MEL First lounge joins PER RSA push

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blackcat20

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Also I feel complaining about Accor staff wasn't necessary. You could have done that via feedback.

It kinda was necessary, the service was atrocious. I had to go up to the bar to order food in the end, as they wouldn't come near us (and there were only two other people in the lounge, so they certainly weren't busy).
 

CMA222

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Sad to say the least.

How about the self serve alcohol? Who monitors consumption? ..........

My thoughts precisely regarding self serve. This is totally unacceptable given Accor are contractors providing a service to Qantas customers. If QF do not consider it worth investigating (and correcting) they are failing to support their (status or high spend) customers the way customers expect to be supported. No doubt there is a RSA policy that Accor will fall back on but if it is a judgement or an error that needs rectifying action needs to be taken. The contractors need to be put in their place if the action was simple retribution. I will be very wary as a result when next in the F lounge in Melbourne so the damage is already done.

I was once asked to leave a bar in King Street Wharf, Sydney, that I was a regular at. I was known to the staff as a person who bought them business through large staff functions for my staff. The reality was I came straight from a flight from New York via LAX to Sydney then on to a function at this establishment. I was drowsy towards the end of the afternoon but not from alcohol, just from the time zones changes and the travel. The young duty manager made a totally wrong assessment which cost the venue, when I and two other businessmen with me withdrew our patronage for their and my continuing regular staff functions, because of the way I was treated.

Senior management of the venue later tried to recover the situation, when they realised the duty manager got it very wrong, but it was too late. Their is a message here for QF. I have never been back and nor have my staff, or the staff employed by the other businessmen. An expensive mistake.

I support my staff and do not subscribe to the idea the customer is always right, but if my staff are wrong they know about it. If they are right the customer knows about it.

Time for QF to step up.
 

blackcat20

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My thoughts precisely regarding self serve. This is totally unacceptable given Accor are contractors providing a service to Qantas customers. If QF do not consider it worth investigating (and correcting) they are failing to support their (status or high spend) customers the way customers expect to be supported. No doubt there is a RSA policy that Accor will fall back on but if it is a judgement or an error that needs rectifying action needs to be taken. The contractors need to be put in their place if the action was simple retribution. I will be very wary as a result when next in the F lounge in Melbourne so the damage is already done.

I was once asked to leave a bar in King Street Wharf, Sydney, that I was a regular at. I was known to the staff as a person who bought them business through large staff functions for my staff. The reality was I came straight from a flight from New York via LAX to Sydney then on to a function at this establishment. I was drowsy towards the end of the afternoon but not from alcohol, just from the time zones changes and the travel. The young duty manager made a totally wrong assessment which cost the venue, when I and two other businessmen with me withdrew our patronage for their and my continuing regular staff functions, because of the way I was treated.

Senior management of the venue later tried to recover the situation, when they realised the duty manager got it very wrong, but it was too late. Their is a message here for QF. I have never been back and nor have my staff, or the staff employed by the other businessmen. An expensive mistake.

I support my staff and do not subscribe to the idea the customer is always right, but if my staff are wrong they know about it. If they are right the customer knows about it.

Time for QF to step up.

My partner and I have been saving QFF points with the intention of doing F to the US in the next year or so; as a result of Wednesday we will probably depart from Sydney rather than Melbourne due to how we were treated. It's a pity, as the MEL lounge has always been heralded as more intimate than Sydney...but at least in Sydney the bar staff are always up for a chat about the wine, and happy to serve me another glass.
 

mannej

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I was once asked to leave a bar in King Street Wharf, Sydney, that I was a regular at. I was known to the staff as a person who bought them business through large staff functions for my staff. The reality was I came straight from a flight from New York via LAX to Sydney then on to a function at this establishment. I was drowsy towards the end of the afternoon but not from alcohol, just from the time zones changes and the travel. The young duty manager made a totally wrong assessment which cost the venue, when I and two other businessmen with me withdrew our patronage for their and my continuing regular staff functions, because of the way I was treated.

Senior management of the venue later tried to recover the situation, when they realised the duty manager got it very wrong, but it was too late. Their is a message here for QF. I have never been back and nor have my staff, or the staff employed by the other businessmen. An expensive mistake.

I support my staff and do not subscribe to the idea the customer is always right, but if my staff are wrong they know about it. If they are right the customer knows about it.

