Refused entry at Wellington Qantas Lounge as QF Plat flying JQ

[justinbrett]

As someone who is a QF Gold and takes pride in flying on JQ MAX sale fares to earn status, I take exception to such remarks!


As others have pointed out, yes per the QF website you should have been allowed in, no debate there. What is important to remember, particularly at outstations like WLG is that airline staff won't be trained as much on such nuances and may even disregard the information you show directly from the airline's website. To give you a concrete example of this, I was flying AC back in late July from LAX to Toronto on a United issued ticket. I wanted to apply the eUpgrade credits I earned to the flight to upgrade my Comfort fare to J. Per the website, since I'm on a United issued ticket, I must make the request in person at the airport at check-in time (i.e. T-24). I visit LAX at T-24 to request the check-in and was told sorry that can't be done since your ticket wasn't issued by AC. I showed them the AC website stating that such a request could be made, they checked with a station manager and was told the same story, "sorry can't be done!" Rather than arguing, I thought oh well, I'll try again tomorrow at the gate when my flight departs. Did the same dance, got the same results.

How do you address these things? Honestly, I think a well written email to executives and/or the loyalty department will go a long way. Certainly, I'm now less inclined to chase AC elite status and an AC flight knowing that they won't honour eUpgrade requests.

BA outstation lounges are notorious for rejecting pax flying with other oneworld airlines, depsite the ow rules.

Wait - we've had this discussion!

Refer Lounge Dragon Stories

 

[kangarooflyer88]

BA outstation lounges are notorious for rejecting pax flying with other oneworld airlines, depsite the ow rules.

Wait - we've had this discussion!

Refer Lounge Dragon Stories

Wait I will say, though, is that some airlines do handle outstations better than others. Case in point, Lufthansa. I was flying EuroWings in a light (basic economy) fare back in 2019 from Berlin Tegel to Las Vegas (via Dusseldorf) as a United Premier Gold. Ordinarily I would not have access to this lounge on account of me flying Eurowings in Basic Economy, however, United and ANA at the time had a specific carve out allowing their elites into the Senator lounge. You can imagine my surprise after showing my boarding pass and after the lounge agents had a quick check over the regulations that I was allowed in, no fuss at both Tegel and Dusseldorf! It would seem that Lufthansa was prepared for this situation and despite the agents not knowing off hand if it was possible, could refer to their chart and confirm that indeed I was eligible. Pity that Qantas and other airlines couldn't provide such resources to their agents!

-RooFlyer88

 

[NM]

If confronted with lounge access denial when I know it should be granted, I would politely state something like:

"Are you happy for me to report this experience to Qantas management including details of this location, date, time and my flight details, as I believe I am being denied entry to the lounge as described in the Qantas Frequent Flyer published terms and conditions?"

If the answer is "yes", then I walk away and make a complaint to Qantas FF, ensuring enough information is provided to identify the staff on duty at the time. And I have given then an opportunity to change their mind or reconsider their decision first.

 

[kangarooflyer88]

If confronted with lounge access denial when I know it should be granted, I would politely state something like:

"Are you happy for me to report this experience to Qantas management including details of this location, date, time and my flight details, as I believe I am being denied entry to the lounge as described in the Qantas Frequent Flyer published terms and conditions?"

Whilst I can appreciate your wanting to lay the law down on the agents, my question to you is what are you getting out of this? Such a confrontation will make the agents defensive and you're assuming they can't do anything on their end to screw you over (which IMHO is a big assumption). Don't believe me? Look at what happened to Jacquie Lambie when she had a tirade at the QF Chairperson's lounge.

-RooFlyer88

 

[NM]

Whilst I can appreciate your wanting to lay the law down on the agents, my question to you is what are you getting out of this? Such a confrontation will make the agents defensive and you're assuming they can't do anything on their end to screw you over (which IMHO is a big assumption). Don't believe me? Look at what happened to Jacquie Lambie when she had a tirade at the QF Chairperson's lounge.

