LHR departure experience as WP travelling in Y on QF. What a fail.

[ajw373]

I've seen those desks, but never seen them manned. I figured that they were just a relic from the days when (if) they outbound immigration that BAA/UKBA was too lazy to remove.

When I first visited the UK in 1999 they did do outbound immigration. But as mentioned as recently as 2.5 years ago immigration staff randomly manned the T3 desks.

 

[Princess Fiona]

I've seen those desks, but never seen them manned. I figured that they were just a relic from the days when (if) they outbound immigration that BAA/UKBA was too lazy to remove.

I have seen them used but probably not in the last two years of leaving from T3. In fact I don't think the desks were there at all the last time I was there ( Sep last year)

 

[drewbles]

When busy, T3 is a cluster frack to say the least. Last time I was there (March), I had to dig through the sea of people to find the fasttrack queue. I then questioned the 'minder' who was shuffling people around (expediting pax for soon-to-leave flights) as to why the regular queue was moving faster. I was assured that the fasttrack queue was the queue 'to be in' as once the regular queue went through, they had to snake around in more queues before going through security (the regular queue was moving substantially faster than the fasttrack queue; at one stage, I didn't move for 15 minutes, I timed it). I noticed one person pass me whilst I was not moving, and then when I finally did get through, I noticed him pickup his bags on the other side of the X-ray. The regular queue, whilst being over twice as long, was moving a lot faster even inside as there were a lot more X-ray's and metal detectors open (Fasttrack had two. Total.).

I too had my BP scan red. I was called aside, the girl sighted it, saw the OWE on it and waved me through. You are allowed, it's just not on the barcode system (no idea why).

Time from joining queue to being on my way to the lounge: ~95 minutes. Shocking.

 

[OATEK]

There's no outbound immigration at LHR though.

There was once a few years ago after a major incident in the UK, that they were checking people going out. But you are right, generally there is no one sitting at the outgoing immigration point.

 

[Austman]

Back from my trip and a bit more reflective.

I suppose the overall experience is that MEL/SYD to LHR is a lot better than LHR to MEL/SYD for a Qantas WP, travelling in Y.

But to a few of the points.

LHR check-in was supposed to open at 16:30 for QF2 (21:30 departure). Too bad if you are on QF10 (22:30 departure) with luggage, even the 1st class desk staff says "sorry, come back at 17:30". I had carry-on only so could get a BP for QF10 at 16:40 when the 1st class desk opened (about 10 mins late). I witnessed the whole process upsetting a few actual F-class passengers who were there - they called it silly, inconvenient and a step backwards (it worked better with the BA partnership, apparently). At least get the kiosks working?

The LHR T3 departures security express lane is not so well explained, if you are in Y-class. You see others scanning their BPs, but a Y-class one will be rejected. The lane staff said it was due to it being Y class. They then needed my Qantas FF card (the BP printed status seemed not enough) and even then they could not find me. So it was not really an express experience and a pretty coughpy system.

BA now only have a few European flights (with no 1st class) and one long haul (to BKK) departing T3. So I'm not sure who the BA 1st class dining room is catering to? Pretty much only the 2 x Qantas and 1 x BA flight now. And the room was 100% empty at 18:45 when I tried to get access. Apparently the main benefit of the dining room is to be able to sit at a proper table - gee, when it's 100% empty, what's the problem?

I checked-in on-line using my iPhone (via safari). You get the pdf BP, but can't do much with it. You can't even email it. A bit of an iPhone thing I suppose. But being able to print a BP again, when a printer might be available, seems sensible to me.

Re: access to LHR T3 Emirates lounge. Well, it was predicted I suppose: Lounge Review: Emirates Lounge, London Heathrow: better than British Airways? - Airlines | flights | hotels | travel tech | style | apps - Australian Business Traveller. The CX 1st class lounge was small too, but they managed perfectly well and were warmly inviting! Something that the BA and EK lounges were not.

 

[ajw373]

LHR check-in was supposed to open at 16:30 for QF2 (21:30 departure). Too bad if you are on QF10 (22:30 departure) with luggage, even the 1st class desk staff says "sorry, come back at 17:30". I had carry-on only so could get a BP for QF10 at 16:40 when the 1st class desk opened (about 10 mins late). I witnessed the whole process upsetting a few actual F-class passengers who were there - they called it silly, inconvenient and a step backwards (it worked better with the BA partnership, apparently). At least get the kiosks working?

I think you will find that ever since Qantas have been in T3 (and maybe even before that), that their check-in has been separate from BA handled by Menzies. So don't see how it has changed since they have stopped partnering with BA.

