Denied access to Qantas Lounge Hong Kong (disrupted CX itinerary)

[jpp42]

I a bit upset that I was denied access to the Qantas lounge in Hong Kong today. I am SG and flying on an all-OW three-city itinerary as follows: SYD-SIN-BOM, BOM-HKG-HND, HND-SYD. This was all booked through Qantas, but on closer inspection of the itinerary, I see that the BOM-HKG-HND segment was actually a separate e-ticket issued by CX. The Qantas e-ticket only covers the open jaw SYD-BOM and HND-SYD sections. I guess Qantas was merely acting as a travel agent in booking this BOM-HND segment for me?

At any rate, this morning's BOM-HKG, CX 696 was delayed by two hours and I missed the connection to CX548, HKG-HND. This was actually known in advance and promulgated as a "schedule change" and hence at check-in at BOM, they searched for an alternate flight for me and re-accommodated me on NH860. I knew that this might cause problems with points and status credits, but I could likely apply later to Qantas to get credit since it was an involuntary change. I consoled myself with the assumption that I'd get to spend the time in the Qantas lounge.

However, I never had any idea that I would be denied access to the lounge, given that I still paid a Oneworld airline for my ticket, booked it all through Qantas, and am a Qantas card holder (not some other random OW airline). I do see that the rules strictly require the next onward segment to be on a OW carrier, or Jetstar, but I thought there might be some leniency since I didn't choose to be re-accommodated on ANA. The attendant even indicated the lounge wasn't very busy, but still refused entry, and also refused to let me speak to a manager, stating that there the rules were strict and there was no chance.

Fortunately I was able to get access to the Cathay lounge (I'm at "The Cabin") and it's perfectly fine, but I was looking forward to the well reviewed Qantas lounge.

My question then is, is this normal, to refuse lounge access, even though I've shown the loyalty by purchasing my itinerary through Qantas, used OW carriers where Qantas flights weren't available, and would have had access were it not for an involuntary change? Would this have been different if I had WP or higher? This doesn't seem very fair and makes me question my Qantas loyalty. I am not sure if I will make WP anyway, and might as well go for Virgin for the rest of my flying and see if I can renew WP there (the Virgin HK flight is one I can use).

Thoughts?

 

[juddles]

Thoughts?

Just two points.....

There is no such thing as pax loyalty. The concept is simply not rewarded. Don't be a loyal Qantas customer - do what is best for you. If you can find better flights/tickets/treatment, GO THERE!

And the second is regarding the person who denied you entry. What a hard job! Every second time I enter a lounge I see someone trying it on with the staff. Not saying in your circumstances that you were unwarranted. On the contrary I see your point and "if" I made the rules I would have welcomed you. But that poor person at the entrance has a boss that tells them both strict and unclear rules.

 

[defurax]

I'm not surprised that QF wouldn't give you access to the lounge as they can't charge ANA for lounge access. I'm actually surprised that CX gave you lounge access and showed some flexibility. There are many OW flights to HND from HKG operated by JL, CX and KA not sure why they put you on ANA.

 

[muppet]

Thoughts?

Just two points.....

There is no such thing as pax loyalty. The concept is simply not rewarded. Don't be a loyal Qantas customer - do what is best for you. If you can find better flights/tickets/treatment, GO THERE!

And the second is regarding the person who denied you entry. What a hard job! Every second time I enter a lounge I see someone trying it on with the staff. Not saying in your circumstances that you were unwarranted. On the contrary I see your point and "if" I made the rules I would have welcomed you. But that poor person at the entrance has a boss that tells them both strict and unclear rules.

I agree. This happens a lot and the pax always gets the worst deal possibly interpreted by the rules.

Over in the QR thread on another site an pax was flying F and waiting in the F lounge for them to fix a QR-caused misconnect - the solution was in J to another destination nearby, re-issued boarding passes and as they were now in J booted from the lounge!!!

 

[Himeno]

I'm not surprised that QF wouldn't give you access to the lounge as they can't charge ANA for lounge access. I'm actually surprised that CX gave you lounge access and showed some flexibility. There are many OW flights to HND from HKG operated by JL, CX and KA not sure why they put you on ANA.

There are 3 oneworld HKG-HND flights and another 6 to NRT (1 via TPE). CX548 is the first flight, normally departing at 0840.

The other oneworld HKG-HND flights are JL26 at 1535 and CX542 at 1620. NH860 is an hour before JL26.
If the flight into HKG was 2 hours late, then they would have missed connections to 4 of the NRT flights with the next via TPE (arriving in NRT after the next flights to HND) and the last NRT around the same time as the next HND.

The only reason I can see to justify moving across to ANA is if JL26 was full.

 

[jpp42]

And the second is regarding the person who denied you entry. What a hard job! Every second time I enter a lounge I see someone trying it on with the staff. Not saying in your circumstances that you were unwarranted. On the contrary I see your point and "if" I made the rules I would have welcomed you. But that poor person at the entrance has a boss that tells them both strict and unclear rules.

