AmEx card in Apple Wallet not sufficient to enter lounge

[luxury-lizard]

So Mr LL and I (and a friend travelling with us) tried to enter the Virgin Lounge in Melbourne using our AmEx Platinum card(s) - I had my physical card but Mr LL only had his Apple Wallet - the lounge agent (who was VERY unfriendly) refused him entry (said he needed the physical card) - I had already guested our friend in using my card. So he said he would ring AmEx - the agent said that won't help as others have tried it to no avail - well he called and the AmEx agent spoke to the lounge agent and abracadabra - she let him in - looking most peeved.

So apparently this "issue" of not allowing entry with a card in an Apple Wallet but who knows. Technology fail on Virgin's part or what?

BTW - a few days earlier we had no issues entering the lounge in Sydney with only one physical card (and a guest) + Mr LL who only had his Apple Wallet (even though the agent did say they only accept physical cards).

 

[henrus]

So apparently this "issue" of not allowing entry with a card in an Apple Wallet but who knows. Technology fail on Virgin's part or what?

I was under the impression they needed to swipe the card in order to bill Amex, the system they use doesn't create a transaction instead just captures the card details something that hasn't been setup for apple pay/isn't really possible (technically Apple pay and other mobile payments require a transaction to share details with the terminal - a transaction isn't occurring here).

BTW - a few days earlier we had no issues entering the lounge in Sydney with only one physical card (and a guest) + Mr LL who only had his Apple Wallet (even though the agent did say they only accept physical cards).

Sydney lounge agent is correct here and them letting the apple wallet holder in was more them being nice/not caring rather than the actual rules.

To be fair Amex clearly state the following on their website (my bolding):

Travel with Virgin Australia domestically within Australia, and present your physical Personal or Business Platinum Card with same-day boarding pass to gain access to Virgin Australia Lounges. Access is complimentary for the Personal and Business Primary Platinum Card Member and a guest.

 

[luxury-lizard]

I agree @henrus - the T&C's are clear but who reads them in any detail. Whatever the technical reasons for requiring the physical card, lots of people use only their "wallet" for all sorts of things in addition to credit cards - time to get with the program - or at least allow manual entry of card details (Mr LL is one of those people who know their card details off the top of their head). When the lounge agent was on the phone with AmEx she entered something into her terminal (I presume card number).

 

[antycbr]

I agree @henrus - the T&C's are clear but who reads them in any detail. Whatever the technical reasons for requiring the physical card, lots of people use only their "wallet" for all sorts of things in addition to credit cards - time to get with the program - or at least allow manual entry of card details (Mr LL is one of those people who know their card details off the top of their head). When the lounge agent was on the phone with AmEx she entered something into her terminal (I presume card number).

They had better not be relying on using their digital Amex for inflight payments onboard VA, as electronic wallets are not supported there either.

 

[JJS]

I forgot my card one time and the VA lounge agent asked me to log into my Amex app and show the card account as active. This makes sense as the card can stay in Apple Pay even when cancelled (it just will not work for payments). So I don’t think they need the physical card to charge Amex.

Think this may just be one of those things where it is hardly used by people and staff sporadically remember their training on it. Would be interesting to know exactly what the Virgin position on this is!

 

[Cynicor]

under the impression they needed to swipe the card in order to bill Amex

Nope. VA definitely don’t swipe the Amex card. Plaza premium lounges might, if you use them without the priority pass benefit, maybe.

 

[PERLHR]

So if I hold for example a Virgin Australia Amex Platinum it lets card holder use any VA lounge in Australia and some other lounges around the world?

 

[SeaWolf]

So if I hold for example a Virgin Australia Amex Platinum it lets card holder use any VA lounge in Australia and some other lounges around the world?

The Platinum Charge card provides lounge access to the Virgin lounge, when travelling on a VA flight. But the Virgin branded AmEx cards do not, though some provide single use lounge passes.

 

[henrus]

Yes, the Platinum Charge card provides lounge access to the Virgin lounge,

No there is a difference here.

The American Express Velocity Platinum Card which is $375 per year comes with two single use Virgin Australia lounge vouchers loaded to your (these are the same ones you get when you obtain silver). In addition this card also comes with 2 single use vouchers for the Amex lounge in Sydney or Melbourne.

The Platinum charge card which is $1450 per year comes with unlimited access to Virgin Australia lounges plus one guest prior to VA marketed/operated flights. In addition the platinum charge card also comes with lounge access at global Amex lounges, Delta sky clubs, escape lounge, plaza premium lounges, Lufthansa and finally a priority pass membership.

 

[SeaWolf]

No there is a difference here.

You're right, I overlooked that PERLHR was referring to the Virgin Australia branded AmEx credit cards., not the Platinum Charge. I've edited my post to clarify.

 

[henrus]

You're right, I overlooked that PERLHR was referring to the Virgin Australia branded AmEx credit cards., not the Platinum Charge. I've edited my post to clarify.

Amusingly the VA branded cards are better for access in the OPs case as the 2x single use passes are loaded on digitally so you don’t show the Amex card.

Maybe a future improvement could be to load a bunch or even just a couple of single use passes to those with an Amex platinum charge card and a script to make sure there is always two available (wishful thinking)