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

[bluesky300]

I would also like to see a follow up to this one.

As a WP1 with generally (although certainly not uniformly) good QF experiences, I try and encourage my young adult children onto QF or OW, but at this stage of their lives they will often be following a similar itinerary to the one posted, and things like that are enough to put them off for life and stick with SQ or the other obvious long haul choices.

 

[levelnine]

I would also push this as far as one can take it.

When it happens, it is infuriating because (a) it means you often miss out on a highly-wanted shower, (b) there is nothing you can do about it at the time (discussing the issue with lounge staff gets you no where) and (c) it is often embarrassing, especially with family/friends.

Qantas lounge staff need to know the rules for access.

 

[Kceips]

As there is a lot of interest I will follow up with Qantas once more in writing. If I get anywhere I will report back. At this stage I really just want them to admit they got it wrong and assure me that they will educate their staff so that others aren’t put in this situation.

 

[Flying mermaid]

My daughter got an initial no a few years ago, but then they allowed her in..... she was flying BA in J (paid not award) and then y from Sydney to Canberra. She was only 19 at the time and I had given her pages of instructions on what lounges she could enter etc. The conversation went something like this.

“Um - I have been told I can come into the Business lounge because I have just flown Business from London”

Examines boarding pass

“No dear - that’s only for people flying Qantas from London”.

“oh but it was what I was told”

“Well dear, since you were told that I am going to make a special exemption and let you in”

“Oh - thanks very much”

 

[SpudOz]

Many years ago when the Emirates partnership was in its infancy, my husband was denied access to QF Int business lounge. The lounge dragon was quite aggressive and my husband called me. I quoted the access policy to her but she was having none of it. Long story short I penned a letter of complaint and had 2 phone calls. One from lounge manager and one from the lounge dragon herself. She tried to weasel her way out by saying there was a misunderstanding. I replied no, there was no misunderstanding at all. You were wrong and you still cant admit it. Call them out every single time.

 

[albatross710]

Wouldn't it just be a case of one of the kids in IT writing a script while they ride their electric scooter to work.

It looks at Boarding passes, bookings and then spits out the policy for that ticket.

Is it F/J = Entry Yes
Is it a Plat, Gold, Emerald.. etc - Entry Yes
blah blah blah

No status, Discount Economy Entry No

Even better if they printed it pro-actively on the boarding pass.

Sadly, I think the lounge dragon will go the way of the bank teller.

 

[serfty]

Wouldn't it just be a case of one of the kids in IT writing a script while they ride their electric scooter to work.

BA had big issues with such at LHR. Staff relied on "the computer" which had not been set up for the "connecting flights" rule.

Many BA domestic flights were economy only - highest fare bucket was Y. Those on inbound J/F fares would often be denied with a "computer says no" attitude.

In the other direction there was generally little issue as the lounge agents at the "outposts" were aware of the rule.

 

[albatross710]

BA had big issues with such at LHR. Staff relied on "the computer" which had not been set up for the "connecting flights" rule.

Many BA domestic flights were economy only - highest fare bucket was Y. Those on inbound J/F fares would often be denied with a "computer says no" attitude.

That BA didn't do it properly is not surprising. Also doesn't mean that it cannot be done.

Just scope ALL the rules and tell people on their ticket and boarding passes so that it doesn't come down to lounge entry time.

Airlines cannot continue to sell a product and then 'maybe' give passengers what they are entitled.

 

[calmelb]

That BA didn't do it properly is not surprising. Also doesn't mean that it cannot be done.

Just scope ALL the rules and tell people on their ticket and boarding passes so that it doesn't come down to lounge entry time.

Airlines cannot continue to sell a product and then 'maybe' give passengers what they are entitled.

CX sort of do the same with giving the Lounge access BP so that you can easily see whether you are eligible, if only the could do the same in this sort of situation. Would prevent issues

 

[Mattg]

For what it's worth, I had no problems accessing the QF domestic J lounge in Sydney a couple of weeks ago when connecting from SCL-SYD in J to a SYD-CBR flight in Y on the same ticket. The lounge staff seemed to be aware of the rule.

 

[Flying mermaid]

For what it's worth, I had no problems accessing the QF domestic J lounge in Sydney a couple of weeks ago when connecting from SCL-SYD in J to a SYD-CBR flight in Y on the same ticket. The lounge staff seemed to be aware of the rule.