Yeah, agreed it's not a great job. They don't really get much interaction with the passengers who are allowed in - they just walk right out. But they have to have discussions with people like me in these situations. I guess I came across as an asshole for asking for a manager, I promise I was professional and calm about it - I just thought the agent didn't understand that the situation of moving to an ANA flight was not under my control.

 

[jpp42]

If the flight into HKG was 2 hours late, then they would have missed connections to 4 of the NRT flights with the next via TPE (arriving in NRT after the next flights to HND) and the last NRT around the same time as the next HND.

The only reason I can see to justify moving across to ANA is if JL26 was full.

Yes, JL26 was full; this was the one the agent at BOM was originally trying to get me on. It only had J seats. I did offer to accept NRT instead of HND if that helped, but he said it was no problem to use the ANA flight.

 

[MEL_Traveller]

My question then is, is this normal, to refuse lounge access, even though I've shown the loyalty by purchasing my itinerary through Qantas, used OW carriers where Qantas flights weren't available, and would have had access were it not for an involuntary change? Would this have been different if I had WP or higher? This doesn't seem very fair and makes me question my Qantas loyalty. I am not sure if I will make WP anyway, and might as well go for Virgin for the rest of my flying and see if I can renew WP there (the Virgin HK flight is one I can use).

Thoughts?

The Qantas lounge agent was correct. You were flying ANA and were not entitled to use the lounge. CX recognised the problem and granted you access, although by the rules they didn't have to. ('Morally', well that's debatable as well.)

Qantas platinum would have made no difference to access.

Buying your ticket on the QF website, having a oneworld ticket, or being a QF member doesn't count for anything when you are not flying a oneworld. And even with 'partner' airlines (those associated with QF, but not part of oneworld) you need to be aware of the limitations of Qantas status.

unfortunately most of us have been caught out by lounge rules at some stage. But once it happens the good news is that it doesn't happen again The next time an airline offers you an alternative routing you'll be prepared with questions such as lounge access.

 

[jpp42]

I'm not surprised that QF wouldn't give you access to the lounge as they can't charge ANA for lounge access. I'm actually surprised that CX gave you lounge access and showed some flexibility. There are many OW flights to HND from HKG operated by JL, CX and KA not sure why they put you on ANA.

I would have thought they would still charge CX since the e-ticket number would have still been a CX ticket, just endorsed onto ANA? But maybe that's not quite how it works.

I guess the fact that CX allowed me access with almost no trouble at all (they just wanted to see my original itinerary), was what prompted to make the post here, as I was surprised that if it was easy for CX, why Qantas wouldn't have considered it. But I guess as they don't have to charge themselves in this scenario, there's more opportunity for flexibility.

Thanks all for the comments and advice.

 

[MEL_Traveller]

I would have thought they would still charge CX since the e-ticket number would have still been a CX ticket, just endorsed onto ANA? But maybe that's not quite how it works.

I guess the fact that CX allowed me access with almost no trouble at all (they just wanted to see my original itinerary), was what prompted to make the post here, as I was surprised that if it was easy for CX, why Qantas wouldn't have considered it. But I guess as they don't have to charge themselves in this scenario, there's more opportunity for flexibility.

Thanks all for the comments and advice.

You hit the nail on the head here. CX let you in because they were responsible for the re-route and don't have to charge themselves. QF likely has no lounge access agreement to be able to charge ANA, or charge CX if they let an ANA passenger in to the lounge.

The e-ticket is not really relevant. Airlines can issue tickets as agent for other airlines. It doesn't mean that lounge access and other FF benefits are immediately afforded simply by virtue that the ticket is issued by a OW airline. QF issues tickets for travel on all sorts of other airlines, but lounge access doesn't accrue simply because it's QF ticket stock.

 

[jpp42]

The e-ticket is not really relevant. Airlines can issue tickets as agent for other airlines. It doesn't mean that lounge access and other FF benefits are immediately afforded simply by virtue that the ticket is issued by a OW airline. QF issues tickets for travel on all sorts of other airlines, but lounge access doesn't accrue simply because it's QF ticket stock.

Thanks for the explanation. As far as other FF benefits, one funny thing did happen though - when collecting my bags at HND, which had been checked through with the OneWorld priority bag tags, someone had added StarAlliance Priority tags. So my bags had the priority tags from two alliances. Indeed they came out with the priority bags too, even though it seems I was not eligible for that amenity, not having status on StarAlliance. Not going to complain

 

[MEL_Traveller]

Thanks for the explanation. As far as other FF benefits, one funny thing did happen though - when collecting my bags at HND, which had been checked through with the OneWorld priority bag tags, someone had added StarAlliance Priority tags. So my bags had the priority tags from two alliances. Indeed they came out with the priority bags too, even though it seems I was not eligible for that amenity, not having status on StarAlliance. Not going to complain

This is fairly common practice. Bags at intermediate points where there's a change of airline are often retagged with new priority stickers for the operating airline. The ANA people likely assumed you were entitled to priority because of the incoming tag. (Normally, if you aren't entitled to priority on the last carrier, check-in won't tag priority from the start.)