When they're bad, they're infuriating

[RedSMS]

In my personal experience, QF have been pretty good to me over the years.

On THU for example, security at MEL locked my carry on, despite me telling him not to as I didn't know the combo. He had to rummage thru my stuff for some reason.

Customer Service bloke inside QP ran the bag over to intl terminal to find universal TSA lock.

That is above and beyond.

And, as I was walking to gate 7, he ran after me with a small BT speaker and my headphones, that security had kindly decided not to place back into my carry on after rescanning the bag on way back from intl terminal.


Today, I'm flying out of BNE up to CNS.
Put my phone down for 5 seconds in QP, and one of the nanny hosts takes it. I turn back and ask 'phone, phone , phone', it was right there!

Ao I has to run up to the j lounge to get it back.

Had about 5 minutes to eat a cheese sandwich and a bowl of soup.

Boarding....

And we walk down a flight of stairs.....a big one.

Leading to an Alliance air 737. No internet, wifi etc.

Had I had known I would have flown Rex.

Wouldn't pay to fly with these people....

Bit spoiled one could say....

But the small things count...

 

[RichardMEL]

I think you mean Alliance E190.

So near as I can tell you are unhappy with a staff member picking up your phone - one presumes for safe keeping(better than someone taking it fullstop) and having to go down stairs to board (possibly an airport issue?) And the lack of wifi/IFE on the aircraft?

So they didn't break anything (MEL dom security are a separate contracted company), delay you, cancel flights and seems went out of their way in MEL and tried to protect your unsupervised property from being potentially stolen in BNE (which could have been prevented if you kept your phone on you)

That about sum it up?

 

[lovestotravel]

Not really seeing what QF did wrong here.

That being said I don't fly them anymore for various reasons and there are many

 

[AustraliaPoochie]

Not that I know for sure why the sec screening person would lock bag up after "inspection".
That one is not run by QF, so its not their problem, so to speak, more so security.
The staff in the QP are not QF employees, I believe they are Accor, and they shouldn't touch phones or bags, as we leave it there on the table on trust, esp people charging their devices which are plugged into outlet, or not.
Other one is, Alliance plane problem, not exactly QF.

 

[RichardMEL]

they shouldn't touch phones or bags, as we leave it there on the table on trust, esp people charging their devices which are plugged into outlet, or not.

There's no indication from the OP that the phone was plugged in or charging, which many do of course.

If the phone was just sitting on a table or bench with no indication that the owner was nearby(ie a bag there) then I think it's reasonable for staff to pick it up. What if the OP had left the lounge and left the phone by accident - theyd likely hope staff had it (or someone handed it in).

Let's say OP had put phone down and wandered off to the loo or bar or something (why you woukd do that I'm unsure, but I digress) and tge phone was stolen, they'd potentially blame QF for allowing it.

Seems every other time I visit a lounge there is an announcement about a some item that has been found or handed in and it's at the desk to collect.

The story as presented sounds like staff attempted to protect an item for property that, to them, was left unattended. OP got it back easily enough- I fail to see how this is bad.

Take responsibility for leaving the phone alone rather than blaming a staff member for actually making an effort to keep it safe imo.

And more to your comment that they shouldn't touch phones or bags - what of the security implications of a unattendeded item?

 

[RedSMS]

I think you mean Alliance E190.

So near as I can tell you are unhappy with a staff member picking up your phone - one presumes for safe keeping(better than someone taking it fullstop) and having to go down stairs to board (possibly an airport issue?) And the lack of wifi/IFE on the aircraft?

So they didn't break anything (MEL dom security are a separate contracted company), delay you, cancel flights and seems went out of their way in MEL and tried to protect your unsupervised property from being potentially stolen in BNE (which could have been prevented if you kept your phone on you)

That about sum it up?

Respectfully, no it doesn't sum it up.
As per my introduction years ago when I joined, I have a rather debilitating skin disorder, disability, disease. Call it what you like. Sometimes I function fairly normally, and at other times, (when the inflammation gets out of control), I'm a mess, am in enormous discomfort and whilst travelling I'm just trying as hard as possible to comply with all procedures and interactions with the various people that I need to deal with, and do it with respect and gratitude, no matter how terrible I'm feeling.

