JQ boarding calls in QF Clubs - exception or the rule?

[ozbeachbabe]

In your experience if travelling JQ but utilising your QF Club m/ship to access the lounge, do staff make boarding calls for JQ flights?

Not sure whether QF are ground handling agent anywhere in Oz for JQ or not but it does present problems when pax (rightly) assume that, QF & JQ being part of the QF Group, automatically know what's going on with each others flights eg when flight is boarding etc. Codeshare flights don't help matters when pax assume that as JQ flight operates as a QF flight number also QF will know what's happening.

As both QF & JQ have separate systems neither airline can access the other's system nor do they communicate by radio. You may as well ask DJ what time the QF flight is boarding - how would they know?

These issues have been highlighted recently when a FFPL was in the lounge waiting for their 0715 JQ flight. About three minutes before the EDT of the flight they noticed the JQ plane push back from the aerobridge then ran out of the lounge up to a QF staff member saying "I thinks that's my plane". The QF person did not know JQ had any fail to board pax due to not handling JQ flights so directed pax to the JQ staff (handling agent).

Well in short, pax missed flight and let fly with a tirade of expletives that would make a trooper blush. Not sure what she was rebooked onto but shouldn't pax take a bit of responsibility for their actions or in this case lack of? Irrespective of whose flight it is, if I was sitting in an airport lounge I would be hovering around the boarding gate about 20 minutes beforehand in preparation for boarding.

I nearly got caught out once in SYD when I had a 1600 departure for BNE I mistakenly was thinking it was 1625 which was actually the arrival time in BNE (daylight savings). I hadn't heard any boarding calls in the lounge and was texting my lil bro who knew it was a 1600 dep when he replied "is your flight delayed". I immediately looked up at the TV monitor which said "closed" next to my flight. I bolted down to the gate & ran down aerobridge & lamely said to staff "sorry I didn't hear the boarding call in the lounge". He replied "oh we tried to call them a couple of times but the phone was engaged". Fortunately I hadn't been offloaded so still travelled.

Lesson learned: Never assume that just because you haven't heard a boarding call, doesn't mean your flight isn't boarding!

Cheers

Oz

 

[Mal]

I know Brisbane does boarding calls for JQ. Can't recall what happens in other lounges.

Some overseas lounges are boarding call free - eg AA and BA LHR (for most flights), and people have to watch the monitor to keep track of their flight.

It's always important to keep an eye on the monitor. Sometime club stuff get busy doing other things, or get incorrect information and the flight is not correctly called. Or even the passenger could be engrossed doing something and not actually hear the announcement.

 

[munitalP]

IME I have found all JQ flights I have been on, have been called in the QP. My experience however is limited to SYD...

I have been at SYD and not heard the call, JQ rang me asking where the heck I was! I was on a Y fare with luggage, so I guess a quick call was easier and cheaper than off loading and rebooking. Turned out, the gate was adjacent to the QP so I was there in no time flat.

Mr!

 

[serfty]

MEL calls JQ flights - about 40 minutes before scheduled departure time and generally only the once.

BNE make calls as well, generally around 30 minutes beforehand.

SYD T2 does as well, again, 30 minutes before. I can't recall any JQ boarding calls from SYD T3.

 

[Mal]

MEL calls JQ flights - about 40 minutes before scheduled departure time and generally only the once.

I can't recall if delays to flights are reported in the QP, or whether it's just "Qantas staffer glances at monitor, sees JQ flight is T-40/30mins and makes the announcement". I suspect it's the latter , but not sure.

 

[notzac]

Lesson learned: Never assume that just because you haven't heard a boarding call, doesn't mean your flight isn't boarding!

I've had one or two near misses myself and now make a point of being at the gate lounge at or shortly after boarding time, rather than attempting to maximise alcohol intake at the QP prior to the flight and have to run the length of the terminal to get on the plane

IMHO it's definitely the responsibility of the pax to turn up at the gate lounge at an appropriate time to get on board their flight, irrespective of whether or not there's an announcement made at the QP.

 

[S.A]

NRT QP do calls, the times I've been there.

 

[bossreggie]

BKK Called the flight and a final call 10 minutes later.

I always hear the flights called in the following lounges.

MEL
SYD
HBA
ADL
PER
BNE

 

[Bundy Bear]

I've had one or two near misses myself and now make a point of being at the gate lounge at or shortly after boarding time, rather than attempting to maximise alcohol intake at the QP prior to the flight and have to run the length of the terminal to get on the plane

IMHO it's definitely the responsibility of the pax to turn up at the gate lounge at an appropriate time to get on board their flight, irrespective of whether or not there's an announcement made at the QP.

