at your own table with free Wifi (plus your VPN). It’s a joke.
I visited the lounges at DCA and Atlanta last week. Both were noticeably less crowded. Both were located on the respective B concourses.
I fly out of Denver all the time and rarely see a line at all, let alone one this bad. My wife had to wait last time she flew, but expected a line given it was durring SPRING BREAK. DIA is the 3rd busiest airport in the country. Expect lines at peak hours, peak times, or bad weather/delays. Fly in the mornings or evenings and never wait in line at Denver’s Centurion Lounge, it’s that simple.
Similar horrendous experience at Miami MIA in February 2023. Queue to enter, guard turning away anyone not flying within 2 hours. I had to pay to bring in my daughter. Then there was nowhere to sit, massive queues for any food or beverage and absolutely nothing available that she would eat — no basic or mild food, only various 15+ ingredient global fusion or needlessly pseudo-upscaled randomness. Not even rolls and butter. Oh and none of the womens toilets would flush. Madness! We would have had a more pleasant, cheaper, sanitary, and edible experience spending the lounge child guest entry fee in the airport food court.
This was totally predictable. Before the change, nearly all of my “guests” were family members or business associates who already have their own Platinum cards. Checking them in as guests was more efficient than checking them in separately, but eliminating guest access didn’t stop them from using the lounge!
I went to this one a few days ago, the up escalator was broken and they had a sign saying you needed to use the emergency exit stairs. I followed a guy and his wife up there while he sarcastically commented about how classy taking the non-customer facing stairs was. He then rushed to the counter before the rest of us and started cursing at the counter lady after she found that he was at his destination and turned him away. The lounge was less busy without the escalator working though, so I guess make people take the stairs and continue not letting people visit the lounge after they’ve arrived at their final destination. I’ve stopped visiting the lounge for the most part, I can go sit at a restaurant and expense it on my business trips. It’s usually a better experience anyhow.
Active military get Amex Plat cards for free. Go to DFW lounge on a Sunday night – 60% of the lounge can be military with long lines at the food line – and food running out. While it is a nice jester, at times the crowded lounge is like a USO lounge.
I don’t go anymore. Used to go all the time. Would show up early for the “event”. Now, at DFW, if I show up early I go to AA. Or I just stand outside the gate 45 mins prior to boarding. If you have amex for this particular lounge it’s not worth it. But I’ve been able to use the other benefits to cover the annual fee. So I keep it.
Delta and American Express are trying to keep all of their customers happy and satisfied during their time in the airports. The Lounges are a refuge from all of the hassles of getting into and checking into the airport. However, the volume of folks traveling has exponentially increased and every one wants access to the lounges. Any decisions that are made will negatively impact large numbers of people and make them angry. How does one handle this and not lose customers? I am surprised that fights in the lines have not occurred yet. Hard decisions will need to be made before more chaos ensues. I will probably be one of those who loses access when the decisions are made.
Is it me or did this article kinda abruptly end?
As a plat card holder id actually be ok with paying less annually to not have access to the lounge.
Denver is particularly bad. I’ve been waitlisted there multiple times, even after the guest policy change with no weather. AMEX should offer food vouchers when it happens. Other Centurion locations can be crowded, but at least you can get in.
The Denver Centurion lounge is borderline unusable, to the point that I’m switching to VentureX once their new lounge opens.
Why should Amex and its air partners care? They’ve already made their easy money. Stale cheese, 2-buck chuck, and surly staff, anyone?
I was in Denver Centurion on Thursday 4/20 at about 3 pm. Wait to get up the escalator was 5 mins only because of the slow check-in at the desk. You can’t have people just getting on the escalator because there would be no room for them to stand at the top of the platform. Once at the check in desk, I saw one party turned away because they tried to bring a guest who had no guest privileges (yeah, they were pissed).I was able to schedule a shower immediately. But once done, I had to circle the lounge three times (10 mins) to find an open seat. By the time, I left at 4:30, the escalator line was even longer.
“they’ve become so busy no one goes there…”
This is clever, lol
Yes, the article did abruptly end. We were at DIA in February (might have been the day that picture was taken). The lines downstairs and upstairs were long. Because we had an infant in a stroller we were directed to the freight elevator which allowed us to bypass both lines. The lounge was really necessary as our daughter needing to pump/breastfeed the baby before our flight to DFW. Not allowing children would not be a good solution. One problem I see is there aren’t enough Centurian lounges. People hear about them so when they’re at an airport with one, they really want to go to it. Another issue is that all the airport lounges I’ve been to (Admirals Club, Centurian, Priority Pass Lounges) are busier than ever. This is in direct correlation to the credit card companies offering lounge access as a peek for getting their card. It’s the war between credit card issuers that’s causing most of this problem.
