Lounge Access Help Desk

[admin]

Background to this thread
We have noticed an increase in the posting of questions regarding what Airport Lounges are available at specific airports when travelling on specific airlines. While one can be assured of access at the airline lounge when travelling on that airline (provided you have Lounge membership), thing start to get complex when travelling on a codeshare or partner airline.

Posting Guidelines
Please post your questions about Lounge access in this thread. Be sure to include the airline you are travelling on, the airport (and terminal, if known), and any Airline Status or Airport Lounge membership programs you have.

When answering questions, please include the original question. This will assist in readability and management of the thread.

(Special thanks to Princess Fiona for suggesting this new thread.)

 

[bertair]

Re: I'm in the QF Lounge thread

Further to my previous posting, I am now back in Australia and had a most disappointing reception on my return from Qantas (Staff member at the BC Lounge reception desk).
With re construction work underway at SYD International Terminal and the long walk through Duty Free, we missed the way to the QF BC Lounge on airside on our way through.
I now understand that the only lounge is on the departures level and nothing in the arrival levels, although I thought that there would be an arrivals or transit lounge available.
We had arrived from a very long flight and wanted to freshen up and have a coffee before joining our onward flight in a few hours time.
After we had cleared Customs and went to the transfer desk to take the Bus to T3, I enquired about going to the BC Lounge in International only to be told that once we had left the airside, we could not return, but to go to the T3 QF Business Lounge once arrived in T3.
We had our boarding passes from our Business Class flight into SYD from HKG and our connecting flight and as our domestic sector does not have any Business Class, I expected to be given entry as informed by QF staff in T1.
The rather haughty female receptionist abruptly informed me that we could not enter and we should have gone to the T1 lounge on arrival.
I asked for a Supervisor to make the call on her ruling, but she said it was too early for the supervisor.
She fumbled around for a rather thick manual and began flipping pages to look up the rules, although my feelings are that she did not know the rules, and pretended to look them up.
After a few minutes, she said that the rules stated that no Int er BC PAX could go to the Domestic BC lounge unless they were flying Business Domestically.
Needless to say, with the effects from a long flight and the treatment being dished out, I was not a happy QF BC customer, my wife even less so.(she is Silver Status).
Could someone please shed light on my position as I will take the matter further with QF if this person was wrong.
I find it downright rude of QF to take my many $$$$$ for 2 BC return fares and be met with such a response on arrival back into the country.
On arrival at LHR, one can always get into a BC lounge, so is it because there is no lounge in arrivals in T1 SYD that QF impose this rule ?
Or was it just another arrogant QF staff member on a power trip ?

 

[incumbent]

Re: I'm in the QF Lounge thread

Or was it just another arrogant QF staff member on a power trip ?

No.

.............

 

[bertair]

Re: I'm in the QF Lounge thread

No.

.............

No
So, do you know the answer then ? A "NO" hardly says if you do or not.

 

[Deleted member]

Re: I'm in the QF Lounge thread

It does if the question is what "incumbent" highlighted in their reply.

Moving on, this kind of problem surfaces every now and then. Many AFF'rs have taken to printing out T&C's to support their right to entry. Often this s because of an experience like yours. I can't comment on your specific issue , I'm not in possession of all the facts. I'm sure that with some perseverance and research you will get the right answer.
It can be really annoying when your expectations are not met, but it's often the way with international partner lounges.

 

[JessicaTam]

Re: I'm in the QF Lounge thread

Further to my previous posting, I am now back in Australia and had a most disappointing reception on my return from Qantas (Staff member at the BC Lounge reception desk).
With re construction work underway at SYD International Terminal and the long walk through Duty Free, we missed the way to the QF BC Lounge on airside on our way through.
I now understand that the only lounge is on the departures level and nothing in the arrival levels, although I thought that there would be an arrivals or transit lounge available.
We had arrived from a very long flight and wanted to freshen up and have a coffee before joining our onward flight in a few hours time.
After we had cleared Customs and went to the transfer desk to take the Bus to T3, I enquired about going to the BC Lounge in International only to be told that once we had left the airside, we could not return, but to go to the T3 QF Business Lounge once arrived in T3.
We had our boarding passes from our Business Class flight into SYD from HKG and our connecting flight and as our domestic sector does not have any Business Class, I expected to be given entry as informed by QF staff in T1.
The rather haughty female receptionist abruptly informed me that we could not enter and we should have gone to the T1 lounge on arrival.
I asked for a Supervisor to make the call on her ruling, but she said it was too early for the supervisor.
She fumbled around for a rather thick manual and began flipping pages to look up the rules, although my feelings are that she did not know the rules, and pretended to look them up.
After a few minutes, she said that the rules stated that no Int er BC PAX could go to the Domestic BC lounge unless they were flying Business Domestically.
Needless to say, with the effects from a long flight and the treatment being dished out, I was not a happy QF BC customer, my wife even less so.(she is Silver Status).
Could someone please shed light on my position as I will take the matter further with QF if this person was wrong.
I find it downright rude of QF to take my many $$$$$ for 2 BC return fares and be met with such a response on arrival back into the country.
On arrival at LHR, one can always get into a BC lounge, so is it because there is no lounge in arrivals in T1 SYD that QF impose this rule ?
Or was it just another arrogant QF staff member on a power trip ?

