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

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?

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

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.

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

So let me get this straight. They are suing you for the self inflicted damage to their reputation caused by poor customer service provision of paid for services and very poorly trained staff ? We are living in very strange times.

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.

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.

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.

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

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!

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

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

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

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

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!

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.

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

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

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

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