At least I haven't been the only one trying to maximize alcohol intake at the QP before your Jetstar flight. I even got a call from Jetstar asking where was I, in the Jetway.

The lounge staff have called Jetstar flights in Brisbane; Melbourne; and Cairns; I am sure there are others but only the ones I have been in.

After flying international flights you become a bit more aware of flight times and remember to check the departure board.

 

[moa999]

After flying AA domestically in the US you become very aware, although at least the staff there normally warn QF cardholders that they don't call flights

 

[oz_mark]

Lesson learned: Never assume that just because you haven't heard a boarding call, doesn't mean your flight isn't boarding!

While I have heard many calls for JQ PAX in MEL and SYD, this is certainly a piece of advice I heed!

 

[harvyk]

I normally keep an eye on the boards, that said I'll often walk down to the gate just before boarding time, and wait around there. I'd rather have 2 minutes of standing next to the gate than some extra time in the QP and risk missing the flight.

 

[Alanslegal]

Me and the GF were at the MEL T2 QP last December for JQ3 to SYD and couldn't recall any announcements. The boards did not say 'boarding' or 'final call' so at T-15 minutes we decided to go to the gate anyway. Before that I briefly waited at the lounge entrance whilst the GF was using the restrooms, when another couple made some enquiries with the desk attendants re: JQ3. The attendant called the designated JQ3 gate but nobody answered! Yep, nobody answered. So the attendants said "don't worry, just take a seat and we'll call you"

To cut it short, me and the +1 proceeded to the gate despite hearing the above comments. The moment we exited the QP elevators our names were called out over the loudspeakers to go straight to the gate. When we got there we were yelled at by the JQ staff for us to hurry up and that we should have been here 20 minutes ago. I kind of yelled back :evil: that there were no announcements in the QP and that there is likely another couple still sitting there who are meant to be on the flight :shock:

The reason why nobody answered the phone when the QF attendant tried to call ..... was a last minute gate change. And the last couple, still in the QP, made it as well.

 

[ozbeachbabe]

Me and the GF were at the MEL T2 QP last December for JQ3 to SYD and couldn't recall any announcements. The boards did not say 'boarding' or 'final call' so at T-15 minutes we decided to go to the gate anyway.

Just a word of warning here re departure boards. A lot of the time these are not updated by the airlines directly, but by the operator or owner of the airport. In the case of QF Clubs, unless they are in direct communication with JQ which I don't think they are, with regard to whether flight is boarding or not, their guess is probably as good as yours.

Before that I briefly waited at the lounge entrance whilst the GF was using the restrooms, when another couple made some enquiries with the desk attendants re: JQ3. The attendant called the designated JQ3 gate but nobody answered! Yep, nobody answered. So the attendants said "don't worry, just take a seat and we'll call you"

That would've been an interesting scenario had you and the other couple missed the flight as the attendant saying "don't worry, just take a seat and we'll call you" is taking responsibility for advising you all when the flight is boarding and thereby taking responsibility if you miss it. Could have got ugly.

To cut it short, me and the +1 proceeded to the gate despite hearing the above comments. The moment we exited the QP elevators our names were called out over the loudspeakers to go straight to the gate. When we got there we were yelled at by the JQ staff for us to hurry up and that we should have been here 20 minutes ago. I kind of yelled back :evil: that there were no announcements in the QP and that there is likely another couple still sitting there who are meant to be on the flight :shock:

The reason why nobody answered the phone when the QF attendant tried to call ..... was a last minute gate change. And the last couple, still in the QP, made it as well.

I think JQ & QF really need to have some form of direct communication with each other & definitely call the QP and tell them "we're now boarding JQ3 via Gate x" similarly if they've got fail to board pax call the QP first prior to offloading pax. There have been plenty of pax offloaded from JQ flights that have been in the lounge oblivious to the fact their JQ flight is boarding.

 

[serfty]

Note that JQ International flights are treated basically the same in regard to QP announcements as Qantas international, with boarding call then final call.

What I described earlier related to domestic flights.

 

[dk4]

I think JQ & QF really need to have some form of direct communication with each other & definitely call the QP and tell them "we're now boarding JQ3 via Gate x" similarly if they've got fail to board pax call the QP first prior to offloading pax. There have been plenty of pax offloaded from JQ flights that have been in the lounge oblivious to the fact their JQ flight is boarding.

This is a PROBLEM at DRW!