QF do not have any arrivals or transit lounges in AU. If you had been catching another int flight from SYD you would have been able to access the int lounge after transiting security, as you had arrived on a QF flight in J. This, however, does not translate to the domestic lounges. They require the next flight to be with QF in J.

The T1 staffer was [-]wrong[/-] correct to tell you that you could access the dom lounge, and the T3 was [-]correct[/-] wrong in that you could not enter, [-]but[/-] and also wrong to say you could have visited the int lounge whilst still airside - as there is no way for a connecting dom passenger to get to it.

An exception to this is a WP who may access a dom lounge after arriving on any OW flight.

Access for SYD here: http://www.qantas.com.au/travel/air...omestic-t3/domestic-business-lounge/global/en

Edit: corrected information based on Princess Fiona's post (following)

 

[Princess Fiona]

Re: I'm in the QF Lounge thread

QF do not have any arrivals or transit lounges in AU. If you had been catching another int flight from SYD you would have been able to access the int lounge after transiting security, as you had arrived on a QF flight in J. This, however, does not translate to the domestic lounges. They require the next flight to be with QF in J.

The T1 staffer was wrong to tell you that you could access the dom lounge, and the T3 was correct in that you could not enter, but wrong to say you could have visited the int lounge whilst still airside - as there is no way for a connecting dom passenger to get to it.

The only exception to this is a WP who may access a dom lounge after arriving on any OW flight.

Access for SYD here: http://www.qantas.com.au/travel/air...omestic-t3/domestic-business-lounge/global/en

This is not correct. The T1 staffer actually appeared to know the rules.
The OP should have been allowed access to the Business lounge for the Domestic Sector as the connecting long haul flight was in Business class.
This is detailed in the One World lounge access policy which QF should know and abide by

"Connecting between oneworld marketed and operated flights:
First and Business Class customers connecting on the same day of travel, or before 6am the following day, can access the lounge when travelling between an international long haul (a oneworld international long haul flight is defined as an international flight marketed and operated by any oneworld carrier with a scheduled flight time longer than 5 hours) and an international short haul or domestic flight (and vice-versa).
Lounge access will be determined on the international long haul ticketed flight (either First of Business Class) regardless of the ticketed class of travel on the international short haul or domestic flight.
You must be prepared to show your boarding pass or itinerary showing travel in First or Business class on the international long haul flight, in order to access the lounge before your international flight"

https://www.oneworld.com/ffp/lounge-access

 

[JessicaTam]

Re: I'm in the QF Lounge thread

Thanks for the OW information Princess Fiona. I have corrected my post.

 

[Princess Fiona]

Re: I'm in the QF Lounge thread

Thanks for the OW information Princess Fiona. I have corrected my post.

Thanks Jess
It's pretty frustrating that the QF staff in the domestic terminal don't know and follow these rules.

EDIT: And what's even crazier still is that the QF link you posted for SYD states that International Business passengers are permitted access when connecting from a QF/EK/OW flight! How could the staff at T3 not know this !!

 

[TomVexille]

Re: I'm in the QF Lounge thread

Thanks Jess
It's pretty frustrating that the QF staff in the domestic terminal don't know and follow these rules.

EDIT: And what's even crazier still is that the QF link you posted for SYD states that International Business passengers are permitted access when connecting from a QF/EK/OW flight! How could the staff at T3 not know this !!

Lack of correct training. Unfortunately a common problem across alliances.

 

[BD1959]

Further to my previous posting, I am now back in Australia and had a most disappointing reception on my return from Qantas (Staff member at the BC Lounge reception desk).
With re construction work underway at SYD International Terminal and the long walk through Duty Free, we missed the way to the QF BC Lounge on airside on our way through.

