Some Qantas Elite Travellers Not Match Fit

[kangarooflyer88]

Just thought I'd share an experience from my recent QF trip from Sydney to Lord Howe Island. As I'm sure some of you may be aware, this trip requires checking in at a physical desk to get the boarding pass. No worries I thought, and I strolled to the QF Elite check-in lane. There was one lady ahead of me and I thought, "I'll be in and out in no time!" Wrong! It turns out despite this lady being an "elite" traveller, they literally forgot everything about how to travel sensibly. First they couldn't find their QF card and spent ages looking for it. Then when the agent started checking her in she had 3 "bags" if you would call them that. One of them was a suitcase, so easy enough to check-in. Second item was a bunch of loose items in a grocery bag which required the agent to find something to put over the items so they wouldn't be strewn about.The third item was in a bag (I think) but wasn't packed properly (i.e. bottles of wine). Between the passenger fumbling with her bags and QF card I was easily in queue for 25 minutes. Meanwhile the QF elite line really starts to pile up with one traveller behind me having a tight international>domestic connect to Melbourne (which I let them get ahead of me). The agent was apologetic afterwards, but everyone else in line was saying "piss off" in hushed breath.

An absolute and total mess caused by one traveller. Which makes me wonder whether QF should tighten the requirements before handing out Elite access. Maybe have graduated licensing? Start off with a Learner's Gold status when you've flown enough to qualify for status and completed a multiple choice test checking to see whether you understand how to travel. I could certainly see a question on check-in behaviour appearing there! Then we could move on to Provisional testing, where would-be elites would get their "license," after clearing a immigration and security obstacle course.

All I'm saying is it should be a little bit harder to get elite status and use the elite benefits if you don't know how to travel. You wouldn't let an 8 year old kid drive a car on the M2, why would we allow some of the busiest airports in our nation tie up our most valued guests (i.e. QF Platinum) by people who can't tell the difference between a piece of luggage and a grocery bag?

-RooFlyer88

 

[defurax]

Maybe a test for people gifted WP membership by a P1?

 

[kangarooflyer88]

Maybe a test for people gifted WP membership by a P1?

I fail to see how someone on a Provisional QF elite status could grant status to someone else!

 

[Capricornus]

Or a demerit points / penalties system, start with 13, lose them all - drop one level for a month

 

[Mattg]

Or maybe Qantas should have more than one staff member assisting passengers in the premium check-in line?

BTW, how do you know the passenger wasn't a first time flyer with a business class ticket?

 

[dajop]

Do they really need the QF card though? That surprised me. Some other form of ID should be OK for checkin.

 

[Pushka]

Do they really need the QF card though? That surprised me. Some other form of ID should be OK for checkin.

Agree. QF current card doesn't exist anymore except on the App. Yet we were asked for it just yesterday at a BA lounge in Inverness.

 

[Kendall Roy]

Or a demerit points / penalties system, start with 13, lose them all - drop one level for a month

Double Demerits on long weekends due to increased pax loads.

On a side note, please start policing priority security lines at SYD/MEL!

 

[kangarooflyer88]

On a side note, please start policing priority security lines at SYD/MEL!

Which terminal? As a QF Gold, I completely agree about enforcement here in Terminal 3 of SYD. But we don't really need enforcement in Terminal 2, especially when yours truly is flying JétStar on a Stárter fare!

-RooFlyer88

 

[serfty]

Agree. QF current card doesn't exist anymore except on the App. Yet we were asked for it just yesterday at a BA lounge in Inverness.

The physical current card indeed exists. I have one that I received late last year - had to drag it out twice over the weekend. (BA lounge in SIN was one place.)

 

[kangarooflyer88]

Or maybe Qantas should have more than one staff member assisting passengers in the premium check-in line?

BTW, how do you know the passenger wasn't a first time flyer with a business class ticket?

Indeed, there was only one agent for elites in the whole domestic check-in area that day. What I've seen other airlines do in such circumstances is to allow elites to cut across the general check-in area when an agent from that side is available. Then again, I've also seen other airlines not elite check-in to virtually every status level (i.e. United requires at least United Premier Gold/Star Alliance Gold for that feature) and some even segregating check-in desks by elite status (i.e. Air Canada has a desk for "Silvers" in the 35K program, regular elite priority for E50K/Star Gold, higher priority for E75K and top priority for SE 100K members). I know QF isn't other airlines and doesn't even pretend to be one on TV, but it would be refreshing for QF to start to take some cues from other airlines on how to do things.

