Qantas digital lounge invitations and access issues

[serfty]

Here's a Jetstar lounge access page.

Lounge access for Economy Starter Max passengers | Jetstar

Arriving at the airport early? Why not unwind in the airport lounge? Your guide to accessing airport lounge facilities for Jetstar Economy Starter Max bundle passengers.

www.jetstar.com

It does not mention lounge passes, but as a corollary has the following in relation to QP members:

Qantas Club members

Note that Qantas Club members whose next onward flight that day is a Jetstar flight with a JQ or 3K flight number will have complimentary access to the Qantas Club, where available. Access is not available to Qantas partner airline lounges or associated lounges.

 

[Mr H]

I’m sorry to say but I think Qantas won’t link it in 24-48 hours. As you’ve noted the same promise the first time...

The only thing I can think of is clear your computer caches and just try linking it.

I am similarly pessimistic - but I just donlt see what I can do. Qantas sent me one email reply and have not engaged by email since then. They are stonewalling when this really should be a simple case of checking that my flight meets the eligibility requirements (it does) and making the link. Then, longer term, changing the IT so that the Singapore lounge appears in the Jetstar list (along with MEL, SYD, AKL, WLG, HNL, HKG, BNE and LHR).

This is not a cache issue as Jetstar flights have to be linked using an online form - the issue is that one of the required fields is not available for entry. At the moment, it is not possible to link this Jetstar flight online.

 

[HappyFlyerFamily]

Your view

I am similarly pessimistic - but I just donlt see what I can do. Qantas sent me one email reply and have not engaged by email since then. They are stonewalling when this really should be a simple case of checking that my flight meets the eligibility requirements (it does) and making the link. Then, longer term, changing the IT so that the Singapore lounge appears in the Jetstar list (along with MEL, SYD, AKL, WLG, HNL, HKG, BNE and LHR).

This is not a cache issue as Jetstar flights have to be linked using an online form - the issue is that one of the required fields is not available for entry. At the moment, it is not possible to link this Jetstar flight online.

and post 65 seem inconsistent

The line around Jetstar passengers only getting access to the Singapore lounge when flying Business on a Business Max Bundle is false.

I've used the Singapore Lounge many times when flying out on a cheap Jetstar economy fares, both with lounge passes and status. Since the recent lounge refurb the restrictions around using lounge passes has also been removed.

It's an issue with the lounge pass linking system. It used to work OK for Jetstar flights but is buggy as hell now.

If it’s glitchy/buggy, this indicates it has been on the list or is currently on the list for IT purposes but is not showing up.

You are saying it’s not on the list.

Curious to know when it got removed off the list (if others can remember that far back).

Sounds like you need a QFF person (try the QFF email address?) to agree with you first and then for them to follow up with IT. Perhaps also try IT but in my experience it will be very hard going.

BTW, when is your trip?

 

[Mr H]

My trip is in 6 weeks. I don't honestly expect this to get sorted because there seems to be no will at the Qantas end to do anything other than make up rules to justify the non-availability of the SIN lounge.

In order to resolve this, I need actual real-time dialogue with a human being who is empowered to deal with it. At the moment I am being given rules they make up on the spot, or I end up dealing with people who say I need to talk to another department.

 

[Mr H]

Latest explanation is that the passes can be used only for Qantas Club and not for Qantas International Business Lounges. That's why Singapore is not on the drop down list.

This is really getting silly. Obviously I have gone back to explain their terms and conditions (again) and to point out that some of the other lounges on the list are not Qantas Club.

Is there a way to get through to someone who is empowered to help me?

 

[serfty]

Is there a way to get through to someone who is empowered to help me?

ACA? Industry Ombudsmen & Dispute Resolution

 

[Mr H]

Latest reply:

Dear Mr Firstname​

​

Lounge invitation can only be linked to QF Flight number booking.​

​

Please contact Qantas frequent flyer on 131131 if you have any further question.​

​

Thank you.​

​

Regards.​

​

Agentfirstname.​

Qantas frequent flyer.​

Truly appalling. I have now lodged a complaint with the ACA (thanks for that suggestion @serfty)

 

[dylarr]

Absolutely ridiculous level of incompetence being displayed here. Even qantas.com is clear that the invites can be used on Jetstar flights with a JQ flight number.

 

[Mr H]

This gets more and more incredible. Here's Qantas's response to the ACA:

Dear ACA​

As part of the terms and conditions provided by Mr Lastname (on qantas.com Lounge Invitation not General Lounge invitation) is the following:
2: Definitions:​

Eligible Customers​

means customers who have received a Complimentary Invitation directly from Qantas, received via direct transfer from another Eligible Customer, or through an authorised third party. ​

​

Mr Lastname has advised he was provided the General Lounge Invitation by American express.​

He should discuss the terms and conditions on the General lounge invitation with the provider.

Regards Qantas​

 

[casanovawa]

I flew Jetstar up to Bali on Thursday 27 Feb 2020 out of Perth.

