Qantas Club budget cutbacks?

[ozimax]

I don't know whether this is a common occurrence as I try and fly as little as possible these days, but checking in at SYD last month (enroute to AKL) was rather interesting. It was late Saturday morning, and there was only one QF club check in attendant for the whole of Sydney airport. Thankfully there were only about 5-6 pax standing in line, for about 45 minutes. Looking back, we should have just used the economy check in line because it was moving must faster.

To her credit, the lone QF club staff member apologized profusely for the long wait. In her words, it was "budget cuts" that caused the situation.

Funnily enough, this was much better than Auckland last week. They have a very nice separate QF club check in facility, but alas, it was closed. Thankfully, the line at economy was small and we checked in quickly.

Does anyone know if these are isolated incidents (maybe they saw me coming)?

(I must say that my experience at QF club in Auckland last week was far better than in February of this year. Then the coffee machine was not working and the food was either inedible or invisible. This time things were much better.)

Any comments?

 

[markis10]

You should try flying from BNE, the priority check in lines are often the worst choice option and as always a judgement call is in order when it comes to which line to choose, or not take baggage.

 

[simongr]

Thankfully there were only about 5-6 pax standing in line, for about 45 minutes.

45 minutes??????????

We had two lanes at WLG on Friday - though due to unpreparedness of pax in front we were still waiting 10-15 mins...

 

[serfty]

... Funnily enough, this was much better than Auckland last week. They have a very nice separate QF club check in facility, but alas, it was closed. Thankfully, the line at economy was small and we checked in quickly.
...

Closed? What time and day of week was this?

 

[oz_mark]

To her credit, the lone QF club staff member apologized profusely for the long wait. In her words, it was "budget cuts" that caused the situation.

Without knowing how things are costed and charged in the internal books in Qantas, I could question whether it is a Qantas Club budget cut, or a more general check-in staff budget cut. I would expect that as we move the 'customer service enhancemants' of self service that staff numbers will decrease further.

Having said that, I have high hopes for self drop off of luggage. My view is that bag drop wopuld work so much better if that was all that was happening, but time and again I get stuck behind someone that is clearly doing more than dropping baggage off. With the self serve terminals there may not be much scope for anything other than dropping the bags off.

 

[matty744]

I don't know whether this is a common occurrence as I try and fly as little as possible these days, but checking in at SYD last month (enroute to AKL) was rather interesting. It was late Saturday morning, and there was only one QF club check in attendant for the whole of Sydney airport. Thankfully there were only about 5-6 pax standing in line, for about 45 minutes. Looking back, we should have just used the economy check in line because it was moving must faster.

To her credit, the lone QF club staff member apologized profusely for the long wait. In her words, it was "budget cuts" that caused the situation.

It was still the same in the afternoon around 1400 with just one person for the whole business/QP check in area. It wasn't as busy as the morning period by the sounds of it but still was around 10 mins.

 

[anat0l]

I don't get around to checking this at SYD T1 since I'm a WP, but where do QP members check-in?

• Dedicated QP desks (and not J desks),
• Combined QP and J desks?

If it were case B above and there was only one person on hand, I'd find that a bit hard to believe. On the other hand, if it were case A, then maybe not.

Of course, what I also find hard to believe is how it could take 45 minutes to process 5-6 people, especially if they are QP? Unless the check-in agent was really slow, or the pax in front were complete chestnuts and/or had complex routings.

 

[simongr]

I was assuming 45 was actually 4-5 - surely?

 

[anat0l]

I was assuming 45 was actually 4-5 - surely?

If it was 4-5 minutes for 5-6 pax then what is the problem?

Even if the Y line was processed in an equal amount of time then still what is the problem? If the Y line was processed in 2 minutes then so be it - someone lost a bet by 2 minutes. Big deal.

If it was 4-5 minutes per person then that's not a bad benchmark. The Y line must've been rather short then (relatively).

 

[Oneworldplus2]

Sydney, T3, Monday morning about 4 or 5 months ago was TOTAL CHAOS! The lines were out the door. whY (no status) check in was literally a snake winding past the WP check in line, l couldn't see the end of it to be honest. It was total madness.

The QC, SG, WP and 1W dedicated lines were also choc-a-bloc. AND, not all dedicated counters were staffed (which several people had noticed and were making a point about). A point which the OP is making here, l think.

