Entering a QF lounge with QR WP and then changing to your QF FF #

[Happy Dude]

So im typing this reply, from outside the QF TSV lounge.
Denied entry as i dont have my QR WP number on my BP.
Even after showing them the confirmation from the QF team, and the AFF forum story.
They were happy to change my QF NP to QR WP, but for the 30 mins before the flight, it wasnt worth it. ( im traveling on works dime anyway)
Just very frustrating.

This will ensure that all will change FF# after gaining access to the lounge.

 

[AFF Editor]

Perhaps you can get their name and pass it on to @AFF Editor who might be able to follow this up with QF?

I'm onto it..

 

[Muppet501st]

Perhaps you can get their name and pass it on to @AFF Editor who might be able to follow this up with QF?

Have done just this.

 

[Muppet501st]

This will ensure that all will change FF# after gaining access to the lounge.

That’s exactly what I will continue doing at the others lounges I visit.
I think I was just unlucky, “caught out” so to speak since it was a small and very quiet lounge on the day. Otherwise I don’t think anyone would notice.

 

[AFF Editor]

Have done just this.

Qantas has told me that they're looking into this, and will send a reminder to staff about the correct policy this week.

 

[Daver6]

Qantas has told me that they're looking into this, and will send a reminder to staff about the correct policy this week.

What would be useful is if Qantas could suggest what their customers should do when their staff don't know the rules?

 

[Muppet501st]

Qantas has told me that they're looking into this, and will send a reminder to staff about the correct policy this week.

Im back there in 2 weeks, in fact every fortnight im passing thru, so hope it can be cleared up.

 

[AFF Editor]

Im back there in 2 weeks, in fact every fortnight im passing thru, so hope it can be cleared up.

I hope so too!

 

[MEL_Traveller]

What would be useful is if Qantas could suggest what their customers should do when their staff don't know the rules?

Good suggestion!

It would be helpful if QF could give some guidance like request the lounge staff to 'call [name of department]' or 'verify via [memo xyz]' in case this happens again.

 

[Muppet501st]

Sitting inside the QF CNS lounge, the staff here are awesome. They even let me guest in a random ( group in front of me who were deciding which person would have to wait outside ) that was on a different flight To me but also a JQ flight !!
Entered with my QR WP bp, didn’t want to make a scene

 

[Muppet501st]

Sitting inside the QF CNS lounge, the staff here are awesome. They even let me guest in a random ( group in front of me who were deciding which person would have to wait outside ) that was on a different flight To me but also a JQ flight !!
Entered with my QR WP bp, didn’t want to make a scene

Big thanks to AFF, have just received a call from QF apologising for my recent experiences with the QF TSV lounge, and the staff will be updated next week.
And for my troubles I will be credited with a few QFF points.
Also chatted about my moving over to QF and was asked if i had heard about the accelerate program, which i had but never explored. So will be signing up for the SG - 90 days to earn 200sc challenge.
Thanks QF and AFF again.

 

[Hvr]

Thank you so much for letting us know of a positive outcome. Too many times people forget to let us know.

Also @AFF Editor deserves kudos for raising this and following it up with Qantas. I can see an article or even a mention in a podcast about this matter.

 

[Cognac]

Sitting inside the QF CNS lounge, the staff here are awesome. They even let me guest in a random ( group in front of me who were deciding which person would have to wait outside ) that was on a different flight To me but also a JQ flight !!
Entered with my QR WP bp, didn’t want to make a scene

Kudos for letting in the extra. Made their day I'm sure.

 

[RichardMEL]

Big thanks to AFF, have just received a call from QF apologising for my recent experiences with the QF TSV lounge, and the staff will be updated next week.
And for my troubles I will be credited with a few QFF points.
Also chatted about my moving over to QF and was asked if i had heard about the accelerate program, which i had but never explored. So will be signing up for the SG - 90 days to earn 200sc challenge.
Thanks QF and AFF again.

