A United Airlines passenger reported being denied entry to the United Club lounge at Chicago O’Hare Airport, despite holding a business class ticket for international travel. The ticket was booked through United.com and involved Star Alliance partner airlines such as Lufthansa and Austrian Airlines.
Confusion Over Lounge Access Rules
Although international business class passengers generally receive lounge access, eligibility depends on which airline operates each leg of the journey. United Club access is limited to travellers flying on United Polaris business class for long-haul international routes.
The Star Alliance Policy Gap
In this case, the traveller’s return flight was operated by Lufthansa or Austrian Airlines. Because of this, United Club staff refused entry. Star Alliance access applies only when departing on a same-day international business class flight—not for domestic connections in the U.S.
Frustration Over Inconsistent Policies
Many travellers assume business class automatically ensures lounge access across all Star Alliance partners. However, rules differ by airline and airport. The lack of clear information during booking leads to confusion, disappointment, and a poor travel experience.
Need for Clear Communication
Passengers deserve transparency about what their premium tickets include. Airlines and Star Alliance must clearly explain lounge access policies to avoid such situations in the future and ensure a smoother experience for business travellers.
