CLUB vs LOUNGE

[Petch]

Having done a few MEL lounge crawls over the last few weeks, including a Monday AM, Friday PM, weekend & lunchtime, I thought I should post some of my observations.

To make things clear, I presently have the “right set of cards” for any-time/any-airline access to both major domestic carriers’ lounges. Those being Qantas’ CLUB (QF) and Virgin Blue’s (DJ) LOUNGE. And I am only going to compare my MELBOURNE experiences!

 

[Petch]

The Welcome

We all know that first impressions count (when forming opinions), and let me tell you Virgin Blue’s Lounge Entrance Guards beat the Qantas equivalents, hands down, consistently.

I have actually felt genuinely welcomed, every time I have entered a The Lounge; I have been addressed by name (first name) without fail, had things explained to me (not sure if their system lets them know if I’ve been in that particular lounge before) and sent on my way with a smile & eye contact. (Importantly, each time I have used Melbourne’s The Lounge, I have not been flying Virgin Blue; rather Tiger, Jetstar or Qantas. Only once, on a Jetstar flight, was there a slightly sour tone from the representative, when I was somewhat curtly informed “you know this isn’t Jetstar”. (In my mind was; derrrr, I have placed a Priority Pass card on the counter, I obviously know where I am.) But overall, as I have to interact with staff on arrival (like Gold & Club members do at Qantas) it is a pleasant experience to do so, with the happy people at Virgin Blue.

The contrast between the Virgin Blue experience and Melbourne’s Qantas Club couldn’t be more extreme. There is NO welcome to the Qantas Club, and indeed, as they have recently placed tape across the far side of the entrance area (designed to force you towards the counter) the best you can expect from a Qantas rep is an elongated, unwelcoming stare at your cards validity, before eyes are pointed back down on whatever was more importantly occupying them, before your arrival. (Prior to the taping off of the entrance, I was quite happy to simply flash my card, get a quick nod and keep walking, which was particularly useful for bypassing any queue [Gold & Club members] at the counter. I do not like being forced into some kind of unpleasant interaction, with a generally sour Qantas representative.)

 

[Petch]

Lounge Area Staff

Cleanliness & Clean-up promptness: Qantas staff seem to move through their lounge, spot cleaning and removing empties, more frequently than their Virgin Blue counter parts. Granted DJ’s lounge isn’t as busy, but the only way I can judge the effectiveness of cleaning is how long I have to wait for my table to be cleaned, and how many tables aren’t clean/cleared when I arrive.

 

[Petch]

Furnishings

Magazine Rack: Great selection at Virgin Blue, breadth (title) & depth (quantity in stock), and they aren’t in those plastic QF covers (but do have a sticker advising they are not freebies to be taken away). I also like the horizontal level display, rather than the vertical bookcase style which Qantas uses.

Seats: QF seats have better padding, and are a bit wider than those DJ use, so in general are more comfortable. I also think it is important to note, a subtle difference in how the seats are laid out in the two lounges. QF is very much group oriented, where you find clusters of four or more seats together, where as DJ is more couple/solo oriented, where seats are grouped into twos. (Obviously in either lounge, you can move furniture a little to accommodate your needs. But the problem I find, during overcrowding time @ QF is solo travellers (like me mostly) taking up a personal space around 3 empty seats. (I know you can interrupt someone and ask if the seats are free, but that’s not the point! Qantas has got it right in the new First lounges though, where there are single seats along the windows, giving a nice personal space for solo travellers. As an aside Adelaide’s The Lounge actually uses a diagonal-facing single seat layout along its window, which is fantastic for solo travellers.) The “diner style” counter seats in the café area @ DJ don’t have enough depth to them.

Tables: QF wins, with nice side tables using a centre leg, which leaves loads of space around for carry-ons. DJ uses tacky looking boxes, which take up too much ground level space, but at least they are more lightweight to move around, if needing to rearrange the furnishings.

 

[Petch]

Food & Beverages

Bar Staff: During peak times QF puts up tape, so people have to queue for the wet bar, I AM NOT A FAN OF TAPE! (They obviously need more staff/bar space, not more tape!) Their staff are pleasant and efficient, and of course I have my favourites. DJ has a self service wine/beer zone (post mix & juices not too far), but if there is a staff member behind the bar as you approach it, they will interact with you, and I have had drinks poured for me and on one occasion even asked if I would like to try some kettle crisps. (The bar staff @ DJ are much more relaxed (/less run off their feet) than those @ QF, which generally translates into a more relaxing atmosphere, and happier me.)

