Associate Qantas Lounge not letting Qantas members in and poor response from Qantas

[mingseng]

Hello Everyone,

I fly Qantas quite frequently, i love the lounges, particularly the Singapore lounge and am about to hit platinum for my next flight.

Sadly, I had a disappointing experience at the Premier Lounge in Jakarta, an associate Qantas lounge. Moreover, I had a disappointing response from Qantas on this matter when I complained.

I flew Jetstar between Jakarta to Singapore last week and the lounge staff refused to let me in despite a Qantas gold status. Their excuse was that you have to have a ongoing flight from Singapore with Qantas and Jetstar.

I rang Qantas customer care and received a response which basically just said "...sorry that we did not meet you expectations [and] ... we will forward to the relevant lounge management team."

This is dissapointing on several levels. My colleague had the exact same experience with the Premier Lounge in Jakarta the week before and was told the same thing, but was compensated by Qantas for this trouble. He was also told that Qantas would follow up with the lounge.

1) I received no compensation from Qantas on this issue, same scenario
2) Nothing has been done by Qantas on this matter given I went through the same thing...

Disappointing that Qantas takes business travellers in Jakarta for granted...

 

[Red Roo]

Re: Associate Qantas Lounge not letting Qantas members in and poor response from Qant

Hello Everyone,

I fly Qantas quite frequently, i love the lounges, particularly the Singapore lounge and am about to hit platinum for my next flight.

Sadly, I had a disappointing experience at the Premier Lounge in Jakarta, an associate Qantas lounge. Moreover, I had a disappointing response from Qantas on this matter when I complained.

I flew Jetstar between Jakarta to Singapore last week and the lounge staff refused to let me in despite a Qantas gold status. Their excuse was that you have to have a ongoing flight from Singapore with Qantas and Jetstar.

I rang Qantas customer care and received a response which basically just said "...sorry that we did not meet you expectations [and] ... we will forward to the relevant lounge management team."

This is dissapointing on several levels. My colleague had the exact same experience with the Premier Lounge in Jakarta the week before and was told the same thing, but was compensated by Qantas for this trouble. He was also told that Qantas would follow up with the lounge.

1) I received no compensation from Qantas on this issue, same scenario
2) Nothing has been done by Qantas on this matter given I went through the same thing...

Disappointing that Qantas takes business travellers in Jakarta for granted...

Sorry to hear that you're disappointed. While I can't comment on your colleague's experience and conversation with Customer Care, perhaps this link will be useful for your future reference: Lounge Locations | Indonesia | Jakarta Soekarno Hatta International Airport | Associated Lounges.

While the intention would have been to maintain a fair and consistent approach, our teams do try and accommodate where they can. However, should you be unhappy with the way this situation was managed and communicated in Jakarta, please send me your details via private message so I can follow up for you.

 

[TomVexille]

Re: Associate Qantas Lounge not letting Qantas members in and poor response from Qant

Hi mingseng, welcome to AFF.

Based on my interpretation of the QF website you should have been allowed access. As you said, the CGK lounge is only an associated lounge, as in QF has a contract to use it, they don't run or manage it in any way. Therefore they are not responsible for the training of the lounge staff.

However I do believe that the response you received was sub-par.

 

[mingseng]

Re: Associate Qantas Lounge not letting Qantas members in and poor response from Qant

Hi Red Roo, I can't send private messages yet. Can you contact me via this ref number please? 2015/148843

 

[esseeeayeenn]

Re: Associate Qantas Lounge not letting Qantas members in and poor response from Qant

Based on the eligibility criteria on the page Red Roo linked too, I wonder if it could be a translation or interpretation problem.
The criteria state that your "next onward flight" must be with Qantas, Jetstar, etc.
I wonder if the phrase "onward flight" is being misinterpreted to mean the next flight AFTER the one you are waiting to board?

That said if the Premier Lounge in CGK is anything like the Premier Lounge in DPS then you didn't miss much.

 

[MEL_Traveller]

Re: Associate Qantas Lounge not letting Qantas members in and poor response from Qant

Hello Everyone,

I fly Qantas quite frequently, i love the lounges, particularly the Singapore lounge and am about to hit platinum for my next flight.

Sadly, I had a disappointing experience at the Premier Lounge in Jakarta, an associate Qantas lounge. Moreover, I had a disappointing response from Qantas on this matter when I complained.

I flew Jetstar between Jakarta to Singapore last week and the lounge staff refused to let me in despite a Qantas gold status. Their excuse was that you have to have a ongoing flight from Singapore with Qantas and Jetstar.

