Disappointing WP experience at First Counter/Lounge regarding baggage limits

[kpro]

My mum who has been WP for over 10 years recently booked a flight to Taiwan on the Qantas website. The routing was SYD to HKG on QF and then HKG to TPE on CX. This was all on the one ticket, in Y class.

As a WP/OWE recent changes to benefits entitle her to an additional 20kg/1 piece baggage on all oneworld airlines (http://www.oneworld.com/ffp/emerald-privileges/). Upon trying to check in her 2 bags (both <20kg), the First counter told her that there was no such benefit and that she had to pay an extra $100 for the bag to be checked in all the way to TPE. After some discussion, the additional bag was tagged to HKG only. She then brought the issue up with the attendant at the First Lounge, and even showed the website above. They told her that the information on the website was irrelavant and that there was no additional baggage allowance on CX. She was then told to pick up her additional bag in HKG, clear immigration and re-check it in with CX directly!! She did this, and the CX counter in HKG readily recognised the additional baggage limit she is rightfully allowed.

I find this quite unacceptable for Qantas to not be up to date with the list of oneworld benefits, trying to charge $100 for additional baggage, ignoring the information on the oneworld website, and telling her to pick up her bags and re-check them in. With a 2hr connection window, she is lucky she didn't miss her connection. My mum will raise a formal complaint when she returns, however I feel Qantas' treatment of a long time WP member is unacceptable and shows their continuing decline in good customer service.

 

[opusman]

When a Qantas FF member is travelling with Qantas it is Qantas rules that apply to their benefits, not One World's.

However Qantas baggage allowance is 50kg with no piece limit for Platinum members in Y, so based on that she should not have been charged.

 

[GalaxyNexus]

I thought the problem was the check-in/first lounge attendants think the 50kg only applies to Qantas, not the connecting CX flight? Is it on the same PNR?

 

[Must...Fly!]

I'm not clued up on the MSC clauses but at first glance I would have thought the QF allowance would apply through to TPE...however regardless of that I agree it is very disappointing that the Emerald status baggage benefit wasn't recognised. The OW site states the following;

As an Emerald frequent flyer you can check in one additional bag for free in addition to your ticketed baggage allowance when you fly on oneworld airlines. If your ticket mentions a weight allowance, you can check in an extra 20kgs (44lbs). (This benefit is not available on British Airways 'Hand Baggage Only' fares on select short-haul routes and airberlin's JustFly hand baggage only fares).

 

[kpro]

I thought the problem was the check-in/first lounge attendants think the 50kg only applies to Qantas, not the connecting CX flight? Is it on the same PNR?

Yes, this is correct. They didn't believe she was entitled to anything more then 20kg/1 piece on CX HKG-TPE. Flights were on the same PNR. Her options were - pay extra, or retrieve bag in HKG.

I believe the new "Most Significant Carrier" rule would also have entitled her to check in the two bags all the way to TPE. In any case, she was entitled to the two bags but was refused by First staff.

 

[opusman]

The OW site states the following;

Again, OW rules do not (necessarily) apply to an airline's own members. WPs travelling on Qantas are treated as WPs, not OWEs.

 

[madrooster]

The MSC in this case is indeed QF however QF's elite baggage policy only applies for all-QF services (as are a lot of elite bag policies). It should've been 30kg to TPE as HKG-TPE is not a QF service, however the emerald allowance would've made it 50kg, which is the same as QF's WP policy for Y anyway.

Edit: this seems to be occurring largely at SYD F check in. I haven't seen any reports here of this occurring at MEL F check in... calling Red Roo!

 

[ComeFlyWithMe]

I have had variable experiences even when travelling F on QF, so this thread does not surprise me.

 

[Must...Fly!]

Again, OW rules do not (necessarily) apply to an airline's own members. WPs travelling on Qantas are treated as WPs, not OWEs.

Indeed, but the next flight (where the issue was) was on CX.

 

[opusman]

Indeed, but the next flight (where the issue was) was on CX.

Ah yes, true!

 

[ComeFlyWithMe]

I am going to take a punt and guess this was not on the same ticket.

It would appear the F check in staff are ill-equipped to deal with this complexity and have stuffed up my travel experience on more than one occasion.

 

[medhead]

If the MSC bit isn't recognised, it should still be fine with the QF allowance applying to HKG and the OW limit on CX to TPE.

 

[kpro]

I am going to take a punt and guess this was not on the same ticket.

It would appear the F check in staff are ill-equipped to deal with this complexity and have stuffed up my travel experience on more than one occasion.

Flights were purchased together, on Qantas website. Same ticket, same PNR.

http://img194.imageshack.us/img194/6017/captureqee.png

 

[ComeFlyWithMe]

Flights were purchased all at once, on Qantas website. Same ticket, same PNR.

Then they have no excuse. Staff there seem to be either amazing or inept. Nothing in between.

 

[oz_mark]

Then they have no excuse. Staff there seem to be either amazing or inept. Nothing in between.

...or computer says no :shock:

 

[ComeFlyWithMe]

...or computer says no :shock:

Yep, usually after some passion-fingered QF staff member has screwed with your booking IME...

 

[kpc]

A major screwup by QF. I would expect the QF F desk to know better. I would suggest a PM to Red Roo and I would have thought a letter of apology and a travel voucher from QF should be forthcoming...and RETRAINING of frontline staff!

Emerald privileges - oneworld

[h=3]Extra baggage allowance[/h] As an Emerald frequent flyer you can check in one additional bag for free in addition to your ticketed baggage allowance when you fly on oneworld airlines. If your ticket mentions a weight allowance, you can check in an extra 20kgs (44lbs). (This benefit is not available on British Airways 'Hand Baggage Only' fares on select short-haul routes and airberlin's JustFly hand baggage only fares).

 

[MEL_Traveller]

this is another example where we are perhaps tired of hearing about how qantas cannot compete because of labour costs, labour structure, and rising fuel (etc etc) yet they are perfectly happy to upset a platinum member because they can't follow fairly straight-forward printed rules. (it really shouldn't matter whether it is a platinum, gold or in fact ANY passenger)

they need to start getting the basics right, consistently, and ensure flying with qantas is a pleasurable experience. revenue will follow accordingly.


the 91 reasons to fly (or however many there are) need to focus on some core issues.

 

[Danger]

this is another example where we are perhaps tired of hearing about how qantas cannot compete because of labour costs, labour structure, and rising fuel (etc etc) yet they are perfectly happy to upset a platinum member because they can't follow fairly straight-forward printed rules. (it really shouldn't matter whether it is a platinum, gold or in fact ANY passenger)

they need to start getting the basics right, consistently, and ensure flying with qantas is a pleasurable experience. revenue will follow accordingly.


the 91 reasons to fly (or however many there are) need to focus on some core issues.

Here, here. Very well said.

 

[Sprucegoose]

Again, OW rules do not (necessarily) apply to an airline's own members. WPs travelling on Qantas are treated as WPs, not OWEs.

I don't understand your point.

wouldn't the minimum standards apply to the entire journey and in this case wasn't that Qantas?