platinum - thrown out of galleries first at heathrow, waiting for explanation

[straitman]

Thanks serfty.

 

[Stealth]

Now that the thread is back on topic, a few observations on my part. Cynic that I am, and allowing for the very inflexible attitude that BA staff seem to have these days, I have to wonder why the chap was asked for his card after entry. Was there something that triggered it? As only a fourth post on the site was there an underlying motive?

Never mind the pony tail and sneekers,; these days its mainly those types that seem to travel First

Don't get me wrong. Although a former BA supporter, I am now a BA detester (of the management, not the staff) and love to see them bagged, but my experiences at LHR do not reflect those of the original poster.

 

[futurism]

an update
I am in contact with qantas
and have had 1 phone call from the frequent flyer department, the fellow was helpful and understanding and has escelated the call to a lady that deals with these types of complaints and I should hear back in a week.

I will let the process run its course, I dont want to get anything out of it other than to provide qantas with some decent feedback. Like I said I hunted down the qantas Heathrow rep whilst I was waiting to board to do that.

After all I use the airline every week, and am not about to change, the number of flights and lounges they have in the places I go to far exceeds any other airline.

Theres no underlying motive, frosty welcome from stealth noted though.

 

[MelUser]

Sorry - we are somewhat mistrusting of first time posters or new members.

We have had first time posters:

(1) Join only to promote their business - eg an on line travel agent from Adelaide.

(2) Tell us how fantastic some new product that they have used is (with implication that they have an interest in product).

(3) Malign diproportionately an airline after one flight.

I think that you will come out OK as your situational description is genuine and factual. Who knows - you may become a regular here - we catch up for dinner/drinks a few times per year around Australia and most of us are reasonably amicable people!

 

[Flashback]

I think that you will come out OK as your situational description is genuine and factual. Who knows - you may become a regular here - we catch up for dinner/drinks a few times per year around Australia and most of us are reasonably amicable people!

Most of us, anyway:!: :shock:

 

[Stealth]

Theres no underlying motive, frosty welcome from stealth noted though.

Not frosty, just an up front concern. I havn't read anything so far that indicates why they suddenly descended on you after permitting entry. As I wrote earlier I am a cynic, one that has sadly learnt to take very little at face value, be it in the media or on forums such as this.

Last time I tried to enter the LHR lounge I was delayed by a scruffy old chap that failed to provide any satisfactory evidence of entitlement, then proceeded to drag out all sorts of junk from his pocket to try and show his eligibility. The staffer was very patient and tolerant; it was me that told him to sod off!

Not suggesting that was your situation, but can you see my point?

 

[Jobu]

futurism - I think you've handled your situation well... customer service is so lacking these days, in so many "service" industries, and it's really sad when you get high-and-mighty / arrogant / self-important / bitter and twisted / untrained / know-it-all / been-in-the-job-too-long / having-a-bad-day-so-I'll-let-you-know-all-about-it customer service reps that are just plain and flat out wrong, who can often just ruin your day even if it's a petty thing, which is what happened to you.

Good luck mate.

JOBU

 

[vaccav]

Hmmm....

I've had some troubles at Heathrow too. I was in the First lounge at T5 (travelling bus class), - I had accessed the lounge area ok. When I went to eat in the nice restaurant at the far end, they wouldn't let me in as i didn't have a first class boarding pass. When I showed them my CL card, they then let me in.

Whilst sitting in there eating there were 5+ passengers who came to eat and were turned away because they didn't have a first class boarding ticket. IE they were in the first lounge, they were travelling business, their status (wp?) had let them into the lounge ...... but they were getting turned away from the restaurant. The main problem, of course, was the embarrasment this causes the person concerned.

I think that T5 is still ironing out a some wrinkles in the way they operate. Embarrassing the most loyal customers is, I'm sure, a wrinkle that they'll sort out as it's can't be senior mgmt's intention to do this.

 

[Dave Noble]

Whilst sitting in there eating there were 5+ passengers who came to eat and were turned away because they didn't have a first class boarding ticket. IE they were in the first lounge, they were travelling business, their status (wp?) had let them into the lounge ...... but they were getting turned away from the restaurant. The main problem, of course, was the embarrasment this causes the person concerned.

I think that T5 is still ironing out a some wrinkles in the way they operate. Embarrassing the most loyal customers is, I'm sure, a wrinkle that they'll sort out as it's can't be senior mgmt's intention to do this.

Access to pre-flight dining facilities has always been based on class of travel though and not new to Terminal 5. When travelling in 1st out of T1, I used to receive a dining invitation card which needed to be presented to gain access to the restaurant in the T1 1st lounge.

One might say that a QF Platinum member is likely not one of BA's most loyal customers anyway

 

[Flashback]

Access to pre-flight dining facilities has always been based on class of travel though and not new to Terminal 5. When travelling in 1st out of T1, I used to receive a dining invitation card which needed to be presented to gain access to the restaurant in the T1 1st lounge.

One might say that a QF Platinum member is likely not one of BA's most loyal customers anyway

In which case QF is the odd one out by letting all OWE access pre-flight dining at the SYD/MEL FLounge.

 

[Dave Noble]

In which case QF is the odd one out by letting all OWE access pre-flight dining at the SYD/MEL FLounge.

