I was KICKED OUT of the LUXAIR Lounge by RUDE Staff!

[@JoshCahill]

I was sold "lounge access for the period of your transit" as an additional perk, when I booked my flight with Luxair. When I showed up at the lounge I was told that I can only use the lounge an hour before take off, and she ignored the fact that I was sold something else online. At 13:35 the airline messaged me and acknowledged that the lounge supervisor was misinformed and I was told that I can return to the lounge to enjoy my access, which I refused due to the rude behaviour of the staff and asked for a refund instead. A few days after my flight the airline sent me a warning letter said that they are going to sue and ban me if I post this video as it could hurt their image. They are still withholding my money until today. What would you do in this situation?

[@umbertlambert2113]

I might be willing to give a margin of error and naively believe that the woman at the lounge was confused about the type of lounge pass you had. But that smugness and rudeness is inexcusable! I am glad this airline and that woman are getting their comeuppance with the posting of this video. I just hope nothing nasty on the legal front comes up.

[@SilverfoxJB]

Disgraceful way to treat a customer, someone needs to go back to Customer Service school. As for the threat to sue and ban you. It shows it's a company attitude not an individual one.

[@gluffoful]

The threat to sue if you post the video is a huge red flag. Won't be flying with them any time soon.

[@Watfordfc71]

Take the loss and show them for what they are

[@henktl3580]

Sue right back. There's always something. And I'm not even American. ;-)

[@DerekArmsden]

It's probably never been called out before because you were the first person who ever found the lounge at all!

[@chriswilliamson4693]

Yeah, behind a door that looked like a construction zone 😂😂😂 What scammers

[@JAY1892]

😂

[@cyruslad5462]

Lmao

[@mercury3030]

Not really, I found the lounge directly with following the signs. This guy just wants to dramatize. He ran past the way to enter the lounge on his first try.

[@mosca-tse-tse]

😂😂😂😂😂

[@patschannel9513]

Never stop calling these airlines out! You're helping us all.

[@JayC1988]

So 1 person doing a bad job means the whole airline is shit?! 😂

[@Drewinvan]

​@@JayC1988You obviously didn't watch the entire video .

[@iAxianguy]

​@@JayC1988 You must work for ShitAir, I mean LuxAir LOL......😄 Watch the whole clip on how "ShitAir" response to the feedback, it said a lot. So it is not just one person.

[@matthewmic12345]

@@JayC1988 it’s not just the airline, it’s the whole service industry in that country that’s completely low level

[@ironlionzion1380]

Interesting that in Cahill's Facebook post about this incident, most of the respondents took the airline's side. Their main argument was that Josh didn't understand the airline's policy of lounge passes. The airline will respect this pass when doing a normal transit (when the full trip ticket was purchased together as two legs) but in this case Josh purchased two separate tickets for two flights, with a 7 hour layover. So this is not a normal transit. They also added that it is very strange to have such a long layover for a flight to such a close destination, and that he could have easily commuted by ground transportation from Luxembourg to Paris and arrived earlier, or better yet, purchase a ticket for a direct flight as Berlin-Paris is a very popular route. And many also characterised his behaviour at the lounge counter as a Karen himself. I am not taking either side here because I am unclear on the details. Just showing that nothing is 100% clear cut to either side.

[@michaelwebsternz]

Just looked up lounge access now, 5 days later, and it's still available for sale with no time limit.

[@healthy2202]

I would complain right away and get them to give me access like they offered. Bring a pizza with me or have one deliverd. just ham it up all the way. Be on the edge of obnoxious. THat is the video I want to watch.

[@lame7560]

Where did you saw the "NO time limit" ? Terms of Use of the Luxembourg Airport Lounge operated by Luxair Services 2.3. Access to the Lounge is allowed up to four (4) hours before scheduled flight departure.

[@spikefivefivefive]

@@healthy2202 - He was being plenty obnoxious to begin with.

[@jcaam8094]

Being banned from Luxair is hardly a threat, More like a badge of honor.

[@UnbelievableEricthegiraffe]

It's better to have a badge of HONOUR. 100% Better.

[@ttbdrummer]

I flew once

[@TheSafirdragon]

@@UnbelievableEricthegiraffe Honor is the way it is spelled i the US both are equally correct

[@trevorhart545]

Wear Your BAN With Pride! Q. Are you entitled to a Medal like Ex Prince Harry or an unrelated Award?

[@MarkoVukovic0]

@@TheSafirdragon must be a pedantic Englishman. I do wish both of y'all would use metric though. Independant yet still Imperial 😜

[@RugbyRadar]

Luxembourger here. Unfortunately this type of "customer service" person is endemic in the country. A total lack of competition, mixed with a Parisian-style superiority complex means this scene is depressingly familiar. Am glad to see the flight crew were nice at least.

[@Alex_Coaster_Adventurer]

I do agree with you. Though my experience with LuxAir has always been very good (never had a complaint and the food onboard is good). However, I was also refused lounge access (even though I have the LuxAir credit card, the lounge vouchers, etc). It was annoying and I had the same cold experience with the attendant at the front desk of the lounge. Who’s responsible? To me, the supervisors are responsible to report back issues in processes. Who’s accountable? The airline. And for this (responsible vs accountable), makes me think that Josh was too hard in wanting to publicly shame the attendant. Showing the issues in processes is 10000% fine, but publicly shame one person is not (especially when they are not accountable)

[@nikheck7117]

The flight attendants are always lovely but the crew on the ground are always just down right horrible

[@chubbywombat7402]

⁠@@Alex_Coaster_AdventurerHow is he shaming the supervisor? He doesn’t show the face, doesn‘t mention the name. He documented actual behavior as proof for his claim in an unshaming way as possible. How is this shaming?

[@cdl4868]

Waat der Däiwel schreiws du do? Iwwerall kann een schlecht behandelt ginn net nemmen hei am Land. Wann der deen een Betrieb net gefällt, dann sees de ganz einfach das de bei een aaner gees an fäerdech. Heen huet hat net ausschwätze geloos. D'Madame huet normal geschwaat an probeiert et ze erklären. Et ass net hier schold wann däin Patron seet maach et sou, an du hues sou een Client wei hien, deen sech näicht erklären well lossen.

[@Alex_Coaster_Adventurer]

@@chubbywombat7402 There is enough physical cues to be able to recognize the person. He's blaming her behavior and by publishing it he's shaming the behavior ==> he's publicly blaming and shaming. Blaming the airline and the airport is totally ok, doing it to one person is not (even if they're in the wrong)!

[@JM-qd2ky]

If you make a complaint to LuxAir about their failed and rude service they will give you harassment in return. What a horrible company.

[@M1N1Girl007]

That seems to be every airline !

[@kristinaexpat3843]

I’m so sorry you had to go through such a rotten experience! I’m fed up with airlines. I remember when flying used to be a big part of your travels and wonderful experiences……

[@roywee4194]

Some australian companies try to do that. In this case, all the customer is entitled back is refund of lounge fees. The youtube post will definitely hurt their image and reputatiom. Many potential customers just will not buy their services.

[@matthewmic12345]

@@JM-qd2ky welcome to Luxembourg! That’s the way they roll. They think they are the best and superior to anything and anyone but they have no clue that the world has moved on

[@matthewmic12345]

@@JM-qd2ky this is how they roll in Luxembourg: where the customer will always get treated like 💩

[@Si_Hano]

I'm glad you decided to post this video and not back down for fear of being sued or banned. kudo to you!!

