L0unge crowding continues to be a major issue at Delta Air Lines. Even the 39,000-square-foot Delta One Lounge at New York JFK is not large enough to handle summer crowds during the peak afternoon departure bank, with entry lines stretching down the concourse. But is the solution worse than the problem?
Delta One Lounge Crowding At JFK
JonNYC shares a concerning picture of a line stretching outside the Delta One Lounge at JFK, with users reporting waits of up to 20 minutes for lounge access.
Rather than let everyone in and fend for themselves in terms of finding seats, Delta appears to be finding seating for people as they enter the lounge, which creates a bottleneck to entry.
The Delta One Lounge at JFK seats 500 passengers.
> Read More: Delta One Lounge New York JFK Review
Is Delta To Be Blamed Or Lauded?
I’m of two minds when it comes to this. On one hand, I think Delta is clearly a victim of its own success. It has created a compelling lounge product that people show up early to use (I certainly did!) and should be commended for offering such a value-add to the flying experience. I’d rate the Delta Lounge JFK as the best lounge in the USA right now. I also note that this crowding really only occurs during the late afternoon / early evening rush. I was there in the morning and it was very quiet.
On the other hand, this line to enter a premium cabin lounge is the opposite of premium. Even if it only occurs for a few hours each day, it is unacceptable…and as Delta thoughtfully expands in JFK with larger aircraft or more international flights, this problem will only get worse. Already, we see the same problem in the Delta Sky Clubs at JFK and this despite new lounges from Capital One, American Express, and Chase in JFK Terminal 4.
Travelers in premium markets like New York City want to be pampered and these lounges are immensely popular. As the popularity of these lounges grows, I see only three solutions from Delta if it wants to eliminate the waiting:
- Expand lounge space (very hard to do at an airport like JFK)
- Limit entry (Delta might consider cutting off Delta One Lounge access for premium transcontinental travelers)
- “Basic Business” fares (a new tier of entry-level business class tickets that do not include lounge access)
Certainly, I don’t want to see lounge access limited or the introduction of basic business class fares. Indeed, I’d much rather wait 20 minutes for lounge access than have no lounge access at all. But it is a shame that despite Delta’s deliberate planning and commendable investment in its JFK lounges, the crowding continues.
Tip: Use the lower entrance to the lounge, which may reduce your wait time.
CONCLUSION
If you’re flying in Delta One this summer from JFK, beware of potential waits to enter the Delta One Lounge. While I’d unequivocally say the lounge is worth the wait, it’s a shame that despite a massive new lounge, Delta continues to experience inefficient queues to gain entry.
While I don’t like lines, I’d say a 10-30 minute wait to get into the lounge is better than cutting off access…so I guess I’m for the status quo?
If this is the “best”, I’d hate to see the worst. I see lines like this at the Amex lounge in Vegas all the time and say, no F’n way.
If you have to wait in a line for something that is a “benefit”, there is a problem.
I get they make huge money off selling cards and nothing is changing in the industry, but I’m still off the theory that status and entry should be earned by flying, not being bought. I know, silly Dave, you’re so 2019.
But the Delta One Lounge is a premium lounge…no access based on status or credi card, only based on business class.
Did not know that, thanks.
I have to agree seems like the lounge dragons were just over-complicating the process with the seating procedure. They were checking seats even though I was alone and I got in before the TATL rush. On my way out, I saw a bit of a queue (not too long though) but inside wasn’t that crowded.
To be fair, it is peak travel season being the summer and JonNYC’s tweet comes at an even larger peak- the Sunday of a holiday weekend (Fourth of July) in the US, so that would further exacerbate the issue.
I would first remove transcontinental access and then limit usage to 3 hr prior to departure.
I guess they could limit people flying with another Skyteam airline that has a lounge of its own (like VS), but current agreements probably don’t allow that (like Polaris at IAD takes in LHG business flyers, which has certainly made the LH lounges less crowded). I kind of doubt that many of the AF and KLM flyers are coming over to T4. Flying through JFK T4 next month on VS, I hope to try both the Delta One and Upper Class lounges.
The BOS D1 lounge excludes AF and KLM pax, requiring them to use the AF lounge, I believe.
I think the biggest culprit is customers showing up hours before their flight and not leaving the lounge until their flight is already boarding.
