Platinum "anytime" lounge Access ceases from 1 February 2011

[Martin J Cowling]

Better response than I got. A real phone call.

The handling by Qantas of my complaint was so bad, it actually left a really bad taste in my mouth.

Wonder if any one in management has any idea of the frustration that has developed in a group of their most loyal?

I sent off a long letter to Qantas last Tuesday outlining my discontent with the removal of anytime access. Today (very quick) I receive a call from the service centre. The response was along much the same lines as others have noted, above: we've had a lot of feedback and it's being passed on to headquarters. I pushed further and ended up keeping the bloke on the phone for 15 minutes.

At first he thought anytime access wasn't being withdrawn from international lounges but I asked him to double-check and he said that it was. It doesn't say much when the service centre staff don't understand the changes. I pointed out the now small difference between Gold and Platinum; the insulting promos Qantas offered for new Qantas Club members after claiming lounge overcrowing was the issue; the fact that it's rarely about giving the competitors a 'free kick' and more often about Qantas not flying a route, inconvenient flight times, meeting your parents at the lounge before their annual big trip away etc; the fact that I've only ever accessed the lounge by showing my card and so I fail to see how there's any evidence that Platinums have been clogging up the lounges with anytime. I pointed out the appealing nature of the AAdvantage and the fact Executive Club (as far as I know) offers anytime access (although I understand it has its limitations).

Anyway, fingers crossed something positive comes of all the backlash.

 

[ajw373]

You can't do better than that!

What a contrast to Qantas where I have had 1 extra guest turned away causing great embarrassment when the QC was practically empty. Yes I know and accept the rules and I don't expect the QC desk staff to break them just for me but the different attitude that Virgin have will make me think twice about sending custom to Qantas.

I wonder what will happen when I try to take an extra guest into the Qantas First lounge in Sydney later this year

It is the little things that make you feel special.

Yep it is the little things, and I'll tell you a story about my old mum. Recently she came on a holiday to Thailand with my wife and I, flying Qantas. After the holiday the wife and I were headed to London and she was returning to Canberra via Sydney alone. Anyway went to check-in at Bangkok airport and asked the check-in supervisor if any assistance was available to help mum through the airport. She said yes, come back in 45 minutes and she would sort it. Anyway we go back in 45 minutes, first thing the lady does is gives her a new boarding pass (upgraded to J all the way to Canberra), then she personally took her through immigration, security and the gate all the way to the seat on the plane.

Then to top it off when we returned later that night for our flight to London the check-in supervisor saw us at the desk and came over to assured us mum had made it on the flight ok and then proceed to give both the wife and I upgrades to business.

Now that is what I call service.

 

[nlagalle]

What a contrast to Qantas where I have had 1 extra guest turned away causing great embarrassment when the QC was practically empty. Yes I know and accept the rules and I don't expect the QC desk staff to break them just for me but the different attitude that Virgin have will make me think twice about sending custom to Qantas.

QF have allowed me at times extra guests into the lounge when I was SG and even a QP member. It all depends on the person at the front and how you ask. Sure sometimes they have said no - only really in PER before they expanded it.

 

[dfcatch]

Yep it is the little things, and I'll tell you a story about my old mum. Recently she came on a holiday to Thailand with my wife and I, flying Qantas. After the holiday the wife and I were headed to London and she was returning to Canberra via Sydney alone. Anyway went to check-in at Bangkok airport and asked the check-in supervisor if any assistance was available to help mum through the airport. She said yes, come back in 45 minutes and she would sort it. Anyway we go back in 45 minutes, first thing the lady does is gives her a new boarding pass (upgraded to J all the way to Canberra), then she personally took her through immigration, security and the gate all the way to the seat on the plane.

Then to top it off when we returned later that night for our flight to London the check-in supervisor saw us at the desk and came over to assured us mum had made it on the flight ok and then proceed to give both the wife and I upgrades to business.

Now that is what I call service.

You know there really are some genuinely fantastic employees that really do go out of their way to help passengers, particular non-regular flyers. I make a point of telling Qantas when I come across an employee like this.

