Missed Connection: Lounge access and points ripoff

[ozbeachbabe]

The OP has explained his situation. But as a general comment I find that Qantas put in some stupidly short connections. Some examples, ADL-SYD-FRA - the default qantas otion is a flight scheduled to land in SYD about an hour before QF5 departs. There is the OPs example of intially offering a 1 hour connection at LHR.

Then there is my flight last Monday (30 May) QF730 ADL-SYD. We were delayed by the weather and landed at 8:45-ish instead of 8:25. One passenger was moved before landing to 4B as they had a connection to an NZ flight. Then once we landed we were asked to let the NZ passenger through. As those passengers went up to the front one of them mentioned that their flight (QF55 IIRC) was supposed to be boarding now. Either the cabin crew were being really nice to passengers with separate bookings, or some clown at Qantas thought that was an appropriate connection.

I still can't believe one hour is a legal connection in SYD from dom to int particularly when you have to change terminals.

Some ports will move pax on to an earlier flight eg BNE/SYD if they have a short connection time eg SYD/CGK of an hour even on non-changeable fares. I guess it might be a good idea to mention whoever is doing your bookings eg PA or travel agent that you would like a minimum of 2 hours in SYD.

If you are WP you would surely want some 'Flounge' time prior to boarding.

 

[Austman]

I've been in the same situation recently. My connecting flight was missed. It seems Qantas will try to get you on the very next available flight. For me that would have been unpleasant. It was already 1am and they booked me on a 6am flight but offered me a hotel for the 'night' (why? for a 1 hour sleep? by the time I migrated and went to the hotel and then came back to the airport to check-in at around 4am). I had already looked at other connections (which I always do when I have any reasonably 'tight' connection that could be missed) and suggested another alternative - which happened to be OW carrier the next day that would also give me a night's sleep. Qantas was happy to oblige. So it seems you can have reasonable choices. I was late at my destination, but I was happy with the re-booking arrangements.

So it never hurts to ask for something else, if the new booking does not suit.

 

[DejaBrew]

I certainly did not know that I could have requested an alternate connection to that which Qantas re-booked for me. Additionally, I was given no indication from the BA staff at LHR that I had any option but to accept Qantas's arrangements. I'll know for next time, but hopefully it's knowledge I will not need to employ too often!

 

[MEL_Traveller]

I certainly did not know that I could have requested an alternate connection to that which Qantas re-booked for me. Additionally, I was given no indication from the BA staff at LHR that I had any option but to accept Qantas's arrangements. I'll know for next time, but hopefully it's knowledge I will not need to employ too often!

yes - I was thinking you could have asked for a different connection, but I suspect QF probably booked you on the next available departure, which is often the case.

Everything else you mentioned (such as not getting the points) all happens automatically, and with lots of people people rescheduled there probably isn't time to manually make notes to have points adjusted later. So you have to write in.

As for the lounge access - it is not necessarily a separate matter at all. Don't know why people have made that assumption.

When you choose an iarline for carriage there are all sorts of things which can form part of the contract. For example, the 'conditions of carriage' form one part of the contract you will have with qantas. Your overall contract includes seats (and seats that recline), entertainment, food, and so on.

If you are a qantas club member it is highly likely you have chosen to fly qantas because you are going to earn points and because you have lounge access. (It's not like qantas is the cheapest!)

So - I reckon that they do owe you compensation for the lack of the lounge. Especially as they didn't offer you the option of your connecting flight. (If they had offered you a choice, and you knew KLM was not going to give lunge access, that is a different matter, but they didn't).

If this happens again, and given that the KLM lounge in LHR is also a pay in lounge (or it used to be), then I would have paid entry and submitted that claim to Qantas. In your case however I would write to them and say that due to the delay I had no lounge access and spent $xx on food and drink.

 

[DejaBrew]

Thanks for your input MEL_Traveller. Regarding the KLM Lounge at LHR, I was never offered the opportunity by the staff at the desk to pay for entry. The observation was simply made that as I was not flying Business Class, access would not be forthcoming. To me, this implied there was no paid entry option.

You are correct though in your assumption that I did not elect to fly Qantas for their "competitive" airfares As it was a business trip, several factors were at play, one of which was the knowledge that I could expect certain "perks" (e.g. Lounge access) at the various airports I was due to visit through the course of my trip courtesy of flying Qantas/BA.

 

[DejaBrew]

Hi all,
Thought I'd provide an update to close out this thread...

