Idiotic Management: HSBC Lounge Key

In the rush to offer enhanced value to HSBC’s Premier customers, their Privileges Programme boldly announces a partnership with LoungeKey, a tech-driven airline lounge access provider. You are encouraged to register through multiple channels. Try doing it through mobile in the UK, and at the sixth attempt, you are denied. You are then directed to an online page, to try to figure out an alternative. Sorry, we don’t have the time. Has HSBC’s management ever shopped this partnership? If they have, they must concur that the user experience is a classic example of a failed partnership between a tech platform and an incumbent. If they haven’t, they are idiots.

© James Berkeley 2017. All Rights Reserved.

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