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

[jojen]

Long time member, but first time poster !!! I have been watching this thread with great interest. Mr jojen has been QP member for 5 years. The main reason for joining was to gain access to lounges when we travel to Europe once a year. It enables us to have access when we depart Australia and during a stopover, usually one or two nights. It also enables us to refresh after the horrendous 12 hour flight down the back in either 72A [747] or 80A/K [380] before we continue on to somewhere in Europe.

We have always been able to access the Galleries lounge in Terminal 5 before our connecting flight and did so in May this year.

We have both made Silver level in the last few weeks as we have had a few other trips this year, and were hoping to at least maintain this next year or maybe even reach gold.

However this erosion of benefits has us seriously wondering if we will continue with our loyalty to Qantas.

I realise that if we travelled in Business or achieved Gold level this would not be a problem. However as we are retired this is probably not an option. [Maybe if the price of qantas shares rose and they paid a dividend it would be possible !!!!! ]


jojen

 

[Andyzx]

Congrats on the first post jojen. You put the case very well.

My wife and I are similar; we travel every 12-18 months to UK / Europe and have used the T5 lounge for a couple of hours or more on our connecting flights, its painful otherwise [insert crying face here]. To loose this access would mean our trips to MAN airport would be by Singapore or Emirates not the extra stop via LHR on QF. Our other Europe flights would now change to a cheaper option with no lounge access but still much cheaper.

My other concern is QF flights that will now connect with BA, BKK, SIN will probably initially stay at T3 but via HKG (my preference to catch up with friends / colleagues for the day) goes to T5 and the return with no lounge access after the MAN leg won’t be happening!

QANTAS
A simple request at a minimum, BA flights from T5 that go to ASIA / Middle East and FRA, that can connect with QF flights, QC access to T5 Galleries be maintained.

Your's hopefully
:-|
Andy

 

[tuapekastar]

Pretty much spot on. In record breaking speed I've just had a phone call from Customer Care, about 10 mins after sending my email.
Gist of the conversation:
Qantas didn't know anything of the recent refusals in T5 until members started contacting them. ( I know serfty's agent said different)
They understand that T5 only has Galleries Lounges, and soon there will be no Terraces lounges anywhere and that if the problem isn't resolved they are in deep cough.
Every time a member complains they are escalating it to QF Senior Management.
There is no timeframe for resolution yet but QF are talking to BA to try to resolve the problems as soon as possible, they will then be able to update the website.

Well that's the first possible positive we've heard on this. Lets hope the resolution is one that maintains BA lounge access for QP members under the conditions they had prior to lounges being renamed Galleries, and not simply updating the website to say there is no longer access to BA lounges. I have ~22 months of QP membership on hold and if (more likely when!) I drop below Gold I want that membership to include everything it had when I purchased it.

 

[Danger]

Whilst I agree with the sentiment that OneWorld needs to sort it's abnormalities out, the fact remains in this case OneWorld agreements have nothing to do with lounge access for paid Qantas Club members. Lounge access based on OneWorld status is straight forward and is not effected in this case.

I respectfully disagree. If lounge access was straight forward, there wouldn't be (fairly significant) caveats like these:

Exceptions:
1. American Airlines AAdvantage® Program: American Airlines AAdvantage® Program members, regardless of their tier status, may not use lounges when travelling on solely North American itineraries (defined as within or between the USA, Canada, Mexico [except Mexico City], the Bahamas, Bermuda and the Caribbean). In these cases, access rules are governed by American Airlines' own rules (ie paid lounge-access membership).
2. Qantas Frequent Flyer Programme: Qantas Frequent Flyer Gold members may not use the Qantas Domestic Business Class Lounges.
(oneworld - Lounge Access)

​

I received a call from the CS desk yesterday from a different person.

It was stressed the "Galleries" access at T5 has NEVER [officially] available on the basis of Qantas Club membership before a BA flight. Any such access gained to a T5 galleries was due to error.

I noted that was rather glib since most QP advertising promotes partner lounge access including BA (aside from footnoteand brackets specifics)and to not have access to BA's T5 lounges before most BA flights could be considered false advertising. I also advised this was extremely disappointing and I know of people who are unlikly to renew QP membership because of it.

Pretty much spot on. In record breaking speed I've just had a phone call from Customer Care, about 10 mins after sending my email.
Gist of the conversation:
Qantas didn't know anything of the recent refusals in T5 until members started contacting them. ( I know serfty's agent said different)
They understand that T5 only has Galleries Lounges, and soon there will be no Terraces lounges anywhere and that if the problem isn't resolved they are in deep cough.
Every time a member complains they are escalating it to QF Senior Management.
There is no timeframe for resolution yet but QF are talking to BA to try to resolve the problems as soon as possible, they will then be able to update the website.

So what we've got is two very conflicting stories? Wow. Imagine my surprise!