They don’t seem to have a problem if you arrive in Qantas J, some seem to have a problem understanding it applies to One world J as well.

 

[Isochronous]

Sadly the only fail-safe is to print out the relevant page from the QF website and wave it in their face.

 

[serfty]

Sadly the only fail-safe is to print out the relevant page from the QF website and wave it in their face.

There isn't one on the QF web site in this case. No mention of access to a Qantas lounge flying oneworld Business (or First) at all.

Qantas Lounge Access Eligibility | Qantas

Find out more on Qantas Lounge access eligibility whether your traveling in First, Business; are a Qantas Frequent Flyer, Qantas Club or oneworld member.

www.qantas.com

 

[serfty]

It really should be strait forward - a simple card with the following at the lounge entry desk would suffice:
e.g.

---

For access to a Qantas Domestic Business Lounge just one of the following needs to be true in relation to the PAX:

1. oneworld Emerald traveling on a oneworld Marketed and operated flight.
2. Qantas Platinum or Platinum 1 travelling on a Jetstar Flight,
3. Business Class passenger traveling on a oneworld Marketed and Operated Flight.
4. Passengers in First/Business Class on a flight longer than five hours connecting to/from an international short haul or domestic oneworld Marketed and Operated flight.
5. Skywards Platinum travelling on a Qantas aircraft marketed with a QF/EK flight number.

 

[Kceips]

Sadly the only fail-safe is to print out the relevant page from the QF website and wave it in their face.

Sadly even if you have this information sometimes they refuse to consider it as was the situation faced by my daughter! They had their list of Qantas rules and said her Oneworld information did not apply.

 

[muppet]

Sadly the only fail-safe is to print out the relevant page from the QF website and wave it in their face.

Haha yeah they love evidence they’re wrong!

The best bet is to innocently plead for their all-mighty discretion on “this one occasion”.

Bringing up the rules on my iphone has led to outright refusals every time - but pleading ignorance and begging for mercy has a pretty good strike rate (even for things against the rules like 4 F lounge guests).

The rules are unnecessarily complex, and front line staff are becoming more and more wilfully unhelpful (i.e. they actually enjoy providing poor customer service) and are more and more .... useless (couldn’t think of a polite way to say it).

 

[Daver6]

So having read this thread I though it really shouldn't be this complicated or hard. I figured surely in a public forum like social media QF would get it right. This is how its gone so far and I'm pretty dismayed. Even after linking and pointing out the rules they won't accept OW rules apply. I suspect they will shortly just stop responding to me on this subject. Would encourage others to take it up. QF should be embarrassed by this IMHO.

Click on the tweet to see the full conversation with the replies.

https://twitter.com/x/status/1159048827719938048

 

[Flying mermaid]

So having read this thread I though it really shouldn't be this complicated or hard. I figured surely in a public forum like social media QF would get it right. This is how its gone so far and I'm pretty dismayed. Even after linking and pointing out the rules they won't accept OW rules apply. I suspect they will shortly just stop responding to me on this subject. Would encourage others to take it up. QF should be embarrassed by this IMHO.

Click on the tweet to see the full conversation with the replies.

https://twitter.com/x/status/1159048827719938048

It’s the blind leading the blind isn’t it. The social media people have no idea, whoever they referred to has no idea.

 

[Flying mermaid]

It really should be strait forward - a simple card with the following at the lounge entry desk would suffice:
e.g.

---

For access to a Qantas Domestic Business Lounge just one of the following needs to be true in relation to the PAX:

1. oneworld Emerald traveling on a oneworld Marketed and operated flight.
2. Qantas Platinum or Platinum 1 travelling on a Jetstar Flight,
3. Business Class passenger traveling on a oneworld Marketed and Operated Flight.
4. Passengers in First/Business Class on a flight longer than five hours connecting to/from an international short haul or domestic oneworld Marketed and Operated flight.

So it has to be one world operated - I was wondering about that as a friend is travelling to Fiji with us - she is economy to Sydney and then J Qantas codeshare to Fiji. she checked with Qantas and they said she had no lounge access in Canberra, so that sounds right because it isn’t a one world operated flight. Not a problem as we can guest them into the lounge in Canberra.

 

[Daver6]

It’s the blind leading the blind isn’t it. The social media people have no idea, whoever they referred to has no idea.

Totally! But its one thing getting it wrong to an individual. But getting it wrong so publicly is shameful.