Apologies for the brief initial post. I had just entered the QP in ADL and was running short of time.
A longer version of events. Flying (whY) with MrsDaver6 back to PER, we had four bags to check-in. Well 1 bag, some wine and a bubble wrapped framed print. Due to needing some bags tagged as fragile we queued in the premium check-in line. We were checked in by a very pleasant chap named Paul.
Towards the end he told me I’d need to pay for $40 for the fourth bag (QF SG allowed two and QF PS allowed one). I showed him my Air Berlin SG card and explained that allowed me an additional bag. He was insistent that the extra luggage allowance only applied if I was actually flying on AB. Having previously flown out of ADL I was told to go to the sales desk to get it sorted out. I told Paul that I believe he is mistaken and that I’d deal with it at the sales desk. He told me to take my picture and wine and drop it off at the oversize/fragile check-in.
So off to drop off the bags and head to the sales counter. I explained the situation to the lady who says she’ll add the AB FF number my booking. I explained that I want my points to credit to QF. At this point she became totally disinterested and told me to go talk to the supervisor Matty who was two desks down. Sadly, I didn’t take note of her name.
So off to chat with Mathew. Again explain it to him. He seems rather busy and not friendly at all. He informs me that to get the benefit of OW sapphire I have to credit the flight to that carrier. I explained to him that I don’t believe that to be the case and neither the OW website or QF website state this. He tells me it would be double dipping if I did what I was suggesting. He went on to tell me that would be like trying to use the card to enter the QP and not crediting to AB. I explained to Mathew that I had no trouble doing just that a month ago departing SYD and that I also had no issues crediting to QF and getting the OW sapphire bag allowance from that very counter two months ago.
He then seemed to concede that to waive the extra bag fee he would need to change to the AB FF number and then change it back. I said, I’m happy for him to do this, but was sceptical that he actually would.
So on entering the QP I asked the front desk to check that my QF FF was on the booking and would be credited there. It wasn’t. Mathew just said that to get rid of me. Mathew had obviously already called ahead to them because they were aware of me. They also insisted Mathew was right. Again, I said there is no mention of this on the website. Thomas at the QP took charge and said he would look into it and get back to me.
Now I turned up to the airport at 4:15pm for a 5:25pm departure. I entered the QP about 4:55pm due to all the stuffing around. At this point I put up my first post to see if I could find an answer. Perhaps I was in the wrong.
A few minutes later, Thomas found me in the lounge and wanted to see my AB FF card. No problem. Thomas now agreed with me that my interpretation of the rules was correct and would make the change. As it turns out, Mathew had put the number in on the booking as an EY number. The AB card is also affiliated with EY. Thomas disappeared for a few minutes and came back with everything sorted out.
He apologies for Mathew. I explained to Thomas that Mathew was perhaps just having a bad day, but didn’t actually listen to what I was telling him. Also the fact that Paul also did not know the rules was perhaps a sign that QF could better educate their staff who need to deal with baggage allowance.
I write this from the air and will post when I get home. Hopefully the points actually post to the correct account.
To be honest, really annoyed with QF. Turning up the airport with plenty of time to spare, so I can relax and have something to eat and drink in the lounge, I instead have to deal with untrained staff because they don’t know their own rules. I was in the lounge for all of 10 minutes and didn’t get a chance to eat or drink, instead spent looking up the rules. QF make what should be a premium experience, just embarrassing and stressful. Staff knowing their own rules, should be mandatory.
Paul was pleasant enough. The first lady and the sales desk just wanted to make the problem someone else’s and Mathew was both ignorant of the rules, rude and in the end, lied to my face in order to make the problem go away followed by being vindictive in calling ahead to the QP. Kudos to Thomas for taking ownership of the issue and resolving it.