IMO, it is exacerbated by the fact that QF & JQ use different contractors at DRW (as you would be well aware).

There is also a similar problem in PER. (And there would be an issue in SYD T3, if JQ flights departed that terminal.)

It seems that at all other mainline QF domestic ports [with JQ departures] (not sure about F.N.Q. ports ?) Qantas Club lounge attendants have been trained in both JQ & QF systems. Plus they have QF & JQ computer terminals sitting on top of their desks. Mind you, there are only a limited number of functions that the Club staff have access to on JQ systems, so anything more than “can I please change my seat?” will require the passenger to be directed to the JQ service desk.

As for JQ boarding calls from - Qantas Clubs, Business Lounges (& perhaps we can presume Chairman’s Lounges?), IME this is a standard in all domestic terminals in South Eastern Australia, in which QF boarding calls are made and from where JQ flights depart.

 

[ozbeachbabe]

This is a PROBLEM at DRW!

IMO, it is exacerbated by the fact that QF & JQ use different contractors at DRW (as you would be well aware).

There is also a similar problem in PER. (And there would be an issue in SYD T3, if JQ flights departed that terminal.)

It seems that at all other mainline QF domestic ports [with JQ departures] (not sure about F.N.Q. ports ?) Qantas Club lounge attendants have been trained in both JQ & QF systems. Plus they have QF & JQ computer terminals sitting on top of their desks. Mind you, there are only a limited number of functions that the Club staff have access to on JQ systems, so anything more than �can I please change my seat?� will require the passenger to be directed to the JQ service desk.

Being trained in both systems is one thing, however if you don't have the contract at that particular port for JQ you physically won't have access to their system so won't be able to do seat changes etc. If QF Club have both JQ and QF terminals it's because they are allowed to have both otherwise it would be like a QF employee going up to DJ and looking up their flights.

It just makes it very confusing for pax when they assume that in their last port QF Club has dual access to QF/JQ it's going to be the same at the next place. Really it comes down to whatever handling agent has the JQ contact, should call QF Club & tell them when flights are boarding.

Another factor is that a lot of these contract companies have a lot of young staff and new staff who would not think of doing the above because unless they've been trained it wouldn't occur to them they might have pax in QF Club.

 

[dk4]

It just makes it very confusing for pax when they assume that in their last port QF Club has dual access to QF/JQ it's going to be the same at the next place.

I concur. IMO Qantas Group needs to re-think its lounge strategy options in DRW e.g. -

• Cross-train, and open for all group airline departures & transits, under the Qantas Club brand. (As per what seems to be the national domestic standard.)
• Jetstar should open its own “Darwin Lounge by Jetstar” if it is serious about operating DRW as a hub. (Similar to its OOL & AKL lounges)
• Rebrand the Qantas Club as a Jetstar lounge, operating for all group flights using the Jetstar lounge user pays system (ex CL & WP) but QF picks up the entry tab for J/SG/QP/1W customers flying on QF metal. (i.e. it becomes a QF associated lounge.)

ozbeachbabe, I hope that you are able to push for a ground level, "local compromise" solution - to what is a big problem for high value, group customers' expectations in Darwin. (Although, given the various outsourcing situations, I think that this may be too hard to accomplish.) Good on you & best luck!

 

[QF WP]

Wow, looks like some thought has gone into your reply dk4. Seems to be some personal experience has framed the reply

I'll concur with the concensus here, I've always heard the JQ calls at BNE, SYD, MEL, ADL & PER (but thankfully have never had to schlepp down to a JQ Gate).

 

[mm472]

Slightly off topic, But has anyone else wished for BETTER displays showing the flight status in the QP's ?

I use BNE and SYD every 2nd week,

BNE ones are so small that unless you are NEXT to them you cannot read them, and there are not enough IMHO

in Syd the ones right near the entrance are great, But through the rest of the lounge, same problem as BNE, and the ones down the "J" lounge end (near the old entrance to the QP) have been flickering for at least the past month, no hope to read them.

I think its about time QF spent some $$ in the lounge and updated the screens to something that can be seen form closer then a metre or 2 away.

Also better placement could be a better idea also,
Place them behind the Bar and Food sections, along with current placements,
Whilst it does not effect me, I feel for someone who maybe hard of hearing and does not hear boarding calls, or someone who may be in a wheel chair, as most of the boards are pretty high up on the walls,

Might all sound a bit petty to some, but these displays are pretty much the only (apart from calls ) integration between QF and the customer, for why (most) of us are there, to get to a gate and get on a plane , at the right time ,