Qantas First Lounge Access Rules [Guesting]

[Austman]

... and if you'd like to give your opinion, check if a SQ passenger travelling in business class is allowed to use UA lounges at EWR. Star Alliance says "Yes", UA at EWR says "No". UA won.

 

[HBA747]

Thanks for all the support, in hindsight I should have asked for the manager at the time of the issue, however after the scene that this gentleman caused (yes i took his name and position) at the front desk in front of all passing through, I don't think my parents would have been too keen to come back along from the business lounge anyway.

I had a word with the manager on the way out. I was told that the entrance for OneWorld F customers bring guests is a "grey area". I really don't see how this is a grey area, especially if one refers to the online rules, on the QANTAS webpage. However, if this has recently become a "grey area", maybe the appropriate webpage should state how grey it is indeed

 

[Red Roo]

I had a word with the manager on the way out. I was told that the entrance for OneWorld F customers bring guests is a "grey area".

Apologies that I wasn't able to respond to this thread earlier, and also for your unhappy experience yesterday at the Sydney First Lounge.

To clarify the access rules in this instance, you're correct - your parent's should have been allowed access as guests of International First oneworld Customers, regardless of your Qantas Frequent Flyer tier status (as per Lounge Locations | Australia | Sydney International | International First).

I've since raised this issue with the First Lounge Manager, and have passed on your comments regarding the way in which this matter was handled. They'll be following up internally, however in the interim I would encourage you to provide feedback including your Frequent Flyer number, flight details and passenger information to our Customer Care team: https://www.qantas.com.au/travel/airlines/customer-care-form/global/en.

Hope this remains a one off for you, and the rest of your trip is more enjoyable. Please also pass on my regards and sincere apology to your parents.

 

[cmdwedge]

Apologies that I wasn't able to respond to this thread earlier, and also for your unhappy experience yesterday at the Sydney First Lounge.

To clarify the access rules in this instance, you're correct - your parent's should have been allowed access as guests of International First oneworld Customers, regardless of your Qantas Frequent Flyer tier status (as per Lounge Locations | Australia | Sydney International | International First).

I've since raised this issue with the First Lounge Manager, and have passed on your comments regarding the way in which this matter was handled. They'll be following up internally, however in the interim I would encourage you to provide feedback including your Frequent Flyer number, flight details and passenger information to our Customer Care team: https://www.qantas.com.au/travel/airlines/customer-care-form/global/en.

Hope this remains a one off for you, and the rest of your trip is more enjoyable. Please also pass on my regards and sincere apology to your parents.

Top shelf response from Red Roo, as always.

 

[gazzman]

Also are the F lounge access rules fair and reasonable? - QF WP or QF F pax can only guest someone on the same flight, OW emerald or F pax can guest anyone as long as they are also on a OW flight. I'd have thought the more flexible guesting policy would be with a WP or QF F pax.

 

[RooFlyer]

Top shelf response from Red Roo, as always.

Yes, except for the part that didn't read ... "Please look out for a PM with respect to some Flounge passes for your parents for future use". But then again, maybe there was a PM (or similar) and RR didn't feel the need to broadcast the fact

 

[defurax]

I just hope I never have to deal with Mr "Grey area" and his mignon "the obnoxious lounge dragon"...

 

[Kangol]

Thanks for all the support, in hindsight I should have asked for the manager at the time of the issue, however after the scene that this gentleman caused (yes i took his name and position) at the front desk in front of all passing through, I don't think my parents would have been too keen to come back along from the business lounge anyway.

I was going to ask if this person was the person at the door or at the reception desk - surely if this occurred at the desk at the top of the escalator, which is accessed after the person at the door checks your eligibility, there would have been other other staff members to correspond with?

Unless by "front desk" you mean "glass door entrance".

 

[legroom]

Travelling party of a family of 4.

2 passengers BA F
2 passengers CX J

According to the qantas first lounge Sydney website[TABLE="class: basic, width: 500"]
[TR="class: last"]
[TH]International First oneworld Customers[/TH]
[TD]Next onward flight that day must be on a oneworld operated and marketed flight.#
One guest allowed and must be travelling on aoneworld operated and marketed flight.#[/TD]
[/TR]
[/TABLE]

Lounge Locations | Australia | Sydney International | International First

However I was very arrogantly and rudely told that the 2 CX passengers (my parents) would not have access. I argued for 10 minutes to no avail and my parents decided to head to the business lounge. Extremely embarrassing for them.

