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

[TomVexille]

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

Which should really be an utter disgrace for QF.

 

[medhead]

Which should really be an utter disgrace for QF.

No argument from me.

 

[Flying mermaid]

Re: MEL First lounge joins PER RSA push

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 must have been lucky I guess. It really just should always happen for a passenger in F on Qantas metal (I accept that they don't want to extend it to code shares). I don't see the need for an escort from checkin to the lounge and lounge to plane in Syd/Mel as these are easy to do. ( Different for an inexperienced older person perhaps). However on entering the lounge as an F passenger, especially when it is crowded, having a F host available to take you in and ensure you get some service to start with is the least you can expect!

I had an unpleasant experience in August. I had booked a Qantas codeshare to Nairobi and travelling on EK metal on 3 of the 4 legs, including the first one. On arriving at the F lounge the lounge angel wouldn't let me in until I produced my physical platinum card. Even though I was entitled to enter based on COS and my platinum number was on the boarding pass. I did take it up with Qantas later and they promised training of the person (she was very pleasant, but obviously new and confused). I don't view myself as an overly picky person, but that got to me for some reason. Anyway I was very pleased with Qantas taking my complaint seriously and looking at rectification.

I will be in the lounge at the end of March (travelling J but using WPness to enter) and again in early April as F on Qantas metal so we will see what the experiences are like then.

 

[Ansett]

Re: MEL First lounge joins PER RSA push

Have always had very good service in the Melbourne F lounge. Have had no issues or reason to complain, other than fellow passengers being loud and obnoxious on mobiles . Have always found the First check in and lounge staff to be extremely helpful pleasant and with a willingness to please.

 

[MrJetset]

Re: MEL First lounge joins PER RSA push

I use the F host because it provides a higher level of service throughout all aspects of departure. I also ensure it is provided to members of my family, whether young or old(er).

 

[ReLoad]

Re: MEL First lounge joins PER RSA push

I must have been lucky I guess. It really just should always happen for a passenger in F on Qantas metal (I accept that they don't want to extend it to code shares). I don't see the need for an escort from checkin to the lounge and lounge to plane in Syd/Mel as these are easy to do. ( Different for an inexperienced older person perhaps). However on entering the lounge as an F passenger, especially when it is crowded, having a F host available to take you in and ensure you get some service to start with is the least you can expect!

I had an unpleasant experience in August. I had booked a Qantas codeshare to Nairobi and travelling on EK metal on 3 of the 4 legs, including the first one. On arriving at the F lounge the lounge angel wouldn't let me in until I produced my physical platinum card. Even though I was entitled to enter based on COS and my platinum number was on the boarding pass. I did take it up with Qantas later and they promised training of the person (she was very pleasant, but obviously new and confused). I don't view myself as an overly picky person, but that got to me for some reason. Anyway I was very pleased with Qantas taking my complaint seriously and looking at rectification.

I will be in the lounge at the end of March (travelling J but using WPness to enter) and again in early April as F on Qantas metal so we will see what the experiences are like then.

I had a cracker last year too, in MEL sometimes its faster to not use express path for customs, so in this case I didn't anyway, went up to the lounge and still had my BP with my passport (and express card) the lady took my express card and said" you wont be needing that anymore!" and took it off me - not that it matters i have truck loads of them, but I thought it was a bit cheeky, she also asked to see my WP1 card even though I was in F on QF metal with a QF Boarding pass.

 

[RichardMEL]

Re: MEL First lounge joins PER RSA push

I've only personally ever had good experiences at the QF F lounges in MEL and SYD.

I've noted a slight deference from the counter/desk staff if you check in there with a QF F BP as opposed to say a JQ(!) or OA J BP or whatever, but when it comes to the bar or restaurant those guys don't know (unless they see your BP on the table or whatever) if you're paid F, or J or Y or Plat or whatever, and from their point of view you're in the lounge so should be treated the same as anyone else I would think.

I was in SYD F just last Friday (QF/EK to CHC iN F) and had a quick breakfast and with a say 70% full lounge/eating area I felt the service to be fine. Fairly timely (although a bit odd, when I sat down I asked for a coffee and a juice, half expecting the juice to show up first, and the coffee later, yet both showed up together about 10(!) minutes later - but that's minor to me).

Last November doing QF9 to LHR (yes in F) the service in the MEL lounge was superb to everyone that I saw, including roving staff taking meal/snack/drink orders to folks sitting throughout not just in the seated area and so on - even cncouraging those lounging about (eg "We've got some lovely food tonight, I recommend the crispy duck" - and it was good ) and so on.