THIS. This is how you do customer service/service recovery right and turn someone more towards the brand. Well done QF.

 

[hmmm]

I feel for the OP, but Qantas is not alone in this. BA in DFW trieD to claim that its own lounge is exclusively for Oneworld customers travelling on THEIR flight to London and no one else. As a oneworld elite, you’re eligible to use an appropriate oneworld lounge if you’re travelling on a oneworld marketed and operated flight. Try telling the lounge dragon that

 

[attimo69]

I'm getting so sick of Qantas staff not knowing their own rules. More of sick of staff members refusing to be informed of those rules by looking at their own website. I'd ask for an actual apology from the staff member involved who couldn't be convinced by Qantas' own website.

 

[attimo69]

THIS. This is how you do customer service/service recovery right and turn someone more towards the brand. Well done QF.

But is it though? Same mistake, over and over again. The only reason for this remarkable outcome is because of this website advocating on the member's behalf.

 

[inkylegs]

it’ was an incident like this that made me ditch Qantas some time ago. Was in Sydney international terminal and the gatekeeper denied me entry to the lounge it was even a code shared flight. I don’t know how much this woman cost Qantas over the years but I fly on average 3 times a week domestic pre covid plus long haul international every 3 months

 

[SpudOz]

I'm getting so sick of Qantas staff not knowing their own rules. More of sick of staff members refusing to be informed of those rules by looking at their own website. I'd ask for an actual apology from the staff member involved who couldn't be convinced by Qantas' own website.

Unfortunately, this behaviour haas been going on for years. Back in 2013, when the QF-EK alliance was very new, my husband was denied access to QF lounge while flying EK. I was involved as I was on speakerphone to the lounge staff reading out the rules! Still denied access, I wrote a lengthy missive to QF which resulted in various reprimands to the lounge staff. The lounge member who denied access to my husband was made to call me personally and she “advised” me that it was a misunderstanding. What a croc...

7 years on and nothing much has changed.....

 

[RichardMEL]

But is it though? Same mistake, over and over again. The only reason for this remarkable outcome is because of this website advocating on the member's behalf.

I agree that it shouldn't have had to come to some public shaming and action to bring this to light

And yes, it seems *SOME* staff in various locations (such as TSV) seem to either be unwilling to accept their training, or the re-enforcement is akin to a hand slap so they more or less ignore it (Like say the manager comes up and says "Oh head office called and said so-and-so was upset about not being let in with their oneworld elite card...." and more or less zero real care at the local level taken and probably difficult to shift those staff members - I mean if they are difficult on things like this, how are they internally? who knows... I don't.. but I find certain people can be trouble not just to customers but to managers and other staff.. or buddies.. or "protected" somehow or... we all know examples of what I'm getting at I am sure from our regular day jobs).

My point was that HQ recognised an issue and personally made contact and offered to redress the issue as much as they seemingly could. To me as a customer I think that's about all I could expect (any other bonuses like points or whatever.. I don't care about so much but it's a nice token nonetheless).

I do think there is ignorance and confusion among some of the ranks about what is what and let's face it much of them could care less about who is in an alliance this week and who is entitled to what.. specially with an unusual situation like a QR FF card but QFF# on the BP or wanting to change after entry. To some it probably looks like trying to do something against the rules. And you know some people just get off on being cough about it. Plus in this situation that the supervisor/manager on duty backed them up suggests to me that my point above about the local team more or less ignoring any request by head office may be closer to the mark.

I don't know how one addresses those issues. Contact QF station manager? And they'll say well hey the lounge works great no issues this is a storm in a tea cup why are you bothering me etc? You can see how this stuff MIGHT play out in this particular situation. I've never been through TSV so I have no clue either way what the deal is there nor would I presume to know. Just making general observations.

IU still believe QF as an *organisation* has tried to redress the issue.. and it's horrendous that it was not applied and continues on. That just doubles down on customer ill will.

all my views.