QF Platinum Denied Lounge on Arrival with Qantas Sydney Airport

[Seat0B]

Covid is the perfect excuse to cut back on almost everything. Due to covid, due to covid, due to covid.
Whatever way you skin it - there's a removal of a Platinum benefit in place, and it seems most folks are accepting it without a fight.

Make no mistake folks, Qantas won't bring this back as a stated benefit in the future if it's removed now. Think of 'covid-times' as a trial run for arrivals access removal. When the world opens up again, the next excuse QF will be 'alignment with oneworld', or 'ongoing capacity issues' or some equally convenient excuse.

Good on you @Danger for standing up to the madness.

Or even - the members asked for it!

 

[Danger]

First, this contact tracing concern is not an issue. People in NSW are required to use the Service NSW app to register when entering an indoor premise. Before I tried to even check-in to the lounge the first time, I was pointed to the QR code to scan. Qantas, presumably like every other business with an indoor venue, is required to ensure visitors scan the code. Correct me if I'm wrong but 99.9% of indoor venues don't require boarding passes; they rely on the government's own, mandated tracing app. I was specifically asked to show the lounge agent that I had scanned. Again, this was all before the hullabullu about arrivals access. It's simply not about contact tracing.

Second, I've been thinking a bit about whether I was 'sticking it' to the lounge manager. I'm not sure if I was or not. I definitely wanted to enter the lounge and under the benefits of the program I had every right to. Certainly I can understand if it sounds like I was.

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.

Those previously published benefits are still published:

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, GK or BL, for travel on BL until 28 July 2020), Emirates (EK), China Eastern (MU)or a oneworld® member airline flight number on your ticket.​

Frequent Flyer - Flying Qantas and Partner Airlines - Status Credits and Tier Benefits - Tier Benefits

I don't think 3.2 overrides 7.1.

If QF made a mistake or otherwise failed to comply with its end of the bargain, that wouldn't then allow passengers to do the things in 7.1 to 'fix' that error. You'd need to take that up elsewhere through the correct channels.

I believe I could defend myself against a claim of breaching this section.

...

As per the link in my previous post in thread. Qantas have published on their website that there are capacity restrictions for the lounges. Stopping arrival access is a capacity restriction.

Well except there hasn't been a change to QFF. This is a temporary access restriction due to a worldwide pandemic, a restriction that has been advertised.

Qantas have annouced that there are restrictions due to Covid. That's on the website.

What other update do you expect? Arrivals access hasn't been removed as a benefit, it's just not being provided temporarily at the moment. I'm really struggling to understand the issue, the benefit is just subject to special restriction at the moment and those have been added to the website. The same way some lounges are closed - being closed doesn't mean they're going to permanently remove the lounge

It seems Qantas say it's due to "capacity restrictions". And that a guest "may" be refused. I suppose that's fair enough if the lounge really is getting to capacity.

But it's not about capacity. As I mentioned in my original post, there were less than 50 people in the lounge (probably more like 30). If I was denied because of capacity and that was indeed the case (unlike, what, the CX lounge at SFO that used to deny QF passengers?), then no issue whatsoever. As for temporary, I highly doubt that's the case.

Although I am not sure what aspect of 7.1 you think has been breached here, other than maybe being rude to Janet (if that indeed happened)

I may have been marginally rude and that certainly wasn't the intention.

Could come under the 'abuse or misuse' of an award as there was no intention to travel, and the award was only booked for the purpose of circumventing access rules.

The OP knew the policy was likely in place, having responded to this thread on 22 December. Would the OP have done the same thing if there had been a 5000 cancellation penalty in place?

There could well be an argument for that.

As for the "policy" being in place, no, I did not know, nor do I know now. In addition to seeing nothing on the QF website, I was not told by the lounge manager that it was "policy" or that all lounges were denying arrivals access at this time.

No, I would not have taken the course of action is the 6K penalty was in place but I would have pushed the point further, either with the lounge manager or over the phone.

