Lounge Access on Re-routed flights

[ajw373]

Had an odd experience the other day. Was flying CBR-SYD-BKK (QF23) with the wife and 2 kids.

Our CBR-SYD flight was cancelled due to an unserviceable a/c (no points for guessing it was a 717), the next flight to Sydney was full and the 3rd was delayed. So we missed QF23 and were booked on QF8419 (EK419) leaving later that evening.

Anyway we get to Sydney international (after going into town for a little bit to kill time) and make out way to the Qantas lounge, I hand over my boarding pass and more or less get asked what I am doing there. I look at my pass and see no status next to my FF number, so pull out my Qantas gold card. Lounge dragon says, sorry but your flying Emirates you are only allowed once guest in the Qantas lounge. I then explain to her I was originally booked on QF23 that morning, showed her the QF23 boarding passes issued at check-in and said due to your cancelling the connecting flight we missed it and YOU have now booked me on Emirates and delayed us for 10 hours. So the least you could do is let us in.

Nope, sorry your boarding pass says EK419 so your not allowed in, Emirates policy is 1 guest only and kids count as guests. Then 2nd dragon pipes up and says, but if you were booked on QF8419 then it would be ok. Anyway pull out my phone and voila, the Qantas app shows we were actually booked on QF8419 and in we go.

Seriously, would have thought if Qantas rebooked you onto another carrier due to their own issues, regardless of who that carrier is, they would at least apply lounge access rules based on the original booking. Doubly so for delaying you for 10 hours! But seems that isn't the case. Lucky for us we were booked on QF8419 as otherwise it would have been too bad so sad...

Oh and no kids meals were loaded for out kids either, despite the lounge agent in Canberra, when changing the booking noticing our request and whilst I was standing there specifically ringing Emirates in Sydney to ensure two were loaded. But that is another story...

 

[JohnK]

I believe you are entitled to lounge access as per original routing. Qantas should have organised this not left it up to you.

What if you were put on the TG flight? No lounge access? Not quite. Poorly trained staff again.

 

[ajw373]

That would be common sense wouldn't it? 3rd Party port yeah I could understand to an extent, but Sydney?

Might just drop them a line to make them aware of it.

 

[AustraliaPoochie]

Personally, I would have fluffed off to and enter the SYDi EK lounge. Or would have tried to anyway.
Better to watch the planes from eye level.

 

[moa999]

Classic case of Computer Says No syndrome, and organsisations not empowering staff to deal with out of the ordinary situations or use any form of common sense

 

[serfty]

Classic case of Computer Says No syndrome, and organsisations not empowering staff to deal with out of the ordinary situations or use any form of common sense

I think it comes down to the bean counters. ... on this case I am not sure the EK/QF relationship is all that rosy currently.

 

[cmon0005]

I always thought the QF lounge family access policy applied to anyone entering the lounge not just qf pax?

 

[Mattg]

I always thought the QF lounge family access policy applied to anyone entering the lounge not just qf pax?

My understanding is that it would be based on the policy of the airline/program "paying" for the lounge access. So, if you were an Admirals Club member using a QF lounge, for example, your guest allowance would be based on AA's guidelines. QF shouldn't care if AA allows more guests than QF, as AA would be paying for each of them (in this example).

 

[ajw373]

My understanding is that it would be based on the policy of the airline/program "paying" for the lounge access. So, if you were an Admirals Club member using a QF lounge, for example, your guest allowance would be based on AA's guidelines. QF shouldn't care if AA allows more guests than QF, as AA would be paying for each of them (in this example).

Would think you are right. In my case however I paid for Qantas and was rebooked EK, so reckon the original Qantas rules should have applied.

 

[ajw373]

I sent through a complaint form to Qantas re this issue and this is my reply. I am still peeing myself laughing.

For one never complained about the delay, I know you know what happens and was happy they found a reasonable alternative the same day. And the comments about food, took the opportunity to say how I felt the quality and choice has gone down hill recently, especially in Canberra after they cleared away breakfast. But apparently I am wrong, there has been no decline...

"Thank you for getting in touch with us.

We deeply regret the flight delay that you experienced and acknowledge the impact that this has had on your schedule. We take every measure to prevent situations like this but sometimes a delay is unavoidable. I am sorry that this was the case and would like to sincerely apologise for the inconvenience this has caused you.

I sincerely apologise for the misunderstanding when attempting to access the Qantas Lounge in Sydney. However it is pleasing to hear that this was rectified and you were allowed entry with your family.

Qantas also aims to provide the highest level of service for passengers to enjoy so it is disappointing to hear that we did not meet your standards. I can confirm that the food availability and quality in our Lounges have not declined and it is unfortunate to hear of your feedback regarding this. We trust that this was a one off experience and that your future visits will meet your expectations.

Please be assured that we place high priority on customer satisfaction and welcome any comments and suggestions from our passengers, as this helps to identify where we need to make improvements in order to meet our customers' needs more effectively."