Qantas digital lounge invitations and access issues

[melbkate]

Hi all

I'd like to express my frustration at the Qantas Lounge changes to digital and also the way they are limited and inflexible and wondering if other people have had similar issues.

I fly MEL-SYD return at least once a month. I only bother to use my lounge passes if my flight is delayed or I get there early purposefully for an evening flight so I can have a drink and some food.

Last year, I had 3 paper invites I could not use due to Melbourne lounge renos. I tried on 3 different occasions. One time, a member/stranger offered to take me in as a guest when I was refused entry as it was in their "peak times" 8:30pm and he was told "no!" quite rudely too.

I also tried to use a paper one in Sydney in April at around 8:20pm (was on last flight out leaves 10:05 and got there especially early to do this) and was told lounge closing in 10minutes, it was pointless going is as they were just cleaning up. What? So the card dates have now expired. However at least the paper ones you could use at last minute if flight delayed etc.

Then I got more digital ones from credit card. Turned up to Sydney in May flight cancelled / rescheduled so I went to lounge and they allowed and nicely allowed me to login on their ipad the and link my flight and I sailed in. Success for once.

Last week, same thing happened. Evening flight delayed massively, I got put on an earlier flight (yay) which was also delayed but not as much. Went to lounge.

This time 2 staff on door sigh and heave about not having linked my invite previously etc but they could do me big favour and let me use their ipad. I logged in and no available flights listed. She could see I had 4 lounge invites though.

Despite my flight being cancelled and late staff member did not use discretion to let me in anyway but gave me a lecture on linking flights 24 hours beforehand. I asked the single person next to me if they would mind taking me in as a guest and both staff yelled at me in unison "you can't do that!" in front of half a dozen people who were behind us. That was awful. I went and bought a G&T at the Roma cafe opposite my gate and quietly fumed.

My issue is these lounge invites aren't always wanted for every domestic flight I take and I assume other people. If I link a flight 24hrs beforehand and then don't use it I lose it. So I'd like to complain to someone so that people can use them on departure, but not sure who except to rave on this forum.

Across the board the Domestic staff / sentries have acted as though they are running Studio 54 or a VIP high rollers lounge at Crown Casino! Sigh. I mean it's great to go in and have a drink and a snack for sure, but it's not that incredible. I might also mention, I love flying Qantas, I have no problem with other staff roles like FAs or ground staff in general all great but the Domestic lounge sentries are really hit and miss and mostly miss. Kate.

 

[levelnine]

If I link a flight 24hrs beforehand and then don't use it I lose it. So I'd like to complain to someone so that people can use them on departure, but not sure who except to rave on this forum.

I fully understand your frustration.

It is one of the downsides for customers with Qantas moving to digital passes. They can no longer be used at the last minute when a flight is delayed/cancelled (unless you get a nice lounge agent who allows you to link it in front of them at the lounge entrance).

I would suggest submitting feedback to Qantas and hope that they listen, allowing people to link boarding passes for immediate use.

 

[Daver6]

I think you make some really valid points. This whole system does not seem very customer focussed.

 

[Lynda2475]

Just gifted a first electronic pass to a friend, didn't ask when they were flying hopefully not today as that would be wasteful.

It wouldn't be that hard to code logic that scanned the barcode for a guest pass so if not used, it returns to you pass wallet to be reused later. and perhaps make the redemption available up to 1 hour before a given flight.

 

[RichardMEL]

It is a ridiculously complex system with flaws as you note (and several other instances posted about recently that I can recall).. plus the restrictions on use at various lounges (eg: QF SIN, LAX) make these passes almost more of a PITA than they are worth... OTOH I have gifted the P1 versions (which allow F lounge access) a number of times and people have had zero issues and had a great time.. so it varies.

What astounds me is that many other airlines offer paid passes or other electronic options that just work (eg: UA) and one can purchase or get a pass and even if it is electronic, just scan the barcode at the door and no issues.. no flight needs to be linked etc (obviously one needs an appropriate BP but one would usually have that if in the appropriate terminal).

I think what would be much easier/more sensible is if QF made these passes NOT linked to a flight per se, but available on the QF APP to bring up. They can have a barcode or similar the lounge staff can scan when you enter and voila the pass is used. If it's a special pass (like the P1 ones) then obviously the appropriate conditions still need to be met, but same deal. Yes it would create a LITTLE bit of extra work for the agents (instead of scanning a linked BP, they'd scan a BP(or at least sight it) and scan the lounge pass BC).

Another option may be that you could print your pass with barcode from the QF website and have that to scan if one isn't comfy using a phone or has no network access to bring up the online pass. Again they scan the barcode or QR code for the pass and then it's used.

The whole flight linking thing seems to be an onerous burden for all concerned - and as you say if the flight is cancelled or changed then one is in trouble. I am not entirely sure what benefit the linking thing is - other than somehow confirming in advance that one HAS an eligible flight.

