Business flight - one leg in Economy - Benefits?

[JackMiles]

Hi all,

Thanks up front for all the useful info and advice already in this thread. Just wanted to ask for thoughts on my particular situation; flying Ho Chi Minh - Perth on MH, first leg SGN-KUL in econ (flight time ~2hrs), second leg KUL-PER in Business (flight time +5hrs).

So, seems very clear that I should be granted lounge access in HCMC. However, I'm conscious that it's a contract lounge (Apricot Lounge, I believe is the one used by MH) so maybe not too familiar with deep-cut oneworld rules, and perhaps staffed by folk with limited English (and I'll cop to having NO Vietnamese). Just seems like a good chance of being turned away, so my request is for advice and opinions on best way to navigate inside, should there be any resistance.

I have noted the above posts about printing out the oneworld rules (or bringing them up, eg, on a phone/laptop screen at the time), but see my point above about ESL (not meaning to assume too much - might be pleasantly surprised/impressed). Have a translated version ready to go??

Anyone just happen to have experience with the Apricot Lounge in this sort of situation??

 

[MEL_Traveller]

Hi all,

Thanks up front for all the useful info and advice already in this thread. Just wanted to ask for thoughts on my particular situation; flying Ho Chi Minh - Perth on MH, first leg SGN-KUL in econ (flight time ~2hrs), second leg KUL-PER in Business (flight time +5hrs).

So, seems very clear that I should be granted lounge access in HCMC. However, I'm conscious that it's a contract lounge (Apricot Lounge, I believe is the one used by MH) so maybe not too familiar with deep-cut oneworld rules, and perhaps staffed by folk with limited English (and I'll cop to having NO Vietnamese). Just seems like a good chance of being turned away, so my request is for advice and opinions on best way to navigate inside, should there be any resistance.

I have noted the above posts about printing out the oneworld rules (or bringing them up, eg, on a phone/laptop screen at the time), but see my point above about ESL (not meaning to assume too much - might be pleasantly surprised/impressed). Have a translated version ready to go??

Anyone just happen to have experience with the Apricot Lounge in this sort of situation??

You raise a good issue. Contract lounges may have different arrangements with airlines, and the standard rules don't always apply. Even with a print-out of the rules, there may be reasons why you aren't allowed entry (capacity controls for example, or 'payment' for the lounge access).

 

[jastel]

Sitting in Latam lounge in SCL waiting for next flight to Lima...had Business upgrade for SYD to SCL bit, used lounge in CNS, BNE, SYD and now here all on one BP.

 

[JackMiles]

Just in case anyone was left wondering
...I did indeed get denied access to the contract lounge in SGN, by Malaysian. I argued the point and even had the relevant oneworld webpage printed out. Language was certainly not the problem, MH just refused to budge, basically said they do not follow those oneworld rules in this situation. I have lodged a complaint - really just out of curiosity. If anyone cares I will report back on the outcome of that complaint...if any.

 

[Quickstatus]

Let us know of the outcome.

Airlines have wide discretion to disallow lounge entry for a variety of reasons.
CX used to disallow QF WP but not WP1 passengers from using their Marco Polo lounge in SFO. Their excuse was that the lounge was full. This was until QF made an agreement with them. I’ve used it once and it was not full at the same entry time

 

[JackMiles]

Hi Quickstatus,
Since you asked, letting you know I got a reply to the written complaint I submitted online. They just repeated the line I was given at the airport. Here's the relevant excerpt:
"Please allow us to explain that there aren't any oneworld Lounge or Malaysia Airlines Lounge at SGN airport. We do however have a third party lounge which the passenger must hold the Lounge voucher or you can purchase the lounge voucher from there. Lounge voucher was not issued here due to the ticket from SGN to KUL being on Economy class and the KUL to PER on Business class. "

And in case you are curious, the body of my reply!
"Thank you for your reply. However, although I comprehend your clarification, it remains unsatisfying.
Regardless of who operates the lounge, it is listed on the oneworld website as a lounge available for use by eligible oneworld customers.
In addition to that, the oneworld website clearly states the eligibility requirements for lounge access, not just in general, but for this specific lounge, which I satisfied.
Finally, and obviously, Malaysia Airlines is a member of oneworld.
I paid to fly on a oneworld member airline and expected to receive the benefits clearly stated on their website. Do you dispute that I satisfied the eligibility requirements as stated on the oneworld website? Your email does not say so, nor did any MH representatives at the time. Instead, they, and you, essentially just said they are not following oneworld rules.
Malaysia Airlines, in this instance, did not honour the terms of their membership within the oneworld alliance.
I was not asking for anything I was not entitled to. In the end, Malaysian Airlines has suffered a significant dent to the goodwill I held for them."
That was sent 10/7/19 (yesterday), no reply to that as yet.

 

[Quickstatus]

Welcome to OW. Nothing much you can do unfortunately.

Likely the lounge at the local level required a voucher and as this was not provided they could not care less.

 

[JackMiles]

Yeah, it's pretty lousy but I don't expect any satisfaction from complaining. Doing it out of curiosity really. Not like there is any realistic compensation that will actually be of interest/value to me, in the unlikely event any is even offered. To be clear, my grievance is not with the lounge. It is with MH for not giving me the voucher that I was entitled to, just because they would have to pay the lounge a fee - to which I say, so what, that's part of the cost of my ticket.
Anyway, pretty crummy lounge so no great loss.