My first flight in FIRST by QANTAS was such a let-down, it certainly won't happen again!

[kermatu]

Yes, given you must front up to the desk and get your BP checked in, a " are you familiar with the services and other features of the lounge" wouldn't go astray.

Particularly if like the OP the pax is actually travelling F.

 

[GoldCanyon340]

On my most recent QF F flight I was offered a bottle of wine just prior to descent as an apology for a stuff-up with my breakfast. I declined as I had duty free and would have been over my limit (including ability to carry) and the wines are average, but still a nice gesture for what was a pretty minor breakfast issue. Probably helped that the mistake was near the end of the flight. P1 status might have helped too.

On boarding from SYD F lounge. I think the OP simply left before the time boarding would normally be called. I am a very experienced flyer, including multiple times using the SYD F lounge, and even I get jittery sometimes when the scheduled boarding time comes and well truly passes, there's no indication of a delay etc. I appreciate lounge hosts don't want to be giving constant updates (and sometimes delays are at the gate and probably not well communicated to the lounges) but I think the F lounge could do a better job of perhaps explaining the boarding call process, if not for all flights then at least prior to the A380 services. Or explain when someone first arrives in the lounge.

Given there are no departure screens in the lounge, and the App is useless when it comes to boarding status, it is more of an issue for QF in the F lounges I think.

I vaguely recall the OP querying:
- if there's a special way to exit the SYD F lounge (not as far as I'm aware); and
- considering calling Qantas prior to the flight back to SYD (no point as there's no special F treatment in overseas lounges that would warrant receiving a call).

Apologies if these were already addressed.

I usually go to the front desk and get a status update from the staff. Sometimes they’ll make a call if there’s any delay.

The retro boards in SYD F are next to useless. All very pretty but don’t plan your lounge exit using them. There’s known problems with the smaller ones at each end of the lounge whereby they display different times to the main board and sometimes just don’t display anything.

 

[JohnK]

I think you can substitute AFF with "the internet".

To be fair we haven't had any direct accusations of naz_sm.........yet, but it always a joy to see references to poor grammar, spelling, sense of entitlement, and my second most favourite one "first world problems". I'm hugely disappointed by the lack of references to self funding, I must reread the whole thread again in case I missed any. (and now we can add the poster who thinks by adding emoticons to his post it makes everything alright. )

You have to admit though it is a hugely entertaining thread.

I'm sure the OP's foray into the First cabin was self funded.

I think there were quite a few valid points from @Rick93 that may not have come across that way.

I hate references to "First world problems". If I've paid to receive a certain service and that hasn't been delivered then it's a failure. It's not something to chalk up as a bad experience and move on and just because someone thinks it's a first world problem doesn't mean the person has to feel the same way.

 

[kermatu]

I usually go to the front desk and get a status update from the staff. Sometimes they’ll make a call if there’s any delay.

The retro boards in SYD F are next to useless. All very pretty but don’t plan your lounge exit using them. There’s known problems with the smaller ones at each end of the lounge whereby they display different times to the main board and sometimes just don’t display anything.

I'll move to where I can see the main board and talk to the staff. They'll usually then come and tell me when the Gate calls them and I can decide whether to start walking or wait a few minutes for the actual announcement in the lounge. Nice but shouldn't be necessary.

I have suggested to Isabella in the SYD lounge that those end boards be replaced with regular monitors. The number of times I've seen people go up to them, look confused, wait two minutes in case it updates to something more informative.... They are useless.

 

[dajop]

I think there were quite a few valid points from @Rick93 that may not have come across that way.

Yes, some of the failings alleged by the OP are well documented by a number of other posters (on AFF) and reviewers (on other sites).

Yet I can also understand that some might think the tone taken by OP in some posts, if reflected in behaviour at the gate or on board, would lead to some of the outcomes described. It’s easy to make assumptions (and we all love to) without being there on in the absence of more details.

The one that perplexed me the most was the coat hanging. In travelling premium cabins (almost always J) one thing I’ve noticed - once you remove your jacket that is a signal that you want it hung up - which is almost always acted on. Very seldom do you see proactive offers to hang jacket if the passenger continues to wear it. But maybe I’m not sufficiently experienced in F to understand this is a thing.

 

[Cessna 180]

I must be a bit bored on a sunday evening but finally sucumbed to reading this thread. I must say it is extremely entertaining and I do hope it gets left open.

My summation is that Rick is clearly having a “wind up” I don’t think any adult in this country would actually give a stuff about having his or her jacket hung up straight away or in which particular order they boarded the plane. I am pretty sure they won’t leave without them. Especially self funded first class flyer.
So what, if after leaving the very excellent F lounge ( which I was in four weeks Ago today) they had to spend a few extra minutes at the gate.

Thanks Rick for entertaining me and please keep up the good work.

P

 

[JohnM]

I must be a bit bored on a sunday evening but finally sucumbed to reading this thread. I must say it is extremely entertaining and I do hope it gets left open.

My summation is that Rick is clearly having a “wind up” I don’t think any adult in this country would actually give a stuff about having his or her jacket hung up straight away or in which particular order they boarded the plane. I am pretty sure they won’t leave without them. Especially self funded first class flyer.
So what, if after leaving the very excellent F lounge ( which I was in four weeks Ago today) they had to spend a few extra minutes at the gate.

Thanks Rick for entertaining me and please keep up the good work.

P

Don't go back to the TV; there is more: Answered - Access to the First Class Lounge in Sydney

 

[Pushka]

Don't go back to the TV; there is more: Answered - Access to the First Class Lounge in Sydney

Dammit. I was not going to post in this thread but then clicked on your link! (Click bait I reckon. ) That thread was a beauty. Dare I say early access was granted as indicated so something else was bound to go wrong......Great work there connecting those dots.

 

[GoldCanyon340]

Chocolate or whiskey ?

Actually at some point I switched to fava beans and a nice Chianti.

 

[rock86]

The one that perplexed me the most was the coat hanging. In travelling premium cabins (almost always J) one thing I’ve noticed - once you remove your jacket that is a signal that you want it hung up - which is almost always acted on. Very seldom do you see proactive offers to hang jacket if the passenger continues to wear it. But maybe I’m not sufficiently experienced in F to understand this is a thing.

I can just imagine the hoopla that would have surrounded if the FA made an attempt to assist whilst the jacket was still on.

"no I do not want my jacket hung up, can you not see I am still wearing it and will do so until I sit down!"
[sits down]
"how dare the FA not come and hang my jacket up!!"

 

[RichardMEL]

With thought to the moderators requests and in the interest of the thread I will attempt to respond and take some of the emotion out of it. While some think this may be a wind up of sorts, and it may, I'll answer this seriously. My comments are my own and based on my own, fairly considerable, experiences of flying both QF and other airlines premium products.

First, thank you Rick for posting more details of your experience in the gate area as many of us were curious by what you meant with the "Mexican standoff" and other somewhat vague comments about the gate. I appreciate you taking the time to give a more detailed description of events from your point of view.

I left the F Lounge the way I came in. I didn't see another way out, nor was I advised of one when I entered the lounge. Probably because I didn't think of a 'special' way to board the flight, and that my BP was checked on the ground floor, and not at the top of the escalators, where another service desk was. So I wasn't actually 'greeted' upon entering the lounge ( normal practice ? How would I know … my FIRST time here !! )

I did hear other flight boarding announcements during my time in the lounge. I did not hear my own flight announcement, and assumed there wasn't one coming, given I had just another 20 mins. to board.

This would have been a reasonable action to take for most people I think. I know I would have been thinking it would be time to head to the gate, unless the flight departure info screens (or the app) said otherwise.

Also, I understand not checking in at the desk at the top of the escalators given being checked at the front entrance. It is usual practice to do so, but it's not apparent nor would it seem required to do so having been given entry downstairs. This only seems to be a Sydney thing, as both the LAX and MEL F lounges are set up differently.

I arrived at the nominated gate, and found the 300 + economy pax ready to board. There seemed to be a delay, and nobody was actually boarding with 15 minutes to go.

And almost certainly this is why there was no call made in the lounge. It is entirely likely a call was made after you got to the gate. Most airlines, in my experience, but certainly QF in this situation, do wait and have Y board first. With F (and J sometimes) the idea is for pax to have as much comfort time in the lounge prior to boarding so they hold off.. After all why sit on the plane while Y boards for 25 minutes? There's still time for a PDB and the like if one boards post Y. Anyway this is my understanding of why a call probably did not go out in the lounge for the flight given, at that point, Y had not boarded.

I do definitely understand though that seeing the departure time looming and nothing on the FIDS in the lounge it's reasonable to head to the gate thinking either an announcement was missed or not yet made. Specially if the flight was showing as Boarding (not clear on what the state was though in this particular case).

[ ... ]
He walked me onboard ( after an apology of a sort ). He would of noted I was still wearing my jacket, but directed me to my seat without asking if I wanted it hung up … and the 'pre-poured' glass of bubbly and olives came out. That was it …..

If you wanted your jacked hung it is easy enough to ask for it to be hung, or perhaps take it off. At the point in time you boarded it may have been the crew were preparing for departure or simply missed that opportunity. It's certainly standard to ask, but we're all human (not defending QF per se by this comment, just noting that, I think, most would feel this is pretty minor)

Regardless of whether or not, there is a problem here …. I consider the CSM COULD OF, and SHOULD have offered me a bottle of 'something' to smooth me over. A number of you have said NO to that concept …. but I've had it before … so I expected it on this occasion.
( not for the same situation, but for situations where I assisted with a 'medical emergency' ( which was nothing more than a simple faint, due to dehydration and a waiting period. Plus, a bottle for changing seats after boarding, and one time for cabin staff spilling a drink on me … so they give you something WHEN THEY WANT TO !! )

I feel assisting with someone in distress on a flight (thank you on behalf of that passenger and crew) is a very different situation than you feeling under-served to your expectation during the boarding process. Being offered something by the crew is usually in recognition of thanks (as in assisting the crew) or due to a service issue (as others posted, a problem with breakfast or spilled drinks or whatever). A jacket not being hung and a confusion about where and when to board? I am sorry Rick, but for mine, that's expecting too much.

That this was my first experience in F class ( and their lounge ), and I had expectations of a particular level of service that simply should 'flow' WITHOUT me having to seek out staff and specifically ask.

To be fair when you've had no other experiences of First class on any carrier or other lounges it's a bit hard to set expectations? And each situation and airport is different.

As I noted in an earlier response, m experiences flying SQ from The Private Room in Singapore(which is only for First or Suites passengers flying SQ metal) - and SQ having the best service reputation going around(and they are very very good)... In that lounge there were no boarding announcements(it's a quiet space) or escorts to the gate(though these could no doubt be organised - just as host service can b asked for from QF) and one had to walk to the gate and board with the rest.. however SQ at Sydney, the hosts DID escort the Suites passengers from the lounge to board the aircraft and that was fully after everyone else had boarded... while TG F at Bangkok is over the top with ground service and I was escorted fully from incoming flight, buggy ride, private security check, into the lounge and picked up and escorted from the lounge to the aircraft, literally pushed through the Y pax and onto the aircraft by the hosts (I think perhaps you would appreciate this sort of service).

My point being that different airlines at different stations do it in various ways. eg as above SQ in SYD vs SQ in SIN and TG at BKK

I wonder where you got the expectations if you have never flown First before? Of course, most of your expectations I think are pretty reasonable such as an announcement in the lounge, and to have a well signed F boarding area in SYD - which they usually do (the F and J lanes usually have the white and black signage vs the red for Y and while I have poor vision I usually have no problems ) however I was not at whichever gate it was (SYD usually uses gates 8-10 for the 380's IIRC) so things may have been different for your particular flight.

If I didn't arrive onboard via the F airbridge ( don't even know if it was operational on that flight ), then there SHOULD have been a 'tick off' by gate staff, as to how many F pax have already boarded …. AND WHO'S MISSING !! There's only 12 …. surely it wasn't too hard a task to put it over the PA at the Boarding Gate ???

I'm not sure I understand this fully. I mean, you were in the gate area and you boarded. The FA[s do the cabin count also and would tally this with the pax boarded tally from the gate readers to make sure they match. Even if you boarded last of the pax that were in the boarding area as you suggested, they would not have needed to do a check at that point as they were not waiting on anyone at that point in time.

…. and the 'little things', like my ref to the pre-takeoff bubbly as "cheap" ….

Big deal !! So what ?? Does EVERY F pax know exactly what is what on the bubbly list. What if I didn't really want 'champaine' ( nor like it at all )… why can't there be a choice for F pax ?? I suppose I'm really saying … it was CHEAP of them not to take the time to offer me something I actually wanted.

There IS a choice. All one had to do is ask when asked if you want Champagne. I've seen people have coffee PDB or other mixed drinks.

Also, when I board and am asked if I want a glass of Champagne I ask which one they have boarded, the crew are always happy to answer. This is how one would know what is being poured.

Of course half the time even if I don't ask I'm used to the glass being poured at my seat and usually "Today we've got the Taittinger Comtes 2006" - however you mention pre-poured glasses which may simply have been an attempt to save time. I don't recall a QF F flight where that's happened to me, but no doubt it does happen.

A few Members here have asked … 'what was I expecting' …

Well, on one hand, I was expecting a FIRST CLASS EXPERIENCE …. on the other hand, I didn't know what to expect ( as this was my first F class flight ) …. but I visualised an experience that just didn't fully materialise.

I'd have to say based on your descriptions that you probably had a fairly standard QF F experience in SYD. I am not sure about what happened at the gate as that seems odd, but the lounge and on board is likely fairly standard. You did not mention about your flight to Singapore in terms of if that met your expectations or things improved for you or not (apart from not being offered a bottle "of something" for your troubles).