[@idunnoanymore2870]

They can’t sue him for defamation due he had it all recorded, he had receipts of the ride agent!

[@effkay3691]

No danger of being sued.

[@kevinp8108]

If you purchased the Luxair Lounge access with a credit card, you should notify your credit card company about your denial and get them to charge back the cost!

[@petergrunendahl8799]

Forget it, Amexo, Master and Visa gives a shit on you as customer and your complaint.

[@krisrybak957]

Not sure how it works where you live, but here in UK credit card companies are obligated to refund customers and charge back vendors if services are not provided

[@guydreamr]

@@petergrunendahl8799 Not in my experience - I've regularly charged back disputed purchases through my bank which is on my Visa card with excellent results.

[@kevinp8108]

@@krisrybak957 - Here in the States, credit card companies are on the side of their cardholders and are committed to protecting them from unscrupulous business practices like Luxair.

[@5084204]

@@petergrunendahl8799 No, they do not shit at you. In Europe, they have to review your complaint and if you have not received the service or product - you will be refunded.

[@randomdriver]

I Luxair is trying to sue paying customers that is absolutely on my blacklist of airlines never to use

[@Pulitnt]

I was going to say "who in its right mind would ever use Luxair anyways?!"

[@rudysy4917]

Boycott Luxair so they go out of business.

[@simonjones-ow1hi]

@@rudysy4917 ffs thats a bit drastic

[@flopunkt3665]

​@@PulitntLuxembourgers who wanna fly somewhere else. Frankfurt, Paris and Brussels are all too far away for them.

[@TrooperClerk]

Looks like QA isn’t the only one in my Blacklist anymore!

[@Marcos-Silva]

As someone from Luxembourg, this is a disgrace and one of the reasons I never fly with them. Don't get me started on how the company treats its employees as well. Also, this whole thing has made it to national news and no one is even surprised by this, Luxair sucks.

[@edouardcharles-henrypueo3028]

Unfortunately yes…

[@betelgeuse111]

Ohhh it made the news! That's great, hopefully it will make the airline rethink their actions from start to finish.

[@matthewmic12345]

Sorry but customer service practically doesn't exist in Luxembourg. I lived in so many countries, bigger and smaller but I have never seen such bad manners and quality of service anywhere else

[@kellylux4873]

@@matthewmic12345 Lol where did you live? Because from what I experience everyday, yes people might not be the friendliest, but they are highly efficient. Not in any other country will you find such quick and swift administrations. Paperwork, post Service, governement, etc. Is really fast and clear. And not to mention their ability to switch between three to four languages.

[@matthewmic12345]

@@kellylux4873 US, Europe and Asia. What you call efficient is not even close to the level of expertise or efficiency you will find in any developed country. Your admin, banking, postal processes are cumbersome, not modern and not client friendly (e.g. opening hours, availability, hospitality.). Please don't even get me started on the unreliable "free" public transport where people were never taught the concept of letting people off first before storming in, and which is btw paid from tax money. The level of your languages is so low that you even ranked in the last spots at the PISA studies in 2019. What's the point in learning four languages when you can't even master one and then end up working for the state. And your "lol" shows the same traits and mentality as the "lovely" lady in the video. Unfortunately you will never understand it. Humility is what Lux locals strongly needs

[@mikesmechanical1102]

It’s so refreshing to see a company worth millions get a social media slap on the cheek. Good work man.

[@desiinamerica]

Thanks for calling them out! One bad employee is excusable (there are always bad apples) but the airline reaction to your complaint is not!

[@thefightgame7543]

As a Luxembourger, this sense of entitlement and crass behaviour is unfortunately pervasive in customer service.

[@JL-cr1lr]

@@thefightgame7543 that’s the problem with blue collar workers in the wealthiest countries or cities. They’re bitter and they take out their anger at people whose lives are better than theirs whenever they get the chance. Same issue with New York, Singapore, etc.

[@anselpronk8779]

@@JL-cr1lrsorry, but in Singapore 🇸🇬 I only have very positive experiences… In New York I was only once at the airport, turned out to be very good as well, but only a one time doesn’t say all.

[@JL-cr1lr]

@@anselpronk8779 very different when you live there… I’ve lived in both cities for over a decade each and the people are generally awful. Of course, when I’m at more upscale places like a Michelin starred restaurant, luxury boutique, or have a first/business class ticket, the service is considerably better. Context is extremely important.

[@cdl4868]

Waat der Däiwel schreiws du do? Iwwerall kann een schlecht behandelt ginn net nemmen hei am Land. Wann der deen een Betrieb net gefällt, dann sees de ganz einfach das de bei een aaner gees an fäerdech. Heen huet hat net ausschwätze geloos. D'Madame huet normal geschwaat an probeiert et ze erklären. Et ass net hier schold wann däin Patron seet maach et sou, an du hues sou een Client wei hien, deen sech näicht erklären well lossen.

[@alessiosem2238]

A luxembourger? I thought they are extinct. I couldn't find any of them when i was there. I met only portuguese and french.

[@quicksesh]

what amazed me was as a supervisor she could actually had checked with the main office but also has the discretion to allow passengers into the lounge - she was just a thoroughly unpleasant staff member.

[@jcshay8121]

This exactly, how did it affect her personally whether he went in or not? She was acting as if she would be fired or face repercussions for letting him in. Meanwhile nobody but her would have given a shit since he paid for access.

[@glamdolly30]

She is power-crazed unfortunately, with a personality entirely unsuited to working with the public. She alone gave Luxair a bad name - but their subsequent belligerence, when they actually owed this customer a humble apology, shows how she has survived and thrived in their crummy organisation!

[@123goodoldmusic]

@jcshay8121 believe it or not, constantly people claim they should be allowed into the lounge although they are not. Where do you draw the line? Every "good will " is payed for by those who go by the rules. There is no free lunch, never.

[@G_de_Coligny]

@@123goodoldmusiche purchased a fuck1ng access to the lounge, how fuck1ng dense do you have to be to side with a company scamming and stealing customers money ?

[@byteme9718]

@@123goodoldmusic He was entitled. What part of that don't you get?

[@YahWay.]

24/07/2024 The dispute between Luxair and aviation KZbinr Josh Cahill has been resolved, after the Luxembourg carrier apologised to the content creator in a letter following a row which saw him banned from the airline’s lounge. Cahill, 38, had documented problems with lounge access at Luxembourg Airport in a KZbin video and published it despite threats of legal action from Luxair. Since then, over 400,000 people have seen the video. After a week and a half, Luxair has relented and apologised to Cahill in a letter, he told the Luxemburger Wort. In addition to the apology, the airline also refunded the KZbinr’s lounge pass

[@med6399]

Should have offered him more than just a refund!🤢🤢🤢 That was the very LEAST that the airline could do…….They have lost a lot of face in the market by their very poor choices! Let us hope the airline learns a serious customer service lesson!🤮🤮🤮

[@knights9987]

@@med6399 YES!

[@cherylchan753]

I doubt it, they probably relented because of that negative exposure.

[@SpeakingRoles]

Still would fly with them

[@ismailjames3781]

Only takeaway from this is that Josh is 38??? What is this dude's skincare routine??

[@jennymark7403]

This happened in the usa and the guy sent 4 demands for a refund all ignored. Being a guy of wealth he went to court and got an order of wind up of the company for failure to pay him, he marched in to the head office with sherrifs and told them he is here to sieze a aircraft for failure to pay him, they nearly had a heart attack, and paid him immediately and his legal fees too, ohh how sweet it was

[@tech9803]

Something similar happened with a bank in Florida, they refused to pay a judgement so the guy showed up with a deputy to seize a bank branch. They paid.

