Lounge access on arrival for Platinums

[medhead]

Shockingly expressed. Is the 'same day flight' the inbound one, or do they mean another out bound one? Why not qualify 'any flight' like the next sentence? If the latter, its describing just stock standard lounge access before an eligible flight, nothing to do with access on arrival (end of journey).

Perhaps you missed the word "any". That means it is both the inbound and the outbound flight - any flight.

... again, its simply describing stock standard lounge access before an eligible flight, nothing whatsoever to do with the 'question'. But the implied answer, because Qantas loves to keep things vague for its Platinum flyers, is that NO ACCESS ON ARRIVAL (END OF JOURNEY)

The international bit tells you that access is only before a flight. That pretty much answer any question about arrivals access.

I put it to you that the only difference between the work that the Qantas web people do, and the work that people on this board do, is that their work is open to the world to see. I hope every time people around here make a mistake they put a little 'I'm and intern' stamp into their timesheet! The wording is not wrong, just incomplete.

I freely admit when I'm wrong at work. My work certainly is on display everyday. I don't get offended if people pick up on a failure, by me, to undertake basic proofreading. Instead of attacking that person, I fix the mistake. That is a massive difference.

 

[serfty]

I put it to you that the only difference between the work that the Qantas web people do, and the work that people on this board do, is that their work is open to the world to see. I hope every time people around here make a mistake they put a little 'I'm and intern' stamp into their timesheet! The wording is not wrong, just incomplete.

If I make a mistake I am only ready to acknowledge it.

I was probably somewhat unfair on the 'work experience' copy writer comment. Yes it is incomplete.

The way I see it with such mistakes - and such errors are common - is the original text is composed by someone who is very familiar with the subject/ but often more verbose than would be deemed desirable for an FAQ (in this case) and a sub-editor who might not be completely in tune with the subject trims it down, thereby making the content not reflect the actual reality/intention.

A compete QnA could read something like:

...
Question

If I am a Platinum Frequent Flyer am I able to use The Qantas Club or International Business Lounge on arrival (if available)?

Answer

You can access Qantas Clubs and Domestic Business lounges when you are travelling on any flight the same day with a Qantas, Emirates or Jetstar (QF, EK or JQ ) flight number or on a oneworld flight number operated by a oneworld carrier. This includes on arrival from such an aforementioned service.

For Qantas owned and operated International Business or First lounges, your next onward flight that day must be on either a Qantas, Emirates or Jetstar (QF, EK or JQ) flight number on a oneworld flight number for a service operated by a oneworld carrier. Such International Lounge access is not available purely from having same day travel on such a service, including on arrival.

 

[Danger]

And in conclusion, in respect of the below, its a big Thank You to the Qantas Social Media Staff for taking only 3 weeks to turn this thread against its users and to get the FAQ changed to the current version, no matter how badly expressed.

I'm not sure if you are being sarcastic or not but in my opinion this had been handled poorly by QF and I found the approach disingenuous. While we don't know for sure I'm willing to bet a fair bunch of increasingly hard to use QFF points on the fact that it was only changed because of this thread. All the way the "authenticated company representative" was nowhere to be seen. A simple 'Thanks for bringing this to our intention. I've raised it with the relevant team for review but it appears that the FAQ is out of date. There is no international lounge access on arrival for Platinum FFs. Apologies for the inconvenience' from Red Roo would have gone a bloody long way.

But, not. Stealth is the approach they take.

A compete QnA could read something like:

While I agree with your first paragraph the second should be much simpler: "No, Qantas Platinum Frequent Flyers do not have access on arrival to international business lounges". Don't skirt the issue. Remember the original FAQ had a big, attractive "Yes". This was is a big no without saying it.

I can't agree with some others that the FAQ is simply out of date. As one or two have noted, rightly or wrongly, the FAQs are published by Qantas on their website and I believe any passenger is entitled to act according to that information. How many times has a passenger told "It's on our website" when being pulled up for oversize bags or check-in times or whatever? It works both ways.