After writing into Qantas to explain the situation and request an original routing credit, I eventually got a response courtesy of my FF activity statement. Basically, my request was rejected with the comment "Check itinerary." I was going to call them up immediately but then that Chilean volcano had the hide to blow its top

Once all the volcano commotion settled, I phoned Qantas Member Services to find out why they wouldn't issue the ORC per my request. The call centre staffer took one look at the facts and informed me he would add the FF and status points to my account right there and then. A quick check of my account 5mins later confirmed everything had been sorted. Still don't understand why they didn't resolve it based on my initial request, but at least it was sorted in the end.

Thanks again to all who contributed to this thread with their thoughts, opinions and recommendations.
Cheers,
Cam

 

[shambles]

Hi all,
The call centre staffer took one look at the facts and informed me he would add the FF and status points to my account right there and then.

Dunno if QFF phone staff have been given more autonomy in recent times to make decisions and take action there and then? I've had a few dealings with them this year and I couldn't be more impressed with the instant action - in this day and age of "Computer says NO", well done QF.

 

[Oneworldplus2]

Dunno if QFF phone staff have been given more autonomy in recent times to make decisions and take action there and then? I've had a few dealings with them this year and I couldn't be more impressed with the instant action - in this day and age of "Computer says NO", well done QF.

I wholeheartedly agree 100%.

I did a pretty big bo-bo (on a Saturday), called the QF Plat line on the Monday morning and was told, 'Since Credit Card payments take upto 3 days to go through and this one hasn't gone through, I have authority to cancel this and let you rebook free of charge'. The QF lady even waited on the phone to make sure l got it all a-ok as the fare didn't come up on her screen and was via internet sales only. She also said, which l remember clear as day, 'This is QF Plat, we have more authority here to change things for you (I'm guessing over vanilla QF bookings?). Enjoy your trip Oneworldplus2'.

I was very impressed.

Kicking myself for not catching her name, l would have sent flowers and chocolates (aka, BossReggie style) for her help.

 

[Moopere]

... A quick check of my account 5mins later confirmed everything had been sorted. Still don't understand why they didn't resolve it based on my initial request, but at least it was sorted in the end.

Really happy to see that your perseverance paid off. Also happy that QF has done what appears to be the right thing in this case.

 

[flychrisfly]

I was booked on a BKK-SYD with Qantas a few months ago. The flight was delayed by 12 hours so Qantas proactively booked me on an Emirates flight that left 1-2 hours after the original QF flight then called me to let me know what was going on and was it okay. It was all fine for me and glad to be arrving home in reasonable time.

But at BKK I still used the QF/BA lounge. I showed them my emirates boarding pass and QF Gold card and they looked me up and in I went - no problems.

So I think you would have been fine to access the QF/BA lounges at Heathrow, the problem being that there weren't any in Terminal 4. If you had wanted to risk it I'm sure they would have accommodated you in one of the T3 or T5 lounges without a problem. Sure, it'd take a little longer to get to the gate but at least you could have had a shower and a feed. Suggest you try this next time.

 

[Austman]

Dunno if QFF phone staff have been given more autonomy in recent times to make decisions and take action there and then? I've had a few dealings with them this year and I couldn't be more impressed with the instant action - in this day and age of "Computer says NO", well done QF.

+1

It's happened with me a few times recently. I've been impressed how well the phone staff can resolve issues. And it's something that really sets Qantas apart from others. (Again) I'm impressed Qantas!

 

[goldy]

To clarify, I'm not annoyed about the delay itself. These things happen and given the cause in this instance was a faulty fuel pump, I'm certainly not against Qantas fixing that up before sending the aircraft on its way. I was simply annoyed with how the situation played out after I'd arrived at Heathrow.

And that, I think is the crux of the matter. Its not the delay, as we all know, sh^t happens, but its how its handled that is entirely within the airlines control and when it goes wrong, its inexcusable. Firstly, QF should have rebooked him on another BA service, but failing that, he needs to be provided with the service and amenities he paid for. If he was entitled to lounge access, he should receive it. I get that it was a non partner airline etc, and am certainly not blaming KLM or expecting them to provide him with something to which, according to them, he isn't entitled to. Thats not to say, they couldn't have handled the situation a little better and comped him a visit, given the circumstances.

Ultimately, the problem rests with QF and they need to fix it. How they can compensate you for a missed lounge visit, i'm not sure, that would be up to you to decide how much value you put on it and what you'd be happy to settle for, but you definately deserve, IMO, compensation. Email ccexec(at)qantas(dot)com(dot)au with your concerns. Good Luck!!

 

[Moopere]

Yes, not to derail the thread, but what is a lounge visit worth? I'm pondering this now.

PER-NAN return on QF, $1300ish
PER-NAN return on FJ, $1100ish

I tracked the difference... its the QF fuel surcharge. The metal is the same in either ticketed case (exact same flights). I have QP membership. So, QF ticket = lounge access, but 200$ more (+ the actual cost of the QP membership), or go $200 less for the return flight, but can't use the QP because the marketer is FJ.