I rang Qantas customer care and received a response which basically just said "...sorry that we did not meet you expectations [and] ... we will forward to the relevant lounge management team."

This is dissapointing on several levels. My colleague had the exact same experience with the Premier Lounge in Jakarta the week before and was told the same thing, but was compensated by Qantas for this trouble. He was also told that Qantas would follow up with the lounge.

1) I received no compensation from Qantas on this issue, same scenario
2) Nothing has been done by Qantas on this matter given I went through the same thing...

Disappointing that Qantas takes business travellers in Jakarta for granted...

It's interesting to hear this 'next onward flight' issue being raised again - there was a discussion in another thread somewhere about this exact thing (but I can't recall which lounge was being discussed at the time). Lounge staff are under the impression that 'next onward' means another flight at a connecting point.

Not sure why the lounge didn't allow entry a week later after your colleagues were there. One would think it's in the interest of the lounge to allow access... they presumably get paid for it. Does that mean Qantas Loyalty didn't follow up with the lounge? Or does it mean the lounge only receives a lump sum payment, and the payment is not enough to cover all the passengers wanting access?

Unfortunately the link to the Jakarta lounge is probably of little use if lounge staff are interpreting their own meaning.

Edited: here is the thread and it was the Jakarta Lounge! March 6th 2015, not sure if anyone followed this up with QF at the time. http://www.australianfrequentflyer....-interpretation-next-onward-flight-66607.html

 

[mingseng]

Re: Associate Qantas Lounge not letting Qantas members in and poor response from Qant

It's interesting to hear this 'next onward flight' issue being raised again - there was a discussion in another thread somewhere about this exact thing (but I can't recall which lounge was being discussed at the time). Lounge staff are under the impression that 'next onward' means another flight at a connecting point.

Not sure why the lounge didn't allow entry a week later after your colleagues were there. One would think it's in the interest of the lounge to allow access... they presumably get paid for it. Does that mean Qantas Loyalty didn't follow up with the lounge? Or does it mean the lounge only receives a lump sum payment, and the payment is not enough to cover all the passengers wanting access?

Unfortunately the link to the Jakarta lounge is probably of little use if lounge staff are interpreting their own meaning.

Unfortunately it is an interpretation problem and I hope Qantas can clarify with Premier Lounge.

I agree the Premier Lounges aren't that great in Indonesia. Having said that, I think its like 3rd best lounge in Jakarta airport (behind the Singapore Airlines and Garuda lounges, though this is just my opinion). Plus Jakarta traffic is very heavy so you have build a lot of contingency into your travel to the airport and therefore, need a place to spend time and work...

 

[MEL_Traveller]

Re: Associate Qantas Lounge not letting Qantas members in and poor response from Qant

Unfortunately it is an interpretation problem and I hope Qantas can clarify with Premier Lounge.

I agree the Premier Lounges aren't that great in Indonesia. Having said that, I think its like 3rd best lounge in Jakarta airport (behind the Singapore Airlines and Garuda lounges, though this is just my opinion). Plus Jakarta traffic is very heavy so you have build a lot of contingency into your travel to the airport and therefore, need a place to spend time and work...

Since your reply here I've updated with a link to an earlier discussion on this issue - again at Jakarta. Seems the policy is either not uniformly applied, or not many FFers are complaining. Or if they are (complaining), QF is not able to secure access. If it's the latter, the lounge access page should be updated accordingly.

 

[Austman]

Re: Associate Qantas Lounge not letting Qantas members in and poor response from Qant

Considering, according to the qantas.com.au every eligible passenger, regardless of operating airline, travel class or FF status always must be on a "Next onward flight that day", the interpretation of "Next onward flight that day" by the JAS lounge staff must be incorrect.

If "Next onward flight that day" meant you must be currently in transit, then all QF business class passengers commencing their journey in Jakarta would be ineligible.

If "Next onward flight that day" meant the flight after your flight out of Jakarta, then that would be totally bizarre.

Lounge Locations | Indonesia | Jakarta Soekarno Hatta International Airport | Associated Lounges

 

[MEL_Traveller]

Re: Associate Qantas Lounge not letting Qantas members in and poor response from Qant

Considering, according to the qantas.com.au every eligible passenger, regardless of operating airline, travel class or FF status always must be on a "Next onward flight that day", the interpretation of "Next onward flight that day" by the JAS lounge staff must be incorrect.

If "Next onward flight that day" meant you must be currently in transit, then all QF business class passengers commencing their journey in Jakarta would be ineligible.

If "Next onward flight that day" meant the flight after your flight out of Jakarta, then that would be totally bizarre.

