Qantas First Lounge Access Rules [Guesting]

[legroom]

So you mean I haven't misunderstood it then?

The misunderstanding is where I highlighted your post !

 

[serfty]

...

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

As has been mentioned in other threads, a oneworld carrier can do what it wants with regard to access rules for their own lounges and their own elites.

e.g. AAdvantage Platinum and Executive Platinum do not get access to Admirals Clubs or Flagship lounges on most domestic routes.

oneworld contracts seem to have a level of standardisation, hence the distinction for QF between the international lounge guest policy for those gaining lounge access with non QF oneworld COS¹ or Elite Status (must be traveling *O) and that for those employing QF COS or QF Elite status (must be traveling on same flight).


¹ COS: "Class or Service"

 

[opusman]

The misunderstanding is where I highlighted your post !

I'm a WP, flying QF F, and I cannot bring in someone who is travelling on say CX. Someone flying BA F can.

What are you saying I've misunderstood?

 

[legroom]

I'm a WP, flying QF F, and I cannot bring in someone who is travelling on say CX. Someone flying BA F can.

What are you saying I've misunderstood?

Your original (unsaid) statement is this "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"

Left alone in that context, without further qualifications, it is potentially confusing.

It could have been worded "... where a WP travelling QF in first is unable to bring in a guest unless they are travelling on the same flight whereas....." when no misunderstanding could have occurred.

 

[BVT]

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

No QF Code. I was connecting to QF J in SIN. I ma not sure if that had any bearing on the result. I did make sure that I gave the Angel, both boarding cards.

 

[amaroo]

We had trouble entering BNE Flounge in DEC.......like the OP quite within our rights to gain entry.

The agent I had to deal with was rude, wrong and condescending.......seems the disease is spreading!

 

[BVT]

We had trouble entering BNE Flounge in DEC.......like the OP quite within our rights to gain entry.

The agent I had to deal with was rude, wrong and condescending.......seems the disease is spreading!

I have used the "FLounge" in BNE INT quite a few times (6+) in the last few months and have never had rude etc Dragons; lazy yes, never rude. A few have actually been quite pro active and helpful.

 

[opusman]

Your original (unsaid) statement is this "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"

Left alone in that context, without further qualifications, it is potentially confusing.

Do you know what "There are situations" actually means?

Maybe you've misunderstood something, but I assure you I haven't.

 

[amaroo]

I have used the "FLounge" in BNE INT quite a few times (6+) in the last few months and have never had rude etc Dragons; lazy yes, never rude. A few have actually been quite pro active and helpful.

I got the I've been working here 21 years line.........21 years too long!

PITA is one thing.....but being wrong and having a right royal PITA attitude is beyond the pale.

 

[Kieran2274]

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

Thanks opusman for the clarification, and as for spa appointment pre-booking, it seems sensible to give priority to its own paid First customers - doesn't exclude the other pax in the lounge from picking up free slots on the day, and Qantas makes its best margins on these customers (even if it isn't as regular as the smaller margins from its Platinum/P1 pax).

 

[Kieran2274]

I'm a WP, flying QF F, and I cannot bring in someone who is travelling on say CX. Someone flying BA F can.

I follow the nub of your argument now. As serfty said, it's more a result of the generic rules of OneWorld lounge policy that Qantas has to follow than a slight to its own pax, but I agree it's slightly odd that it has a guest restriction (must be flying on same flight) on its own First pax - given that technically they are flying First on a OneWorld airline too.

I wouldn't think it'd be a common problem though - the people you really want to guest are your own family and typically they are on the same aircraft as you. And as this situation has shown, just because you should get access, doesn't always mean you do in these less often frequent lounge access situations.

 

[defurax]

I wouldn't think it'd be a common problem though - the people you really want to guest are your own family and typically they are on the same aircraft as you. And as this situation has shown, just because you should get access, doesn't always mean you do in these less often frequent travel situations.

It is very common for some. In my case, I often bring a guest in the Wing F lounge. A lot of OW flights leave before midnight. A colleague heads back to Europe on BA while I'm flying home on CX.

 

[Kieran2274]

It is very common for some. In my case, I often bring a guest in the Wing F lounge. A lot of OW flights leave before midnight. A colleague heads back to Europe on BA while I'm flying home on CX.

I don't disagree that it may be common situation for some pax, what I was getting at is that it isn't common for the lounge access staff (hence why this situation was badly handled - because it was not the typical party they are used to dealing with).

Most of the +1s they'd typically have would be same aircraft, followed by same airline/different flight, with different airline (to the 'entitled' pax) +1's being much less infrequent guests (for the lounge staff checking entry for the 'entitled' pax and their 'guest').

 

[HBA747]

Well, i've arrived in London, glad to have a quick and informative response from RedRoo. Much appreciated and well done Qantas. Unfortunately no secret PM as some were hoping for (including me). I will get in touch with Qantas through the link provided and will hope for more than the computer generated response from auto-email (pessimistic I know!).

