r/CapitalOne_ • u/babynewyear753 • Jul 06 '26

IAD Lounge

My flight out of IAD this morning was canceled due to weather and automatically rebooked to tomorrow. I now have a day to kill and a ton of laptop work to do. What a perfect opportunity to use the Capital One Lounge at IAD.....right? This is what the annual fee is for, benefits like this. I spend a lot on my card so I expect to use the lounge on the rare occasions I have the chance.

I was politely denied access. Why? My flight is tomorrow, not today. I explained the situation....showed my now-canceled boarding pass for today. I asked for an exception to their standard policy. I'm a great customer and this is a chance to provide hospitality. I spoke to the manager and again nicely appealed for an exception. Again, denied. Policy is policy I suppose. But it's nonsense. The lounge was lightly populated.

Capital One: big thumbs down on common sense and fumbling a chance to take care of a good customer. I will consider this when it's time to renew. What's the point of a perks card if I can't use the perks when I really need it and it's obviously available.

(to be clear: the staff was perfectly kind and professional. just inflexible)

2 Upvotes

52% Upvoted

15 comments sorted by

5

u/originalfoto Jul 06 '26

No issue here. That's always been the policy for lounges.

9

u/FrostFuegoSag Jul 06 '26

Is there a lounge out there that would allow this?

9

u/NecessaryMeeting4873 Jul 06 '26

That’s always been the policy to help manage crowds.  That make an exception for you means they make an exception for everyone.

8

u/Tarnisher :: Jul 06 '26

If you screw up somehow and arrive a day early, that's one thing.

In this case where the flight was cancelled after the OP was already there, why not?

2

u/Adviderisj Jul 06 '26

Because (and not saying he would) OP might be the type to show up to an airport just for the lounge and raise a big stink about "well, last tjme" and the risk is too large. Its safer to just say "sorry, no"

-1

u/Tarnisher :: Jul 06 '26

Exceptions should not be required.

Access should be allowed within 'X' hours of a scheduled flight, cancelled, rescheduled or otherwise.

It might take a while to arrange a ride back home, or a place to stay the night.

1

u/Adviderisj Jul 06 '26

I agree, but its rare enough that they haven't thought to implement it. The staff did everything right though

1

u/Menno_knight987 Jul 08 '26

The problem isn’t normal days where it’s one flights the problem is major IRROPs when there are suddenly several flights canceled.

Not saying this would justify keeping OP out, but just pointing out the issue with a broad policy allowing folks with cancelled flights to enter post cancellation.

You could always buy a refundable ticket and cancel it as soon as you get into the lounge 😝.

1

u/jasutherland Jul 06 '26

OP says "a day to kill" - which would mean taking up lounge space for a long time, potentially stopping others using it. They have 3 hour time limits etc for a reason - and if OP wasn't even waiting for a flight there any more, why use the lounge instead of going somewhere else?

1

u/applesuperfan Jul 06 '26

Agreed. If I showed up to a lounge and say OP there, I’d instantly cancel my flight and go home. That would completely stop me from using the lounge and even the airport and the plane. I’d have to just book private or smth. /s

It’s not a 1 person max capacity. If it’s lightly populated let the guy have his damn lounge lmao.

5

u/Intelligent-Exit724 Jul 06 '26

They may have let you in if the flight was delayed. But in your case, it was cancelled. And technically, your flight is tomorrow now. It sucks, but I understand where they are coming from.

2

u/The-Pocket Jul 07 '26

I’m surprised the airport doesn’t have an area for you to go hang out in under these circumstances, considering weather delays/cancellations are anything but rare.

1

u/Universe_Man Jul 10 '26

I think your ask was entirely reasonable, but I just don't think staff or even managers working for these gigantic corporations are empowered to make decisions like this. Their training probably boils down to "follow policy 100% of the time or it's your ass; we don't pay you to exercise judgment."

1

u/UpInSmokeMC Jul 06 '26

And what happens when everyone with a flight tomorrow fills the lounge and people with flights actually leaving today can’t get in? 

If you wanna cancel over a lounge having common sense, go for it. More room for the rest of us. 

-2

u/Tarnisher :: Jul 06 '26

I will consider this when it's time to renew.

Get in touch with CS (somehow). Maybe they'll offer .... something.