Drinks: No spirits @ DJ, however the bubbles are flowing from 11am. And during a recent lounge crawl between an open DJ bar and closed QF one, I’m all for bubbles@11! A quick mention of the drinking glasses (i.e. not the champagne ones) @ DJ; they are offensive, and either the DJ washing system is failing or they are so scratched it’s time to throw them away! (Also, bit of a culture shock, seeing people drinking Crown Larger @ DJ straight from the bottle, when QF always serves beer into a glass.)

Food: DJ is on a huge winner with its sandwich bar. Generally, two types of cold cuts, major salad options (lettuce, tomato, carrot… etc) a few types of bread/rolls (but importantly, if the toast making bread is still out, you can make a huge sandwich, that outranks the one Qantas gives you (pre-paid) on their lunchtime flights), slices of cheese (damn cubes in Adelaide) salad dressings, salt and a huge red pepper grinder. I did witness as QF food counter rep once advising how to make a sandwich from one of those small generic Qantas rolls, but seriously! QF does however have a nice range of more “exotic” salads on offer, including rice, pasta & noodle varieties AND finger-food sandwiches if you get in quick when a tray is brought out.

Both lounges have biscuits (DJ with self-serve cookies & counter-serve biscotti & QF with cake). Breakfast-wise I’m not a cereal fan so prefer the QF offerings.

Nibble-wise; pretzels, crackers & rice crackers @ QF, with DJ also having chips & “The Lounge Mix” (rice crackers & nuts)

 

[Petch]

Facilities

Computers: Not many @ DJ, but commensurate with demand. I do like the lap top benches though, with easy-access power. Simply not enough for demand @ QF!

Toilets: DJ needs to focus on cleaning them more regularly, they do get a bit messy, whereas QF is always spotless. The fittings are nice @ QF, and the cubicles are the right size to easily take your wheelie-bag in with you, whereas at DJ bit to small to roll in without some messing around.

Showers: Fittings are nicer at Qantas, but DJs are spacious enough, they also have ironing boards in the shower rooms @ DJ (I assume you just ask at reception for an iron). A big benefit @ DJ is not having to traipse the towels back to the front desk, as there is a return slot in the shower zone. The razor that you get at DJ is 3 blades, not blunt, good on sensitive skin and superior in every aspect to the razor you get at QF. (I have, not once, come away from a meeting with a QF razor unscarred.)

Entertainment: At DJ, the pool table seems to get a bit of use, but the movie theatre doesn’t seem popular. Both lounges have ample big screen TVs for those wanting to watch something (e.g. Sky News)

 

[Petch]

The Exit

Finally, another important part of good customer service, is when it ends. At Virgin Blue (so long as the counter staff aren’t busy) you are farewelled, wished a good flight or whatever, all with a smile and eye contact. Whereas at Qantas your lounge experience ends with a whimper not a bang, as you simply walk out.

So, on the ground in Melbourne, Virgin Blue's people tend to outshine Qantas staff with a consistent, friendly, welcoming, helpful attitude… that leaves me feeling that Virgin Blue is “fresh & personal”, whereas Qantas comes over “stale & rote”.

 

[rwatts]

Also, bit of a culture shock, seeing people drinking Crown Larger @ DJ straight from the bottle, when QF always serves beer into a glass.

QF seems to depend where you are. At ADL they will only serve into a glass and people who ask for a bottle are told they are not allowed to. In CBR they usually ask "glass or bottle ?" and either is fine.

Richard.

 

[Petch]

QF seems to depend where you are.

True!

Personally, I do like the regional variation & local responsiveness Qantas Clubs have. But I also like the elements that are the same nationally. Fine line, getting the balance right I guess.

 

[zig]

Thanks Petch, some interesting observations and points raised.

 

[wallacej]

Re: Facilities

Computers: Not many @ DJ, but commensurate with demand. I do like the lap top benches though, with easy-access power. Simply not enough for demand @ QF!

Just need to add in here that DJ were the first to offer free wireless hotspot, so you can use your own laptop if their desktop machines are all in use.. hasn't happened very often though.

Entertainment: At DJ, the pool table seems to get a bit of use, but the movie theatre doesn’t seem popular. Both lounges have ample big screen TVs for those wanting to watch something (e.g. Sky News)

If no one is watching the big screen, and you want to change channel, staff have always been happy to get the remote control from the locked cupboard, and leave it with you to watch whatever you like... of course, I always ensure I hand it back to make sure this continues to happen for others.

As for the other TV's so long as no one else is watching, you can change the channels to watch whatever you like. You can ask for the control, but I prefer to simply scroll through on the box... unlike QF where you are stuck with what ever has been set.. and channels are no doubt selected in line with exisiting alliances???

Having spent 40 visits last year in DJ, and 30 in a QF lunge, you have done a very good job at comparing the two.... well done... however, I would prefer the secret on how good a job DJ is doing to remain a secret... I am enjoying the peace compared to QF..

