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

[MrJetset]

Re: MEL First lounge joins PER RSA push

I've even been escorted by the fabulous Italian gent at LAX. He collected me from the previous F OW Lounge and I was the first pax to board. He did escort me through security, however he said "We may be able to jump the queue, but it depends who is working." We were, indeed, ushered to the front.

It was very cute seeing an elderly couple who were told by the F host "I'll come back and collect you to take you to the aircraft for boarding" respond with "Are you coming with us on the plane?"

So the service is available at other ports where F is served.

 

[Flying mermaid]

Re: MEL First lounge joins PER RSA push

I've even been escorted by the fabulous Italian gent at LAX. He collected me from the previous F OW Lounge and I was the first pax to board. He did escort me through security, however he said "We may be able to jump the queue, but it depends who is working." We were, indeed, ushered to the front.

It was very cute seeing an elderly couple who were told by the F host "I'll come back and collect you to take you to the aircraft for boarding" respond with "Are you coming with us on the plane?"

So the service is available at other ports where F is served.

We have always flown into Lax from SFO, so I guess have missed that experience.... In May maybe I will only check our bags through to LAX, pick them up and walk over to TBIT and check them in again to see if we get that kind of service. . On the other hand that might be living a bit dangerously if something goes wrong with delayed flights out of SFO.....

 

[Princess Fiona]

Re: MEL First lounge joins PER RSA push

I've even been escorted by the fabulous Italian gent at LAX. He collected me from the previous F OW Lounge and I was the first pax to board. He did escort me through security, however he said "We may be able to jump the queue, but it depends who is working." We were, indeed, ushered to the front.

It was very cute seeing an elderly couple who were told by the F host "I'll come back and collect you to take you to the aircraft for boarding" respond with "Are you coming with us on the plane?"

So the service is available at other ports where F is served.

I had the rock star treatment the last time I flew from LHR and I found it a fabulous experience.

 

[kermatu]

Re: MEL First lounge joins PER RSA push

Last week had a 4 (but turned into almost 6) hour stint in Mel F lounge. Only guest there for first 2 hours from 12:30pm. Food was great and fresh. Wine choices less expansive than Sydney. Service great through lounge. Bathrooms spotless.

Disappointing (and contrary to website) was advised spa is closed all afternoon until 6pm. Worked out ok for me as my flight to Auckland was delayed 90 minutes so snuck a treatment in.

Not surprising the spa is closed given so few people through afternoon, but a real shame. Website stating it is only shut for 2 hours needs to be corrected.

 

[dfcatch]

Re: MEL First lounge joins PER RSA push

The MEL and SYD F Lounges really are fantastic and world-class.

Like Princess Fiona has said - I'm cautious with my assessments as familiarity does alter ones perspective and you take it for granted.

That said - I can 100% put my hand on my heart and say that the service has declined over the last couple of years.

I've not had a "bad" experience (fingers crossed), but there is definitely a decline in service. Mostly little things (eg. amenities in showers), but the "service" has dropped.

There are a couple of specific staff members that are fantastic - but overall it has lost a little of the "polish".

Still excellent lounges however - and I'm looking forward to my visits to both SYD and MEL later this week.

 

[smit0847]

What would be the point of a tour of an airport lounge? Do you not have eyes?

'Here are some tables, here are some sofas. They are books. Through the windows you may notice some planes and a runway. Those people wearing staff uniforms are the staff. That door with the outline of a man is a toilet. Those computers you can see there are computers. Those people in casual clothes are fellow travellers you may see on your flight. The flight departures board lists flights departing. The dark red liquid in that persons wine glass is red wine'.

Honestly, if you can find the entrance you can find a seat.

 

[juddles]

Re: MEL First lounge joins PER RSA push

Haha.. I'd be interested to see the frequency and severity of such anecdotes.
Sure, there are going to be instances of unsatisfactory service but for most, it probably sounds too good to be true.

I have a feeling that comments on the Flounge experience will be like all those Tripadvisor reports on accomodation by brides - they either gush about their hotel (translation: wedding went well but nothing to do with accomodation) or they absolutely slay it (translation: wedding went badly but nothing to do with accomodation)

 

[RooFlyer]

What would be the point of a tour of an airport lounge? Do you not have eyes?

'Here are some tables, here are some sofas. They are books. Through the windows you may notice some planes and a runway. Those people wearing staff uniforms are the staff. That door with the outline of a man is a toilet. Those computers you can see there are computers. Those people in casual clothes are fellow travellers you may see on your flight. The flight departures board lists flights departing. The dark red liquid in that persons wine glass is red wine'.

Honestly, if you can find the entrance you can find a seat.

To a certain extent I agree with you but remember this is a 'First Class' experience.

* Although most of us just get on with things, a true 'First Class' experience can mean getting over-serviced a bit. You are getting the [insert favourite airhead celebrity here] treatment.

* A first timer may feel a bit intimidated - do you seat yourself, can you sit anywhere and order meal? Is that meal and all that booze really free? Can I get a spa treatment? They may not order, or be embarrassed doing so, lest they be recognised as a 'first timer'. A good First Class establishment wouldn't want guests to feel uncomfortable, or to miss out on anything the place can provide. My first time I didn't get a tour, but just sat quietly to one side for a while, observing how things worked, to save myself just such embarrassment!

* Again, a good First Class establishment should want to sow [Edit: show] off its stuff.


And one can always decline if its all the bleeding obvious.

ps nice new thread creation and merging, mods.

 

[juddles]

... a good First Class establishment should want to sow off its stuff......

Even better establishments would want to show off their stuff.

