No room for Qantas Club members at Qantas' new LAX airport lounge

By David Flynn, July 21 2014

Qantas Club members are finding themselves turned away from the airline's new Los Angeles Business Lounge during peak periods due to overcrowding.

Although Qantas promotes access to the LAX lounge as one of the perks of Qantas Club membership, for which travellers pay upwards of $400 per year, the airline says it's unable to guarantee cardholders will get past the reception desk at the newly-opened lounge.

Instead, they'll be handed a US$50 voucher for buying food and drinks at any of the terminal's retail outlets.

While allowing that this "is not the case in general... during recent peak periods when the Lounge has been at full capacity, some Qantas Club members and other eligible Lounge visitors have been offered vouchers in lieu of entry" a Qantas spokeswoman confirmed to Australian Business Traveller.

"Current peak period capacity constraints will be further relieved with the opening of the new First Class Lounge early next year" the spokesperson said.

This will not only funnel first class travellers and Platinum-grade frequent flyers into their own space, it will include an extension to the business lounge that's expected to completely alleviate current over-crowding.

"Between now and then, we will continue to welcome Qantas Club members in to the Los Angeles Business Lounge when capacity allows."

Read: Qantas pushes back new Los Angeles first class lounge to 2015

Opened only last month, the lounge has seating for 400 passengers but is shared by Qantas, British Airways and Cathay Pacific, along with Oneworld airlines JAL and LAN which also fly out of LA's Tom Bradley International Terminal.

And first and business class travellers plus top-tier frequent flyers are rapidly filling those seats – especially during the evenings when four Qantas flights including two Airbus A380 superjumbos depart for Sydney, Melbourne and Brisbane, alongside a British Airways A380 bound for London and a Cathay Pacific Boeing 777-300ER headed for Hong Kong.

Those six passenger-packed flights leave LAX within a two hour period from 9.45pm, so it's no surprise that during the busiest days of the week and holiday periods the lounge can approach 'standing room only'.

No room at the inn

Melbourne resident and Qantas Club member Gareth Beames tells Australian Business Traveller he has been denied access twice in the past month, "on a Thursday and a Friday," and instead received a US$50 voucher to use within the terminal.

"At 9pm Thursday on July 17th I arrived at the LAX lounge and was told due to capacity problems they were not allowing Qantas Club members" Beames recounts.

"I witnessed probably another seven people get rejected from entering due to only having Qantas Club cards."

Beames says his family "has just relocated from Melbourne to Seattle, and I do offshore logistics FIFO (fly in, fly out)  work out of Darwin which is three weeks on and three weeks off."

"I fly Seattle-LAX-Melbourne in economy, then my company flies me to Darwin and after three weeks' work my company flies me with Qantas from Darwin back to Melbourne and I head back to LAX-Seattle with Qantas, paying out of my own pocket."

Fortunately his Qantas flights are slowly edging Beames towards Gold status in the Qantas Frequent Flyer scheme, will ensure him access to the Qantas Los Angeles Lounge.

However, Beames feels he has been shortchanged on his Qantas Club membership, saying his time in the Los Angeles business lounge is about more than just grabbing a bite to eat.

"I visit the lounge to have a shower and get changed before flying out, as I find I get a lot more sleep on the plane when I'm refreshed. I also use the lounge's WiFi due to LAX not having very good Internet."

"It's just a lot more comfortable that sitting around in the terminal."

Qantas last week revealed that Qantas Club members would also no longer be able to use Qantas international business lounges when travelling in economy on an Emirates flight number as of October 1st.

The new rules will keep Qantas Club members out of Emirates' airport lounges at Dubai and the American Airlines' Admirals Club lounge in London Heathrow unless their ticket carries a QF flight number rather than Emirates' own EK code.

Read: Qantas tightens lounge access rules for Emirates passengers

Follow Australian Business Traveller on Twitter: we're @AusBT

David

David Flynn is the Editor-in-Chief of Executive Traveller and a bit of a travel tragic with a weakness for good coffee, shopping and lychee martinis.

12 Oct 2011

Total posts 23

There are some great outlets to spend that US$50 now that TBIT has been developed and is no longer the awful terminal it once was. Obviously the loss of showers would be a huge disadvantage. 

