No Qantas Club "Check In" Singapore

[plegrand]

SIN - MEL 22nd April 2010: Arrived at Singapore Airport and told by multiple check in staff that there was no Qantas Club "Check In" and that I would have to queue up with everyone else. Is this correct? Is Qantas scrapping priority check in for QFC members?

 

[markis10]

Qantas rules state: "To help avoid queues, members may use The Qantas Club priority check-in areas available at most airports. If there is no dedicated Qantas Club check-in, you may check in at the Business counter before any Qantas flight, regardless of your fare class."

In short, you can use the J check in.

 

[plegrand]

I understand this. However, QF do not have business class queues at SIN (or at least they didn't on the 22nd April). You are required to use the SATS First and Business Class check in lounge. When I approached this facility they said that I have to be a First or Business Class customer. Otherwise I have to check in with everyone else even though I am a Qantas Club Member.

 

[markis10]

I understand this. However, QF do not have business class queues at SIN (or at least they didn't on the 22nd April). You are required to use the SATS First and Business Class check in lounge. When I approached this facility they said that I have to be a First or Business Class customer. Otherwise I have to check in with everyone else even though I am a Qantas Club Member.

SATS are wrong, I would raise a complaint with QF if you are not being permitted to use a benefit offered by QF.

 

[anat0l]

That's gotta suck if SATS doesn't receive the correct instructions from QF about premium check-in. Either that or SATS are being stupid and not realising that premium check-in isn't just restricted to those on F and J tickets; I hope they also do not reject QFF Golds and Platinums who are travelling on Y or Y+ tickets.

Damn outsourcing and Singaporean "law-by-law" approaches.

I'd say you go to the QF service counter and get them to look up the rules w.r.t. your being able to use a priority check-in or J check-in. If need be, they should give you something to bring to SATS so you can use the premium check-in, or otherwise inform them in advance.

In any case, a complaint to QF is in order. I hope they will not simply palm it off and say that it's SATS' fault and the complaint will be forwarded to them (start whole buck passing circus...)

 

[plegrand]

I called Qantas Club when I got back to Australia to let them know the difficulty I faced in Singapore with this "Membership Benefit" to be told that they were unaware of this problem and that they would look into it. It is very frustrating particularly when I just renewed (for 2 years) my membership prior to my trip to Singapore.

 

[Dave Noble]

SATS are wrong, I would raise a complaint with QF if you are not being permitted to use a benefit offered by QF.

SATS may not be wrong depending on what QF has contracted with them

They have no issue accepting OW Emerald for QF checkin there when in economy/premium economy so could be a misinformed agent

It is something to check with Qantas on why there is no QC check in desk or if SATS should permit access

Dave

 

[anat0l]

I called Qantas Club when I got back to Australia to let them know the difficulty I faced in Singapore with this "Membership Benefit" to be told that they were unaware of this problem and that they would look into it. It is very frustrating particularly when I just renewed (for 2 years) my membership prior to my trip to Singapore.

Too bad you weren't writing this in Singapore right now (i.e. attempting to check-in). I am in Changi airside right now, and I might have considered going landside just to give SATS and QF a piece of my mind. :evil:

 

[dajop]

That's gotta suck if SATS doesn't receive the correct instructions from QF about premium check-in. Either that or SATS are being stupid and not realising that premium check-in isn't just restricted to those on F and J tickets; I hope they also do not reject QFF Golds and Platinums who are travelling on Y or Y+ tickets.

I can confirm SATS do accept platinum members. They ask for name and flight number.

IIRC there used to always be a separate priority check in queue at the regular checkin desks for those travelling in Y+ and elites. Maybe this has changed now? I'm tempted to pop out there tonight via MRT to check it out!

 

[anat0l]

SATS may not be wrong. Their service may only be for 1st and business passengers regardless of what QF would offer at a facility which they control

Interesting that you mention that, for then I looked up SATS on the web and found their web page explaining their Premier Check-in facilities which states (underline added by me):

Premier Check-in Lounge

SATS is the first ground-handler in the world to introduce the Premier Check-in Lounge, combining the comfort of a dedicated lounge with the convenience of a private check-in facility. Available exclusively to passengers travelling on First and Business Classes with our airline clients, the SATS Premier Check-in Lounge provides passengers the option of checking-in at the lounge and thereafter proceeding directly to Immigration through private doors.

Why SATS would contractually restrict an airline to only handling its J and F pax seems ridiculous to me, and/or extremely short sighted of QF (as I said, what happens with SG/WP members travelling on Y/Y+ tickets? Are they expected to line up with the rest of the crowd at the standard counters?)

