QF Platinum Denied Lounge on Arrival with Qantas Sydney Airport

[Vic]

I was denied access after flying into Brisbane over 12 months ago, the reason given I did not have another flight that day. Yet when I fly into other capitals I have no problem entering

I had no problem using arrivals access in Brisbane over 12 months ago. I used it in November 2019, and in fact I used arrivals access in March 2020 (10 months ago). (just days pre-covid shutdown)

What happened for you must be due to something else.

 

[ferntree]

If I can speak candidly, I'm pretty disgusted at the unbelievable sense of entitlement of some fellow members that has surfaced in this discussion.

Look at what you're getting worked up about:

Being required to make one small concession to an obscure benefit in the face of a pandemic.

This while the airlines are having to make adaptions almost daily in order to keep anything moving.

Even in just the last few weeks, the situation has been incredibly dynamic, with snap border closures, changes to square metre ratios, new sign in protocols and the like. Often different for each state.

The staff that you are quarrelling with would have been furloughed for months.

Move on. Let it go. 99% of the world's population are doing it a LOT harder than you right now. My 2c

Do you consider it an unbelievable sense of entitlement to ask to be informd of changes that affect your travel plans in advance, rather than having to find out on arrival at your destination?

 

[aikman]

To those brushing this off as trivial, what if you substitute arrivals access with a benefit that you personally value, say for example, additional baggage allowance.

What if Qantas decides to temporarily remove this benefit so that they can save on fuel costs. They send out a memo to all check in agents to enforce this rule but for whatever reason there was a "miss on the website" and the public is not aware that this rule exists.

You arrive at the airport and are told that you no longer have extra baggage allowance because of covid. You ask why but are initially ignored. You ask again and are told something nonsensical like a portion of the baggage hold is now reserved for essential equipment.

Would you then not also have a whinge because you have been personally inconvenienced by what Qantas has done?

I personally don't check baggage in so I guess you could say that I consider this benefit to be trivial. I will likely wonder why people would whinge about losing their extra baggage allowance but I wouldn't call those people out as being entitled.

 

[Port Power]

I was denied access after flying into Brisbane over 12 months ago, the reason given I did not have another flight that day. Yet when I fly into other capitals I have no problem entering

Welcome to AFF. It sounds like you have been reading threads for awhile though.

Apart from the WP benefit, a J benefit after an overnight flight to/from Perth is ability to use the lounge on arrival. I have popped in for a quick brekky in the past before collecting bags. I guess that is also not allowed right now? Once again, being told it is “because of COVID” isn’t good enough if it is not capacity related.

 

[Trudie22]

As is mine, but they did not send me a physical card when my membership renewed in July. Qantas have not been issuing any physical cards for about 9 months.

Do you actively use Travel Money or hold a balance in the account?

Yes to both of your questions. I had Money on it for our NZ travels, so have been using some of it for overseas on-line purchases to avoid international transaction fees on my Australian Credit card.

 

[serfty]

As is mine, but they did not send me a physical card when my membership renewed in July. Qantas have not been issuing any physical cards for about 9 months.

Do you actively use Travel Money or hold a balance in the account?

Yes to both of your questions. I had Money on it for our NZ travels, so have been using some of it for overseas on-line purchases to avoid international transaction fees on my Australian Credit card.

I received a new physical card around November last year. I am WP with a membership year ending Oct 31st. I do not have a travel money account.

 

[Trudie22]

Sorry what do you think they need to explain? The benefit still exists, and is still listed on the benefit card, but it has been suspended due to the current extraordinary circumstances... Is that hard to understand?

Capacity restriction due to Covid have been announced. Nothing has changed with the benefit itself so what exactly are they supposed to say about arrivals access

In addition to saying capacity restrictions have been announced, I was explicitly told that arrival access was not being offered due to covid in brisbane. My experience is different to what you're post says.

Exactly. And qantas have said there will be capacity restriction in the current situation.

They need to explain to their Platinum members that access to the lounge upon arrivals is temporarily suspended due to COVID, if this is what they have mandated.

Qantas seem to be able to communicate every other COVID related requirement and change, so why deny Platinum members entry upon arrival without notification of this change prior to enforcing it?

Like I said in a previous post, they will happily text you to inform you of your successful upgrade to business when you are using your FF points, but can’t seem to manage an email, or website update to inform Platinum members of the “temporary” change to access lounges upon arrival? Really....yes they have a duty to keep members informed.