QFF

21 Jul 2014

Total posts 5

TBIT is not the wasteland it once was, however the lounge is more than just food and drink. The lounge is a quiet, clean, comfortable place, away from the hussle and bussle of the terminal. As much as anything else, that is what you are paying for.

lee
lee

Qantas - Qantas Frequent Flyer

18 Feb 2013

Total posts 25

I would be up in arms over this. How can you pay for entry to a lounge and then get declined entry. I would ask for a refund, it's all well and good getting a $50 voucher but you don't just go into a lounge for the food and drink it's all the other amenties also. 

Qantas - Qantas Frequent Flyer Platinum

07 Feb 2013

Total posts 558

How are you paying for entry to a lounge and then being declined entry? A paid q club membership does not entitle you to visit every lounge anywhere and this has been clear for a long time, it seems to be only q club members that take a while to assimilate this stuff

QFF

21 Jul 2014

Total posts 5

Actually, QP members are given lounge access at all major QF ports and some regional ports prior to any flight on QF metal. It's only if the next flight is not on QF metal where there is a question of access.

Even now the QF website states QP members are welcome at TBIT.

Qantas - Qantas Frequent Flyer

10 Jan 2013

Total posts 715

QCs are getting less benefit than they used to, so it's understandable it's upset some.

AJW
AJW

16 Nov 2011

Total posts 517

So what is your solution to the problem? You do realise the lounge is not complete (they need the space of the old lounge to complete the second stage) and even as it is, is larger than the old one, so I ask what do you think Qantas should be doing?

12 Jun 2013

Total posts 744

Well, it sucks that they didn't plan their renovations well enough to have sufficient lounge space during it. Nor did they make arrangements with a different lounge.

But if they're going to have to start turning away people, I don't see why Qantas Club members, who *specifically pay for the single perk of lounge access every year*, should be the ones getting kicked out as opposed to other forms of lounge denizen such as biz-class pax and oneworld sapphires. 

AJW
AJW

16 Nov 2011

Total posts 517

Who said they didn't plan well enough? The new lounge is bigger than the last. Besides they are constrained by space limitations in the terminal. The 2nd phase needs to use the space occupied by the old lounge.

Besides all I see is a complaint not a soltuion.

Qantas - Qantas Frequent Flyer

10 Jan 2013

Total posts 715

AJW It is a bit silly to suggest that its QC members responsibility to provide solutions to this Qantas policy change surely. I would have thought that's Qantas' job, not their customers. 

As this policy change has adversely impacted on QC members entitlements, I can completely understand why it has made some unhappy (even though I'm not a QC myself). Also, given this practice has been in operation without being well announced beforehand, no doubt it comes as a nasty surprise to some waiving their QC card for entry.

AJW
AJW

16 Nov 2011

Total posts 517

gippsflyer, people on here are complaining about a decision that has been made. I have simply asked for alternatives, and thus far I think there is just one post that is a sensible alternative. I have asked to make people think, it is far too easy to complain but if there is no easy fix or answer, which in this case I don't think there is it is a bit hars to blame Qantas of poor planning, blame the CEO blame blame blame.

Most of the posts are faux rage and splein venting over a situation that is temporary whilst they finish the rest of the lounge.

VA Platinum

26 Mar 2014

Total posts 117

How interesting, one might have thought they would turn away Y pax with status from other OW carriers before turning away paying QC members who are flying on QF metal..

Qantas - Qantas Frequent Flyer

20 Sep 2013

Total posts 469

One can only feel sorry for Qantas Club members who pay i believe some $350 dollars plus per year.While i was in the lounge a couple of weeks back ...mid week they turned away a half dozen QF club members and right in front of me allowed 3 people traveling on AA Admirals club passes.What next will Plats/Gold and others be stopped from bringing in a guest.

12 Jun 2013

Total posts 744

Standard price is $485 a year. 

I'm not a Qantas Club member, but my retired Dad is, and he already gets little enough for his money (after all, he doesn't fly often enough to get status, so he's not in the lounge all that many times per year). Taking away the lounge access which a member has specifically paid money for, on one of their relatively few trips per year, seems like an act of high bastardry on Qantas's part.

QFF

21 Jul 2014

Total posts 5

The TBIT lounge is a OW lounge, not a QF lounge. That said personally I feel that they should be turning away guests over members with entry rights.

