RSA MEL F Lounge Qantas Official Response (Refused Drinks)

[TomVexille]

I really don't care (can't access first lounge anymore...: ( ....demoted to life time gold sadly )....it is just that things don't add up....why use RSA excuse if they allow self serve wine (or even beer) ?...as I said, sometimes complaining about free stuff is seen as ungrateful , even if you feel like the service is lacking...better to write (a letter is worth a hundred phone calls)...we all see the world from our own perspective...this is human nature...so is waking up in a ****e mood.

I get where you're coming from, but it was insulting for the manager to come over and insinuate that we were all drunk. Secondly, on that day, there was no self serve wine in MEL. And third, it wasn't me that provided the feedback. Completely out of my control.

 

[blackcat20]

Even if there was self serve wine, helping yourself after being RSAd is likely to see you booted out, and possibly told not to come back...

 

[Flying mermaid]

I really don't care (can't access first lounge anymore...: ( ....demoted to life time gold sadly )....it is just that things don't add up....why use RSA excuse if they allow self serve wine (or even beer) ?...as I said, sometimes complaining about free stuff is seen as ungrateful , even if you feel like the service is lacking...better to write (a letter is worth a hundred phone calls)...we all see the world from our own perspective...this is human nature...so is waking up in a ****e mood.

The problem is bad service is bad service. I've has some fairly poor service when I have been in there on a $20,000 fare. I don't tend to complain because I can't be bothered, but I certainly don't view it as "free stuff". It is part of what I expect to get as part of my fare. If the staff are starting to discriminate based on who they perceive are high value customers where does that end. I leave my jewellery behind when I travel (on the whole - I have crept in a few small pieces to Mr FM's annoyance, as otherwise I suffer jewellery deprivation syndrome), and I dress down. Does that mean someone in the F lounge is going to decide I am a Y passenger and give me shoddy service?

 

[RooFlyer]

I really don't care (can't access first lounge anymore...: ( ....demoted to life time gold sadly )....it is just that things don't add up....why use RSA excuse if they allow self serve wine (or even beer) ?...as I said, sometimes complaining about free stuff is seen as ungrateful , even if you feel like the service is lacking...better to write (a letter is worth a hundred phone calls)...we all see the world from our own perspective...this is human nature...so is waking up in a ****e mood.

To which the obvious reply is: trying to figure out why the RSA thing was introduced .. into a couple of cases being discussed here ... is one of the points of the thread. And if there is an element of 'customer complaining' (it wasn't a complaint as far as I can tell, but a reply to an enquiry from staff whether everything was OK, or similar), then its downright unprofessional to respond in the way described.

The best service establishments like hearing about bad experiences - so they can continually improve (or, manage the complainants ).

I'm sure there are a greater proportion of Richard Craniums in those lounges than in general. I couldn't put up with working in that environment, and I admire those that do. But hopefully the taking out of frustrations on customers is rare and if discovered, is responded to by management appropriately.

 

[amaroo]

I really don't care (can't access first lounge anymore...: ( ....demoted to life time gold sadly )....it is just that things don't add up....why use RSA excuse if they allow self serve wine (or even beer) ?...as I said, sometimes complaining about free stuff is seen as ungrateful , even if you feel like the service is lacking...better to write (a letter is worth a hundred phone calls)...we all see the world from our own perspective...this is human nature...so is waking up in a ****e mood.

I've recently dropped to LTG. Won't stop me entering FCL's around the world - next visit is three weeks for QF1, then two weeks later for the return on QF2

 

[Flying mermaid]

I've recently dropped to LTG. Won't stop me entering FCL's around the world - next visit is three weeks for QF1, then two weeks later for the return on QF2

What date on QF1? We are on it on the 10th April?

 

[TheRealTMA]

The problem is bad service is bad service. I've has some fairly poor service when I have been in there on a $20,000 fare. I don't tend to complain because I can't be bothered, but I certainly don't view it as "free stuff". It is part of what I expect to get as part of my fare. If the staff are starting to discriminate based on who they perceive are high value customers where does that end. I leave my jewellery behind when I travel (on the whole - I have crept in a few small pieces to Mr FM's annoyance, as otherwise I suffer jewellery deprivation syndrome), and I dress down. Does that mean someone in the F lounge is going to decide I am a Y passenger and give me shoddy service?

Why put up with such bad service? Politely point out to the staff member that you are not happy and that on a $20K fare, there are plenty (well, some) other airlines that would value your repeat business. Then ask them to write down their name for the complaint you will be making to QF.

As another said, good companies and establishments do actually value negative feedback so they can improve their service. We don't all have to put up with such incompetent staff. Let's not adopt the English disease of accepting bad service and not maintaining the rage.

 

[amaroo]

What date on QF1? We are on it on the 10th April?