Covid is the perfect excuse to cut back on almost everything. Due to covid, due to covid, due to covid.
Whatever way you skin it - there's a removal of a Platinum benefit in place, and it seems most folks are accepting it without a fight.

Make no mistake folks, Qantas won't bring this back as a stated benefit in the future if it's removed now. Think of 'covid-times' as a trial run for arrivals access removal. When the world opens up again, the next excuse QF will be 'alignment with oneworld', or 'ongoing capacity issues' or some equally convenient excuse.

Good on you @Danger for standing up to the madness.

It's the tip of the iceberg, for sure.

There's plenty of commentary in the lack of spirits in J thread, a thread I added to just a few days ago. 'Sorry, sir. No spirits to limit contact with passengers. But I can offer you a red, a sparkling ...'

 

[Daver6]

Covid is the perfect excuse to cut back on almost everything. Due to covid, due to covid, due to covid.

I'm going to start using this as a reason when I deal with companies moving forward.

I'm highly likely about to cancel a credit card. I'll give Covid as a reason.

Maybe next time I buy something I'll ask for a discount due to Covid too...

 

[ozbeachbabe]

First, this contact tracing concern is not an issue. People in NSW are required to use the Service NSW app to register when entering an indoor premise. Before I tried to even check-in to the lounge the first time, I was pointed to the QR code to scan.

Qantas, presumably like every other business with an indoor venue, is required to ensure visitors scan the code. Correct me if I'm wrong but 99.9% of indoor venues don't require boarding passes; they rely on the government's own, mandated tracing app.

I have had a few instances where I've logged in at a cafe using the Service NSW app & after a while the session in the browser times out & when the browser refreshes you've got to start over again.

If you were at a cafe 1200-1330 it will show that you checked in at noon but there's no record of you leaving.

When you leave at 1330 & make a second attempt to register, the app will show you arriving and departing at the same time ie 1330 as you cannot retrieve the original session.

Any venue including airport lounges relying solely on this app will not have correct data to enable accurate contact tracing data.

 

[Milefest]

I similarly attempted to enter the Perth Business Lounge on arrival from an intra-state flight and was simply told "No - you need to have a forward flight, no matter what your status!" In a mix of confusion and embarrassment, I walked away and looked up the guidelines to find mention of this change.

Next time, in preparation of the conversation, I simply asked again and a different lady shook her head behind the plastic barrier. "When did this change?" I asked. "I haven't read this on the website." I queried, "is this a permanent change? How do I know when it reverts back to normal?" I got a look of disinterest and she turned away and mumbled "due to Covid" and then back to her screen. "Who knows?" was her insightful response regarding a time-frame.

I've further asked on other outbound flights if the rule has changed back, stating this must be catching a few people unaware, but didn't manage to extract much of a conversation.

As a benefit you've earned, it would be good to be advised of the update, not a vague release about "temporary changes" to the conditions of entry. The system must be capable of reading and recording boarding passes after the flight; perhaps you could "check out" when leaving if that's the issue. It will be very disappointing if this benefit does not return.

Could you book a forward flight flight for later that day and cancel the flight after you gain entry into the lounge?

 

[RichardMEL]

It's understandable that in the current circumstances lounge access on arrival might need to be temporarily suspended (though it would be helpful if Qantas would respect their customers enough to explain the reasons for this on their web site and elsewhere).

That said, lounge access on arrival for platinum fliers isn't a "perk". It's something that you've earnt and (indirectly) paid for.

... which QF can revoke at any time.. such as WP any time access was.

Not saying I agree or want this by the way just saying that this is how things work. You've earned the status but the "perks" or if you like "entitlements" of status can and do change.

 

[RichardMEL]

Make no mistake folks, Qantas won't bring this back as a stated benefit in the future if it's removed now. Think of 'covid-times' as a trial run for arrivals access removal. When the world opens up again, the next excuse QF will be 'alignment with oneworld', or 'ongoing capacity issues' or some equally convenient excuse.