Qantas - Qantas Frequent Flyer Platinum

07 Feb 2013

Total posts 558

Exactly, guests of status members/q club members should be knocked back before paying q club members are

22 Jul 2011

Total posts 98

Actually there is no such thng as a OW lounge. Sure BA and Cathay are shareholders in the joint lounge - but it is a respective lounge for each of these airlines.

For Qantas, it is one of their International Business Lounges. Perhaps they SHOULD officially create a category of lounge designated a OW lounge and attach different admission conditions to this - as using this OW status as an excuse is just that.

Shame they have created a great product, but will now just let down a lot of QF pax

Talk about a further devaluation to Qantas Club!!

David, a few questions to clarify:

  1. Gareth was denied access at 9pm. Would a QC member be allowed in prior to 9pm? Could a strategy be to get in earlier?
  2. Is there any evidence that OW Sapphire or Emerald pax flying in Economy/Premium Economy being denied access to the TBIT lounge?
  3. As a back up, could a QC member use the lounge at T4, then take the shuttle across (at least till Jan 2015, when the rest of the TBIT lounge is opened)? Could this be a strategy for QC pax connecting from an AA flight arriving after 9pm?

Qantas - Qantas Frequent Flyer

20 Sep 2013

Total posts 469

David,

Is it possible you can get some clarification from your contacts at QF on Plats and Gold FF,S bringing in guests who fly Premium/ economy.Because i know for a fact they turning away geusts at LAX as of a couple of weeks ago.

Qantas - Qantas Frequent Flyer

21 Jul 2014

Total posts 2

Its not just food and showers, its internet access (which is woeful at LAX).  We were let in at around 10pm, so one strategy might be to wait until the 9:45 departures leave the lounge.  It would be a better client relations exercise to take volunteers for the $50 rather than turn away members (fairly aggressively from what I observed).

Qantas - Qantas Frequent Flyer

10 Jan 2013

Total posts 715

I agree Sara - I think it would have been smarter for Qantas to manage capacity through "and guest" restrictions (perhaps guests only for elite tier?) and voluntary offers of vouchers instead of access (maybe even the offer of an op-upgrade if spare seats are available). 

The amount of bad will generated by forced refusals of entry is just not worth it for Qantas.

Qantas - Qantas Frequent Flyer

10 Jan 2013

Total posts 715

I agree Sara - I think it would have been smarter for Qantas to manage capacity through "and guest" restrictions (perhaps guests only for elite tier?) and voluntary offers of vouchers instead of access (maybe even the offer of an op-upgrade if spare seats are available). 

The amount of bad will generated by forced refusals of entry is just not worth it for Qantas.

Singapore Airlines - KrisFlyer

03 Apr 2014

Total posts 14

Harrumphh!  Another diminution of QANTAS' Club's "benefits"!  I choose to pay for my own travel and prefer to fly in the soft, comfy chairs [as ever-recently 'enhanced'!], thus achieve entry.  That said, on the occasion where I find myself in the blunter section, having the Club membership and access to the Lounge is a luxury I enjoy.  Nowadays, however, I find the filling-up of Business Lounges domestically and internationally an ever-increasing embuggerance!  $50 ffksk!  What an insult to loyal, so-called 'guests' ... the leprechaun has certainly shown where the pot of gold at the end of his rainbow sits.

Disgruntled, in transit!

07 Oct 2012

Total posts 1229

By all means criticise AJ and Qantas for this issue (which will most likely impact me later this year). However, leave the racist digs elsewhere.

12 Jun 2013

Total posts 744

It's okay, he's not *actually* a leprechaun.

Virgin Australia - Velocity Rewards

13 Dec 2012

Total posts 42

At the end of this month my Qantas Club membership is expiring, having held it since around 1987.

Qantas "enhancements" means its value has deminished.

Qantas - Qantas Frequent Flyer

21 Jul 2014

Total posts 2

More arrogance from Qantas. Bring on the competition. We are much more likely to look at Virgin now if we continue to get treated this way.

AJW
AJW

16 Nov 2011

Total posts 517

I will ask you the same question I asked someone else? What should they be doing? Bearing in mind the new lounge is only half complete, with the missing half being their old lounge?