-RooFlyer88

I would deliver my comment without any aggression, just matter-of-fact and walk away quietly, so not in any way "laying down the law", but making an enquiry. I would not deliver it in such a manner that would be construed as "confrontation". Perhaps even start with "we seem to have different understanding of the entry requirements, ...".

I would hope the outcome would be one of two things:

1. They reconsider and allow me entry
2. My report to QFF would be taken as identifying a need for staff training which would result in them not making the same mistake again. By identifying the time and place, QFF management can identify the staff that require further training.

 

[kangarooflyer88]

I would deliver my comment without any aggression, just matter-of-fact and walk away quietly, so not in any way "laying down the law", but making an enquiry. I would not deliver it in such a manner that would be construed as "confrontation".

The way you phrased it, it doesn't matter how you say it, it's gonna seem like a confrontation by the traveller. How would you like it if someone came up to you whilst you were working and said, "would you be happy if I reported you to your boss?" Even if you are going to write that email to Stephanie Tully or heaven forbid Uncle Alan, you don't have to "warn" them or do anything like that. And think about it from their standpoint for a second, they get hassled every day by DYKWIA types who think that their credit card will get them in. Yes by all means point out the lounge access policy, but I think at some point you need to draw the line and realize, this conversation isn't productive, I need to write a note to the people in charge at QF instead of escalating further.

-RooFlyer88

 

[Zanzara]

I read that as you're in the Walgett J lounge (Walgett airport icao code YWLG) and going outside amongst the Great Unwashed

would have been amongst them all anyway. flying JQ after all.

 

[NM]

The way you phrased it, it doesn't matter how you say it, it's gonna seem like a confrontation by the traveller. How would you like it if someone came up to you whilst you were working and said, "would you be happy if I reported you to your boss?" Even if you are going to write that email to Stephanie Tully or heaven forbid Uncle Alan, you don't have to "warn" them or do anything like that. And think about it from their standpoint for a second, they get hassled every day by DYKWIA types who think that their credit card will get them in. Yes by all means point out the lounge access policy, but I think at some point you need to draw the line and realize, this conversation isn't productive, I need to write a note to the people in charge at QF instead of escalating further.

-RooFlyer88

If they believe they are right, then I expect they would say "yeah, no problem, go ahead". I would not allow it to deteriorate into a slanging match. Anyone who knows me would know that is not my way. And of course "reading" the staff member's position (body language, tone etc.) and responding appropriately is all part of the process.

 

[Franky]

Whilst I can appreciate your wanting to lay the law down on the agents, my question to you is what are you getting out of this? Such a confrontation will make the agents defensive and you're assuming they can't do anything on their end to screw you over (which IMHO is a big assumption). Don't believe me? Look at what happened to Jacquie Lambie when she had a tirade at the QF Chairperson's lounge.

-RooFlyer88

There’s a difference between a tirade, and advising them they are wrong, or even asking to see a Supervisor to sort out the problem. I’m sure the LDs can look up the detail just as easily as I can, and I’m no expert…

 

[justinbrett]

In my experience once they work out you know what you're talking about, they give up and let you in - even if they insist you are still wrong but they'll "make an exception this time". It's not worth their salary to argue with you.

This actually does require you to know and quote the rules, I'm not saying you can get into any lounge by arguing.

 

[p--and--t]

In my experience once they work out you know what you're talking about, they give up and let you in - even if they insist you are still wrong but they'll "make an exception this time". It's not worth their salary to argue with you.

This actually does require you to know and quote the rules, I'm not saying you can get into any lounge by arguing.

Agreed.

In Cairo airport we were initially refused entry to a published Diners Club benefit lounge.

I called up the list of lounges on my mobile from the Diners website and handed it to her. She muttered in Arabic to her compatriot and still refused access.

I remained standing there and a couple of other passengers started queuing behind me.

She looked at her compatriot and shrugged her shoulders and opened the barrier to let us in.