Just to clear a few things up that people were querying:
1) The man at the initial glass doors checked the BPs and said go through. It was at the desk at the top of the escalators that issues began. I pointed out that at the glass doors we were told to go through, however the man at the desk wouldn't acknowledge that such allowance mattered and continued to talk over me whenever I tried to make a point.
2) For those who were concerned about the fact that my WP status was clouding the gentleman at the desk's judgement - in fact the BA BP only had my QF number on it, no markings of platinum or OWE. So it wasn't until after a few minutes arguing that I mentioned I was QF WP, do a lot of flying with QF and wasn't exactly happy with the treatment I was receiving. He was clear however (as was I), that I was not asking for any access based on status. I was only asking for access based on cabin travelled on a One World airline, according to the rules provided by Qantas on their webpage.
3) Agreed Kieran2274, the QF F Lounge is such a wonderful environment, 100 X better than J lounge, and hence I really wanted to share the experience with my whole family.
4) Next time I will have the printed version of the lounge rules. Didn't think a printed version would be any better than the live version on my iphone, right in front of the desk agent, but we live and learn.

 

[Kieran2274]

I do hope HBA747 that it was the first & last time you'll ever have such an experience, and as nothing can change the past (only apologies made for it), that you don't let it sour the rest of your trip. Logging the issue is worth it, and I think Qantas will want to do right by you. Be interested to hear your impressions of your flight/cabin over - I've got a F journey with BA coming up in a couple of months, and it's been a few years since I've flown BA.

 

[HBA747]

Currently sitting in the Concorde Lounge, nice and quiet with some great Champagne. Think the food offering has improved since the recent food "issues" that have been well publicised.
Was on BA16 up to Singapore and swapped onto BA12 for the LHR leg. BA16 on the 777W was a better cabin. More room for each of the seats compared to the 747 due to the nose shape.
Both flights were excellent, great crews and had a good sleep on the second leg. You will enjoy it i'm sure!

 

[Flying mermaid]

Currently sitting in the Concorde Lounge, nice and quiet with some great Champagne. Think the food offering has improved since the recent food "issues" that have been well publicised.
Was on BA16 up to Singapore and swapped onto BA12 for the LHR leg. BA16 on the 777W was a better cabin. More room for each of the seats compared to the 747 due to the nose shape.
Both flights were excellent, great crews and had a good sleep on the second leg. You will enjoy it i'm sure!

What was the food like on board? I am a huge fan of the crews in BA F and the food has always been fine, but we did BA F in 2012 JNB - LHR and LHR - JFK and the food was truly horrible. Hopefully it has improved?

 

[dk4]

HBA747 I am sure that you will keep us informed about the future service recovery provided to you by Qantas Care.

I hope it also includes a phone call and personal apology from the First Host who got it so horribly wrong on the day, both in terms of attitude and knowledge of the rules. (If he is forced to do this every time he makes a mistake in the future, I am sure that he will be less likely to make them again.)

 

[Sprucegoose]

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.

thankyou, response appreciated by all.

 

[Red Roo]

Well, i've arrived in London, glad to have a quick and informative response from RedRoo. Much appreciated and well done Qantas. Unfortunately no secret PM as some were hoping for (including me). I will get in touch with Qantas through the link provided and will hope for more than the computer generated response from auto-email (pessimistic I know!).

Just to clear a few things up that people were querying:
1) The man at the initial glass doors checked the BPs and said go through. It was at the desk at the top of the escalators that issues began. I pointed out that at the glass doors we were told to go through, however the man at the desk wouldn't acknowledge that such allowance mattered and continued to talk over me whenever I tried to make a point.
2) For those who were concerned about the fact that my WP status was clouding the gentleman at the desk's judgement - in fact the BA BP only had my QF number on it, no markings of platinum or OWE. So it wasn't until after a few minutes arguing that I mentioned I was QF WP, do a lot of flying with QF and wasn't exactly happy with the treatment I was receiving. He was clear however (as was I), that I was not asking for any access based on status. I was only asking for access based on cabin travelled on a One World airline, according to the rules provided by Qantas on their webpage.
3) Agreed Kieran2274, the QF F Lounge is such a wonderful environment, 100 X better than J lounge, and hence I really wanted to share the experience with my whole family.
4) Next time I will have the printed version of the lounge rules. Didn't think a printed version would be any better than the live version on my iphone, right in front of the desk agent, but we live and learn.

Glad to hear that you were able to enjoy the rest of your journey today, and thanks for the update; I'll be sure to add this to my earlier report to the Lounge Manager.

I note your skepticism about receiving a satisfactory response from our Customer Care team. By using the link provided you may receive an auto-response to acknowledge receipt of correspondence, however it would be extremely unusual for you not to get a formal reply. You may also like to include details of our conversation as reference.

Should you prefer, I'd be happy to follow up on your behalf if you can send me a private message with your details. However please note that Customer Care will contact you directly with the outcome.

While these situations are unfortunate, we appreciate the opportunity to address this matter internally and with you personally. Ideally, customers should not have to carry a copy of "lounge rules" (printed or otherwise), and we'll be doing all possible to ensure this experience remains a one off for you and others in this situation moving forward.