To Whom It May Concern,

I am writing to file a formal complaint regarding the conduct of a Lufthansa employee at the Lufthansa Star Alliance Gold Lounge at Charles de Gaulle Airport in Paris on September 14th, 2025, at approximately 6:30 PM.

Unfortunately, I am unable to provide the employee’s name, as she refused to disclose it upon request. According to the lounge manager, the only way to obtain her name would have been by involving the police, which we found unnecessary and inappropriate under the circumstances. She was the only female employee at the reception desk at the specified time.

Upon arriving at the airport two hours prior to our flight, my husband presented his American Express Platinum card at the lounge reception to inquire whether we were eligible for access. We frequently use this card for travel and have previously been granted access to lounges under similar circumstances. We were not demanding entry, nor insisting on complimentary access—we were simply seeking clarification.

From the moment we approached the desk, the employee displayed a hostile and unprofessional attitude. She made dismissive facial expressions and hand gestures, and her tone was unnecessarily rude and condescending. When we politely asked for her name, she pointed to her male colleague and said, “Talk to him.” When I inquired whether the lounge had security cameras to document her behavior, we were told there were none.

The employee then left the reception area, only to return and further escalate the situation—raising her voice, laughing in our faces, and rolling her eyes in front of other guests. She sarcastically asked whether we were First Class passengers, and when we replied no, she mocked us with loud laughter, clearly attempting to publicly embarrass us. We were shocked and deeply disturbed by this unprovoked and inappropriate behavior.

We requested to speak to the manager, who seemed reluctant to get involved—a reaction we do not necessarily blame him for, given the situation. However, after a brief conversation, he instructed another employee to scan my husband’s American Express Platinum card and granted us access to the lounge.

Let me reiterate: we were not attempting to enter without permission, nor were we trying to avoid any applicable fees. We were simply trying to understand whether access was allowed based on our cardholder benefits. This situation was completely unnecessary and avoidable, and the treatment we received was far below the standards we expect from Lufthansa and its affiliated services.

This experience has left a deeply negative impression on us and has, quite honestly, tarnished what was otherwise a positive trip. We believe this employee’s conduct reflects poorly on the Lufthansa brand and strongly urge that this matter be taken seriously.

We respectfully request a formal response regarding this incident. We hope that appropriate steps will be taken to ensure this type of behavior is not repeated with other travelers, and that the employee in question receives the necessary training in professional and respectful customer service.

Thank you for your attention to this matter.

Sincerely,
Julia and Yaroslav Goldberg