Qantas have updated their website to inform Platinum members that they cannot bring a guest in due to COVID restrictions, so why haven’t they done the same regarding enforcement of the “temporary” change? Inconsistencies leave bitter tastes in platinum members mouths, who have been loyal and very supportive towards Qantas.

We all realise that cutting back on services during COVID is saving Qantas money at the moment, but seriously.....electronically communicating these changes (albeit temporary) to keep members informed and updated I would think Qantas would do as a professional courtesy to their Supportive Platinum Frequent Flyer members!

They update their site when a lounge is temporarily closed (such as the case with Brisbane domestic Business lounge) last week, so where is the communication regarding temporary suspension of access to lounges upon arrival???????

No excuses..... sounds like they are just are picking and choosing who can and cannot enter upon arrival going by the experiences posted by several Platinum members in this forum. It appears many businesses are riding the COVID train. Keep it consistent Qantas, and keep your members informed of changes!

 

[MEL_Traveller]

No excuses..... sounds like they are just are picking and choosing who can and cannot enter upon arrival going by the experiences posted by several Platinum members in this forum. It appears many businesses are riding the COVID train. Keep it consistent Qantas, and keep your members informed of changes!

has anyone actually been successful getting entry on arrival during covid? I thought it was being pretty consistently applied?

 

[Milefest]

If I can speak candidly, I'm pretty disgusted at the unbelievable sense of entitlement of some fellow members that has surfaced in this discussion.

Look at what you're getting worked up about:

Being required to make one small concession to an obscure benefit in the face of a pandemic.

This while the airlines are having to make adaptions almost daily in order to keep anything moving.

Even in just the last few weeks, the situation has been incredibly dynamic, with snap border closures, changes to square metre ratios, new sign in protocols and the like. Often different for each state.

The staff that you are quarrelling with would have been furloughed for months.

Move on. Let it go. 99% of the world's population are doing it a LOT harder than you right now. My 2c

"How dare people expect a benefit they're entitled to!!"

 

[Mattg]

has anyone actually been successful getting entry on arrival during covid? I thought it was being pretty consistently applied?

There have been reports of people getting Qantas lounge access on arrival during covid-19 in posts #5 and #16 of this thread.

 

[sergeyvzn]

Access has been reinstated. I just got into the BNE lounge after arriving from Cairns. Details taken for contact tracing and all good to go. The ladies explained that it has been back since the beginning of this week

 

[Vic]

They need to explain to their Platinum members that access to the lounge upon arrivals is temporarily suspended due to COVID, if this is what they have mandated.

Qantas seem to be able to communicate every other COVID related requirement and change, so why deny Platinum members entry upon arrival without notification of this change prior to enforcing it?

Like I said in a previous post, they will happily text you to inform you of your successful upgrade to business when you are using your FF points, but can’t seem to manage an email, or website update to inform Platinum members of the “temporary” change to access lounges upon arrival? Really....yes they have a duty to keep members informed.

Qantas have updated their website to inform Platinum members that they cannot bring a guest in due to COVID restrictions, so why haven’t they done the same regarding enforcement of the “temporary” change? Inconsistencies leave bitter tastes in platinum members mouths, who have been loyal and very supportive towards Qantas.

We all realise that cutting back on services during COVID is saving Qantas money at the moment, but seriously.....electronically communicating these changes (albeit temporary) to keep members informed and updated I would think Qantas would do as a professional courtesy to their Supportive Platinum Frequent Flyer members!

They update their site when a lounge is temporarily closed (such as the case with Brisbane domestic Business lounge) last week, so where is the communication regarding temporary suspension of access to lounges upon arrival???????

No excuses..... sounds like they are just are picking and choosing who can and cannot enter upon arrival going by the experiences posted by several Platinum members in this forum. It appears many businesses are riding the COVID train. Keep it consistent Qantas, and keep your members informed of changes!

Qantas clearly stated there were capacity restrictions in place. I'm really not sure what is confusing about this...

You'll probably find Qantas is losing a lot more money due to having planes sitting around on the ground than they saved by suspending arrivals access.
As a long term platinum my loyalty to Qantas means I understand they need to survive for me to continue to enjoy benefits in the future. Not to mention loyalty to the wonderful airline staff in making sure they have a job when things return to normal. YMMV

sorry if you think I'm being rude, just I think there are much more important things to worry about. I had one of my very best friends die last year. Sorry if lack of arrival access seems trivial to me.