It may be that the next time you fly F you may find the amenity offered by an airline like Emirates (plus they have the shower and bar on the 380's) or Singapore Airlines(SQ) oir Thai (TG) to be more in line with your expectations. QF's First is certainly no world beater. It's a comfortable "better than Business" product, but much like MH recently rebranded it's "First" as "Business Suites" that's more or less where thee QF F product stands in my view. The bedding is the best thing in my personal view, as is the relative privacy and quietness of the cabin on the 380. The rest.. well that's quite subjective.

I am sorry you were disappointed and again thank you for providing more detail.

 

[Katie]

I flew my first QF F paid flight on Boxing day last year (SYD-HKG, then HKG-SYD on 1 Jan). When I booked, F was a sliver cheaper than J, I had long service leave payout burning in my bank account, and decided to splurge.
So, family of three travelling fully paid F for the first time on QF, but not my first QFi /QF A 380 flight.

I was curious when we'd get our call from the First host/whoever; both Mr Katie and I were called on Christmas Eve. Fair enough not to get a call on the day. As we were flying in from BNE, and QF127 was a pretty early flight, they couldn't offer me a spa appointment. I was really bummed, but understood with a 9:30am (ish?) departure. I also felt the lady on the phone could have offered more help - she pretty much said we wouldn't need a First host after arriving from the domestic transfer bus, as we already knew what we were doing. True, but it would have been nice to have experienced this escort service, even though we didn't truly need it. 8am-ish on Boxing day was pretty easy to get through security, etc.

Phone call could have been better, I was disappointed, but recognised a 9:30am flight on a public holiday would likely restrict the spa offerings available.

On the day, we made the transfer fine. BPs were checked at the door; all I can remember is that Nestor wasn't on duty. I only fly through SYD Intl 2-3 times/year, but Nestor has started to recognise me and have a little chat. We went up the escalators, checked in at the front desk (which I wouldn't have necessarily realised is done had I not been to the lounge many times before).

We had brekky, and I think we went down to the gate when Boarding was flashing on the signs. I usually go before the boarding call in the lounge, and boarding is typically called after general boarding starts in my experience.

As we were on an A380, there were at least three queues for boarding - I seem to recall there was a general, semi-moshpit-like queue for Business/First/Gold/Platinum. I'm used to getting into the Platinum line, whether I'm in Y+, J or this one time in F. I've never had a QF staff member send me to the back of the line either (not doubting you about this statement!). From there, we boarded, and Not So Little Miss 12 got very excited about our seats and flying in First Class. She wanted to go everywhere and explore everything, up the stairs, around the seat, in the loo … *rolling eyes*. I told her to calm down and act a bit cooler, but I think her enthusiasm actually helped our interactions with the main FA who served our seats. He was happy to see a kid excited about being in F, and not just taking it for granted. (She calmed down and delved into technology/watching movies pretty quickly).
On board service was all good from there. But I know from my J Intl experiences, service can really vary by FA, and sometimes the rapport you strike with them.

We had that same FA on our flight home. Coats were hung, as we'd taken them off. I've never not been offered to have my coat hung when it's been on my lap or on the hook for some domestic flights. Could the FAs have been more proactive in offering to hang your coat? Sure.

 

[calmelb]

One point that I just thought of, given the drink was pre-poured this might be because you had your Mexican standoff and waited to be the last to board. At this point the crew were giving you this but were under pressure to lock everything up for take off, as RichardMEL did point out that usually the PDB is done whilst economy is still shuffling on board

 

[juliusg]

Seriously. I would not have been. I would not have even been contacted...no matter who you are.



Probably not. My son doesn't think so. But, on the other hand, I was smart enough to hold a pretty decent job for a long time, so perhaps in some peoples' judgement I was smart enough. I'm sure there will always be a few dissenting views.



You tell someone that you're going to be the last to board. Well, if that's within the normal boarding time frame, then absolutely nobody cares. It would have saved you from having to drink any of that horrid champagne.

But, if you're going to grandstand by being a tad late (and I don't care how many seconds that may be), then by removing your luggage, I've made good use of the warning, as I can simply close the door and leave.



God did help them. I had a pretty good record on picking the right people to leave behind too.



Does that mean that you are claiming such membership? And does that have any relevance?

Rick93, you have slagged off the wrong guy in JB747. As I'm sure you know now, he is the eminent A380 blogger here with - wait - 7,500+ posts. And they are all considered, helpful, and selfless. The guy has an ENORMOUS fan base.

 

[Bilton]

then HKG-SYD on 1 Jan).

We did the same sector on Jan 8 and had a great F experience, with no problems at all.

My wife fell a little ill during the flight and the QF staff were very attentive and looked after her very, very well, both on the aircraft and air-side at SYD.

It seems to me that OP just went out their way to deliberately shoot themself in the foot, just so they could then complain that it hurt!