Time for QF to step up.
I am looking at the flip side here, but you have made a decision out of spite considering what seems to me the young duty manager following their RSA obligations. Should that staff member have been punished for following their obligations, IMHO they would have been more than entitled to make a complaint to OLGR.
 

GalaxyNexus

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It kinda was necessary, the service was atrocious. I had to go up to the bar to order food in the end, as they wouldn't come near us (and there were only two other people in the lounge, so they certainly weren't busy).

I have (almost) similar experience in the SYD F lounge. When I (usually travelling alone) come to the dining area waiting to be seated, I felt like the staff just pretend that they don't see me for a while, then when I got their attention they let me pick a table, then the same disinterested waiting and having to grab attention to make my order. Had this happened in a restaurant that I have to pay for, I would've walked out (have done so few times).

Once the order is placed though, it's all good and the food is great so I'm not that inclined to waste my time complaining. This happened between 50-100% of the time in the past year. Had no problems the year before when the service feels way more proactive.

First world problem, I know... :-|
 

Ben174

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Being a partner in 3 bars, 2 clubs and 4 restaurants myself, this is something i have seen in the past. Over zealous venue managers get pulled up by a customer for service issues and some of them just feel they have a vendetta to get them back, and the old RSA cut off seems to be it. While not common , i have seen it about 3 times over the past 2 years over the 10 venues (that i have been told of anyway), and this is usually immediately followed up with ramifications. Hope you got names and can make a complaint to have their behaviour followed up on, even if you were poured 4 x 1.5 standard drinks in 4 hours, this is highly grounds for cutting off unless abusive behaviour, slurring, glazed eyes or stumbling occurred which in most people doesn't!
 

DC3

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Do we need to be the devil's advocate here? I think that QF does a good enough job in that regard without our help. I'm supporting JessicaTam.
 
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Also I feel complaining about Accor staff wasn't necessary. You could have done that via feedback.
JohnK have you not read the thousands of accurate, inciteful and intelligent posts that both JT and bc have contributed to AFF? They are very rational and intelligent people - well seasoned in all facets of the flying game particularly lounges and lounge etiquette - I think they may be far better placed to decide which course of action was appropriate at that point in time.
 

Ben174

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A good old manager to dish pig for a week tends to work well in rectifying behaviour I've found lol
 

Mr_Orange

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JohnK

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It kinda was necessary, the service was atrocious. I had to go up to the bar to order food in the end, as they wouldn't come near us (and there were only two other people in the lounge, so they certainly weren't busy).
I understand there may have been service issues but I still feel best course of action would have been feedback after the event not a direct complaint to staff. Even if those staff are Qantas sfaff they work with the Accor staff daily.

P.S. I know it's in your other post but don't expect better service in SYD F Lounge. I was there 4 weeks ago and asked 2 different staff for a menu and both asked where I was sitting. I mentioned I was at the desktops and they said they'd be there in a few minutes. You guessed it. No one turned up. After 20 or so minutes I went back to kitchen and ordered breakfast. She sort of apologised. It wasn't quite an apology. More like an "Oh! ".
 
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tuapekastar

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It was definitely not in our interests to challenge it at the time.

As we headed to our flight I stopped to chat with the gentleman. (I now think he is a QF staff member, not an Accor staffer). I explained that I was disappointed with his decision. I also suggested that his count of our drinks was inaccurate, as we moved tables a couple of times, and were with a larger group earlier on. I made it clear I was not challenging his decision, just the information it was based on.

Interested to know his reaction.
 

JohnK

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JohnK have you not read the thousands of accurate, inciteful and intelligent posts that both JT and bc have contributed to AFF? They are very rational and intelligent people - well seasoned in all facets of the flying game particularly lounges and lounge etiquette - I think they may be far better placed to decide which course of action was appropriate at that point in time.
Of course you are right as always.

From memory I have never been refused service of alcohol in a lounge. I have been warned that I had too much to drink but that because I'd had 6-7 drinks in <1 hour.
 

blackcat20

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Of course you are right as always.

From memory I have never been refused service of alcohol in a lounge. I have been warned that I had too much to drink but that because I'd had 6-7 drinks in <1 hour.
I've never been refused service of alcohol anywhere before.
 
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