Denied entry to QF Business Lounge when connecting to International OW

[xen0n33]

Hi all,

Apologies if this has been answered many times before, I could only find a locked thread when searching.

I'm traveling SYD-MEL-KUL-SIN, with the MEL-KUL-SIN sectors in J on MH and the SYD-MEL in QF Y. Reading the OW lounge access rules, it looks like I should have access as long as the International J flight is OW marketed and is over 5 hours in duration (check and check). However, I was denied entry this morning.

I tried quoting the OW rules (with emphasis on the statement that the class of the Int'l LH leg is the determining factor) but was rebuffed - she said that rule only applied on Intl'l -> Dom connections, and not the other way around (despite the "vice-versa" in the policy).

From: Airport Lounges: oneworld Lounges & Airport Lounge Access

Connecting between oneworld marketed and operated flights: First and Business Class customers connecting on the same day of travel, or before 06:00am the following day, can access the lounge when travelling between an international long haul (a oneworld international long haul flight is defined as an international flight marketed and operated by any oneworld carrier with a scheduled flight time longer than 5 hours) and an international short haul or domestic flight (and vice-versa).

Lounge access will be determined on the international long haul ticketed flight (either First of Business Class) regardless of the ticketed class of travel on the international short haul or domestic flight. You must be prepared to show your boarding pass for travel in First or Business class on the international long haul flight, in order to access the lounge before your international short haul or domestic flight.

Am I completely misreading this or do QF lounge staff just not understand the rules?

Cheers

 

[MEL_Traveller]

Hi all,

Apologies if this has been answered many times before, I could only find a locked thread when searching.

I'm traveling SYD-MEL-KUL-SIN, with the MEL-KUL-SIN sectors in J on MH and the SYD-MEL in QF Y. Reading the OW lounge access rules, it looks like I should have access as long as the International J flight is OW marketed and is over 5 hours in duration (check and check). However, I was denied entry this morning.

I tried quoting the OW rules (with emphasis on the statement that the class of the Int'l LH leg is the determining factor) but was rebuffed - she said that rule only applied on Intl'l -> Dom connections, and not the other way around (despite the "vice-versa" in the policy).

From: Airport Lounges: oneworld Lounges & Airport Lounge Access


Am I completely misreading this or do QF lounge staff just not understand the rules?

Cheers

A case of the lounge agent not understanding the rules here.

The rule is clearly ‘and v.v.’

The short haul or domestic can be either at the beginning or end of the trip.

The second para of the rules you quoted explains that in more detail… show the long haul boarding pass before you international shorthaul or domestic flight.

 

[AIRwin]

Did you end up trying the Qantas Club instead?

 

[Princess Fiona]

Hi all,

Apologies if this has been answered many times before, I could only find a locked thread when searching.

I'm traveling SYD-MEL-KUL-SIN, with the MEL-KUL-SIN sectors in J on MH and the SYD-MEL in QF Y. Reading the OW lounge access rules, it looks like I should have access as long as the International J flight is OW marketed and is over 5 hours in duration (check and check). However, I was denied entry this morning.

I tried quoting the OW rules (with emphasis on the statement that the class of the Int'l LH leg is the determining factor) but was rebuffed - she said that rule only applied on Intl'l -> Dom connections, and not the other way around (despite the "vice-versa" in the policy).

From: Airport Lounges: oneworld Lounges & Airport Lounge Access


Am I completely misreading this or do QF lounge staff just not understand the rules?

Cheers

Yep they don’t understand the rules. One of my daughters was denied access to the SYD Dom J lounge when we were flying Y to MEL and QF J MEL-LHR.
I had sent her ahead to order coffees as we had some issues at check-in with one of the tickets for another daughter.

I never did end up chasing it but they were completely wrong in refusing the access.

 

[serfty]

Hi all,

Apologies if this has been answered many times before, I could only find a locked thread when searching.

I'm traveling SYD-MEL-KUL-SIN, with the MEL-KUL-SIN sectors in J on MH and the SYD-MEL in QF Y. Reading the OW lounge access rules, it looks like I should have access as long as the International J flight is OW marketed and is over 5 hours in duration (check and check). However, I was denied entry this morning.

I tried quoting the OW rules (with emphasis on the statement that the class of the Int'l LH leg is the determining factor) but was rebuffed - she said that rule only applied on Intl'l -> Dom connections, and not the other way around (despite the "vice-versa" in the policy).

From: Airport Lounges: oneworld Lounges & Airport Lounge Access


Am I completely misreading this or do QF lounge staff just not understand the rules?

Cheers

Most definitely incorrect on behalf of the lounge agent (specifically per the vice-versa) - did you ask for a supervisor?

 

[xen0n33]

Most definitely incorrect on behalf of the lounge agent (specifically per the vice-versa) - did you ask for a supervisor?

No, and I really should have. She was so firm on the point that I started to doubt myself and went off to try and find something even more convincing.

Did you end up trying the Qantas Club instead?

I didn't, but did think about it - was a bit worried they'd refer me to the J lounge and then I'd end up going in circles. Mind you, now that I'm thinking more clearly, if someone at the Club actually understood the rule they could have been more convincing when explaining to the J lounge staff.

--

Anyway, thanks for all the replies - I'm glad to at least have it confirmed and that I wasn't completely misreading the policy.

Has anyone in a similar situation pushed for compensation? I was thinking of asking for at least a lounge pass for the future, if not some points.

 

[markis10]

I would definitely lodge a complaint as you were not given an advertised benefit, more importantly others will be in the same boat until staff training is done to correct the situation, the dragon needs to be tamed.

 

[I love to travel]

I had it happen in January - still had QP access so didn't; make an issue of it but if it is chronic in nature maybe I should have

 

[serfty]

I had it happen in January - still had QP access so didn't; make an issue of it but if it is chronic in nature maybe I should have

It is our duty to provide feedback. As indicated by @markis10, Qantas may not know training is needed otherwise.

https://www.qantas.com/au/en/support/contact-us/complaints.html