[Check in Staff not] Understanding QF/OW Tier Benefits.

[downgraded]

So where do you draw the line... are the outsourced check-in staff also expected to keep tabs on...

Yes. The out sourcing model is the airlines choice. The economic choice on their part should not be detrimental to my flying experience.

 

[sudoer]

However, in the case outlined above, this was JAL staff on contract to Qantas to provide ground support services, including check in.
Staff for a oneworld member airline, checking in people for another oneworld member.
I would expect them to be able to use their knowledge of oneworld access rules they have for JAL flight check in and be able to translate that across to another oneworld flight.

The case outlined was regarding EK lounge access on a QF flight number though. I wouldn't expect JL contract staff to be aware of the EK-QF relationship, particularly given EK themselves don't always honour it.

EK lounge access for QF status pax discussion [where/when? where/when not?]

I recently tried to access the EK lounge in PEK (Beijing). My ticket was for QF108 PEK-SYD in J and I am WP with QFF. There was an EK flight departing for DXB at about the same time. The EK lounge staff in PEK firmly stated there is no absolutely agreement in China to allow Qantas status pax...

www.australianfrequentflyer.com.au

 

[Max Samuels]

The case outlined was regarding EK lounge access on a QF flight number though. I wouldn't expect JL contract staff to be aware of the EK-QF relationship, particularly given EK themselves don't always honour it.

EK lounge access for QF status pax discussion [where/when? where/when not?]

I recently tried to access the EK lounge in PEK (Beijing). My ticket was for QF108 PEK-SYD in J and I am WP with QFF. There was an EK flight departing for DXB at about the same time. The EK lounge staff in PEK firmly stated there is no absolutely agreement in China to allow Qantas status pax...

www.australianfrequentflyer.com.au

I feel we make too many excuses for airlines.....

FA with bad attitudes? "Oh it must be so hard for them dealing people all the time - are you sure you weren't rude to them"?

 

[Himeno]

The case outlined was regarding EK lounge access on a QF flight number though. I wouldn't expect JL contract staff to be aware of the EK-QF relationship, particularly given EK themselves don't always honour it.

EK lounge access for QF status pax discussion [where/when? where/when not?]

I recently tried to access the EK lounge in PEK (Beijing). My ticket was for QF108 PEK-SYD in J and I am WP with QFF. There was an EK flight departing for DXB at about the same time. The EK lounge staff in PEK firmly stated there is no absolutely agreement in China to allow Qantas status pax...

www.australianfrequentflyer.com.au

The point is, even if JAL staff wouldn't know about QF EK lounge access, they should be able to direct a QF Gold member to any of the other oneworld J lounges at NRT, rather then just saying "Qantas lounge".

 

[flyingfan]

But the question is this: should check-in staff be knowledgable of the lounges and rules etc? i think YES.

Ideally yes but realistically no, when airlines can even get their own lounge entitlements wrong let alone partners/alliances. I'm happy to spend minimal time at baggage check in counters, let the agents concentrate on moving people through as quickly as possible and make it my business to know which lounges I can enter.

 

[Daver6]

Checking in at MNL for a QF flight. Was told they use the PAGSS lounge...but I could also use the CX lounge as its much nicer. So it does happen.

As for check-in staff knowing, given QF staff at their own domestic lounges can't even understand the OW rules for lounge access, I don't hold much hope for what you're expectations are.

 

[MEL_Traveller]

I agree with the OP that the level of knowledge by status members of FF programs can be very limited. And that’s where sites with the absolute basics come in handy.

However I don’t think check in staff should know any more than the absolute basics... the immediate and preferred lounge of the airline for the airport of departure. If Qantas golds don’t even know they can use a Cathay lounge in Hong Kong, how will they go coping with a partner or alliance lounge that doesn’t make boarding calls for example? You either know you can use partner lounges, and can take care of your own needs to get to the gate on time, or you are clueless... in which case it’s better to have you in the lounge where the airline knows you are, and can ‘supervise’ you.

In some cases partner lounges can be a long walk away, or in different terminals. Do we want check in agents spending time drawing maps? Or moving to check in the next person?

 

[lsmi4126]

I remember one night at HKG I had a lot of time in transit and I decided to leave the CX First Wing Lounge (GASP) and try the QF lounge.
Asked for a glass of champagne only to be told they only had Australian domestic sparkling rubbish (AKA acid rain).
In Hong Kong. Importing Australian sparkling wine to avoid paying for champagne. Unbelievable.
The bar man was quite put out when I declared my intention to return to the CX lounge - it made me wonder whether CX would have billed QF twice!

I've never been in the QF lounge at HKG. Why would I when there are so many [better] CX options - particularly the case for WP/P1/OWE... These tiers should be told thos at checkin.

 

[GoldCanyon340]

I’d suggest most travellers, bearing in mind there’s far more Gold and Qantas Club members, want to have a lounge to eat
before an overnight Economy flight. Ok, some want to load up on free alcohol but they’re a minority. These travellers just want a lounge and will go where they are directed as long as they are away from the throng.