Singapore Airlines - KrisFlyer

03 Apr 2014

Total posts 14

Perhaps better assessing the requirement/frequency of use before finalising 'the construction plan' might have been of help, as would considering the paid-up Club Member, before some of the FF's - then they'll whinge!  How many/how often = 'forecasting' - I'm sure they take into account all the parameters that indicate how much fuel they need to take on board to conduct a flight, or how many/what combination of meals will be necessary, oh wait, they cocked that up a while ago didn't they!  

6x 'P's comes into it somewhere ... take a look at how EK have dealt with their increased popularity ... spend the necessary money to do it properly, altho' that may impact upon the pot of gold under the board etc.

AJW
AJW

16 Nov 2011

Total posts 517

You have missed the obvious, phsyical space at TIBT is limted, the 2nd phase needs to use the floor space of the old lounge. Do you expect Qantas to be able to extract floor space out of thin air?

Besides the new lounge is bigger than the old anyway, and I reckon they would have predicted useage numbers and had contingencies in place.

Singapore Airlines - KrisFlyer

03 Apr 2014

Total posts 14

 I didn't miss any points, and fully understand the constraints of TIBT, and have seen it get worse over the years, since the mid-'90s, and fully understand the difficulty that airlines face looking after their privileged passengers.  However, in this instance the 'contingency' is to disadvantage the QF Club Members ... not good enough!  Even if they applied the 'first come, first serve' principle, and promulgated that as a temporary inconvenience to all eligible users that would be a more equitable 'fix'.  I reiterate, $50, ffksk!  

If I wanted to mix with the great unwashed I'd fly LowCost, Cattle class ... snob, who me?  Not at all ... I choose to indulge myself, and plan accordingly; to have that indulgence withdrawn arbitrarily is an affront.

AJW, I understand where you are coming from.

However look at it from the perspective of the QC member. By definition a QC member is:

  • Not a verociously frequent flyer (If he/she was, he/she would be a QFF Gold at the very least)
  • Given QF's limited own-metal network, the option to use a lounge internationally is diminishing 
  • Presumably a QC member has paid a premium to fly QF - the premium being justified to enable the use of the lounge (regardless of how small you perceive the value of the shower/food/wifi etc. is)

So put yourself in their shoes. Would you be unhappy? 

The next bit is interesting. How should QF have dealt with this? PuriPuriMan has got a point. Was this not unforseen? Was there no other options available?

Perhaps informing QC members early on to manage their expectations would have resulted in a better outcome. Particularly if someone was planning to have a shower before their flight.

Suggestions by others that QC pax should realise that if they wanted access to the lounge they should have bought a more expensive ticket is a moot point. Qantas has already established an expectation through the sale of QC membership. Although they've covered their behinds with fine print in the T&C that exclusion may be applicable, should a reasonable person expect such exclusions to be applied without adequate and timely notice?

Or is it as simple as this: In the scheme of things QC members are insignificant. Perhaps this is the way fee-paying lounge members are/should be  treated?

I'd love to compare and contrast the treatment of Admirals Club, United Club members by AA and UA respectively, particularly at their offshore stations. Only then perhaps can we assess if QF's treatment of QC members is fair.

In the meantime, I think QC members (and perhaps Qantas) owe a big thank you to AUSBT for covering this story and helping affected QC members manage their expectations.

Singapore Airlines - KrisFlyer

03 Apr 2014

Total posts 14

TRB, ta!  Re the Admiral's Clubs:  I've had the opportunity to sample their wares over the last 12 months:

1.  Oct '13:  having the QClub when travelling QF PremY ex BNE @DFW-JAX, assured entry, whereas PremY would not have [only Silver at the time; had I been Gold, the Supervisor was not sure]. 

2.  Mar '14:  ex BNE, QF Business onto AA First [coff!] @LAX, via DFW to JAX, no problem at LAX or DFW, as I'd achieved Gold somewhere over the Pacific, and I was "QF Club anyway".

3.  Jul'14:  ditto "2", but this time preferred to see the QF Club card, notwithstanding all details on QF Boarding Passes issued @BNE.

