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

[bertair]

Some McKinsey type has probably done the math and worked out this perk costs the company $10k a year - in water, milk, coffee, cereal, toast, ham etc, or a similar really significant amount ( ).

This from a multi billion dollar company that relies on customer loyalty ? ROFL

 

[Kceips]

Ok - here is the latest reply from qantas. Clearly they did not read the complaint and have got so many facts wrong its just a joke. .....

"
Dear xx_x,

Thanks for making contact with us about your experience at Lounge at Perth airport on 3 Aug 2019.

We want your departure to be as smooth and comfortable as possible and understand your disappointment when you were refused entry to the lounge.

The Qantas Club program operates independently of the oneworld alliance and your membership benefits are separate from those offered through the Frequent Flyer program. As a Qantas Club member you need to book a Qantas flight number to access Qantas and Partner lounges when travelling in Economy on our partner airlines.

Thank you for your understanding. These guidelines are intended to create an environment that everyone can enjoy, and we look forward to welcoming you into our lounge soon.


Kind regards,

Andrew

Qantas Customer Care"


so what have they got wrong,

- she tried to gain entry to the domestic business lounge, (not the qantas club) under one world connecting flight rules
- she is not a qantas club member and her correspondence never claimed this!

 

[Daver6]

I'm pretty lost for words

 

[dajop]

Do they have bots providing customer care now? That’s what it sounds like to me.

 

[muppet]

Do they have bots providing customer care now? That’s what it sounds like to me.

Bots get a few aspects wrong when understanding a request... not every minute detail wrong... that takes human incompetence.

 

[MEL_Traveller]

- she is not a qantas club member and her correspondence never claimed this!

and if she was a member of the qantas club as they seem to think she is... she would have been entitled to access even if flying economy! (at least to the QF club).

 

[Danger]

Ok - here is the latest reply from qantas. Clearly they did not read the complaint and have got so many facts wrong its just a joke. .....

"
Dear xx_x,

Thanks for making contact with us about your experience at Lounge at Perth airport on 3 Aug 2019.

We want your departure to be as smooth and comfortable as possible and understand your disappointment when you were refused entry to the lounge.

The Qantas Club program operates independently of the oneworld alliance and your membership benefits are separate from those offered through the Frequent Flyer program. As a Qantas Club member you need to book a Qantas flight number to access Qantas and Partner lounges when travelling in Economy on our partner airlines.

Thank you for your understanding. These guidelines are intended to create an environment that everyone can enjoy, and we look forward to welcoming you into our lounge soon.


Kind regards,

Andrew

Qantas Customer Care"


so what have they got wrong,

- she tried to gain entry to the domestic business lounge, (not the qantas club) under one world connecting flight rules
- she is not a qantas club member and her correspondence never claimed this!

Keep going, Spieck. You must be beside yourself but this has just become too comical to let go. Maybe started a whole new enquiry (thereby creating a new internal reference) and see how that goes.

 

[Kceips]

Keep going, Spieck. You must be beside yourself but this has just become too comical to let go. Maybe started a whole new enquiry (thereby creating a new internal reference) and see how that goes.

I agree - their replies are so ridiculous now it is actually hilarious. All I ever really wanted was a simple apology and the hope that qantas will educate their staff - seems like that’s not going to happen.

 

[Danger]

I agree - their replies are so ridiculous now it is actually hilarious. All I ever really wanted was a simple apology and the hope that qantas will educate their staff - seems like that’s not going to happen.

Any update, Spieck?

 

[Kceips]

Any update, Spieck?

We had a couple more ridiculous email answers where they continued to deny any responsibility and basically said the Perth lounge had its own eligibility and didn’t refer to the one world rules that we were referring to.

My daughter didn’t want to complain to airline industry ombudsmen so we basically decided to give up at that point.

Nonetheless we have booked all our future flights (including some paid international J) with other airlines having been very loyal to Qantas for decades. From the Qantas point of view an apology and compensation of a few points would have kept us loyal. ... so yet another example of the recent decline in customer service from Qantas.

 

[Flying mermaid]

We had a couple more ridiculous email answers where they continued to deny any responsibility and basically said the Perth lounge had its own eligibility and didn’t refer to the one world rules that we were referring to.

My daughter didn’t want to complain to airline industry ombudsmen so we basically decided to give up at that point.

Nonetheless we have booked all our future flights (including some paid international J) with other airlines having been very loyal to Qantas for decades. From the Qantas point of view an apology and compensation of a few points would have kept us loyal. ... so yet another example of the recent decline in customer service from Qantas.

