QF Lounge access flying into PER on CX J; out on QF Dom Y [Denied despite oneworld rules]

[calmelb]

While I don't believe it's necessary in this case*, if you have a look at the Qantas facebook visitor posts no matter what the complaint, the first response always seems to be 'please send us your booking details'. Seems to be a standard response, maybe auto generated?

*the rules for entry can be established without need to refer to the booking details. The pax arrived in long haul J and was connecting to short haul Y. If a further investigation was required after that. booking details might be necessary.

To play devils advocate, maybe they ask for the details to ensure that it wasn’t an OP up/ staff travel, etc that even though in J would be ineligible for lounge access

 

[Pleb Status]

Although I have had a few 'altercations' over the years at various OW lounges throughout the world (for example, pre EK alliance at the BA T3 F lounge, the lounge dragon stated that 'a QF WP may not be a OWE!') , I have always prevailed without too much fuss.

In the defence of the lounge staff (and I do not particularly want to), in 95% of the arguments the pax is trying to swindle their way in...

 

[Austman]

I have always prevailed without too much fuss.

I'd have to disagree with that based on my experience at several lounges. The alliance access rules seem to be particularly shaky. And no bit of paper printout or a website address has helped me if the lounge staff have said "no".

 

[Kceips]

Probably wise, although unfortunate.

I've been in similar situations several times. And even having a copy of the published access rules has not helped. The lounge staff have even admitted that the online alliance or agreement published access rules have stated that access is allowed.

But they stick to another set of "internal" rules that they say are specific for them.

Pressing them further just gets ugly.

That’s exactly why I suggested she walk away, buy a coffee and fortunately was only an hour til her next flight. Not worth pushing when staff get nasty. ... she can certainly vote with her feet and try other airlines in the future.

 

[Kceips]

Well this is the reply from Qantas - digging in heels that they are right....

"Thanks for the further information, S... Went entering our lounges your next onward flight must be eligible. As O... was travelling in Economy class from Perth she then isn't eligible to enter the lounge. If she was travelling in Business class with our of our Oneworld partners out of Perth she would have then been eligible. See here for more information: Qantas Lounge Access Eligibility | Qantas. GD"

 

[Austman]

See here for more information: Qantas Lounge Access Eligibility | Qantas. GD

Which unfortunately doesn't mention the oneworld rule:

Airport Lounges: oneworld Lounges & Airport Lounge Access

Enjoy airport lounge access at nearly 700 airport lounges worldwide through your oneworld Priority tier. Exceptions may apply.

www.oneworld.com

Connecting between oneworld marketed and operated flights:

• First and Business Class customers connecting on the same day of travel, or before 6am the following day, can access the lounge when travelling between an international long haul (a oneworld international long haul flight is defined as an international flight marketed and operated by any oneworld carrier with a scheduled flight time longer than 5 hours) and an international short haul or domestic flight (and vice-versa).
• Lounge access will be determined on the international long haul ticketed flight (either First of Business Class) regardless of the ticketed class of travel on the international short haul or domestic flight.
• You must be prepared to show your boarding pass or itinerary showing travel in First or Business class on the international long haul flight, in order to access the lounge before your international short haul or domestic flight.

Ask them why the oneworld rule didn't apply?

 

[Kceips]

Ask them why the oneworld rule didn't apply?
[/QUOTE]


Yes... I will ask them (and try and educate them ?!?!)....

 

[serfty]

Yes... I will ask them (and try and educate them ?!?!)....

If it were me, I'd be looking for it to be taken to the ACA for compensation if she does nor get any joy. Qantas just can't flout the oneworld agreements.

Aside from that, it needs to be educational for Qantas lounge staff.

 

[esseeeayeenn]

Probably wise, although unfortunate.

I've been in similar situations several times. And even having a copy of the published access rules has not helped. The lounge staff have even admitted that the online alliance or agreement published access rules have stated that access is allowed.

But they stick to another set of "internal" rules that they say are specific for them.

Pressing them further just gets ugly.

Absolutely.
If you press the point they do not distinguish between upset and angry/difficult.
They are likely to call security and try to turn the whole thing into a behavioural problem caused by the PAX.
Always walk away and follow up in writing.

 

[Kceips]

And the latest info after I queried why one world connecting flight rules weren’t applied in this situation.

“Feedback is noted, I will ensure your this is passed on to our team but if you do have any further feedback you'd like to pass on, please don't hesitate to get in touch with our Customer Care team by filling out our Customer Care feedback form located on our website here: Customer care feedback form | Qantas AU. Chad”

It seems to be very hard for them to say,
“Sorry, we got it wrong and we will educate our staff and offer you xx_x frequent flyer points for our error”

Interestingly earlier in the trip she flew first class London - HKG in Ba and had a 5 hour connection in Hkg prior to her CX J HKG-PER. When she presented herself to the cx business lounge they directed her to the first class lounge because she had just come off a connecting flight in First..... Cathay staff knew the one world rules and made it such a positive experience.