On all occasions, I was given more than the standard "one complimentary beverage" token for SWMBO and myself - honest faces, I suppose.  However, the Admirals Clubs, whilst a haven from the madding crowds, do not have the degree of hedonism found in QF Lounges when they are not full of 'guests' fighting for seating/barista/food/drinks etc.  And the staff in QClubs don't expect to be tipped ... and AA frequent flyer status doesn't necessarily guarantee entry, but [paid] membership will.

Amusingly, the [tiny] shared lounge QF uses prior to departures from DFW [Terminal D/Gideon Services] only opens about 2-and-a-half hours prior to QF# to BNE, so having arrived earlier than that [ie 1640 for a 2130 depart] we requested and were granted admittance to the Admirals, on AA First ex JAX to QF Business to BNE, and given a handful of drinks tix.  We went back to the QF Lounge about 2 hours prior to departure, and it was chockers, with extremely limited anything!  

Why had we arrived at DFW so early?  Because a previous JAX-DFW on AA using the QF web-site shown routing/timing left just over an hour between flights at DFW, and on the day the JAX departure was [not unusually] delayed, necessitating a cross-country run-train-run from Terminal to Terminal to board QF, so I elected to book an [the] earlier JAX-DFW flight.

Singapore Airlines - KrisFlyer

03 Apr 2014

Total posts 14

Oh Yeah, meant to mention the amusing past-time of watching the "AA status-rich but blunt-end pax" in the Admirals filling their little zip-lock bags with pretzels and cubed cheese to carry-on, as it's only First [coff] that actually gets free drinkies and food domestically ... life really is fun.

Singapore Airlines - KrisFlyer

03 Apr 2014

Total posts 14

Oh Yeah, meant to mention the amusing past-time of watching the "AA status-rich but blunt-end pax" in the Admirals filling their little zip-lock bags with pretzels and cubed cheese to carry-on, as it's only First [coff] that actually gets free drinkies and food domestically ... life really is fun.

Qantas - Qantas Frequent Flyer

12 Jan 2014

Total posts 15

"Not a verociously frequent flyer (If he/she was, he/she would be a QFF Gold at the very least)"

Are you serious?

Many QC members travel for work domestically but can never get near "gold" etc.

We PAY for lounge access so why should we miss out?

Seriously you're head is up your proverbial.

21 Jul 2014

Total posts 2

Are you serious?  Did you actually read the whole post? The post  sympathises with QC members and takes the point of view of why they would feel hard done by.

maybe you should spend the time to read an entire post before you start a slanging match.

I am quite serious. A defined threshold that has not been met results in a negative outcome. It's simply binary. Granted ferocious is a subjective adjective (apologies for the typo in the earlier post).

It's ironical that my head is snugly up my arse, when it appears the post has been misread. 

May I suggest the post be re-read?

Qantas - Qantas Frequent Flyer

10 Jan 2013

Total posts 715

One thing they could have done, even with the "space" problem, is organised access to others lounges in the terminal. This is hardly a novel solution, and is used by quite a few airlines around the world for managing lounge capacity.

Qantas - Qantas Frequent Flyer

11 May 2014

Total posts 2

I have Gold status and I will be taking my disabled partner and our daughter through LAX, travelling business class in December and back out in January. I think we might turn up in the afternoon and get in early, just to be safe. I guess it's one thing gaining access and then another finding somewhere to sit!

AJW
AJW

16 Nov 2011

Total posts 517

Depedning when in Jan you are flying the 2nd pahse of the lounge may well be open.

21 Jul 2014

Total posts 1

Why do we turn into little tin gods when flying? Nothing in this world is perfect. It is how we react to the full Qantas lounge, not the pysical fact. 

One wisdom traditions tells life comprises 10,000 joys and 10,000 sorrows. There are no passengers who have created perfect worlds for themselves, nor manage business that are perfect. So why expect Qantas to be perfect? $50 is a generous amount to cover a meal, however different special and important you feel you are. Plus having a meal with The Great Unwashed will ground you, help you understand you are just an ordinary struggling human being like all the rest of us.

My wife always prescribes a day in India for those laden with angry melodrama about the mintia of their plane rides. Wise lady. 

Qantas - Qantas Frequent Flyer

21 Jul 2014

Total posts 2

I agree. I am very happy to put up with the unexpected when flying. I am still in awe of the fact we can travel from one end of the world to the other in comfort and safety. What I am annoyed about is that a business can offer something for a price and then withdraw it. What should they do? Plan ahead to cater for the promises they make and if they have to break them, compensate fully, do a deal with another lounge or refund our membership.

