What price QFF loyalty?

28 replies

GCC05

Qantas - Qantas Frequent Flyer

Member since 27 Nov 2017

Total posts 2

My wife & I recently flew QF91/SB149 SYD-NOU in W for work.


Both were previously QFF Platinum for 8 years until declining long haul product standards & QFF attitudes led us to look elsewhere. We’re still QFF lifetime Gold.


Outbound flight was Qantas metal / operated as an Air Calin codeshare. We had the audacity to book through Air Calin as they were 40% cheaper than Qantas were charging for their own flight. The inbound was Air Calin metal / operated as a QF codeshare.


On the outbound we were refused access to the Sydney Qantas Business lounge due to our crime of booking through Air Calin. This was clarified twice in a civil but curt exchange. As owners of a successful customer-focused business I would question the wisdom of turning away 2 QFF Lifetime Gold members on a Qantas flight on a minor technicality, knowing the taste that would leave.


Or put another way, for not paying an extra $400 each for the questionable privilege of using the crowded QF Sydney Business lounge with its well-known shortcomings. It was no hardship to find breakfast outside of same or better standard than the QF lounge. Nor were we overly fussed about doing so.


Conversely on the inbound, Air Calin allowed us into their modest Hibiscus business lounge in Noumea due to being QF Gold and the flight being a QF codeshare. Even though QFF carries no status nor has any official alliance with Air Calin. And probably done to improve the customer experience.


Makes you wonder if Qantas’ enforcement of technicalities takes priority over the customer experience in the longer term. Or did this episode just confirm what we already thought about their attitude towards QFFs? There has been a definite shift over the past 5 years. I’m sure many will say rules are rules in the corporate world. And customers will correspondingly vote with their feet.

brettepi

Member since 10 Jul 2017

Total posts 86

I'm sure if the CEO was behind the counter they would have let you in without question. The problem is the bellboys don't think big picture..hence the reason they are bellboys and not CEOs.

Rxm

Jetstar Airways - Qantas Frequent Flyer

Member since 14 Jan 2017

Total posts 10

If your not loyal to qantas then I think they might see your lifetime gold as a liability. All the more reason to turn you away.

sid

Member since 07 Jan 2011

Total posts 122

Unfortunately airport lounges are getting busier and busier so it's no surprise that QF are limiting the passengers allowed in by being very strict with the entry conditions.


Why not take it as a positive and spend that extra $400 on a nice meal and some drinks in the improved food areas in Sydney airport, and maybe even a massage at your destination.

JBL

Member since 01 Jun 2016

Total posts 27

That doesn't surprise me. By passing on booking through QF, regardless of the ticket cost, they missed out on revenue that they would have otherwise received. While they could receive payment from Air Calin for passengers accessing the lounge, as far as I understand the lounges at SYD are often packed. They're essentially disincentivising you from not sending money their way, which is fair enough

Chris Chamberlin

Member since 24 Apr 2012

Total posts 1,093

The same rules apply in Australia with Fiji Airways, for example, where Qantas Gold members get no lounge access if travelling on an FJ flight number (unless flying Fiji Airways business class which includes lounge access in the fare).

Because you booked direct with Aircalin on an SB flight number, the fact that Qantas codeshares on the flight is irrelevant - as you booked an SB flight number (which means Qantas earns no revenue from the ticket price), and Aircalin isn't a Oneworld alliance member or other strategic partner, Qantas Gold counts for nothing. :)

This is where the AMEX Lounge comes in handy, along with Priority Pass - although Priority Pass only provides food and beverage credit in Sydney international, not a lounge.

Another avenue in Sydney is to pay to access the SkyTeam Lounge at the door, but honestly, for the prices they charge I'd probably rather just visit a restaurant and have a nice meal there!

xtfer

Virgin Australia - Velocity Rewards

Member since 14 Mar 2017

Total posts 146

Another avenue in Sydney is to pay to access the SkyTeam Lounge at the door, but honestly, for the prices they charge I'd probably rather just visit a restaurant and have a nice meal there!

Where are these "nice restaurants" you refer to? I'm yet to find them in Sydney International. :)

patrickk

Qantas

Member since 19 Apr 2012

Total posts 481

I was refused access to Air France Lounge in Paris in the days they code shared with QF to Singapore with my QF Gold card, so it is not unusual.

Doubleplatinum Banned

Qantas - Qantas Frequent Flyer Platinum

Member since 07 Feb 2013

Total posts 431

It wasn't a "minor technicality" as you put it, you didn't have access to the lounge full stop with the ticket you had. Not sure what being a lifetime gold has anything to do with it? If they broke rules for everybody, like you expected them to do in this situation, the lounges would be chocked full.

11sjw

Member since 11 Mar 2012

Total posts 159

You weren't eligible for entry. Out of interest, would you pay the extra next time to be eligible?

346

Qantas - Qantas Frequent Flyer

Member since 10 May 2017

Total posts 55

You weren't eligible for entry. Out of interest, would you pay the extra next time to be eligible?

If someones willing to pay $400 a head for airline lounge access, please give me their details

I've got some car indicator fluid & laptop keyboard ink I'm sure they'd be interested in purchasing also.

GCC05

Qantas - Qantas Frequent Flyer

Member since 27 Nov 2017

Total posts 2

You weren't eligible for entry. Out of interest, would you pay the extra next time to be eligible?

Definitely not, especially for THAT lounge. We weren't really that fussed as mentioned since it was essentially just a domestic outbound at a civilised hour.

QFF interestingly sent us a questionnaire whilst when Platinum asking many questions which led me to believe there was a groundswell of discontent amongst QFFs. One of the questions related to devaluation of QFF tier status which I definitely think has occurred.

pkjames

Qantas - Qantas Frequent Flyer

Member since 21 Jan 2017

Total posts 42

Gold or not is irrelevant in this case. Maybe a P1 can give this a try and report back what happens.

Jedi

Member since 04 May 2018

Total posts 15

Gold or not is irrelevant in this case. Maybe a P1 can give this a try and report back what happens.

Just a question. Why would P1 get treated any different under the same circumstances ?. As people have pointed out the "rules are the rules".

Nick Sydney 2

Qantas - Qantas Frequent Flyer

Member since 22 Jul 2015

Total posts 82

Happened to me when flying in Fiji air. Platinum and the FJ flight was early on a Saturday but no, the gatekeeper was unmoved!

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