 

[kangarooflyer88]

There’s a difference between a tirade, and advising them they are wrong, or even asking to see a Supervisor to sort out the problem. I’m sure the LDs can look up the detail just as easily as I can, and I’m no expert…

The distinction between a tirade and advising them they are wrong is all in the eyes of the beholder. Certainly if action was taken against a traveller by the agent it would very much be a matter of he said, she said, and whose side do you think the airline would be on? Going back to the alleged Jacquie Lambie outburst, how do we know that she said those things at the time? Sure she did later apologize (implying she may have said those things) but again would be a case of he said/she said.

In Cairo airport we were initially refused entry to a published Diners Club benefit lounge.

I try and avoid the Cairo airport as much as possible, especially for international departures. Cairo was the first airport where I had to breathe into a paper bag to control my hyperventilation after being in the security queue for several hours in the Star Alliance Gold Track security lane. This on its own raised some eyebrows with security but I explained my condition to the security guard and after some back and forth they understood. Don't want another mental breakdown like the old United Newark Terminal A security choke point!

-RooFlyer88

 

[qreality]

Not correct.

Qantas Lounge Access Eligibility | Qantas

Find out more on Qantas Lounge access eligibility whether your traveling in First, Business; are a Qantas Frequent Flyer, Qantas Club or oneworld member.

www.qantas.com

Last week flying JQi from CHC I entered the 3rd party QF lounge (as always)

Would make a complaint. But expect it will go no where
On line or Qantas Frequent Flyer <[email protected]>

It was a rather unfortunate indeed.

I think it is almost a common knowledge that you can access Qantas lounge when flying Jetstar if your status allows you to. I am not defending Qantas here, but I am afraid showing the screenshot from the Qantas website regarding lounge entry rules will probably not help much because the message is still not clear. Notice that footnote '+' sign accompanying the 'Jetstar' column? If you scroll down, it says you have to be flying business max fare too and no guest is permitted too!!!! This is a clear contradiction to the big screaming 'green tick' sign (footnote 2) saying 1 guest is permitted. (See below screenshots).







While in many forums and frequent flyer web pages state that you are eligible to access Qantas lounge when flying Jetstar if your status is Gold or above (and my personal experiences have confirmed that), the website still gives conflicting information.

I wish Qantas would be clearer with the communication. This is creating confusion and potentially reduces the attractiveness of reaching and retaining certain Qantas status.

By the way, the screenshots above are recent - took them just now.

 

[kangarooflyer88]

It was a rather unfortunate indeed.

I think it is almost a common knowledge that you can access Qantas lounge when flying Jetstar if your status allows you to. I am not defending Qantas here, but I am afraid showing the screenshot from the Qantas website regarding lounge entry rules will probably not help much because the message is still not clear. Notice that footnote '+' sign accompanying the 'Jetstar' column? If you scroll down, it says you have to be flying business max fare too and no guest is permitted too!!!! This is a clear contradiction to the big screaming 'green tick' sign (footnote 2) saying 1 guest is permitted. (See below screenshots).


View attachment 316593


View attachment 316594

While in many forums and frequent flyer web pages state that you are eligible to access Qantas lounge when flying Jetstar if your status is Gold or above (and my personal experiences have confirmed that), the website still gives conflicting information.

I wish Qantas would be clearer with the communication. This is creating confusion and potentially reduces the attractiveness of reaching and retaining certain Qantas status.

By the way, the screenshots above are recent - took them just now.

I agree that the language there is unclear and nonsensical. I mean if you are flying on a Business Max fare, status is irrelevant when it comes to lounge access. It's sort of like saying if you hold QF Platinum and are flying QF F, you have access to the First class lounge. Well no cough Sherlock! From my (limited) experience, when flying JetStar internationally you do get lounge access. In particular, when I flew JetStar last year to Honolulu there was no issue accessing the Qantas Business lounge at SYD. Similarly when flying back from HNL to SYD (which at that time had no QF lounge), I was able to enquire at the QF check-in desk and was given a lounge pass for the Delta Airlines lounge (which they were using as a temporary lounge).

 

[Mwenenzi]

I have never has issues assessing QF lounges, as QF gold-QF club, when flying JQ starter flights in AU or NZ.
But have not tried to enter the WLG Business lounge.

