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Lounge overcrowding isn’t a new phenomenon, and there’s no sign of it abating.
The problem itself is pretty simple: there are more lounge-eligible flyers than there are seats in a given lounge, especially during peak periods.
Airport lounge overcrowding basics
Interestingly, in my experience, overcrowding seems to be mostly limited to credit card-branded outposts.
That’s likely because issuers have many more premium cardholders than airlines do for their lounge-eligible cards.
The one exception is Delta Air Lines.
As part of its contract with Amex, Delta allows Platinum Card travelers into the Sky Club. (Notably, there are more restrictions than visiting an Amex-branded Centurion Lounge).
The truth is, lounges can become the oases they are during media preview events, but it’ll take some significant changes to get there.
Airport lounge overcrowding experience
The other day, I was flying through Las Vegas’ Harry Reid International Airport (LAS) and landed at Gate D1, directly across from the American Express Centurion Lounge.
I had a 45-minute connection, and all I wanted to do was refill my water, grab a quick snack, and maybe hit the restroom.
I deplaned and noticed a 30-person line snaking around the outside of the space.
I make my way to the Capital One Lounge, hoping for better news, but nope: same overcrowding issue.
Even worse, both standby lines only led to an agent who could put you on the waitlist.
Sure, there’s been new technology to help travelers get added to the waitlist remotely.
Plus, Amex is even investing in a new lounge concept — Sidecar by Centurion Lounge — to expand capacity.
Still, at the end of the day, demand seems greater than supply during peak periods.
For everyone wondering why issuers and airlines can’t just fix the supply problem, they’re doing as much as they can.
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I regularly speak with airline and credit card executives about expanding their lounges. I promise that they’re willing to invest if they could find the space.
(And even if they could find the space, it would then take years to actually build out the bigger spaces.)
So, what else can be done to address overcrowding?
Airport lounge overcrowding solutions
Well, call me extreme, but I think it’s time to cap the number of annual visits that cardmembers can use the lounge.
The move sure wouldn’t be popular at the outset. (Look at all the blowback that Delta received when it made a similar move at the Sky Club.)
But I’m confident that travelers who get stuck on the waitlist would likely prefer guaranteed entry (or a minimal wait) a few times a year than waiting every time they want to use the lounge.
Another option would be to offer a priority “fast pass” lane into the lounge. I envision this like Delta’s solution for top-tier elites and premium-cabin passengers, or like Amex’s skip-the-line perk for invite-only Centurion cardmembers.
Perhaps every cardmember would receive a handful of fast passes each year, with the ability to unlock more fast passes for completing certain profitable behaviors.
Obviously, a big lever could be annual spend. This could be similar to how you receive unlimited guest privileges when you spend $75,000 a year on the Amex Platinum.
Additional passes could even be added as sign-up bonuses, retention offers, and as part of the Amex or Chase Offers portals.
Determining the optimal number of annual visits or fast passes to distribute to address overcrowding would require analyzing data on average entries and wait times, but I’m confident the data exists.
No one wants to see benefits devalued, but in my mind, this would actually be a very positive development.
If I knew I could actually get into the lounge, I’d probably start showing up to the airport early again.
A seat, a snack, and a few minutes of calm would make lounge access feel worth it once more.
To me, that’s not a devaluation; it’s a reset. And if both travelers and issuers come out happier, that’s what I’d call a rare win-win in the world of travel perks.
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