Someone had gifted me a complimentary lounge pass and I was planning to use it in T1 terminal in Perth, but after looking on the Qantas site i noticed that they listed T1 international business lounge as a lounge where you couldn't use complimentary passes. I called up a number I found online for the Qantas Club just to ask if this was still in effect, wondering if it was a lounge crowding issue and if there had been a reduction in passengers whether over crowding was an issue, but the lady I spoke to said no, there only being one lounge in the T1 terminal and passes wouldn't be accepted.

So i got out to the Perth T1 terminal 2 hours before and not expecting any lounge access I went up ot the observation deck and wasted 30 minutes or so before leisurely making my way through immigration formalities and was about to find a counter to sit at and plug in my phone to charge it up, but it was right in front of the Qantas Business lounge in T1 and I thought what the heck, you never know might be another lounge agent and you never know your luck etc.

So I go in the door, ask if they accept complimentary lounge passes and she says yes, just needed to show her it in my Qantas account, she said the problem was that the computer system had trouble linking them in the system or some such thing, she didn't even make me allocate it, it's still in my Qantas account. When I told her that I had called someone up to confirm if I could use it to get in or not I think it turned out that I had called the Qantas Club over in the Domestic T3 terminal and been given the wrong information and I told her how I'd been wasting my time in the terminal when I could have been in enjoying the lounge. Long story short she was very apologetic and said she was going to call the Qantas Club number straight away and set them straight etc...

I was able to have a shower and enjoy some food for about 50 minutes in the lounge.... But a bit annoyed at being told a load of bollocks, but then I still have the lounge invite in the system.

 

[Mr H]

And now another email from Qantas - this time mistakenly addressed to my stepson:

Dear Mr Stepsonfirstname

Please contact Qantas customer care on 131131
regarding linking your lounge pass if eligible.

Thank you.

Regards.

Agentfirstname.
Qantas frequent flyer​

I have replied to say that the people on the phone line say they are not empowered to deal with lounge invitations.

 

[Mr H]

... and as if by magic, the Singapore Lounge has appeared on the drop down list and I have successfully linked my forthcoming Jetstar flight. I will make sure to drink lots of champagne to make up for the hassle.

Involving the ACA seems to be the way to get things done.

 

[Mr H]

With thanks to everyone who has followed my saga with QF - but alas, my trip to Borneo has been cancelled rendering my flights redundant. I will not be experiencing the joys of QF or EK First Class travel; nor the bump into Jetstar. Nor the QF lounge in SIN.

But hopefully someone, sometime, can benefit from the inclusion of the SIN lounge in the options for linking to 3K flights.

Stay well, everyone.

 

[Big John]

Hi all.

First time posting in the forums, so please forgive any mistakes.

I've been trying in vain to link my complimentary QF lounge passes to my flights.

Every time i get the appropriate page I get this error message:




I've tried several times over the last 30 hours and get the same message.

Luckily, my flight isn't until late Dec, so I have some time to sort this out.

Before I ring 13 11 31 and have to wait for 2+ hours, does anyone have any suggestions on what to do ?

Many thanks.

 

[Daver6]

Hi all.

First time posting in the forums, so please forgive any mistakes.

I've been trying in vain to link my complimentary QF lounge passes to my flights.

Every time i get the appropriate page I get this error message:

View attachment 234556


I've tried several times over the last 30 hours and get the same message.

Luckily, my flight isn't until late Dec, so I have some time to sort this out.

Before I ring 13 11 31 and have to wait for 2+ hours, does anyone have any suggestions on what to do ?

Many thanks.

Since you're not in a rush, an alternative could be to contact QF via Twitter or Facebook to see if they can help out.

I also just logged into my account and when I try to view my lounge vouchers I get the same error.

 

[sudoer]

First time posting in the forums, so please forgive any mistakes.

Welcome to AFF - and well done using the search function to find an appropriate thread for your question!

Every time i get the appropriate page I get this error message:

Assume you are accessing the portal through this link? I'm currently able to login and see my passes without any issues so maybe worth trying again. Try with an incognito window for good measure, just in case there's an issue with your cache or cookies.

 

[Mr H]

Try with an incognito window for good measure, just in case there's an issue with your cache or cookies.

Yes - the QF website is appalling for cookies and my old Mac would only let me access the site straight after I had cleared all cookies, deleted all history and taken a couple of extra steps to delete websites. This meant, inter alia, that I couldn't book QF flights from home. I do wonder how they thought that might be good for business.

 

[Big John]

Thanks all !

Sorted this over the weekend by using my iPad instead of my laptop.

In any case, I now have a few more options to try in case it happens again (all thanks to the helpful community!)

 

[dylarr]

Hi all, for anyone trying to link an invitation to a flight departing from MEL: you may notice that you can't as the invites portal doesn't recognise the Melbourne Lounge since it is closed until tomorrow. I spoke to the QFF Service Centre about this and they said they'd e-mail the lounge invites team and get back to me. They just got back to me and apparently the invites team has advised that Melbourne will be added back into the invites portal from tomorrow (2nd Dec), as this is the day the lounge opens back up and it should be possible to link any invites to flights departing MEL from tomorrow onwards.

We'll see if this advice is correct tomorrow when I go and try to link some invites for some flights departing Thursday. *fingers crossed*