Qantas First Lounge Access Rules [Guesting]

[kevrosmith]

You may also like to include details of our conversation as reference.

Slightly OT, though picking up this point from Red Roo: I have actually wondered how would I reference information provided by Red Roo here in other contact channels I use with Qantas, be it through reservations, the Premium desk or P1 SST etc. I can't quite imagine another staff member believing me if I were to say "yeah, well Red Roo on the Australian Frequent Flyer forum said such and such...". I don't know his/her/their name(s), department, reference or anything at all which I could help to establish legitimacy in the reference or information. Perchance I may happen to get a staff member who may be vaguely aware of AFF, but really, that is pretty unlikely, and this doesn't necessarily mean they'll believe me if I said there is actually a Qantas staff member actively involved on the forum.

Another example is from the Booking ASAs thread, where it is constantly reported the surprise Qantas staff express when we knowledgeably reference the ROQ instruction guide. It doesn't sound quite right to say, "Red Roo gave us the information...".

Red Roo, are you/your department well-known within the Qantas organisation? Is there something we are able to indicate in our conversations with other Qantas staff members, should the need arise, which would establish legitimacy of the information we are referencing?

 

[opusman]

"yeah, well Red Roo on the Australian Frequent Flyer forum said such and such..."

Maybe say "Social Media Representative" rather than "Red Roo"?

 

[RooFlyer]

I've often wondered what would happen in this situation if you then happened to say to your children, "well, sorry Johnny and Mary, this person won't let you in, so you're gonna have to sit at the door here while your parents go in and enjoy the lounge", and then just walk off and leave the children there. (Would this be classed as abandonment? )

As long as you carried with you a copy of "Kevrosmith's Lounge Access Rules for QFlounges" which of course would specify that said children then became the explicit responsibility of QFlounge staff, then I think you should be fine. But remember that one day you might be in the situation of the OP, where the guesting rights are in the control of the children

 

[HBA747]

Well as promised, an update on my communications with Customer Care.

I received an email today offering a sincere apology for both myself and my parents which is very much appreciated. I also mentioned in my initial message to customer care that some F lounge passes are in order for those affected. Customer Care delivered in the form of 4 x F lounge passes (very much appreciated). A small lump sum of points was also deposited into my FF account for the inconvenience.

But the main portion of the email was outlining that the F Lounge Manager had been informed and the matter was followed up with the individual involved. This is the most important portion of the email for me, as my main aim of stating this thread was to ensure this wouldn't happen to anyone else in the future (and also to ensure that the staff member would update his knowledge of the access rules).

Thank you Qantas and RedRoo for the quick response and resolution of this issue.

 

[Hvr]

Thanks for letting us know the outcome. Always good to hear of a positive outcome and that the appropriate remedy has been put in place to prevent a recurrence.

 

[love_the_life]

I'm glad that QF acknowledged their error - the compensation is nice but as you say the important thing is that the person concerned has learned a lesson about access rights (and hopefully customer service!).
Thanks for letting us know. Really appreciate the time taken to respond.

 

[Princess Fiona]

Interesting, as thats not what I was told at my last F Lounge visit. I am QF Platinum, and was traveling on MH as a OWE. I was told that that if i was flying on QF, I could bring my wife and two young (<4) kids in, but as I was traveling on a OW partner, technically I was only allowed one guest, and that the kids would count as a guest. As the F lounge wasn't busy the staff member let me in anyway that time.

That's appalling and wrong AFAIK.
There is no (and never has been) any stipulation on the QF website that the family policy introduced formally ~ April '12 was restricted to families flying on QF code/metal.
The staff member concerned should be put on Red Roo's list for education and training IMHO
I would submit an email to Customer Care

 

[Kieran2274]

That's appalling and wrong AFAIK.
There is no (and never has been) any stipulation on the QF website that the family policy introduced formally ~ April '12 was restricted to families flying on QF code/metal.
The staff member concerned should be put on Red Roo's list for education and training IMHO
I would submit an email to Customer Care

I think it's really nice that Qantas do have this family policy - I hadn't heard of it before, and as was joked in this thread earlier, it's a bit cruel to have half your family pressed against the frosted glass watching the other half get pampered (surely no-one would do this right? Lol).

 

[SeatBackForward]

That's appalling and wrong AFAIK.
There is no (and never has been) any stipulation on the QF website that the family policy introduced formally ~ April '12 was restricted to families flying on QF code/metal.
The staff member concerned should be put on Red Roo's list for education and training IMHO
I would submit an email to Customer Care

Actually I think that the family aspect *is* a QF policy. OW do only allow one guest I believe.