[@joemoya9743]

@@tech9803 I remember that incident. :) Genius.

[@shadowchildme]

News links or it didn't happen

[@FetishArt1]

@@shadowchildme kzbin.info/www/bejne/jonHi2xqp8iniqM

[@DavidKoppana-iq8jr]

I do find this hard to believe. Could we have some documentation, perhaps?

[@lorikremer2709]

The information you provide is enlightening. Having worked in the industry for almost 40 years, when training of staff falls short of the speed of technology, this is what happens. It's most problematic when you have a "supervisor" who gets lost in her own personal weakness rather than viewing this situation through the lens of common sense and good service.

[@murlimohanrao]

My first international trip was to China many years ago through Dragon air, a sister concern of Cathay Pacific from Bangalore, India to Shanghai. The hostess did not serve me the food and I was waiting and waiting. Soon, the lights were also off. I was the only Indian on that flight and only I was not served. When I complained, they literally threw a plate of food on my tray. I made several complaints to the head office in Hong Kong, there was no reply. Since then, I have never flown Cathay Pacific and Dragon Air both. Their behavior was racist and that is something I cannot tolerate.

[@silverblue9286]

The lounge supervisor seems like her indivuality is seperate from the best interest of the airline. So therefore the lounge supervisor should be fired. It's sad but the airline cannot keep their image with employees such as this Karen.

[@MissingInPerson]

well said

[@secretservice1816]

They need to fire that supervisor

[@Fal-911]

Usually airlines literally don’t care about how long you stay in the lounge. I use lounges in Dubai and Doha and Paris and Jeddah and they never asked me to leave. I even stayed in Jeddah for almost 11 hours, eating and drinking and the guys didn’t even bother.

[@jz417]

Don't compare Middle East airlines service to European ones. Wizz air Abu Dhabi is far better than other top european airlines (including airport services, staff kindness, customer approach...

[@virginia2949]

And.......Dont forget the showers and the deluxe massage chairs that make you forget all the rude staff you have to navigate to get to where you are going!

[@dodaz5604]

That's different, different airlines have different policies!

[@dodaz5604]

@@jz417 Wizz air abu dhabi is a subsidiary of a European airline, it's not Middle Eastern. Alitalia, Air France, and KLM are wayyy better than wizz air. Maybe not Emirates, Qatar, and Etihad!

[@JKribbit]

​@@jz417i think it depends on the staff and airline. I once stayed 6 hours in a Finnair lounge in Helsinki for a connect flight. Another time I was in Austrian air's lounge for 5 hours. Never heard any airline limit you to only 1 hour before boarding. It's ridiculous.

[@bugalaman]

When a German complains about bad customer service, you know you messed up.

[@jr.bobdobbs]

Or, why is it always this guy complaining? People don't appreciate that he is also the editor of this video and can frame it as he wants. If everything smells like copro around you, it's time to check your bo.

[@mudi2000a]

@@jr.bobdobbsmaybe others aren’t complaining because they prefer to getting paid to embellish the experience.

[@Philmaster07]

@@jr.bobdobbs you literally can hear what the woman says, you can check the website for the lounge service also the T&Cs.... so he does it with evidence and not with framing...

[@DB-ot2cr]

Clearly you have nothing but AIR between your ears 🤣

[@abdosimon]

@@jr.bobdobbshe isn’t always complaining… he is treated a certain way and no framing is needed given the camera.

[@balancedL]

Thank you for standing up to these corporate bullies. You are the customer and deserve to get what you pay for. They needed to apologize and refund you! How dare they turn around and play victim!

[@melrosetait]

I was thinking of booking with Luxair but on the basis of how you have been treated - and the refusal to offer a refund for a service they prevented you from using - I will instead fly with British Airways which, incidentally, is significantly cheaper. If this is how they treat Josh, I dread to think how anyone not reviewing their services is going to be looked after. A brilliant review!

[@madaboutsnooker147]

Be careful with British Airways in certain situations. Their ticketing system has glitches with s7 airlines partnership. Made a rebookinh of a flight with s7 via BA telephone and because my ticket never showed up in the mail, neither in spam, I never got a new booking code and came to kazan airport and they said 'niet no ticket'. Ended up getting on by bullying them and not realizing how stupid that was in Russia but ye... 2012... Rebooking in domodedovo plus phone bills ended up costing me 2-3000dollars. And BA never acknowledged the issue caused by them. They gave 10000avios and laughed in my face. Had I had the followers on KZbin like I did my music, I would actually have made a video about it. Never BA again. Or s7.

[@melrosetait]

@@madaboutsnooker147 I agree that BA is not perfect. I had 400+ Avios disappear from my account and it took a long time and lots of calls to get them back. But this Luxair scam is far worse than BA incompetence.

[@Mila.lxmb17]

it usually is not like this, she was just rude, the airline is great indeed!

[@melrosetait]

@@Mila.lxmb17 So why did it threaten to sue Josh if he repeated the allegation?

[@Mila.lxmb17]

@@melrosetait they wouldn’t do that, that lady was just not nice

[@markstewart7559]

After this despicable behaviour, they chose to make it 1000 times worse by not only withholding your refund but also threatening to sue you. This can sometimes indicate a business in serious financial trouble!

[@willjNZ]

You're quite right, that can often be the case, I wonder?

[@justsomeguy6474]

I'm a Canadian and I'm glad I watched this before my 3 week trip to Europe at the end August. I have 2 flights with Luxair over that time and now I hope I have time to change those.

[@justsomeguy6474]

@@luxair1997andTAP I guess I'll find out. I was only able to change one of my flights to another carrier.

[@justsomeguy6474]

I guess I get to find out. I was only able to change one of my Luxair flights.

[@justsomeguy6474]

@@TheUnforgiven69 No I don't have anything bad to say about A/C. A friend of mine has worked there for over 15 years and I always get bumped to business class if there are seats available.

[@rsmaster5637]

Luxair is Blacklisted for the rest of my life .. thank you

[@waterlilly1498]

Please, don't panic. I fly with luxair almost every month because of work. I NEVER experienced anything, that would make me not want to fly with them again. It's a modern airport, friendly staff, good food on board. He had ONE bad experience, to tell people not to fly with them is a bit much

[@stuartcolley8786]

Hi Josh. You made the national news channel RTL here in Luxembourg which is how I came across your experience. Really not good publicity for Luxair. And you’re so right about the signage at the airport. Let’s hope they learn from mistakes when the new terminal opens.

[@Alex_Coaster_Adventurer]

He's right on some points. However I think his reaction is not proportionate. The lady at the counter is not accountable for lounger policies she was trained on, she shouldn't be publicly ashamed. I'm also Luxembourgish and filming someone working is not legal in our country. Again, he has some points but his way to deal with the situation is disproportioned and also illegal.

[@Planesarecool124]

@@Alex_Coaster_AdventurerI disagree with your point. He paid for a service he deserves to get it! He also blurred out her face so he was being very respectful as well.

[@Alex_Coaster_Adventurer]

@@Planesarecool124 he does deserve to get it, that’s true. What’s also true is that the front desk agent probably made a mistake (I don’t know their policies to the letter, nor do I know the entire context). Making a mistake is fine, being publicly shamed for it is not. There is enough physical cues to be able to recognise the person. If he really wanted her to stay anonymous, he shouldn’t point the camera at her or only include the vocal from the recording.

