Hi Everyone,
I’m from Qantas Marketing and wanted to make a few points in regards to the latest changes to Qantas Frequent Flyer and specifically for our Platinum Frequent Flyers.
It’s probably not too much of a surprise for you that we often monitor the frequent flyer forums and in the light of the changes we announced this week, we’d like to clarify a few points here on AFF.
Firstly I’d like to thank you all for your honest and candid feedback. The collective knowledge here on loyalty programs here is arguably worth at least a few PhDs
You might be interested to know that online feedback is also provided in regular updates to senior management at Qantas.
On balance, we’ve received good feedback on the changes overall, however it’s fair to say that there has been some vigorous discussion on the change in Platinum lounge access policy. The challenge we face is striking a balance between offering reasonable lounge access, whilst not overcrowding the lounges.
One issue we see is when Members use Qantas lounge facilities and then fly with competitors on the same day. This increases crowding for Members who are flying with us on the day and also gives our competitors a free kick. As you know, anytime lounge access is a particularly unique feature within our program.
However, we have taken your feedback onboard and are happy to make adjustments to this policy and we’re also pleased to let you know about it first!
From 1 February 2011, to access Qantas Domestic or International lounges, Platinum Members must be travelling the same day on a flight that shows on a Qantas (QF), a Jetstar Airline (Jetstar (JQ), Jetstar Asia (3K) or Valuair (VF)) or a oneworld® flight number on your ticket. Other lounge access conditions apply. See Qantas Club Terms and Conditions.
In doing so, Platinum Frequent Flyers will continue to be welcome to use our lounges to freshen up or whilst waiting for colleagues or friends arriving on other flights. We have also specifically noted Jetstar Asia (3K) and Valuair (VF) as included carriers in the definition.
We believe this is a good outcome for our Platinum Frequent Flyers. I understand that this may not fully satisfy all, however we feel this is fair and reasonable overall. Qantas.com will be updated later today with the revised policy.
Thanks for flying with us.
Red Roo.