Qantas staff skipping the line at the New UberX Rank at Sydney International

[serfty]

My take is it's no different from Uniformed Airline staff jumping the Queues at Immigration, Emigration, security, customs etc. They just do it and airline personnel comply.

I had an experience at MEL shortly before COVID where the queues for Smartgate/Immigration were massive so used the express pass which was roped off towards the far right of the counters. There was a queue further to the right for staff. Both queues shared the one open counter position - I was second in line when I arrived but the staff queue usurped the express queue and by the time I got through more than 20 staff had been processed before me.

(Many moons ago I was part of a pilot program for smart gate and once actually had an airline staff member berate me for using it.)

 

[Warragul]

My take is it's no different from Uniformed Airline staff jumping the Queues at Immigration, Emigration, security, customs etc. They just do it and airline personnel comply.

I had an experience at MEL shortly before COVID where the queues for Smartgate/Immigration were massive so used the express pass which was roped off towards the far right of the counters. There was a queue further to the right for staff. Both queues shared the one open counter position - I was second in line when I arrived but the staff queue usurped the express queue and by the time I got through more than 20 staff had been processed before me.

(Many moons ago I was part of a pilot program for smart gate and once actually had an airline staff member berate me for using it.)

If the designated crew lane at Immigration is busy with non crew, crew are entitled to go to the head of queue if need be. Whether that applies to the current Smartgates I don't know.

I was part of the team conducting the pilot programs (there were several using different hardware/software), the very first one was for QF crew only and then expanded to selected frequent flyers. The generous view is that the airline staff memeber concerned was unaware of the expansion to frequent flyers.

 

[serfty]

the very first one was for QF crew only and then expanded to selected frequent flyers

I bit of light reading commencing from almost exactly 20 years ago ...

Thread 'SmartGate...a faster way to clear Customs (on trial)'

Nov 4, 2004

The Platinum QFF's from this Forum will have received an email today as follows - perhaps in time it will be available in BNE, as well as to the other 99% of QFF's :? . But FWIW, it read:

A smarter way through passport control in Sydney and Melbourne

* avoid the queues at passport control

* less than 2 minutes to enrol


As a Platinum Frequent Flyer, you are probably familiar with the passport checks when arriving in Australia.

You may also have heard about Australian Customs' SmartGate - an identity verification system that takes just 20 seconds...

• QF WP
• Replies: 95
• Forum: Passports, Visas, Immigration & Customs

 

[Quickstatus]

My take is it's no different from Uniformed Airline staff jumping the Queues at Immigration, Emigration, security, customs etc

Though in most places they also have their own lane.

 

[serfty]

Though in most places they also have their own lane.

True, but it happens even when they don't have such. Often MEL International security use the same lanes for express and crew - neither are labelled.

 

[Quickstatus]

MEL International security use the same lanes for express and crew - neither are labelled.

Agree, but that's the point , there is a line separate to the general line. Most people in the general non express would assume the crew have been given express priority so not obviously "cutting in". Whereas the the crew would be seen to be cutting in at UberX rank - hence this thread.

I'm fine with priority / special treatment given to certain people. Heck it happens to airline passengers as well. But somehow the airline has to make signage visible. The problem then is other airlines will want the same treatment. Best to have a separate crew pick up area

Maybe media dept of AFF can put in a query to Sydney Airports to check the official position.

 

[MEL_Traveller]

I don’t think anyone begrudges crew getting priority at security. Everyone wants their plane to leave on time. crews can’t really get to the airport any earlier as they have long flights and need to be as alert as possible.

Same on arrival at outstations where they need to be on their way to hotels to maximise rest.

Not sure what the deal is with the uber at SYD, but it’s not really the crew’s fault if that’s where they’re being directed by Uber staff.

 

[jb747]

I don’t think anyone begrudges crew getting priority at security. Everyone wants their plane to leave on time. crews can’t really get to the airport any earlier as they have long flights and need to be as alert as possible.

You’d be surprised. Many people seem to think the crew arrive and the aircraft can go 30 seconds later.

 

[N860CR]

You’d be surprised. Many people seem to think the crew arrive and the aircraft can go 30 seconds later.

I’ve noticed the airport Maccas workers tend to jump in front of even the crew at security . The general public clearly doesn’t have much of an idea as to the critical role the crew play.