I am even more angry as I confirmed that we would all have access with one of the ladies at the F lounge desk on a recent trip 3 weeks ago. She confirmed that indeed all 4 of us would be able to access the lounge with no problems on this current trip. Then we turn up today, and are told in an extremely aggressive manner that we are wrong, and offered no apology for the incorrect information from the staff member at the desk the previous visit, or for the incorrect info on the website (which i showed him on my phone, although he was extremely reluctant to look).

I am also QF WP which doesn't matter in this case, however with all the time i spend flying Qantas, I had hoped for better.

Can someone please tell me whether i'm right or wrong in this case (maybe redroo)? If i'm wrong i'm happy to cop the criticism and move on. Am I missing something?

I wonder if you had had a printed version of the above rule as quoted, whether that would have changed the outcome.

Showing him the iPhone version may not extinguish the fire !

The rule - as everyone could see - is pretty B & W, no room for grey at all.

I'd have escalated the matter on the spot, saving the parents from obvious embarrassment.

That's why in my carry-on, I always keep an updated version of lounge rules - for the unexpected "grey" managers.

 

[BVT]

every/any airline lounge should have a printed copy of its lounge access rules specific to that lounge as quick reference...would save a lot of hassle....and eliminate any staff 'interpretations'..

What a good idea!

Last week, with two travelling companions, I gained access to the CX lounge at KUL. All of us were travelling 3K to SIN. 1 x WP; 1 x QC plus a "nothing" - how do I even know this person?

The Lounge Angel, was very friendly with out confirming that we all would be admitted. I did note that she discreetly checked some form of cheat sheet. Years of corporate life has given me the useful skill of being able to read upside down text; the heading was something like "Access Rules for One World Emerald" or similar. In the result we were all admitted.

It was a basic lounge, but quite comfortable and great views of the tarmac.

 

[yohy?!]

What a good idea!

Last week, with two travelling companions, I gained access to the CX lounge at KUL. All of us were travelling 3K to SIN. 1 x WP; 1 x QC plus a "nothing" - how do I even know this person?

The Lounge Angel, was very friendly with out confirming that we all would be admitted. I did note that she discreetly checked some form of cheat sheet. Years of corporate life has given me the useful skill of being able to read upside down text; the heading was something like "Access Rules for One World Emerald" or similar. In the result we were all admitted.

It was a basic lounge, but quite comfortable and great views of the tarmac.

were you on a QF code for the 3K flights - if not then I don't think you should have gotten access!

kudos for getting it though, CX are notoriously firm and accurate in these matters

 

[Danger]

Awesome response from Red Roo.

Have you suggested to him to remove your FF number from your booking to gain entry according to OWrules. I know it's not necessary, but I wonder if he would have understood your point then...

I can't help but wonder if the issue lay with the fact (actually, an assumption I'm making) that HBA747 had his/her QF FF number in the reservation. I reckon the lounge agent was 'blinded' by seeing the QF number and therefore viewed the passenger as a QF flyer and therefore subject to the more restrictive access rules. And if I was to speculate further I'd say the lounge agent's view was clouded by the apparent issues surrounding QF Platinums using their QF status to access the F lounges in Australia and DXB, but crediting their flight to EK Skywards.

In theory, as has been discussed a couple of times on AFF, it shouldn't matter. But as my experience even domestically and without EK involved has shown, along with a couple of other members, some QF lounge staff are of the opinion that it's one membership or the other.

 

[Danger]

were you on a QF code for the 3K flights - if not then I don't think you should have gotten access!

kudos for getting it though, CX are notoriously firm and accurate in these matters

The lounge agent was clearly showing some of the renowned CX hospitality.

Even on a QF code, oneworld lounge access only applies when a oneworld airline markets and operates the flight.

 

[opusman]

The whole situation is kind of bizarre. Why should someone with no loyalty to Qantas, travelling with an airline other than Qantas, have greater rights than I would as a WP travelling with Qantas? Why do Qantas discriminate against their own loyal customers like this?

 

[Kieran2274]

Not a great situation HBA747, and it's one of those events that are very frustrating and embarrassing. If there wasn't such a great difference between the Qantas SYD T1 FLounge and the T1 International Business Lounge, I doubt you would have persisted in the face of such adversity, but as they are worlds apart I would have done the same thing in politely but firmly trying to get across that the rules do provide access for your party (after all you weren't complaining about the rules, just asking for the access policy to be honoured).