Lounge Locations | Indonesia | Jakarta Soekarno Hatta International Airport | Associated Lounges

There's doubt it is a misinterpretation of the rule. The issues are (a) what are the drivers behind the interpretation? (it is a cost pressure?) and (b) why is it taking so long to get resolved?

 

[AndyC1970]

Re: Associate Qantas Lounge not letting Qantas members in and poor response from Qant

Mingseng's colleague here. I made my complaint through Facebook, got a prompt response and was very happy with their complaint handling of this issue. Exactly the same issue- no entry must have an onward flight from Singapore etc. It is disappointing that Qantas doesn't appear to have followed it up with the lounge people in Jakarta, and even more disappointing to know that this issue was first identified back in March this year. I also had another complaint with Qantas lodged on the online form recently. This was about , in my view, a substandard business class meal service on a Jakarta-Sydney QF flight, which I affectionately refer to as the "No chips for you" incident. After being served what can only be described as a "hint" of roast chicken, with a still cold circle of garlic butter on it, I was still hungry. (Remember there was nothing identifiable or edible in the lounge). Greedily (apparently) I asked for a bag of chips, as after the FA went and checked I was told they were for the sector over, not the return flight. Kind of not what I was expecting after paying nearly $3000 for a return flight. Got the same "thanks for the feedback we will pass it on " response on that complaint which was lodged through the online form. Was disappointed at the time, but you know #firstworldproblems. I do, however, wish Qantas would re-think their catering on flights out of Jakarta and take their business service to the next level.

 

[JohnPhelan]

Re: Associate Qantas Lounge not letting Qantas members in and poor response from Qant

QF passengers can use two lounges at CGK - the Premier Lounge and the Pura Indah lounge. They are side-by-side in terminal 2. I recently used the Pura Indah, and had no trouble gaining access. The food and beverage options were poor, but at least it was somewhere to sit and the toilets were clean.

I suspect the issue is that the OP was flying Jetstar. Both the Premier Lounge and the Pura Indah have large boards outside their entrances displaying the logos of airlines whose pax are welcome. Both display the QF logo; neither displays JQ/3K.

I flew back in J on QF and thought the menu offerings were OK, though not as good as ex SYD.

 

[Danger]

Re: Associate Qantas Lounge not letting Qantas members in and poor response from Qant

I'm sure that until lounge access rules came along, the interpretation of the English language was far simpler.

It's just ridiculous.

 

[GalaxyNexus]

Re: Associate Qantas Lounge not letting Qantas members in and poor response from Qant

Pretty sure last year I was able to get into this lounge flying JQ to SIN (no connections) with my WP card. Maybe the dragon has been replaced and wasn't properly retrained.

 

[mingseng]

Re: Associate Qantas Lounge not letting Qantas members in and poor response from Qant

Hi Everyone, Qantas has got back to me and I am pretty happy with the response (thanks Red Roo). I would like to thank you for your comments and support.

I hope that Qantas can fix the issue with the people at Premier Lounge in the next few days!

 

[MEL_Traveller]

Re: Associate Qantas Lounge not letting Qantas members in and poor response from Qant

Hi Everyone, Qantas has got back to me and I am pretty happy with the response (thanks Red Roo). I would like to thank you for your comments and support.

I hope that Qantas can fix the issue with the people at Premier Lounge in the next few days!

Thanks for the update.

Can you give us a heads-up what Qantas did to resolve the issue?

 

[mingseng]

Re: Associate Qantas Lounge not letting Qantas members in and poor response from Qant

Hi MEL_Traveller, they have provided an appropriate response.

 

[MEL_Traveller]

Re: Associate Qantas Lounge not letting Qantas members in and poor response from Qant

Hi MEL_Traveller, they have provided an appropriate response.

Disappointing.

 

[mingseng]

Re: Associate Qantas Lounge not letting Qantas members in and poor response from Qant

Hi MEL_Traveller, I raised two issues when I started this post along the lines of:
1) Poor response from Qantas when I complained
2) No follow up with the Premier Lounge despite Qantas assurances to my colleague.

I believe that these two issues have been addressed by Qantas. Qantas has apologised appropriately and they have informed me that they will talk to Premier Lounge. What else can I say? I am happy with the outcome.

 

[dajop]

Re: Associate Qantas Lounge not letting Qantas members in and poor response from Qant

My speculation/theory on this: No lounge invitation = no access. Commonplace in contract lounges in Indonesia to require a lounge invitation (so they can bill airline appropriately). The Premier Lounge and Pura Indah lounges compete for business on this basis. To be a foolproof system, these invites should be provided at checkin to eligible passengers.