Could happen anywhere; but on a Monday morning, (peak hour in my books), QF should know in advance about loads on flights and make adjustments accordingly with staff.

Since I've only taken that flight to PER on a Monday once, l can't really say if it happens every Monday and l try to fly in the afternoons.

 

[11sjw]

I don't get around to checking this at SYD T1 since I'm a WP, but where do QP members check-in?

• Dedicated QP desks (and not J desks),
• Combined QP and J desks?

If it were case B above and there was only one person on hand, I'd find that a bit hard to believe. On the other hand, if it were case A, then maybe not.

Of course, what I also find hard to believe is how it could take 45 minutes to process 5-6 people, especially if they are QP? Unless the check-in agent was really slow, or the pax in front were complete chestnuts and/or had complex routings.

Option B in Perth. Best to go with carry on only if possible!

 

[ozimax]

I was assuming 45 was actually 4-5 - surely?

No, it was 45 minutes, that's why the staff member profusely apologized. There were separate J and F class check in counters operating. Thankfully for those pax they got through quickly.

 

[ozimax]

Closed? What time and day of week was this?

9.30am Monday morning.

 

[ozimax]

Without knowing how things are costed and charged in the internal books in Qantas, I could question whether it is a Qantas Club budget cut, or a more general check-in staff budget cut. I would expect that as we move the 'customer service enhancemants' of self service that staff numbers will decrease further.

Who knows? Budget cuts are just that I suppose, and are part and parcel of the ever more greedy corporate sector. At least the NAB gives out free biros to anyone who wants one...

 

[serfty]

9.30am Monday morning.

That makes some sort of sense as after the QF142 flight to SYD departs at 8:50am, there's normally nothing until the 12:30pm QF114. (Although I would expect it to be open soon after 9:30am.)

Did you notice what time Premium Check-in eventually opened?

 

[anat0l]

No, it was 45 minutes, that's why the staff member profusely apologized. There were separate J and F class check in counters operating. Thankfully for those pax they got through quickly.

So from what I read here, that means there were separate check-in desks available for:

1. Members flying F (or are WP, or OWE)
2. Members flying J (or are SG, or OWS)
3. Qantas Club members

And of course you lined up for #3. (Had there been no such dedicated counters for Qantas Club members, as in #3, then rules dictate that you are allowed to line up for Business class check-in).

In any case, if it was 45 minutes, again 45 minutes to process 5-6 people is ridiculous. 5 minutes per group (assumed 1-2 people) is enough. You would need them all to be absolute chestnut pax or other issues for them to take so long. Or the counter check-in staff would need to be rather inept, but this doesn't seem to be alluded to by the OP.

 

[bossreggie]

I have not noticed any lack of anything in AKL

I have been there 6 times this year and the only thing I noticed last weekend was that they had Moet in the F lounge. Usually it is not there.

 

[Brisbane Flyer]

I have not noticed any lack of anything in AKL

I have been there 6 times this year and the only thing I noticed last weekend was that they had Moet in the F lounge. Usually it is not there.

Well done BossReggie. Focus on the important things, forget the rest. If only my employees followed this mantra, I know I do...

 

[ozimax]

And of course you lined up for #3. (Had there been no such dedicated counters for Qantas Club members, as in #3, then rules dictate that you are allowed to line up for Business class check-in).

I understand. There was a dedicated J class counter with 1 staff member, and of course F class with several staff. Every time the J class counter seemed empty, another pesky business class customer would rock up! We were ignored by the first class check in staff, but this didn't bother me.

There was a couple at the QF club check in that did seem to take a heap of time to get organized. It was no big deal as we had plenty of time before the flight left.

 

[anat0l]

I understand. There was a dedicated J class counter with 1 staff member, and of course F class with several staff. Every time the J class counter seemed empty, another pesky business class customer would rock up! We were ignored by the first class check in staff, but this didn't bother me.

There was a couple at the QF club check in that did seem to take a heap of time to get organized. It was no big deal as we had plenty of time before the flight left.

I think it is normal for F check-in staff not to call over any other pax even if they are not attending to anyone. It seems odd but in reality the F check-in should be completely cordoned off and not part of the "row". This works more effectively in MEL because the F check-in is truly apart from the other QF check-in desks. You wouldn't see the MEL F check-in agents going out of their "room" when there is no one to attend to in order to seek out other J pax to check them in.

I hope the couple at the QP check-in desk had a good reason for holding up the rest of the line...