If we work around this by turning up early, late or whatever, they will continue to treat us in the same way.

QFF

21 Jul 2014

Total posts 5

I don't think it's too much to ask that a published benefit of paying upto $485 per year is honoured.

Yes, most of us here would have been on a flight or three, and perfectly understand that things don't always go to plan. However this is not a case of bad weather or a late arriving aircraft stuffing things up. This is a calculated long term move on behalf of QF in the hope that QP members just put up with.

07 Oct 2012

Total posts 1229

@harvyk I think you are giving QF management too much credit if you think this is a "calculated long term move". Most likely QF didn't expect the volume of pax using the lounge and are now trying to find a solution. History suggest QF 'planning' constantly changes.

AJW
AJW

16 Nov 2011

Total posts 517

Hutch, if you have read any of the artilces on this site about the new lounge you would know that the lounge is not finished. What has opened is phase 1. They couldn't do the whole lot in a single phase as they need the floor space from the old lounge.

Besides what they have now has more capacity than the old lounge anyway. So by Jan 2015 problem solved.

07 Oct 2012

Total posts 1229

@AJW - I read and contribute here often thank you very much... and as you will know by reading this site is that QF has pushed back the opening of the 1st lounge. Let's not pretend that QF could not have been more pro-active though... this could have been achieved by:

*Advising QC members early, rather than allowing them to just rock up at the airport and then being denied entry

*Seeking alternative lounge access at TBIT for those members

*Better use of the AAT4 lounge - either by sending customers there or temporarily using T4 for some flights. As an example, I am flying into T4 on AA before flying out on QF94... if QF advises me before that QC members wont be able to access the TBIT lounge then I'll use that.

The whole point is that QF is not honest and upfront. Tell your customers now, rather than waiting til they rock up at the door... manage their expectations. Have a policy to offer partial/full refunds or discounted renewals... is it that hard?

AJW
AJW

16 Nov 2011

Total posts 517

So Hutch how do you advise people, when it is just a remote possibility IF the lounge just happens to be full? One thing I don't think many here appreciate is it does not appear to be a blanket, QC nick off. If there is room they are still allowed in.

Personally I think it is a bit rought to specifically target them as they have as much right as anyone else, but then again what is a fair an equitable scheme to use? It's not like they can conjure space out of thin air and it isn't like this is a permament problem either. All will be resolved once phase 2 is open.

PS not sure what the fact the lounge opening date has been pushed back has to do with anything.

Besides the new lounge is already bigger than the old, so no doubt the same issue applied there too, and it is certainly significantly bigger than the old old TIBT lounge. I remember a number of times going there being allowed in only to find no where to sit. No vouchers back then.

07 Oct 2012

Total posts 1229

I don't expect QF to be mind readers... I expect them to be open and upfront. "Dear QF customers, we have opened our new TBIT lounge, however the F lounge won't be open until XYZ date. This may cause capacity issues at the lounge and during times of peak capacity XYZ members may be excluded. Members excluded will be given a voucher for XYZ to spend in the terminal. Before the F lounge is open, members may wish to use the AA lounge in T4."

Much better to know this before hand. QF can send out marketing material regarding their new lounge... they don't anticipate more people trying to use it?

 

07 Oct 2012

Total posts 1229

As a QC member, I'll be flying out of LAX in Nov and choose LAX instead of DFW to try out the new lounge.

If I get turned away, I'll be disappointed, but I'll get over it as long as the flight gets home safely.

Qantas - Qantas Frequent Flyer

10 Jan 2013

Total posts 715

Seahound I suspect it has something to do with the fact that travelling (particularly in the US I might add) is a stressful experience (you are, after all, boarding what is little more than a flying bus!) and that travellers are often tired, weary folk who are somewhat frayed.

And more to the point, the Lounge is not full but nearing capacity, and QCs are getting the bum-rush to make sure FF elites can trump them for access. So it seems QCs are already the Great Unwashed!

Trivalise it if you must, be be fair at least in your sanctimony.

04 Dec 2013

Total posts 124

That's right mate, you should know that - other than getting between a mother hippo and her cub - the second most dangerous thing you can do in this world is to get between a frequent flyer and his or her (usually his, to be fair) sense of entitlement.

