Qantas Domestic Lounges from 15/06/23 Guests Must be Travelling on Qantas/Partner Airline

[dairyfloss]

That's an interesting interpretation. While it may well be the case in practice, that doesn't appear to be what the new rules say.

It occurred to me last night that under this apparent change, that wouldn't be the case. A platinum who'd guested two people in at the port of departure then couldn't guest those two people in on arrival.

Platinum arrival guest eligibility is the same as the Platinum departure guest eligibility, and it was mentioned upthread that this would be clarified with the lounge teams. In either scenario, your guests must have same day travel on QF or a partner airline. They don't need to have travelled with you, and you can still bring them into the lounge before, or after travel.

What you can't do now (and as of 15-Jun-2023), is bring in any non-travelling guest(s), or a guest who is not travelling on a QF or partner flight, that day. You'll need to find an alternate spot serving second rate food and beverages in the airport, on these occasions

Cheres,
Matt.

 

[Danger]

My brother-in-law received the attached response from QFF this week after querying the changes. His original questions are at the bottom of the second page.

The litany of typos, poor structure and American English suggests it's been written by someone offshore.

 

[Virgin Bart]

My brother-in-law received the attached response from QFF this week after querying the changes. His original questions are at the bottom of the second page.

The litany of typos, poor structure and American English suggests it's been written by someone offshore.

"The Spirit of Australia". What a poorly written response.

 

[DrJ]

Ah "simplify", second only to "enhance" in words which QF keep on using, when I do not think it means what they think it means...

 

[dairyfloss]

My brother-in-law received the attached response from QFF this week after querying the changes. His original questions are at the bottom of the second page.

The litany of typos, poor structure and American English suggests it's been written by someone offshore.

Wow - an almost unreadable and certainly unprofessional response, and is possibly outside the scope of the centre that provided it; a team leader trying to punch above their weight, perhaps. The query should probably have been redirected to Hobart or corporate for a better answer that could later be used by the other centres to help with these questions in the future.

Cheers,
Matt.

 

[albatross710]

My brother-in-law received the attached response from QFF this week after querying the changes. His original questions are at the bottom of the second page.

The litany of typos, poor structure and American English suggests it's been written by someone offshore.

terrible reply. Looks similar to replies I've seen from Lufthansa call centre.

Regarding the Guest Access we most recently used it in April when a family member dropped us to the airport at 5am and we invited them for breakfast for their troubles. I'm disappointed to see it go. It's a benefit I've used for 24 years.

 

[Danger]

My brother-in-law received the attached response from QFF this week after querying the changes. His original questions are at the bottom of the second page.

The litany of typos, poor structure and American English suggests it's been written by someone offshore.

My brother-in-law tried again, sending off a brand new email (not a reply to this first response). This time he tried to be more clear in his queries (see his email on the second page of the attachment) in the hope of getting a better response.

To Qantas's credit, the response came in just a few hours. Unfortunately, it was from the same guy ("Rick", a very Filipino name, I'm sure you'll all agree) who in the ensuing hours between the first and second emails had apparently been promoted from just plain Rick in the "Qantas Frequent Flyer Team" to "Senior Consultant" in the "Qantas Club Contact Center" (my emphasis). I certainly hope it wasn't his first email to my brother-in-law that got him the promotion.

 

[Virgin Bart]

My brother-in-law tried again, sending off a brand new email (not a reply to this first response). This time he tried to be more clear in his queries (see his email on the second page of the attachment) in the hope of getting a better response.

To Qantas's credit, the response came in just a few hours. Unfortunately, it was from the same guy ("Rick", a very Filipino name, I'm sure you'll all agree) who in the ensuing hours between the first and second emails had apparently been promoted from just plain Rick in the "Qantas Frequent Flyer Team" to "Senior Consultant" in the "Qantas Club Contact Center" (my emphasis). I certainly hope it wasn't his first email to my brother-in-law that got him the promotion.

Haha this is hilarious. Thanks for taking the time to post.

 

[albatross710]

seems the bosses have spoken and this policy change is going to stick. seems no one at head office will even see this feedback or the sad state of the communications that "Rick" is sending out. All resistance is futile. He is on his way to being Team Leader.

Perhaps the problem is we are focusing on the language of the "simplification' when we need some solid figures on how much this enhancement will save them.

 

[Danger]

I have good news and bad news.

First, the bad news. Members' guests must be travelling with them on the exact same flight. Second, the good news. Platinum members now have international arrivals access. Not only that, they can bring a guest, too.

Well, all this is true if you believe Rosana in Fiji. As the below shows, it's all very simply.

Brother-in-law (BIL): I was hoping to get some information and advice please about changes to guesting policy for Qantas lounges. Is that something you can assist me with?

Rosana: Sure. I’ll be able to assist you with that.

[Confirmed name, FF number and status.]

Rosana: I’m just going to pull up all the information on the updated lounge access for platinum members so that I could advise you.

[Confirmed she’s located in Fiji.]

Rosana: Just currently looking that up for you so that I can advise you.

[Over a minute transpired while she went looking for the new ‘simplified’ rules.]