Such bungles will occur from time to time, and it was good of Red Roo to apologise unreservedly on behalf of Qantas for the misfortune. I hope they extend an apology gift to you, to try and restore some faith/goodwill with you.

 

[Kieran2274]

The whole situation is kind of bizarre. Why should someone with no loyalty to Qantas, travelling with an airline other than Qantas, have greater rights than I would as a WP travelling with Qantas? Why do Qantas discriminate against their own loyal customers like this?

I don't think it was a case of a BA F customer (for this flight in question) seeking better treatment than a QF F customer (or Qantas Platinum/P1/CL customer). It's not like they have to kick a QF customer out to accommodate the BA F pax (and guest), and as a OneWorld lounge any elite OneWorld or OneWorld First pax travelling on OneWorld that day is plainly allowed to access said lounge (that's just the 'any OneWorld lounge' access arrangements common to all OneWorld airlines).

And Qantas already give more favourable treatment to Qantas First customers in the FLounge in giving them first dibs on spa treatments - which seems like the right pitch to me (small but significant).

 

[yohy?!]

The lounge agent was clearly showing some of the renowned CX hospitality.

Even on a QF code, oneworld lounge access only applies when a oneworld airline markets and operates the flight.

CX doesn't mention marketing and operating like QF does: Lounge Admittance for First and Business Class Passengers - Cathay Pacific Hong Kong which may be why they let it slide (although OW rules do).

Passenger + 1 guest
(departing on Cathay Pacific, Dragonair or oneworld carriers flights only)

 

[opusman]

I don't think it was a case of a BA F customer (for this flight I'm question) seeking better treatment than a QF F customer (or Qantas Platinum/P1/CL customer). It's not like they have to kick a QF customer out to accommodate the BA F pax (and guest), and as a OneWorld lounge any elite OneWorld or OneWorld First pax travelling on OneWorld that day is plainly allowed to access said lounge (that's just the 'any OneWorld lounge' access arrangements common to all OneWorld airlines).

Think you misunderstood me - my comment was nothing about the customer, but about the rules Qantas applies to their own loyal customers being stricter than those they apply to customers of other airlines. There are situations where a WP travelling QF in first is unable to bring in a guest whereas a non-QFF member travelling another airline is able to.

And Qantas already give more favourable treatment to Qantas First customers in the FLounge in giving them first dibs on spa treatments - which seems like the right pitch to me (small but significant).

True although this comes with being booked in First rather than status (and not all of us care about the spa anyway!)

 

[legroom]

Think you misunderstood me - my comment was nothing about the customer, but about the rules Qantas applies to their own loyal customers being stricter than those they apply to customers of other airlines. There are situations where a WP travelling QF in first is unable to bring in a guest whereas a non-QFF member travelling another airline is able to.



True although this comes with being booked in First rather than status (and not all of us care about the spa anyway!)

Opusman, I think you may have misunderstood the difference there:

1) QF WP

[TABLE="class: basic, width: 500"]
[TR="class: last"]
[TH]Platinum Frequent Flyer
[/TH]
[TD]Next onward flight must be on a Qantas^, Emirates^, Jetstar Airlines+ or oneworld flight number.#
One guest allowed and must be travelling with the member on the same flight.
[/TD]
[/TR]
[/TABLE]

Guest must be on the same flight and WP does not have to travel in F to enjoy this guesting privilege.

2) OW F pax

[h=3]oneworld lounge access for First Class or Business Class customers[/h]Indulge yourself before departure in a wider range of airport lounges when you fly First Class or Business Class with anyoneworld member airline.

• Customers flying First or Business Class have access to the equivalent class of lounge regardless of their frequent flyer status. First Class passengers may use a Business Class or frequent flyer lounge if a First Class lounge is not available.
• First Class passengers may invite one guest to join them in the lounge. The guest must also be travelling on a flight operated and marketed by a oneworld airline.

Guest does not have to be on the same flight, just as long as that flight is OW

So, yes there appears to be a marginal advantage to OW F pax as their guest could be on any other OW flight.

 

[opusman]

So, yes there appears to be a marginal advantage to OW F pax as their guest could be on any other OW flight.

So you mean I haven't misunderstood it then?