Actually, you didn't. As you've since discovered, there is no arrivals lounge.

I now understand that the only lounge is on the departures level and nothing in the arrival levels, although I thought that there would be an arrivals or transit lounge available.

Note to self ...?? Always check lounge availability before departure ...??

The rather haughty female receptionist abruptly informed me that we could not enter and we should have gone to the T1 lounge on arrival.
I asked for a Supervisor to make the call on her ruling, but she said it was too early for the supervisor. She fumbled around for a rather thick manual and began flipping pages to look up the rules, although my feelings are that she did not know the rules, and pretended to look them up. After a few minutes, she said that the rules stated that no Int er BC PAX could go to the Domestic BC lounge unless they were flying Business Domestically. Needless to say, with the effects from a long flight and the treatment being dished out, I was not a happy QF BC customer, my wife even less so.(she is Silver Status).
Could someone please shed light on my position as I will take the matter further with QF if this person was wrong. I find it downright rude of QF to take my many $$$$$ for 2 BC return fares and be met with such a response on arrival back into the country.

Forget calling for a supervisor - this only flags that you have no confidence in the person in front of you (whch you obviously don't - and justifiably so ... !!) I'd work with that person to resolve ... in future: both know your rights and be prepared to enforce ... as others have stateed, under oneWorld rules, you should have been permitted .... copy, show and encourage that on the day.
[/QUOTE]

On arrival at LHR, one can always get into a BC lounge, so is it because there is no lounge in arrivals in T1 SYD that QF impose this rule ?
Or was it just another arrogant QF staff member on a power trip ?

Ah, here your arguments just fall in a heap! The BAEC Community on FT is full of stories of inconsitent enforcement of the rule when connecting BA LH J to UK Domestic J (which really doesn't exist). Likewise, I'd suggest always carrying a copy of the rules to show to the desk, especially when OW rules override anything on the QF website (which is inconclusive with respect to LH J to Domestiic Y).

Regards,

BD

 

[serfty]

.. Likewise, I'd suggest always carrying a copy of the rules to show to the desk, especially when OW rules override anything on the QF website (which is inconclusive with respect to LH J to Domestiic Y) ...

It would be more correct to state that "OW rules override anything on the QF website (except when it comes to PAX flying QF, looking to use QF lounges and using QF status").

 

[andye]

Re: Advice for SYD lounging

Question about guest allocation and child access to QP and Domestic Business Lounge in SYD.

I understand QP members/QF SG/WP/P1 can have a guest and 2 children at the QP but does anyone know the child (in Y) access policy when travelling (1) on a Business Class ticket and (2) One World Sapphire with another programme.

(Travelling SYD-BNE 3 adults (one BA OWS) and 4 children (3,7,13,16) early next year-considering buying one or more business reward tickets to get access)

EDIT: Ignore title SYD not LAX

I answered some of my question by calling QF today. They told me a non-status Dom J ticket would allow 1 guest with 2 children to the Dom Business Lounge in SYD.

Called VA to see how it compares. No guest access at all for non-status J pax (but access can be bought for $65 pp) . Interesting point of difference

As for non-QF OWS I remember I was only allowed 1 guest in the Int Lounge earlier this year so wouldn't expect it to be different for QP.

 

[bertair]

Re: I'm in the QF Lounge thread

Once again the Princess has the information at hand.Thank you.
On Monday I rang Qantas regarding my issue and while the response was polite and apologetic,it in no way compensated for the 4 1/2 hour wait and cost of eating etc. in the terminal when we should have been able to shower and relax in the QF Lounge when we were entitled to.
Yes, I did show boarding passes for our flights which clearly showed the incoming Business Class flights with QF that we had arrived on and the connecting domestic QF. The reception person was not interested that point as far as I could tell.
Perhaps Qantas have an issue with staff who are insufficiently trained to work in reception available in the early part of the day ?
Anyway, from previous experience the T3 Business Class lounge early mornings does get hectic and overcrowded with the "suits", (as I once was one ), grabbing breakfast etc before jetting off.
So maybe things could've been worse.
I doubt if QF would ever consider making it easier to go the T1 Lounge for arriving pax after clearing Immigration/ Customs if they could, or create another smaller one near the transfer desk during any future reconstruction at SYD T1.
As I do not normally use other carriers for international out of SYD,( I am now considering a change of habit ); do they have the same policy with J PAX in their lounges as QF ?

