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

[el_rooto]

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.

It could be a case of politics with QF vs BA management...

 

[Flying mermaid]

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.

Sorry I do want more...... When people have been able to use terminal 5 for years if things change then we should be told - the fact that legally it can be done because of theT&C, still doesn't make it not a change in customary usage. As I said a little more respect for your customers wouldn't go astray. Speaking as a person who has run a small business for 27 years, I try and treat all my clients with respect. I might whinge and whine behind their backs, when they are unreasonable, but I try to anticipate their needs and if I can change things to meet a request I do. I still like to turn a profit, so you have to balance these things and I understand that if it has become too expensive for Qantas to provide access to BA lounges, or if BA has listened to the whinging of BAEC people (and there has been a lot on the other board over the years) and closed access to T5 to paid QC people then fine. But where things have changed a bit of courtesy in letting customers know in advance rather than people just being turned away is what I seek. Yes the T&C state no access but when you have been allowed access previously then this is a change.

 

[el_rooto]

I understand that if it has become too expensive for Qantas to provide access to BA lounges, or if BA has listened to the whinging of BAEC people (and there has been a lot on the other board over the years) and closed access to T5 to paid QC people then fine. But where things have changed a bit of courtesy in letting customers know in advance rather than people just being turned away is what I seek. Yes the T&C state no access but when you have been allowed access previously then this is a change.

That would involve communicating with the colonial riff-raff!

 

[Danger]

As noted, a similar discussion is progressing on Flyertalk. A member there has posted this (QF internal) document dated 31 May 2010 which includes:



I have two problems with this. First, it's not explicit on the lounges or locations, simply referring flyers to the website. Second, since when have Qantas Club members been able to access "oneworld carrier owned and operated lounges" with the exception of BA and AA? This point suggests a Qantas Club member could use a CX lounge, for example. My point being, once again, that lounge access is not straight-forward but very convulated and not easy to follow for most.

 

[Flashback]

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

Well actually, there have been changes of name by BA. As the lounges have been refurbished they have been renamed from Terraces lounges to Galleries lounges.

 

[BD1959]

As noted, a similar discussion is progressing on Flyertalk. A member there has posted this (QF internal) document dated 31 May 2010 which includes:

View attachment 4337

I have two problems with this. First, it's not explicit on the lounges or locations, simply referring flyers to the website. Second, since when have Qantas Club members been able to access "oneworld carrier owned and operated lounges" with the exception of BA and AA? This point suggests a Qantas Club member could use a CX lounge, for example. My point being, once again, that lounge access is not straight-forward but very convulated and not easy to follow for most.

As the member responsible for that response, a little context helps. This was a reply to a statement made by QF - and relayed to the FT Board - that QC access had never been a benefit at T5 Galleries Lounges. Given the majority - if not all - of the codeshares depart from T5 then the only lounges which would be available to the Qantas Club cardholder would be the aforementioned Galleries in T5.

I agree, the language is convoluted, but it is not intended for a wide audience. The use of the document was to disprove QF's insistence that it has never been a benefit for QC members to use a Galleries lounge.

With respect to it being a QF Internal document: yes it is marked as such but generally available on the Internet and easily found via a Google search. Very much in the public domain (for the time being!).

Regards,

BD

 

[Danger]

As the member responsible for that response, a little context helps. This was a reply to a statement made by QF - and relayed to the FT Board - that QC access had never been a benefit at T5 Galleries Lounges. Given the majority - if not all - of the codeshares depart from T5 then the only lounges which would be available to the Qantas Club cardholder would be the aforementioned Galleries in T5.

I agree, the language is convoluted, but it is not intended for a wide audience. The use of the document was to disprove QF's insistence that it has never been a benefit for QC members to use a Galleries lounge.

With respect to it being a QF Internal document: yes it is marked as such but generally available on the Internet and easily found via a Google search. Very much in the public domain (for the time being!).

Regards,

BD

Sorry. I had not intention of being rude or heavy-handed here and hope I didn't come across that way.