Are you suggesting this is... ahem... The Great Reset?!

 

[Vic]

It seems rather clear that non-flying use of the lounge has been restricted due to covid, as a company policy. Arrivals access is also non-flying use. The whole thing seems pretty consistent to me.

When this happened to me, I didn't get embarrassed (why would I), I just said "ok no worries, I'll have to remember to use the toilet before landing next time" - *goes to find public toilet.
Not sure why I'd get my knickers in a twist...

But it's not about capacity. As I mentioned in my original post, there were less than 50 people in the lounge (probably more like 30). If I was denied because of capacity and that was indeed the case (unlike, what, the CX lounge at SFO that used to deny QF passengers?), then no issue whatsoever. As for temporary, I highly doubt that's the case.

Actually that is precisely about capacity. They're holding capacity for all club members to use the lounge pre-departure. They are keeping space open for pre-departure use.

As a person who qualified for WP on my own dime this year (until 31 March anyway) by paid flights, I have had absolutely no benefit at all because I have not flown since February 2020, I'd be pretty cheesed off if an advertised benefit of my status that I wanted to use was refused on the whim of the lounge dragon.

This is occurring at multiple lounges at multiple airports. Much like a whole of company policy. I would disagree that use of arrivals access was based on the whim of one individual. Rather it's whole of company policy based on management directive.

 

[Seat0B]

I have had a few instances where I've logged in at a cafe using the Service NSW app & after a while the session in the browser times out & when the browser refreshes you've got to start over again.

If you were at a cafe 1200-1330 it will show that you checked in at noon but there's no record of you leaving.

When you leave at 1330 & make a second attempt to register, the app will show you arriving and departing at the same time ie 1330 as you cannot retrieve the original session.

Any venue including airport lounges relying solely on this app will not have correct data to enable accurate contact tracing data.

You have to click the "check out now" button to check out on Service NSW app. if you forget to check out (which I often do), you just go back to the check in page and it lets you choose either an actual or estimated time that you left the venue.

 

[Vic]

Covid is the perfect excuse to cut back on almost everything. Due to covid, due to covid, due to covid.
Whatever way you skin it - there's a removal of a Platinum benefit in place, and it seems most folks are accepting it without a fight.

Make no mistake folks, Qantas won't bring this back as a stated benefit in the future if it's removed now. Think of 'covid-times' as a trial run for arrivals access removal. When the world opens up again, the next excuse QF will be 'alignment with oneworld', or 'ongoing capacity issues' or some equally convenient excuse.

Good on you @Danger for standing up to the madness.

Well on that basis, it looks like non flying guest allowance is also going to be removed. ???

 

[MEL_Traveller]

Good on you @Danger for standing up to the madness.

I agree, but there are perhaps better channels. Take it to corporate HQ if you need. But everyone is entitled to a safe workplace.

 

[HappyFlyerFamily]

I agree, but there are perhaps better channels. Take it to corporate HQ if you need. But everyone is entitled to a safe workplace.

Lol including for Janet not wearing a mask while indoors as mandated by NSW Health rules?!?!?!

 

[ferntree]

... which QF can revoke at any time.. such as WP any time access was.

Indeed they can. Just as their most loyal customers can vote with their feet (and money) if they (we) don't like it. For my particular needs, lounge access on arrival is the single most important platinum benefit.

 

[RichardMEL]

Indeed they can. Just as their most loyal customers can vote with their feet (and money) if they (we) don't like it. For my particular needs, lounge access on arrival is the single most important platinum benefit.

So will you move to VA over this? serious question.

And why is arrivals access your primary benefit? Again serious question out of interest. I doubt it would be high on the list of many elite members as a high priority benefit so I'm curious as to your own reasons? obviously none of my business but I find it interesting. No implied criticism at all. Just honestly curious.

