CHICAGO – The Swissport Lounge at O’Hare International Airport’s Terminal 5, Concourse M, has been widely characterized as the "saddest airport lounge in America," a sentiment amplified by a recent report from The Wall Street Journal. The lounge, known for its bare-bones amenities and self-service bar, has garnered a dismal 1.5 out of 5 rating from visitors, highlighting significant dissatisfaction with its offerings.
The Wall Street Journal's report detailed the lounge's tiny, windowless space, which offers limited and often mediocre food choices. Patrons frequently encounter instant noodles, prepackaged pasta salads, peanuts, and gummy bears, a selection some have likened to a convenience store rather than a premium lounge experience. A distinguishing, albeit unconventional, feature is the absence of bartenders, requiring guests to mix their own alcoholic beverages at a self-serve station.
User feedback consistently paints a grim picture, with many describing the lounge as "embarrassing" and among the "worst" they have ever experienced. Despite the widespread criticism, some visitors find a silver lining in the complimentary drinks and snacks, viewing it as a cost-effective alternative to expensive airport concessions. One Google reviewer noted, "The drinks are free. There are cup of noodles and gummy bears. It beats paying $7 a bag for the gummy bears at the kiosk."
Jorge Da Silva, head of North America lounges for Swissport, acknowledged the lounge's shortcomings in an interview with The Wall Street Journal, confirming it does not meet expected standards. Da Silva also revealed that a proposal for a significant makeover of the O'Hare lounge has been submitted, signaling potential improvements on the horizon for the much-maligned facility.
The situation at the Swissport Lounge reflects a broader trend in the airport lounge industry, where increased access through credit card programs and loyalty passes has led to overcrowding and a perceived decline in quality across many establishments. As more travelers gain lounge access, the challenge for operators like Swissport is to maintain service standards and amenities that justify their premium status.