grr-r-r ba lounge lhr

[parsonstrish]

Well, I've heard it happening to others on this board but this was my first experience.

Currently in the north ba lounge, lhr, venting.

Presented my boarding pass and QF club card. The lounge person (read, swearing here) kept saying ruby and not allowed. I said I was allowed and qantas club, would not listen to me, kept repeating mantra of ruby.

A chap appeared in ba uniform who looked like he was part of lounge staff. I asked if he was the mgr., she (read, grr-r-r) replied 'supervisor'.

So now we were both talking @ him. She is looking @ their paperwork on club card access and still repeating ruby. I say I've always been allowed in ba lounge.

He keeps trying to say to the person, I'm pretty sure this card is allowed. Now the other lounge entry person is free to chip in, saying I've had this before.

Finally, he finds the qf card. She doesn't apologize.

Thanks for listening.
trish

 

[NYCguy]

The LHR dragons are really in a class of their own!

 

[serfty]

Thanks for sharing ...

Wasn't it in LHR T4 the term "Lounge Dragon" was coined ...

 

[Evan]

Thanks for sharing ...

Wasn't it in LHR T4 the term "Lounge Dragon" was coined ...

I believe it may have been the reason the term appeared
But once inside the lounge the staff are really from my expereince rather plesent.

And i can understand why you vent !

E

 

[parsonstrish]

I'm still in the lounge and really can't understand why I am so upset by the whole thing. I think it was the way she (gr-rr-r) wouldn't even look at me or acknowledge me and the que (sp?) that got longer and longer as her voice got louder and louder.

I spoke to one of the customer service ladies re. the situation and her reply was that there are a lot of staff that work in other parts of the a/port and as she had worked in terminal 4 she is familiar with the qf access, whereas they aren't.

I think I'm just very tired. Got woken up by a child running outside my hotel room @ 2:30am a few times.

Over and definitely out re. this subject.

 

[sr81]

It's rather cathartic to have a vent once in a while. If you are tired and stressed then this is time well spent. We all enjoy a well directed rant and yours ticks the boxes.

Had huge problems getting into F lounge last year in LGW as the Lounge Dragon said my WP card was an AA PLAT card hence not allowed in......:shock:

 

[Mal]

The only changes at Heathrow that I'm aware of is a "no guest" policy for QP/Sapphire members in T4:

Changes to British Airways lounges - London

The British Airways First and Gate 10 Terraces Lounges in London Heathrow Terminal 4 are currently closed for terminal renovations, due to the relocation of British Airways flights to the new London Heathrow Terminal 5.

oneworld customers, Platinum and Gold Frequent Flyers, Qantas Club Members and customers travelling in Business Class will be invited to use the British Airways Lounge at Gate 1. Due to space restrictions, Qantas Club members, Gold Frequent Flyers and oneworld sapphire customers will be unable to invite guests to this lounge from July 2008 until the end of September 2008. Guests will be subject to space availability at all times.

The British Airways Concorde Lounge near Gate 10 will remain open for eligible First class customers.

Yeah, BA is home of "Lounge Dragons". It constantly suprises me that they have in front of them a glossy sheet of paper showing who is entitled to access the lounge, with photos of the various cards in circulation, yet will deny access and stick to their own rules rather than calling and checking or going through their paperwork.

The real issue I think is that so many people 'try it on', that they don't really trust people at all, plus they think they know the rules back to front.

 

[kpc]

The only changes at Heathrow that I'm aware of is a "no guest" policy for QP/Sapphire members in T4:

oneworld customers, Platinum and Gold Frequent Flyers, Qantas Club Members and customers travelling in Business Class will be invited to use the British Airways Lounge at Gate 1. Due to space restrictions, Qantas Club members, Gold Frequent Flyers and oneworld sapphire customers will be unable to invite guests to this lounge from July 2008 until the end of September 2008. Guests will be subject to space availability at all times.

This is quite a nice lounge with reasonable spread of food. I would have been pretty annoyed if couldn't bring a guest as a OWS when I was passing through LHR T4 in April.

 

[abc12345678]

Had no issues getting into the F lounge @ Gate 10 T4. Then boarded @ Gate 1 and realised there were more lounges. From experiences - which would you rather spend an hour or so in as a WP?

 

[spiggy_topes]

You can get lucky...by asking very nicely, acknowledging I was pushing it, etc etc I managed to get two guests into the BA lounge at Dubai last year despite the stated entry policy of one guest per WP. OTOH the lounge dragons flatly refused to let my two (very well behaved) teenage kids into the Heathrow lounge before a flight to HK - I was allowed one only. Needless to say we didn't bother. Poor PR though.

 

[Dave Noble]

You can get lucky...by asking very nicely, acknowledging I was pushing it, etc etc I managed to get two guests into the BA lounge at Dubai last year despite the stated entry policy of one guest per WP. OTOH the lounge dragons flatly refused to let my two (very well behaved) teenage kids into the Heathrow lounge before a flight to HK - I was allowed one only. Needless to say we didn't bother. Poor PR though.

At LHR it is clearly posted that ONE guest only is permitted so there is no reason to expect to get an extra guest in nor be disappointed if you still ask and then are refused

How is being consistent in applying the rules "bad pr" ?

How does their being 2 teenage kids ( well behaved or otherwise ) make a difference?

Dave

 

[spiggy_topes]

Not arguing with BA's policy or their application of the local rules. My point was that it would have been a good chance for them to go the extra mile for a high-revenue customer - a substantial part of my overseas travel is on BA.