 

[MEL_Traveller]

Re: I'm in the QF Lounge thread

bertair... did you actually ask qantas for $50 per person to cover the denial of access to the lounge?

you have a contractual arrangement, as part of your ticket, to access the lounge. and the airline didn't deliver what you paid for.

Qantas sold lounge passes for around $50 IIIRC a couple Christmases ago. So it would be reasonable for you to ask for that level of compensation.

 

[bertair]

Re: I'm in the QF Lounge thread

bertair... did you actually ask qantas for $50 per person to cover the denial of access to the lounge?

No, I did not, but I would be surprised if QF were so generous to offer me $100.
Has anyone else here had such an offer in similar circumstances.?
As far as things stand, I think I shall know better next time and move on.
I am waiting to decide where to go on my next trip and how I can use my now many accumulated points for a F Class upgrade; just once.

 

[MEL_Traveller]

Re: I'm in the QF Lounge thread

No, I did not, but I would be surprised if QF were so generous to offer me $100.
Has anyone else here had such an offer in similar circumstances.?
As far as things stand, I think I shall know better next time and move on.
I am waiting to decide where to go on my next trip and how I can use my now many accumulated points for a F Class upgrade; just once.

i would certainly submit receipts for food and beverages. You paid for lounge access. Only fair that you receive the benefit.

 

[Princess Fiona]

Re: I'm in the QF Lounge thread

i would certainly submit receipts for food and beverages. You paid for lounge access. Only fair that you receive the benefit.

Yes I would do this as well. I would also submit a politely worded PM to Red Roo as this deserves to go all the way up the food chain.

 

[bertair]

Re: I'm in the QF Lounge thread

Thank you Princess, but it didn't occur to me to save receipts and in our jet lagged state, we were not thinking of any compensation and assumed that with belt tightening, QF were trying to discourage arriving PAX from entering the already over crowded lounges.
If a future QF PAX does not experience what we went through, then the outcome will be satisfying enough should Red Roo be able to bring to the QF "Controllers" my gripe.
Little things like our experience are not a BIG deal in the scheme of things when other unfortunates suffer far worse.
"Smile and any anger in others usually dissipates, even arrogant airline staff"
BTW Is it only outbound to Australia flights from HKG that have another level of security checks at the gate prior to boarding ?
I have never experienced a security check after all others, within the aircraft loading passages like in HKG. (It was being done in 2008, my last time in HKG, when I had my unopened 2 bottles of duty free gin confiscated after passing through the gate).
Why do they do it ?

 

[defurax]

Re: I'm in the QF Lounge thread

BTW Is it only outbound to Australia flights from HKG that have another level of security checks at the gate prior to boarding ?
I have never experienced a security check after all others, within the aircraft loading passages like in HKG. (It was being done in 2008, my last time in HKG, when I had my unopened 2 bottles of duty free gin confiscated after passing through the gate).
Why do they do it ?

It happens at HKG, DXB and other ports without delivery of duty free liquids in tamper proof bags at the gate. More on this here: http://www.australianfrequentflyer....uid-bag-search-coming-56978-3.html#post969408

 

[MEL_Traveller]

Re: I'm in the QF Lounge thread

Thank you Princess, but it didn't occur to me to save receipts and in our jet lagged state, we were not thinking of any compensation and assumed that with belt tightening, QF were trying to discourage arriving PAX from entering the already over crowded lounges.
If a future QF PAX does not experience what we went through, then the outcome will be satisfying enough should Red Roo be able to bring to the QF "Controllers" my gripe.
Little things like our experience are not a BIG deal in the scheme of things when other unfortunates suffer far worse.
"Smile and any anger in others usually dissipates, even arrogant airline staff"
BTW Is it only outbound to Australia flights from HKG that have another level of security checks at the gate prior to boarding ?
I have never experienced a security check after all others, within the aircraft loading passages like in HKG. (It was being done in 2008, my last time in HKG, when I had my unopened 2 bottles of duty free gin confiscated after passing through the gate).
Why do they do it ?

All flights to Australia are subject to LAG (liquids) laws. Hence the check at the gate. Bangkok is another airport with a similar procedure, as is Singapore (but it's less obvious as they do security at the gate anyway).

Some airports have systems in place to allow the carriage of liquids (duty free) on board... in Singapore this includes delivery of alcohol after security, but before boarding. Other airports allow no large bottles at all (BKK).

No need for receipts with QF - just an estimation of how much you spent. There is no reason for you to keep the receipts as you were told you had no lounge access, and you were misled into believing the rules were being followed.

Compensation is a good way to ensure the issue progresses up the line.