Rosana: With regards to the lounge services, there has been an update on the policy for the international passengers. Each platinum member is entitled to bring in one accompanied guest with them. That’s only if they’re travelling on a Qantas marketed and operated flight on the sane day. As well as this they’re travelling on Jetstar or with one of our oneworld partner airlines. However, these does not include flights that are on Emirates flights. With that, they still adhere to the current lounge access policies.

BIL: Okay, so if I’m flying on Emirates I can’t bring guests, is that right?

Rosana: If you’re flying on Emirates, the current lounge access policy applies so what that means is the updated version is you’ll only be able to bring a guest with you if you’re also flying on the same flight.

BIL: Okay. So these changes are only for international travel; they don’t relate to domestic, is that right?

Rosana: That’s the changes to international. There’s also changes to domestic so for domestic, it’s a bit more flexible. You can still bring in an accompanied guest travelling whether on a Qantas marketed and operated flight or Jetstar or one of our oneworld operating carriers, provided that you travel on the same day.

BIL: Okay, but only one guest, is that right?

Rosana: That is correct.

BIL: Not two guests?

Rosana: That is correct. So, looking at that updated policy, it has to be a Qantas flight number or an Emirates flight number and the number of guests that you’d be eligible to bring with you, let me just bring that up … Yes, it’s just one accompanied guest.

BIL: One guest domestically?

Rosana: That is correct. That is, this is for international. If you’re travelling domestically, the allowance is you can bring two accompanied guests. This is only if the member is travelling in, if you’re going to access the Qantas business lounge or the Qantas Club lounge, regardless of whether it’s an Emirates flight number, oneworld flight number, Jetstar or Qantas. So domestically you can bring two accompanied guests.

BIL: Okay. So, not one, because you did say one, so that’s not correct, is that right?

Rosana: That is correct. This is the updated policy for the domestic customers. The lounge that you’re looking to access, if it’s a business lounge or Qantas Club lounge, you’re permitted to bring two accompanied guests with you, provided that you are traveling together on the same flight on the same day.

BIL: Okay. So what about access on arrival?

Rosana: [long pause] Would it be the lounge access on arrival at the terminal?

BIL: Yes, not my lounge room but, yes, the lounge at the terminal, correct.

Rosana: [long pause] For that you’re allowed one accompanied guest, travelling with you, that’s on the same flight.

BIL: But hang on, I thought it was two.

Rosana: This is the eligibility that I’m provided for the domestic lounge customers. The eligibility that I’m advising you of now is for the class of travel for international and domestic lounges.

BIL: So, did you say class of travel?

Rosana: That is correct.

BIL: No, no. I’m just, I’m not interested in class of travel. I’m interested about arrivals access for platinum members.

Rosana: [long pause] I’m just going to reconfirm this on my end.

[Placed on hold for just under five minutes while she sought reconfirmation of the new ‘simple’ rules.]

Rosana: So with regard to what I was advising you, it’s mostly based on the international that we have with regard to the lounge access.

[Pause]

BIL: Yes, well that was my question all along so … what’s the answer?

Rosana: You’re allowed to bring two accompanied guests with you to the lounges.

BIL: On arrival?

Rosana: That is correct.

BIL: But you said one. So that information was wrong as well?

Rosana: One accompanied guest, that’s if you’re traveling internationally.

BIL: No but I asked you about, so I can bring one international guest on arrival internationally, is that right?

Rosana: That is correct. If it’s a domestic then there’ll be two guests you’re entitled to.

BIL: Okay, so, for example, if I was to fly from Perth to Singapore with Qantas, land in Singapore, I can use the Qantas lounge there on arrival with one guest, is that right?

Rosana: That’s correct.

BIL: Wonderful. Okay. Alright, just another question before I go, if I’m travelling with Qantas, does my guest also have to be travelling with Qantas- does the guest have to be traveling on the same airline, domestically and internationally or can guests be flying on another airline to me?

Rosana: They have to be travelling on the same exact flight as you.

BIL: Have to be travelling on the same exact flight.

Rosana: That’s correct. In order for them to gain access to the lounge.

BIL: Wonderful.

[BIL confirmed spelling of the agent’s name.]

Rosana: You’ll be able to see this information on the website where it says Qantas lounge access eligibility. That’s the information I’m reading out to you.

BIL: Okay, great. Alright so just to clear, two guests domestically, including on arrival. One guest internationally, including on arrival. Correct?

Rosana: That is correct. As long as they’re travelling on the exact same flights as you, you can bring them as an accompanied guest.

[Thanks and goodbye.]

 

[DejaBrew]

Who's on first....?

 

[The Astronomer]

Six months later and I had not actually (until today) noticed this new rule. Yes, silly me; but in those months I had not attempted to take a non-flying guest into a domestic lounge, so the issue didn't arise. It was what I was told in the domestic Business Lounge in SYD today that amazed me (after they had explained the new rule, preventing me from bringing my non-flying guest into the lounge): they were all adamant that the rule had ALWAYS been that non-flying guests could not enter, and that they had allowed them in (before 15 June) only because they had been lax in their duties!