[@nishwithdilani]

@@Alex_Coaster_Adventurer She looks like encountering similar situations quite frequently. So, I think she should have prepared a better response than the blunt refusal. Waiting 7 hours in a boring airport is not a joke, so being the interface for the company she should have react more professionally. That is not a local seven-eleven. That is THE Lounge of an International airline. And... 7 hours Lounge time for 1 hour Business class trip? ..that also looks like trying to scam the airline.

[@Alex_Coaster_Adventurer]

@@nishwithdilani I don’t know the full context, that’s why I don’t want to blame the lady at the counter. 7 hours in Luxembourg tbh there are better things to do then staying at the lounge (that is small). Besides drinking some crémant, there is nothing to do.

[@sandyneedham6499]

I hope that Luxembourg's Grand Duke Henri was watching this to see how Luxair is portraying Luxembourg in the eyes of visitors!

[@N0N4M30]

Man couldn’t care less 😂

[@dongiovanni8899]

is he an elected leader?

[@simonsmith8974]

@@dongiovanni8899He’s a monarch

[@danganbeg7225]

​@@simonsmith8974Ah! One of those leeches!

[@maxlunatic6545]

Who cares - lux is just tax heaven for UE. It is non country

[@bufordmaddogtannen]

A few years ago, a luxair gate agent tried to argue that my national ID card wasn't good to travel through Europe. I told her that if she had a problem she should argue with the border police officer who let me through and with Luxair who allowed me to use that ID to check in.

[@limammah3353]

She was so rude, I can see the smile of satisfaction on her face. I will never fly Luxair

[@lukavujeva6584]

She created a great exposure for the brand 😂. I guess they will realize it now when the video is out. What really amazes me is the fact that she says , yeah you have purchased it online but that’s why I’m here to inform you that you cannot access the lounge. 😂😂 That is soooo bizarre.

[@Alex_Coaster_Adventurer]

For me there is a difference between being responsible for something and being accountable for something. Is she responsible? Yes, she’s responsible for lounge accesses (which means to also report issues in processes and drive changes in these processes) But is she accountable? I don’t think so. The airline is accountable. Based on that, I think asking names and trying to publicly shame one person is disproportionate.

[@glamdolly30]

@@Alex_Coaster_Adventurer That individual works in a front-facing, customer service role for a commercial airline - of course she should provide her name when asked for it! She wouldn't even provide her first name, only her staff number. That is ridiculous, unprofessional, and frankly shady. If you are not willing to give your name and be fully accountable you should not be in that career, end of story.

[@andybrown6981]

@@glamdolly30 Maybe she saw there was a hidden camera and a guy pointing finger at her just freaked her out.

[@glamdolly30]

@@andybrown6981 Nah - she would definitely have made a huge deal of it if she knew he was filming him. She never mentioned it, because she didn't know. Even putting the most positive spin on this woman's conduct, she was inexcusably/unnecessarily hostile and abrasive to a polite, paying customer. Her smirking only confirmed how unprofessional she is!

[@MMLL369]

@@Alex_Coaster_Adventurer I think the supervisor lady was just dumb, she could have gotten away by calling her superior to resolve such non-routine situation. Instead, she exercised the ultimate power of her position by asking the guest to leave the premises, she totally owe it to make it on national news. Smart bosses seldom admit being the boss when facing customers, it gives them enough leeway to navigate situations.

[@DimitriTheSaint]

Your review about Luxair and Luxembourg Findel airport is spot on, rude staff and airport beyond capacity.

[@Alex_Coaster_Adventurer]

Tho, no employee deserves to be publicly blamed.. blaming the airline and the airport is fine, blaming one person is not.

[@silentone503]

It's always that one employee who opens up the company to a potential lawsuit...

[@SINNER666-v3d]

As a regular international flyer I will never forget the name Luxair & will AVOID them at all times. Thank you & Kia Ora from New Zealand 👍👏

[@Alex_Coaster_Adventurer]

Luxair is a very nice company tbh.. flown with them many times and always had an amazing experience. One bad experience doesn't = bad customer service

[@clopyify]

+1

[@SB-hj3mg]

Air France is as rude if not more!

[@StevieOnHisBike]

I had exactly the opposite experience as Josh with Air New Zealand a few years back. Business class LHR into Auckland then cattle to Wellington. Hadn't paid for lounge access whilst in Auckland but, as I was absolutely battered, decided try my luck and get in. The loveliest, friendliest staff you could ever meet - made a long layover a lot more comfy. Love Air NZ! 😀

[@UKDagnar]

So up to the legal threat I was prepared to write it off as a mistake compounded by a rude person but the legal threat makes it clear it's a company to avoid in the future.

[@GeorgLundgren]

Just cancelled my flights with Luxair. Unbelievable how they treat customers and then try to threaten them on top of that.

[@lisaflores2016]

Good 4 you! I hope your new flight treated you well 😊

[@maggiew2167]

Now that we are empty nesters, my husband and I have begun traveling extensively overseas. We are blessed that we can do so but equally blessed that we have the financial freedom to choose where/how we get there. Videos like this really help us decide where to spend our money.

[@emeryagnan]

For me, Josh is a hero.

[@Maverik028]

Josh CAHILL is Fire. You cant bring him down, you cannot change his honesty!

[@matthiass1346]

So first they admitted they were wrong and wanted you to use only a part of the service you paid for and after you politely declined for good reasons, they threatened you? Sounds like a fun bunch of people at Luxair. I'm curious on how this will evolve. Especially because they are definitely in the wrong. Neither the booking site for paid lounge access nor the terms and conditions mention a time limit for lounge visits. Just the opening hours.

[@tritonlandscaping1505]

just empty threats and a dumb move driven by ego from their leadership.

[@neomatrix3612]

I liked the way you dealt with them. Kept very professional but still stood your ground.

[@Concernedviewer01]

Ask your credit card company to refund this as you were scammed.

[@Sanderford]

100%

[@josh3771]

Seems their PR team is taking notes from Qatar

[@sdfft820]

Qatar is a country that houses the head of a terrorist organization.

[@Ryanhothersall]

Unfortunately yes.

[@Anderten1989]

Maybe they are all out off the same clown factory? :D

[@WhiteAngel14ProMax]

Maybe from Lufthansa

[@dongiovanni8899]

Star Alliance?

[@HeikoWerth]

This is really the stupidest thing an airline can do. The " good thing" is that the airline is so insignificant that you can ignore it in the future.

[@HusseinDoha]

But the guy was childish!

[@trevorhart545]

@@HusseinDoha What a load of Coddswallop you post. The LuxAir girl was RUDE, she had the paperwork and IF it was sold in error she has just 2 options. 1. Let him Use the Lounge OR 2. Pay him back what he was Illegally charged PLUS Compensation for LuxAir FAILURE. She chose to be a NASTY PERSON and so have LuxAir. Hussein Doha are you the CEO or CFO or PR Head of LuxAir?

[@travellingmomente6506]

Absolut richtig, lass Dich nicht erpressen. Solche Reviews sind wichtig, weiter so!❤

[@cbiasizzo]

As a seasoned flight attendant who has seen it all, Josh, hear me out. Never argue with the agent, even if the agent is wrong. You have everything in writing!! Always book using a major credit card because the credit card company will fight for you, using Purchase Guarantee Insurance. I'm sorry this happened to you!! Luxair screwed up, and the agent has strings attached. Yes, she could have phoned a supervisor!! But the best thing to do is file a dispute, and use video footage as proof. LOVE your channel, bro!!

