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.

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

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.

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

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!

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.

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.

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.

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

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.

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

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

As a Luxembourger, this sense of entitlement and crass behaviour is unfortunately pervasive in customer service.

Hi Josh. You made the national news channel RTL here in Luxembourg which is how I came across your experience. Really not good publicity for Luxair. And you’re so right about the signage at the airport. Let’s hope they learn from mistakes when the new terminal opens.

She created a great exposure for the brand 😂. I guess they will realize it now when the video is out. What really amazes me is the fact that she says , yeah you have purchased it online but that’s why I’m here to inform you that you cannot access the lounge. 😂😂 That is soooo bizarre.

Luxembourg is where French rudeness gets amplified with German rudeness.

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

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.

As a regular international flyer I will never forget the name Luxair & will AVOID them at all times. Thank you & Kia Ora from New Zealand 👍👏