I’m glad you like the food. Every time I’ve been to one all they had was Indian/Middle Eastern foods. Which is nice…if you like it. Being inclusive is good. But they need to keep in mind that there are customers that can’t eat it or don’t care for it.On travel days, my digestive system gets a little stressed and I’d appreciate at least one option. As it is, I usually get a grilled chicken sandwich in the food court (which I’d love to eat in the Club…).
The simple solution is to include Priority Pass restaurants to alleviate crowding. I’m amazed at the number of “elite” travelers willing to pay American Express for the privilege of waiting in line.
Reduced service and increased fees seem to be the new normal for Amex. My company cancelled our Platinum cards as a result of this policy.
Jim Worrall
@Christine,
Girl, I feel you. I have a daughter who also has an annoying, unimaginative palate.
You could do what I do, and just stuff a jar of Skippy and some Wonder Bread into her carry-on.
I also sometimes travel with a tiny plunger, to guard against lazy airport lounge cleaninf staff.
I mean, what the hell do they do all day? It’s not like airport lounge customers are any more thoughtlessly demanding than all those other people…
There is no free guest access! I had to pay $50 for my wife to join me at a lounge recently. Moreover, a couple came in behind us and neither one had a Platinum card “I left it at home” and they both were let in for free. There were very few seats available, and people were eating from the buffet as if it was their first meal in weeks. Very negative experience. “Member Since 1973”
Airport lounges used to be a place for quiet relaxation from the bustling environment of an airport terminal for premium passengers before their departure. Sadly, that is no longer the case.
Because AmEx is not an airline, they’re offering access to anyone who holds their “premium“ credit card, the cost of which can be comparable to or less than ONE domestic first class ticket. For most people who fly a few times a year and definitely frequent flyers who often travel in economy class, getting the Platinum AmEx Card might totally be worth the cost.
Taking some unpopular views, I would suggest these guidelines to help reduce the crowds in the Centurion Lounges:
1. Only primary cardholders allowed
2. No guests of cardholders
3. Only passengers in premium class (business or first)
4. Business or business casual attire required
Totally agree. Denver Centurion Lounge is a joke. I don’t even play the AMEX game anymore – the time wasted making the trip to the C concourse just to wait to take a number to wait again to get in isn’t worth it.
My advice – buy the Chase card and head for the United clubs. United is opening their largest one one ever soon on B concourse and a huge one on A concourse. Even better, United has a new grab-and-go lounge where you help yourself to pretty decent pre-packaged foods.
United is trying hard to fix their problems.
AMEX is simply admiring their problems.
I was at the Denver one yesterday (Friday). Was there from 6:00 pm till about 8 pm. There were at least 10 people in line and the same number upstairs. A couple in front of me decided to leave when they found out about the fee for the additional person. It was so crowded I was lucky to find a spot at one of the work tables (bonus being charging outlets). It was very crowded and noisy—-several person wait for bar, at times no forks, etc. The lady who checked me in said it was this busy at this time almost every day.
Have been to a couple Centurion lounges. Never had to wait in line to get in. Of course, I have never been very impressed either. I just renewed my plat (the math works out with the other benefits for the time being), but if they expect me to wait in line while paying these annual fees that is going to negatively impact my valuation of the card. Like I said, the benefits outweigh the AF, but its right on the borderline. Anymore negative reductions to benefits and the card is gone.
CLT Centurion Club had gotten very busy. The new guest policy has definitely helped lower attendance. It can still be crowded at peak business travel times and bad weather delays. Even when busy I have not been unable to find a seat, just requires a little more effort.
Centurion Clubs are a valuable perk on the card but there are plenty more for everyone who travels.
I hear Amex gave guest access to a *lot* of people that didn’t reach the spend limit. Most of the Amex groups are also filled with 22 year olds with $30k salaries and a fairly low credit score having been approved for the card. Maybe enforcing restrictions, raising this card back up to an actual harder to get card, and allowing the card annual fee to be waived for military but not allowing lounge access for military as well as authorized users that are under 18 or 21 would help.
