Qantas digital lounge invitations and access issues

[big_RED]

I wasn't even complaining or asking for a new pass. I provided it as feedback of a customer using their services and a recommendation I have based on user experience

 

[big_RED]

I replied to the original Qantas response asking if my original feedback could be sent to me so I could forward it to their QFF team as instructed so I wouldn't have to write out everything again and I got this response. I don't think they understand my feedback lol.

I can sense the disappointment that you have about the process of using a lounge pass. I have checked that the reason why you need to link the lounge pass 24 hours before departure as there is a delay to complete after the link process is completed in the portal. Please note that there is a time frame for check-in on each flight and a time frame for the departure gate in closing for a flight.

 

[opusman]

I can sense the disappointment that you have about the process of using a lounge pass. I have checked that the reason why you need to link the lounge pass 24 hours before departure as there is a delay to complete after the link process is completed in the portal. Please note that there is a time frame for check-in on each flight and a time frame for the departure gate in closing for a flight

Thanks Sanjeet from Mumbai!

 

[Daver6]

I replied to the original Qantas response asking if my original feedback could be sent to me so I could forward it to their QFF team as instructed so I wouldn't have to write out everything again and I got this response. I don't think they understand my feedback lol.

I can sense the disappointment that you have about the process of using a lounge pass. I have checked that the reason why you need to link the lounge pass 24 hours before departure as there is a delay to complete after the link process is completed in the portal. Please note that there is a time frame for check-in on each flight and a time frame for the departure gate in closing for a flight.

Please @Admin can we have a facepalm "like" for posts?

 

[get me outta here]

I turned up at the AKL lounge and had to stand aside to link my lounge pass just before I entered , that was pretty instaneous.

 

[richardl]

Flying QF 11 through SYD - NYC 17 October 2019. then NYC - BOS - LA - SYD home 25 October. I will tick over to over to Qantas Platinum whilst on this trip. Previously Platinum for 6 years.
I would like to be able to access the Fist Loung on my outbound flight from Sydney.
I have approached Qantas FF requesting a complimentary invitation with no luck to date.
Appreciate any suggestions - thank you!

 

[Hvr]

Appreciate any suggestions - thank you!

Sounds like you'll attain WP whilst away on your trip and want the benefits prior to departure?

If so, then I reckon QF are right not to give you an F lounge pass.

 

[RichardMEL]

Short of finding a friendly P1 or someone to guest you in no QF won't budge on that. if you have not earned the SC's at that point they won't allow it.

 

[big_RED]

I turned up at the AKL lounge and had to stand aside to link my lounge pass just before I entered , that was pretty instaneous.

So the 12hr pre-booking requirement to link digital passes obviously wasn't stopped online or at the lounge entrance?

 

[BAM1748]

I've never used an E pass, also, I've never heard one say they are a good idea!

 

[RichardMEL]

The way QF implemented this they are a terrible idea. Many other airlines implement them far better.

 

[get me outta here]

No, I was unaware what I was supposed to do and they seemed unfazed.

So the 12hr pre-booking requirement to link digital passes obviously wasn't stopped online or at the lounge entrance?

 

[melbkate]

Hi all,

I'd like to report that after contacting QFF customer care contact form got this:

We want your departure to be as smooth and comfortable as possible, so I was very concerned to learn you were refused entry to the lounge prior to your flights. Please accept my apologies for the error, on behalf of Qantas.

I can assure you that our airport management in have been made aware of the error and will be discussing this with the staff on duty that day to ensure they are correctly following our policies. Experience like this is vital to developing our service so we are grateful you took the time to let us know what happened.

As a gesture of goodwill, I have credited 3,000 Qantas Points to your Frequent Flyer account. You can use the points towards flights, the purchase of food and wine through Qantas Wine, or a range of products from our online Qantas Store.

 

[big_RED]

Good outcome for you after the fact, but no confirmation on them realising the poor customer experience in having to use the new digital passes and the process required in doing so.

 

[justinbrett]

I transferred a pass to my brother and he linked it to a jetstar booking approx 1 week prior to departure.

Problem is the date defaults to the current date and he forgot to change it, and while it asks for your jetstar booking it doesn’t check that it’s valid. So the pass was instantly useless.

He called the FF service centre three times and each time was told “tough luck”. I then called the WP line and it was replaced within 5 minutes.

 

[Vic]

I just tried to use my passes expirying next week to link to a book next year. Pretty quickly found out the expiry date is hard and fast.
A really pain having a child who is now an adult travelling together. Might have to try for platinum 1 to get full family access again. lol

 

[Mr H]

I have just managed to get two Qantas lounge invitation passes (thanks Amex) but can't seem to use them. The two flights I want to link to are:

• Jetstar Singapore to Jakarta
• Qantas Sydney to Manila

The Jetstar one says I have to fill in a special e-form but the e-form requires me to specify a lounge location and Singapore is not a permitted option. Nothing on the website to suggest that Singapore lounge is not allowed - the only prohibited lounge seems to be Los Angeles.

The Qantas flight shows on my list of flights - so when I click to link the invitation it makes me fill in some details and then says the website is unable to process my request - please try later.

I would love to contact Qantas to sort it out but their contact details are hard to find and when you do find them, you either get a robot or no reply at all.

 

[Mr H]

So, I tried to contact QF via Facebook messenger. Eventually (after several hours) they replied to say I should call 131131. So I did that today and (after a half hour on hold due to unexpected call volume apparently attributable to the thousands of additional flights they have made available) was told that it is only possible to link lounge invitations to flights between five days and two days before travel. I said that sounded odd as there was nothing on the website to say it could not be done sooner and after some more holding they said they would e-mail the relevant teams about linking the invitations to the flights. I have no idea what I'll find in the lounges but it must be good if they'll go to such lengths to stop anyone getting in...

 

[dylarr]

The advise you received about only being able to link Between 5 and 2 days is incorrect. You can link any eligible flight up to "24 hours", but even then I've linked them a few hours before the flight and it has worked fine.

It sounds like you got an agent to who was making up stuff to get you off the phone, modus operandi of the outsourced QF call centre agents (Mindpearl in Cape Town, Teletech in Manila). Maybe try the good old HUACA and see if you get someone who feels like helping.

The only lounge currently restricted for the complimentary invitations is Perth International Business (T1/T4). Singapore currently has no such restriction. Los Angelas has never been permitted as even though it is operated by Qantas, it's a partnership between QF, BA and CX - a slightly different operating model to QF's other international lounges.

 

[Mr H]

I just want somewhere to sit for a couple of hours between flights - an advertised benefit of my credit card for which I pay a hefty fee. It defeats the purpose if I have to spend longer trying to access this benefit than I would spend in the lounge enjoying it. Really steaming.