The other issue is that say you've linked a pass to a flight but for whatever reason don't use it - cancel flight or in the case of a friend of mine just plain forget you have the pass linked and don't even go to the lounge - it's GONE. Tough luck! I mean that's pretty poor. What if your connection is late and you rush to the next gate withou time to use the pass, or maybe see you have 10min so don't want to waste that pass, you should be able to get that unused pass back.. right now there's seemingly no way to do that.

Definitely flaws in the system and seems to cause more grief than it's worth.

Hope QF somehow improve (not using the "E" word !) this sytem to make it fairer and easier for all.

 

[FrankP]

Very disappointing for you. Sorry to hear. I’ve not come across these issues, and I think thats more good luck than good mgmt. A bit confused about the 24hrs prior rule though.

Few weeks ago I was flying my mother back to Port Mac via Sydney. Flight delayed, connection in the toilet. Rang and eventually (after much knashing of teeth) got her flights changed BUT meant she’d be in SYD nearly 5 hours!
She’s 85+. Not a nice prospect for her.

So, once flights got re-done, I went via my QF Money Card website and
- linked across to QFF site and joined her up as a QFF nbr for free (not sure if this was because I went thru the c/card site), logging on under her new QFF nbr to see her flights and confirm all was as expected (edit: sorry, forgot to mention once I looked up her booking ref nbr, was able to ‘edit’ the booking and add her QFF nbr immediately, which I was very happy/surprised by. Was expecting it to fail).
- picked up my 2 avail lounge passes
- assigned both those passes to her QFF
- jumped back to her QFF and alloc’d the passes to each flight

She was able to use both passes in CBR and SYD (very happy about that for her) AND it all happened at 10am for a 1pm flight.

Hence my confusion - I’m thinking it’s an “imposed” rule, not an actual business rule implemented in the code!

 

[melbkate]

Very disappointing for you. Sorry to hear. I’ve not come across these issues, and I think thats more good luck than good mgmt. A bit confused about the 24hrs prior rule though.

Few weeks ago I was flying my mother back to Port Mac via Sydney. Flight delayed, connection in the toilet. Rang and eventually (after much knashing of teeth) got her flights changed BUT meant she’d be in SYD nearly 5 hours!
She’s 85+. Not a nice prospect for her.

So, once flights got re-done, I went via my QF Money Card website and
- linked across to QFF site and joined her up as a QFF nbr for free (not sure if this was because I went thru the c/card site), logging on under her new QFF nbr to see her flights and confirm all was as expected (edit: sorry, forgot to mention once I looked up her booking ref nbr, was able to ‘edit’ the booking and add her QFF nbr immediately, which I was very happy/surprised by. Was expecting it to fail).
- picked up my 2 avail lounge passes
- assigned both those passes to her QFF
- jumped back to her QFF and alloc’d the passes to each flight

She was able to use both passes in CBR and SYD (very happy about that for her) AND it all happened at 10am for a 1pm flight.

Hence my confusion - I’m thinking it’s an “imposed” rule, not an actual business rule implemented in the code!

Well that is brilliant workaround and result for you and your mother! A lot of trouble but at least you could link the flights on the day.

I think in my last case, the departure time the flight they put me on (and grateful for) was delayed so when I got to the lounge officially it had already departed when it wasn't boarding for an hour. So maybe the system couldn't see it. Or maybe because it was a flight change. Whatever I was pretty annoyed. Esp with their attitude and they can use their discretion I know.

The staff member used the 24 hour excuse but I could see she was confused why the flight didn't show up too. Not confused enough to allow me in just sent me away like a naughty schoolgirl.

Like you I'd done it once before on departure and it was fine. Honestly, I loved having a few of those lounge cards for situations like yours and mine - so simple!

 

[melbkate]

I think you make some really valid points. This whole system does not seem very customer focussed.

Why thank you Daver6 that makes me feel a bit better. Honestly buying a G&T for $11 helped ease the pain too.

 

[melbkate]

I fully understand your frustration.

It is one of the downsides for customers with Qantas moving to digital passes. They can no longer be used at the last minute when a flight is delayed/cancelled (unless you get a nice lounge agent who allows you to link it in front of them at the lounge entrance).

I would suggest submitting feedback to Qantas and hope that they listen, allowing people to link boarding passes for immediate use.

thanks levelnine I'd like to, but honestly wouldn't know who to write to and get a response. I know publicly posting on social media gets responses but I'm not into that. It's all so petty but could be so easy. And it is also the build up of wasting those other card passes I had when they limited Melbourne domestic. Three times I got sent away. If you have any idea who to complain to please let me know and I will.

