QF Platinum Denied Lounge on Arrival with Qantas Sydney Airport

[Milefest]

I think it's this. They don't want people lingering and mingling if they don't actually have a plane to catch. Understandable in the circumstances.

Isn't CL still open to arrival and non-travelling pax?

 

[Princess Fiona]

Isn't CL still open to arrival and non-travelling pax?

I don’t believe they have reopened at all yet.

 

[sudoer]

I don’t believe they have reopened at all yet.

They reopened on 7 December according to Executive Traveller.

 

[Danger]

Denied in Sydney today by the lounge manager, Janet. The conversation went a little like this.

Janet: Where are you travelling to?

Me: I’m not travelling anywhere. I’ve just arrived from BNE.

Janet: You’re not able to access the lounge without an onward flight.

Me: That’s not correct. As a Platinum, I have arrivals access.

Janet: Not at the moment, due to the current health situation.

Me: What situation is that?

Janet: There’s a pandemic.

Me: Is that why you have a face mask hanging from your name badge?

Janet: Sir, my situation is different.

Me: How is it different?

Janet: I don’t need to explain that to you.

Me: There is no information on your website informing members that this benefit has been withdrawn.

Janet: I’m informing you now.

I told her I’d be back and headed downstairs where I phoned QF while firing up my laptop at the same time. The lovely phone rep confirmed that the flexible award ticket policy at the moment included cancellation up to departure, even after check-in. I asked her if she would kindly stay online for a couple of minutes which she did, during which time I booked a flight to Melbourne, proceeded back to the lounge. There, I scanned in with Janet’s colleague while Janet herself kept a watchful eye on her colleague’s computer, then immediately asked the phone agent to cancel the reservation which she did without delay.

There wouldn’t have been 50 people in the entire lounge.

Absolutely pathetic, Qantas. This infuriates me.

 

[Mattg]

FWIW, I just asked at the VA lounge and arrivals access is not available here, either. The lady said it was their most common complaint at the moment (which says a lot, when the food options are so awful!).

 

[HappyFlyerFamily]

Denied in Sydney today by the lounge manager, Janet. The conversation went a little like this.

Janet: Where are you travelling to?

Me: I’m not travelling anywhere. I’ve just arrived from BNE.

Janet: You’re not able to access the lounge without an onward flight.

Me: That’s not correct. As a Platinum, I have arrivals access.

Janet: Not at the moment, due to the current health situation.

Me: What situation is that?

Janet: There’s a pandemic.

Me: Is that why you have a face mask hanging from your name badge?

Janet: Sir, my situation is different.

Me: How is it different?

Janet: I don’t need to explain that to you.

Me: There is no information on your website informing members that this benefit has been withdrawn.

Janet: I’m informing you now.

I told her I’d be back and headed downstairs where I phoned QF while firing up my laptop at the same time. The lovely phone rep confirmed that the flexible award ticket policy at the moment included cancellation up to departure, even after check-in. I asked her if she would kindly stay online for a couple of minutes which she did, during which time I booked a flight to Melbourne, proceeded back to the lounge. There, I scanned in with Janet’s colleague while Janet herself kept a watchful eye on her colleague’s computer, then immediately asked the phone agent to cancel the reservation which she did without delay.

There wouldn’t have been 50 people in the entire lounge.

Absolutely pathetic, Qantas. This infuriates me.

How interesting!! I thought it was mandatory masks in indoor settings in NSW - but I digress....

 

[muppet]

Denied in Sydney today by the lounge manager, Janet. The conversation went a little like this.

Janet: Where are you travelling to?

Me: I’m not travelling anywhere. I’ve just arrived from BNE.

Janet: You’re not able to access the lounge without an onward flight.

Me: That’s not correct. As a Platinum, I have arrivals access.

Janet: Not at the moment, due to the current health situation.

Me: What situation is that?

Janet: There’s a pandemic.

Me: Is that why you have a face mask hanging from your name badge?

Janet: Sir, my situation is different.

Me: How is it different?

Janet: I don’t need to explain that to you.

Me: There is no information on your website informing members that this benefit has been withdrawn.

