RSA MEL F Lounge Qantas Official Response (Refused Drinks)

[blackcat20]

Seems like a reasonable response. My reading of that is that staff have freshly 're-trained' in RSA and may be a little overzealous with it fresh in their mind. Hopefully such an experince doesn't happen again.

 

[prozac]

Good effort by RR to deal with issue within obligatory constraints as well as apologise for tardiness (more than once). I think that is all you can expect. Under the circumstances they will all be a**e covering using the excuse that your group were being ... expressive. Be happy with a small win. I hope it does not happen to you again.

 

[kevrosmith]

Agree with the general sentiment that other's have expressed. It's a very professional response, and certainly not impersonal or just "towing the company line". Of course, I'm sure there'll always be elements of skepticism and conspiracy for some as to the many and varied motives. I think the response should be received in the tone and manner it is obviously intended.

Red Roo mentions various personal and operational issues impacting their participation in AFF.... certainly hope that everything is okay. Red Roo would be a dearly missed member of the AFF community if this continues to abate.

 

[Red Roo]

Ok at last a response...I have raised eve more points with Red Roo and await a further response.

While I have not consented to publically posting this private message, the points you have raised (publicly and privately) suggest this situation requires further investigation. I have nothing more to add, and fear that any response to your private message will be mis-interpreted. As such, I will not be replying to your last message requesting further clarification.

This is in no way a personal issue with you or your family, nor a wider concern for customers using our lounges. The self service of alcohol was not relevant to your example. However if customers are found to be disruptive due to over-consumption, RSA policies still apply. Once again, I acknowledge there may be room for inconsistencies due to the many variable aspects involved.

Apologies if you remain unhappy about this experience, and I fully appreciate your frustrations regarding the delay in my reply. I can only reiterate that I hope both remain a one off.

 

[Ansett]

I would like to add that I also feel the response was good and I have no issue with Red Roo in any way shape or manner and appreciate the apologies and lets hope that this thread at least ensures that it Never Happens to any other member or passengers entitled to be in the lounge.

It is my belief however that we were and others in the past discriminated against on the basis of flying JQ domestic.

 

[opusman]

I think that was a great response from Red Roo, and obviously a lot of time was spent following up on the matter.

 

[medhead]

RSA MEL F Lounge Qantas Official Response ( Refused Drinks)

A couple of direct response to the incorrect points.

Redacted.

If staff are trained to use the suggested generic figures that have been mentioned in thread then the training is wrong. Those generic figures are suggested to keep people below the legal blood alcohol concentration to operate a motor vehicle on the road. That simply is not RSA. I have no idea why Qantas keeps trying to pretend it is RSA. RSA is about preventing people from being intoxicated. There is a vast gaping chasm between less than 0.05 and intoxication. I certainly understand this is Qantas' way of supporting their managers. But it does not change the fact that Qantas staff, if they really are trained as suggested, are inappropriately and incorrectly applying that guideline.

redacted.

Except once you're RSA'd that is suppose to be it. No more drink. Yet inconsistently they were prepared to take orders in 20 minutes.

redacted.

More confusion here. The point made, by me in that case, was that Venue B staff are responsible for Venue B. Venue A staff are not responsible for Venue B, Venue A staff are not responsible for applying RSA at Venue B. They might all be Qantas owned venues, but the crew on the aircraft are the ones who are responsible for safety onboard. The crew on the aircraft are the people responsible for doing the RSA on board. The crew decide if they are going to serve alcohol to a given passenger. The lounge staff have to make sure that people don't get intoxicated in the lounge, the crew make sure people don't get intoxicated on board.

In any case, there is zero risk of intoxication when people are being forced to leave the lounge able to legally operate a private motor vehicle. It's safe enough for them to drive home from the airport, but it's not safe enough for them to sit on an aircraft? I didn't realise I had to be under 0.05 to operate the air vent or recline the seat

Redacted.

Yes, the hong kong lounge is excellent.

___________________________________________________________________________________________


Point 3

If the said Manager was concerned as to RSA would it have not perhaps been pertinent to have asked if any of us were going to be operating machinery and or driving in the next period?

I have raised eve more points with Red Roo and await a further response.

Why even buy into the rubbish that RSA has anything to do with being able to drive a private motor vehicle?

I would also suggest that 0 is the blood alcohol concentration required for operating machinery. 0 is the limit for commercial vehicle operators. 0.05 is only really relevant to private cars.

 

[blackcat20]

I would like to add that I also feel the response was good and I have no issue with Red Roo in any way shape or manner and appreciate the apologies and lets hope that this thread at least ensures that it Never Happens to any other member or passengers entitled to be in the lounge.

