✅ Trip Verified
| On April 17, 2023, we arrived at the Lufthansa Business Lounge in Athens around 3:45pm. The lounge was quite empty but we didn’t think much of it. I went up to get a glass of wine for myself, and some juice and water for my kids. Each time I took a glass, the same lady was on the other side of the kitchen replacing the glasses with clean ones and slamming them down aggressively. I thought it was strange but excused her behaviour as a cultural difference. Afterwards, I poured two small glasses of wine, to determine which varietal I would like to enjoy with my salad. Before I was done, one of the kitchen staff came over and gasped and looked at me. She had a container of ice in her hands so I moved the two glasses out of the way so she could put the ice down. She took the ice bucket and slammed it down on the counter which startled me and my son. She then proceeded to stare at me and then at the empty wine glass. I moved the glass out of the way and asked if there was somewhere else she would like me to put the glass as it was clear that she was angry with me. From there, the lady that was restocking the water glasses yelled that I should leave the glasses on a table by the kitchen. I explained that I wasn’t done and that it would be simple to ask if I could bring the glass to that table rather than coming over and yelling at me and having her colleague slam a bucket of ice on the counter next to me and my young son. I thought I was doing them a favour by bringing the glass back to where they were working and this is what I would do in Canada, and it would be viewed as a gesture of kindness. The kitchen staff continued to slam things down on the counter and dominate the area where people were trying to get drinks and food, making it very awkward for everyone. They had no respect for the travelling passengers and cared more about their unwritten rules of keeping the counter clean and the glasses stocked, than trying to maintain a happy environment with good customer service. When I went back to my table, some passengers sitting next to us explained that they observed the staff being confrontational and rude with other guests. This didn’t surprise me but I said I would go and speak to the ladies at the front desk to determine how I could provide some additional feedback about this incident and I would also go and see if we had access to the lounge next door. Before leaving the Lufthansa lounge I stopped at the front desk and spoke to the two ladies and requested an email address so I could file a complaint. They refused to provide me with this information and told me that as a lounge customer I should know better, and that I should leave empty glass on the table by the kitchen rather than bring it up to the counter. At that stage, it was clear that the kitchen staff spoke to the ladies at reception and rather than work to diffuse the situation they made it worse. I explained to them that rules are different in every country and if we are required to leave glassware on a table by a kitchen, that can’t be viewed from the lounge area, then they should have signage within the lounge that explains that to international passengers. If you are a Star Alliance member, do yourself a favour and do not use the Lufthansa business lounge until they change the attitude of the staff. Go next door to the Aegean Lounge where you will be greeted with a smile and kindness.