In fact, I am going to test this in a couple of days! (I am flying Y from SIN and expecting to use premium check-in as a QFF WP). I know it is a minor issue (premium check-in) but I will be making my disgust heard at QF if I am not offered premium check-in in a couple of days.


EDIT: Thanks dajop for your comments. I'm hoping that you are correct re: SATS acceptance of QF WPs.

 

[markis10]

SATS may not be wrong depending on what QF has contracted with them

I have to stand corrected, SATS would appear to be right in this case, according to QF:

http://www.qantas.com.au/travel/airlines/airport-guide-singapore/global/en

Check-in for Business, Chairmans Lounge, and oneworld Emerald passengers is available at Singapore Airport Terminal Services Premier Check-in at the end of row 4.
Check-in for Qantas Club passengers is in row 5 of a morning, and row 4 of an afternoon.


Regardless a complaint to QF is in order as it would appear Qantas have no provided a promised facility and made no alternate provisions based on the info provided by the OP!

 

[anat0l]

I have to stand corrected, SATS would appear to be right in this case, according to QF:

Fly - At the Airport - Airport Guide - Singapore Changi Airport

Check-in for Business, Chairmans Lounge, and oneworld Emerald passengers is available at Singapore Airport Terminal Services Premier Check-in at the end of row 4.
Check-in for Qantas Club passengers is in row 5 of a morning, and row 4 of an afternoon.


Regardless a complaint to QF is in order as it would appear Qantas have no provided a promised facility and made no alternate provisions based on the info provided by the OP!

Hmmmm.... I would have to look at this when I get back to SIN landside in a couple of days, but it would appear that I've got egg on my face via overreaction, too

 

[plegrand]

Interesting that you mention that, for then I looked up SATS on the web and found their web page explaining their Premier Check-in facilities which states (underline added by me):

Why SATS would contractually restrict an airline to only handling its J and F pax seems ridiculous to me, and/or extremely short sighted of QF (as I said, what happens with SG/WP members travelling on Y/Y+ tickets? Are they expected to line up with the rest of the crowd at the standard counters?)

In fact, I am going to test this in a couple of days! (I am flying Y from SIN and expecting to use premium check-in as a QFF WP). I know it is a minor issue (premium check-in) but I will be making my disgust heard at QF if I am not offered premium check-in in a couple of days.


EDIT: Thanks dajop for your comments. I'm hoping that you are correct re: SATS acceptance of QF WPs.

Good luck... let us know what happens...

 

[plegrand]

I have to stand corrected, SATS would appear to be right in this case, according to QF:

Fly - At the Airport - Airport Guide - Singapore Changi Airport

Check-in for Business, Chairmans Lounge, and oneworld Emerald passengers is available at Singapore Airport Terminal Services Premier Check-in at the end of row 4.
Check-in for Qantas Club passengers is in row 5 of a morning, and row 4 of an afternoon.


Regardless a complaint to QF is in order as it would appear Qantas have no provided a promised facility and made no alternate provisions based on the info provided by the OP!

That's great... but there were no signs and no one seemed to have any clue about priority check in for Qantas Club members.

 

[markis10]

Maybe the QF SIN Manager has decided that since premium customers now go to the lounge for check in there is no need to have a separate check in line for QP, without thinking through the implications of that decision, would not surprise me!

You could well be on to a new development, one that is not good!

 

[simongr]

Check-in for Business, Chairmans Lounge, and oneworld Emerald passengers is available at Singapore Airport Terminal Services Premier Check-in at the end of row 4.
Check-in for Qantas Club passengers is in row 5 of a morning, and row 4 of an afternoon.

Umm - what happened to QF Gold/OWS?

 

[markis10]

Umm - what happened to QF Gold/OWS?

Thats the not good part - we are QP by default!

 

[JohnK]

I hope this is just a simple misunderstanding and not a further dilution of benefits.

 

[NM]

Check-in for Business, Chairmans Lounge, and oneworld Emerald passengers is available at Singapore Airport Terminal Services Premier Check-in at the end of row 4.

Certainly no problem using SATS check-in as AA Exec Plat member flying Qantas Economy or Premium Economy.

 

[serfty]

Umm - what happened to QF Gold/OWS?

Certainly not mentioned (unlike "oneworld Emerald passengers"). I do note that Qantas Platinum is not mentioned either, but they are emerald in any case.

http://www.qantas.com.au/travel/airlines/airport-guide-singapore/global/en