A simple request at a minimum, BA flights from T5 that go to ASIA / Middle East and FRA, that can connect with QF flights, QC access to T5 Galleries be maintained.

In my opinion, that just complicates things further and adds yet another footnote. It needs to be blanket access to BA lounges if QF is to save face on this one. Regardless of the split hairs between Galleries and Terraces, it has only been in the past few weeks that Qantas Club members have started having an issue. That's a very clear indication that access was always granted. And as we know, BA lounge staff are not known for bending the rules.

 

[Andyzx]

In my opinion, that just complicates things further and adds yet another footnote. It needs to be blanket access to BA lounges if QF is to save face on this one. Regardless of the split hairs between Galleries and Terraces, it has only been in the past few weeks that Qantas Club members have started having an issue. That's a very clear indication that access was always granted. And as we know, BA lounge staff are not known for bending the rules.

I have to agree but my experience of QF enhanced benefits, once lost it's gone (gold bags excluded). This at least gives the QF connecting flyers access... - but totally agree, it needs to be returned in full and training for the BA D's to understand it.

 

[medhead]

Those that see this change as a significant reduction in benefits and have QC membership, on hold or active, there is always the option to request a refund of fee for remaining term of the membership, as allowed in the T&C.

As I prefer to fly to FRA, this doesn't impact on me, atm.

 

[jojen]

Congrats on the first post jojen. You put the case very well.

My wife and I are similar; we travel every 12-18 months to UK / Europe and have used the T5 lounge for a couple of hours or more on our connecting flights, its painful otherwise [insert crying face here]. To loose this access would mean our trips to MAN airport would be by Singapore or Emirates not the extra stop via LHR on QF. Our other Europe flights would now change to a cheaper option with no lounge access but still much cheaper.

My other concern is QF flights that will now connect with BA, BKK, SIN will probably initially stay at T3 but via HKG (my preference to catch up with friends / colleagues for the day) goes to T5 and the return with no lounge access after the MAN leg won’t be happening!

QANTAS
A simple request at a minimum, BA flights from T5 that go to ASIA / Middle East and FRA, that can connect with QF flights, QC access to T5 Galleries be maintained.

Your's hopefully
:-|
Andy

Thankyou Andy.

Mr jojen has just recieved a reply form Qantas stating that lounge access is only available at Terminal 3 and NOT Terminal 5. Qantas do not seem to know what is happening. As we have been able to access this in the past as have other QP members I do not understand why the change of name should suddenly affect entry.

Like you we have enjoyed travelling to Europe via Hong Kong , but as Qantas cancelled flights from HK to Heathrow from next year we are flying via Singapore on an overnight flight and not looking forward to it !!!!!

Hopefully this matter will be resolved so Qantas Club members can continue to use the lounges which their paid membership has entitled the to do in the past.

jojen

 

[MelUser]

It is very easy for an airline to change the name of a lounge to deny access.

When members joined or join Qantas Club, they do that with the understanding that they will be able to use an airline lounge (in some form) when travelling Qantas, American Airlines or British Airways. To change the name of a lounge to defeat this intention is really unfair of Qantas and goes against the spirit of the arrangement into which the Qantas Club member is drawn.

Red Roo - this needs to be passed back to Qantas.

PS: A few years ago Qantas did this in FIJI and it caused outrage on this site too.

 

[simongr]

To change the name of a lounge to defeat this intention is really unfair of Qantas and goes against the spirit of the arrangement into which the Qantas Club member is drawn.

Red Roo - this needs to be passed back to Qantas.

Qantas haven't changed the name of anything. BA have.

 

[ajw373]

I respectfully disagree. If lounge access was straight forward, there wouldn't be (fairly significant) caveats like these:

Exceptions:
1. American Airlines AAdvantage® Program: American Airlines AAdvantage® Program members, regardless of their tier status, may not use lounges when travelling on solely North American itineraries (defined as within or between the USA, Canada, Mexico [except Mexico City], the Bahamas, Bermuda and the Caribbean). In these cases, access rules are governed by American Airlines' own rules (ie paid lounge-access membership).
2. Qantas Frequent Flyer Programme: Qantas Frequent Flyer Gold members may not use the Qantas Domestic Business Class Lounges.
(oneworld - Lounge Access)​

Bzzt, these caveats only apply to actual customers of said airline in relation to lounges owned by said airline, so is not a OneWorld issue. So stand by my comment that access based on OneWorld status is fairly straight forward and is not in any way shape or form related to this issue which is access to certain BA lounges by paid Qantas Club Members.​

In my opinion, that just complicates things further and adds yet another footnote. It needs to be blanket access to BA lounges if QF is to save face on this one. Regardless of the split hairs between Galleries and Terraces, it has only been in the past few weeks that Qantas Club members have started having an issue. That's a very clear indication that access was always granted. And as we know, BA lounge staff are not known for bending the rules.