Janet: I’m informing you now.

I told her I’d be back and headed downstairs where I phoned QF while firing up my laptop at the same time. The lovely phone rep confirmed that the flexible award ticket policy at the moment included cancellation up to departure, even after check-in. I asked her if she would kindly stay online for a couple of minutes which she did, during which time I booked a flight to Melbourne, proceeded back to the lounge. There, I scanned in with Janet’s colleague while Janet herself kept a watchful eye on her colleague’s computer, then immediately asked the phone agent to cancel the reservation which she did without delay.

There wouldn’t have been 50 people in the entire lounge.

Absolutely pathetic, Qantas. This infuriates me.

I’m no QF fanboy and agree the restriction is nonsense / should at least be publicised.... but this is over the top.

What’s really so great about the SYD J Lounge compared to being literally anywhere else in Sydney?

 

[AIRwin]

What’s really so great about the SYD J Lounge compared to being literally anywhere else in Sydney?

Free drinks?

 

[muppet]

Free drinks?

Alright, fair enough got me there.

I was being rhetorical but ... a couple of free drinks for a lot of unpleasantness... good deal.

 

[Daver6]

Denied in Sydney today by the lounge manager, Janet. The conversation went a little like this.

Janet: Where are you travelling to?

Me: I’m not travelling anywhere. I’ve just arrived from BNE.

Janet: You’re not able to access the lounge without an onward flight.

Me: That’s not correct. As a Platinum, I have arrivals access.

Janet: Not at the moment, due to the current health situation.

Me: What situation is that?

Janet: There’s a pandemic.

Me: Is that why you have a face mask hanging from your name badge?

Janet: Sir, my situation is different.

Me: How is it different?

Janet: I don’t need to explain that to you.

Me: There is no information on your website informing members that this benefit has been withdrawn.

Janet: I’m informing you now.

I told her I’d be back and headed downstairs where I phoned QF while firing up my laptop at the same time. The lovely phone rep confirmed that the flexible award ticket policy at the moment included cancellation up to departure, even after check-in. I asked her if she would kindly stay online for a couple of minutes which she did, during which time I booked a flight to Melbourne, proceeded back to the lounge. There, I scanned in with Janet’s colleague while Janet herself kept a watchful eye on her colleague’s computer, then immediately asked the phone agent to cancel the reservation which she did without delay.

There wouldn’t have been 50 people in the entire lounge.

Absolutely pathetic, Qantas. This infuriates me.

I love this so much! I mean not the rubbish you had to deal with, but totally sticking it to Janet.

 

[ferntree]

Denied entry on arrival at BNE a couple of weeks before Xmas. Airport was very quiet, lounge precinct like a ghost town - nothing to do with number limits. The (male) staff member was dogmatic, unapologetic and brusque. He got to exercise his little bit of power. His attitude annoyed me more than the fact of being denied entry in the first place.

I might end up owing a debt of gratitude. Been accepted for Virgin status match!

 

[Princess Fiona]

I love this so much! I mean not the rubbish you had to deal with, but totally sticking it to Janet.

Alright, fair enough got me there.

I was being rhetorical but ... a couple of free drinks for a lot of unpleasantness... good deal.

I’m with @muppet here.
Regardless of the previous published benefits QF staff seem to have had a directive that lounge access on arrival is being suspended during this period due to COVID restrictions etc.
Many of these staff including Janet have been furloughed for months and they are now back and just trying to do their job.
“Sticking it” to them by booking an award seat that was never intended to travel but just to circumvent their refusal of lounge access is something I would never personally do.
I can’t think of any time I’d be that insistent on proving a point.

 

[ferntree]

Regardless of the previous published benefits QF staff seem to have had a directive that lounge access on arrival is being suspended during this period due to COVID restrictions etc.

... in which case it would be helpful if they published this information on their web site. It would make life easier for both staff and fliers,

 

[Daver6]

I’m with @muppet here.
Regardless of the previous published benefits QF staff seem to have had a directive that lounge access on arrival is being suspended during this period due to COVID restrictions etc.
Many of these staff including Janet have been furloughed for months and they are now back and just trying to do their job.
“Sticking it” to them by booking an award seat that was never intended to travel but just to circumvent their refusal of lounge access is something I would never personally do.
I can’t think of any time I’d be that insistent on proving a point.

