However, her team has been busy doing some competitive research into what works and what doesn't for the competitors. Hendley hasn't been into a Capital One or Chase lounge yet. "The customers love the product of the lounges, and that we're just going to continue doing what we're doing, continuing to innovate, continuing to grow, to continue to put the customers at the front of what we do," she said. These competitors also have a long list of additional locations opening in the coming years.Īs the credit card wars take on a new dimension (the airport), Hendley is mostly unphased by the competition. ![]() While Amex enjoyed an eight-year monopoly, the airport lounge wars are now more ferocious than ever, with issuers building bigger and better outposts.Ĭapital One recently opened its second outpost at Washington, D.C.'s Dulles International Airport (IAD), and Chase unveiled two new locations in Boston and Hong Kong in recent months. (More on that below.) The beginning of a new segmentĪmex was already thinking about a redesign and expansion in the early days, but it wasn't until 2021 that the issuer started facing some real competition with the opening of the first Capital One Lounge in Dallas Fort Worth International Airport (DFW). In order to quickly grow the Centurion Lounge network, Amex folded these 12 international outposts into the Centurion Lounge network with a full rebrand and renovation, Hendley added.Ĭurrently, the issuer operates 27 lounges worldwide, with plans to add a couple more in the coming years. (except for London and Hong Kong) had generally seen better days. were typically newer and nicer, while those outside the U.S. In addition to infusing local touches in lounge design, Amex also made a strategic decision in July 2021 to integrate all existing Centurion-branded worldwide lounges into the broader Centurion Lounge portfolio.įor years, Amex had two different "flavors" of Centurion Lounges. ![]() In her mind, this local design is one of the key differentiators from airline-branded lounges, and it's something that cardmembers are especially excited about, she said. By signing up, you will receive newsletters and promotional content and agree to our Terms of Use and acknowledge the data practices in our Privacy Policy.
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