I gave myself an extra 2 hours at the hotel in Brisbane to ensure that I could sit in comfort, peace and quiet in the lounge whilst eating my breakfast.

The check in staff were great.

Security guy was a pest. I like to keep my hat on, because I guess I'm self conscious. They didn't have a problem with it in MEL, so why at BNE? Off it went. I would just prefer that people not stare at me, (although I usually couldn't care less). Only when I'm really suffering guess.

Lounge host told me what everyone in here knows, that silver QFF's don't get entry, but I've got lounge passes up the wazoo, (and had dutifully linked mine to my booking well in advance). She waited for me to inform her that I had linked one of those passes before allowing me in. Didn't understand why that was necessary. Why not be friendly and courteous? Can't hurt...

Got in there, walked towards the J lounge, (as every time I've attempted this, (even when travelling J), nobody has checked me and I always just walked right on in.

This time , The gatekeeper checked my BP and was denied. No crying there.... Rules are rules.

Anyway, limped back to QP, made myself a cheese sandwich and a bowl of soup + plenty of water. Feet and legs were on fire.

I had my phone in the front pocket of my man bag, but must have still had it in my hand as I went to pour the soup. I had another bowl waiting for me at the table, which an attendant took , as she thought that someone had placed their soup there for no other reason than not to consume it...

That annoyed me a bit and took time off the clock.

I left my carry on sitting right in that spot whilst I brought water and soup to table.

The golden rule had me covered: Or so I thought.

Nobody touches, or takes your stuff in the QP, it's etiquette.

I literally took 15 seconds to get back to my sandwich to pick it up, and phone was gone.

I was trying to gain extra time by multi tasking, and I feltcas thoughvIvwas being sabotaged!

Which causes panic. 15 seconds and they had given it to the people at the J lounge. So I had to hobble back there and wait for a free host.

By the time I got back to the table, I had a mere 10 minutes to enjoy and relax. I planned for an hour.

Anyway, ate sandwich. Drank soup, skulled water and headed to gate 16.

I'm gritting my teeth, and as I scan my BP, I realise that there's no jetbridge, and that I needed to haul my bag down them.

Got to the bottom and saw (what appeared to be a 737 due to its pointy nose), I typed OP in a hurry on board as no wifi and hit post just as I realised that it was an Embraer.

Cabin was Arctic, which irritates me. Flight from MEL was boiling hot. Seems you rarely get a comfortable cabin temp.

Anyway, to your point. Safety is the only aspect of the journey that must be flawless. You're absolutely right.

Given the state I was in, I didn't want them, nor would I ever expect any air operator to compromise safety and/or security for my, (or anyone else's comfort ).

I was just expecting consistency in soft product, which I got overly upset about.

 

[Happy Dude]

You're lucky security didn't see it as a red flag that you didn't know the combo to your own bag. Imagine how long your rant would have been if they'd pulled you aside for a few questions, like they probably should have - for all our safety.

 

[Princess Fiona]

Respectfully, no it doesn't sum it up.
As per my introduction years ago when I joined, I have a rather debilitating skin disorder, disability, disease. Call it what you like. Sometimes I function fairly normally, and at other times, (when the inflammation gets out of control), I'm a mess, am in enormous discomfort and whilst travelling I'm just trying as hard as possible to comply with all procedures and interactions with the various people that I need to deal with, and do it with respect and gratitude, no matter how terrible I'm feeling.

I gave myself an extra 2 hours at the hotel in Brisbane to ensure that I could sit in comfort, peace and quiet in the lounge whilst eating my breakfast.

The check in staff were great.

Security guy was a pest. I like to keep my hat on, because I guess I'm self conscious. They didn't have a problem with it in MEL, so why at BNE? Off it went. I would just prefer that people not stare at me, (although I usually couldn't care less). Only when I'm really suffering guess.

Lounge host told me what everyone in here knows, that silver QFF's don't get entry, but I've got lounge passes up the wazoo, (and had dutifully linked mine to my booking well in advance). She waited for me to inform her that I had linked one of those passes before allowing me in. Didn't understand why that was necessary. Why not be friendly and courteous? Can't hurt...

Got in there, walked towards the J lounge, (as every time I've attempted this, (even when travelling J), nobody has checked me and I always just walked right on in.

