Qantas extends priority boarding to SG frequent flyers

[medhead]

They arent really wrong, with the gates on a 90 degree angle to the seating, a lot of non-status pax head straight to the PB line... which would be fine if QF staff did their job and turned them away.

Actually, there is probably only one gate (20 or 21?) at Adelaide with a significant number of seats on the PB lane side. PB lane is just about always set up on the side closest to the desk, with the bin/TV stand in the way and limited seating in that area. This for both VA and QF

 

[JohnPhelan]

I explained I'd just been sitting in the lounge checking the Qantas website and that there was a twenty page discussion on FF. It was suggested I was confusing Priority Check in with Priority Boarding, I pushed the point until I reached the "Sorry Sir, those are the rules" stage and gave up.

Why didn't you show them the table on the website?

 

[blackcat20]

Actually, there is probably only one gate (20 or 21?) at Adelaide with a significant number of seats on the PB lane side. PB lane is just about always set up on the side closest to the desk, with the bin/TV stand in the way and limited seating in that area. This for both VA and QF

I must have had a bad gate as everyone approached from the side directly into the PB lane...

 

[medhead]

I must have had a bad gate as everyone approached from the side directly into the PB lane...

there is one gate that is particularly bad, it could be 18 or 19, possible the gate in the middle of the airport. Because that's where the direction changes,and there are a lot of seats on the "wrong" side. But most others only have a limited number of seats on that wrong side. Sure some people will approach from the PB side, but limited by the number of seats.

 

[nutwood]

Why didn't you show them the table on the website?

I would have, had I more time, however my flight was about to board and I'd turned everything off. I suggested that if they had internet access it might be as well if they checked the Qantas site and in fairness, one of the ladies said she'd check it out.
I've flown out of ADL a reasonable number of times, have always used the priority lane and have never been questioned, so perhaps those who actually deal with the situation are fully up to speed, or perhaps it's all bluff and it really doesn't matter which lane you walk up.
It doesn't say much for Qantas CPD though, that nine months after a much talked about change, two ladies at the Qantas Lounge service desk haven't been made aware of the change.

 

[opusman]

It doesn't say much for Qantas CPD though, that nine months after a much talked about change, two ladies at the Qantas Lounge service desk haven't been made aware of the change.

Well seriously, why do they actually need to know? They work in the lounge, they're not FAs - the boarding process is nothing to do with them.

 

[Aussie_flyer]

Well seriously, why do they actually need to know? They work in the lounge, they're not FAs - the boarding process is nothing to do with them.

They should know the status benefits because they are dealing with status customers daily who just might ask!

 

[nutwood]

Well seriously, why do they actually need to know? They work in the lounge, they're not FAs - the boarding process is nothing to do with them.

That's fair comment opusman, but in that case they should simply say that. The "I'm sorry sir but those are the rules" response to a customer who's standing there explaining that he's just checked the Qantas website, and is able to give dates and details about the change, is guaranteeed to annoy. Especially when they make no effort to check.
One lady said that if I could show it to them in writing, they'd have to honour it, whilst ignoring my suggestion to simply look on the Qantas site. The other said she'd look into it later. Surely at a service desk they'd have to have all the terms and conditions, along with the benefits and exclusions, available at a press of a button?

 

[Bandicoot]

Wow. This is the reason why I keep a copy of the rules on my phone - for easy reach. I sometimes even use the photo as wallpaper when I travel internationally and I have resorted to keeping a print out as well.

 

[Danger]

Wow. This is the reason why I keep a copy of the rules on my phone - for easy reach. I sometimes even use the photo as wallpaper when I travel internationally and I have resorted to keeping a print out as well.

You must have a very large phone.

 

[RichardMEL]

You must have a very large phone.

No, he's just pleased to see you.... but I digress.

I do agree the lounge staff should be better informed about the product. Given the majority of guests in the QC (it may be less clear in ADL as it's a shared club) will likely have status, knowing this should be routine.