Wellington is not an "International First Lounge"

https://www.qantas.com/au/en/qantas-experience/at-the-airport/airport-lounges/all-qantas-airport-lounges.html

https://www.qantas.com/au/en/qantas-experience/at-the-airport/airport-lounges/all-qantas-airport-lounges/airport-lounge-locations.html/wlg/International%2520Business%2520Lounge.html?int_cam=au%3Aall-qantas-airport-lounges%3Aheading-and-links%3Anew-zealand-airport-lounges%3Aen%3Ann

 

[kangarooflyer88]

I have never has issues assessing QF lounges, as QF gold-QF club, when flying JQ starter flights in AU or NZ.
But have not tried to enter the WLG Business lounge.

Wellington is not an "International First Lounge"

https://www.qantas.com/au/en/qantas-experience/at-the-airport/airport-lounges/all-qantas-airport-lounges.html

Irrespective of the status of the lounge, what seems clear from this story is that QF lounge personnel at some outstations have not received sufficient training or resources on how to judge whether someone can enter their lounge. This isn't a QF specific thing, I've encountered similar things flying UA and AC at outstations. Yes you can come prepared with all the info from the QF website, but frankly it's still a coughshoot whether you'll get in. Some agents are insistent on their policy irrespective of what the airline's website says. This happened to me at LAX when AC agents (including a station manager) repeatedly told me that no you can't use your eUpgrade credits on this AC flight because it wasn't ticketed by AC (even though AC's website says otherwise). When I posted this issue on FlyerTalk people told me to keep pushing and that this never happened to them (well it happened to me).

I think the best one can do in these denial situations is to write a letter although even then there is no guarantee it will be addressed unless of course you are a member of the chairperson's lounge, in which case it likely will be addressed (then again who has a chairperson's lounge membership and chooses to fly JQ?)

-RooFlyer88

 

[jpp42]

Similarly when flying back from HNL to SYD (which at that time had no QF lounge), I was able to enquire at the QF check-in desk and was given a lounge pass for the Delta Airlines lounge (which they were using as a temporary lounge).

Interestingly, I was refused a lounge pass when flying JQ economy as a QF WP, HNL-SYD like you, this was in Nov '22. I was told due to the closure of the QF lounge, access was only available for those actually flying Jetstar Business (which is in accordance with normal rules for partner lounges, so not surprising). Odd that you got a pass as SG!

 

[kangarooflyer88]

Interestingly, I was refused a lounge pass when flying JQ economy as a QF WP, HNL-SYD like you, this was in Nov '22. I was told due to the closure of the QF lounge, access was only available for those actually flying Jetstar Business (which is in accordance with normal rules for partner lounges, so not surprising). Odd that you got a pass as SG!

Yes but who did you speak to? In my case it wasn't JQ check-in it was the QF check-in desk after checking in with JQ for my SYD flight.

 

[jpp42]

Yes but who did you speak to? In my case it wasn't JQ check-in it was the QF check-in desk after checking in with JQ for my SYD flight.

I spoke to a station chief who had both Jetstar and Qantas lanyards on , I figured she was the station chief for both sides of the Qantas Group, but might be wrong. It was definitely a Qantas Group employee as she had a different uniform to the rank-and-file agents. They were using the same check-in desks for both the QF and JQ flights when I visited (I came through HNL a few times for inter-island flights on Southwest which happened to be nearby, so I noticed that it was the same desks).

 

[Mwenenzi]

Or just a Menzies employee, with a QF uniform. Menzies/PlaneBiz or equal are the contractors to QF at many small airports.
QF have "out sourced" many core functions.

Pubic information

https://nz.linkedin.com/company/planebiz-limited

https://nz.linkedin.com/in/monita-reddy-9b479285?trk=org-employees

Monita Reddy
Station Manager at Planebiz Ltd (QANTAS/SINGAPORE AIRLINES AND AIR CHATHAM)
Wellington Region, New Zealand

She has been there since 2014

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