[@Christopher-th5m]

Filing a dispute is useless! When you have a layover you want to use the lounge you have paid for. You don't get that time back. Filing a dispute is a waste of time.

[@goytabr]

@@Christopher-th5m, yes, you won't get that time back, but at least you will get your MONEY back for what you paid and didn't receive. I would agree with you if Josh were flying all-business class and had guaranteed lounge access included with his class of service, so he wouldn't have paid anything extra, and then were denied access for obscure reasons, but in this case he paid EXTRA for that, and not delivering what one paid for is illegal anywhere in the world.

[@frankb1]

I agree not to get into an argument with an airline agent because you are potentially making a simple breach of contract into a more complicated situation. And by "file a dispute," I assume you are talking about filing a chargeback claim with the credit card issuer.

[@atnl123]

I agree. And never reply to their messages without consulting a lawyer first. You have nothing to gain by that and are only furnishing them with ammunition they can use against you. In a legal dispute, every word counts and can potentially be used against you.

[@stuartb3609]

@@Christopher-th5m Apparently you can’t book this as a single trip, only as 2 flights, so if that is the case it is not a ‘transit’ or layover. He in effect turned up 8 hours before his flight. Most lounges do have a time limit due to crowding issues.

[@flopunkt3665]

Luxembourg is where French rudeness gets amplified with German rudeness.

[@petergibbs1683]

Im an English guy & i used to be a European driver. My favourite country driving through was Germany. By far the people there could nopt have been more hlpful. I only remember 1 guy at 1 specific company ( i dont remember its name ) where the chap who told you it was you to be unloaded next was horrible to me. He would not let me get unloaded any time a Grman driver came in & he kept me waitng for a very very long time. The girls in the office though ( once i got in there ) could not have been nicer & i did report him. But on the whole i loved dealing with the Germans. Just 1st class & i would reccomend Germany & its people to anyone.

[@carolineluciamichalski2804]

@@petergibbs1683it might depend where in Germany. And I’m glad you had such a nice experience. I’m German and I find most Germans very rude. I hated living there as a child already and moved abroad as soon as finishing school. I could give you many examples. What stands out to me the most is how money driven Germans are and how one has nothing to say if one isn’t part of the high earner’s class. It shows so much in the healthcare system where money should matter the least. Only private patients that have either private insurance or are paying out of pocket get treated. The others get the minimum in order to survive.I find Germans rude but their major characteristic is being merciless.

[@christianamerican7875]

Damn, that's a double whammy rudeness!

[@flopunkt3665]

@@petergibbs1683 I'm glad to hear that. But I can't stop thinking that this was probably back in the 80s, 90s or early 2000s. I currently work in the office building of a large factory in Germany and I'm ashamed by the fact that my company has a policy of not letting truck drivers use our toilets.

[@flopunkt3665]

@@carolineluciamichalski2804 I'm sorry but doctors want to make good money everywhere in the world. It's naive to think they're just good Samaritans. I think that the access to good healthcare is much worse in a lot of other European countries. What annoys me is the rudeness in day to day life. People jump in line, everybody wants to be first everywhere and nobody has got time to wait. When there's an obstacle, be it on the road or on a hiking trail, people just force their way through instead of waiting and letting the other one pass. Life in Germany is stressful.

[@budapestflyer99]

Wow! This woman was super arrogant and on a massive ego trip. Interesting to see that the airline acknowledged that they were wrong and later sent you a warning letter. I'm sure she lied about the whole incident to save her face and said you harassed her or such nonsense, she looks like a MASSIVE KAREN! I'm sure we will see a Sam Chui "Luxair - World's Best Airline" video in the upcoming weeks as he always does when you showcase these gangster airlines (hello Qatar).

[@mholtebeck]

@@SilverfoxJBI’ve never watch Sam’s videos.

[@p4n23r]

​@@mholtebeckDONT, he being paid by the airline.

[@madfinntech]

Yeah. Good he got it on video.

[@thilomanten8701]

Can Sam Chui then called the "beach" of the airline industry!?

[@b0tterman]

She's really on a power trip. You know those arrogant morons who have a small job and they go on a power trip to make themselves feel superior. Who made her so miserable in her life that she has to take it out on others? Sad.

[@cup_of_tea4512]

That’s funny how they say that this video might hurt their image and not hostile rude lounge supervisor. And it’s also funny that lounge supervisor was repeating multiple times “and that’s why we are here (to deny your access)” and turned out it was her who was misinformed and didn’t know company policy regarding lounge stay

[@filipdemeyer644]

Quite rude lady indeed, but your start of the conversation was not exactly peaceful either… That probably didn’t help things

[@NathanBeveridge]

I suspect that it looked like that because of the way it was edited. It seemed like maybe he wasn’t recording the beginning of the conversation and then when he was refused he started recording the interaction. Without the first bit it looks like he came in heavy, I suspect he didn’t though. It looks like this was a “hold on… let’s be clear on what you just told me a moment ago (with the camera running)” sort of moment of astonishment 😮

[@sigma_z]

It looked like you were combative and instigated the aggressive behaviour. People working in the airline industry do not get paid enough to listen to or deal with people's aggressive behaviour. Unfortunately, it looked like you were/are salty for not getting your way even if there was some misunderstanding. Never assume someone's behaviour if you don't look at your own. Maybe you have a social media following but that does not entitle you to anything more than the average person.

[@gillesblanchard1699]

@@sigma_z Tu fais parti de Luxair?

[@ir4qi0]

You're one of the best, if not, the best airline reviewer. You're honest and it's really appreciated as you make a difference. ❤

[@streetwalkerseye]

Easy Ban with this kind of staff working for them..... word will be spread ! People like this arrogant "karen" brings ground staff a bad name ! SHAME and hope she gets fired I honestly want to get to that lounge just to meet this "Karen" , to put her in place!

[@laurentsauber678]

i love luxair i loce luxemburg, come back more often!

[@adelguy67]

I will never consider flying Lux Air after the experience you had with them!

[@manu.yt25]

What a terrible supervisor, not even giving her name, Luxair should get rid of her.

[@UninstallingWindows]

I have a hunch that she is doing exactly what she was instructed to do.

[@Tiniuvielle]

She was complettely right to not give her name, it's like in a lot of jobs actually: ATCO, Police officer... They give you a pre defined fake name or a number to identify them to the company or the authority if needed but so they can't be harassed online, especially when she was filmed here, of course she won't give her name. But just take her number if you want to complaint to the company. At worst, they know who was on duty that day... Giving her name was complettely useless and arguing to get it was too..

[@Tiniuvielle]

She was complettely right to not give her name, it's like in a lot of jobs actually: ATCO, Police officer... They give you a pre defined fake name or a number to identify them to the company or the authority if needed but so they can't be harassed online, especially when she was filmed here, of course she won't give her name. But just take her number if you want to complaint to the company. At worst, they know who was on duty that day... Giving her name was complettely useless and arguing to get it was too..

[@grapesofwrath1984]

She’ll probably be awarded.

[@grapesofwrath1984]

@@TiniuvielleShe had a name badge. She hid it.