 

[taswegian77]

Hi,

Some excellent points about the lounges.

I am waiting for the new business lounges to open, if only to see if they will serve alcohol earlier then 1pm. As I do most of my travel overseas it is never an issue to get bubbles at 9am in the F lounge. I have noticed that they ask you for a coffee or juice but I always ask for the bubbles with my omelette.

 

[simongr]

Interesting observations - as a non-DJ flier and having heard so many rave revewiws of the Lounge I was intrigued by this. Some of the things that you see as bad with the QF lounge are things that just dont bother me.

I personally have no desire to be welcomed into the lounge or farewelled - but that is a personal preference.

From my take on this the lounges seem overall to be even except on the booze before 1pm (my flights are mostly int'l so not a problem or they are early morning/late evening so again no major dramas) and the DJ food.

Thanksf or the insights on how the other half live

@taswegian77 - I too am not averse to bubbles with breakfast - in fact I am already thinking about Sunday's flight

 

[codash1099]

It seems to me that the comparative advantages and disadvantages come down, to some extent, to the level of use of the facilities. For example it is easy to be friendly and welcoming when the traffic is not that great.

Maybe this begs the question - why are the lounges relatively under-utilised? (I admit to having never been into a DJ lounge, but the general comments is that they are not crowded in comparison with the QC).

 

[BiziBB]

Petch,
Great reports; maybe you should resell Priority Passes or whatever membership you use, as many will want to try it after reading your survey.

Are you a member of the DJ Lounge or using PP or something else?

 

[JohnK]

It seems to me that the comparative advantages and disadvantages come down, to some extent, to the level of use of the facilities. For example it is easy to be friendly and welcoming when the traffic is not that great.

I was the only one in CNS QF Lounge last Monday morning and I had a very nice welcome. I was even told that I would be given a special announcement when my flight was about to board.

I passed through BNE domestic every day last week and whilst you do not get a personal greeting I got a nod from the person at the desk every day. One day he even assisted me with a free STD call with service desk phone.

I have had very nice welcomes in less busy QF Lounges and one memorable one was in AKL domestic last November waiting for the last flight to CHC. The lady was very friendly and was giving me an update on a regular basis as the aircraft was running late.

I would like to have the opportunity to try out the DJ lounge myself but I am not paying $30 for a single entry when I can just walk into the QF Lounge anytime I want. There was a discussion on AFF last year sometime about DJ giving QF elites a single invite into the DJ Lounge to try it out but this never eventuated. No great loss but if anyone happens to be in T2 this Saturday 9/2/08 between 14:00-15:00 and can guest me into the DJ lounge I would be happy to have look around. Otherwise I will be in the QF lounge having a couple a beers and some sparkling wine before my el cheapo DJ flight to CBR.

Even from the information reported on this site I still think the QF lounges are streets ahead of the DJ lounges and hopefully the new QF Business Lounges will be even better. Just because a lounge is near empty does not make it a good lounge or even comfortable. Why is empty? Hard to maintain status? Not enough people willing to spend money to join the DJ lounge? Is there some sort of secret ritual before being allowed to join?

 

[alien]

The Lounge does at times get crowded (and has been in the afternoon) on the last 2 occassions within the last 2 weeks at Sydney.

Melbourne and Brisbane are virtually dead when I've been there.

 

[Petch]

Are you a member of the DJ Lounge or using PP or something else?

http://www.frequentflyer.com.au/community/airport-lounges/priority-pass-just-joined-11846.html

 

[Yada Yada]

Re: The Exit

Finally, another important part of good customer service, is when it ends. At Virgin Blue (so long as the counter staff aren’t busy) you are farewelled, wished a good flight or whatever, all with a smile and eye contact. Whereas at Qantas your lounge experience ends with a whimper not a bang, as you simply walk out.

So, on the ground in Melbourne, Virgin Blue's people tend to outshine Qantas staff with a consistent, friendly, welcoming, helpful attitude… that leaves me feeling that Virgin Blue is “fresh & personal”, whereas Qantas comes over “stale & rote”.

Thanks Petch. As a visitor to both lounges, I agree with all of your points. As you say, the VB Lounge staff make a big difference to the overall experience (which carries through to on-board crew IMO).

A few things I'd add:
1. Coffee - I love the fact that I can get fresh espresso made any way I like it by a person. The coffee out of the automatic machines in the QP is fine but nowhere near as good.

2. I find the look and feel of QF's lounges just a little nicer - can't exactly say what/why but I guess the decor just appeals a little more for some reason.

3. Snacks - the soya crisps are nice too!

 

[JohnK]

Are spirits available in the DJ lounge?