[Confirmed Fixed - Maybe Not!] No LHR T5 Galleries access for QP before BA/QF flights

[Austman]

Geez - where is the 'dislike' button when you need it?

Ungrateful...

Not ungrateful. It did not affect me at all. But I do think the situation was handled very, very poorly.

 

[bdl]

thanks Red Roo and AFF!

bdl

 

[anat0l]

QF has achieved the right result in the end and should be congratulated for it.

Hopefully this is the end of problems in this regard with BA.

The balance is that whilst we congratulate QF for its resolution, there is criticism to bear on the process taken towards it.

Frankly I would never be really positive about BA's handling of resolving issues, especially with its partners (with possible exception of AA).

Not ungrateful. It did not affect me at all. But I do think the situation was handled very, very poorly.

I commented as such on your quoted post mainly because according to you it seemed that QF did absolutely nothing right at all in this saga, except that you're missing the fact that at least a positive outcome has come about it (yes, it didn't affect you, but that is neither positive nor negative in outcome). Yes, this is a very minor thing, but a very subtle one.

Criticise QF if you will about the process, but you should at least have acknowledged the result. It's better this way than the alternative (i.e. no or a negative result).

I also have a point of contention about your proposed 'appropriate compensation', but that's an argument that I'm too tired to take up and will happily let through to the wicket keeper.

 

[amaroo]

Geez - where is the 'dislike' button when you need it?

Ungrateful...

For those of you who complain about QF's response time and compensation offerings, you don't want to hear stories about BA....

I have a different view when it comes to BA.

As a nobody with BAEC - my fist ever post on any forum was a cry for help on FT. We had issues, posted on FT, received the PM details for Nicci (BAEC, rep.....the RR of QF) sent message & within 1 day it was all sorted. What started off as a 10K change was dealt with for free.

A reaction like that for a status nobody can't be faulted.

How QF allowed their paid members to be rejected at the door....is just appalling.

 

[Mal]

Thanks Red Roo and Qantas for getting it sorted in the end.

Agree with others that it took too much time to be resolved, but realise they were probably complex negotiations over a very sensitive subject.

 

[anat0l]

I have a different view when it comes to BA.

As a nobody with BAEC - my fist ever post on any forum was a cry for help on FT. We had issues, posted on FT, received the PM details for Nicci (BAEC, rep.....the RR of QF) sent message & within 1 day it was all sorted. What started off as a 10K change was dealt with for free.

A reaction like that for a status nobody can't be faulted.

How QF allowed their paid members to be rejected at the door....is just appalling.

I haven't had any tiffs with BA, but from a few of my friends' experiences with BA it certainly wasn't as good as yours. A couple have had good recoveries, but it's quite rare in my circle.

I don't mind BA at all when things go at least semi-smoothly.

You must've got a good case for a resolution on the FT BA board. Another member of AFF who is also a member of FT had an issue and I don't believe got it resolved, along with being absolutely shot to pieces by the BA board regulars.

In fact, there is another AFF member who is waiting on a response from BA - and QF have already reacted (not on the board - it was handled through call centre).

Although QF sell the product that is dependent on another company, it's not always QF's fault (though it can). I keep thinking of the classic example was that AF flight...

 

[amaroo]

I haven't had any tiffs with BA, but from a few of my friends' experiences with BA it certainly wasn't as good as yours. A couple have had good recoveries, but it's quite rare in my circle.

I don't mind BA at all when things go at least semi-smoothly.

You must've got a good case for a resolution on the FT BA board. Another member of AFF who is also a member of FT had an issue and I don't believe got it resolved, along with being absolutely shot to pieces by the BA board regulars.

In fact, there is another AFF member who is waiting on a response from BA - and QF have already reacted (not on the board - it was handled through call centre).

Although QF sell the product that is dependent on another company, it's not always QF's fault (though it can). I keep thinking of the classic example was that AF flight...

I'm more than happy to pass on the details that I received....if required they can send me a PM & I'll be happy to provide.

I've seen both sides of the coin on FT....my poor CCR thread was a real entertainer.

 

[nlagalle]

Agree with others that it took too much time to be resolved, but realise they were probably complex negotiations over a very sensitive subject.

I think people also forget that they would have lost at least 2-3 weeks due to the Christmas break and people being on leave. that certainly would have slowed it down.

 

[Princess Fiona]

I haven't had any tiffs with BA, but from a few of my friends' experiences with BA it certainly wasn't as good as yours. A couple have had good recoveries, but it's quite rare in my circle.

I don't mind BA at all when things go at least semi-smoothly.

You must've got a good case for a resolution on the FT BA board. Another member of AFF who is also a member of FT had an issue and I don't believe got it resolved, along with being absolutely shot to pieces by the BA board regulars.