 

[legroom]

Actually I think that the family aspect *is* a QF policy. OW do only allow one guest I believe.

I am not sure if I had understood you correctly.

You were flying MH as a OWE i.e. QFF WP and then were told QF Family rules did not apply ?

If that was the case, then the lounge agent is not correct as you are flying OW as a WP.

"... Note: Lounge access eligibility is based on the class of travel, Qantas club membership or the Frequent Flyer Membership tier for your next onward flight..." [my emphasis]

As PF mentioned, there is no requirement for QF code or metal.

[h=3]Child Access Guide[/h][TABLE="class: basic, width: 760"]
[TR]
[TH] [/TH]
[TH]Child Age[/TH]
[TH]Number of Children[/TH]
[/TR]
[TR]
[TD]Qantas owned and operated lounge [/TD]
[TD]4 to 17 years[/TD]
[TD]2[/TD]
[/TR]
[TR="class: alt"]
[TD="bgcolor: #F9F9F9"]American Airlines owned lounge[/TD]
[TD="bgcolor: #F9F9F9"]Under 18 years[/TD]
[TD="bgcolor: #F9F9F9"]1 (within North America)
2 (outside of North America)[/TD]
[/TR]
[TR]
[TD]British Airways owned lounge[/TD]
[TD]Under 2 years[/TD]
[TD]1 (over 2 years will be counted as the member's guest)[/TD]
[/TR]
[TR="class: alt"]
[TD="bgcolor: #F9F9F9"]oneworld lounge[/TD]
[TD="bgcolor: #F9F9F9"]Under 2 years**[/TD]
[TD="bgcolor: #F9F9F9"]1 (over 2 years will be counted as the member's guest)[/TD]
[/TR]
[TR]
[TD]Emirates lounge[/TD]
[TD]0 to 17 years[/TD]
[TD]2 (Platinum members and above only)[/TD]
[/TR]
[TR="class: alt last"]
[TD="bgcolor: #F9F9F9"]Associated Lounge [/TD]
[TD="bgcolor: #F9F9F9"]varies*[/TD]
[TD="bgcolor: #F9F9F9"]varies*[/TD]
[/TR]
[/TABLE]

 

[amaroo]

Actually I think that the family aspect *is* a QF policy. OW do only allow one guest I believe.

Have taken the family (4) in the SYD Flounge as a QF WP flying J with CX and BA on a couple of dozen occasions.....never had an issue getting access.

 

[Kieran2274]

Child Access Guide

[TABLE="class: basic, width: 760"]
[TR]
[TH][/TH]
[TH]Child Age[/TH]
[TH]Number of Children[/TH]
[/TR]
[TR]
[TD]Qantas owned and operated lounge[/TD]
[TD]4 to 17 years[/TD]
[TD]2[/TD]
[/TR]
[TR="class: alt"]
[TD="bgcolor: #F9F9F9"]American Airlines owned lounge[/TD]
[TD="bgcolor: #F9F9F9"]Under 18 years[/TD]
[TD="bgcolor: #F9F9F9"]1 (within North America)
2 (outside of North America)[/TD]
[/TR]
[TR]
[TD]British Airways owned lounge[/TD]
[TD]Under 2 years[/TD]
[TD]1 (over 2 years will be counted as the member's guest)[/TD]
[/TR]
[TR="class: alt"]
[TD="bgcolor: #F9F9F9"]oneworld lounge[/TD]
[TD="bgcolor: #F9F9F9"]Under 2 years**[/TD]
[TD="bgcolor: #F9F9F9"]1 (over 2 years will be counted as the member's guest)[/TD]
[/TR]
[TR]
[TD]Emirates lounge[/TD]
[TD]0 to 17 years[/TD]
[TD]2 (Platinum members and above only)[/TD]
[/TR]
[TR="class: alt last"]
[TD="bgcolor: #F9F9F9"]Associated Lounge[/TD]
[TD="bgcolor: #F9F9F9"]varies*[/TD]
[TD="bgcolor: #F9F9F9"]varies*[/TD]
[/TR]
[/TABLE]

Useful summary legroom​, thanks for putting up.

 

[SeatBackForward]

Have taken the family (4) in the SYD Flounge as a QF WP flying J with CX and BA on a couple of dozen occasions.....never had an issue getting access.

We were traveling in Y. Wonder if that was a subtle difference?

 

[legroom]

We were traveling in Y. Wonder if that was a subtle difference?

AFAIK the QF family rule I quoted earlier (post #90) does specifically state that your status by itself is sufficient.

In other words, Y should not matter.

It's either Cabin Status or FF status.