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

[Isochronous]

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.

But Fiji Airways is now a oneworld connect airline, so a case could be made that it is, in fact, oneworld operated...?

The QF social media team are a joke - whoever at HQ thinks it's a good idea to pay some junior woodchuck to copy-paste the same reply on FB and Twitter to every query with "Hello Mr X, please give our Customer Care Team a call on 131211 and they will assist you" is a joke.

 

[Danger]

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 no access for EK elites?

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

So, just to be clear, they referred you to the oneworld rules, but selectively chose to disregard part of it?

 

[muppet]

But Fiji Airways is now a oneworld connect airline, so a case could be made that it is, in fact, oneworld operated...?

But I think the exclusion would also be based on the Fiji flight not being long haul per Oneworld definitions (greater than 5 hours).

Also a QF to QF connection may allow QF to make up its own rules a la AA.

But if it was QF to Oneworld like in the OP it’s a different beast.

 

[Flying mermaid]

But Fiji Airways is now a oneworld connect airline, so a case could be made that it is, in fact, oneworld operated...?

There are different rules for one world connect and lounge access. E..g I don’t believe you can enter the F lounge in Sydney as a WP, if you don’t book the Qantas codeshare on Fijian. Although I might be wrong - I am worse than Qantas when it comes to all these rules (although I am not paid to know them).

 

[Daver6]

So, just to be clear, they referred you to the oneworld rules, but selectively chose to disregard part of it?

Yes! Well even worse. First they point to their website. Then to oneworld rules and then back to their website. Does not reflect well on the company.

 

[Danger]

Yes! Well even worse. First they point to their website. Then to oneworld rules and then back to their website. Does not reflect well on the company.

Incredible. What hope have we got?

 

[Daver6]

Incredible. What hope have we got?

Currently none. The only way this will change is if this thread or tweet gain traction (ie retweeted or this story is picked up by the AFF newsletter/AusBT etc) and someone with enough clout at QF sees it and realises and decided its a poor look and customer experience. Therefore decides to educates those who need to know.

Hmmm...so future hope is about the same as current hope I'd say.

 

[11sjw]

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

Tossed a reply in your thread.

 

[serfty]

So no access for EK elites?

Yes, access for EK WP; Post edited.

Skywards Platinum travelling on a Qantas aircraft marketed with a QF/EK flight number

 

[exceladdict]

IME lately frontline customer service are not empowered to admit mistakes, or even rules. When you ask a simple question, they just point you to the rules (regardless of the fact the reason you're asking is because the rules make no sense, link back on themselves, omit information, etc).

Frontline support is not allowed to interpret or reword the rules lest they open liability.

It's only when you complain loudly - direct to feedback, requesting a response (not social media channels) that I feel like I've even had someone read my question.

Meanwhile, some carriers (AS) do social media very well with empowered humans who interpret the rules and answer your questions.

 

[Daver6]

So the exact opposite of the Conrad hotels. There, the staff are empowered to do whatever they think is the right thing to make a customer experience right. There is nothing they can do that will get them in trouble in rectifying a poor customer experience. How brilliant is that!

As for this specific issue, how do we sort this out? Front line staff don't care in the lounges. Social media team are happy to get it wrong in public. In all seriousness, how does one alert someone high up enough that this issue exists?

 

[exceladdict]

So the exact opposite of the Conrad hotels. There, the staff are empowered to do whatever they think is the right thing to make a customer experience right. There is nothing they can do that will get them in trouble in rectifying a poor customer experience. How brilliant is that!

As for this specific issue, how do we sort this out? Front line staff don't care in the lounges. Social media team are happy to get it wrong in public. In all seriousness, how does one alert someone high up enough that this issue exists?

To be honest, across the organisations i've worked with, it's a cultural thing. Conrad is a great example of a customer-centrism being baked into culture. There may be an element of cost controls here too - if Qantas pay Accor per pax admitted for example, and the dragons are responsible - possibly even rewarded on a performance basis for admissions - to keep the numbers low, then they might feel they're doing the 'right thing by the company' by disappointing the customer.

(Although in OP's case I imagine CX would ultimately be billed for the entry being the J flight operator).

 

[Isochronous]

So the exact opposite of the Conrad hotels. There, the staff are empowered to do whatever they think is the right thing to make a customer experience right. There is nothing they can do that will get them in trouble in rectifying a poor customer experience. How brilliant is that!

As for this specific issue, how do we sort this out? Front line staff don't care in the lounges. Social media team are happy to get it wrong in public. In all seriousness, how does one alert someone high up enough that this issue exists?

Post to Coward St addressed to Alan Joyce seems to do the trick.

 

[epsc]

Where is Red Roo'scontribution on these pages? Nothing to say, huh? Ditch Qantas ASAP. I did, after shabby - and unnecessary - treatment (having been WP and P1 for many years). Haven't looked back.

 

[jyavenard]

I'm a bit confused with that story that popped up on the front page. Is it up to a human to decide if you have access to the lounge or not?

I'm gold on Star Alliance (Singapore KrisFlyer). When I show up at a lounge, I typically hand over my boarding pass, they scan it, it shows green and that's the end of it. It's not up to human to understand (or here misunderstand) the rules.

Qantas doesn't have computers?

 

[Austman]

Qantas doesn't have computers?

They always scan the BP at the international lounges. They don't tend to scan the BP at the domestic lounges. The OP's issue was at a domestic lounge.

 

[franjelley]

i felt her pain. Qantas rudeness is precisely why i refuse to fly with them. One bad incident was enough for me

 

[mannej]

Where is Red Roo'scontribution on these pages? Nothing to say, huh? Ditch Qantas ASAP. I did, after shabby - and unnecessary - treatment (having been WP and P1 for many years). Haven't looked back.

Red Roo is no longer an active contributor on here and hasn’t been for a while.

 

[epsc]

Red Roo is no longer an active contributor on here and hasn’t been for a while.

Why am I not surprised? Qantas will only listen if they feel the pain. Walk, people.

 

[JB expat]

Should a complaint be made to/copied to One World as well? Q is a member and they are violating the membership rules which has a negative impact on fliers perception of the value of sticking to a one world alliance for travel plans.