Fair points. I think I perhaps should have said sticking it to QF rather than the individual (assuming this is actually QF policy and not people making it up as they go, which has happened before).

The point though is, if this is policy then QF should update the website and inform WPs of the change. Set expectations and make it clear.

 

[Princess Fiona]

Fair points. I think I perhaps should have said sticking it to QF rather than the individual (assuming this is actually QF policy and not people making it up as they go, which has happened before).

The point though is, if this is policy then QF should update the website and inform WPs of the change. Set expectations and make it clear.

Definitely agree re the publication of the change.
In the interim I will continue to be polite and accept in person any such refusals if it happens to me again.

 

[RichardMEL]

Gee I remember a previous situation at SYD in the QP (before J lounge existed) when certain people were forced to book full Y tickets to stay in the lounge for reasons. SOme here will know what I'm talking about. However I digress...

Look I've used on arrival access a few times - mostly for a quick pit stop or even to grab a local newspaper or a quick drink then out the door. I certainly have not made it policy to go spend a lot of time in the lounge post flight (I usually just want to get to where i'm headed) - and I'm not implying anyone posting here would be intending a long session of lounge "use" post flights...

... but really I find it personally a bit much to then go book a reward just to get back in. I mean was it THAT important to get back in? Party pie time?

I had understood that the reason for denial - for better or worse - is if they had nothing to scan there was no record of who was in the lounge for purposes of contact tracing - which to me does seem reasonable. Now if this really IS the reason a polite explanation I think would make sense to a lot of people. It makes sense to me. I think most people would accept with understanding and grace on that. These are unusual times unfortunately.

And at the end of the day QF can make whatever rule changes they like in terms of access restrictions. I ABSOLUTELY agree that it should be published as a change. No question. Really though if a lot of people take steps to circumvent this by such activity and enough do it to stand out to QF... they'll simply remove it as a perk full stop going forward (remember when WP's did not need to even be flying to get in?). I am not saying a lot of people would do that but I am sure some people are taking note of it. You can be sure that Janet, for example, would have noted it to superiors. Maybe they don't care.. maybe they do. Time will tell.

my 22 cents worth.

 

[ferntree]

I had understood that the reason for denial - for better or worse - is if they had nothing to scan there was no record of who was in the lounge for purposes of contact tracing - which to me does seem reasonable. Now if this really IS the reason a polite explanation I think would make sense to a lot of people. It makes sense to me. I think most people would accept with understanding and grace on that.

That might well be their excuse but sheer logic suggests that is not the reason. Otherwise Jetstar passengers would need to be denied preflight entry. When flying with Jetstar I simply have to enter my name and phone number on a list. I see no reason why platinum fliers on arrival could not do the same.

 

[RichardMEL]

That might well be their excuse but sheer logic suggests that is not the reason. Otherwise Jetstar passengers would need to be denied preflight entry. When flying with Jetstar I simply have to enter my name and phone number on a list. I see no reason why platinum fliers on arrival could not do the same.

those are fair points. I thought they scan JQ BP's too? I don't know I never fly them to know the process and maybe they don't want to screw around with separate lists when 99% of their customers already have that info when they scan in their QF BP's.

As I said that's what I thought the reason was, but maybe not.

 

[ferntree]

those are fair points. I thought they scan JQ BP's too?

In six years of gold/platinum membership I have never had a Jetstar boarding pass scanned at a Q lounge. And in Hobart at least (where Q flights are about as rare as hen's teeth) Jetstar lounge users would be closer to 30% than the 1% you suggest. But if elsewhere it is the 1% you suggest then surely it wouldn't be too much trouble.

 

[dylarr]

They can't scan JQ boarding passes. Different lounges are using different methods to capture JQ pax details for contact tracing. In SYD the gatekeepers are typing pax details into some system on their workstations to record the details. In CNS it is different - JQ pax have to scan a QR code to record the details themselves before entering.