I think before Delta denies entry to any passenger on an appropriate ticket they should limit lounge usage to 2 or 3 hours prior to your flight scheduled departure time. Customers showing up more than 3 hours early should not be allowed into the Delta One Lounge until the 3 hour mark or later. If placing a time limit on lounge usage doesn’t work then they should look at limiting access for customers on transcontinental flights.
Eliminating transcon D1 customers would mean I go elsewhere. Perhaps B6 mint as the 764 they use for Transcon is not as good as the Mint product or AA Flagship as their F seats are better than the D1 product.
How much can they unbundle fares? Someone who’s willing to pay $1500 is not going to blink at paying a couple hundred for access and you are back to square 1. If they choose to make business basic cheaper they will give up margin which they need to fund these lavish lounges.
Personally, I would implement a dress code: not always, just during times of crowding. That’s laughably old fashioned of me, I know, but it’s one way to emphasize rather than degrade the premium image and experience.
There’s nothing laughable about your idea. I wish I had more hands to give it more thumbs down. If I’m going to spend several Grand on a Delta 1 ticket I’m going to wear whatever the hell I want. Scandinavian death metal for the win.
At the PHL Centurion, the lines can 30+ minutes at peak times. They restrict on capacity but also have employees who do a great job at seating guests by policing those who spread their bags (and dogs) on to chairs and stools.
multiple people have said on this same story on other blog sites that this is simply an aberration and that there are minimal if any waits at the JFK D1 lounge.
and the bigger issue is that AA and DL are seeing a significant increase in business as a result of the mess that has been EWR for years. UA’s CEO said they are discounting at EWR like never before and hopefully they never will have to again.
AA and DL are likely to post decent financial reports even if they don’t attribute their “good luck” to UA’s EWR meltdown
Centurion lounge in Atl does the seat thing.. Not good.. esp on the last trip there when I got in there were over 25 seats empty that I counted. I did the QR code review and said many seats open…. then they let a lot of peeps in..
Hello Matt. Something I think you missed in that in lieu of a physical queue, they could implement a reservation system within a window. This way, you announce to them when you’re arriving and then if they can’t get you in right away, you can hang out somewhere else instead of looking like a peasant in the hallway.
ANOTHER idea!!! A spillover lounge type system: You get some drink vouchers and able to hang out somewhere until your reservation becomes available.
Regarding this statement from you:
“Expand lounge space (very hard to do at an airport like JFK)”
Why? If it’s to get the permits, I can understand but if it’s about space, I think it should be possible to put in a new lounge by buying out someone else’s slots or heck, waiting to see if someone goes bust and the airport offering it to them. Then again, just because I don’t buy overpriced junk at the airport shops doesn’t mean others are the same way.
Finally, nobody else appears to have touched the third rail: A “Basic Business” fare. I wouldn’t be surprised if that happens and it’s not necessarily a bad thing. Some people don’t need or want lounge access. I get to the airport on time, but usually by the time we deal with finding our gate and all the bathroom issues, we barely have about 30 minutes before boarding begins if we were to go to the lounge.
Another option is that if the lounge is crowded, they can forgo their reservation and get some points to opt out. Win-win.
Fortunately or unfortunately, I have been traveling too much this year for work. However, to your point on reservation system, CapitalOne does a phenomenal job at that. Landed in Dulles in D terminal yesterday. As soon as the jet bridge pulled up, I reserved my spot through their app. By the time I reached the main terminal go the text saying for me to head to the lounge. Perfect timing. Works every time and no waiting aggravation.
The unbundling possibility raises a huge issue. So, I opt for D1 with lounge access for additional $s. I can’t get into the lounge during layover because of lines like this. Do I get back the lounge add on? DL is going to reconfigure the A332s and A333s to match the A339s and A350s. I fully expected their unbundling to mean I can get a J seat assignment free, but not in the “true” window seats, which will be an extra cost.
How about doing what Air Canada is doing with the Signature Suite and keep the DeltaOne Lounge for paid business/flex (not saver) redemption on Delta metal only (ie. no partner airlines), and to specific premium markets (ie. Europe, Asia, Oceania, South America, etc.)?
July 6th was a horrible day at JFK and I’m sure at many other airports around the country. The Port Authority closed off arrival pick up around 9pm. My niece’s flight was early, but we couldn’t get near the terminal. That’s how bad the traffic was. She would have been better off taking the Air Train.
The NE has had frequent ATC delays due to thunderstorms for a week which increases the amount of time people are in airports including lounges