Airport lounge access is a popular program among frequent travellers. More than 57.23 million debit and credit card users in India have access to airport lounges, and this number is set to grow significantly, as per a 2022 report by an airport lounge operator DreamFolks.
"In recent years, there have been significant shifts in airport lounge access programs, primarily due to the increasing number of passengers seeking lounge access," says Ankur Mittal, co-founder, of Card Insider, a credit card comparison platform.
However, with the immense popularity of the airport lounge access program, came an additional responsibility- maintaining fair usage of lounges. This is because a lounge can accommodate only a limited number of people, and if the demand for accessing it outweighs the supply, it may encounter overcrowding. To avoid such a situation the lounge access criteria are often made stricter.
Travellers must know what recent measures have been taken to ensure fair usage of the lounges so that they do not get a rude shock at the airport.
What are airport lounge operators doing to make sure of fair usage for all?
As per Davinder Sandhu, Co-founder & Chairperson at Primus Partners, a business management consultancy company, there are two broad types of airport lounges- privately operated lounges and airline-operated lounges.
Measures taken by the airport lounge operators of Pune, Trivandrum, Calicut, and others
As per Rahul Sehgal, Business Head, Bird Catering and Lounges, the operator of Pune, Bhubaneshwar, Calicut, Dehradun, Trivandrum (also known as Thiruvananthapuram), and other location airport lounges, here are some of the measures taken by them:
- Time limits on access: Setting limits on the duration of stay in the lounge, especially during peak hours, to ensure that passengers do not overstay their welcome and allow others to use the facilities.
- Verification of IDs: Real-time monitoring is done through dedicated staff who oversee all security measures. This includes verifying IDs to match names in boarding passes with credit or debit cards for access control.
- Digital access codes for airline lounge users: Passengers who are part of the airline's access program can enter the lounge using only digital access codes. One can do full digital check-in by showing the respective airlines' QR codes on their mobile phones to the lounge staff.
Referring to the process of matching names in IDs with boarding passes, Sandhu says, "This helps ensure that only eligible travellers with confirmed flight bookings or valid lounge memberships can access the facilities."
"We have introduced a QR code-based chat bot review system managed from a centralized server, allowing us to monitor passenger feedback. Using AI technology, we can delve into critical issues identified through this system," says Sehgal.
The outcome of these measures is effective on the ground. Suraj Kumar Talreja, a frequent traveler, shares his experience of using a domestic and international airport lounge in December 2023 with ET Wealth Online. "While returning from Phuket, Thailand, our flight to Indore was via Mumbai. So, we tried to use my brother's credit card at Phuket and Mumbai Airport lounges, respectively. However, at both these places, it was declined. The reason as told by me was that the name of the boarding pass should match with the credit card holder's name. Since my brother was not travelling with me, I was not allowed to access the lounges," he says.
Measures taken by DreamFolks who operates a lounge at Delhi Airport
As per Mittal, DreamFolks, one of the operators of an airport lounge at Delhi Airport has introduced a web app-based system. "To address the growing congestion in lounges, DreamFolks has introduced a web app (https://webaccess.dreamfolks.in/), which allows cardholders from partnering banks like ICICI, Axis, HDFC, and IDFC to generate a QR code. This development reflects a broader trend towards enhancing customer convenience while managing lounge capacity more effectively," he says.
Measures taken by credit card companies that provide airport lounge access
As per Vinay Bagri, Co-founder and CEO of Niyo, here are some measures taken:
- Carrying physical debit or credit card: Airport lounge operators who have not implemented a QR code-based access system, insist on carrying physical credit or debit cards. "Requirement of physical debit/credit card at the time of lounge access is insisted on by some airport operators. However we use the QR code solution, hence our customers do not need to carry their physical cards to use lounges," says Bagri.
Measures taken by airline-operated airport lounges
As per Sandhu, generally airline-operated airport lounges access is given to first class and business class passengers. Here are some measures taken by airlines operated lounges:
- Capacity restrictions: Generally, measures such as imposing capacity restrictions are used, wherein the number of guests allowed in the lounge at any given time is capped. "This helps prevent overcrowding and ensures that lounge amenities, such as seating areas and food and beverage services, are not overwhelmed," says Sandhu.
"We are training lounge staff to be vigilant in verifying eligibility, monitoring lounge activity, enforcing policies, and addressing any instances of misuse or non-compliance with lounge rules," said an airline lounge operator's spokesperson who did not wish to be named.
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