QP good for PER pre flight and SYD pre flight, on return, SYD pre-flight only, no good in NAN as the lounge there is not QF and doesn't recognise QP. FJ Y won't get me into the lounge there either.

So, 3 lounge visits =Fuel surcharge + the QP membership cost .... Its got to be nearly $100 per visit in straight up monetary terms. Whats the discomfort value of waiting (for maybe hours) in the zoo? Mmm, well, thats the question. The answer will be different for everyone.

 

[goldy]

I certainly did not know that I could have requested an alternate connection to that which Qantas re-booked for me. Additionally, I was given no indication from the BA staff at LHR that I had any option but to accept Qantas's arrangements. I'll know for next time, but hopefully it's knowledge I will not need to employ too often!

I once flew ADL-SYD-NRT-JFK on QF/AA and the first flight was cancelled. With no hope of making it to SYD for QF21 they offered me to fly out the next day on a "direct" QF service with no compensation (hint: upgrade). I told em to shove it. Finally they routed me that same night ADL-MEL-HKG(CX)-NRT(CX)-JFK. They weren't too happy given the added cost of having to pay CX for the new flights, but that was not my concern. I got where I needed to be. More people should stick up for themselves I think!

 

[goldy]

Yes, not to derail the thread, but what is a lounge visit worth? I'm pondering this now.

PER-NAN return on QF, $1300ish
PER-NAN return on FJ, $1100ish

I tracked the difference... its the QF fuel surcharge. The metal is the same in either ticketed case (exact same flights). I have QP membership. So, QF ticket = lounge access, but 200$ more (+ the actual cost of the QP membership), or go $200 less for the return flight, but can't use the QP because the marketer is FJ.

QP good for PER pre flight and SYD pre flight, on return, SYD pre-flight only, no good in NAN as the lounge there is not QF and doesn't recognise QP. FJ Y won't get me into the lounge there either.

So, 3 lounge visits =Fuel surcharge + the QP membership cost .... Its got to be nearly $100 per visit in straight up monetary terms. Whats the discomfort value of waiting (for maybe hours) in the zoo? Mmm, well, thats the question. The answer will be different for everyone.

The NAN lounge is nothing to speak of. It has some decent food and free drinks which is a plus, but otherwise is pretty average. Id pocket the $$ if I were you. And why QF have the nerve to charge a fuel surcharge on their coded flight that is not operated by them is beyond me. They do NOT incur a fuel cost on that flight and therefore should not charge the fuel surcharge!!

 

[Oneworldplus2]

Don't forget the QF points and SC's too. Which is minimal. And profit too.

 

[Moopere]

Don't forget the QF points and SC's too. Which is minimal. And profit too.

Same for both I believe. Certainly FJ is a partner and awards both SC and FF, I've not checked the percentage levels but I'm assuming its the same as QF direct.

But, really, not wanting to hijack the thread....

What _is_ lounge access worth to us? 25$ 50$ 100$ 150$ More?

 

[Oneworldplus2]

Same for both I believe. Certainly FJ is a partner and awards both SC and FF, I've not checked the percentage levels but I'm assuming its the same as QF direct.But, really, not wanting to hijack the thread....What _is_ lounge access worth to us? 25$ 50$ 100$ 150$ More?

I have only used the QF codeshare. Wasn't there talk of people not getting entry into the F Lounge on a NAN run if it wasn't on a QF codeshare? Maybe I'm confused....

 

[Mrmaxwell]

Same for both I believe. Certainly FJ is a partner and awards both SC and FF, I've not checked the percentage levels but I'm assuming its the same as QF direct.

But, really, not wanting to hijack the thread....

What _is_ lounge access worth to us? 25$ 50$ 100$ 150$ More?

The value of lounge access changes depending on the situation eg. I am sure the perceived value would be a lot higher for the OP given he has just flown long haul half way round the world (a hot shower sometimes is priceless!).

 

[markis10]

The NAN lounge is nothing to speak of. It has some decent food and free drinks which is a plus, but otherwise is pretty average. Id pocket the $$ if I were you. And why QF have the nerve to charge a fuel surcharge on their coded flight that is not operated by them is beyond me. They do NOT incur a fuel cost on that flight and therefore should not charge the fuel surcharge!!

While your point is somewhat valid, using FJ is a poor example of your argument simply because QF do incur fuel costs for all FJ flights owing to the ownership they have in FJ. I suspect they see charging codeshares the same as Aus Post determin the cost of postage, it's averaged out across all operations rather than being a direct user charge for one route or example, spreading added costs across ll revenue streams does lessen the impact.