14th April. Just like IST - missed it by that much

 

[Flying mermaid]

Why put up with such bad service? Politely point out to the staff member that you are not happy and that on a $20K fare, there are plenty (well, some) other airlines that would value your repeat business. Then ask them to write down their name for the complaint you will be making to QF.

As another said, good companies and establishments do actually value negative feedback so they can improve their service. We don't all have to put up with such incompetent staff. Let's not adopt the English disease of accepting bad service and not maintaining the rage.

Yeah I know, but the older you get the less you want to hassle. Just being alive and enjoying yourself is precious.

 

[Flying mermaid]

14th April. Just like IST - missed it by that much

Damn - would have been fun to be in F together

 

[harvyk]

and I dress down. Does that mean someone in the F lounge is going to decide I am a Y passenger and give me shoddy service?

I agree,

What a person is wearing these days a pretty poor way of determining a pax's actual worth and value.
You can have the work experience kid in a full suit and tie, and you see billionaires in jeans and a t-shirt.

Gone are the days a persons dress standards being any reflection to their standing in society.

So making decisions on how a person should be treated based on what they are wearing can be very dangerous territory.

 

[amaroo]

Damn - would have been fun to be in F together

+1 ... next time!

 

[prozac]

Flying mermaid, Kate doesn't wear much in the way of jewellery either. Neither did Jackie Kennedy come to think of it.

 

[Flying mermaid]

Flying mermaid, Kate doesn't wear much in the way of jewellery either. Neither did Jackie Kennedy come to think of it.

I am not in their league, but I do like my bling. However crazy to take it overseas where it is just a temptation to people.....

 

[blackcat20]

I am not in their league, but I do like my bling. However crazy to take it overseas where it is just a temptation to people.....

I do know of someone who had their jewellery stolen while showering in the CL so not the worst idea to leave the good stuff at home.

 

[TheRealTMA]

I am not in their league, but I do like my bling. However crazy to take it overseas where it is just a temptation to people.....

LOL. Bit of bling is good. Valued individuals or well travelled people don't posh up up for FJ travel.

as an addendum, the unbelievably rich Russians in Europe these days in 3 star Michelin restaurants and very expensive hotels, are alway the 'worst' dressed (although some of the associated women would put the Queen to shame) and they would not be allowed into an RSL club in Australia. As a further aside, I am always amused by Y people in suits on international flights.

 

[DC3]

... The lounge is not a "free for all bar" Its somewhere that members can sit in quiet contemplation, enjoy A beverage & something to eat, read a magazine, work on their computer or have some quiet conversation with friends before their flight departure ....

I don't think that anyone is really disagreeing on this.

I'd like to think that the person who's turning off the drinks is accountable, and not making decisions based on wrong information. There are members here who have said that the number of drinks consumed was nothing like what they were accused of drinking (i.e., friends who had already left, wrong/different tables).

And from what I've seen of the FL in SYD and MEL (admittedly only once in MEL, but numerous times in SYD), there's been no such behaviour as you may have experienced in some lounges.

 

[blaz]

The problem is bad service is bad service. I've has some fairly poor service when I have been in there on a $20,000 fare. I don't tend to complain because I can't be bothered, but I certainly don't view it as "free stuff". It is part of what I expect to get as part of my fare. If the staff are starting to discriminate based on who they perceive are high value customers where does that end. I leave my jewellery behind when I travel (on the whole - I have crept in a few small pieces to Mr FM's annoyance, as otherwise I suffer jewellery deprivation syndrome), and I dress down. Does that mean someone in the F lounge is going to decide I am a Y passenger and give me shoddy service?

I agree...but by "free" stuff I mean that it has no added cost to you (once your fare is paid).....and I always look like a y passenger (even when I travel business), and am always treated differently by different people, and am aware very quickly when some one is acting like they are having a bad day, but this is beyond my control....I wasn't there, but I know for sure ,that if you take on some one that has woken up on the wrong side of the bed, things go downhill fast....much better to take photos and write....believe me, if this guy is a problem, then you won't be the only one who has complained.....then enjoy a welcome champagne (or 3)on the flight.

 

[medhead]

RSA MEL F Lounge Qantas Official Response ( Refused Drinks)

I agree...but by "free" stuff I mean that it has no added cost to you (once your fare is paid).....and I always look like a y passenger (even when I travel business), and am always treated differently by different people, and am aware very quickly when some one is acting like they are having a bad day, but this is beyond my control....I wasn't there, but I know for sure ,that if you take on some one that has woken up on the wrong side of the bed, things go downhill fast....much better to take photos and write....believe me, if this guy is a problem, then you won't be the only one who has complained.....then enjoy a welcome champagne (or 3)on the flight.

Being complimentary does not mean it's free. It costs much in time and money to be able to access the first lounge as platinum. And first class fares are expensive. A first class fare buys the service, food and drink. It is not free, it has been purchased.

 

[opusman]

As a further aside, I am always amused by Y people in suits on international flights.

You haven't seen a Y person on an international flight since 1992