 

[Sjl]

Had a terrible experience with the newish UberX rank at SYD T1 yesterday. I find the new system is slower than previously and is made worse by the staff from Uber causing confusion and allowing Qantas staff to skip the line of people waiting. Yesterday morning the queue was 40 minutes long. This was compounded by about 50 Qantas staff walking around the line to occupy all 7 waiting bays for about 3 consecutive cycles. This added nearly 15 minutes to people who has been waiting patiently for longer than that allready. Staff just simply allowed them to bypass everyone else and this was not received well by people queueing and reflects extremely poorly when this is done by uniformed staff.
How is it that Sydney has made a system that’s works quite well in other places, slower than what was previously there?
The system is designed to have cars ready and waiting but yesterday my Uber driver was very surprised there was this delay, as he was contemplating leaving the airport as the app was saying there was limited jobs!
Previously when I have used the system it has worked OK but I cannot understand how it was such a shocking failure yesterday,
On reflection, if the Qantas crew were lining up with everybody else then it would have moved far quicker for everybody (except possibly them) and there would not be the resentment felt now, or the extended wait they caused for everybody else.
What has everybody else experienced?

Just had the same experience at Melbourne, around 13 Qantas staff walked straight to the front of the uber queue meaning the normal 20 min queue became 40. Asked the Marshall and he said it was a deal between uber and Qantas. Great for Qantas staff, cough for everyone waiting in the queue. Really poor from Qantas, as usual no appreciation of their customers.

 

[p--and--t]

Just had the same experience at Melbourne, around 13 Qantas staff walked straight to the front of the uber queue meaning the normal 20 min queue became 40. Asked the Marshall and he said it was a deal between uber and Qantas. Great for Qantas staff, cough for everyone waiting in the queue. Really poor from Qantas, as usual no appreciation of their customers.

So why are you not blaming UBER. They signed the deal, they are the ones that should ensure that all their client base, both contractual and general public are served promptly?

 

[thebmw]

Just had the same experience at Melbourne, around 13 Qantas staff walked straight to the front of the uber queue meaning the normal 20 min queue became 40. Asked the Marshall and he said it was a deal between uber and Qantas. Great for Qantas staff, cough for everyone waiting in the queue. Really poor from Qantas, as usual no appreciation of their customers.

If 13 people double a 20 minute queue, that's a really poor look for Uber, not Qantas.

 

[Forg]

All they need to do is what a normal company would do if their staff’s needs are potentially at odds with their customer’s needs, and meet staff needs in private. Different pick-up location for staff, and that location has higher priority. Customers still get their wait embiggened from 20 minutes to 40 minutes, but they don’t blame Qantas for it.

 

[Daver6]

Just had the same experience at Melbourne, around 13 Qantas staff walked straight to the front of the uber queue meaning the normal 20 min queue became 40. Asked the Marshall and he said it was a deal between uber and Qantas. Great for Qantas staff, cough for everyone waiting in the queue. Really poor from Qantas, as usual no appreciation of their customers.

I think I'd be pretty annoyed by this. It's basically queue jumping. Frankly, the they've just worked their shift and want to get home doesn't mean much. I've just returned from a long work trip and also just want to get home. If QF and Uber want to do this, then they need to do a better job of communicating this and have some proper signage for it.

 

[stm1sydney]

I think I'd be pretty annoyed by this. It's basically queue jumping. Frankly, the they've just worked their shift and want to get home doesn't mean much. I've just returned from a long work trip and also just want to get home. If QF and Uber want to do this, then they need to do a better job of communicating this and have some proper signage for it.

Exactly. They are returning home from work, and so am I (specifically a work trip). Priority security and passport control is different as they need to get to their plane by a certain time to go through all the preparations for the flight.

Put a sign up so I can decide to go to Didi instead.

 

[Lux]

Can’t think of many service industries where it would be okay to queue jump your customers to get home first!

 

[DC3]

Can’t think of many service industries where it would be okay to queue jump your customers to get home first!

Keeping the thread alive.

 

[nancypants]

I think the theme here is “if you think Qantas treats their customers badly, you should try working for them”

 

[DC3]

Who wouldn’t like to have this perk?

 

[straitman]

As several have pointed out it's the sort of thing that happens quite a lot and in a lot of areas. The real issue here is that it's being seen by all and it's a bad look.