In my experience this kind of thing can have a substantial impact on one's perception of an airline. This is why I mentioned Dubai - my friends there were impressed and mentioned they would make a particular point of flying BA in future. As all the sales people tell me, it's a lot harder to gain a customer than to lose one.

However, on reflection I was unrealistic in expecting any flexibility whatever at LHR.

 

[v8Statesman]

At LHR it is clearly posted that ONE guest only is permitted so there is no reason to expect to get an extra guest in nor be disappointed if you still ask and then are refused

How is being consistent in applying the rules "bad pr" ?

Personally I think having a rule that in "bendable" for high revenue pax is a very good thing for any airline. After all 80% of us like our egos boosted and 20% of us are liers.

 

[Dave Noble]

Not arguing with BA's policy or their application of the local rules. My point was that it would have been a good chance for them to go the extra mile for a high-revenue customer - a substantial part of my overseas travel is on BA.

The lounges in UK are busy enough as it is without starting to allow peope to take more guests. I think that consistent application of rules is a good thing since it manages peoples expectations and avoids the "waaah waaah... Why can't I do it, I was allowed last time"

Compare with QPs... how many posts have there been whining about overcrowding in the lounges and how access should be more restricted whilst also posts with people saying that they have no problems taking additional guests in. BA lounges get busy enough as it is without allowing extras

Dave

 

[serfty]

The the G1 lounge at T4 became so busy at times that the G10 FLounge was reopened until the September moves.

More here:

• The Australian Frequent Flyer Online Community - View Single Post - Changes to BA Lounges T4

And here:

• http://www.frequentflyer.com.au/community/travel-news/changes-to-ba-lounges-t4-13742.html#post182515

One thought I had was lucky my wife is PG, then I relaised, she would have been Partner QP anyway.

 

[Platy]

The lounges in UK are busy enough as it is without starting to allow peope to take more guests. I think that consistent application of rules is a good thing since it manages peoples expectations and avoids the "waaah waaah... Why can't I do it, I was allowed last time"

Compare with QPs... how many posts have there been whining about overcrowding in the lounges and how access should be more restricted whilst also posts with people saying that they have no problems taking additional guests in. BA lounges get busy enough as it is without allowing extras

Dave

Over-delivery of service can be good business, especially if the cost of such is slight. It promotes higher customer/brand loyalty and higher probability of good PR through positive word of mouth feedback to others.

BA let myself and a friend into the little lounge in Jersey on the basis of my WP, even though we were flying BE Airways to Exeter and thus probably weren't entitled. We were the only ones in the lounge so for the cost of two pieces of packet cake and two Grolsh's BA won a lot of appreciation and goodwill factor from both of us.

Lounge over-crowding is a result of airlines refusing to deliver that which they have promised to customers - this is a clear case of under-delivery of service and frankly totally unacceptable.

Refusing entry to those with entitlements is also a gross dereliction in delivery of product/service.

 

[Platy]

Presented my boarding pass and QF club card. The lounge person (read, swearing here) kept saying ruby and not allowed. I said I was allowed and qantas club, would not listen to me, kept repeating mantra of ruby.

Although I don't think it should be needed, I must admit that I tend to carry a print out of the lounge access rules when travelling. I have this at the ready to produce should such occasions arise.

 

[vt01]

The lounges in UK are busy enough as it is without starting to allow peope to take more guests. I think that consistent application of rules is a good thing since it manages peoples expectations and avoids the "waaah waaah... Why can't I do it, I was allowed last time"

Compare with QPs... how many posts have there been whining about overcrowding in the lounges and how access should be more restricted whilst also posts with people saying that they have no problems taking additional guests in. BA lounges get busy enough as it is without allowing extras

Dave

Totally agree.. I still remember when I first joined QP 10 years ago how quiet the lounges were. But they have been, slowly but surely, becoming more and more crowded. To the point where some days I couldn't get a seat. So I think a strict entry policy is a good thing.

I have in the past asked to allow 2 guests in and have been accommodated. However, I don't have an expectation that this is the norm. I do expect to be turned down day. I guess this is where the QF Partner Gold comes in. You may not get access to the FCL but at least you and your family have access to a QP...

 

[Dave Noble]

Refusing entry to those with entitlements is also a gross dereliction in delivery of product/service.

Except that this is not a case of refusing entry to those entitled, it is a case of refusing entry to those NOT entitled

If entitled to bring 1 guest in, being refused permission to bring 2 guests is perfectly correct

Dave

 

[Platy]

Except that this is not a case of refusing entry to those entitled, it is a case of refusing entry to those NOT entitled

If entitled to bring 1 guest in, being refused permission to bring 2 guests is perfectly correct

Dave

No, Dave, the original post was about Trish being refused entry to a BA lounge to which (I think we are all agreed) she is entitled...

"...Presented my boarding pass and QF club card. The lounge person (read, swearing here) kept saying ruby and not allowed. I said I was allowed and qantas club, would not listen to me, kept repeating mantra of ruby..."

In my book, such situations are unacceptable.

Of course you are right in that denying entry to those not entitled is technically correct.

But if done on a discretionary basis, in certain circumstances, it can offer good PR. You don't see any positive value in this, which is fine, but others, like me, disagree.

Whether or not airlines bend the entry rules, they should take responsibility for alleviating overcrowded lounges - a topic discussed at length elsewhere.