 

[tt7]

LHR check-in was supposed to open at 16:30 for QF2 (21:30 departure). Too bad if you are on QF10 (22:30 departure) with luggage, even the 1st class desk staff says "sorry, come back at 17:30". I had carry-on only so could get a BP for QF10 at 16:40 when the 1st class desk opened (about 10 mins late). I witnessed the whole process upsetting a few actual F-class passengers who were there - they called it silly, inconvenient and a step backwards (it worked better with the BA partnership, apparently). At least get the kiosks working?

I checked-in on-line using my iPhone (via safari). You get the pdf BP, but can't do much with it. You can't even email it. A bit of an iPhone thing I suppose. But being able to print a BP again, when a printer might be available, seems sensible to me.

In my experience over the last couple of years, QF F check-in has always opened 5 hours before flight time - so with QF 2 leaving at 9.30, that means 4.30. You can check in for QF 10 then, but they won't take any bags until 5.30 (5 hours before QF 10 leaves) - pretty stupid, I know, but that's the way it is. If you turn up before QF opens, the BA people sitting right next door are of no use. Kiosks also don't seem to work before the desks open. I no longer fly QF (as I have no interest in transiting through DXB, thank you) but assume nothing has changed pre- or -post the BA vs. EK changes.

If you have your boarding pass on your iPhone, you can presumably take a photo of it (press the home button and the off button at the same time) and then email it from the camera roll.

 

[tomo69]

Makes me wonder if there is any real benefit in using time and money to chase WP

 

[Deleted member]

Mrs GPH and I were able to dine in the F restaurant (last week) with two (Guests) Y passengers, BUT then They only asked for my BP . so I am assuming either a guest is cool or they assumed we were all in F. Interestingly though, I was first asked If I had an invitation to dine in the restaurant . I replied that I wasn't aware I needed one, the hostess then said she would do one up for me, the lounge was quite quiet at that point though

 

[Austman]

5. QF has specifically made an exception that QFF's can only access the LHR EK lounge when flying on EK metal and not QF metal. See Qantas | Lounge Eligibility and Access under Access to Partner Lounges - I found this out the hard way like you did and checked the QF site after. They had changed it sometime mid April as that clause was not there in early April.

Yes they have. But it's not here: Qantas and Emirates Partnership | Qantas so it's pretty inconsistent, to say the least.

I suppose after 5 x refusals:

1. Check-in not open. Reason:too early for desk.
2. Kiosk refuses to issue a BP at 16:22 even though I had checked-in (but had no printed BP). Reason: too early for kiosk.
3. Fast Track refusal. Reason:Y-class travel and FF status not listed.
4. BA dining room refusal. Reason: not in F-class.
5. Emirates lounge access refusal. Reason: Not travelling on Emirates.

... you have to wonder if it's a premium experience you're getting. Sure, if I had arrived at LHR about 15 mins later, the first 2 would probably not have happened. It was the first time in years that I've been travelling on QF from LHR, so I was not experienced in the procedures or lounges.

And when weighing up if it could have been done better, I thought that most if not all the the 5 x refusals would not have happened when checking in for QF1 in SYD or QF9 in MEL.

 

[ajw373]

... you have to wonder if it's a premium experience you're getting. Sure, if I had arrived at LHR about 15 mins later, the first 2 would probably not have happened. It was the first time in years that I've been travelling on QF from LHR, so I was not experienced in the procedures or lounges.

And when weighing up if it could have been done better, I thought that most if not all the the 5 x refusals would not have happened when checking in for QF1 in SYD or QF9 in MEL.

So with point 1 what time do you want them to open? I mean to say they have two flights a day both late at night. Surly 5 hours before is more than reasonable and is a lot more than most airlines who normally go for 3 hours when they have infrequent flights. Indeed I transferred off Qantas domestic to Thai in Sydney 12 months ago and had to wait 2 hours for Thai check-in to open, it was an annoyance but why should Thai in this case open any earlier, or in your case Qantas? In your case 5 hours didn't suit your specific needs, but no matter what time is drawn in the sand someone somewhere will want it earlier. The only thing I find odd is with two flights an hour or so appart, the moment check-in is manned both flights should be 'open'. Not the bizzare situation of having staff who cannot (or more to the point will not) process the later flight.

 

[cirqueboy]

When you are talking about the signage are you talking express immigration or outbound security? If outbound security you are right they do have signs saying OWS and OWE can use it. If immigration then next time I better have a closer look as I thought it was invite, through a card given by the airline only.

Yes, the incoming immigration line has the same signage - at the bottom of the list on the signage it says OWE & OWS has access. We just showed our BP and WP cards and we were allowed access.

 

[Austman]

So with point 1 what time do you want them to open? I mean to say they have two flights a day both late at night. Surly 5 hours before is more than reasonable and is a lot more than most airlines who normally go for 3 hours when they have infrequent flights.