Platinum Card member for 41 years. Benefit value has diminished to nearly $0. I’ve experienced wait time average of 40 minutes at DFW, IAH, JFK, and other airports across the US. I’ve contacted Amex through feedback on the app. Not once have I received a reply other than customary thank you for your feedback. I’ll downgrade my card.
To help reduce overcrowding, American Express could incentivize cardholders not to visit the Centurion lounges. For example, if you use the lounge less than 30 times a year, you will earn a $100 discount when you renew.
Ken A, most lounge users are frequent users. Incentives for infrequent users will not do much to reduce crowding.
Agree with the opinion that if it’s too crowded then for me it’s absolutely of no interest to me. I have walked into and quickly out of the MIA club (for example) several times the past year because it’s more crowded than the terminal! I’m not that desperate for some free snacks. No thank you AMEX.
We were at the Hartford airport lounge because sitting elsewhere in the airport was sub par and restaurant/eateries were crowded and few. Well the lounge didn’t have a huge line to get in but it was so crowded people were sitting on their bags. Whatever crumbs of food would show up would be devoured in seconds. No plastic knives. Scarce plastic cups. And numerous people either being turned away or paying to get in. It wasnt classy or even comfortable at all. It felt third world. We found a seat and drank mostly tea before the cups temporarily disappeared.
I’m active military and it used to be a fairly well kept secret that the platinum card is free for us. However, everyone knows now and we probably make up about half of the customers at the lounge. It’s a nice gesture from Amex but ruining the experience for those who pay so much.
I’ve been lucky, I’ve only seen a line one time so I turned around and went to an AA lounge. I’ve always found a seat, one lounge had terrible food, and the hours have been reduced in the past few years. Was recently at the LAX lounge and was in a quiet room where most of the spaces were taken up by non-quiet children. I told them it was a quiet space and they all politely left.
Lol. First world problems. If you can put $75k a year on your card and you’re whining about having to pay to get a guest in, you need to check yourself. Honestly. Rich people are clueless.
Mary, if you spend $75k on the card, you can bring a guest for free.
If rich people were so clueless, how did they amass their wealth? 🙂
PHL lounge at 5 PM last Sunday had a line that blocked the elevator from the terminal. The wait to check in was almost as long as the waiting list (25 minutes). However, about an hour later, the line disappeared. Part of the issue is there is no lounge in the international area other than AMEX or BA (which prioritizes its own passengers). AA’s Flagship lounge (which is replacing an Admirals Club) has been under construction for years, so elites and business passengers on AA have nowhere nearby to go other than Centurion.
The last time I made an effort to use the amex lounges a few weeks ago, I tried getting in during a layover in Seattle and again in Houston. And on the way back, I tried in Houston and Seattle again. I was 0 for 4. Seattle was a 45 minute wait both times. Houston was an hour on the first try, and on the 2nd, the line was visible when the elevator door opened. That must’ve been 75+ people in line for a lounge that likely only holds 100. I’ve made it into an amex lounge twice in the past two years and have probably tried 20 times. My annual spending on my platinum is $250k, and I can’t even use their d*mn lounges.
My suggestion to amex would be a tiered admission fee based on spending. $75k+ = free. $25-75k = $20. Under $25k = $40. I’d love to see some stats on the annual spending of cardholders that use the lounge compared to all platinum cardholders too.
Just an observation: Oh for the days when the vast majority of everyday Americans “took the bus!” Today those people who would have taken the bus 70-years ago, are flying–and they aren’t getting dressed up for that privilege either. To find a certain degree of sanity in travel, you need a private plane and a lounge that caters to those paying for that service. If you are not yet at that level of travel exclusivity, you have to suck it in and deal with it…and, regrettably, it isn’t always pleasant.
Gary, I was there in Denver with my daughter on the day that somebody snapped the picture. The reason the line was long is because there was a ground stop and many flight were delayed or canceled Amex did an unbelievable job of catering to everybody who wanted access. We were there for 2 hours before our initial flight and several owners after our flight was canceled. I can adore you everyone who wanted access was able to get in within 30 minutes of checking in.
The airport is nicer than standing in a line to get in to a crowded lounge.
One solution to this would be for these people in Denver to start acting rationally.
There need to be obvious rules implemented:
Rule 1: I always get in without a wait.
Rule 2: Anybody in my line of sight between my table, the food and beverage, and the bathrooms will be asked to leave so that I may have a tranquil experience.