I would argue (as I think you are) that a number (if not all) of the flights listed as codeshares at the start of that document depart from T5. As a result, the reference to lounge access being available implies it is indeed the lounges in T5 that are accessible. Again, I think we're arguing the same point here! The document may well come in handy when QF argues, as appears to have been the case to at least one AFF member, that T5 lounge access rights never existed.

And I've no idea why I made reference to the document being internal. It's not an issue for me. And the fact that it's from the QF agents' website suggests it was never intended to be internal anyway!

 

[Princess Fiona]

Well actually, there have been changes of name by BA. As the lounges have been refurbished they have been renamed from Terraces lounges to Galleries lounges.

I was actually referring to T5 Lounges which have been called Galleries since they opened AFAIK. I am aware that re-furbs and name changes from Terraces to Galleries have been occurring elsewhere.
The point I'm trying to make is that in T5 there has been no name change, QP access has been granted up until now and that it is not a name change which had resulted in the removal of that access

 

[Flashback]

I was actually referring to T5 Lounges which have been called Galleries since they opened AFAIK. I am aware that re-furbs and name changes from Terraces to Galleries have been occurring elsewhere.
The point I'm trying to make is that in T5 there has been no name change, QP access has been granted up until now and that it is not a name change which had resulted in the removal of that access

Fair enough. FWIW, I've flown out of T5 a few times and have never had any issues either using my QP card for access.

 

[jojen]

To me this is clearly a case of " the left hand does not know what the right hand is doing "

jojen

 

[BD1959]

Sorry. I had not intention of being rude or heavy-handed here and hope I didn't come across that way.

Actually, I think I quite like being referred to as a "member"!!

I would argue (as I think you are) that a number (if not all) of the flights listed as codeshares at the start of that document depart from T5. As a result, the reference to lounge access being available implies it is indeed the lounges in T5 that are accessible. Again, I think we're arguing the same point here! The document may well come in handy when QF argues, as appears to have been the case to at least one AFF member, that T5 lounge access rights never existed.

Total harmony!

Peace & Love,

BD

 

[Princess Fiona]

Fair enough. FWIW, I've flown out of T5 a few times and have never had any issues either using my QP card for access.

No probs, my posts aren't always as clear as I'd like them to be.
I wish there were a few more posts regarding recent successful entry to T5, sadly I can only find one either on here or FT
I really hope that QF make some sort of announcement either way and get on with solving the problem.
Whilst not affecting me directly at present due to status, I would have purchased memberships for my kids as they got older to allow us to continue to access the lounges as a family when we go back to the UK.

 

[Flying mermaid]

Whilst not affecting me directly at present due to status, I would have purchased memberships for my kids as they got older to allow us to continue to access the lounges as a family when we go back to the UK.

These things tend to come and go - no doubt at some point in the future QF and BA will want to win people back and will announce new and improved lounge access

 

[ajw373]

Sorry I do want more...... When people have been able to use terminal 5 for years if things change then we should be told - the fact that legally it can be done because of theT&C, still doesn't make it not a change in customary usage. As I said a little more respect for your customers wouldn't go astray. Speaking as a person who has run a small business for 27 years, I try and treat all my clients with respect. I might whinge and whine behind their backs, when they are unreasonable, but I try to anticipate their needs and if I can change things to meet a request I do. I still like to turn a profit, so you have to balance these things and I understand that if it has become too expensive for Qantas to provide access to BA lounges, or if BA has listened to the whinging of BAEC people (and there has been a lot on the other board over the years) and closed access to T5 to paid QC people then fine. But where things have changed a bit of courtesy in letting customers know in advance rather than people just being turned away is what I seek. Yes the T&C state no access but when you have been allowed access previously then this is a change.

Rightly or wrongly, by all accounts access to the T5 lounges should NOT have been possible since the day the opened as galleries. It does not appear to be a case of Qantas having made any change what so ever, and certainly no indication that THEY have cut it off due to cost as your message above infers. What it seems is for a few years access has been granted to people who it shouldn't have been granted but now BA is more closely enforcing THEIR, repeat THEIR rules. It is THEIR lounge afterall not Qantas's.