This time , The gatekeeper checked my BP and was denied. No crying there.... Rules are rules.

Anyway, limped back to QP, made myself a cheese sandwich and a bowl of soup + plenty of water. Feet and legs were on fire.

I had my phone in the front pocket of my man bag, but must have still had it in my hand as I went to pour the soup. I had another bowl waiting for me at the table, which an attendant took , as she thought that someone had placed their soup there for no other reason than not to consume it...

That annoyed me a bit and took time off the clock.

I left my carry on sitting right in that spot whilst I brought water and soup to table.

The golden rule had me covered: Or so I thought.

Nobody touches, or takes your stuff in the QP, it's etiquette.

I literally took 15 seconds to get back to my sandwich to pick it up, and phone was gone.

I was trying to gain extra time by multi tasking, and I feltcas thoughvIvwas being sabotaged!

Which causes panic. 15 seconds and they had given it to the people at the J lounge. So I had to hobble back there and wait for a free host.

By the time I got back to the table, I had a mere 10 minutes to enjoy and relax. I planned for an hour.

Anyway, ate sandwich. Drank soup, skulled water and headed to gate 16.

I'm gritting my teeth, and as I scan my BP, I realise that there's no jetbridge, and that I needed to haul my bag down them.

Got to the bottom and saw (what appeared to be a 737 due to its pointy nose), I typed OP in a hurry on board as no wifi and hit post just as I realised that it was an Embraer.

Cabin was Arctic, which irritates me. Flight from MEL was boiling hot. Seems you rarely get a comfortable cabin temp.

Anyway, to your point. Safety is the only aspect of the journey that must be flawless. You're absolutely right.

Given the state I was in, I didn't want them, nor would I ever expect any air operator to compromise safety and/or security for my, (or anyone else's comfort ).

I was just expecting consistency in soft product, which I got overly upset about.

It’s a bit hard to follow but did you leave your phone on the food buffet and it was removed ?

If so I’m not remotely surprised.

 

[TheInsider]

So you like to fraudulently get into the J lounge. Cool.

But as it has been stated already, security is not up to the airlines and is not provided by the airlines.
Also to 'grit your teeth' because there is no aerobridge seems a little bit childish, if the reason is your carry-on bag is too heavy, maybe you need to check it in next time, so you can avoid lifting it.

 

[Mwenenzi]

I had another bowl waiting for me at the table, which an attendant took , as she thought that someone had placed their soup there for no other reason than not to consume it...

Many people leave (100% unconsumed) food & beverage on tables. Then go to a flight.
And people then complain the (unoccupied) tables are not cleaned~items removed and no where to sit.

I always carry my phone - never leave it unattended. Have found phones at lounges & libraries and given them to the desk attendants.

 

[AIRwin]

Have found phones at lounges & libraries and given them to the desk attendants.

Unattended for some time and without accompanying bag?

 

[RichardMEL]

I lose some respect for someone who thinks it is OK to go for something they're not entitled to just because it's not always checked. Yes, it's called Chutzpah I suppose, but it also says much for someone's overall attitude to things imo. You haven't cut any queues in LAX by any chance have you?

And yes, as @Princess Fiona noted, if the phone was put down in the food area, it's zero surprise it was taken by staff. It really was not very clear from the description as posted.

Seems to me like some of these "complaints" are self created and blame is being il-directed.

I'm the first to agree that QF can be inconsistent with product offerings and service standards, but about the only things I can see here in relation to that is the different cabin temps, and the lack of IFE and wifi on the E190.

 

[Lynda2475]

the only things I can see here in relation to that is the different cabin temps, and the lack of IFE and wifi on the E190.

And the aircraft type is shown on the e-ticket; and whether the aircraft has wifi or not via the wifi symbol next to the flight number on the departure board.

IME one should always have downloaded sufficient content for the flight duration before you leave home or in the lounge using the free wifi; even if the aircraft does have wifi as it doesnt always work.

 

[RichardMEL]

.. and the OP had his phone because it was picked up for him by staff, rather than some random - who may or may not hand it in.

Sad reality is that while there is an assumption of trust in a lounge and etiquette 99.9% follow, you can't assume just because it's an airline lounge that stuff is automatically safe. Sad but true.