 

[Vic]

There have been reports of people getting Qantas lounge access on arrival during covid-19 in posts #5 and #16 of this thread.

Post #5 states they were allowed access the day before the benefit was to be suspended. So not a really an example of varying the rules, an example of someone being informed that a change was going to happen tomorrow.

 

[HappyFlyerFamily]

Post #5 states they were allowed access the day before the benefit was to be suspended. So not a really an example of varying the rules, an example of someone being informed that a change was going to happen tomorrow.

And post 151 suggests access is reinstated. Hallelujah!!! Hopefully this week we get more confirmation.

 

[justinbrett]

Access has been reinstated. I just got into the BNE lounge after arriving from Cairns. Details taken for contact tracing and all good to go. The ladies explained that it has been back since the beginning of this week

The lounge only reopened at the beginning of last week after the Brisbane lockdown, perhaps that is what they were referring to.

Qantas clearly stated there were capacity restrictions in place. I'm really not sure what is confusing about this...

You'll probably find Qantas is losing a lot more money due to having planes sitting around on the ground than they saved by suspending arrivals access.
As a long term platinum my loyalty to Qantas means I understand they need to survive for me to continue to enjoy benefits in the future. Not to mention loyalty to the wonderful airline staff in making sure they have a job when things return to normal. YMMV

sorry if you think I'm being rude, just I think there are much more important things to worry about. I had one of my very best friends die last year. Sorry if lack of arrival access seems trivial to me.

Just post a damn notice on the website, that's all we're saying. Capacity restrictions mean you might be denied entry if the lounge is full, even on departure. If it's going to be a black and white rule that you can't enter on arrival regardless of how many people are in the lounge, that's not a capacity restriction, that's suspending arrivals access. If that's what needs to be done, fine, just say so.

 

[Mattg]

Post #5 states they were allowed access the day before the benefit was to be suspended. So not a really an example of varying the rules, an example of someone being informed that a change was going to happen tomorrow.

The post I was answering asked if anyone had been granted arrivals access during covid. In any case, post #16 is an example of arrivals access being granted after the apparent rule change. So there is still some inconsistency.

Hopefully we'll get confirmation soon from Qantas about what the current policy actually is.

 

[MEL_Traveller]

The post I was answering asked if anyone had been granted arrivals access during covid. In any case, post #16 is an example of arrivals access being granted after the apparent rule change. So there is still some inconsistency.

Hopefully we'll get confirmation soon from Qantas about what the current policy actually is.

Agree - although one instance can be put down to a 'mistake' - or perhaps an exception because the askee was particularly nice! If it had been several instances that might show inconsistency.

 

[Vic]

The lounge only reopened at the beginning of last week after the Brisbane lockdown, perhaps that is what they were referring to.


Just post a damn notice on the website, that's all we're saying. Capacity restrictions mean you might be denied entry if the lounge is full, even on departure. If it's going to be a black and white rule that you can't enter on arrival regardless of how many people are in the lounge, that's not a capacity restriction, that's suspending arrivals access. If that's what needs to be done, fine, just say so.

Well as I mentioned, I was told arrivals access is not allowed due to covid in brisbane when I tried to use it. I guess I just put that info together with the notice on the website, and moved on...

The implied question in my post was: would those complaining rather see Qantas go bust?

 

[Port Power]

Well as I mentioned, I was told arrivals access is not allowed due to covid in brisbane when I tried to use it. I guess I just put that info together with the notice on the website, and moved on...

Fair enough. You made an assumption.

The implied question in my post was: would those complaining rather see Qantas go bust?

I don’t think allowing members entry on arrival will cause the airline to “go bust”!

 

[Vic]

Fair enough. You made an assumption.



I don’t think allowing members entry on arrival will cause the airline to “go bust”!

No, I combined two bits of information, and understood the situation.

Yet there seems to be lots of angst in thread about sneaky cost saving. In any case, I didn't say arrivals access would cause them to go bust. I'm just not ignoring the fact that the whole covid thing has been a significant threat to the continued operation of Qantas. As such I'm not going to get my knickers in a twist over arrivals access, since I'd like to be able to use my platinum benefits in the future.