 

[Austman]

“Feedback is noted, I will ensure your this is passed on to our team but if you do have any further feedback you'd like to pass on, please don't hesitate to get in touch with our Customer Care team by filling out our Customer Care feedback form located on our website here: Customer care feedback form | Qantas AU. Chad”

That's a cop-out, formula type of response. Unless you take if further I doubt anything will be done. Which is unfortunate.

Maybe ask for a complaint or a case number? Because your question was not actually answered?

 

[muppet]

Sadly this is the Qantas way of doing business.

A few years ago my ex was travelling on a seperate QF Y ticket to connect to our international J ticket. I knew the Qantas rules (not oneworld btw) that allowed access when connecting to J International so I told him he had J Lounge access in SYD ... well come day of travel of course not only did they deny him access but they un-checked him into the international flight because it wasn’t linked.

I was furious (because I was smitten at the time and it was embarrassing for me) and called the platinum call centre. They managed to negotiate access but only to the SYD QP - my ex was greeted with “oh you’re the one demanding access?” ...by the end of it QF had coughed up 10,000 points and an on board $50 duty free voucher (they had it back then haha)

So my advice, once she is home, chase them for something. There is a pattern in these reports, it isn’t agents making mistakes, it is wilful incompetence by Qantas when they are denying something worth a marginal cost of a few bucks.

EDIT: sorry to hijack with my own rant

 

[madrooster]

The QF SIN lounge is also not aware of this rule. The BA SIN lounge is aware of it however. Both are from a recent experience in May 2019.

 

[MEL_Traveller]

And the latest info after I queried why one world connecting flight rules weren’t applied in this situation.

“Feedback is noted, I will ensure your this is passed on to our team but if you do have any further feedback you'd like to pass on, please don't hesitate to get in touch with our Customer Care team by filling out our Customer Care feedback form located on our website here: Customer care feedback form | Qantas AU. Chad”

It seems to be very hard for them to say,
“Sorry, we got it wrong and we will educate our staff and offer you xx_x frequent flyer points for our error”

Interestingly earlier in the trip she flew first class London - HKG in Ba and had a 5 hour connection in Hkg prior to her CX J HKG-PER. When she presented herself to the cx business lounge they directed her to the first class lounge because she had just come off a connecting flight in First..... Cathay staff knew the one world rules and made it such a positive experience.

Thanks for following this up. Hopefulyl if one of our families is in the same situation the message might now get through.

Maybe an email to customer service requesting 7000 points compensation?

 

[Happy Trails]

Interestingly earlier in the trip she flew first class London - HKG in Ba and had a 5 hour connection in Hkg prior to her CX J HKG-PER. When she presented herself to the cx business lounge they directed her to the first class lounge because she had just come off a connecting flight in First..... Cathay staff knew the one world rules and made it such a positive experience.

I thought that was a CX in-house benefit, rather than oneworld, as HKG-PER is longer than 5 hours.
Interesting that they applied to an incoming BA flight.

 

[MEL_Traveller]

I thought that was a CX in-house benefit, rather than oneworld, as HKG-PER is longer than 5 hours.
Interesting that they applied to an incoming BA flight.

Yes. This would appear to be outside the rules. CX is very good at CX->CX connections, usually honouring the highest class of service on the day (but not always).

 

[oz_mark]

While I don't believe it's necessary in this case*, if you have a look at the Qantas facebook visitor posts no matter what the complaint, the first response always seems to be 'please send us your booking details'. Seems to be a standard response, maybe auto generated?

*the rules for entry can be established without need to refer to the booking details. The pax arrived in long haul J and was connecting to short haul Y. If a further investigation was required after that. booking details might be necessary.

It can get into interpretation. A pax arriving into PER at 6 am on CX will have departed Hong Kong the previous day. If they simply consider that to be 'same day of travel' then one can see how it happens.

 

[MEL_Traveller]

It can get into interpretation. A pax arriving into PER at 6 am on CX will have departed Hong Kong the previous day. If they simply consider that to be 'same day of travel' then one can see how it happens.

I hadn't thought of that! But no, the accepted meaning includes the day of the arriving flight on which you are making the connection.

 

[Kceips]

I hadn't thought of that! But no, the accepted meaning includes the day of the arriving flight on which you are making the connection.

The real issue was she was refused because her onward flight was in economy and they told her that previous travel (even though on the same ticket and in one world) was irrelevant.
At the end of the day it’s just an hour of her time she had to rearrange...... my point of posting was to highlight that lounge staff can be ignorant! And my correspondence to qantas is about letting them know they need to educate their staff ..... at this time it seems they aren’t going to do this.

 

[serfty]

..... at this time it seems they aren’t going to do this ...

I would get her to take it as far as possible, requesting compensation.

Here is a good place to start:

Industry Ombudsmen & Dispute Resolution

Here you can discuss how you have used the Airline Customer Advocate or another Industry Ombudsmen to resolve issues you have had with companies providing services.

www.australianfrequentflyer.com.au

Nothing ventured, nothing gained!