QF Platinum Denied Lounge on Arrival with Qantas Sydney Airport

[Danger]

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

I am offended by the insinuation that I created a threatening work environment for the lounge manager.

 

[MEL_Traveller]

I am offended by the insinuation that I created a threatening work environment for the lounge manager.

Apologies Danger Your record of the interaction made it sound somewhat unpleasant. Maybe that wasn't the case!

 

[RichardMEL]

I am offended by the insinuation that I created a threatening work environment for the lounge manager.

this comment is general and NOT intended as personal to you; I was not there - we have one side of the story but I do just want to make this point in a general way.... that people working in customer service )or any workplace really!) can perceive interactions differently to both what the customer may think it is, or even intended - for any number of reasons that may not be obvious to the customer.

A classic example of this, which is very different (and purposely so) is say a two people interacting. One may think they are being friendly and nice.. the other may feel either intimidated or harassed. Even if one person's intention was harmless it's kind of irrelevant to how the recipient may perceive it.

Many examples are obvious - such as an obviously aggressive over the top individual or blatent sexual harassment.. Others are very subtle and can be simply a fact of circumstance.

Again I am not suggesting the interaction with Janet as presented was in any way inappropriate -just making a general comment.

 

[Danger]

Apologies Danger Your record of the interaction made it sound somewhat unpleasant. Maybe that wasn't the case!

Thank you. I imagine it was unpleasant for her (as it was for me). Unsafe, though? No.

 

[MEL_Traveller]

Just following up on the AFF gazette article today where it states:

The Qantas website also continues to list “lounge access before or after your flight” as a published benefit of Platinum and Platinum One status, with no caveats or disclaimers.​

​

Eligibility for any benefits will always need to be read in conjunction with the terms and conditions. Part 10 of the Qantas Club terms and conditions state:

10.6 Qantas Club staff have the discretion to refuse entry to any Member or guest at any time if, in their reasonable opinion, the Member has not or will not comply with these Terms and Conditions or the Club Rules, or the refusal is necessary or convenient for the orderly operation of the lounge or other facilities or the safety or comfort of other Members, their guests and staff.​

​

That's fairly broad and could potentially cover this current restriction. (i agree if the benefit is to be taken away completely then QF should be giving the proper notice as required under the program rules.)

 

[ferntree]

Rules are rules and common sense is common sense. If Qantas had notified customers via their web site and elsewhere at the time this was introduced it would have avoided a lot of confusion and unpleasantness

 

[Danger]

Just following up on the AFF gazette article today where it states:

The Qantas website also continues to list “lounge access before or after your flight” as a published benefit of Platinum and Platinum One status, with no caveats or disclaimers.​

​

Eligibility for any benefits will always need to be read in conjunction with the terms and conditions. Part 10 of the Qantas Club terms and conditions state:

10.6 Qantas Club staff have the discretion to refuse entry to any Member or guest at any time if, in their reasonable opinion, the Member has not or will not comply with these Terms and Conditions or the Club Rules, or the refusal is necessary or convenient for the orderly operation of the lounge or other facilities or the safety or comfort of other Members, their guests and staff.​

​

That's fairly broad and could potentially cover this current restriction. (i agree if the benefit is to be taken away completely then QF should be giving the proper notice as required under the program rules.)

Nothing in that clause explains why I was denied (and then permitted entry) and my experience seems to reflect others' here.

 

[MEL_Traveller]

Nothing in that clause explains why I was denied (and then permitted entry) and my experience seems to reflect others' here.

You were permitted entry later because you purchased a ticket.

Rules were established for the operation of the lounge and the comfort and safety of members and staff in a covid environment.

 

[Trudie22]

QF Platinum FF.
I travelled from Brisbane to Sydney yesterday. We arrived at the lounge and were greeted by the staff who advised " Platinum Frequent Flyer access to lounge on arrival is " at their discretion due to the pandemic". We questioned if this is qantas policy and have they received anything in writing. The staff avoided the question and denied us access. The lounge was quiet so there were no social distancing issues. We were really disappointed as this was our first return flight since February and really had been looking forward to using the lounge on arrival perk of my platinum status. The staff were really unhelpful and obstructive and appeared to be making up the rules as they went along. I have written to qantas. Has anyone else experienced these issues?

I just received my new Platinum Card in the mail today. The Platinum Flyer my card was attached to clearly states “-Access to any Qantas Club and Qantas Domestic Business Lounge on arrival when travelling on Qantas, Jetstar or oneworld alliance airline flights”.

Qantas have some serious explaining to do!

 

[sudoer]

I just received my new Platinum Card in the mail today. The Platinum Flyer my card was attached to clearly states “-Access to any Qantas Club and Qantas Domestic Business Lounge on arrival when travelling on Qantas, Jetstar or oneworld alliance airline flights”.