That's a great anecdote

 

[JohnK]

Now that is what I call service.

But unfortunately that is Thailand (not sure if that is QF staff or if contract staff) and we are stuck with the lack of customer service focus in Australia.

For what it is worth I was allowed to bring in a guest to the BKK QF J Lounge who was travelling TG and I was travelling SQ.

Also would be interesting how the upgrades would be explained if anyone questions.

 

[drewbles]

They comped us all two years, so you'd have to wait two years to find out

I got 12 1/2 months. Kinda lucked out there.

 

[medhead]

I thought I saw a poll started when using the iphone app but I can't find it now. Did I imagine this, or perhaps the poll was deleted?

Anyone interested in knowing how many people are willing to identify with a particular demographic can start a poll thread asking people to vote for the option that best matched their situation.

 

[ajw373]

But unfortunately that is Thailand (not sure if that is QF staff or if contract staff) and we are stuck with the lack of customer service focus in Australia.

For what it is worth I was allowed to bring in a guest to the BKK QF J Lounge who was travelling TG and I was travelling SQ.

Also would be interesting how the upgrades would be explained if anyone questions.

It may well be Thailand, but it is still Qantas. In fact if anything you would expect it would be harder to give service like that because the agents etc more than likley work for a 3rd party company rather than Qantas direct.

 

[markis10]

I thought I saw a poll started when using the iphone app but I can't find it now. Did I imagine this, or perhaps the poll was deleted?

It was deleted at the OPs request.

 

[medhead]

It was deleted at the OPs request.

Ahh, that's good. I'm not totally losing my mind, yet (just spend 15 minutes searching for it)

 

[JohnK]

It may well be Thailand, but it is still Qantas. In fact if anything you would expect it would be harder to give service like that because the agents etc more than likley work for a 3rd party company rather than Qantas direct.

Exactly what I am pointing out. Customer service exists in Thailand whilst it is non existent in Australia. They would have some disgression to hand out upgrades for operational reasons but who knows the criteria they use to identify potential upgrades.

So I would not be looking at it like Qantas gave you something but rather that a Thai person gave you something. Also another thing to realise in the Thai culture is children are brought up to look after their parents at all costs and have genuine respect for the elderly. So when they are helping your mother it is like helping their mother.

 

[Happy Trails]

Spot the difference?

Red Roo, October 2010:

However, we have taken your feedback onboard and are happy to make adjustments to this policy and we’re also pleased to let you know about it first!

From 1 February 2011, to access Qantas Domestic or International lounges, Platinum Members must be travelling the same day on a flight that shows on a Qantas (QF), a Jetstar Airline (Jetstar (JQ), Jetstar Asia (3K) or Valuair (VF)) or a oneworld® flight number on your ticket. Other lounge access conditions apply. See Qantas Club Terms and Conditions.
​

In doing so, Platinum Frequent Flyers will continue to be welcome to use our lounges to freshen up or whilst waiting for colleagues or friends arriving on other flights. We have also specifically noted Jetstar Asia (3K) and Valuair (VF) as included carriers in the definition.


Red Roo.

Qantas website today:

+ From 1 February 2011, to access Qantas Domestic lounges, Platinum Members must be travelling on any flight the same day that shows Qantas (QF), a Jetstar Airline (Jetstar (JQ), Jetstar Asia (3K) or Valuair (VF)) or a oneworld® flight number on your ticket. To access Qantas International lounges, a Platinum Member's next onward flight that day must show a Qantas (QF), a Jetstar Airline (Jetstar (JQ), Jetstar Asia (3K), Valuair (VF)) or a oneworld® flight number on your ticket. Other lounge access conditions apply

 

[samh004]

Spot the difference?

Qantas website today:

+ From 1 February 2011, to access Qantas Domestic lounges, Platinum Members must be travelling on any flight the same day that shows Qantas (QF), a Jetstar Airline (Jetstar (JQ), Jetstar Asia (3K) or Valuair (VF)) or a oneworld® flight number on your ticket. To access Qantas International lounges, a Platinum Member's next onward flight that day must show a Qantas (QF), a Jetstar Airline (Jetstar (JQ), Jetstar Asia (3K), Valuair (VF)) or a oneworld® flight number on your ticket. Other lounge access conditions apply

It’s gone back to next onward flight… not a very smart move.