 

[Vic]

some contact options here:

Customer feedback | Qantas

Contact our customer care team or use our online form to share your complaints and feedback with us.

www.qantas.com

The online form is easy to fill in.

Customer care feedback form | Qantas AU

Use this form to give Qantas feedback on your experience with Flights, Baggage, Check-in, Before you travel, Qantas Frequent Flyer and more.

www.qantas.com

 

[Happy Trails]

Why thank you Daver6 that makes me feel a bit better. Honestly buying a G&T for $11 helped ease the pain too.

A G&T always eases the pain.

 

[big_RED]

thanks levelnine I'd like to, but honestly wouldn't know who to write to and get a response.

Couldn't agree with you more on this new process and rules.
I even find it hard to see where my available passes are located as I believe you can't see them in the Qantas app? You need to do it on the website?

I've just submitted feedback with the above contact form URL supplied...

 

[melbkate]

Couldn't agree with you more on this new process and rules.
I even find it hard to see where my available passes are located as I believe you can't see them in the Qantas app? You need to do it on the website?

I've just submitted feedback with the above contact form URL supplied...

Oh so did I. I don't think anything will happen unless some public negative attention comes their way because of it. Unless complaining to the banks issuing the passes could help as if they know they are not so appealing, may rethink their value.

 

[nlagalle]

I have to agree the new passes are convoluted and painful to use. I’ve only had one issue which was for my mums flight a while back but most times I’ve allocated the passes well in advance. I can see how in your case the 24 hour rule is stupid. In this day and age it should be instant.

 

[big_RED]

Received a reply from Qantas customer support after my online feedback:

I regret you were unable to visit the lounge after purchasing a pass for access prior to your flight. As these passes are issued by our Frequent Flyer Service Centre, I would best recommend contacting our Frequent Flyer Team. They have access to your account so will be better able to assist you with your enquiry.

You can contact them by calling 13 11 31, email ([email protected]) or via online form. My apologies as we from Customer Care are unable to access the passes.

So I'll email the FF email address they provided now.

 

[Danger]

Received a reply from Qantas customer support after my online feedback:

I regret you were unable to visit the lounge after purchasing a pass for access prior to your flight. As these passes are issued by our Frequent Flyer Service Centre, I would best recommend contacting our Frequent Flyer Team. They have access to your account so will be better able to assist you with your enquiry.

You can contact them by calling 13 11 31, email ([email protected]) or via online form. My apologies as we from Customer Care are unable to access the passes.

So I'll email the FF email address they provided now.

That's pathetic handballing.

What's next. 'We're sorry there was a fly in your Neil Perry sandwich but you'll need to contact Q Catering'. 'We're sorry your mini First Class [!} seat wouldn't recline but the department you're after is actually Qantas Engineering'. Bag didn't arrive? Sorry, Customer Care can't help. You need Qantas Baggage.

The correct response would have been to say 'We've passed your email to QFF to respond to you directly. They''ll be in touch within 10 business days but if you haven't heard by then, please reply to this email or get in touch with us and quote your reference number'.

 

[big_RED]

Agreed.....

 

[Mrmaxwell]

Received a reply from Qantas customer support after my online feedback:

My apologies as we from Customer Care...

We are from Customer Care - but we don't!

What is this linking flights to passes? What a joke and absolute terrible customer experience. It seems QF are making it as hard as possible to have these passes used - maybe their intention.

If I ever see anyone stranded at the entrance like this they will be coming in as my guest and god help the dragon lady that snaps no

 

[Deleted member]

Maybe it’s time to look at VA as an alternative? . It appears that while you are a regular flyer, you’re not a “frequent” flyer. Falling into that category somewhere between bronze /silver and not quite gold! It also begs the question “is maybe a paid annual pass your best option”?
Back on the VA option, if you’re strategic with your CC options, Amex if I’m not mistaken has a card with VA lounge access attached.

 

[RichardMEL]

Ridiculous handballing. Many ways this could have been handled better:

1. Passed internally to QFF to answer
2. Handled by "Customer Care" (I suspect they are saying they have zeo power to do anything hence the handball)

QF empower your customer service employees to sort this stuff out quickly. I will say one thing for P1.. when I had an issue with a P1 lounge invite I gave to my sister just a few weeks after they were launched and she was denied entry for whatever reasons they replaced the pass on the spot with apologies.

All this is setting up now is QFF to (maybe/eventually) respond with a "tough luck" response or if REALLY lucky maybe replacing the pass.

Some companies are really good with empowering front line people to just deal with this small stuff and make someone happy quickly. QF is clearly not one of them.

I mean they could care less about a lounge pass being provided to a customer so just let it happen.

I am sure if a response like "I am so sorry this occured to you. I have organised for another pass to be issued to you in lieu of one that was unable to be used" - would be quick and resolve a situation and I think make the customer feel better towards QF.

I don't know why this stuff somehow is so hard.