Yes, 5 hours is probably OK - but in SIN you can check-in way earlier and maybe in HKG too? I mean this is the flagship route! Perhaps allow premium classes and FFers to check-in when they like on the day of travel? But 5 hours was what I aimed for and arrived about 15mins early. I had had an early and busy morning, had missed lunch and decided to try to avoid the pm rush hour and get to LHR at 16:30 then enjoy a drink followed by a shower and dinner in the lounge before the long Y-class trip to MEL (and skip the food on the plane LHR-DXB). And when you just need a BP, why can't the kiosks work or there is a service desk? If the qantas.com website worked as I think it should, I could have re-printed the BP myself - so how hard can it be? There were some actual F-class passengers waiting at 16:20-ish who told me that they used to be able to check-in earlier when QF was with BA - although others here say that's wrong. Still, that the desk was not open, as published, at 16:30 (and it wasn't) was the least of my issues and I could have glady ignored that one.

 

[Austman]

And just to add, that the solution to most of my issues would have been to take the Emirates code-share QF8006 from LHR to DXB, then change to QF10 in DXB - it's all exactly the same price. But what sort of solution is that for Qantas?

 

[amaroo]

And just to add, that the solution to most of my issues would have been to take the Emirates code-share QF8006 from LHR to DXB, then change to QF10 in DXB - it's all exactly the same price. But what sort of solution is that for Qantas?

Unfortunately, this is a perfect summation of the situation......next time fly BA and indulge in a decent Flounge in T5 and all the other benefits of status.......you'll also get an opportunity to eat pork & those wonderful bacon rolls if in F or J

 

[ajw373]

And just to add, that the solution to most of my issues would have been to take the Emirates code-share QF8006 from LHR to DXB, then change to QF10 in DXB - it's all exactly the same price. But what sort of solution is that for Qantas?

Or you could have educated yourself on when check-in opens and tried to be there at that time, or not expect it to be open early because you got their early. This is the airport info page from Qantas.com for LHR.

http://www.qantas.com.au/travel/airlines/airport-guide-london/global/en#departures

Comparing to Emirates who have several flights spread throughout the day or BA with many flights a day from T3 both of whom are open all day is a bit rich. Though who knows maybe as the EK partnership beds in, Qantas and Emirates might combine their check-in desks and this become boot.

As you say it is a "flagship route", so maybe they need one person, checking in anyone all day, not just premium passengers. Though having said that I still don't think 5 hours before the flight is unreasonable and as mentioned above is a hell of a lot more time than other airlines in the SAME situation as Qantas. Ie limited flights, offer. Just thank yourself lucky you didn't have to sit outside at Lahore for 5 hours waiting for Thai check-in to open like I did years ago (or even Sydney as mentioned above where I had a few hour wait JUST to get a boarding pass).

 

[Austman]

Or you could have educated yourself on when check-in opens and tried to be there at that time, or not expect it to be open early because you got their early. This is the airport info page from Qantas.com for LHR.

London Heathrow Airport Guide | Qantas

Yep - I did that. The desk was not open at 16:30. Probably just running a bit late on the day.

Comparing to Emirates who have several flights spread throughout the day or BA with many flights a day from T3 both of whom are open all day is a bit rich.

Well how about a comparision to the other non-Australian QF A380 airports? It seems LHR is the odd one out:

LAX:
Check-in opens at 2pm daily for evening departures and closes at 11pm. For Terminal 4, check in at the Qantas counters located in the far right-hand corner as you enter the terminal.

SIN (no longer A380, but when it was):
Early check-in is also available from 1000 to 1400 at Row 4 and 1400 to 1700 at Row 5.

DXB:
No times mentioned on the QF website.

HKG:
Early check-in is available at Hong Kong and Kowloon Airport Express Line Stations up to 90 minutes before departure.

 

[opusman]

I wonder what the logic is of limiting the LHR EK lounge to pax flying on EK metal?

 

[madrooster]

I wonder what the logic is of limiting the LHR EK lounge to pax flying on EK metal?

To lessen the number of lounges QF WP's can "try out"? That'd be 4 lounges (or 7 if you count the F and J lounges separately) to go to...

 

[Austman]

I wonder what the logic is of limiting the LHR EK lounge to pax flying on EK metal?

I believe it's the lounge size. Too small it seems. That was what QF check-in staff said. And it was the view of AUSBT as well Lounge Review: Emirates Lounge, London Heathrow: better than British Airways? - Airlines | flights | hotels | travel tech | style | apps - Australian Business Traveller. But it sure looks a lot bigger than the CX lounge I went to.