My thoughts precisely regarding self serve. This is totally unacceptable given Accor are contractors providing a service to Qantas customers. If QF do not consider it worth investigating (and correcting) they are failing to support their (status or high spend) customers the way customers expect to be supported. No doubt there is a RSA policy that Accor will fall back on but if it is a judgement or an error that needs rectifying action needs to be taken. The contractors need to be put in their place if the action was simple retribution. I will be very wary as a result when next in the F lounge in Melbourne so the damage is already done.
I was once asked to leave a bar in King Street Wharf, Sydney, that I was a regular at. I was known to the staff as a person who bought them business through large staff functions for my staff. The reality was I came straight from a flight from New York via LAX to Sydney then on to a function at this establishment. I was drowsy towards the end of the afternoon but not from alcohol, just from the time zones changes and the travel. The young duty manager made a totally wrong assessment which cost the venue, when I and two other businessmen with me withdrew our patronage for their and my continuing regular staff functions, because of the way I was treated.
Senior management of the venue later tried to recover the situation, when they realised the duty manager got it very wrong, but it was too late. Their is a message here for QF. I have never been back and nor have my staff, or the staff employed by the other businessmen. An expensive mistake.
I support my staff and do not subscribe to the idea the customer is always right, but if my staff are wrong they know about it. If they are right the customer knows about it.
Time for QF to step up.