It is my belief however that we were and others in the past discriminated against on the basis of flying JQ domestic.

Which leads to the question: why do lounge staff care what flight I'm on (other than for timing purposes)? They don't work for QF directly...

 

[JMFK]

Which leads to the question: why do lounge staff care what flight I'm on (other than for timing purposes)? They don't work for QF directly...

I thought about this today, when I was asked. I concluded that it could just be about gathering data, to find out an average cost per pax per flight/operator. Does it cost more to service a JQd pax in the lounge than a MH pax? What about QF vs CX

Why do I ask my customers how they heard about me - to gather a data point. I may not do anything with the information, but it might be useful to know one day.

Heaven forbid the lounge staff may ask so they know when your flight is boarding, in case they need to rush through an order, or advise you to order a coffee now, if you'd like one before you leave.

I dunno, I don't think it's all doom and gloom out there!

 

[RooFlyer]

FWIW I also think that's a reasonableresponse, except the time frame, which was acknowledged. I understand RR's not buying into the discussion further.

I think, via and thanks to Ansett, that we have the issue well ventilated within Qantas and the lounge operator and excursions to hyperbole excepted (guilty as charged) it was a very worthwhile thread.

Interesting that the words use imply there is only one person being RR at the moment. I thought it was a shared role.

 

[blackcat20]

I thought about this today, when I was asked. I concluded that it could just be about gathering data, to find out an average cost per pax per flight/operator. Does it cost more to service a JQd pax in the lounge than a MH pax? What about QF vs CX

Why do I ask my customers how they heard about me - to gather a data point. I may not do anything with the information, but it might be useful to know one day.

Heaven forbid the lounge staff may ask so they know when your flight is boarding, in case they need to rush through an order, or advise you to order a coffee now, if you'd like one before you leave.

I dunno, I don't think it's all doom and gloom out there!

I meant more in a sense that why should they care that I'm on a cheap/JQ ticket and therefore want to limit my intake as a cost cutting measure? Because there hasn't been any reasonable explanation as to why JQd pax seem to be targeted by RSA inappropriately.

 

[boomy]

So far I read some isolated cases of bad service in the F lounges to pax flying JQd. I don't believe QF is targeting JQd pax because if they did there would be dozens of complaints posted in this thread by now. The answer by RedRoo is as good as we can expect IMO. I hope the OP and others who feel they have been mistreated by the lounge staff will receive some compensation from QF and unless more JQd (or any other) pax come forward with similar experiences as the OP I think this case is closed.

 

[Ansett]

So far I read some isolated cases of bad service in the F lounges to pax flying JQd. I don't believe QF is targeting JQd pax because if they did there would be dozens of complaints posted in this thread by now. The answer by RedRoo is as good as we can expect IMO. I hope the OP and others who feel they have been mistreated by the lounge staff will receive some compensation from QF and unless more JQd (or any other) pax come forward with similar experiences as the OP I think this case is closed.

Hi Boomy

It is not nor never been about compensation it was more that given others have reported same thing and who knows how many haven't, it was about raising the issue to ensure that others are not discriminated against in the future. It seems only to apply to the Melbourne F lounge.

No compensation has been offered or sought.

Happy to Take 9 million FF Points each though LOL

 

[boomy]

RSA MEL F Lounge Qantas Official Response ( Refused Drinks)

Hi Boomy

It is not nor never been about compensation it was more that given others have reported same thing and who knows how many haven't, it was about the raising the issue to ensure that others are not discriminated against in the future. It seems only to apply to the Melbourne F lounge.

No compensation has been offered or sought.

Happy to Take 9 million FF Points each though LOL

I was thinking more in the area of 10K points but it's always good to aim high
I know you were not after compensation but nevertheless I believe you deserve one, even if it's something small from QF that says 'we are sorry for your bad experience'.
People are more likely to post complaints rather then anything else, it's human nature. If QF really target JQd pax be sure many would come forward by now, this thread is going on for a while. It looks to me like a case of bad service by some Flounge staff members in MEL and nothing more at this stage.

 

[drron]

I am with the consensus.This was as good a response as could have been expected.
The issue is out in the open now and hopefully no more complaints.
But Red Roo I see you are here at the moment-please,please don't go.

 

[TheRealTMA]

Time to close this thread. My head can't take anymore.

 

[Ansett]

Time to close this thread. My head can't take anymore.

LOL If its doing your head in unsubscribe and don't read. Simples

 

[opusman]

My head can't take anymore.

No more drinks for you!

 

[Ansett]

<redacted>

Thank you Jesica.

 

[TheRealTMA]

LOL If its doing your head in unsubscribe and don't read. Simples

I like to read of the JQd and their troubles and the Melbourne swill. Just not this much.