Yes in a perfect world check in staff should give options but when pesky flyers go to other lounges and QF has to pay for that then, well, if I was the station manager I would be directing my staff to tell pax to go to the tired QF lounge as well.

 

[Max Samuels]

You either know you can use partner lounges, and can take care of your own needs to get to the gate on time, or you are clueless...

So what I am hearing is that airline tier status should actually be based on IQ rather than amount of travel?
Tell me more... I'm listening.....

 

[Hvr]

I've never been in the QF lounge at HKG. Why would I when there are so many [better] CX options - particularly the case for WP/P1/OWE... These tiers should be told thos at checkin.

Including by the railway station check-in staff?

Noting the multitudes of lounges and access conditions at some airports, especially HKG, maybe it would be better if there was a personalised access list on your actual booking, the same as the luggage entitlement?

Or even, on the QF MMB page have a link to the applicable airports and lounges that can be accessed according to status and class of travel.

This would provide personalised access as well as speed up check-in by not requiring the staff to give a potentially long explanation about the various lounges at the airport.

 

[MEL_Traveller]

So what I am hearing is that airline tier status should actually be based on IQ rather than amount of travel?
Tell me more... I'm listening.....

Sure. You get sent a membership pack with all your oneworld benefits listed in a couple of paragraphs. Now if folk can’t read that card, and don’t know even know that qantas gold/platinum is oneworld sapphire/emerald, they probably shouldn’t be heading off to partner lounges in different terminals. They should be in the place where their flight is called.

If you are a qantas gold and find yourself in the economy class queue to check in for your economy class cathay flight, because you have no idea you can use business class, we probably shouldn’t be too concerned if the check in agent doesn’t direct said passenger to the best lounge.

 

[esseeeayeenn]

Including by the railway station check-in staff?

Noting the multitudes of lounges and access conditions at some airports, especially HKG, maybe it would be better if there was a personalised access list on your actual booking, the same as the luggage entitlement?

Or even, on the QF MMB page have a link to the applicable airports and lounges that can be accessed according to status and class of travel.

This would provide personalised access as well as speed up check-in by not requiring the staff to give a potentially long explanation about the various lounges at the airport.

There is a lounge finder on the OneWorld website.

 

[woodborer]

I think all you can validly expect from check in staff is that they tell you about access to at least one lounge and provide you with a lounge pass if necessary.

I agree with this. Check-in staff should know which lounge is the 'preferred' lounge for the passenger in question.

Up to the passenger to know what their other options are.

 

[Himeno]

Including by the railway station check-in staff?

The city check in at the airport express rail stations can check in Qantas flights? I thought it was basically limited to CX flights.

 

[sudoer]

The city check in at the airport express rail stations can check in Qantas flights? I thought it was basically limited to CX flights.

There are 65 airlines with MTR check-in counters.

http://www.mtr.com.hk/archive/en/services/itci.pdf

 

[Hvr]

The city check in at the airport express rail stations can check in Qantas flights? I thought it was basically limited to CX flights.

Hong Kong airport guide | Qantas

Find out the services available at Hong Kong airport, including parking options, transport connections and more.

www.qantas.com

Early check-in is available with the Qantas In-Town Check-in service at Hong Kong and Kowloon Airport Express Line Stations, between 90 minutes and one full day ahead of your scheduled flight departure time.

Qantas In-Town Check-in service opens at 07:30 daily till 90 minutes prior the last scheduled flight departure time that day.

They certainly can, lots of airlines have check in counters at the stations.

 

[Himeno]

They certainly can, lots of airlines have check in counters at the stations.

Looks like they changed a lot since the last time I entered HKG and needed to check in on the way back to the airport (Aug 2010).
The last few times I've been to Hong Kong, it's either been a connection where I haven't left the airport, or a day trip into the city and already having the next boarding pass before arriving in HKG.

 

[Max Samuels]

There are 65 airlines with MTR check-in counters.

http://www.mtr.com.hk/archive/en/services/itci.pdf

I think they are "mostly" staffed by CX though..... but I could be wrong as I have only ever flown CX or QF out of HKG - and in the case of QF it is DEFINITELY CX staff....

But, without any data, I would still put money on the following: the airline with the highest number of flights out of HKG is CX - therefore, they have the most passengers, meaning most check-in agents at ITCI are CX, who are oneworld, so therefore one could argue they should know about the lounges....

 

[Danger]

Including by the railway station check-in staff?

Noting the multitudes of lounges and access conditions at some airports, especially HKG, maybe it would be better if there was a personalised access list on your actual booking, the same as the luggage entitlement?

Or even, on the QF MMB page have a link to the applicable airports and lounges that can be accessed according to status and class of travel.

This would provide personalised access as well as speed up check-in by not requiring the staff to give a potentially long explanation about the various lounges at the airport.

As mentioned, though, the Qantas website is not without its inaccuracies. For example, according to the website, Platinums don't have access to the domestic J lounge in Perth.

There is a lounge finder on the OneWorld website.

In my experience, the lounge finder is also littered with inaccurate information. For example, there's no mention that the QR BKK lounge is out-of-bounds to anyone not in J or F on oneworld (i.e. Emeralds flying non-premium).