Qantas have some serious explaining to do!

The real surprise here is that they've resumed sending out membership cards???

 

[ferntree]

I just received my new Platinum Card in the mail today. The Platinum Flyer my card was attached to clearly states “-Access to any Qantas Club and Qantas Domestic Business Lounge on arrival when travelling on Qantas, Jetstar or oneworld alliance airline flights”.

Qantas have some serious explaining to do!

Agreed. But don't hold your breath waiting for it.

 

[Trudie22]

The real surprise here is that they've resumed sending out membership cards???

my QFF platinum card is also a prepaid travel money mastercard and as my membership had expired in December 2020, they routinely send you out a new one with your renewed membership year.

Sounds to me like they are being picky and using COVID as an excuse to turn away Platinum members, who according to the pamphlet are entitled to this....”Experience the privilege of Platinum”. I’m keeping this piece of evidence in my carry on from now on...in the event that both myself and my husband, both being active Platinum members are denied access.

 

[TheInsider]

my QFF platinum card is also a prepaid travel money mastercard and as my membership had expired in December 2020, they routinely send you out a new one with your renewed membership year.

Sounds to me like they are being picky and using COVID as an excuse to turn away Platinum members, who according to the pamphlet are entitled to this....”Experience the privilege of Platinum”. I’m keeping this piece of evidence in my carry on from now on...in the event that both myself and my husband, both being active Platinum members are denied access.

The paper doesn't mean anything. Have you not been reading the thread?

 

[Danger]

The paper doesn't mean anything. Have you not been reading the thread?

I could not disagree more. In lieu of an announcement to the contrary, the advertising means everything.

 

[TheInsider]

I could not disagree more. In lieu of an announcement to the contrary, the advertising means everything.

Then complain about it, go through the normal channels.
Don't whinge to the front line staff who have been advised to do what they are doing, it's not their fault that staff in Mascot are advising them that this is the current policy and to deny people to the lounges. Redirect your anger to the faceless and nameless people in the head office.

The staff on the front line don't care what legal ramifications (if any), clauses, or technicalities there are. They are told to do something by their management and leaders they will do it.

 

[Daver6]

The staff on the front line don't care what legal ramifications (if any), clauses, or technicalities there are. They are told to do something by their management and leaders they will do it.

They're also told to do priority boarding properly. They seem to pick and choose with that one.

 

[MEL_Traveller]

my QFF platinum card is also a prepaid travel money mastercard and as my membership had expired in December 2020, they routinely send you out a new one with your renewed membership year.

Sounds to me like they are being picky and using COVID as an excuse to turn away Platinum members, who according to the pamphlet are entitled to this....”Experience the privilege of Platinum”. I’m keeping this piece of evidence in my carry on from now on...in the event that both myself and my husband, both being active Platinum members are denied access.

Lounge access on arrival has been suspended due to covid. I don't think it's realistic to have to reprint thousands of pamphlets for this purpose.

 

[Port Power]

Same happened to me as a P1 at CBR. I just wanted to go to the bathroom. Advised that due to COVID-19 restrictions for contact tracing they would only accept an onwards boarding pass. They were perfectly apologetic about it, I didn’t query and left.
I can see some kind of logic here. They know who is in the lounge at what exact times from scanning the BP until flight boarding. It’s also allows them to keep fairly precise and accurate info on COVIDSAFE capacity. Can’t do that for arrivals access and now that SYD is back to one person per 4 square metres the capacity will be reduced.

I was denied entry in Melbourne on December 29. The staff were perfectly polite and apologetic. (It was only a pit stop and to brush teeth,) However the excuse of being unable to trace doesn’t wash. Whether a boarding pass or QF card is scanned, our QF number is registered on entry so there absolutely is a record of who enters the lounge on arrival. QF membership links to a telephone number, so no problem with contact tracing. Qantas needs to either publish that this benefit has been revoked, or stop denying entry.

If access is denied due to capacity limits, that is reasonable and understandable. Unable to “contact trace” isn’t. Also, post flight visits are usually short because there is luggage to be collected or onward transport to get to.

 

[Port Power]

Lounge access on arrival has been suspended due to covid. I don't think it's realistic to have to reprint thousands of pamphlets for this purpose.

Nothing has been published by Qantas advising this, no emails received, so how can we know this?

Lounges in many cities are telling members the same story, so suspension is inferred, but that’s not the problem, is it?

 

[MEL_Traveller]

Nothing has been published by Qantas advising this, no emails received, so how can we know this?

Lounges in many cities are telling members the same story, so suspension is inferred, but that’s not the problem, is it?

Agree. The communication has not been good. An email to affected members would have taken all of five minutes to draft and send.

But that seems to be only part of the issue. The other part being that people want to challenge the decision. Which is fine, but are front line staff really the ones that should be in the firing line?