 

[RooFlyer]

Perhaps you missed the word "any". That means it is both the inbound and the outbound flight - any flight.
<snip>.

Yes, I missed it. Stand corrected.

<snip> The international bit tells you that access is only before a flight. That pretty much answer any question about arrivals access.<snip>.

So I think we are in agreement.

I'm not sure if you are being sarcastic or not but in my opinion this had been handled poorly by QF and I found the approach disingenuous. While we don't know for sure I'm willing to bet a fair bunch of increasingly hard to use QFF points on the fact that it was only changed because of this thread. All the way the "authenticated company representative" was nowhere to be seen. A simple 'Thanks for bringing this to our intention. I've raised it with the relevant team for review but it appears that the FAQ is out of date. There is no international lounge access on arrival for Platinum FFs. Apologies for the inconvenience' from Red Roo would have gone a bloody long way.

But, not. Stealth is the approach they take.

<serfty's comment here>

While I agree with your first paragraph the second should be much simpler: "No, Qantas Platinum Frequent Flyers do not have access on arrival to international business lounges". Don't skirt the issue. Remember the original FAQ had a big, attractive "Yes". This was is a big no without saying it.

I can't agree with some others that the FAQ is simply out of date. As one or two have noted, rightly or wrongly, the FAQs are published by Qantas on their website and I believe any passenger is entitled to act according to that information. How many times has a passenger told "It's on our website" when being pulled up for oversize bags or check-in times or whatever? It works both ways.

Facetious is how I'd put my comment - I know, a failing of mine. I agree wholeheartedly with your comment about what the "authenticated company rep" might have said; in fact I agree with all your comments.

Just what is it about Qantas that they can't just make straightforward statements about lounge access (amongst other things) on their web site? Today I've been reviewing my lounge access entitlements when travelling on Lufthansa, Austrian, Swiss, BA in airports throughout western and eastern Europe and Russia. Even though the English versions would always have been the 'second language' for the airline, the access explanations were all completely clear and unambiguous.

 

[basso]

As noted in post 30, the FAQ was just as legitimate / 'correct' as anything else published by Qantas and, given it was published later than other material, it was arguably 'more current'.

The previous answer on the FAQ was posted 04/08/2010. That predates the 2011 changes, and seems to have got lost in the updates.

 

[basso]

Just what is it about Qantas that they can't just make straightforward statements about lounge access (amongst other things) on their web site? Today I've been reviewing my lounge access entitlements when travelling on Lufthansa, Austrian, Swiss, BA in airports throughout western and eastern Europe and Russia. Even though the English versions would always have been the 'second language' for the airline, the access explanations were all completely clear and unambiguous.

The wording on the individual pages seems quite straightforward to me, if people aren't trying to twist things around to somehow give themselves access based on an error somewhere else.

 

[Danger]

I've received a call from QFF in relation to my letter. The FAQ was wrong.

According to the agent "in the past" Platinums have had access on arrival to international business lounges but that is no longer the case. The agent had apparently been finding "a lot of anomalies" with the FAQs with information being out of date. The agent apologised several times.

Interestingly, the agent mentioned it was valuable that I'd sent in a printout of the FAQ because, surprise, surprise, that answer now couldn't be found and the agent didn't know why. I suggested the agent may wish to speak to the social media team about the reason for that.

 

[Danger]

Speaking of the anomalies in the FAQs, I wonder how long it will take the social media team to make the stealth change to the answer?

 

[RooFlyer]

The wording on the individual pages seems quite straightforward to me, if people aren't trying to twist things around to somehow give themselves access based on an error somewhere else.

Fair enough. But the wording on the FAQ is (WAS) straightforward as well. Companies put FAQs up, and people turn to them so they don't have to go through pages if (literally) fine print of formal policies. Can't blame the pax if the company has an out-of-date answer in its own FAQ

Consider how many posts and how many pages of discussion there are on AFF about what is meant by various QF announcements / policies / rules and even allowing for the nit pickers and stirrers (ahem) and I think you'd have to agree that its an issue in general with QF.