HOWEVER a friend of mine was in that SYD F lounge Friday morning about an hour ahead of me and she reported a VERY different experience noting that a waiter gave her a menu then did not return until she motioned, and he apparently chided her to "turn the menu upside down if you want to order" - well I've NEVER once heard of that in any lounge or been treated like that. My friend felt a bit humiliated by this (and I would note when I was there just an hour later I was not treated this way and all I had done was put the menu to the side of the table which should be apparent I'm done reading it). She was not very impressed and it was her first time in the SYD F lounge which she'd been very much looking forward to, and that left a soup taste in her mouth. She left and went to the EK lounge.

So two contrasting experiences from the same morning. I guess it depends upon the staff on any one shift.

 

[get me outta here]

Re: MEL First lounge joins PER RSA push

When the SYD F lounge first opened, over the next few years I was fortunate to go in quite frequently, with only had a fleeting visit recent visit in 2014. I appreciated the tour once and the great food and service. I'll be in there later and am really looking forward to the same consistent experience, food and professional and friendly service.

 

[Lowjhg]

Re: MEL First lounge joins PER RSA push

tour of the lounge? I seem to always say to the person offering it 'As Usual'. I don't need to walk around looking at parts of the lounge that i always look at when i can spend more time working on stuff in the suites

 

[TomVexille]

Re: MEL First lounge joins PER RSA push

tour of the lounge? I seem to always say to the person offering it 'As Usual'. I don't need to walk around looking at parts of the lounge that i always look at when i can spend more time working on stuff in the suites

So what you're saying is that a lounge tour is offered.

 

[Lowjhg]

Re: MEL First lounge joins PER RSA push

So what you're saying is that a lounge tour is offered.

That's what i implied, yes. At SYD FCL its 75% of the time, regardless if I'm on a J or Y ticket. At MEL FCL, I've been there once and it was offered then. I will be back at the MEL FCL next week and will see if one is offered then Just to add, I've never flown F out of SYD/MEL yet so can't comment on true F service

 

[dfcatch]

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.

Nothing cheap about JQ - my last flight was $379

No F lounge either

 

[legroom]

Re: MEL First lounge joins PER RSA push

Friend

I had departed as F pax from SYD on QF metal but still no lounge tour - so, rest assured, that 25% is real [except that in my case, it has been 100%]

My next visit would be in April so I am on the lookout for any hint that has escaped my attention thus far

But really, I would politely decline anyway.

That's what i implied, yes. At SYD FCL its 75% of the time, regardless if I'm on a J or Y ticket. At MEL FCL, I've been there once and it was offered then. I will be back at the MEL FCL next week and will see if one is offered then Just to add, I've never flown F out of SYD/MEL yet so can't comment on true F service

 

[RichardMEL]

Re: MEL First lounge joins PER RSA push

I have been offered the tour a few times, but more often than not it's been either "Welcome back to the lounge" or simply "Enjoy the lounge" - I may have been asked also "Have you visited us before?" and I presume if I'd said no I'd be offered a tour perhaps. I don't know. Since I'm familiar with MEL and SYD it's not really an issue for me.

 

[yohy?!]

There has been a big drop in standards across the board in the last 2 years although I suspect it's more to do with cost cutting than anything in ie less service staff, less money spent on maintenance/pest control etc

Not a huge deal to me really after dropping to SG just no motivation to hit WP again which I could if I wanted to given my companies lax travel policy.

 

[dfcatch]

Re: MEL First lounge joins PER RSA push

The nest part of the SYD F Lounge experience is being welcomed back by Nestor

 

[Isochronous]

Too many partner airlines relying on SYD F lounge. Maybe they could consider building a second F lounge; after all CX have 2. It hasn't been the same since all the Asia flights moved to AM departures

 

[farstar]

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

The problems is if you drive a truck through things often enough people will put up a road block.

 

[juddles]

The problems is if you drive a truck through things often enough people will put up a road block.

That´s why when you find a good loophole, you don´t drive a truck through it - you use a bicycle. At night. In heavy fog. And tell noone.

 

[Lowjhg]

Re: MEL First lounge joins PER RSA push

That's what i implied, yes. At SYD FCL its 75% of the time, regardless if I'm on a J or Y ticket. At MEL FCL, I've been there once and it was offered then. I will be back at the MEL FCL next week and will see if one is offered then Just to add, I've never flown F out of SYD/MEL yet so can't comment on true F service

Friend

I had departed as F pax from SYD on QF metal but still no lounge tour - so, rest assured, that 25% is real [except that in my case, it has been 100%]

My next visit would be in April so I am on the lookout for any hint that has escaped my attention thus far

But really, I would politely decline anyway.

tour of the lounge? I seem to always say to the person offering it 'As Usual'. I don't need to walk around looking at parts of the lounge that i always look at when i can spend more time working on stuff in the suites

Its offered but i always decline. Maybe i look too young and innocent for them to believe that I'm in there all the time. As usual, YMMV regardless