 

[oz_mark]

It’s gone back to next onward flight… not a very smart move.

For the interenational lounges. Domestic looks to still be ok for arrivals.

 

[JohnK]

No arrivals access for international lounges?

Very poor compromise Red Roo. I travel to SIN on QF and try to get out of there on a connection on another carrier the same night as I do not want to wait until lunch the next day to travel CX and now I cannot access the QF lounge while I am waiting in transit?

You are treating you top tier frequent flyers like a joke and I am strugglinfg to justify international bookings on QF is other carriers are cheaper. Good to see QF alienating customers further....

 

[dajop]

No arrivals access for international lounges?

Very poor compromise Red Roo. I

It's only really SIN that can be used as an arrival lounge as such (and yes I have done that flying in on QF and other airlines - in fact did so this afternoon, to take a conference call and to use anytime access for the very last time , after my TG flight).

However I bet the intent of this revised wording is to exclude those flying in on a QF domestic flight (or for that matter 3K flight) and out again on NZ, SQ, TG, UA, DL or any other non affiliated carrier. Once again for the probably small number of QFF'ers that would do this, let alone be acquainted with the nuances of the rules that would allow them to access, it again seems petty and mean spirited.

 

[JohnK]

It's only really SIN that can be used as an arrival lounge as such (and yes I have done that flying in on QF and other airlines - in fact did so this afternoon, to take a conference call and to use anytime access for the very last time , after my TG flight).

I was of the opinion you can also do this in BKK but I may be wrong.

However I bet the intent of this revised wording is to exclude those flying in on a QF domestic flight (or for that matter 3K flight) and out again on NZ, SQ, TG, UA, DL or any other non affiliated carrier. Once again for the probably small number of QFF'ers that would do this, let alone be acquainted with the nuances of the rules that would allow them to access, it again seems petty and mean spirited.

It is a little unfair to have domestic arrival access but not international. And even worse still is that there was no mention of this earlier in the thread unless I missed it.

Anyway I really have no choice to connect to a TG flight as QF does not have any flights SIN-BKK and I will be travelling SYD-PER-SIN on QF so it is not like I am taking business away from them.

Well QF I need to have Platinum status but if you are going to play hard ball then I will as well. I can't get status on SQ but I will give them more of my international flights and then a few CX status runs to ensure I have Platinum status so I can use the benefits to the fullest on domestic flights.

And again very disappointing QF. Also from here on in I will also use up my 35kgs domestic baggage allowance just for fun and if it means I need to fill up my luggage with 69c Homebrand water SYD-BNE to do it then so be it. And I will also actively seek out 2 guests to bring into the business lounge on every one of my visits to the arport.

Games? Childish? Possibly, but you started it by trying to be smart....

 

[Danger]

I've really had enough of this cough from QF. And at the 11th hour too.

And again ery disappointing QF. Also from here on in I will also use up my 35kgs domestic baggage allowance just for fun and if it means I need to fill up my luggage with 69c Homebrand water SYD-BNE to do it then so be it. And I will also actively seek out 2 guests to bring into the business lounge on every one of my flights.

Games? Childish? Possibly, but you started it by trying to be smart....

I'm liking your thinking. It's time to fight fire with fire.

 

[oz_mark]

Anyway I really have no choice to connect to a TG flight as QF does not have any flights SIN-BKK and I will be travelling SYD-PER-SIN on QF so it is not like I am taking business away from them.

<cough>3K</cough>

Well QF I need to have Platinum status but if you are going to play hard ball then I will as well. I can't get status on SQ but I will give them more of my international flights and then a few CX status runs to ensure I have Platinum status so I can use the benefits to the fullest on domestic flights.

But consider, do you really need Platinum status?

 

[oz_mark]

I'm liking your thinking. It's time to fight fire with fire.

...or in this case, fight fire with Homebrand water :shock: