Varying (Decreasing?) Levels of Service at the MEL/SYD First Lounges

[legroom]

Re: MEL First lounge joins PER RSA push

I've been offered lounge tours several times at both MEL and SYD.

I ain't complaining knowing my lowly WP status and probably wearing a cheap T shirt thus explaining the lack of any offer for such a tour.

Won't ask / expect / request for one either !

BTW, how recent was your experience of such tours ? Serfty's was in 2007.

 

[straitman]

Re: MEL First lounge joins PER RSA push

Having never been in the f lounge and aspiring to visit ...my dreams are now shattered... whats next Santa Clause dosn't exist.

Just don't even think about the Easter bunny.

Yes. Short term I'm much more worried about the Easter Bunny! :shock:

 

[clazman]

Re: MEL First lounge joins PER RSA push

So are Coles and Woolies seeing they have had easter eggs on the shelves for a month already .... Cadbury creme eggs are dead to me

Hmm back on topic, what are peoples expectations when in the f lounge ... QF servants?

 

[katiebell]

Re: MEL First lounge joins PER RSA push

For those of us getting access as WP or F pax we have actually paid for this by our purchase of tickets over the preceding year or the current F ticket so although "free at the point of service" we have actually paid for it. In addition, QF make a big deal about the Flounge and should ensure consistency of standards and that these match the advertised/promoted standards. Not too much to expect.

Everyone can have an off day but we still need to put on a professional face and do the job we are paid to do. If front of house that means maintaining customer care standards.

Quiet feedback should be welcomed by staff as this a chance to improve without it being raised with higher management. I was once told that a complaint is a gift as it is an opportunity to improve given by someone who cares enough about your business to give you that opportunity.

 

[serfty]

Re: MEL First lounge joins PER RSA push

....

BTW, how recent was your experience of such tours ? Serfty's was in 2007.

The offers of tours had evolved to the seating escort by around 2010.

These days when solo I am generally left to make my own way but tour offer seemingly always when SWMBO in tow.

 

[MrJetset]

Re: MEL First lounge joins PER RSA push

I have only been escorted to a dining table when flying F. When in a party of more than 2 they generally reserve a table for your arrival.

In J or on JQ you have to seat yourself.

 

[Economy_Gold]

Re: MEL First lounge joins PER RSA push

For those of us getting access as WP or F pax we have actually paid for this by our purchase of tickets over the preceding year or the current F ticket so although "free at the point of service" we have actually paid for it. In addition, QF make a big deal about the Flounge and should ensure consistency of standards and that these match the advertised/promoted standards. Not too much to expect.

I fully agree and since I became WP in 2009 I have seen the standards in the Flounge definitely slip. The service is much less pro-active (is that a result of staff cuts?) and, while they are still great lounges, the Flounges in SYD and MEL are now clearly below the world's best. As the world's best I count for example the LH First Class Terminal in FRA and I even had better service (sometimes) in the BA LHR T5 Flounge than in the SYD Flounge.


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[amaroo]

Re: MEL First lounge joins PER RSA push

Having used the old SYD F lounge, I'm reminded how lucky we are to have a couple of World Class Lounges to see us on our journey. Having used the current SYD F lounge since its inception, I've never been disappointed with the ambience, staff or service.

I've used the lounge as an F / J / PE & Y passenger on a number of different airlines - each experience has been equal in quality and service. QF really have hit the bullseye with these lounges .... 9 years later, the others still haven't caught up!

 

[Flying mermaid]

Re: MEL First lounge joins PER RSA push

I think any slip in service is just a function of the number of passengers in the F lounge these days. My first visit to the F lounge in Sydney was as an F passenger in July 2007. We were offered a tour as well and the lounge was pretty deserted. Waiter service at the chairs was frequent and immaculate.

If I come in as an F passenger these days I am still offered an escort to the dining room by the F host and s/he has a word with the waiter. When I come in as a WP I am welcomed but no escort. Have found service in the dining room excellent in both scenarios. Where it falls down now in busy periods is waiter service at the chairs. - too many people for the poor staff to cope with and I have given up expecting to have anyone approach me - I just go to the bar and ask for a refill.

 

[N860CR]

Re: MEL First lounge joins PER RSA push

I'll give it another try in a few weeks (scary that I haven't been into the Syd lounge for over a year). Flying F this time so we'll see if it makes a difference

 

[maninblack]

MEL First lounge joins PER RSA push

Certainly the lounges are good, F passengers definitely asked if they want a table to dine, service seems solid to me over the years but novelty factor has diminished. Overall certainly better than say The Wing F lounge except the bathrooms and showers. Qantas does not do good showers. Too many JQ and economy OWE's in there, I think you should at least have to be an OWE traveling J to get in. Or an actual F traveler of course.

 

[Interlude]

Re: MEL First lounge joins PER RSA push

Recently departed SYD for HNL, after a spa, shower, meal, drinks, barista coffee, comfort, AND pleasant welcomes/chat from all staff. Connecting flight was on UA, and got an upgrade to "First/Business". Won't say anything about the hard product for the flight (nothing good to say), but was initially pleased to have the chance to check out the United Club lounge. However....staff, furnishings, facilities, food and drinks all very tired. I find it very very hard to find anything to complain about with the MEL and SYD F lounges.....being a lowly Y pax, who has to work very hard to get the SCs to retain WP.

 

[MrJetset]

Re: MEL First lounge joins PER RSA push

IME you are only escorted to a table of you are a QF F pax. If you're in a group of more than 2 they will also reserve a table for your anticipated arrival time to the lounge.

 

[Kangol]

Re: MEL First lounge joins PER RSA push

IME you are only escorted to a table of you are a QF F pax. If you're in a group of more than 2 they will also reserve a table for your anticipated arrival time to the lounge.

I've been to SYD where we have been 2x F and 1x J on the same flight and there has been no escort (First host or otherwise), table reservation or any proactive offering for anything else. Not that it was bad, it was the same great service I've had when not in F..

 

[Flying mermaid]

Re: MEL First lounge joins PER RSA push

I've been to SYD where we have been 2x F and 1x J on the same flight and there has been no escort (First host or otherwise), table reservation or any proactive offering for anything else. Not that it was bad, it was the same great service I've had when not in F..

Was it F on Qantas metal? I've always had an F host escort us to the table when on Qantas metal, but when on Emirates (Qantas code share) then there was no First Host. I talked to Qantas about this and they don't offer the First Host service (or anything else) unless it is on their metal, even when you have booked a code share.

 

[Kangol]

Re: MEL First lounge joins PER RSA push

Was it F on Qantas metal? I've always had an F host escort us to the table when on Qantas metal, but when on Emirates (Qantas code share) then there was no First Host. I talked to Qantas about this and they don't offer the First Host service (or anything else) unless it is on their metal, even when you have booked a code share.

Yeah, QF127. I've read about being escorted from F check-in to the lounge, then from lounge to the gate, but I had none of that. Do they reserve a certain number of tables for F pax if it's busy?

 

[ReLoad]

Re: MEL First lounge joins PER RSA push

Was it F on Qantas metal? I've always had an F host escort us to the table when on Qantas metal, but when on Emirates (Qantas code share) then there was no First Host. I talked to Qantas about this and they don't offer the First Host service (or anything else) unless it is on their metal, even when you have booked a code share.

Good old QF consistency, or lack thereof.....

As a F pax we've never been escorted to a table, not that we need it mind you. No big deal.

Devils advocate (and I don't condone this) if they were to say only allow OWE in J and above, what would/could they do to make the lounges "fancier"?

 

[MrJetset]

Re: MEL First lounge joins PER RSA push

I've said this countless times, but I'll say it again:

If you want a First host, tell them when they call the day before. Tell them you want to be escorted to the lounge or tell the host when you arrive. It is not proactively offered because of a lack of resources.

The lounge dragons should escort you to a table or call someone over to.

Again, only for QF F pax. Status plays no part.

 

[Flying mermaid]

Re: MEL First lounge joins PER RSA push

Yeah, QF127. I've read about being escorted from F check-in to the lounge, then from lounge to the gate, but I had none of that. Do they reserve a certain number of tables for F pax if it's busy?

I have never had escorts from check-in to the lounge or lounge to gate. I suspect you would either have a special need or be a much more upmarket F person to get that. I have always had an F Host greet us on arrival though and take us in, take our boarding passes and come and get us when the flight was called. Once when on a morning flight when the F Host phoned the day before, he did say curb side check in wouldn't be open, but if we needed assistance with luggage we could phone just before we got to the airport and they would come out and take luggage in to the check in area inside. We didn't bother as we travel very lightly.

I once asked if we if we could reserve a table but the Host said it wasn't necessary as they would serve the full menu at the chairs. To be honest I have never failed to get a table.

 

[Flying mermaid]

Re: MEL First lounge joins PER RSA push

Good old QF consistency, or lack thereof.....

As a F pax we've never been escorted to a table, not that we need it mind you. No big deal.

Devils advocate (and I don't condone this) if they were to say only allow OWE in J and above, what would/could they do to make the lounges "fancier"?

I honestly couldn't think of anything - the lounges have everything you could want (I mean it is just a lounge!). Quieter is a different issue - I would trade the Spa and the dining area for a quiet space to sit with just drinks and some light snacks.