Help! Complimentary Lounge Tickets - Cannot Access

[SeekingInfo]

Hey all,
I get 2 Complimentary Lounge Tickets with Amex for Qantas per annum. But I cannot access them via the QFF Manage Complimentary Lounge Tickets - the message I get continuously is "Something went wrong. Please try again later". Last time this happened, I went to the Sydney lounge and spoke to a Qantas staff member. I even tried using their iPad - same issue. I was admitted in, however, I have one more to use and cannot access.
Qantas call centre is useless - they just repeat the same answer - "So sorry, maybe lounge busy".
I wonder if I would have the same issue if I actually paid for a membership?

 

[mannej]

Are you referring to paying for Qantas Club (QP) Access? QP info is printed on your boarding pass so no need to link passes to your flights as per the complimentary passes.

 

[SeekingInfo]

I am not able to link in the "Manage your Complimentary Pass" - it does not allow me to get that far. I just get the message "Something went wrong. Please try again later". This has been happening for the last 4 months or so.

 

[samh004]

Do you mean on this page?

Complimentary invitations | Qantas

After logging-in, this is what you should see... with your trips listed in your account at the bottom able to have the available passes at the top linked to them.

 

[SeekingInfo]

Yes - this is the page that I cannot access. This is what it looks like.

 

[samh004]

Yes - this is the page that I cannot access. This is what it looks like.

If I was in your shoes I would call Qantas and get them to link it on their end, and also fix the problem for the future, as there's clearly an issue in your account and it isn't acceptable. Escalate to a supervisor if necessary, but I wouldn't simply accept there's nothing that can be done.

Also note, you could try transferring the pass to a friend, and then having them transfer it back to you to see if that fixes things.

I read the T&C recently, they need to be linked to a booking a minimum of 24 hours prior to departure, so the lounge can't link at the front desk, or at least shouldn't be doing that.

 

[SeekingInfo]

Thank you. I will call Qantas when I am back in Melbourne. I will try the Call Centre again and ask to have call escalated, if not, is there an Ombudsman for Airlines? Sometimes these you just cannot go any further with these Call Centres.

 

[serfty]

Thank you. I will call Qantas when I am back in Melbourne. I will try the Call Centre again and ask to have call escalated, if not, is there an Ombudsman for Airlines? Sometimes these you just cannot go any further with these Call Centres.

Yes, issues like this are often outside the scripted comfort zones of most call centers these days.

There is the "Airline Customer Advocate" - more here: Industry Ombudsmen & Dispute Resolution

 

[SeekingInfo]

Thank you so much. I will let you know how I go.

 

[Ade]

Hi @SeekingInfo , how did you go with your issue? Did Qantas fix the issue?

 

[SeekingInfo]

hi, they did for 5 mins and then it was not working again. They advised I call reservations next time, so they can link it for me. However, I found it works on daughters apple laptop- maybe it is my Surface Pro that it does not like?

 

[Ade]

Ah! thanks, may be it was a once-off, laptop related issue. I sometimes find issues like these when using the mobile app on iPhone.. but glad it worked for you. Cheers, happy flying