All rules should be designed to suit me. It is the only equitable way.
🙂
I’m completely done with Amex. Lounges are an overcrowded mess and the staff is rude. Adding the spend requirement isn’t what I signed up for. Two weeks ago at Philadelphia, they “had two seats” and allowed us in, and the host pointed my wife to go sit at a two-top with a attractive male strange, and pointed me to go sit at a different two-top with another woman on the other side of the room! Seriously. Complete shambles!!! it is now way more stressful inside an AMEX lounge than it is in the regular terminal!
There is no reason anymore for us to have the Platinum card. It’s not a perk to have to pay $50 per person to use the lounge. We are disgusted with AMEX.
Amex is ridiculous!! I can take 2 guests in to a lounge on Priority Pass – which is Amex’s partner – but I cannot take my wife to Amex’s own lounge! Absolutely ridiculous!! They asked me to pay $50 for her! What good is my Platinum card then??
I only use a Centurion Lounge when traveling by myself on business and even then, it depends on the time. I usually just go to American Airlines or United Clubs. Food may not be as good but who cares. I have a Priority Pass for some airports. At first, the AmEX lunges were certainly a privilege of membership but now they are hit and miss. Maybe they need to be rebranded as business travel lounges since can’t get family in for the most part even if you pay the $50. I use to stop in at the end of a flight to catch my breath, but now the AmExl lounges are for departure only. I am also wondering if an AmEx Plat card has much value. A basic rule of business is to not offer something that is going t harm the brand, and I bet American Express is regretting getting into the lounge business. It may have been better to partner with third-party lounges rather than ruin their own reputation. I can see AmEx closing the lounges before too long if they cannot figure it out. These lounges may go the way of the old Amerian Express offices in Rome, London, Paris, etc.
I’ve used the Denver Amex lounge a half-dozen times in the last year. It’s been crowded. Good luck finding an open stall in the bathroom. The food is pretty mediocre at best. The employees really don’t seem to like the customers. Amex’s success will probably solve itself as user experience continues to slide.
There is no reason to hold this card except for the lounge access. Most busy executives do not have time nor inclination to play the coupon book game. They certainly don’t have time to wait in lines for lounge access or anything else.
Expect mass card cancellations once everyone has cycled thru the SUBs and retention bonuses.
Only Amex Platinum and Centurion cardholders are supposedly allowed to enter. Way back 8 years ago, there were plenty of cardholders and way less lounges. What changed? Amex went to war with Chase Sapphire Reserve for gaining cardholders. Same for other co-branded cards that offer some type of lounge access. Easier to gain customers than add more lounges.
As much as I hate paying more for something that was free, there may be no other short-term solution. Charge everyone $20 to enter the lounge. Although discontinuing the restaurant use from Amex Priority Pass was an uncompetitive if not idiotic cost saving measure.
Currently P2 and I both have Amex Platinums. One is getting canceled and the other will get an AU Platinum card. We are tired of the coupon book mentality of Amex cards. We don’t get $1400/year value!
I would absolutely give up my spot in the lounge for active duty military. The cuts need to be made in the Authorized User department. Want exclusive access? Get your own account.
Just my .02
@Sean: 100% AGREE!!!
This is the second time I have walked out of a Centurion lounge. I don’t want to fight for space and fight for food. I left the lounge in CLT and opted for peace and quiet at Minute Suites.
It shouldn’t be less stressful in the airport.
There is one solution that should be obvious–greatly expand the lounges so they live up to the AmEX brand and promise. I recently used the newly expanded lunge at SFO, and it was a great experience. Much more room, two bars and two food areas, and no problem sitting. I don’t know how it pencils out for AmEX, but if they cannot deliver on their brand and their promises, they should get out of the lounge business or go all in and build enough capacity to meet demand.
Just walked by the AMEX lounge at CLT. Didn’t even bother trying to get in. Saw about a dozen or so teenagers running in and out of the line for the elevator.
Until AMEX fixes the guest problem/supplemental card issue, AMEX lounge losing value daily.
Hate to say it but Amex needs to implement a hefty minimum annual spend for the primary cardholder to have access at all. I’m talking like $50-75k/year. Otherwise the lounges really serve no purpose whatsoever.
Recently flew through Denver. Three hour layover. Took 1.5 hours to get into the lounge. I called to cancel my card and they said I would lose my entire yearly fee paid two months prior. What a mess – will cancel next year, their lounges are a joke.