Maybe there isn't much that Qantas can do about it, they are BA lounges afterall and they are the ones who determine who can and cannot access them, and they are the ones that set the price for access by customers of other airlines.

 

[Princess Fiona]

There has been no change of name by either QF or BA, the Lounges in T5 have always been called Galleries North and South.
AFAIK the QF T&C's haven't been updated or changed either and state that Qantas club members can access BA Terraces and Executive Club Lounges.
What appears to have happened is that BA has now decided to follow the QF T&C's by the letter and thus deny access to it's Galleries Lounges by QP members ( with the exception of T3).
QF and BA need to sort this out and in the meantime QF would do well to put out a news release advising that they are aware of the current problems and seeking a solution

 

[Flying mermaid]

Maybe there isn't much that Qantas can do about it, they are BA lounges afterall and they are the ones who determine who can and cannot access them, and they are the ones that set the price for access by customers of other airlines.

This is true - however Qantas should know what is going on and should inform people who have paid for memberships of the new situation in advance, not have members suffer the indignity of being turned away at a lounge. Our family has a total of 25,000 status credits among us, with another 5,000 status credits due to be added by next July (3 x Aone4s + sundry other flights planned). We also have 4 paid memberships - 2 lifetime, plus another 2 x 4 year memberships that are on hold, as Mr FM and I are both Gold. I had fully intended putting all our trips for the next few years (semi retired planning to travel a lot) to Qantas, until both Mr FM and I had LTG. This actually doesn't affect the two of us, as we travel pointy end, but it is annoying for the younger members who have lifetime QC. Also it is just plain disrespectful to FFs. Qantas is very quick to send out e-mails when they can trumpet some improvement, why not when there is a negative that we need to be aware of? Dr FM is travelling to England next month and would have flown from T5 to Europe - she has used the lounge a number of times before and would have been very embarrassed to have been turned away - thank goodness for this board!

 

[el_rooto]

QF and BA need to sort this out and in the meantime QF would do well to put out a news release advising that they are aware of the current problems and seeking a solution

I assume because RedRoo hasn't commented its above his paygrade.... (Sorry RedRoo)

 

[Pushka]

So all BA needs to do to exclude us pesky Colonials using the BA club is change the name in the T3 Terminal to "Galleries" and we are all excluded from the Lounge when flying with Q back to Australia?

 

[el_rooto]

So all BA needs to do to exclude us pesky Colonials using the BA club is change the name in the T3 Terminal to "Galleries" and we are all excluded from the Lounge when flying with Q back to Australia?

As stated earlier in the thread, its already called a "Galleries" lounge and it is specifically mentioned as a partner lounge in the T's and C's....

 

[simongr]

I assume because RedRoo hasn't commented its above his paygrade.... (Sorry RedRoo)

He may be getting the beard seen to. Bit of a no win though for Red Roo - if they post a place holder comment "we are investigating" then people. Complain that the answer doesn't come quick enough after that and if he doesnt comment at all people complain.

This a bit like ATA in that you can't fly QF from this location even if you tried!

 

[ajw373]

This is true - however Qantas should know what is going on and should inform people who have paid for memberships of the new situation in advance, not have members suffer the indignity of being turned away at a lounge.

It is in the Qantas club T&C's and by all accounts has been there for sometime so what more do you want? Indeed the Galleries lounge at T5 opened a good 2-3 years ago. From reports here all that has changed is BA is now enforcing this more than they have in the past. But yes it is a bit stupid, it should either be an all or nothing thing, not based on the name of the lounge.

 

[reductionist]

Red Roo really needs to comment on this.

Recommending Qantas Club memberships to relatives and colleagues has turned into a very embarrassing situation for me.

I really don't want to have *another* discussion with those who followed my suggestion about how their QP membership has been devalued.

This LHR situation certainly isn't looking good.

What a dumpster fire.

 

[el_rooto]

Red Roo really needs to comment on this.

Recommending Qantas Club memberships to relatives and colleagues has turned into a very embarrassing situation for me.

I really don't want to have *another* discussion with those who followed my suggestion about how their QP membership has been devalued.

This LHR situation certainly isn't looking good.

What a dumpster fire.

I am assuming he would have if he could.

Edit: I must admit I'm a bit biased as I like quieter lounges. However my London based GF has a QP membership so this could be bad for her... She just needs to fly more....

 

[TonyHancock]

Bit of a no win though for Red Roo - if they post a place holder comment "we are investigating" then people. Complain that the answer doesn't come quick enough after that and if he doesnt comment at all people complain.

I agree not posting riles people and posting "holding" comment riles people. It is a no win scenario, but an apology for the delay and "we are on to it" is less damaging than not posting IMHO. If QF engages in regular posting it is more likely to build up some trust so that "holding" comments are more readily accepted.

This looks more like a case of cough up rather than conspiracy. A bit of miscommunication and misinterpretation. I'm sure neither QF or BA would plan changes like this and then implement them in this fashion.