Rude: Air Canada Agent Curses Out Guest Over Lounge Access

The customer is not always right, but in a customer-facing role, even in 2024, it is still necessary to be respectful and at the very least, don’t cuss out the customer. But that’s exactly what “Patty” did at the Air Canda Maple Leaf Lounge in Los Angeles: cursing is not the way to deal with a customer. Ever.

LaLa Land: Air Canada Maple Leaf Lounge Agent Drops F-Bomb In Argument With Passenger Over Access

You may want to start with the NSFW video below, in which “Patty” drops F-bombs in a disagreement with a guest over access.

He claimed to have access, she said no.

A discussion became heated, and ended with this:

Conflicting Lanugage With AMEX

I find the language concerning lounge access with the American Express Aeroplan Reserve Card to be confusing. It suggests lounge access is only available when traveling on an international itinerary:

A Basic Cardmember and eligible Supplementary Cardmember(s) are each entitled to complimentary access to any Air Canada Café and any Maple Leaf Lounge located in Canada and the United States, including Maple Leaf Lounges in international terminals in Canada and the United States when traveling on an international itinerary.

But also says:

Access to Maple Leaf Lounges or Air Canada Cafés is available in conjunction with a same-day ticket when departing on a flight marketed or operated by Air Canada, Air Canada Rouge, under the Air Canada Express brand, or any Star Alliance member airline.

You could make the argument that the two provisions are not in conflict, but I can make the case that the “international itinerary” requirements specifically applying to access to lounges in international terminals (the preceding phrase) because the Air Canada Café, for example, is in the domestic terminal.

But there is some ambiguity. Maybe the lounge guest was traveling a domestic flight on United? Maybe the system said “no access” when the card was scanned?

Whether or not the passenger was a jerk may be important in determining whether Air Canada should ban him from its lounge network, but there is no question in my mind that Patty does not belong in a customer-facing role.

LAX Maple Leaf Lounge Refurbishment

As an aside, the LAX Maple Leaf Lounge is currently closed for light refurbishment. Don’t expect barista coffee or a staffed bar when it opens, but it will be a little brighter and airy when complete. Per an Air Canada spokesperson:

There are indeed a number of improvements taking place at Maple Leaf Lounge at LAX. We’re modernizing the lounge’s furniture and expanding the space by 250 square feet, as well as adding 17 new seats to better accommodate our valued passengers. Additionally, we are upgrading the lounge’s infrastructure with improved power availability and a refreshed food and beverage station.

Hopefully, when it opens Patricia will not be there.

> Read More: Air Canada Maple Leaf Lounge LAX Review

image: @john.doe3198/Instagram  // hat tip: View from the Wing