Qatar Award Ticket - Denied Lounge Access

[Hunter4vr]

My father in law is currently flying out of Warsaw on an Avios ticket and was told that he does not get lounge access in Warsaw, only in Doha as it is an award ticket. I told him to escalate this as it's the first time I'm hearing of this. The QR station manager gave a spiel on how this is a U class ticket and since it was bought by someone else he does not get lounge access.

Has anyone come across this before? The only other bit I can find on this is through Loyalty Lobby who have received a reply from QR admitting their mistake.

 

[kelvedon]

Award tickets are eligible for lounge access.

 

[dairyfloss]

Not dealt with this before, but I did find this table, in which the 'P' class in business is not eligible for Lounge Access, unless with additional payment. Could that be the corresponding/equivalent fare class? There is no 'U' class that I can see with QR (on any of those tabs).

Site here: https://www.qatarairways.com/tradeportal/en/NewFareFamilies.html :


Cheers,
Matt.

 

[Guvner]

The Station Manager is wrong.

 

[kelvedon]

The Station Manager is wrong.

Yup, I think he’s confusing a business lite ticket with a business award ticket

 

[kelvedon]

There appears to be three lounges for Qatar at Warsaw. Two in the Schengen area and one in non Schengen.
Could he try another lounge

https://www.qatarairways.com/en/lounges/worldwide.html?CID=DMALL640800&a_cid=318cd377&data1=78888&awc=16325_1697003324_adfabe2bca3c76caee10d03ccc91c7bb

edit he’s flying Qatar so it must be in nonshengen area…only one lounge

 

[Hunter4vr]

Not dealt with this before, but I did find this table, in which the 'P' class in business is not eligible for Lounge Access, unless with additional payment. Could that be the corresponding/equivalent fare class? There is no 'U' class that I can see with QR (on any of those tabs).

Site here: https://www.qatarairways.com/tradeportal/en/NewFareFamilies.html :

View attachment 349408
Cheers,
Matt.

Yeah the award fare classes are not on any tables such as this, hence it was difficult trying to prove the station manager wrong.

 

[Hunter4vr]

There appears to be three lounges for Qatar at Warsaw. Two in the Schengen area and one in non Schengen.
Could he try another lounge

https://www.qatarairways.com/en/lounges/worldwide.html?CID=DMALL640800&a_cid=318cd377&data1=78888&awc=16325_1697003324_adfabe2bca3c76caee10d03ccc91c7bb

edit he’s flying Qatar so it must be in nonshengen area…only one lounge

Yeah the Bolero lounge isn't great, it's also a PP lounge so he was definitely not missing out on much but still... I will send an email to QR and see what they get back with.

 

[Mon]

Yeah the Bolero lounge isn't great, it's also a PP lounge so he was definitely not missing out on much but still... I will send an email to QR and see what they get back with.

Would love to hear how it went after you sent the email.

 

[Hunter4vr]

Initial response was that “upgraded tickets with Avios do not have lounge access”, clearly the person did not understand the email. I clarified that it was a ticket purchased with Avios, no upgrades occurred and asked whether Qatar has changed their policy on lounge access for award tickets.

Received a follow up response saying that they’ve checked with the Privilege Club team and yes there should have been lounge access offered in Warsaw, that they apologise for the inconvenience and that this information has been relayed to the station manager for it not to occur in the future.

Would love to hear how it went after you sent the email.

 

[Mon]

Initial response was that “upgraded tickets with Avios do not have lounge access”, clearly the person did not understand the email. I clarified that it was a ticket purchased with Avios, no upgrades occurred and asked whether Qatar has changed their policy on lounge access for award tickets.

Received a follow up response saying that they’ve checked with the Privilege Club team and yes there should have been lounge access offered in Warsaw, that they apologise for the inconvenience and that this information has been relayed to the station manager for it not to occur in the future.

Thanks for sharing the update. Glad to hear they owned the incorrect info and that the relevant staff member was … enlightened. Would have also been a nice gesture if they offered a little more than a “Sorry; we’ll set them straight” though!

Anyway, this post will definitely help many others out there, so thanks again for sharing.