[@Grenadier96]

Well done Josh. My experience of mixing Economy and Business Class is that it's pretty much a complete facade. When you fly Business, you can tell many staff simply pretend to make you feel special because they have to. The moment you stray close to the boundary between Economy and Business you see their true colours. I used to commute weekly between Zurich and Heathrow on Swiss. I always flew Business. I used to change clothes to travel from work attire to something much more comfortable. I was always singled out to check my boarding pass whilst approaching the lounge, or express security lane, always with a stern looking frown based on the assumption I was lost cattle, or trying to chance it. The immediate switch of attitudes used to stick in my throat. I have absolutely no issues with showing my boarding pass to access Business Class services, but it was the crap attitude until I did so that got up my nose. Ditto British Airways. Except on British Airways, I have found that the ground staff maintain that indifferent attitude even once you have shown them your boarding pass. I have never expected anyone to bow or doff their hat simply because I am a Business Class passenger, but it's the arrogance they seem to show to what they think is an Economy passenger that gets up my nose. They seem to forget that even as an Economy passenger you have usually still parted with a significant amount of money to travel, which does not entitle them to speak to you like a piece of luggage.

That change from business clothes to casual is key. Airline and airport staff treat you accordingly. I had a similar experience with United Airlines in Chicago. I went to the bathroom and change clothes, and the treatment was different. They assume about you according to how you look. They are all the same. No matter the airline, airport, or country.

[@MM-oz9bi]

Unfortunate. What they fail to realize is both are Business and Econmy are paying their salaries. Their attitude only creates a bad expereience, which in turn loses customers to better customer focussed providers.

[@ali1-931]

Being banned from Luxair is a blessing in disguise, now people will know better than to use this incompetent Airlines and they won't have to face these rude, disgraceful workers at Luxair.

[@henryshen5445]

I'm from South Africa and when I was a kid my dad booked us on Luxair from Johannesburg to Luxembourg. The B747SPs only had passenger on the upper deck while the entire lower deck were for cargo.

[@SenseAll]

Interesting.

[@andrewknight665]

Interesting? In what way?

[@tstieber]

​@@andrewknight665 it seems so unusual to have a long flight that's mostly cargo and relatively few passengers

[@carolynpetrie6266]

@@tstieberwhy? Better to have a full aircraft and get paid to carry goods if they’re aren’t enough passengers. It would be different now with health and safety issues.

[@AlexandervonKoslowski]

Two airlines were flying from Luxembourg to South Africa. Luxair as a passengerflight and Cargolux, provided passenger service on the upper deck. Until 1990 Cargolux was offering this service to their destinations served by a 747. During the Apartheid there was not too much traffic to SA and SAA had no overflight rights for several states in Africa, they had to fly across the Atlantic, with a fuel stop in Las Palmas or the Capverdian Island. (SAL) So the flight from Luxembourg was attractive also budget-wise.

[@_mailer]

Any reasonable supervisor would have agreed to an exception in your case, especially after admitting that there's likely been a miscommunication within the airline on how the lounge access should be offered online. Completely pointless to become so hostile and dismissive against one person. What's *one* more person in the lounge going to do, compared to staining their reputation as an airline like this?

[@ukdavepianoman]

Awful service at the lounge. Supervisor didn't understand (and ignored) the terms under which lounge access had been bought. I'd ignore the threat of being banned by LuxAir as I can't see a reason to fly with them again. As for the threat of sueing for posting a video - they don't have any case. They're just running scared.

[@apophistechandreviews2740]

I love how rude some of the lounge staff can be if you don't show up in a suit and tie 😂 Always pleasantly remind those people that we pay their wages and they should be respectful to anyone who buys their access or those who travel frequently And of course you should get what you pay for! If it's advertised online as such than you have your right to these privileges when you made the purchase and technically they aren't allowed to deny you unless the lounge is fully booked at that time (sometimes also an excuse to not let you in) I am sorry this happened, I myself have had it happen on rare occasions but this shouldn't happen if you pay 100s of dollars per year for the loungekey, dragonpass or any lounge network Keep exposing these scams, it's doing us all a favour ❤ Subscribed

[@deeser]

Luxair just made a whole lot of people's list of airlines to avoid at all costs. To move the focus away from the utterly rude staff at the lounge, it's the airline's down right lies in their T&Cs that is the real shithousery here!

[@Alex_Coaster_Adventurer]

The airline in itself is very good l tbh. The flight attendants are amazing, the food is great and there is a good care for everything related to the flight in itself. But it’s true that the lounge is an issue (I have also been refused).

[@MrJohnreader]

That lady should not be working for the airline!! Disgusting

[@johnl4933]

And what about the airline's behavior?

[@karenrogers9034]

Dont Mess with British Airways Staff in Cabin they Win My award for Rudeness and Not a One off its 99.9% of cabin staff ,Virgin are Better and Emirates Win on customer Care award from me

[@grapesofwrath1984]

That lady is exactly working as expected by the airline.

[@amschelmayer.7092]

Minions!, calling a monster 'lady'.

[@Piusplac]

She repeated everything is about company rules, guess just very bad management on the airline side - employees nowadays can't decide too much on their side.

[@aviation1337]

Josh thank you for being honest and by being honest you are helping many people choose the right airline

[@randominternetscientist]

Keep fighting the good fight Josh! Us everyday travelers face these kinds of aggressive and dismissive behavior from airline staff all the time and are powerless to do anything about it. You're doing amazing work pushing back on the injustices and helping to show just how common these kinds of interactions are. Thank you!!!

[@itsmeanne]

13:09 what an awesome person your patreon is!!! He saved your day I’m sure by coming to your rescue. What a good deed. I hope he gets many kind returns!! 👏👏👏👏👏

[@Justicia007]

I think it's so awesome that he hangs out with a patreon follower! Fun. Sorry about the rudeness of Luxor, Good for you for standing up to them

[@DjAaronH]

Maybe Sam Chui called them ahead of your arrival to deny you entry! 😆😆😆

[@joanneroberts855]

😂😂

[@jdejde6015]

And he got 100 usd for this and guaranteed access to the lounge

[@Aranjuezman]

😂🤣🤣🤣

[@cyrilkatatak2267]

Sam is definitely one of those working with the airlines.

[@suave-rider]

Sam is basically a fraud and a shyster.

[@ye6207]

I still dont understand why you were denied, which arguments were used, etc... the video has been cut when entering the lounge. Could you please clarify this?

[@aviation1337]

From my understanding he never entered the lounge

[@buschbohne001]

Josh explained that in the video shortly. According to the supervisor he had only lounge access for one hour before departure, he had an eight-hour transit, so she denied him access.

[@ye6207]

​@buschbohne001 in that case, I think the term scam is correct in that case.

[@scotfree21]

Your videos are so informative & interesting. I can’t stop watching them.Cheers

[@wendytsui0]

I know you can't show her face, but I do wish we could see her face. Thank you for exposing their scamming act and arrogant staff. You've done the right thing. Everyone should boycott this airline.

[@joanneroberts855]

I'd recognise her,don't need the face😂

[@henkjanvanraikonnen5073]

@@joanneroberts855🤡

[@leodjondo3489]

That's fair, if she doesn't want to give her name, as a manager, I don't respect her enough to hide her face lol

[@hendrikschuur9755]

See her face????????NO THANKS.

[@leodjondo3489]

@@hendrikschuur9755 hey that's rude, she was born like this 🤣🤣🤣🤣🤣

[@kebo42]

How pathetic this woman was

[@gutoguimaraes7277]

Rude and unprofessional!

