The agents at the lounges are United employees. Usually much better and more helpful employees than those st the gate, which is one reason I find it worth payin

The agents at the lounges are United employees. Usually much better and more helpful employees than those st the gate, which is one reason I find it worth paying about $500 a year for a membership. When things get messed up, they can fix it more quickly and easily (and there's rarely a line).