If your switch between happiness and outrage is so finely balanced that such a trivial affront to your ego (not even tempered by a voucher sufficient to get you very well fed and watered, even at airport prices) is going to tip you over the edge, perhaps you should try meditation to regain some inner peace...

21 Mar 2014

Total posts 3

In the past Qantas have organised for flow-over to use other lounges why not in this case I wonder?  Always pays to a Priority Lounge pass doesn't it. 

Qantas - Qantas Frequent Flyer

22 Nov 2012

Total posts 10

Oh Dear,

There was a time back in the "Flight Deck" days when you could just turn up at any lounge associated with Qantas and they would welcome you in, offer to take your coat and your bags and say "if you need anything - please come and see us we would be more than happy to help"

There was good wood, good wine, (the coffee could be a little rough) but you actually felt proud to be a member.

I recall it being around the same price if not cheaper.

Now, you have to grab your magnifying glass, read the small print, check with forensics that your ticket type matches your status and DNA and pray that they will let you in.

Why has accessing Qantas lounges become like getting last minute tickets to a Lady Ga Ga concert?

I was led to belive that lounges were supposed to make freqent flying that little bit easier. It's now a nervous wait at the counter to see if your ticket, status and secret password will indeed "open seaseme"

Ah the good old days, we still paid the same, flew the same (maybe more these days) and you knew you would get a smile and a welcome.

Mr Joyce, please, remember we are the ones that pay, we shouldnt be the ones who are neglected. Go cost cut some other department. (maybe start at the top and work down)

22 Mar 2013

Total posts 2

Myself and wife were refused entry to the first class lounge even though we were travelling first . There reason  was that the over flow of club members were sent

to the first class lounge because they were full in business lounge had to sit

down at the loading area that is why I do not fly Qantas any more

Iwas also a plat member

07 Oct 2012

Total posts 1229

When was this?

22 Mar 2013

Total posts 2

About four years ago

04 Dec 2013

Total posts 124

I'm sorry, but I'm calling something fishy about this story.  I've been through the QF international lounges in Sydney and Melbourne many, many times during the afternoon crush in the last four years.  I know the business lounge gets busy, but I've never been directed elsewhere or seen it happen.   And having been platinum for the last few years, I've never seen the first lounge in Sydney or Melbourne over-filled - and I really struggle to believe you were turned away actually holding a first class ticket - the times I've flown first, you get a noticeably different reception than just as a platinum on a J ticket.  Often they'll take your boarding pass and then come and find you when it's time to board (having first directed the spa attendant to find you in case you'd like to book something - that's if you didn't when they called you the day before).  That doesn't wash with someone claiming to have been sent back into the terminal to make room for a Qantas Club passenger flying economy.  They're more likely to have sent a genuine first passenger to the Chairmans Lounge than do that.

 

Qantas - Qantas Frequent Flyer

06 May 2012

Total posts 169


This isn't a great situation at all. However I think its probably the fairest. QF Gold and Plats have to clock up allot of flying hours to get their status and invest allot more money to QF than someone who buys the club membership and perhaps take 2 -3 flights a year. I agree its wrong to sell a benefit and take it away like this but hey they did it for the Chauffeur access for US flights which i was personally affected by. I am flying J to NYC and if they tell me i cant access the lounge in LAX after dropping $7.5K for my flight i would be very unhappy and would never fly with them again to be honest. But hey just my opinion

Qantas - Qantas Frequent Flyer

21 Jul 2014

Total posts 137

Won't be long until the full lounge is complete and then I am sure there will be room for everyone.

If I were turned away, I would probably just try again a little bit later or just enjoy my $50 from memory there was a good margarita place in TBIT... is that still there?

30 Jan 2014

Total posts 43

I agree LoveToFly, I agree yes they shouldn't sell something they can't supply ie QC membership. But those traveling j or those with high status pay a lot more than $485 for the luxury of using the lounges internationally.. And I also have been unable to find a seat in a lounge before and yes I felt ripped off after paying full price j seat..

22 Jul 2011

Total posts 98

Like any service industry, it's about managing expectations. And sadly it's a big fail. They should've anticipated the volume across QF, BA and CX particularly at night. - and from the very outset, placed limitations on entry - until the expanded lounge opens. During all the press for the opening, there were no warnings about restricted entry. 

