I love the concept of an airport lounge as a tranquil oasis away from busy crowds, but that is not the case at many airport lounges this summer. Delta Air Lines, with its close lounge access partnership with American Express, appears to have been hit hardest. Sadly, the frankly insane crowding of Delta SkyClub lounges calls out for a solution when no short-term fixes exist.
Delta SkyClub Crowding – Are You Serious?
Let’s start with a video from my friend Scott Mayerowitz, who recently chronicled the line just to get into the Delta Skyclub at New York JFK:
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Was this just a busy morning with a lot of delays and cancellations?
Nope. It is a daily occurrence.
In case you’ve ever wondered whether @Delta Sykclub is worth it:
Here’s the current line at #JFK just to get into the lounge. pic.twitter.com/ibmICQccwL
— doheenz (@doheenz) July 7, 2022
@Delta behold the line to get into jfk delta lounge pic.twitter.com/0T9jhlOFrf
— Seth Easter (@SethEaster1) June 30, 2022
And while JFK may be the worst, it’s happening at other lounges too.
Photos of lines to get in Delta Sky Clubs at JFK and ATL (both recently posted on Reddit) are bananas.
Delta is tweaking access rules soon, but the core problem remains: Travel is booming, and too many now have credit cards with lounge access pic.twitter.com/AnMSLb3BHK
— Kyle Potter (@kpottermn) May 29, 2022
And of course the solution is to build more lounges. It’s also to raise prices for entrance or cut off American Express Platinum cardholders from access.
But none of those can fix the problem this summer.
And I’ve realized, as I’ve spent the last five weeks at home, that there is no fix for this summer. Any solution concerning lounge crowding will take time (even if an announcement is made now, it will likely not go into effect immediately) and this is a lost summer.
And the problem is that you cannot just decide, “Okay, I’ll show up later and just skip the lounge,” because unpredictable airport crowding makes that a dangerous game. If you wait until an hour before your flight to turn up, there’s a decent chance you won’t be able to check in and get through security in time. But if you do get through quickly, you face huge lines to enter the lounge or one huge crowds in the gate area.
With that aside, I alluded to a few possible fixes and here again I simply don’t have a true solution beyond building more lounges. But Delta’s in this love-hate relationship with American Express in which AMEX literally is its best customer in the world, yet its suite of credit card products have led to lounge crowding that makes the experience miserable for everyone.
While I’m not fan of American Express, perhaps it is time AMEX tripled the annual fee on the Platinum card, stopped giving away the card free to special interest groups, and then observed if that makes a difference.
CONCLUSION
What a summer travel season…and what insane crowding in Delta SkyClubs. It really is insane…and just a tad ironic…that you wait in huge line to avoid lines and you sit in crowded rooms to avoid crowding.
image: @SethEaster1 / Twitter
Matthew, your solutions are very valid. I would also suggest there is a larger macro issue afoot. I may be wrong, but a substantial amount of airline revenue is the sale of points and other perks to credit card users. Might be more profitable than flying. That crew substantially during covid as people grew their points balances. Now airlines are dealing with not only a surge in travel, but pressure from points and perk credit card users to deploy their hard earned points. Neither the airline flight schedules or more so these lounges were ever designed to handle this many people with access.
Along with your solutions, I suggest there will be a significant push-back by all these credit card folks towards the banks than forked over all that cash to buy points and that will roll downhill toward the airlines.
If the credit card customer is standing line to access the lounge or cannot find a award seat for a flight, let alone two for his partner, why pay for the card? For me when my AMEX platinum is up for renewal, I have no problem making the point to them that both their lounges and the DL lounge are benefits I cannot use due to overcrowding.
Along with your solutions airlines could move lounge access from simply open access for card members, to a system whereby using points are required to access the lounge and as they have done with award seats, vary the amount required based on demand. When it’s less busy – 5,000 points to enter. 10,000 points when busy.
I can’t believe people spend time waiting in a long line like that just to get into a crowded airline lounge.
I don’t know anyone who doesn’t have the Amex Plat. I think that’s the problem. Essentially anyone with an income over, say $80K, or in the military apparently has access to the SkyClub when flying Delta
Plus the online marketplaces where you can become a stranger’s authorized user for only $100 a year.
@ Matthew — The only real solution is to remove Delta SkyClub access as a Plat AMEX benefit and give each card holder a $200 DL voucher.
