Non-Benefits: LHR/Dreamliner

[BD1959]

Hi All,

Just off the QF10 in Y as WP and noted some distinct lack of benefit delivery. Wondering whether this was a one-off, LHR-specific, or part of a gradual erosion by QF - specifically for Dreamliner/non-F services; would be interested to hear others' experiences.

Bag Drop: Seems to be part of the creeping LCC approach at LHR (and US airports) that even elites are "encouraged" to print own BPs, Bag Tags, apply and Bag Drop. Fine - except then then bag drop machine won't scan the tag and refers me to "seek assistance" ... from whom? Back to the entry section where the sentry informs me I should proceed to the Service Desk. They scan it OK and the bag disappears. I query my FastTrack access (there's nothing printed on my LHR-PER BP but FastTrack is printed on my PER-MEL), she informs me I'll be fine and to just scan the BP at Priority Security. Up the escalators to security.

Priority Security: Of course the gates won't accept the BP. There are no obvious way back down, no-one to ask. Non-priority gates accept the BP but its the start of a long weekend and I'm in the queue forever. I'm efficient at having everything separated (unlike most in the queue in front) and jovially exchange banter with the poor kid who, over and over is getting people to remove watches and belts as well as pulling out LAGS which are in excess of the allowable volumes. Fortunately I find the last remaining LHR security person with a sense of humour !!

Priority Boarding: One desk and no boards to differentiate boarding groups, and first experience awaits me. I get that kids and the elderly get first dibs. I even get that QF are not alone in allowing teenagers - who are more than capable of boarding without impeding anyone else - fit in to the category of "children" ... even if it is a family of 5 with none under the age of 13. After that, "Business Class" is called forward. I step forward and am asked to step back to allow Business Class. I query this "I understand, but don't Platinums usually board with First?" I ask. "Platinums will be called with Premium Economy" I'm informed, and so it is: together with Golds etc. Now I've never, ever come across this before with any oneWorld - or EK - carrier; I've always experienced "Group 1" boarding as a WP. So, WPs board in tranche 3. Is this LHR specific or are QF introducing this procedure on all their Dreamliner/Non-F flights?

I must say, once boarded, the cabin-manager greeting was both sincere and the London-based crew were amazing (I even forgave the forgotten drink request). I realise that the first two items may be LHR specific - or QF systems not quite interlining with LHR. If the latter then I fear the entire experience as QF moves further and further from paper to electronic based processes (as it's committed to do 100% by 2020) - especially as there was a window of about 6 hrs the previous evening when the QF systems would not allow QFF login and I wasn't able to online check-in.

Did I just hit a bit of a "glitch" or systematic erosion?

Regards,

BD

 

[wannabeinvestmentbanker]

What you experienced is pretty standard for QF in LHR tbh. I only ever have carry on luggage so use my mobile BP at prioriry security then print at the lounge before immediately leaving and going to CX. The checkin timing and process is very limiting unfortunately but with only 2 flights I can understand.

Your BP shouldve been fine at security as its done by scan and should say emerald right?

Regarding boarding this is the only place I board last as its a complete zoo. I maintain BA have a perfect process that outshines QF at LHR.

I also concur London crew are great.

Now you know what to expect next time.

 

[GoldCanyon340]

I haven't and won't do the QF9/10 787 services but always found London based crews on QF1 inbound and QF2 outound to be very good.

 

[MickC32]

Are the London based crews Brits or relocated Aussies?

 

[BD1959]

Your BP shouldve been fine at security as its done by scan and should say emerald right?

Yes, which allowed me the "enhanced" boarding with the PE Group and obviously was registered in QF's systems such that the CSM picked it up. Sounds like an IT glitch.

What of the boarding process - has anyone else found QF restricting WPs from Business Class boarding with Dreamliner services, out of SFO, LAX to MEL for example, or is this a "LHR initiative"?

Regards,

BD

 

[milehighclub]

Are the London based crews Brits or relocated Aussies?

Both.

 

[justinbrett]

Does BA have the contract for ground handling at LHR? The staff you describe sound very BA.

 

[wannabeinvestmentbanker]

BA are very good on the ground just lack a little in the air sometimes. Sounds more like QF staff to me.

 

[calmelb]

Priority Security: Of course the gates won't accept the BP. There are no obvious way back down, no-one to ask. Non-priority gates accept the BP but its the start of a long weekend and I'm in the queue forever. I'm efficient at having everything separated (unlike most in the queue in front) and jovially exchange banter with the poor kid who, over and over is getting people to remove watches and belts as well as pulling out LAGS which are in excess of the allowable volumes. Fortunately I find the last remaining LHR security person with a sense of humour !!

This is normal for any automatic barrier. It's set up so that it only checks class of service and requires manual intervention for status. I've experienced the same at CPH flying BA as OWE (though the security person did not know what OWE was and it required a call to BA to sort out), and I've experienced it at LHR as WP in Y

 

[wannabeinvestmentbanker]

I flew through LHR almost weekly for a while and I can guarantee you the automatic barriers pick up status.

In some regional ports OWE dont get priority security particularly in Star heavy hubs and CPH has so many lanes its all pretty quick.

 

[Mrmaxwell]

What you experienced is pretty standard for QF in LHR tbh.

Regarding boarding this is the only place I board last as its a complete zoo. I maintain BA have a perfect process that outshines QF at LHR.

Why is WP status treated differently in LHR? If you have WP with QF on a QF flight it should be consistent.

What does BA do different? Actually take care of premium flyers?

 

[calmelb]

I flew through LHR almost weekly for a while and I can guarantee you the automatic barriers pick up status.

In some regional ports OWE dont get priority security particularly in Star heavy hubs and CPH has so many lanes its all pretty quick.

Hmm that’s different to my experiences. I had to go through manually at LHR whenever I’m not in J or higher (T3).

And we were given priority security just the system wouldn’t scan us (the lane had a BA sign on it)

 

[p--and--t]

Went thru LHR 3 times last year travelling BA . QC Bronze but on J tickets.

No pre-boarding, single queue for all classes, no priority disembarkation

 

[wannabeinvestmentbanker]

Why is WP status treated differently in LHR? If you have WP with QF on a QF flight it should be consistent.

What does BA do different? Actually take care of premium flyers?

I'm referring only to the on-ground experience. Never had issues in the air.

QF lump everyone together in every port whereas BA have group boarding which clearly distinguishes who can board at pretty much all ports.

QF don't deny any OW benefits just dont deliver it as well.

 

[BD1959]

Some feedback ....

Just received a call from Customer Services who had followed up with the LHR Station Manager. Acknowledged that the boarding process is out of synch with QF standards as was following up with the Ground Team.

Would be interesting to get feedback from anyone using QF10 out of LHR going forward.

Regards,

BD