Depends on what you mean by odd one out? Different facilities with different rules. Generally the QF 1st lounge is likely to be accessed by those taking reasonable distance flights; the BA 1st lounge can be accessed by UK domestic emerald passengers and those taking shorthaul BA flights as well as those going longhaul and so BA may have chosen to limit it

I haven't had any issues in the Concorde room with needing a meal voucher, but the Concorde Room is generally 1st class passengers only

 

[anat0l]

Hmmm....

I've had some troubles at Heathrow too. I was in the First lounge at T5 (travelling bus class), - I had accessed the lounge area ok. When I went to eat in the nice restaurant at the far end, they wouldn't let me in as i didn't have a first class boarding pass. When I showed them my CL card, they then let me in.

Whilst sitting in there eating there were 5+ passengers who came to eat and were turned away because they didn't have a first class boarding ticket. IE they were in the first lounge, they were travelling business, their status (wp?) had let them into the lounge ...... but they were getting turned away from the restaurant. The main problem, of course, was the embarrasment this causes the person concerned.

I think that T5 is still ironing out a some wrinkles in the way they operate. Embarrassing the most loyal customers is, I'm sure, a wrinkle that they'll sort out as it's can't be senior mgmt's intention to do this.

Is the 'restaurant at the far end' the Refectory area of the T5 Galleries First lounge? (It's actually not that big, and it's self-service of course)

If it is, I can't believe that particular sub-section is capacity controlled unless it was for sleeper flights (i.e. pre-flight dining), of which I didn't know the BA protocol was to strictly control it via cabin. I didn't even know that BA has Sleeper Service flights departing LHR T5.

FWIW as a QF WP I transited in the LHR T5 lounge whilst waiting for a flight to FRA in Club Europe. My flight was ~10am and breakfast was being served. No one was there to verify that I should be there (or shouldn't).


If you are talking about the CCR, completely different, as that is strictly for BA First class passengers only. No idea about access rights for QF Chairman's Lounge members. The other 5+ people that got refused probably got in with a CCR card perhaps (how unlikely!) but to get into the lounge proper then refused the restaurant service seems weird.

 

[vaccav]

Sorry dave........... just realised my mistake ......... it was the T3 First lounge (where qf leaves from) not the T5 lounge.

.... and it was the small restaurant area not the refectory. IE menu, table service, on the corner, view out to the plane's at the gates.

And yes .... it was very weird to see people denied access to that.

 

[drron]

In which case QF is the odd one out by letting all OWE access pre-flight dining at the SYD/MEL FLounge.

No a WP can access the restaurant at CXs Flounges.No discrimination in the JL,AA Flounges I have been in.

 

[Dave Noble]

Sorry dave........... just realised my mistake ......... it was the T3 First lounge (where qf leaves from) not the T5 lounge.

.... and it was the small restaurant area not the refectory. IE menu, table service, on the corner, view out to the plane's at the gates.

And yes .... it was very weird to see people denied access to that.

If it was the restaurant service, then I do expect that the rules are the same as it used to be for T1 in that the restaurant pre-flight dining service in the evening is for 1st class passengers only in the 1st lounge and for business class passengers with class J on the BP ( rather than C as used for Club Europe ) in the business class lounge

In T4 , it used to be that 1st class passengers would have access to the Concorde Room and so pre-flight dining was separated from those with 1st lounge access who were not travelling in 1st class. I suspect that T5 is similar

Dave

 

[cmon0005]

Access to pre-flight dining facilities has always been based on class of travel though and not new to Terminal 5.

Is there a sign at the front of the restaurant mentioning no entry unless travelling 1st?
This would stop a lot of the embarrasment happening.

 

[Dave Noble]

Is there a sign at the front of the restaurant mentioning no entry unless travelling 1st?
This would stop a lot of the embarrasment happening.

I don't know. I don't even think it is overly embarassing if someone asks for a table and is asked to get a dining voucher 1st and gets informed by the front desk that they are unfortunately ineligable.

Pre-flight dining has only ever been advertised (afaik) as for business and 1st class. Even an Emerald passenger travelling long haul business unable to use the 1st dining room and have to visit the business pre-flight dining

No different to someone going to book a spa treatment and finding out that they are unable to have a treatment due to boarding pass indicating C class rather than J

Dave

 

[vaccav]

There was no sign there.
And there was no request to get a voucher or anything from front desk.
It was just person after person being turned away.

 

[Dave Noble]

There was no sign there.
And there was no request to get a voucher or anything from front desk.
It was just person after person being turned away.

Were they being asked whether they were travelling in first?

Dave

 

[liamg]

I experienced problems accessing the Terraces lounge in SFO back in April. I am QFF Gold and have used the BA Terraces lounge in other ports, but was denied access on this occassion. On this occassion, it was a Qantas staff member in that lounge that denied me access - telling me that Qantas had assigned me to the Sakura lounge. I protested but as it was only 20 mins till boarding, I did not push it.

I had exactly the same issue back in May when I was leaving SFO. The BA person who told me to go away was very rude, too. I even pointed to the OW Saphire logo on the front of the door, but she didn't care.

I was tempted to push it with QF after I got back, but never got around to it.

I dare suggest it's a systemic issue -- a policy by QF that at SFO Gold go to the JL lounge and Platinum to the BA lounge. If you want to put my name on a complaint to show it's a wider issue than just the one person, PM me...

L.