There’s a nice piece of irony in this, since Delta has been fervently pushing Amex to shill cards that include Delta club access and now Delta doesn’t want the very people it pushed to get. The problem with this nasty bit of greed by Delta is that the customer is the one getting hosed and Delta simply doesn’t care.
Amex Plat needs to dump SkyClub access
And DL needs to stop giving Diamonds free access
Meanwhile UNITED rising
DL Diamond – No longer get free SC access – you have to chose it as a Medallion benefit
United Clubs ar by far inferior to the Delra Sky Clubs and they are just as crowded. Recently I have been in seceral United clubs where ther was literally not a single seat available.
If Delta stopped selling acces to any Amex holder for a lousy $39.00 per visit, perhaps there wiuld be less crowding.
You think people are paying $39 for some finger food? Come on. I bet have those people in line have the wrong credit card and are turned away just as quickly.
You used to be able to get into the SkyClub for $39 with either the Delta Gold or Delta Platinum Card. Access for Delta Gold was eliminated a couple of years ago. So only the Delta Platinum (not Amex Platinum) provides access at $39 per visit. That leaves three Amex cards (Delta Platinum, Delta Reserve, Amex Platinum) that offer any kind of SkyClub access at all.
Many blame Amex Platinum for crowding, and there are definitely a lot of Amex Platinum cards, but Delta Reserve is a popular card as well. I would bet Delta Reserve is the most widely held out of all of the “premium” cobranded cards.
1) While I have seen lines at SkyClubs, the lines at JFK and ATL are more the exception than the rule – the other Delta clubs are just very busy, not lines
2) Delta has introduced these self scan kiosks at club entry – I feel that these kiosks are slowing down the process
3) A significant number of people I have noticed are attempting to get into clubs without access – “I bought a first class ticket,” “I am a Delta Gold Medallion,” “I have elite status with Virgin” “I have a Delta Gold card” etc. For some reason I have seen more of this recently than in prior summers
4) When Amex raised the price of the Platinum, people bitched and moaned about a $695 coupon book. Not people are asking for Amex to triple the price of the card. Hilarious. Also, remember that the Delta Reserve is $550, and Amex has been giving that card away too with 100K or more sign up bonuses.
5) There is no solution. Delta sells a product that includes widespread lounge access. Delta invests millions more in the food and experience at its lounges than AA and UA. They see it as a competitive advantage. They aren’t going to cut off 50% of access.
Amex isn’t going to triple the AF on the platinum card unless their models show that increase is going to MORE than cover the lost revenue from those canceling.
What is going on in these clubs now that people are willing to stand in line for them? I haven’t bothered with a lounge in a while because there is usually an empty gate thats more peaceful, but last time I went the best thing in the delta lounge was some finger food and free jack and cokes. Are they offering rub and tugs now or something?
Complain that they need to ditch the platinum card yet the reserve still gives access and you can’t take it away from that card as every airlines top card offers club access so then people start to move to that card instead of the platinum or add it to their Wallet as a second card and your back with the same issue in a few years
Days of quiet clubs are long gone and never coming back best to see them as grab and go if you can get in and out quick
They haven’t gone anywhere if you can get into Polaris or Flagship lounges.
Oh no where will all the smug lefties go to post nonsense on twitter? They might have to sit with all the proles.
By the end of May I had earned Diamond for 2023, and I have the Amex Platinum like everyone else. However, for the rest of the year I am not planning to fly with Delta unless there are no better schedule/route options. This is primarily because the lounge situation is so consistently unpleasant, systemwide. I did not really try to get to Diamond, it was mostly an organic outcome of my travel requirements in the first half of the year, but I am sure I am not the only one who is seeing a significant reduction in value for both Delta status and the Amex Platinum card.
I’ve moved the rest of my travel for the year to OneWorld and Star Alliance, the domestic lounge buffets may not be as large but at least I can find a seat and a relatively quiet space to work. That is 70% of the value that I receive from a lounge anyway, the other 30% is a decent cup of coffee.
@Matthew who pays to enter Sky Clubs except Amex Gold members? Remember, when American Express rolled out Centurion Clubs they allowed non Platinum/Centurion Amex card holders to buy access for $50. It did not work to ease crowding. Oh and American Express is going where Delta long went next year in charging for all guests.
The solution that no one wants to hear is simple. If Delta degraded their food and beverage options to to the level of Admirals Clubs then the crowding issue would either go away or get much better. No one wants to suggest that but mammals are greedy b*****s. Take the goodies away and there is no need for greed.
Truth. It’s the food. Most people can’t stand seeing others getting something “free” that they did not get, so they are compelled to line up and fill a couple plates and stuff it in. I’ve seen these lines and there is no way that people are waiting in a line like that for anything other than “free” food, because with a crowd like that all the other benefits of a lounge are eliminated. This is the same mentality that causes most people to eat whatever they are given while onboard, it’s free, they’ll eat it because not eating it means that others got more than they did and that’s not OK.
Please tell me the Skyclub at DCA is not experiencing this crowding.
I always enjoy the Pearl-clutching horror theme Of these posts and replies. I’m still not sure it’s not a satirical account.
Reminds me of that Delta holiday meltdown post that didn’t happen.
Matt is not the most guilty about this, but its hilarious the same bloggers that peddle Amex Platinum, Delta Reserve and other cards post in horror when customers actually use the benefits as intended by visiting the clubs.
Breaking news – US lounges aren’t “quiet oases” for business travelers to “work” when a growing mix of customers these days are leisure travelers of various kinds that want to enjoy their trip, which includes eating the above average food offered at SkyClubs and knocking down some drinks. The days of a quite lounge where suits drink whiskey and cokes and eat peanuts is over.
I generally don’t push cards, but I still think the AMEX Plat is a great card. Doesn’t mean I cannot call them on the lounge problem.
Delta lounge at MSP has been insane as well. They delayed the construction of another lounge at the terminal so now it is a zoo.
Agree on MSP being a zoo. I was there on a Sunday, and it was standing room only. I will give Delta credit that they had extra employees at the entrance with handheld devices to scan in people more quickly, so at least you didn’t have to wait outside in a line, but once you were inside, it was a line for the food, bar, and even to get a seat.
Personally, I go because I have the Delta Reserve, which i keep for equal parts the MQD waiver and the lounge access (Plat Medallion flyer). So for me, it’s not really ‘free food’ so much as ‘prepaid’, so I also give credit to Delta for improving the offerings.
But all the 20-something’s at the bar buying the upcharge cocktails are whipping out the Amex Plat card, so I see the business case for it, and can accept that. Other than the annual fee, Delta is not making any extra money on me in the club. I grab my food and whatever beer they are giving away free that day, eat/drink, and then go find a quieter spot in the terminal to wait for boarding.
in MSP, go to the C lounge, never a line. its olde skool Northwest lounge with fireplace, but few lines. Or, if AMEX Plat, go to their ESCAPE lounge access upper E entrance.
I love the old northwest lounges with the self serve bar… if that’s still a thing since covid… hate that the Ohare lounge is moving soon and will surely have a bartender
Well, C lounge only makes sense if you flying out from a C gate otherwise forget it. Delta is opening a brand new lounge in Spring 2023 on the G gates that should help. I only go to Delta lounge to fill up my water bottle, grab a fruit e use restroom. Sometimes to seat and wait for time to go to gate. Almost never for the food since I eat at home before. Other options at MSP are the Priority Pass Escape lounge or the PGA lounge that accepts Amex Platinum.
Is it really that crowded? Or do people THINK they have access with a credit card, line up, and then they are turned away?
Joseph Story – this is happening. Every time I visit a Skyclub, the agents are turning away at least one group due to lack of access – this is in the 30 seconds I am in the check in area scanning my boarding pass, so it is happening a ton.
LOL!!! Same case of the people that have a seat on row 99 and check every seat on business class in the hope 99 is there. Hahahahhahahaha
There is so much just not being tried:
-Cardholders get 10 Amex/Delta lounge visits a year, with a maximum of [number] in each (the tough love approach).
-Cardholders get 20 points (because people love points) to use at Amex/Delta lounges. Peak times are 3 points, less peak 2 points, and off hours 1 point. You can even use your points for guests.
-A reservations system (!), you know, like restaurants (and air travel).
What type asshole wears a mask to go into a place where he is going to eat? Does Covid stop being transmitted around food in a crowded lounge? You have to laugh at these people and their logic.
Maybe they do it because it bothers you
You seem triggered by the personal decisions of others, tbh
Matthew, can you give some more detail on why you’re not a fan of Amex? How can you not be a fan of the continuous points avalanche they’ve been sending our way for the past tow years?
Delta cant control their club access and your solution is to triple the fee’s for all the Platinum card holders who most likely 99%+ don’t try and access?? Wonderful that you think the solution to everything is to screw all of us so you and your friends can lounge lizard in a Delta lounge. Here is one, lets triple the taxes of bloggers like you who’s website who try and overload us with trackers (per my iPad Apple has blocked 85 trackers in the last 30 days from your site)
Thanks for your article. I think two other issues contributing to the overcrowding is the retirement of baby boomers with lots of extra income. Second many passengers’ experiences with other airlines were so bad that they refuse to fly on other airlines and just pay the extra. I believe that Delta has the best overall reputation in terms of flight experiences and amenities provided on flights. You can disagree. I also hate the overcrowding. Maybe limit alcoholic drinks to one and give folks a 1.5 hour for being in the lounge. I also wonder if the workers in the Delta Lounges get sick time due to the volume of folks they are exposed to while providing excellent service.
The goal of paying more for a “premium product” in travel is a fools-journey. The lounges use to be a great place to kick back and unwind before a flight. Now they are a combination of massive day-care centers with screaming kids, people yelling into their zoom meetings, and herds of people lining up for free cheese-cubes and hummus. Last time I was in a Delta lounge, a Mom had secured off an entire row of chairs so her little ones had plenty of space to run, scream, and break up little packets of crackers to throw on the floor for the workers to clean up. People looking for a break are much better off finding a restaurant to park yourself. They aren’t crowded because their former customers are now all in the lounges testing the boundaries of civilized behavior.
I have to think that the scheduling nightmares have something to do with this. Matthew negates that by saying it’s a “daily occurrence” but where’s the evidence beyond a few anecdotal social media posts? Even then, surely the number of delays and cancellations on non-peak travel days has seen an increase as well. There’s also a reason the biggest headaches are happening at major hubs. Passengers doing a layover don’t have the option to get to the airport later or go home if their flight is delayed or cancelled. Short term solution might be time limits, say 2 or 3 hours, for AMEX holders. I’d be interested to see how that plays out.
Also, say everyone got the AMEX platinum in the last year with the expectation of travelling for the first time after the pandemic. Once their signup bonus is used and the 10x on restaurants go away, and that $700 fee is looming, how many are actually going to pay to renew?
Also, say everyone signed up for the AMEX platinum in the last year anticipating travelling for the first time since the pandemic. Once the signup bonus is used, the 10x points on restaurants goes away, and that $700 annual fee is around the corner, how many people are actually going to renew for another year? I expect we’ll see some serious attrition over the next year and that should help calm things down.
They need to start charging something like $50 per person for Platinum cardholders to access. Anything to thin those crowds down.
I usually find a closed gate and just chill there. The airport lounges are over rated.
I think a good chunk of the problem is delta has cut off so many direct flights that they have not reinstated post covid. I used to be able to fly to Dallas, Phoenix, San Fran from CVG direct pre covid. Now those flights are non existent and I’m being forced to lay over in ATL all the time.
Ding ding… your answer is best explanation I’ve seen.
stop this FREE Plat card to military members. Big discount – that’s great. But ZERO fee…c’mon. Free GOLD card, ok.
Honestly, how much of the problem is related to the fact that DL has been slowwalking D1 lounges? AA and UA are far ahead on this process and DL basically missed the boat on creating a premium experience for intl business customers. Wouldn’t that reduce the crowding in places like JFK and ATL atleast somewhat?
Also, for a hub like MSP to have such small lounges is ludicrous. Poor planning on DL’s part across the board.
If Amex Plat loses lounge access on DL, I’ll cancel the card in a hot minute
The problem is there isn’t enough lounge space. Delta has significantly increased its flights over the past few years without building more lounges. Additionally many people maintained status over the pandemic without even flying. Things will improve after the new year.
When you make things “exclusive” everyone wants in. Delta has found an angle with the credit cards (can’t blame them) but now they need to pay their end. This should be a membership for Diamond Member ‘s only, not a money making machine for Delta. It used to be an opportunity for frequent travelers to find some peace to grab a drink and food while continuing their work day, now it’s a “must have” by the 5-6 time per year traveler. The Sky Club should be a thank you type of atmosphere instead of a resort type. I continue to fly Delta because of their professional business environment, but I agree that it makes sense to switch airlines once Diamond is reached to seek other options. Hopefully things get back to normal in 2023.