[@sirxavior1583]

That's life. When you have someone that's never been in a position of power and you give them power, this happens. In N. America for example most people working in hospitality are the people that actually don't want to be working in hospitality and sorta stuck doing it because they can't do any other job.

[@Irish_Explorer]

Hope that she gets dismissed for disrespecting customers

[@kebo42]

Thank you guys for so many likes❤️❤️❤️

[@ghostdaisuke5703]

That's why they put women like her at front desk. Usually when you communicate with women like her, just be ready for this. Airlines just want you go away and leave money with them.

[@delta_cosmic]

At some point, we are gonna have a list of airlines that have banned Josh. it speaks volumes with how greedy they can be.

[@jeffies2821]

Or what a jerk Josh is

[@oftersent1537]

@@jeffies2821Why would someone be a jerk for wanting what they paid for?

[@rolandkoreman5676]

Give it few years and there will be a list of airlines that haven’t banned him😂😂😂

[@Marcyang]

Thanks!

[@sorwar2024]

Are we able to see the whole interaction please as this starts off with Josh calling LuxAir a "scammer" and so of course that would mean the lady would get defensive? From my viewpoint she did not seem overly rude and it looks like they both got a little heated with each other.

[@kchoedon23]

When they make it very hard to find the lounge itself, you know it’s a hustle 😅

[@Martin_Gruber]

It´s just funny when a German youtuber and the German speaking staff at the lounge communicate in English 🐸

[@Canleaf08]

In LU it is much more complicated. Officially it is French spoken. But might see some shops which only serve you in German, Letzeburgish or French. But not an excuse for bad cust service.

[@supot2523]

@@Canleaf08 actually French, German and Lëtzebuergesch are the official languages. - Though a decent part of the "lower working class" people are hired from France, thus mainly French spoken in these situations.

[@gatopreto]

Just been to that lounge last week and they spoke German with me

[@DovidM]

@@Canleaf08Office workers seem to know English well. However, that cannot be expected of every line of work.

[@N0N4M30]

@@Canleaf08French is NOT THE OFFICIAL LANGUAGE !!!!!!!!! It’s LUXEMBURGISH !!!!!! Stop spreading misinformation

[@jimbotron70]

Congratulations Luxair, a resounding PR success, especially for the intimidation letter 👍

[@skwb1973]

Note to self: 1) Ban LuxAir 2) avoid Luxembourg airport

[@peterturnbull9133]

Great job - Luxair is off my travel list. To threaten you after admiting their error, and not providing a refund for a service they refused you. They rely on it just being too much trouble for the 'little guy'. I'm sure you wont worry about being banned from their airline :).

[@robertheinrich2994]

and here lies a much bigger problem for them. they admitted their error. if they actually sue, the judge would seriously scratch his head, because suing him for telling people about something they did, admitted they did, and kept the money is a sure way to not only lose the case but to also get the lawyer into hot water because of a frivolous lawsuit (and that's why they might have a hard time finding a lawyer who would even do that). oh, and it's a wonderful way to get some of that sweet sweet streisand effect.

[@Alex_Coaster_Adventurer]

@@robertheinrich2994 They do have a ground to sue him.. it's illegal to film an employee (or anyone if they are the main subject of the clip) in Luxembourg. Only with that they can get him in trouble.

[@robertheinrich2994]

@@Alex_Coaster_Adventurer okay, that's a valid point with luxembourgs law. but how bad can it be?

[@Alex_Coaster_Adventurer]

@@robertheinrich2994 I don't know, but it surely can be enough to ban someone from the lounger, the airport and the airline (as they stated in their letter => if he's publishing; he's facing a ban. And he gave them the grounds for that ban on a silver platter).

[@robertheinrich2994]

@@Alex_Coaster_Adventurer I guess, they need to bring that reason immediately. not a few days later. but yes, there were a few ways to make it a bit better.

[@DirkGotthard]

Hey Josh, I am living in Trier (which you obviously visited during your transfer), hence I use Luxair quite a lot (>100) When they opend the new airport years ago it was by far my preffered airport. It was small, well organized and I remember arriving 20 minutes before departure and still making the flight. With a number of new airlines flying to Luxemburg it was turning. The airport is always packed. The once quite spectacular lounge is now alway full and it is hard to find an empty seat. Staff usualy is very friendly, however there are always some people beeing arrogant. Sorry for your experience, but it doesn‘t surprise me at all. Its a bit like you said. They just don‘t care about their customers. And guess what… they are earning serious money in there jobs. Keep up your great work. I love your reviews that are not paid or supported by the airlines.

[@MrMDH1986]

Well done, Josh. What you’re doing with your reviews is indispensable to us, real paying customers. Take care and good flying!

[@davidwebb4904]

Banned from the US, banned from Qatar Air, banned from Luxair. You know you are doing it right.

[@emptywig]

Wait, he's banned from the US? I didn't know this? Why?

[@davidwebb4904]

@@emptywig bec hes visited “forbidden” countries. Thus he is now An Enemy of the State.

[@matthewb9824]

@@emptywig, because of his trip to North Korea and other sanctioned countries (I think also Iran), the US authorities will not allow him - or anyone - into the US if you have visited one of those sanctioned countries.

[@nobbi73a]

@@matthewb9824 normally it is not a problem, the only thing is that you cannot use ESTA for entering the US, but you have to apply for a Visa, which is more expensive. But it is possible.

[@DannyMacart]

If josh is banned from USA why is Sam chui not banned as well ?

[@ChrisInOsaka]

I had a similar experience with Emirates flying Osaka to Zagreb via Dubai. Tried to upgrade to business with points, but Emirates had started using Fly Dubai for the Dubai-Zagreb portion (used to be a 777er) and, even though I booked through Emirates, they didn’t recognize Fly Dubai even though it’s owned by them. I phoned, they told me to phone the other and vice versa. I arrived in Dubai on a business class ticket and tried to go to a lounge, they wouldn’t let me in because the next leg was economy (was told by emirates ticketing to wait till the gate opened to try to upgrade!) I told them I had silver status, they said they don’t recognize the status if the flight is with Fly Dubai. I explained I didn’t choose Fly Dubai, they switched the service and I bought the ticket through Emirates. The guy just gave me the worst F. you grin, like I was a bum trying to sneak into an elite club and spoke to me like I was a complete loser in front of all the other travelers coming and going. Basically told me to leave. Ruined my opinion of Emirates.

[@AlfonsStrandhall-ht5tl]

Emirates airlines: I also have bad experience with them. In Abu Dhabi they took my wife away from me and we were rebooked via different airports. Horrible experience, Emirates Airlines gives a non-professional, careless and shameless impression!

[@acidkhmer]

Same Experience With Emirates and Etihad, worst humanbeing working in the aviation, never, i will never flight with this 2 again.

[@gordongraham]

Yeah this happened to me too

[@kingplatform2255]

@@AlfonsStrandhall-ht5tl emirates is Dubai based. Etihad is Abu Dhabi based

[@joannedelaney3866]

Wow! Thank you for this video. I feel that your review was extremely fair and balanced. Not that this incident should be happening in the 1st place , but all they had to do was apologise to you and return your money, guaranteeing that if they sell a product it is available, also reviewing/retraining their lounge reception staff. The only ones responsible for damaging the airlines image is the airline themselves, threatening and talking down to a customer for pointing out that they have paid for a service that wasn’t received and then treat badly by a so called supervisor is not the best image that an airline could offer!

[@snakeplissken1754]

1:42 The problem isn´t that germans aren´t efficient and well structured. The problem is that everything becomes more and more over bureaucratic. You pretty much have lists for protocols for different forms that serve no purpose but to create an artificial reason to give a job to a chair warmer, while also making sure that any efficiency flies out the window as any process is bogged down with unbelievable irrelevant horse manure.

[@SH-ly1uy]

And it’s Berlin. Hippie capital with lazy people

[@lecrab]

This could have been solved easy: the lady supervisor could have explained and grant access anyway. Why didn't she do that? Is Luxair in trouble and cannot afford it?

[@tritonlandscaping1505]

people are perpelexingly loyal to their billionaire overlords.

[@stephanedirand6535]

I agree, in doubt about the terms & conditions, just give him access to the lounge and you have a happy customer. The price to pay was an occupied seat for a few hours and maybe $10 worth of food & drinks? Wow, now the damage to the brand will cost them way more than that.

[@dr.francodebellefort4209]

Monster, not 'lady'. Chicken!

[@murzart]

She was so stubborn, but at the same time enjoying her "supervisory" power trip and banned Josh access to the lounge... besides, they probably did it on purpose to hide their lounge, so less passengers would find them

[@akumar7366]

Iam so shocked by your experience, you are incredibly polite always and this poor service is totally unacceptable .

[@jeffies2821]

Josh has a reputation in the industry. He is not polite and in this video you can see how aggressive he is with the lady

[@Nomadtibet59]

Josh is a well mannered gentleman, he doesn’t go around and kisses airlines and their crews, in order to get free tickets and services. He is simply asking for services which he deserves.

[@Lakesider52]

@@jeffies2821 You're criticising the victim! If that Karen had not tried to scam Josh, there would have been no unpleasantness whatsoever. Also, failing to provide her name, especially in a customer facing role, is totally unacceptable.Josh was polite and not aggressive but I could not say the same about Karen.

[@jeffies2821]

@@Nomadtibet59 then why is he banned from so many airlines?

[@jeffies2821]

@@Lakesider52 she did not sell him anything but I agree the airline fucked up but he was overly aggressive with her

[@matteusunderpressure7835]

Oh my god, banned by Luxair?! How will you survive? Will it at all be possible to continue your channel, aber pissing off these giants of the industry?

[@trendingsoftware]

😂

[@hazptmedia]

😂😂

[@user-ty7vy3ik3n]

😂😂😂😭

[@trendingsoftware]

@@user-ty7vy3ik3n 😂😂😂😂😂

[@frankb1]

LOL

[@CedricBerneburg]

Josh, thanks! I had so many similar experiences with the rude luxair lounge stuff. I am flying a lot with KLM out of LUX, since I’ve platinum status and this is the partner lounge, I am entitled to have access. However the lounge stuff is so often unaware of the access policy and I was so often denied access. Luxair really needs to improve their staff.

[@Alex_Coaster_Adventurer]

Who goes through Luxembourg and stays to the lounge for 8 hours? That's not the best use of time here. It's small and besides drinking crémant there is not much to do. For any one having going through Luxembourg that has a 5 + hour transit (which is in itself suuuuper rare), I would advise you to go to the city center. Public transport is free and very well organized. The city has a good atmosphere and it's a better use of time than staying in a tiny lounger.

[@graze105]

That's not really the point of this video. He's not a travel vlogger, he's an airline reviewer.

[@ginty9041]

@@Ben-xe8ps really good point - this was not a transit flight, in reality it was two separate sectors.

[@emmawatson2969]

@@Alex_Coaster_Adventurer He wasn’t reviewing the city ergo the need to checkout the lounge access!His video is about reviewing the airline !!

[@greggw.brevoort]

You're kind of missing the point. Like, entirely.

[@topcapital]

@@Ben-xe8psI agree 100%. Luxair is an excellent airline and staff are super nice and polite. The one trying to “scam” here is maybe the one complaining?

[@kitscoty5766]

I feel like I missed something. The lounge part seemed to start right in the middle of the conversation, and opened with you talking about scams. You were blaming her for a corporate policy, and kept trying to somewhat bully her into giving her name although she gave you her number, which would identify her. I didn't see her smiling or laughing at you, maybe I missed it.

[@egongold3943]

Fanboy detected!

[@brandonsmith666]

must be ceo of the pos airline

[@Smithpolly]

@@egongold3943 I don't have skin in the game either way. All I know about the presenter and the airline is what I see in this video and I think kitscoty5766 makes a reasonable point. It does seem to start mid conversation and he wasn't being particularly pleasant to her. Again, if he wasn't getting what he paid for , I could see why he would be annoyed but I could understand why a female ( or indeed any ) employee would not feel comfortable given out her name in that situation.

[@LloydTaray-bt7ho]

​He smiled i see

[@seanpatullo8919]

I can’t believe the response of the Airline! How crazy.

[@grassabrutta]

Good video. Curious ... where are you from ? I can't really place the accent :)

[@rafaelhenck8169]

"you've been banned by Luxair" "wow, I am heartbroken for being blacklisted by an irrelevant airline!"

[@jimmygadd]

one of the smallest coutrys in the world need to watch were they step, one wrong step and they are in another country

[@Lucaat]

Had good experience with luxair, the dash8 had a technical issue and the flight was cancelled. I explained my family emergency reason for flying. A couple of minutes later I was handed tickets for two Swiss flights to reach my destination. Was told to proceed to gate now, as they were boarding already. Can’t complain.

[@galaxy98765]

They should fire that woman. They should stop trying to control what you post. What a scam!

[@elizabethfauvelle7524]

You are fantastic with your videos 😊

[@patrickhurst9301]

I'm sorry to say this, but this review absolutely matches my own disastrous impression of the airport, although I'm a Luxemburger (logically leaving from Lux-Airport! I was traveling alone with MRP assistance from Luxembourg to Lisbone on July 31st 2023 and booked fast lane to make sure I got apropriate attendance! But guess what? The shuttle driver who brought me to the airport had to make all the way through to the luggage deposit counter and for me to retrieve my boarding card, after they told him (NOT ME... THE PAYING CLIENT) to sit down on a bench near the entrance and being left without any guide / assistance for about 90 minutes before being escorted through security just before boarding! The kind of experience you would expect from Douala, Kinchasa or some other African airport but not in the world's richest country, when all other major airports provide "no stress" lanes and yes, sometimes lounges for persons with special assistance!

[@cz.travelmaster]

I've heard of LuxAir before, but for some reason I remembered it as a cargo airline 😅 In any case, thank you for showing us the true colors of yet another company. Sorry you had to go through that.

[@paulappleyard2826]

That's CargoLux ;)

[@cecedabo]

@Symptomless_Coma_no

Sorry to hear that. I live in Luxembourg and sometimes I use them, being an airline with a good service, they always serve something and very nice multilingual staff. I am a Luxair fan and when I can use them (in terms or schedules and prices) I always use them. Never used the lounge but it seems after this review I will never ever use. At same time I am shocked with the reaction of Luxair, it is unacceptable. Hope you come back to Luxembourg 🇱🇺

[@andreawest8755]

Agreed. Luxembourg is my favorite place in Europe. (I used to live in Trier.)

[@PeterPapayaBanana]

Agreed. I had good experiences with them too 😊

[@JLeman-me1xh]

Irrespective of the other facts, I would like to question whether it is necessary to find out the name of the supervisor. If she gives you an identification number, that should be enough.