 

[Flying mermaid]

Rightly or wrongly, by all accounts access to the T5 lounges should NOT have been possible since the day the opened as galleries. It does not appear to be a case of Qantas having made any change what so ever, and certainly no indication that THEY have cut it off due to cost as your message above infers. What it seems is for a few years access has been granted to people who it shouldn't have been granted but now BA is more closely enforcing THEIR, repeat THEIR rules. It is THEIR lounge afterall not Qantas's.

You are of course entitled to your view. I merely request courtesy and notification.....

 

[antibody]

When did this start happening? I'm currently silver / QC and transited through T5 for a BA flight to Geneva in the middle of August this year. I got access to both the north and south Galleries lounges and was even allowed to guest Mrs antibody who is a NB.

 

[Princess Fiona]

When did this start happening? I'm currently silver / QC and transited through T5 for a BA flight to Geneva in the middle of August this year. I got access to both the north and south Galleries lounges and was even allowed to guest Mrs antibody who is a NB.

There has been no official public confirmation or denial but a few posts have suggested that BA stopped access 9th/10th Oct. QF have admitted via email and telephone calls to individuals ( myself included) that access to T5 has been denied.
One QP member so far has posted here that they were allowed access after this date.

 

[Timba-Jet]

I'm still holding out for official confirmation from Qantas, but if what is being reported is true this has really got me fired up.
I usually turn the other cheek at some of the negative sentiments about Qantas, but this is inexcusable.

I've sent off an email on the website requesting clarification on the lounge access policy at LHR T5.

On the matter of Terraces v Galleries technicality, I pointed out in the email the JFK BA lounge is listed as a Galleries lounge on the BA website, but is still referred to as a Terraces lounges on the Qantas site as the Associated lounge used in JFK for QF108.

I feel for the poor customer consultant that has to respond my very technical email.

Can't fault Qantas customer care for their response, got a phone call at 8:50am this morning after sending email at 10pm the previous night. Unfortunately it went to voice message

Similar to other posts, the gist of the message:
- Qantas not aware BA has been allowing QC members access to Galleries lounges in the past
- as far as Qantas is concerned QC access is per stated website, Terraces and Executive club access only
- with recent customer complaints regarding BA no longer allowing Galleries lounge access, Qantas are investigating
- Matter escalated to senior management to sort out with BA
- website will be updated once clarification received.

I was disappointed I did';t get a chance to respond verbally, in I find it appalling :evil: Qantas thought it was acceptable to not have BA Galleries lounge access (especially at T5 LHR) but yet still promote BA lounge access as a benefit of QC.
That Qantas management were so blind or incompetent to not realise :shock::
1. BA were allowing T5 lounge acces
2. QC members would expect this access since, Qantas routes majority of BA codeshare flights via LHR which depart from T5.

On a positive, impressed with the service in responding to complaint.

 

[simongr]

That Qantas management were so blind or incompetent to not realise :shock::
1. BA were allowing T5 lounge acces
2. QC members would expect this access since, Qantas routes majority of BA codeshare flights via LHR which depart from T5.

On a positive, impressed with the service in responding to complaint.

How would QF mgt know that BA were allowing QP access to the T5 lounges - they aren't QP members and don't have lounge access...

I take your second point that there is obviously some miscommunication somewhere about this.

I do think that the byzantine lounge arrangements make these sort of things "acceptable" as the airlines dont find any of the exceptions strange even though we find them atrocious.

 

[Princess Fiona]

Just to throw a different light on this, the agent from QF who called me referred specifically to QF not being aware that T5 access had been denied to QP members until complaints were received.
She also stated that QF are now aware that BA are renovating and changing the name of lounges and that with their latest apparent inforcements this is having/will have significant impact on QP membership. I was not fed the party line that BA can refuse access and that any access prior was not part of the JSA.
I managed to refrain from being my usual chatty self in order to let QF do the talking. The only question I asked was in relation to time frames for resolution.
Yet again QF would be best advised to let us know officially what's happening and what they are doing about it