21 Jul 2014

Total posts 1

I recently travelled through LAX and despite being a gold Qantas Frequent Flyer, I too was rejected!  I was told that they were overcrowded and only allowing business and first class passengers in.  I was flying Premium Economy.  So don't think being gold mans anything, it doesn't!

Not happy Qantas!!

Thanks for the update Skobe! Exactly the information I was looking for!

Could you please advise what time you tried to access the lounge? I'm trying to ascertain a cut-off time (if there is one) when they would reject non-Business and non-First pax.

Thank you!

09 Sep 2012

Total posts 140

As someone in exactly the same position as Hugo's Dad, mentioned earlier in the discussion, I very much doubt I'll renew my membership next  time it is due.

Privileges are fewer and the lounges more crowded and far noisier, partly because of oiks having loud conversations on mobile phones, which presumably they have in a considerate but misguided effort to entertain all within earshot, and partly because modern parents appear to be convinced that their loudly misbehaving offspring are also hugely amusing for all.

Given Qantas' extremely generous child-entry policy compared with Emirates, BA and AA, it is disappointing to think that a paid-up QC member travelling alone could be refused entry to a Qantas Club lounge when other members and/or QFF Golds and Platinums are either in the lounge or will be admitted, with a guest and two non-counting teenagers. Yet this appears to be more than possible.

This is a nasty era, but it is difficult to believe that two of the recent comments are genuine. Surely even Generation Y is not so selfish and arrogant as those two comments suggest.

 

Qantas - Qantas Frequent Flyer

10 Jan 2013

Total posts 715

Interesting announcement, which posters on AusBT's article about restrictions on plain QC members accessing EK lounges (when not on QF flights) pretty much guessed was going to happen (they didn't have to wait long!).

That said, if I was only a QC and I got a $50 F&B voucher instead of access to the OneWorld TBIT, at least I could get a decent sandwich (always a neglected item in most lounges - sometimes you just want good but simple). Where it would rankle is the loss of a reasonable quality shower, and perhaps slightly cleaner toliets (I've never used the public ones at TBIT, so I don't know for sure if they aren't great).

I except most non-status QCs who get turned away though will be pretty dark all the same.

07 Oct 2012

Total posts 1229

Agreed that food (for me) is secondary concern. I'd like a shower,,, having said that, if the place is so crowded I probably wouldn't get one anyway.

I understands QF predictament until the first lounge is open, but a little pro-activity would go a long way (ie - organise alternative lounge access for QC members until the 1st lounge opens or contacting customers in advance and suggesting they use the AA lounge in T4).

11 Jul 2014

Total posts 5

It seems to me that the obvious problem is "six passenger-packed flights leave LAX within a two hour period from 9.45pm".  Why can't those flights be staggered to leave at diffenrent times? 

AJW
AJW

16 Nov 2011

Total posts 517

Maybe because it is a temporary issue and it is too hard to reschedule those flights, or do as some suggested and have a couple leave from T4. Though if they did that I could well imagine the whining that people had to rough it in the AA lounge in T4. So no win situation really.

What I don't follow is where all these extra passengers are coming from. The new phase 1 of the lounge is bigger than the old lounge, so what happened at the old lounge. Same number of flights, same number of passengers? I wonder if the new lounge has attracted some people out of the woodworks wanting to try the lounge for novilty purposes?

Qantas - Qantas Frequent Flyer

10 Jan 2013

Total posts 715

That's often more to do with passenger demand Leethal - people tend to want to arrival/depart at certain peak times.

AA

09 May 2011

Total posts 1

I don't understand how Qantas makes money on QF Club membership.  I'm an Admirals Club AA member who pays roughly the same.  People make fun of the AA clubs because if the need to pay for meals and premium liquors.   But $450 to use the QF Club for a whole year?   Members go 20 times a year and pile food high on their plates and drink limitless free liquor.  To me, that is a steal and clearly not profitable for a struggling airline.  And to think that anyone thinks its scandelous to be given a $50 voucher to enjoy something different in LAX - which is equiv to 10% of your annual membership for ONE flight's lounge experience - is crazy to me.  


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