 

[RichardMEL]

An aside... the talk of the NSW services app is interesting to me. Not being in NSW, and not having visited there since.. gosh.. 2019 I guess.. I honestly would have no idea of the requirements if I was, for example, transiting SYD to go somewhere. Now I would expect a QR code or other sign in method - in this case my BP for flight provides QF that information - but I had no idea you're supposed to sign in/out of it. Good to know, but I wonder how many arriving into SYD who are not native to NSW would know? Now I know WA has the G2G app and that does similar things too. Vic does not (I'm shocked!).. Qld? SA? Tas?

 

[Vic]

An aside... the talk of the NSW services app is interesting to me. Not being in NSW, and not having visited there since.. gosh.. 2019 I guess.. I honestly would have no idea of the requirements if I was, for example, transiting SYD to go somewhere. Now I would expect a QR code or other sign in method - in this case my BP for flight provides QF that information - but I had no idea you're supposed to sign in/out of it. Good to know, but I wonder how many arriving into SYD who are not native to NSW would know? Now I know WA has the G2G app and that does similar things too. Vic does not (I'm shocked!).. Qld? SA? Tas?

Qld was a dog's breakfast when I was there in December. view QR code with phone camera at each venue, enter full details each time.

 

[ferntree]

So will you move to VA over this? serious question.

And why is arrivals access your primary benefit? Again serious question out of interest. I doubt it would be high on the list of many elite members as a high priority benefit so I'm curious as to your own reasons? obviously none of my business but I find it interesting. No implied criticism at all. Just honestly curious.

Thank you for your interest in my personal affairs. To answer your questions:

1. I would certainly consider moving to Virgin. Of course I can't at this stage say whether I ultimately will or not. Certainly I have taken their Discover Gold option.

2. I frequently need to meet up with others at my destination airport before moving on from the airport. These would be flying in from other locations. Qantas flight options from Hobart are so limited that usually I am the first to arrive and have to wait for typically an hour or more for the others to arrive. To be able to wait in a civilised environment in comfort before we meet up and move on is a valued benefit.

 

[Seat0B]

An aside... the talk of the NSW services app is interesting to me. Not being in NSW, and not having visited there since.. gosh.. 2019 I guess.. I honestly would have no idea of the requirements if I was, for example, transiting SYD to go somewhere. Now I would expect a QR code or other sign in method - in this case my BP for flight provides QF that information - but I had no idea you're supposed to sign in/out of it. Good to know, but I wonder how many arriving into SYD who are not native to NSW would know? Now I know WA has the G2G app and that does similar things too. Vic does not (I'm shocked!).. Qld? SA? Tas?

All venues in NSW now have a sign up saying that you must use Service NSW app to sign in - if no phone, you can give details to a staff member. I'm from ACT and we also have an app, and signs at venue entry, so it is pretty clear what you have to do. They are both good. You set up your details once, and then just use your camera to scan the QR code, it populates everything, gives you an option to add people you are in a group with/dependants, and that's it. signed in. To check out, you just click "check out now" if you remember to to it (which I often don't - so I have to do the "forgot to check out" process). So much better than all the previous commercial check in apps, many of which then bombarded you with spam marketing, which I hate.

 

[oz_mark]

An aside... the talk of the NSW services app is interesting to me. Not being in NSW, and not having visited there since.. gosh.. 2019 I guess.. I honestly would have no idea of the requirements if I was, for example, transiting SYD to go somewhere. Now I would expect a QR code or other sign in method - in this case my BP for flight provides QF that information - but I had no idea you're supposed to sign in/out of it. Good to know, but I wonder how many arriving into SYD who are not native to NSW would know? Now I know WA has the G2G app and that does similar things too. Vic does not (I'm shocked!).. Qld? SA? Tas?

Check-ins to venues in WA are done with the WaSafe app. G2G is about border/quarantine/isolation management.

 

[RichardMEL]

thanks for the corrections and answers folks. appreciated