I should also point out that the treatment of elites varies between airports in Australia. Whilst check-in priority seems limited to an extra check in desk at out stations like SYD, at major hubs like BNE, they have a dedicated premium check in area segregated from all other travellers (including own security) which afterwards you are whisked away to the QF Pub/Lounge rather than having to deal with the distractions of Duty Free.

You also raise a good point about how am I sure what type of passenger they were. Quite frankly, I can't tell you that. I suppose I could've gone up to them and asked to verify their QF card and boarding pass as they do in lounges, but I reckon that would attract scrutiny by airport security. I'm certainly not going to miss my chance to visit Lord Howe just so I can play the role of a Lufthansa lounge dragon at FRA. What is clear though is frankly anyone with a pulse can get into that lane, it's practically open to everyone regardless of traveller's experience or qualifications!

-RooFlyer88

 

[MrJetset]

People on here and FT assume all elites are savvy travellers. It is simply not true.

 

[RichardMEL]

I reckon rather than having a go at one pax and whatever may or may not have been going on with them the issue - as raised above - is that there were not enough staff for premium pax (ie why not two desks at a major hub like SYD?). If there's any story here, that's the one.

And we all know about the staffing issues (and staff cuts in general because you know app everything etc) and those two combined are likely the issue.. and none of those are the fault of a passenger just trying to check in and seemingly being a bit flustered finding id or whatever.

imo

 

[kangarooflyer88]

I reckon rather than having a go at one pax and whatever may or may not have been going on with them the issue - as raised above - is that there were not enough staff for premium pax (ie why not two desks at a major hub like SYD?). If there's any story here, that's the one.

And we all know about the staffing issues (and staff cuts in general because you know app everything etc) and those two combined are likely the issue.. and none of those are the fault of a passenger just trying to check in and seemingly being a bit flustered finding id or whatever.

imo

I agree that staffing shortages are part of the cause, but it's not fair to say it's the only cause. How many of us pre-COVID, pre cutbacks, pre all this nonsense were stuck in a queue because someone couldn't figure out how to check-in, or removed their shoes or put their liquids in a clear plastic bag despite this not being a requirement since the Bush administration? It's for this reason why I'm a firm believer that we need to train the young uns how to travel now to avoid this pandemic of queues. Perhaps a course in kindergarten where kiddos have to go through metal detectors and other screening? Better yet, I hear if they were enrolled in a US school, this would be complimentary

Yes Qantas does have a lot of the blame for this, but there are clearly travellers who aren't match fit who still have access to these services which slow down those of us who know what we're doing and count on there being competent travellers in the line.

-RooFlyer88

 

[Kangol]

People on here and FT assume all elites are savvy travellers. It is simply not true.

People get OWE and suddenly think they're Ryan Bingham

 

[RichardMEL]

yeah but you get these pax using all airlines and (most) airports from time to time. We've all been there. Heck the other day at (airport name redacted) some entitled knob did not take his headphones off when going through the body scanner. Yes.. it was me. Does that make me not match fit? Or just a lack of coffee that morning?! I consider myself pretty savvy and know all the bits and pieces of check in, security, etc... I've flown a bunch of sectors this year already, etc.... but yeah I had a dumb lapse.

it happens.

in terms of the pax in question who knows what their day has been like? who knows what has happened in their life? Who knows if they just received bad (or great) news? All I'm trying to say is focus less on individuals when anything could be going on.. and that person probably feels like a right dil for not being able to find their bits and pieces in a timely manner.. I know I sure did for having to go back through security etc because it stuffed up the line for 30 or so seconds...

yeah it's frustrating as hell. We've all been in the priority security line (for example) when people don't seem to know what the drill is... but that's all part of life and travel's rich tapestry.

imo.

 

[Kendall Roy]

 

[dajop]

yeah but you get these pax using all airlines and (most) airports from time to time. We've all been there. Heck the other day at (airport name redacted) some entitled knob did not take his headphones off when going through the body scanner. Yes.. it was me. Does that make me not match fit? Or just a lack of coffee that morning?! I consider myself pretty savvy and know all the bits and pieces of check in, security, etc... I've flown a bunch of sectors this year already, etc.... but yeah I had a dumb lapse.

Ditto. I flew out of ORD the other day and forget to take off my shoes and put them through the conveyor. In my defence I noticed a lot of people weren't (pre-check) and wasn't required to remove them 3 days earlier @smf so had assumed rules had changed. But still should have noticed everyone in my conveyor was.

 

[Lynda2475]

On a side note, please start policing priority security lines at SYD/MEL!

They were policing them last Friday afternoon at SYD in T3.

 

[SeatBackForward]

People on here and FT assume all elites are savvy travellers. It is simply not true.

Chairmans Lounge would like to have a word with you...