 

[medhead]

It is not surprising service standards drop when you have 30+ people lob into the First lounge setting up a massive group table and then proceed to order everything on the menu, each. All this after scamming check in 5 hours before their cheap Jetstar flight.

 

[woodborer]

It is not surprising service standards drop when you have 30+ people lob into the First lounge setting up a massive group table and then proceed to order everything on the menu, each. All this after scamming check in 5 hours before their cheap Jetstar flight.

Indeed. While AFFers don't write the rules, they do drive trucks through any loophole they see

 

[boomy]

What would be the point of a tour of an airport lounge? Do you not have eyes?

'Here are some tables, here are some sofas. They are books. Through the windows you may notice some planes and a runway. Those people wearing staff uniforms are the staff. That door with the outline of a man is a toilet. Those computers you can see there are computers. Those people in casual clothes are fellow travellers you may see on your flight. The flight departures board lists flights departing. The dark red liquid in that persons wine glass is red wine'.

Honestly, if you can find the entrance you can find a seat.

First time I've visited the F lounge (it was in MEL) I had no idea that all items in the menu are free, I've never been to a lounge restaurant before (I actually thought it's like the shop in the domestic lounge, you pay for what you get). Also never been to a lounge spa before, didn't know something like that even existed. The F lounge was so overwhelming the first time that I would probably not even notice the spa if a staff member would not come and offer it.
It's easy to look at things now from an experienced FF perspective but we were all newbies once so F lounge tour and even F cabin guidance are essential to complete the whole F experience IMO.

 

[Kefci2000]

The comments on crowding are the likely cause if service has slipped.

Always had great treatment whether flying F or J (even JQ SYD-MEL).

Only once when flying J have I not been able to get into the spa. This meant more champagne of course.

Not too fussed about an escort, as they usually point you to dining area if they are too busy. And you can eat anywhere in lounge if dining room full

As said in earlier post, if thirsty go to the bar!

 

[MrJetset]

It is not surprising service standards drop when you have 30+ people lob into the First lounge setting up a massive group table and then proceed to order everything on the menu, each. All this after scamming check in 5 hours before their cheap Jetstar flight.

Ohhhhhh, snap!

 

[maninblack]

When a $16,000 return F ticket to LAX only earns 540SC's ($30 per SC) yet a $1,200 return 'business class' ticket on JQ to Bali earns 240SC's ($5 per SC) and any WP (and perhaps any OWE) on any JQ ticket gets First lounge entry it makes a mockery of the whole lounge entry system, Status earn and tier system QFF is running.

 

[blackcat20]

It is not surprising service standards drop when you have 30+ people lob into the First lounge setting up a massive group table and then proceed to order everything on the menu, each. All this after scamming check in 5 hours before their cheap Jetstar flight.

The comments on crowding are the likely cause if service has slipped.

Always had great treatment whether flying F or J (even JQ SYD-MEL).

Only once when flying J have I not been able to get into the spa. This meant more champagne of course.

Not too fussed about an escort, as they usually point you to dining area if they are too busy. And you can eat anywhere in lounge if dining room full

As said in earlier post, if thirsty go to the bar!

Well, in our case there were three of us. Two of us aren't actually that familiar with the lounge, so not an issue of perceived service decline. We didn't order everything on the menu. Nor did we barrel through too much wine. There were two other people in the dining area and as far as I could tell, no one else in the lounge at all. So they weren't busy. They just flat out sucked.

 

[medhead]

Well, in our case there were three of us. Two of us aren't actually that familiar with the lounge, so not an issue of perceived service decline. We didn't order everything on the menu. Nor did we barrel through too much wine. There were two other people in the dining area and as far as I could tell, no one else in the lounge at all. So they weren't busy. They just flat out sucked.

I didn't perceive services standards to be an issue in your situation. More the refusal to provide any service at all.

 

[blackcat20]

I didn't perceive services standards to be an issue in your situation. More the refusal to provide any service at all.

The service to start with was terrible. We're seated at a table then ignored. Had to flag down staff to place order. Anytime we needed something we had to fight to get their attention. The attitude when a polite request was made was impressive....

 

[katiebell]

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.

I've never had an escort when F on QF in Aus. In MEL I have always had a very professional greeting. In SYD this has been 50% of the time

I have had escorts in LHR and these have been fantastic: the best service and help from an airline ever (thank you Josh). Not sure if that will persist now there is a new ground manager.

DXB is another story: attempted refusal of admission because J ticket but WP card… This would never have happened in SIN or HKG transits.

I agree the standards have slipped: from amenities in showers (bring back Michael Kors amenities) and loos to food (why no more Gundowring ice cream?) and service. Still a good experience mostly but just not what is was or should be.

 

[legroom]

I tend to agree with you in general but would also post an observation.

In some (not all) swanky hotels, the staff would accompany you to the room to show you .... where the safe is, how to open the blinds, where to insert your key card etc....

I always find that "a bit too much" but as they continue to offer it, obviously some would find it useful to be "escorted" to your hotel room.

I guess that's where the possible analogy with the F lounge tour (of which I had not been offered even with a F BP on QF metal - both in SYD & MEL).

What would be the point of a tour of an airport lounge? Do you not have eyes?

'Here are some tables, here are some sofas. They are books. Through the windows you may notice some planes and a runway. Those people wearing staff uniforms are the staff. That door with the outline of a man is a toilet. Those computers you can see there are computers. Those people in casual clothes are fellow travellers you may see on your flight. The flight departures board lists flights departing. The dark red liquid in that persons wine glass is red wine'.

Honestly, if you can find the entrance you can find a seat.