In fact, there is another AFF member who is waiting on a response from BA - and QF have already reacted (not on the board - it was handled through call centre).

Although QF sell the product that is dependent on another company, it's not always QF's fault (though it can). I keep thinking of the classic example was that AF flight...

I agree entirely. Just have a look at the FT thread on extra child guests in BA Lounges, seriously the sky would fall in if it happened, along with the deathly silence from Nicci

 

[tuapekastar]

Another member pleased with the outcome. Thanks to Red Roo and Qantas for it. I do feel for those adversely affected (though it is not a life-changing experience, it would have been a real bummer at the time, rejection is never nice), and it has taken some time to resolve, but it is an excellent outcome (and I'll admit that I wasn't necessarily all that confident that the outcome would be positive - I'm sure many here felt the same).

 

[ajw373]

Not ungrateful. It did not affect me at all. But I do think the situation was handled very, very poorly.

How so? Unless you were privy to the details of why access was initially denied and the negotiations that took place since then you, in fact none of us can say how well or poorly it was handled. As for communication with the punters, here in particular, Red Roo probably gave out all they could and like us scattered whilst the elephants mated as there was nothing to update. As others have said if Red Roo came back with an update saying discussions were still taking place that would have generated as much negative discussion as saying nothing and letting things run their natural course. Result aside the whole thing has been an issue that Qantas could not win.

 

[Deleted member]

The benefits of having Qantas Club membership. Particularly if you are only a silver FF ( like me)


If it doesn't matter if you win or lose.......How come they keep score?

 

[TonyHancock]

This analogy isn't perfect but.......

Bob's car is parked in his driveway. Alan comes along and takes the car. He doesn't tell Bob he is taking it though. Bob wants his car back, and Alan, eventually, tells Bob that he is working to get his car back to him. Many weeks pass without any communication from Alan, and then one day Alan tells Bob, again, that he is working on getting the car back to him.

Finally Alan gives Bob a date that he will get his car back. Bob celebrates this as a good result.......or does he? When he thinks about it he is only getting back something he has paid for himself. It should never have been taken from him.

Regardless of who is to blame, BA or QF, this is hardly something to celebrate. The result is the correct one, but circumstances leading up to it should never have happened.

I sympathise with RedRoo who was on a hiding to nothing with this story.

At least it has been sorted out and the correct outcome has been achieved.

 

[Deleted member]

This analogy isn't perfect but.......

Bob's car is parked in his driveway. Alan comes along and takes the car. He doesn't tell Bob he is taking it though. Bob wants his car back, and Alan, eventually, tells Bob that he is working to get his car back to him. Many weeks pass without any communication from Alan, and then one day Alan tells Bob, again, that he is working on getting the car back to him.

Finally Alan gives Bob a date that he will get his car back. Bob celebrates this as a good result.......or does he? When he thinks about it he is only getting back something he has paid for himself. It should never have been taken from him.

Regardless of who is to blame, BA or QF, this is hardly something to celebrate. The result is the correct one, but circumstances leading up to it should never have happened.

I sympathise with RedRoo who was on a hiding to nothing with this story.

At least it has been sorted out and the correct outcome has been achieved.

Sounds perfectly good to me (the analogy that is)


If it doesn't matter if you win or lose.......How come they keep score?

 

[ajw373]

This analogy isn't perfect but.......

Bob's car is parked in his driveway. Alan comes along and takes the car. He doesn't tell Bob he is taking it though. Bob wants his car back, and Alan, eventually, tells Bob that he is working to get his car back to him. Many weeks pass without any communication from Alan, and then one day Alan tells Bob, again, that he is working on getting the car back to him.

Finally Alan gives Bob a date that he will get his car back. Bob celebrates this as a good result.......or does he? When he thinks about it he is only getting back something he has paid for himself. It should never have been taken from him.

Regardless of who is to blame, BA or QF, this is hardly something to celebrate. The result is the correct one, but circumstances leading up to it should never have happened.

I sympathise with RedRoo who was on a hiding to nothing with this story.

At least it has been sorted out and the correct outcome has been achieved.

Indeed it isn't perfect, as for your analogy you are assuming that Bob (QF) owns the car when in fact Alan (BA) owns the car. So it is more like Bob leases the car from time to time from Alan and then rents it out to his own customers (QC members). Then one day Alan says he is upgrading the car and is not going to give it back to Bob thus leaving Bob's customers without access to Alan's car.

 

[MEL_Traveller]

just a couple of things... firstly... everything has it's price, including lounge access. and the Aussie dollar is a lot stronger against the pound these days... so it's not like qantas is battling huge blowouts.

a temporary solution could have been put in over the Christmas period, even if cost a little more. even if BA wanted £25 per visit during negotiations, why not pay it? airfares over Christmas are sky high anyway, so that cost could have been absorbed. you can either pay for high profile ambassadors... some of whom might allegedly be in trouble with the law... or you can pay for lounge access. hmmm... tough choice...

secondly, coming back with regular updates... that is actually the function of someone in PR. you cant actuallyget a pr qualification unless you learn how to engage, how to keep interest, and how to manage a process like this, even if it is a holding reply. there is no valid reason for silence. you either engage in social media, or you don't.