Here's the thing for me though and seems a tenet of Customer Service. If the customer insists they read the policy had changed why don't they check it in their own documentation instead of flatly saying no? Surely you might think the appropriate response, unless it was a very busy time, would be "Well I believe PB is only for J and WP however let me verify this for you..." and then hopefully "Ah, it appears thie policy has indeed been updated and Gold is good to use the PB lane. Enjoy your flight" (and hopefully remember this information).

I'm hardly saying the "customer is always right" - we all know instances when they're not, but a polite inqury, specially if it's noted that a policy has changed, should be met with a more helpful response than basically "No you're wrong you must be thinking of checking in queues" or whatever. Surely you don't tell your customer what they're thinking?!

please note, I am hopeless at customer service myself and would be horrible as lounge staffer

 

[BAM1748]

I'm hardly saying the "customer is always right" - we all know instances when they're not, but a polite inqury, specially if it's noted that a policy has changed, should be met with a more helpful response than basically "No you're wrong you must be thinking of checking in queues" or whatever. Surely you don't tell your customer what they're thinking?!

please note, I am hopeless at customer service myself and would be horrible as lounge staffer

As you say, the customer is not always right, but they are the whole point.

How much effort does it take to say you are ok this time and check check it yourself later.

Matt

 

[nutwood]

Since I last posted, I have conducted further research. At Darwin, Alice Springs and Adelaide, the signs state that Gold may priority board. At all three destinations I PB'd with family (wife and child, no status) in tow. Darwin and Alice had one person processing both lines. Adelaide had two. No problems, we were warmly greeted and ushered straight through. Felt a bit silly at Darwin as there was only about ten people in the main queue but in the interests of research we still claimed privilege!

 

[flydoc]

No priority boarding offered QF796 MEL-ASP this morning

 

[eminere]

Gold passengers not included in priority boarding announcement at HBA today (only Platinums), despite updated signage at gate.

 

[SpudOz]

Gold passengers not included in priority boarding announcement at HBA today (only Platinums), despite updated signage at gate.

The inconsistency is the problem. If I had been flying Y, I would have lined up at PB. While it may be taken as a bit of the old passive aggressive thing, it would serve to remind the ground staff/crew of their own rules. Or is it it a case of way too many SGs now and the PB line would have been crowded?

 

[TheInsider]

The inconsistency is the problem. If I had been flying Y, I would have lined up at PB. While it may be taken as a bit of the old passive aggressive thing, it would serve to remind the ground staff/crew of their own rules. Or is it it a case of way too many SGs now and the PB line would have been crowded?

I've said it before and i'll say it again. For the announcements, it comes down to the fact the ground staff make their own versions up and don't follow the approved words. It happens 9/10 times. The ground staff simply don't follow what they are meant to say.

 

[Foreigner]

I've said it before and i'll say it again. For the announcements, it comes down to the fact the ground staff make their own versions up and don't follow the approved words. It happens 9/10 times. The ground staff simply don't follow what they are meant to say.

QF should re-educate their ground staff, those at boarding gates. Take them to the classroom.

 

[flydoc]

The inconsistency is the problem. If I had been flying Y, I would have lined up at PB. While it may be taken as a bit of the old passive aggressive thing, it would serve to remind the ground staff/crew of their own rules. Or is it it a case of way too many SGs now and the PB line would have been crowded?

Wanting to take advantage of this SG benefit, I did this -was the only one in the PB queue- and was fully ignored by the FA....

 

[medhead]

The announcement is only 7.8% of the problem. FAs doing the scanning are the main problem - they mostly refuse to engage with the premium boarding concept. Don't clear the premium lane first or do alternating, apologise to standard lane customers for serving premium lane first, and fail to turn away people in the wrong lane. That last is an important educational tool to getting customers to self enforce.

Interesting one for my SYD departure last night. Premium lane on the right instead of left. The announcement directed pax in rows 15 to 30 and J/P/G to use the right hand lane. A mistake that could've been corrected by the FA at the scanner. Both lines of equal length, FAs doing the scanning just served both lines simultaneously.

Wanting to take advantage of this SG benefit, I did this -was the only one in the PB queue- and was fully ignored by the FA....

I just push in in such a case.