If our experience is anything to go by, you will enjoy other airlines and wonder why you didn’t make the change years ago. Mr FM and I are both LTG (all self funded), but avoid Qantas internationally now. We had our first trip with Qatar earlier in the year and just loved it!

 

[roddo12]

Off topic but if flying domestically in business for the first sector (redemption or upgrade) then economy for the second leg (e.g. per-syd-arm) would i be entitled to use the business lounge in Sydney?

 

[Isochronous]

Keep the correspondence going, just seeing the bizarre answers you get from Customer Care is worth its value in entertainment. Then bundle it up, and write a letter via snail mail to Alan Joyce exhibiting the correspondence chain and ask him why his employees are seemingly so dumb.

 

[Danger]

Off topic but if flying domestically in business for the first sector (redemption or upgrade) then economy for the second leg (e.g. per-syd-arm) would i be entitled to use the business lounge in Sydney?

Lounge access knowledge experts are standing by to help with your query in the on topic thread: Lounge Access Help Desk.

 

[astrosly]

Off topic but if flying domestically in business for the first sector (redemption or upgrade) then economy for the second leg (e.g. per-syd-arm) would i be entitled to use the business lounge in Sydney?

In general, no. However, it has been reported that arrival access is allowed for the overnight flights from PER to BNE/SYD/MEL but Qantas doesn't explicity mention it on their website.

 

[calmelb]

However, it has been reported that arrival access is allowed for the overnight flights from PER to BNE/SYD/MEL but Qantas doesn't explicity mention it on their website

To be fair the website doesn't list the WP/P1 arrivals benefit either anymore. Its a worse change in my opinion

 

[bertair]

In general, no. However, it has been reported that arrival access is allowed for the overnight flights from PER to BNE/SYD/MEL but Qantas doesn't explicity mention it on their website.

I was concerned that arriving on QF 568 in Business into SYD, from PER with a an ongoing flight on Qantas Link I maybe denied entry, but there was no problem and the important thing is to retain your boarding pass after leaving PER to present to the SYD lounge. So I can confirm that last week I was admitted to the lounge on arrival along with a few other fellow QF 568 fliers.
However, I was disappointed in a), the crowds in the lounge at that time of day and b) there was no bacon to have with my eggs, Qantas policy I was informed. ( Qantas averting offending a certain religious group ? ).

Seriously though, I think that the Business Lounges that QANTAS have where I have flown in Australia are a very basic lounges compared to the other lounges Qantas have such as QF Club, First and Chairmans' Lounge ( I was in there once as a guest of an MP, who automatically gains this privilege with their position as an MP).
And before retirement, a QF Club member.
Still I think that Qantas are doing the right thing allowing arrivals entry.
Maybe they could extend it to arrivals from all flights of 4 hours or more ? Domestic and International pax ??

 

[oz_mark]

To be fair the website doesn't list the WP/P1 arrivals benefit either anymore. Its a worse change in my opinion

Yes it does. It's in the tier benefits:

Platinum members can enjoy access to a world of lounge privileges when your next onward flight is on a Qantas39, Emirates39, Jetstar Airlines4, China Eastern or oneworld member airline operated and marketed flight29 regardless of class of travel.

Domestic lounge access before or after your flight

• Qantas Business Lounges in Sydney, Melbourne, Brisbane and Canberra offering a dedicated space, increased privacy and a range of business services.
• Qantas Clubs located around Australia offering a place to unwind before your next domestic flight.

Access Domestic Business Lounges or the Qantas Club upon arrival if you have travelled that day on any flight with a Qantas (QF), Jetstar Airline (JQ, 3K, BL or GK), Emirates (EK), China Eastern (MU)or a oneworld® member airline flight number on your ticket.

Status Credits - Membership Benefits | Qantas Frequent Flyer

Find out how to move up through membership tiers by earning Status Credits on eligible Qantas, Jetstar and oneworld member airline flights. See details here.

www.qantas.com

 

[calmelb]

Yes it does. It's in the tier benefits:

Status Credits - Membership Benefits | Qantas Frequent Flyer

Find out how to move up through membership tiers by earning Status Credits on eligible Qantas, Jetstar and oneworld member airline flights. See details here.

www.qantas.com

Ah I meant under the lounge access guides. Whereas before they said "Platinum/ Platinum One can access with a same day flight on ..."

 

[Vic]

b) there was no bacon to have with my eggs, Qantas policy I was informed. ( Qantas averting offending a certain religious group ? ).

a) they alternate with having bacon. seems you were misinformed.
b) which particular religious group do yuo mean, out of the multiple religious followings that prohibit bacon - Judaism, the various Islamic sects and technically Christianity?