 

[thewinchester]

<rant temperature="blood_boiling">

I concur with TonyHancock's sentiments - it was going to be a coughshoot from the outset. Dammed if you do (something), dammed if you don't.

I'm personally quite horrified how some AFF members have reacted to the fact that an airline representative was listening to an issue, confirmed the problem, and FIXED IT!

Frankly, the reaction leaves me feeling quite embarrassed and questioning my own continued association around these parts.

Sure, it wasn't an ideal situation for some members as it did impact their comfort when en-route across Europe; but this wasn't going to be an easy fix as it required Company A to get together with Company B and likely fix some contractual things.

Those in the business world would know that drafting, signing and executing contracts isn't a task that can be done at the drop of a hat. Contracts and contractual issues take time, executive involvement, meetings, legal eagles and all sorts of other inputs to make sure they are done properly the first time.

So kudos to Red Roo and the wider QFF and Loyalty Operations teams for being able to resolve this issue as fast as they have.

</rant>

 

[simongr]

a temporary solution could have been put in over the Christmas period, even if cost a little more. even if BA wanted £25 per visit during negotiations, why not pay it? airfares over Christmas are sky high anyway, so that cost could have been absorbed. you can either pay for high profile ambassadors... some of whom might allegedly be in trouble with the law... or you can pay for lounge access. hmmm... tough choice...

We don't actually know if BA were asking for more money - BA don't seem to support paid lounge memberships.

 

[MEL_Traveller]

<rant temperature="blood_boiling">

I concur with TonyHancock's sentiments - it was going to be a coughshoot from the outset. Dammed if you do (something), dammed if you don't.

I'm personally quite horrified how some AFF members have reacted to the fact that an airline representative was listening to an issue, confirmed the problem, and FIXED IT!

Frankly, the reaction leaves me feeling quite embarrassed and questioning my own continued association around these parts.

Sure, it wasn't an ideal situation for some members as it did impact their comfort when en-route across Europe; but this wasn't going to be an easy fix as it required Company A to get together with Company B and likely fix some contractual things.

Those in the business world would know that drafting, signing and executing contracts isn't a task that can be done at the drop of a hat. Contracts and contractual issues take time, executive involvement, meetings, legal eagles and all sorts of other inputs to make sure they are done properly the first time.

So kudos to Red Roo and the wider QFF and Loyalty Operations teams for being able to resolve this issue as fast as they have.

</rant>

sorry to disagree with you... what else should we expect? at the very minimum, I would expect qantas to listen. at the very minimum I would expect a resolution one way or the other. at the very minimum, I would also expect updates... particularly given we have heard other people were turned away from said lounges.

qantas knows this is likely to cause embarrassment being rejected from a lounge, but no email to general members? no prior warning? just let people turn up and get turned away? yup, that's real nice.

we don't actually know who at qantas was responsible for rectifying the issue, but the fact is, they didn't know it was even happening!

yes the issue has been fixed, but do we really need to be silenced, and unable to complain, just because someone finally did something, 4 months after the problem was reported?

contracts can take time, but temporary measures could have been put in place. they weren't.

I am a qantas club member, I don't expect to have to get on my hands and knees and be ever so grateful just because someone listens and actions it. i am paying for a product, and that's what I expect to get... or at the very least, I expect to get told that product is no longer available.

what were they doing for four months to get this resolved? meeting their biographer, getting their hair done and meeting friends for dinner?

 

[Greggsy]

<rant temperature="blood_boiling">

I concur with TonyHancock's sentiments - it was going to be a coughshoot from the outset. Dammed if you do (something), dammed if you don't.

I'm personally quite horrified how some AFF members have reacted to the fact that an airline representative was listening to an issue, confirmed the problem, and FIXED IT!

Frankly, the reaction leaves me feeling quite embarrassed and questioning my own continued association around these parts.

Sure, it wasn't an ideal situation for some members as it did impact their comfort when en-route across Europe; but this wasn't going to be an easy fix as it required Company A to get together with Company B and likely fix some contractual things.

Those in the business world would know that drafting, signing and executing contracts isn't a task that can be done at the drop of a hat. Contracts and contractual issues take time, executive involvement, meetings, legal eagles and all sorts of other inputs to make sure they are done properly the first time.

So kudos to Red Roo and the wider QFF and Loyalty Operations teams for being able to resolve this issue as fast as they have.

</rant>

Well said that man.


Sent from my iPhone using Aust Freq Fly app